## Overview

Some accounts have a configuration setting that prevents the Digital PR email connection feature from being activated. When this setting is missing, your campaign will appear as **Paused** and any attempt to start outreach will fail with an error — even if you have sufficient credits available. This is a backend account configuration issue, not a problem with your campaign setup or credit balance.



## Symptoms

- Your Digital PR campaign shows a **Paused** status.
- Clicking the option to start outreach does nothing or returns an error.
- You have enough credits but the feature remains inaccessible.
- Reconnecting your email account or refreshing the page does not resolve the issue.

## How to Confirm This Is Your Issue

1. Navigate to your Digital PR campaigns and open the affected campaign.
2. Confirm the campaign status shows **Paused** and that starting outreach produces no result or triggers an error.
3. Verify your credit balance is sufficient for outreach by checking your account quota information.
4. If both conditions are true — campaign is paused and credits are available — the issue is very likely a disabled account-level feature flag that only our support team can escalate to an admin to enable.

## How to Fix It

This issue requires a Search Atlas admin to enable the Digital PR email connection feature flag for your specific account. Because this is a backend configuration change, you will need to contact our support team to get it resolved. Here is how to do that as efficiently as possible:

1. Open the chat widget in the bottom-right corner of the platform and start a conversation with our support team.
2. In your message, include:

   - The name of the affected campaign.
   - Your account email address.
   - Confirmation that your credits are available but outreach cannot be started.
   - A screenshot of the error or Paused status if possible — this helps our team locate your account and escalate faster.
3. Our support team will identify the disabled feature flag on your account and escalate to an admin to enable the Digital PR email connection on the backend.
4. Once our team confirms the fix has been applied, return to your Digital PR campaign and attempt to start outreach again.
5. If outreach still does not start after the flag has been enabled, reply in the same chat thread so our team can verify the change took effect on your account.

## Why Self-Service Is Not Possible for This Issue

The feature flag that controls Digital PR email connection access is set at the backend account level and cannot be toggled from within the platform interface. There are no settings in your account dashboard that will resolve this — the change must be made by a Search Atlas admin. Contacting support is the only path to resolution, and our team is equipped to escalate and apply the fix on your behalf.