🔍 Why Describing Your Issue Matters
When you reach out for technical help, the more clearly you describe your problem, the faster our team can diagnose and fix it. Vague requests like "something isn't working" can delay your resolution by hours. This article shows you how to prepare a great support request so you get help quickly — the first time.
📋 What to Include in Your Support Request
Before you open a chat, gather the following details about your issue:
- What you were trying to do: Describe the action you took — for example, "I was trying to generate an article in Content Genius" or "I was connecting my WordPress site to Search Atlas."
- What happened instead: Describe the error or unexpected behaviour — for example, "The page got stuck loading" or "I saw a red error message."
- Any error messages: Copy the exact wording of any error you see on screen, or take a screenshot.
- Which feature or tool you were using: For example, OTTO SEO, Content Genius, the WordPress connector, or another area of the platform.
- When it started: Was this the first time you tried, or did it work before and recently stop?
- Your browser and device: For example, Chrome on Windows 11, or Safari on macOS.
⚙️ Common Technical Issues and Quick Fixes
Before contacting support, try these steps — they resolve the majority of common technical problems:
- Refresh the page: Press Ctrl + R (Windows) or Cmd + R (Mac) to reload and clear any temporary display errors.
- Clear your browser cache: Cached data can cause outdated pages to load. Clear your cache in your browser settings, then log back in.
- Try a different browser: If the issue persists, open Search Atlas in a different browser (for example, switch from Safari to Chrome) to rule out browser-specific conflicts.
- Disconnect and reconnect integrations: If the issue involves your WordPress connector or another integration, try removing and re-adding the connection from your dashboard settings.
- Wait a few minutes and retry: Some operations — such as AI article generation — run in the background. If a page appears stuck, wait two to three minutes, then refresh before assuming something is broken.
- Log out and log back in: This refreshes your session token and resolves the majority of authentication-related errors.
🚀 How to Navigate to Key Features
If you are unsure where to find a specific tool, here is a quick reference for commonly used areas:
- OTTO SEO: Left sidebar → OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3)
- Content Genius: Left sidebar → Content Genius
- WordPress Connector: Avatar → Settings → Integrations (CMS Connectors) → WordPress
💡 Known Issues Already Resolved
Our engineering team has recently fixed several issues that may match what you experienced. If you encountered any of the following, try the steps above — the fix is likely already live:
- WordPress plugin authentication timing out after a successful authorization
- The WordPress connector appearing grayed out or returning a wp_client_error even after a successful reconnect
- Content Genius articles getting stuck in an AI_IN_PROGRESS state and never completing
- SSO returning a 500 Internal Server Error when logging in via WordPress
If you experienced one of these and the fix has not resolved your issue, please follow the steps in the next section to reach our team.
💬 Still Need Help? Contact Our Team
If the steps above did not resolve your issue, our support team is ready to help. Please have your issue description ready (see the checklist above) before you start the chat — this helps us resolve your case without back-and-forth delays.
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.