🔍 Overview
The Quest AI Visibility (formerly LLM Visibility) tool inside the Authority module lets you run AI-powered Digital PR campaigns that pitch your content to language models. If your campaign is stuck on Paused — even after a support team member has said the issue was resolved — this article walks you through the most common causes and the steps to fix them.
📍 How to Find Your Campaign
- Open Search Atlas and click Authority in the left sidebar.
- Select QUEST AI Visibility (formerly LLM Visibility) from the sub-menu.
- Locate your campaign in the table. Check the status column for Paused.
⚠️ Common Reasons a Campaign Gets Stuck on Paused
- Credit balance dropped below the required threshold — even briefly. The system pauses a campaign the moment credits fall short and does not always auto-resume when credits are topped up.
- No active contacts selected — a campaign needs at least one valid contact assigned before it can run.
- Campaign saved in draft state — if the setup wizard was closed before the final confirmation step, the campaign remains paused.
- A recent platform update reset campaign states — UI and styling migrations can occasionally affect campaign status flags. Our engineering team actively monitors and resolves these cases.
- Contact list issues — invalid, duplicate, or unverified contacts can prevent delivery and trigger an automatic pause.
🛠️ Step-by-Step Troubleshooting
- Check your credit balance. Go to the top-right avatar → Billing (Plans & Top-ups) and confirm you have enough credits for the campaign scope. If your balance is sufficient but the campaign is still paused, continue to the next step.
- Manually resume the campaign. In Authority → PR Distribution (Press Releases), find your release row and click the Resume link/button directly in that row. If the row is not visible, try refreshing the page — a recent fix addressed missing column headers in this table.
- Verify your contact selection. Open the campaign and review the contacts assigned to it. Make sure at least one contact is active and verified. Remove any contacts marked as invalid or bounced.
- Re-save the campaign. Open the campaign editor, review each step of the setup wizard, and click Save or Confirm on the final step. This forces the system to re-evaluate the campaign state.
- Check the Campaigns sub-page. Navigate to Authority → Campaigns for a full list of all campaign statuses. Compare the status here with what you see in QUEST AI Visibility (formerly LLM Visibility) to rule out a display discrepancy.
- Review Sent and Inbox logs. Go to Authority → Sent and Authority → Inbox to confirm whether any outreach was delivered before the pause. This helps identify exactly when the campaign stopped.
👥 How to Review and Update Contact Selection
Correct contact selection is critical for a Digital PR campaign to run successfully. Follow these steps to audit your contacts:
- Open your campaign from Authority → QUEST AI Visibility (formerly LLM Visibility).
- Navigate to the Contacts or Sources step inside the campaign editor.
- Confirm that all listed contacts have a verified status. Remove or replace any that are flagged as invalid.
- Add new contacts if the list is empty. Use relevant, niche-specific contacts to maximise campaign reach.
- Save your changes and attempt to resume the campaign.
✅ What to Do If the Campaign Is Still Paused
If you have followed all the steps above and the campaign remains stuck on Paused, the issue may require a backend investigation by our team. This can happen after platform updates that affect campaign state flags — our engineering team resolves these on a case-by-case basis.
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 reach out, have the following ready to speed up the investigation:
- Campaign name and the date it was last active
- A screenshot of the current status in QUEST AI Visibility (formerly LLM Visibility) and in Campaigns
- Your current credit balance
- Any error messages displayed in the Actions menu or campaign editor