🔍 Overview
If you run into a technical issue while using Search Atlas — whether it's an unexpected error, a feature not behaving as expected, or something that simply looks wrong — this article will help you report it clearly and get the fastest possible resolution, even if our team is temporarily offline.
⚠️ Common Technical Issues You Might Encounter
Technical problems in Search Atlas can appear in several areas. Here are some of the most frequently reported types:
- 500 errors or "Something went wrong" messages — These are server-level errors that typically require our engineering team to investigate. If you see this, note exactly what action you were performing when it appeared.
- Incorrect status labels — For example, campaign statuses showing as Unspecified when they should reflect an active or paused state. This has been observed in PPC retargeting campaigns that were cloned inside OTTO PPC.
- Local SEO or Google Business Profile issues — Problems updating Open Hours, Special Hours, or Date-specific hours in the Local SEO tool may occasionally trigger system errors.
- Features appearing inactive or unavailable — Some features are released in a limited or background state before becoming fully available. If something seems missing, it may be in a pre-release phase.
- Slow performance or connectivity issues — Temporary slowdowns can sometimes relate to scheduled infrastructure maintenance performed during off-peak hours.
📋 How to Describe Your Issue Clearly
The more detail you provide, the faster our team can identify and fix the problem. Before reaching out, gather the following information:
- What were you trying to do? Describe the exact action — for example, "I was updating Special Hours in Local SEO" or "I cloned a retargeting campaign in OTTO PPC."
- What did you expect to happen? Tell us the intended outcome.
- What actually happened? Include any error messages, error codes (such as 500), or unexpected labels you saw on screen.
- Where in the platform did it happen? Name the tool or section — for example, OTTO SEO, Local SEO, PPC Dashboard, or Site Auditor.
- When did it happen? Include the date and approximate time, along with your time zone.
- Can you reproduce it? Let us know if the issue happens every time you perform the same action, or if it was a one-time occurrence.
- Screenshots or screen recordings — These are extremely helpful. Attach them when you contact support.
🌙 What Happens When You Contact Us During Off-Hours
Search Atlas support operates with live coverage during standard business hours. If you reach out outside of those hours, here is what you can expect:
- Your message is received and logged — nothing is lost.
- Critical technical issues (such as system errors affecting your workflow) are flagged for priority review when the team comes online.
- You will receive a follow-up as soon as a teammate is available.
To make sure your issue is prioritised correctly, use the steps in the section above to describe your problem in as much detail as possible before submitting your message. A clear, detailed report means less back-and-forth and a faster fix.
🚀 Tips to Speed Up Your Resolution
- Do not close or refresh the page immediately — If you see an error, take a screenshot first, then note the URL in your browser's address bar.
- Try a hard refresh first — Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to rule out a cached page issue.
- Check your browser console for error codes — If you are comfortable doing so, press F12, go to the Console tab, and note any red error messages. This information is very useful to our engineering team.
- Avoid repeating the action multiple times — If an action triggered an error, performing it repeatedly could create duplicate entries or compound the issue.
💬 Contact Support
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.