🔍 Overview
Some users have reported that brands they previously added — such as custom domains or business names — no longer appear in Brand Vault. When attempting to re-add the missing brand, an error appears stating the brand already exists and to contact customer support. This article explains what causes this and what steps to take.
⚙️ What Causes This Issue
This was a confirmed platform defect where Brand Vault brands that existed in the system were not being synced correctly to the brands page on load. As a result, brands appeared missing from your view even though the platform still held records for them — which is why re-adding them triggered a duplicate error. Engineering resolved this defect in a targeted fix that restores visibility of your existing brands.
🛠️ Steps to Resolve
- Refresh your browser in incognito or private mode. Open a new incognito or private browsing window, log back into Search Atlas, and navigate to Brand Vault. This rules out any local browser caching as the cause.
- Check whether your brands are now visible. Following the platform fix, your previously missing brands should appear in the Brand Vault list without any action needed on your part. Do not attempt to re-add a brand if the platform still returns the duplicate error — this will not create a new entry and may result in further confusion.
- Wait a few minutes and hard-refresh if needed. If the brands do not appear immediately, wait two to three minutes, then do a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac) and check Brand Vault again.
- Confirm the brands are fully functional. Once visible, verify that each brand is accessible and behaving as expected before resuming any work that depends on Brand Vault data.
📋 What to Expect Going Forward
The underlying defect that caused brands to be hidden and blocked re-addition has been resolved. Your brands should now display correctly in Brand Vault without requiring any manual re-addition on your part.
💡 Still Seeing the Issue?
If your brands are still missing or the duplicate error persists after following the steps above, this may indicate a separate account-specific issue that requires investigation. 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.