📋 Overview
When distributing a press release through Search Atlas to outlets like USA Today, the platform uses a third-party service called Signal Genesys to handle distribution. If the connection between Search Atlas and Signal Genesys becomes out of sync, you may see errors such as:
- "Signal Genesys: The selected client ID is invalid"
- "API Token is invalid"
- A press release that appears to fail but is actually published
This article explains what causes these errors, what to do when you see them, and how our team resolves them.
⚠️ Why This Error Happens
The Signal Genesys integration relies on an API token and client ID that link your Search Atlas account to the distribution network. These credentials can become invalid for several reasons:
- The API token has expired or been rotated on the Signal Genesys side
- The client ID associated with your account has changed
- A temporary sync issue between Search Atlas and Signal Genesys has occurred
This is an integration-level issue and cannot be resolved by changing settings inside your Search Atlas account. It requires our technical team to re-sync the connection on the backend.
🔍 What to Check Before Contacting Support
Before reaching out, take a moment to confirm the following:
- Check if your press release was actually published. In some cases, the error message appears even though the press release was successfully distributed. Check the status of the submission in question within your press releases section to see if it shows as published.
- Check your distribution quota. Failed press releases do not consume your quota. If you see a failed status, your quota should remain intact and you can safely attempt to republish once the integration is fixed.
- Note the exact error message. Copy the full error text so our team can identify the specific cause quickly.
🛠️ How to Resolve the Error
Because this issue requires a backend fix, the resolution steps are straightforward:
- Do not repeatedly attempt to republish while the error is active. Multiple failed attempts can create duplicate submissions once the integration is restored.
- Contact our support team using the chat widget described at the bottom of this article. Provide the press release title, the outlet you were publishing to, and the exact error message you received.
- Our team will re-sync the Signal Genesys integration on your account. This typically involves refreshing the API token and verifying the client ID.
- Once the fix is confirmed, return to your press releases section and republish the affected press release. Your quota will not have been affected by the failed attempt.
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.