This article covers the most common questions about managing your Search Atlas account, understanding your subscription and credits, and setting up white-label agency branding. ## How do I reset my password? On the Search Atlas login page, click **Forgot Password** and enter your email address. You will receive a password reset link. If you don't see the email within 5 minutes, check your spam folder. If the email still doesn't arrive, contact support with your account email. ## How do I add a team member to my account? Go to the top-right avatar → **Settings → Team Members**. Click **Invite** and enter the team member's email address. Choose their role: **Admin** (full access) or **Viewer** (read-only). ⚠️ The invitation link is valid for 7 days — if it expires, resend it from the Pending Invitations list. ## What is the difference between Admin and Viewer access? **Admin** has full access to all features within the account — can create and delete projects, run tools, manage integrations, and modify settings. **Viewer** has read-only access — they can view reports, rankings, and project data but cannot make changes or run new tasks. ## How do I cancel my subscription? To cancel your plan, go to the top-right avatar (profile icon/account name) → **Billing → Plans & Top-ups tab → Change Plan** and select the **Cancel Plan** option. If you don't see the cancellation option, please contact our support team through the chat. Once the AI assistant responds, type **"Human Teammate"** to be connected with a support agent. Provide the email address associated with your account and let them know you'd like to cancel your subscription. After your cancellation request is processed, your access will remain active until the end of your current billing period. During this time, your account may display a **"Pending"** status. This is expected and simply means your subscription is scheduled to end at the conclusion of your current billing cycle. ## What happens to my data if I cancel? Your projects, reports, and tracked data remain visible in read-only mode for 30 days after cancellation. After that, data may be archived. ✅ If you rejoin within 30 days, your data is fully restored. Contact support if you have a specific data retention concern. ## I was charged but the renewal date or payment date didn't update. What should I do? Payment date display issues occur occasionally after a successful charge. This is a display sync issue between the payment processor (Stripe) and the platform. Your access should not be affected. Contact support with your account email and the date of the charge — they can verify the payment landed correctly and force a sync of the renewal date. ## Why does my invoice or receipt show incorrect charges? If your invoice shows the wrong amount, a duplicate charge, or a charge for a service you didn't activate, contact support immediately with your account email, the invoice date, and the specific discrepancy. ⚠️ Billing disputes are reviewed by the finance team typically within 1–2 business days. ## How do I get a refund for a charge I didn't authorize? If you believe you've been charged without authorization, please contact our support team through the AI chat. Once the AI assistant responds, type **"Human Teammate"** to be connected with a support agent. To help the billing team investigate your case, please provide: - The email address associated with your account - The charge date - The amount charged - A brief explanation of why you believe the charge was unauthorized Unauthorized charge requests are reviewed by our billing team. You can typically expect a response within **1–2 business days**. ## How do I upgrade or downgrade my plan? Go to the top-right avatar (profile icon/account name) → **Billing → Plans & Top-ups → Change Plan** to view available plans and make a change. Upgrades take effect immediately (prorated). Downgrades take effect at the end of your current billing period. If you're on an annual plan and need to change sooner, contact support. ## What are HDC (Hyperdrive Credits) and how do I get more? HDC (Hyperdrive Credits) is the currency for premium services: Link Lab placements, press releases, cloud stacks, AI press release generation, and other add-ons. Your plan includes a monthly HDC allocation. 💡 **Additional HDC** can be purchased as a top-up from the top-right avatar → **Billing → Plans & Top-ups → Top Up**. ## What is the difference between AI Premium Credits and AI Generation credits? **AI Premium Credits** are required for Content Genius article generation (the full Write with AI pipeline). **AI Generation** credits are used for shorter AI tasks — meta descriptions, content templates, rewriting tools. These are two separate pools. Running out of AI Generation credits does not block article generation; only exhausting AI Premium Credits does. ## How do I understand my plan's quota limits? Go to the top-right avatar (Account Menu) → **Billing → Plans & Top-ups** to see a breakdown of all your quota limits and current usage — tracked keywords, OTTO sites, GBP locations, keyword lookups, AI Visibility (formerly LLM Visibility) projects, and more. ## How do I set up white-label branding for my agency? White label requires a Pro/Agency plan with the white-label flag enabled. Go to **Agency Hub → Setup → Branding** to configure: - Your agency logo (main, signin, and signup versions) - Platform colors (header, sidebar, buttons) - Platform name (replaces "OTTO" references) - Custom login welcome message ✅ Save the branding settings — clients see the updated branding immediately on their next login. To activate Agency Hub, contact support if the sidebar link isn't visible. ## How do I set up a custom domain for my agency's client portal? Go to **Agency Hub → Setup → Verify Subdomain**. Enter your desired subdomain (e.g., `seo.youragency.com`), copy the generated CNAME record, and add it to your domain's DNS settings. Click Verify after DNS propagation (up to 24–48 hours). Once verified, clients log in at your custom domain instead of `dashboard.searchatlas.com`. ## My agency sign-in logo disappeared after I saved it. What happened? This is a known UI issue where saving the sign-in logo and then navigating away can cause it to appear blank on reload. Try: (1) hard-refresh the page (Ctrl+F5), (2) re-upload the logo and save again, (3) contact support if it persists — they can confirm whether the logo is saved server-side. ## How do I invite clients to my white-label portal? From **Agency Hub → Customers**, click **Invite Customer** and enter the client's email address. They receive an invitation to create an account on your branded portal. ⚠️ Invitations expire after 7 days — resend from the Pending Invitations list if needed. The client's account is created as a sub-account under yours when they accept. ## Why is my OTTO add-on pricing showing incorrectly in the billing dashboard? This can happen after plan migrations or add-on changes where the billing system (Stripe) and the Search Atlas dashboard get out of sync. Contact support with your account email and the specific discrepancy — they can force a sync between Stripe and the dashboard to correct the display. ## How do I remove or disconnect a team member? Go to the top-right avatar → **Settings → Team Members**, find the team member, and click **Remove**. Their access is revoked immediately. They are not notified automatically — you may want to inform them directly. ## What should I do if I see a "cancel free trial" error before auto-billing starts? If you signed up for a trial and want to cancel before being charged, go to the top-right avatar (profile icon/account name) → **Billing → Plans & Top-ups tab → Change Plan** and select **Cancel Plan** before your trial end date. If the trial end date has passed and you were charged, contact support immediately — they can verify whether the charge is reversible based on the timing. ## Can I change my billing cycle date? Billing cycle dates are anchored to the date your original subscription started. 💳 Search Atlas does not currently allow customers to change their billing cycle date independently. If your renewal date is causing a cash flow conflict, contact support via support chat. Request to the AI bot to speak with a "**Human Teammate**", they can evaluate options such as a manual proration or a plan adjustment to shift the effective cycle date. When contacting support, include your account email and the date you would prefer for renewal. ## How do I prevent competitors from detecting that I'm using Search Atlas in my site code? The most effective approach is to activate **White Label** on your account (requires Pro/Agency plan). When white label is active, all public-facing references — dashboard URLs, pixel script attributes, and OTTO meta tags — use your custom branded domain instead of searchatlas.com or otto references. ⚠️ If you are on a lower plan without white label and need to manually remove references: go to your OTTO project → Installation → and switch from the standard pixel to the **Cloudflare Worker** deployment, which injects changes server-side without adding a visible script tag in the HTML source. For any remaining branded attributes or schema properties you want renamed, contact support — they can advise on what is and isn't modifiable without breaking OTTO functionality.