Overview
Two common questions arise together: your WordPress site shows as disconnected in Search Atlas despite the plugin being active, and you want to understand how credits work across your account. This article explains what to expect and what information to have ready so our team can resolve both issues for you as quickly as possible.
Why Your WordPress Site May Show as Disconnected
A known issue can cause the Search Atlas dashboard to display an incorrect or outdated connection status for your WordPress site. The connector may show a disconnected state even after you have attempted to reconnect the plugin, or the status may not update as expected. Because this issue involves backend work, it typically requires a member of our team to investigate and correct the connection.
Common symptoms include:
- Your WordPress site appears disconnected in the dashboard even though the plugin is active.
- Reconnection attempts do not resolve the displayed status.
What to Have Ready When You Escalate
Because resolving a WordPress reconnection failure requires a backend action by our team, please have the following information ready before reaching out:
- Your site URL — the exact WordPress site address shown in your Search Atlas account.
- Your Search Atlas account username or login.
- A description of what you have already tried — for example, whether you have deactivated and reactivated the plugin in your WordPress admin panel.
- Any error messages displayed — copy the exact wording of any error codes or status messages you see on screen.
- Timestamps — when the disconnection was first noticed and when any reconnection attempts were made.
How Credits Work in Search Atlas
If you have questions about how your credits are managed within your account, our support team can review your specific account details and provide a clear breakdown. Please have your account login ready to share with our team when you reach out.
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.