## 🔍 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

1. **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.
2. **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.
3. **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.
4. **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.