🎯 Why Describing Your Issue Matters
When you reach out for technical help, the more detail you provide, the faster our team can diagnose and resolve your problem. Submitting a request without describing the issue — such as only typing a placeholder like "Agent Agent" — means our team cannot take action on your behalf.
This article walks you through how to describe a technical issue clearly so you get the right help as quickly as possible.
🔍 Common Technical Issues in Search Atlas
Not sure where to start? Here are some of the most frequent technical issues customers report, along with what to include when describing them:
- OTTO SEO not working or failing to apply changes: Mention the domain, the specific action OTTO was performing, and any error message shown.
- Site Audit crawl failing: Include the website URL, when the crawl was started, and whether it stops at a certain point or never begins.
- WordPress connector grayed out or returning an error: Note the error code displayed (e.g., wp_client_error), the WordPress site URL, and whether you have recently reconnected.
- Content syncing failing: Provide the domain, the type of content being synced, and the exact error message or behaviour you observe.
- Contact page form or platform feature not working: Describe which page or feature is affected, what you expected to happen, and what actually occurred.
📋 How to Write a Helpful Support Request
A good support message answers these four questions:
- What were you trying to do? Describe the task or feature you were using (e.g., "I was trying to run a site audit for example.com").
- What happened instead? Describe the unexpected result (e.g., "The crawl started but stopped after a few minutes with no results").
- What does the error say? Copy and paste any error message or code you see on screen.
- When did it start? Let us know if this is a new issue or something that has been happening for a while.
🗺️ Finding the Right Feature in Search Atlas
If you are unsure which part of the platform is causing the problem, use this quick reference to locate key areas:
- OTTO SEO / OTTO SEO: Left sidebar → OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3)
- Site Audit: Access through the OTTO SEO dashboard after selecting your connected domain.
- WordPress Connector: Found under Avatar → Settings → Integrations (CMS Connectors).
- Content Tools: Available from the left sidebar under Content or your active project workspace.
💬 How to Reach Our Support Team
Once you have gathered the details above, our team is ready to help. 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.
Providing clear, specific information in your first message helps us skip the back-and-forth and get straight to solving your issue.