## **🔍 What Is This Issue?**

Some customers see the onboarding screen or welcome popup every time they log in to Search Atlas — even after they have already completed onboarding. This often happens after closing the browser window or tab.

This article explains what you can try while our team investigates, and what to have ready if you need to escalate.

## **⚙️ Why Does This Happen?**

The onboarding popup may be triggered by how your browser handles session or cookie data when a window is closed. Certain browser configurations or extensions can cause Search Atlas to lose track of your onboarding status between sessions. The exact root cause may vary and is being investigated — the steps below are the recommended first actions to try.

## **🛠️ Steps to Try**

1. **Clear your browser cache and cookies** for the Search Atlas domain, then close all Search Atlas tabs and log in again with a fresh tab.
2. **Check your browser's cookie settings.** Make sure your browser is not configured to delete cookies or site data automatically when it closes. Disabling any such setting may prevent the issue from recurring.
3. **Disable browser extensions** that manage cookies, block trackers, or clear browsing data automatically (for example, Privacy Badger, Cookie AutoDelete, or similar tools), as these can interfere with session storage.
4. **Try a different browser** to confirm whether the issue is browser-specific. Search Atlas works best on the latest versions of Chrome, Firefox, Edge, or Safari.
5. **Try an incognito or private window** to rule out extension interference.

## **✅ After Applying the Steps**

Once you have adjusted your cookie settings and cleared old data, log in to Search Atlas and check whether the onboarding popup continues to appear. If the issue persists across browsers and with extensions disabled, it is likely a backend session issue that requires investigation by our support team.

## **📋 If You Need to Escalate**

If none of the steps above resolve the issue, please have the following ready when you contact support so our team can investigate quickly:

- Your Search Atlas account email address
- The browser and version you are using
- Whether the issue occurs in multiple browsers or only one
- Any browser extensions you have installed that manage cookies or privacy
- The approximate date and time when you last experienced the looping onboarding screen

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.