🔍 What This Issue Looks Like
You have white label enabled, but some messages still say "from Jordan" (or another team member's name) instead of your agency name. Customers usually notice this in three places:
- System emails, such as invitations, notifications, and reports
- The WordPress pixel or plugin setup steps
- Other messages that mention who the sender is
This is frustrating when you are presenting the platform as your own brand. The steps below explain why it happens and how to fix it.
🧠 Why It Happens
White label settings control your brand elements, such as your agency name, logo, and branded areas of the platform. However, some messages may still use the name on the user profile of the person who sent the invite or set up the account. If that profile name is a personal name, it can appear as the sender instead of your agency.
Other common causes include:
- The agency or brand name field in the white label settings is empty or incomplete
- White label changes were saved but not yet refreshed in your browser
- The message was sent before you updated your settings (sent emails never change)
- An older version of the WordPress plugin is installed on the site
✅ Step 1: Check Your White Label Settings
- Log in to the platform with your agency owner or admin account.
- Open your White Label settings (usually found in your account or workspace settings).
- Confirm your agency or brand name is filled in exactly as you want it to appear.
- Confirm your logo and any other branding fields are saved.
- Click Save, then refresh the page to make sure the changes stuck.
👤 Step 2: Update the Profile Name
If the personal name still appears, update the profile of the user who sends the emails or runs the setup:
- Open your Profile or account settings.
- Find the First name and Last name fields.
- Change them to your agency name, or to a format such as "Your Agency Team".
- Save your changes.
This is a quick workaround because many messages use the profile name of the sending user. Remember that this changes the name for that user everywhere, so you may prefer to use a shared or team-style account for client-facing actions.
🔌 Step 3: Check the WordPress Pixel Setup
If the wrong name appears while installing the pixel in WordPress:
- Make sure you are logged in to the platform with the account that has white label enabled.
- Update the Search Atlas plugin to the latest version, if you use the plugin method.
- Clear your browser cache, or try a private browsing window, and open the setup again.
- Check that the profile name from Step 2 has been updated, since the setup screens may display the connected user's name.
📧 Step 4: Send a Test
Changes only apply to new messages. Emails that were already sent will keep the old sender name.
- Trigger a new system email, for example by sending a fresh team invitation to a test address.
- Check the sender name in the inbox.
- Check your spam folder if it does not arrive within a few minutes.
💡 Tips to Avoid This in the Future
- Complete all white label fields before inviting clients or team members.
- Use an agency-branded profile name for the account that handles client onboarding.
- Test a new invitation after any branding change.
- Keep the WordPress plugin up to date.
🙋 Still Seeing the Wrong Name?
Some sender names are set by the platform and may not be editable from your settings. Our team can review your account and check whether the change can be applied for you.
To help us resolve it quickly, have these details ready:
- Where the wrong name appears (system email, WordPress pixel setup, or elsewhere)
- A screenshot showing the name
- The email address of the user who sent or set up the item
- The approximate date and time the message was sent
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.