🔍 Overview
If you received an email asking you to select a replacement publisher for a Link Lab order, but the option to change publishers is not visible or functional inside the platform, you are not alone. This was a confirmed platform issue affecting existing orders. The engineering team has since resolved the underlying bug. This article explains what happened, what to expect, and how to get help if the issue persists for your order.
⚙️ What Caused This Issue
A bug in the Link Lab system caused the replace-publisher option to be missing on certain existing orders even when customers were actively prompted by email to take action. In some cases, the order status was incorrectly pinned to a rejected state while still holding an open publisher assignment, which prevented the replacement flow from appearing correctly. An additional issue caused the alternative-publisher selection to fail entirely when a publisher re-engaged after a prior rejection. Both bugs have been fixed by the engineering team.
✅ What Was Done to Resolve Affected Orders
For orders where this issue was confirmed, the Search Atlas Link Lab team manually reviewed each affected order and progressed them through the publisher-assignment process. Completed orders were marked as done, and orders still in progress were handled by the team directly without requiring further action from the customer.
🛠️ What To Do If You Are Seeing This Right Now
If you received an email to select a new publisher but the replace-publisher option is still not available in your order, follow these steps:
- Check your order status. Log in to the platform and navigate to your Link Lab orders to review the current status of the affected order. If the order already shows as completed, no further action is needed on your part.
- Check your inbox and spam folder. A follow-up email may have been sent confirming the order was completed or providing updated instructions.
- Wait briefly if the order is in progress. If the order status shows it is still being processed, the Link Lab team may already be handling it. Allow some time before escalating.
- Contact support if the issue persists. If the replace-publisher option is still missing and your order has not progressed, reach out to the support team immediately using the steps below.
💡 What To Include When Contacting Support
To help the team resolve your issue as quickly as possible, have the following information ready before you open a chat:
- Your Link Lab order number(s) (e.g. the numeric ID shown in your order list or in the email you received)
- The email subject or date of the message prompting you to select a new publisher
- A brief description of what you see — or do not see — when you navigate to the order
📞 Get Support
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.