🧭 Overview
If you are unable to log in to your Search Atlas or Publication Media account, you are likely seeing one of these errors: "Email does not exist", "Invalid credentials", or a generic error message. This article walks you through the most common causes and fixes so you can regain access quickly.
🔍 Step 1: Confirm You Are Using the Right Email
The most common cause of a login failure is using an email address that does not match the one registered to your account.
- Check whether you signed up under a personal email, a work email, or a shared team address.
- Try any alternate email addresses you may have used at sign-up.
🔑 Step 2: Reset Your Password
If your email is correct but your password is not working, use the Forgot Password link on the login page to request a reset.
- Click Forgot Password on the login screen.
- Enter your registered email address and submit the form.
- Check your inbox (and your spam or junk folder) for the reset email.
- Click the link in the email and enter a new password.
- After saving your new password, return to the login page and sign in.
Important: Password reset links expire after a short period. If the link no longer works, return to the login page and request a new one.
⚠️ Step 3: Check Your Password
If your new password is not being accepted after a reset, make sure it meets the platform's password requirements. If you receive an error indicating your reset link is no longer valid, request a fresh reset link from the login page and complete the process again without delay.
🌐 Step 4: Rule Out Browser Issues
Browser settings can sometimes interfere with the login process.
- Clear your cache and cookies, then try logging in again.
- Try an incognito or private browsing window to rule out extension conflicts.
- Try a different browser entirely if the issue persists.
🆘 When to Contact Support
If you have worked through all steps above and are still unable to log in, our team can investigate further. When reaching out, please have the following ready: the email address you are trying to log in with, the exact error message you are seeing, and any relevant screenshots.
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.