## **🔍 Overview**

If you are unable to log in and password reset emails are not arriving in your inbox, your account may have been **disabled** on the backend. A disabled account will not trigger password reset emails, which means the standard self-serve reset flow will not work until the account is re-enabled by our team.



## **⚠️ Signs Your Account May Be Disabled**

- You enter your email on the password reset page but receive no email — not even in your spam or junk folder.
- You see a message such as **"Your account has been disabled"** when attempting to log in.
- You have confirmed your email address is correct and the issue persists after multiple attempts.

## **✅ Steps to Try First**

1. Check your spam, junk, and promotions folders for the password reset email.
2. Confirm you are entering the exact email address associated with your Search Atlas account.
3. Wait a few minutes and attempt the password reset again in case of a short delay.
4. Try a different browser or clear your browser cache, then attempt the reset once more.

## **🛠️ If the Problem Persists — Contact Support**

If none of the steps above resolve the issue, the most likely cause is that your account has been disabled and requires manual re-enablement by our team. This cannot be resolved without backend access, so you will need to reach our support team directly.

If you need further assistance, open the chat widget in the bottom-right corner of the platform and type **human teammate** to be connected with a member of our team.

When you contact us, please have the following ready:

- The email address associated with your account.
- A brief description of what happened before you lost access (e.g., inactivity, billing event, recent changes).

Our team will verify your identity, re-enable your account, and provide you with a temporary password so you can log back in and set a new password of your choice.



## **🔑 After You Regain Access**

1. Log in using the temporary password provided by our support team.
2. Immediately navigate to your account settings and update your password to something secure and memorable.
3. Confirm your new password works by logging out and logging back in.

## **💡 Tips to Prevent Future Lockouts**

- Use a password manager to keep your credentials safe and up to date.
- Make sure the email address on your account is one you actively monitor.
- If you share access with teammates, ensure at least one account owner maintains an active session periodically.