📋 Overview
Automated reports in Search Atlas — including LLM Visibility and citation notification emails — may sometimes continue to be delivered to an outdated or incorrect email address. This can happen when an account email changes, a team member leaves, or a recipient was saved incorrectly during an earlier configuration. Because this issue involves how recipient data is stored on the backend, it typically requires our team to investigate and correct it directly.
🔍 Why Reports Go to the Wrong Email
This issue usually happens for one of the following reasons:
- A stale email address was saved as a report recipient before your account email was updated.
- A previous team member's email was set as the recipient and was never removed.
- Automated emails were configured during onboarding and have not been reviewed since.
In some cases, the system may continue delivering reports to a stored email address even after changes are made on your end. This type of issue is resolved on the backend by our support team.
🛠️ What to Do If Reports Are Going to the Wrong Address
Because recipient data for automated reports is managed at the backend level, the most reliable resolution is to contact our support team directly. To help us resolve this as quickly as possible, please have the following ready when you reach out:
- Your project name and the Search Atlas account email address associated with it.
- The email address currently receiving the reports (the incorrect or stale one).
- The correct email address you want reports to be sent to going forward.
- The type of report affected (for example, LLM Visibility reports, citation emails, or scheduled reports).
- Any relevant timestamps — such as when you first noticed the issue or when the last incorrectly delivered report was received.
Our team will locate the stored recipient data on the backend and update it to the correct address on your behalf.
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.