💡 What this issue means
The support icon is the chat button in the bottom-right corner of the platform. If it is missing on a laptop but still appears on an iPad with the same admin account, your login is working. The widget is being hidden or blocked only in that desktop browser session.
On a whitelabel domain, the Search Atlas support chat widget is not loaded at all. This domain-level restriction applies to everyone who uses that branded login URL, which is why several teammates will see the icon missing at once.
🔍 Why it shows on iPad but not on laptops
The same account can look different across devices. Check these causes in order:
- Browser add-ons: Ad blockers, privacy tools, and script blockers are common on laptops and rare on iPad. They can stop the chat script from loading.
- Window size or zoom: A narrow window, a snapped window, or zoom above 100 percent can push the icon off the visible area.
- Whitelabel domain behavior: Branded logins omit the Search Atlas support icon by design. Mobile and desktop can still differ if one device is on the branded domain and the other is on the main platform.
- Cached page or extension data: Clearing the browser cache does not always clear extension rules. Incognito only helps if extensions are disabled there.
🛠️ Steps to restore the icon
- Confirm the address bar. Use the same whitelabel domain on every device. If the iPad is on the main platform and the laptops are on the branded login, the icon may be hidden only on the branded site.
- Set browser zoom to 100 percent, maximize the window, and scroll to the bottom of the page. Look again at the bottom-right corner.
- Turn off ad blockers and privacy extensions for this site, then reload. Test in a fresh private window with extensions disabled, not only cache cleared.
- Try another desktop browser that has no extensions installed. If the icon appears there, the original browser or an add-on is blocking it.
- If you need to access live support chat, log in directly via the main Search Atlas platform (dashboard.searchatlas.com), as the support chat widget is not loaded on custom whitelabel logins.
- If the icon is enabled and still missing after the checks above, stay on the page where it should appear so support can review the same view.
⚙️ What to tell support
Include the whitelabel domain, the browser name and version, whether extensions were disabled, and that the same admin account shows the icon on iPad. A screenshot of the full laptop screen, including the address bar, helps the team confirm whether the widget is hidden by settings or blocked in the browser.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and send your message. A member of our support team will reply in the chat.