📌 Overview
Sometimes a report you expect to see is not where you thought it would be. You may also need to reach a specific person, such as a contact from an agency or partner like Signal Genesys. This article explains the most common reasons a report seems to be missing, how to check for it, and the right way to get help.
🧭 Who Can Help You
Search Atlas support is available through one channel only: the live chat widget inside the platform. Our team can help with questions about your Search Atlas account, projects, and reports.
Requests for a named individual, for example a contact at a partner or agency, cannot be sent directly through other channels. Instead, start a chat with us, tell us who you are trying to reach and why, and our team will help find the best next step.
❓ Why a Report May Look Missing
- You are in a different account or workspace. If you have access to more than one, the report may live in another one.
- You are logged in with a different user. Reports are tied to the user and project that created or received them.
- The project is not selected. Reports usually appear under the project they were created for.
- Filters or date ranges are hiding it. A narrow date range or active filter can remove a report from the list.
- The report is still being generated. Some reports take time to finish before they appear.
- The report was shared with you another way. It may have been delivered by a shared link rather than stored in your own list.
- The reference number is not a report ID. A number you were given may be a project, order, or campaign number, which is searched differently from a report name.
🛠️ Step-by-Step: How to Look for Your Report
- Confirm you are logged in with the correct user and in the correct account or workspace.
- Open the project the report belongs to. If you are not sure which one, check each project you have access to.
- Go to the reports area and clear all filters. Set the date range to a wide window, such as the last 12 months.
- Search by the report name, project name, or reference number you were given.
- Check whether the report is still processing. If it was requested recently, wait a few minutes and refresh the page.
- If someone shared the report with you, look for the original shared link and open it while logged in.
📝 What to Have Ready Before You Contact Us
Gathering a few details helps us find your report faster and reduces back-and-forth.
- The reference number you were given (for example, a number such as 451942) and where you received it
- The type of report you expect, such as a PR report
- The project or business name it relates to
- The name of the person or company who told you the report would be available
- The approximate date it was requested or delivered
- The login you are using now
🤝 If You Need to Reach a Specific Person
If you were told to contact a particular person, such as someone at an agency or partner company, here is what to do:
- Open the chat widget and let us know the person's name and company.
- Explain what you need, for example access to a report tied to a reference number.
- Share the details from the list above.
Our team will review your account and the information you give us, then guide you to the correct resolution. This is quicker than searching for another contact route and keeps your request tied to your account.
💡 Tips to Avoid This Issue in the Future
- Save the report name, reference number, and project name when you receive them.
- Use one consistent login so your reports stay in one place.
- Download or bookmark important reports once they are ready.
- Ask your agency or partner which account or project a report was created under.
💬 Need More Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.