🔍 Why Clear Problem Descriptions Matter
When you reach out for technical help, the details you share directly affect how quickly we can resolve your issue. A vague request — such as selecting Technical Help without describing the problem — means our team has to ask follow-up questions before we can even begin investigating. This adds unnecessary wait time for you.
This article walks you through exactly what information to include so we can help you as fast as possible.
📋 What to Include in Your Technical Help Request
Before contacting support, gather the following details. The more specific you are, the faster we can identify and fix the issue.
- What you were trying to do: Describe the task or feature you were using when the problem occurred. For example: "I was generating a new article in Content Genie" or "I was connecting my WordPress site via the plugin."
- What happened instead: Describe the unexpected behaviour. For example: "The page got stuck on a loading screen" or "I received a 500 error."
- Where in the platform it happened: Share the page URL or navigate path. For example: Left sidebar → OTTO SEO → All Sites (SEO Automation) (/seo-automation-v3).
- When it happened: Include the date and approximate time, including your timezone.
- Steps to reproduce: List the exact steps you took before the issue appeared. This helps our team replicate and confirm the problem on our end.
- Screenshots or screen recordings: Visual evidence is extremely helpful. Capture the full browser window, including any error messages.
- Browser and device: Tell us which browser (e.g. Chrome 125, Safari 17) and operating system you are using.
⚡ Common Technical Issues and Quick Checks
Before reaching out, try these quick checks — they resolve many common problems without needing support.
- Page stuck loading or showing AI_IN_PROGRESS: Refresh the page after 2–3 minutes. If the status does not update, note the article title and project name, then contact support.
- WordPress plugin not connecting or timing out: Disconnect and reconnect the plugin from your WordPress dashboard. Make sure your Search Atlas credentials are correct and that no firewall or security plugin is blocking the connection.
- SSO or login errors (e.g. 500 error on sign-in): Clear your browser cache and cookies, then try again in an incognito window. If the error persists, note the exact URL and error message before contacting support.
- OTTO overriding third-party SEO settings (e.g. Yoast titles): Check your OTTO configuration settings to see which fields OTTO is set to manage. You can disable OTTO's control over specific fields such as title tags to preserve your existing Yoast settings.
💬 How to Contact Support with Your Details
Once you have gathered the information above, follow these steps to reach our team quickly.
- Open the Search Atlas platform in your browser.
- Click the chat widget in the bottom-right corner of the screen.
- Type a brief description of your issue, including the details listed in the section above.
- Type human teammate to be connected with a member of our team.
The more detail you provide upfront, the faster we can diagnose and resolve your issue — often without needing a single follow-up question.
✅ Example of a Strong Support Message
Here is an example of a well-structured technical help message:
"Hi, I am having trouble with Content Genie. I started generating a new article yesterday at 3 PM EST. The page has been stuck on AI_IN_PROGRESS ever since and has not updated. The article title is 'Best SEO Tools 2025' inside my project named 'Blog Content'. I am using Chrome 125 on Windows 11. I have attached a screenshot showing the stuck status."
A message like this gives our team everything needed to investigate immediately.
🙋 Still Need 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.