## **Overview**

Two separate issues can sometimes affect your Search Atlas experience at the same time: a payment page that stays stuck on "Processing" without completing, and a playbook that won't execute for a website. This article explains what to expect and what information to have ready when you contact our team for help.

## **Payment Page Stuck on Processing**

If your payment page has been showing "Processing" for an extended period — in some cases several days — without completing or confirming your transaction, this is a known issue that requires backend investigation by our team.

**What causes this?** The payment may appear unresolved on your end even if a charge has already been applied. Our team needs to manually verify your payment status and unlock your account if needed.

## **What to Do If Your Payment Is Stuck**

1. **Do not attempt the payment again** — submitting a second payment while the first is unresolved may result in a duplicate charge.
2. **Check your email inbox** for a receipt or confirmation email. If you received one, your payment likely went through successfully.
3. **Check your bank or card statement** to confirm whether a charge has been applied.
4. **Contact our support team** with the following information so we can resolve this quickly:
   - Your account email address
   - The approximate date and time the payment was initiated
   - A screenshot of the stuck payment page if available

## **Playbook Not Running for a Website**

If you are trying to run a playbook for a specific website and it appears to hang or never start, this is a separate known issue that requires investigation by our team — it is not related to your payment or subscription status.

## **What to Do If Your Playbook Is Stuck**

Because this issue requires backend action to resolve, please contact our support team and have the following ready:

- The name of the website or project the playbook is associated with
- The exact name of the playbook you are trying to run
- The date and time you first noticed the issue
- Any error message or status indicator displayed on screen (exact wording if possible)

Our team will investigate and take the necessary action to get your playbook running again.

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.