Team & Permissions

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👥 How to Manage Team Access

Use these steps to add a teammate or remove an existing member’s access from your account. 📍 Where to Find It Open the avatar menu in the top-right corner, then select Team Members. This opens the team settings page. 🛠️ Step-by-Step 1. To add someone, select Add member. 2. Enter the teammate’s details and assign the appropriate Member or Admin role. 3. Send the invitation and ask the teammate to complete the sign-up process. 4. To remove access, find the existing teammate and select Deactivate. The platform uses deactivation rather than a permanent delete action. 5. If you need 1:1 training, select Explore Training Calls. Training availability depends on your account’s eligibility; if this option is unavailable, the account may not qualify for it. ✅ How to Confirm It Worked Confirm that the new teammate appears in Team Members with the correct role and an invitation or active status. For a removed teammate, verify that their status shows as deactivated and that they can no longer access the account. 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.

💡 Understanding Additional OTTO Seat Pricing

💡 What is an OTTO seat? An OTTO seat is an additional user license that gives a team member access to OTTO features in Search Atlas. Seats are separate from OTTO site capacity, usage, and other account add-ons. 💳 How additional seats are priced Additional OTTO seat pricing can vary by your plan, billing arrangement, contract, and account configuration. Because pricing may change and may not appear on the public pricing page, the amount shown for your account is the most accurate source. Before adding a seat, review the price and billing frequency presented in the platform. Do not assume that the price of an OTTO site, top-up, or another Search Atlas service includes an additional user seat. 🔎 Where to review your billing details 1. Open the avatar menu in the top-right corner. 2. Select Billing, then open the Plans & Top-ups tab. 3. Review your current plan, subscription, and available seat or account options. 4. For past charges, open the Invoices tab and select the relevant invoice. 👥 How to manage team members 1. Open the avatar menu in the top-right corner. 2. Select Team Members. 3. Choose Add member and review the access level before saving. 4. Confirm any displayed pricing or billing impact before completing the change. Use Member for standard access or Admin when the user needs account-management permissions. Deactivating a user may not automatically remove a paid seat, so verify your subscription after making changes. 🧾 What to check before adding a seat - Whether the seat is billed monthly or annually. - Whether the charge is prorated for the current billing period. - Whether your plan includes a set number of seats. - Whether the added seat applies to OTTO only or changes your broader account subscription. - Whether removing a user changes your next renewal or requires a separate subscription update. 🛠️ Need the exact price? Pricing is account-specific when it is not displayed publicly. To confirm the current cost before adding an OTTO seat, open the billing area in your account and review the available subscription options. 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.

