## 🔍 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

1. Open Search Atlas and click **Authority** in the left sidebar.
2. Select **QUEST AI Visibility (formerly LLM Visibility)** from the sub-menu.
3. 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

1. **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.
2. **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.
3. **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.
4. **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.
5. **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.
6. **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:

1. Open your campaign from **Authority → QUEST AI Visibility (formerly LLM Visibility)**.
2. Navigate to the **Contacts** or **Sources** step inside the campaign editor.
3. Confirm that all listed contacts have a **verified** status. Remove or replace any that are flagged as invalid.
4. Add new contacts if the list is empty. Use relevant, niche-specific contacts to maximise campaign reach.
5. 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