Some customers have reported that the social media links they add to a Brand Vault do not save, or that previously saved links disappear from one or more Brand Vaults. Our engineering team has identified the cause and is working on a permanent fix. This article explains what is happening, how to work around it, and what to expect next.
🔍 What's Happening
This is a known bug. In affected accounts, social media URLs entered in a Brand Vault may not be stored or displayed correctly. As a result:
- Newly added social media links fail to save when you click Save.
- Links that were previously saved no longer appear in the Brand Vault.
- The issue can affect a single Brand Vault or every Brand Vault across all of your clients at once.
One identified cause is that an automatic refresh of Brand Vault data can overwrite social media links you entered manually. Our engineering team is adding a guardrail so that auto-refresh never overwrites user-entered customizations.
Your other Brand Vault details (such as brand name, logo, and descriptions) are not affected by this bug. Only the social media link fields are impacted.
💾 Is My Data Lost?
In most cases, no. We have confirmed that in many reported cases the links are still present in our database and are simply not displaying in the interface. Because the underlying data usually still exists, our team can often restore previously entered values. We recommend keeping your own record of the social media URLs you use so you can quickly re-enter them if needed.
🔧 Workaround: Re-Saving Your Links
While the permanent fix is being rolled out, the following steps resolve the issue for most customers:
- Open the affected Brand Vault from your dashboard.
- Go to the Social Media section.
- Clear any fields that appear blank or contain partial URLs.
- Re-enter each full social media URL, including the
https://prefix (for example,https://www.facebook.com/yourbrand). - Click Save and wait for the confirmation message before leaving the page.
- Refresh the page to confirm the links now display correctly.
⚠️ If the Links Still Don't Save
If your links disappear again after refreshing, try the following:
- Save one link at a time rather than entering all of them at once.
- Use a different browser or an incognito/private window to rule out cached data.
- Clear your browser cache and cookies, then sign in again.
If a specific platform URL will not save even though others do — for example a Trustpilot link that uses a country-code subdomain such as https://uk.trustpilot.com/review/yourbrand — this was a separate URL-validation issue that has since been fixed. If you still cannot save such a link, let support know the exact URL.
If none of these steps work, contact our support team (see below) and let us know the affected Brand Vault names so we can restore your data directly.
📧 Related Issue: Account Email and Missing Emails
Some customers experiencing the Brand Vault bug have also reported that they cannot update their account email address and are not receiving emails from Search Atlas. These symptoms are often linked to the same underlying account record and can usually be fixed together.
📨 If You Are Not Receiving Our Emails
- Check your spam, junk, and promotions folders.
- Add @searchatlas.com to your email safe-sender list.
- Confirm with your IT team that Search Atlas emails are not being blocked by a company filter.
✏️ If You Cannot Change Your Account Email
The email update feature may be temporarily blocked for affected accounts. Do not attempt to change it repeatedly, as this can delay resolution. Instead, contact support and request the change manually. Be ready to verify your identity as the account owner.
💬 How to Reach Support
If the workaround above does not resolve your issue, our team can restore your links and update your account settings for you. When you contact us, please include:
The email address associated with your Search Atlas account.
The names of the affected Brand Vaults.
A list of the social media URLs that should be saved (if you have them).
A note if you are also affected by the email update or missing-email issues.
You can reach us through the in-app chat typing "Human Teammate". Providing the details above in your first message helps us resolve everything in a single step.
🚀 What to Expect Next
A permanent fix for this bug is in progress and currently in review. It includes a guardrail that prevents automatic Brand Vault refreshes from overwriting your manually entered social media links. Once it is released, your social media links will save and display normally, and the account email and email-delivery issues will be resolved at the same time. We will update affected customers when the fix is live. In the meantime, keeping a backup copy of your social media URLs is the best way to recover quickly if links disappear again.