👥 Understanding Search Atlas User Roles and Permissions

🔑 Overview of User Roles in Search Atlas Search Atlas has two user roles for team members: Admin and Member. There is no Editor role in Search Atlas. This applies to all plans, including Pro. If you have seen a reference to an Editor role anywhere, that information is incorrect. When you invite a team member, you will see only two options in the role dropdown: Admin and Member. This is expected behaviour and is not a bug or a plan limitation. 🛠️ What Each Role Can Do Admin - Full access to all features and tools across the platform - Can invite, manage, and remove team members - Can change team member roles - Can manage billing and subscription settings - Can create, edit, and delete all projects and content Member - Access to platform tools and features based on the workspace they are added to - Cannot manage team members or change roles - Cannot access billing or subscription settings - Can create and edit content within their permitted workspace 🌐 Can I Limit a Team Member to Specific Sites or Projects? No. Team member access applies to your whole account. There is no option to restrict a team member to specific projects, sites or domains. The only choice you make is the role: Admin or Member. 🚫 There Is No Editor Role To be completely clear: Search Atlas does not have an Editor role. The only roles available are Admin and Member, regardless of which plan you are on. This includes the Free, Starter, Pro, and any other current plan tier. You will never see a third role option in the team member dropdown because it does not exist in the product. If you were told by a support interaction or another source that an Editor role exists or should be unlocked on the Pro plan, that information was incorrect. No update or plan upgrade will add an Editor role to your account. 📨 How to Invite a Team Member 1. Log in to your Search Atlas account. 2. Click your account avatar or workspace name in the top-right corner of the platform. 3. Select Team Members or Manage Team from the dropdown menu. 4. Click Add member. 5. Enter the team member's email address. 6. Select either Admin or Member from the role dropdown — these are the only two available options. 7. Click Send Invite. Your team member will receive an email to join your workspace. 🔄 How to Change a Team Member's Role 1. Navigate to your Team Members settings page. 2. Find the team member whose role you want to update. 3. Click the role label or the edit icon next to their name. 4. Select the new role — Admin or Member. 5. Confirm the change. The update takes effect immediately. Note: Only Admins can change team member roles. If you do not see the option to edit a role, check that your own account has the Admin role. ❓ Frequently Asked Questions Why can I only see Admin and Member in the dropdown? Because those are the only two roles Search Atlas offers. There is no additional role hidden behind a plan upgrade or a feature flag. Will Search Atlas add more roles in the future? Role and permissions features are on the product roadmap and may evolve over time. Any new roles will be announced in the product changelog and release notes. As of the last update to this article, only Admin and Member exist. Can I customise what a Member can see or access? Granular custom permissions are not currently available. Role capabilities are fixed as described above. If you need a team member to have restricted access, assign them the Member role. Access can't be limited to specific projects, sites or domains: every team member works across the whole account. I was told an Editor role exists on the Pro plan. Is that true? No. There is no Editor role in Search Atlas on any plan. If you received that information from a support interaction, we apologise for the confusion. This article reflects the accurate and verified state of the product. 💬 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 connected with a member of our team.

👥 How to Reactivate a Deactivated Team Member

👥 Managing User Seats and Team Member Provisioning

🗺️ Overview Search Atlas workspaces include a fixed number of user seats based on your plan. When you deactivate a team member, that seat should become available to reassign. If you're running into issues adding a new user after a deactivation, this article walks you through the correct process and known fixes. 📋 Understanding Your Seat Quota Each plan comes with a set number of user seats: - Pro Plan — 5 seats (if your workspace shows 4, this is a known display issue; your actual quota is 5) - Other plans — seat count varies; check your billing page for your current allocation If you need more seats than your plan includes, additional seats can be purchased as a top-up. Note that excess user seats beyond your plan quota are billed separately. 🔄 How to Replace a User Seat Follow these steps in order to deactivate an existing user and provision a new one: 1. Click your avatar in the top-right corner and select Team Members (Settings) in your Search Atlas workspace. 2. Locate the user you want to remove and click Deactivate. 3. Wait for the page to fully reload and confirm the user's status shows as Inactive. 4. Without leaving the Settings area, click Add member and enter the new user's email address. 5. Select the appropriate role and send the invitation. The newly invited user will receive an email with a link to join your workspace. The seat is consumed once they accept the invitation. ⚠️ Common Issues and Fixes If you deactivated a user but still cannot add a new seat, try the following: - Hard refresh the page — press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force-reload without cache. - Check your seat count — navigate to the account menu (person icon, top-right) → Billing and confirm the number of active seats versus your plan's quota. A mismatch here may indicate a billing sync issue. - Verify deactivation completed — a user in a pending or invited state still occupies a seat. Cancel any outstanding invitations before sending a new one. - Pro Plan seat display bug — if your Pro Plan shows only 4 available seats instead of 5, this is a known UI issue. Your actual quota is 5. Proceed with the invite; it should succeed. - Workspace ownership changes — if your workspace was recently reinstalled or the admin account changed, seat allocation can occasionally fall out of sync. This is a known issue and requires our team to correct it on the backend. 💳 Billing Considerations for Seats Keep the following billing rules in mind when managing seats: - Deactivating a user frees up the seat within your current plan quota — it does not automatically reduce your bill if you are on a top-up. - Any seats added beyond your plan's included quota are charged as top-ups on your next billing cycle. - If you believe you have been charged incorrectly for seats, review your usage under the account menu (person icon, top-right) → Billing and contact our team via the chat widget. 👤 Workspace Admin and Ownership Notes Only workspace admins can invite, deactivate, or manage user seats. If you recently transferred admin rights or reinstalled the workspace through a different admin account, note the following: - Partial ownership transfers can orphan certain settings, including seat assignments. - The original admin's connected integrations (Slack, Teams, etc.) may show as disconnected after a reinstall under a different admin. - If you are unsure who holds admin rights in your workspace, click your avatar in the top-right corner and select Team Members (Settings), then look for the Admin role badge. 🆘 Still Unable to Add a User? If you have followed all the steps above and still cannot provision a new seat, the issue likely requires a backend correction to your seat quota or billing state. 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.

