Overview
This article addresses three related issues that can occur together when managing local citations in Search Atlas: a Yellow Pages listing that has not updated to your new business name, an unexpected charge appearing on your account, and an inability to create new campaigns due to free trial restrictions. Because these are backend issues, our support team will need to investigate and resolve them on your behalf. Follow the steps below to prepare the information needed when you reach out.
Issue 1: Yellow Pages Listing Not Updated After 2+ Months
Citation updates — including business name changes — are submitted to directory publishers like Yellow Pages on your behalf. However, propagation to the live directory can take time, and in some cases a sync or submission error may have prevented the update from going through.
This type of issue requires investigation by our support team. When contacting support, please have the following ready:
- The name of the affected project or account
- The old and new business name you expected to see reflected on Yellow Pages
- The approximate date the citation update was originally submitted
- A screenshot or link showing the Yellow Pages listing still displaying the outdated information
Note: After a successful re-submission by our team, allow several weeks for Yellow Pages to reflect the change on their platform. Directory propagation timelines are controlled by the publisher.
Issue 2: Unexpected or Incorrect Charge
If you have been charged an amount that does not match your expected plan cost, this may be the result of a billing error tied to citation campaign creation. Search Atlas processes refunds for verified incorrect charges.
This type of issue requires review by our support team. When contacting support, please have the following ready:
- The charge amount and the date it appeared on your account
- A description of why you believe the charge is incorrect (e.g., you did not authorize a campaign, or the amount does not match your plan)
- Any relevant screenshots from your billing history
Important: Do not attempt to re-submit any campaigns or payment information before speaking with the support team, as this could result in a duplicate charge.
Issue 3: Cannot Create Campaigns Due to Free Trial Restrictions
If your account is unable to create new campaigns because of free trial restrictions, this is a backend account state that our support team can investigate and restore.
When contacting support, please have the following ready:
- Your account or project name
- The exact error message or restriction notice you are seeing
- A screenshot of the restriction if possible
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.