🎯 Why This Article Exists
Sometimes you run into an issue and just need to talk to a real person right away. That is completely understandable. However, giving our team a little context before connecting helps us resolve your issue faster — often without any wait at all. This guide walks you through how to get the right help as quickly as possible.
🔍 Step 1: Try to Identify Your Issue
Before reaching out, take 30 seconds to note the following. You do not need all the answers — even partial information speeds things up significantly.
- What were you trying to do? For example: running a site audit, generating content, using OTTO SEO, or building a report.
- What happened instead? Did you see an error message, a blank screen, unexpected results, or nothing at all?
- Where in the platform did it happen? Note the page name or URL (for example, /seo-automation-v3 for OTTO SEO features).
- When did it start? Is this the first time, or has it happened before?
🧭 Step 2: Check These Common Areas First
Many technical issues can be resolved quickly by checking the following before escalating to a teammate.
- Quotas: Go to Top header bar → Quotas (visible on every page) to confirm you have not reached a usage limit for the feature you are trying to use.
- Feature availability: On the Home page, select Open features menu to verify the feature is active on your current plan.
- Browser basics: Try a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac), clear your cache, or switch to a different browser such as Chrome or Firefox.
- OTTO SEO / OTTO: If you are working in the OTTO SEO section (Left sidebar → OTTO SEO → All Sites (SEO Automation)), confirm the correct project is selected and that your on-page tasks have been saved before re-running any automation.
💬 Step 3: Reach a Human Teammate Instantly
If you have checked the above and still need help — or if your issue is urgent and you need to speak with someone right now — our support team is standing by inside the platform.
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.
When you open the chat, share the details you gathered in Step 1. The more context you provide, the faster your teammate can diagnose and fix the problem.
📋 Quick-Reference: What to Share With Support
Use this checklist when you start the chat conversation so your teammate can help you immediately.
- Your account email address.
- The feature or tool you were using (for example, Report Builder, OTTO SEO, OTTO SEO, Content Genius).
- The exact page or URL where the issue occurred.
- A brief description of what you did and what happened.
- Any error messages you saw — copy the exact text or take a screenshot.
- Whether the issue is happening on one project or all projects.
⚡ Tips for a Faster Resolution
- Do not close the chat window while waiting — responses are fast but closing the window may end your session.
- Screenshots are welcome and very helpful. You can paste images directly into the chat widget.
- If you were escalated by the AI assistant and your issue was not resolved, simply type human teammate again to ensure you are connected to a live person.