👥 Managing User Seats and Upgrading Your Plan

🪑 Understanding User Seat Limits Every Search Atlas plan includes a set number of user seats — the maximum number of active members you can have in your account at one time. The number of seats available to you depends on your current subscription plan. If your plan has changed — for example, after a trial period ended, a plan was downgraded, or a promotion expired — your seat limit may be lower than it was before. If you previously had more active members than your current plan allows, you will not be able to add new members until either the number of active users falls below your plan's limit or you upgrade to a plan with more seats. 🔍 Why Your Available Seats May Have Decreased There are a few common reasons why the number of seats available to you may have changed: - Plan downgrade: If your subscription was changed to a lower-tier plan, that plan may include fewer user seats. - Trial or promotional period ended: Some trials or promotions temporarily grant additional seats that revert when the period concludes. - Billing issue: A failed payment can trigger an automatic plan adjustment that reduces your seat count. - Plan restructuring: Occasionally, plan features are updated and seat allocations may change accordingly. Check your current plan details in your account settings to confirm how many seats are included. 📋 How to Check Your Current Seat Usage 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner (account menu). 3. Select Team Members to see a list of all active members. 4. Compare the number of active members against the seat limit shown for your current plan. If your active member count equals your plan's seat limit, you will need to either remove an existing member or upgrade your plan before adding new ones. ➕ How to Add Members When You've Reached Your Seat Limit If you have reached your seat limit and need to add more team members, you have two options: - Remove an inactive member: If there are members who no longer need access, you can remove them from the Team Members settings page to free up a seat. Click your avatar in the top-right corner and go to Settings → Team Members, locate the user, and select Remove. - Upgrade your plan: To add more members without removing existing ones, upgrade to a plan that includes a higher seat limit. See the section below for how to do this. 🚀 How to Upgrade Your Plan for More Seats 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and select Billing. 3. Open the Plans & Top-ups tab (Billing). 4. Review the available plans and compare their included seat counts. 5. Select the plan that meets your team size needs and follow the on-screen prompts to complete the upgrade. Once your plan upgrade is confirmed, your new seat limit will be applied immediately and you can begin inviting additional team members right away. 📨 How to Invite New Team Members 1. Click your avatar in the top-right corner and go to Settings → Team Members. 2. Click Add member. 3. Enter the email address of the person you want to invite. 4. Assign an appropriate role (e.g., Admin, Editor, Viewer). 5. Click Send Invite. The invitee will receive an email with instructions to join your workspace. Repeat this process for each additional member you need to add, up to your plan's seat limit. 💡 Tips to Manage Your Team Efficiently - Regularly audit your Team Members list and remove users who no longer need access to keep seats available. - Assign roles carefully — not every collaborator needs Admin-level access. - If you manage multiple clients or projects, consider whether a higher-tier plan with more seats would be more cost-effective long term. 🛠️ Need Further Help? 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.

🔒 Fix Team Member Login Access Blocked Error

🔍 Overview If a team member you added to Search Atlas is suddenly blocked at the login page and sees a security error, this is usually caused by one of a few common account or session issues. This article walks you through the most likely causes and how to resolve them quickly. ⚠️ Common Reasons Access Is Blocked - Session or browser cache conflict: An outdated session cookie or cached data can prevent a successful login. - Multiple login attempts triggering a security lock: Repeated failed password entries can temporarily lock the account. - Browser or device incompatibility: Certain browser extensions or outdated browsers can interfere with the login flow. - Seat or permission change: If the team member's role or seat was modified recently, their access token may have been invalidated. - Third-party SSO or VPN conflict: A VPN or single sign-on configuration change on the team member's end can block authentication. 🛠️ Step-by-Step Troubleshooting 1. Clear browser cache and cookies. Ask the team member to open their browser settings, clear all cached data and cookies, then close and reopen the browser before attempting to log in again. 2. Try a different browser or incognito window. Have the team member open a private/incognito window or switch to a different browser (e.g., Chrome, Firefox, Edge) and attempt login from there. This rules out extension or cache conflicts. 3. Disable browser extensions. Ad blockers, privacy shields, and security extensions can interfere with the authentication process. Ask the team member to temporarily disable all extensions and retry. 4. Check VPN or firewall settings. If the team member is using a VPN or is on a corporate network with a firewall, ask them to disconnect the VPN or switch to a standard network connection and try again. 5. Resend the team invitation from the platform. As the account owner or admin, navigate to your workspace settings and locate the team member's entry. Remove their current access and re-invite them using the same email address. They will receive a fresh invitation link. 6. Ask the team member to reset their password. On the login page, have the team member click Forgot Password and follow the reset instructions sent to their email. Once reset, they should attempt login again. 7. Verify the correct email address is being used. Confirm the team member is logging in with the exact email address they were invited under. A small typo or alternate address will cause a login failure. ✅ How to Re-Invite a Team Member If the troubleshooting steps above do not restore access, removing and re-inviting the team member is the most reliable fix. Follow these steps: 1. Log in to Search Atlas as the account owner or admin. 2. Go to the account menu (person icon, top-right) and open Team Members. 3. Find the blocked team member and select Remove or Revoke Access. 4. Click Add member and enter their email address again. 5. Ask the team member to check their inbox for the new invitation email and follow the link to set up access. 🔑 Preventing Future Access Issues - Encourage team members to use a supported, up-to-date browser such as the latest version of Chrome or Firefox. - Avoid logging in from multiple devices or tabs simultaneously, as this can create conflicting sessions. - If your organisation uses a VPN, ensure the team member's network is whitelisted or that they log in without the VPN active. - After any role or permission change, ask the affected team member to log out and log back in to refresh their credentials. 💬 Still Need Help? 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.

👤 Managing Your Account and Getting the Right Help

🧭 What Is Account Management in Search Atlas? Account management covers everything related to your Search Atlas workspace: your profile settings, team members, billing, and access permissions. If you landed here because you were looking for a manager or admin to help with something specific, this article will point you in the right direction. ⚙️ How to Access Your Account Settings Most account-level tasks can be completed directly inside the platform without needing to contact support. Here is how to get there: 1. Click your avatar or profile icon in the top-right corner of the platform. 2. Select Settings from the dropdown menu, or navigate directly to /settings. 3. From the Settings area, you can manage your profile, invite or remove team members, adjust roles, and review your plan details. 👥 Common Account Tasks You Can Do Yourself The following tasks are self-serve and do not require contacting support: - Invite a team member: Go to Settings → Team Members → click Add member and enter their email address. - Change a team member's role: In the Team Members list, find the user and update their role using the dropdown next to their name. - Remove a team member: Select the user in Team Members and click Remove to revoke their access. - Update your own profile details: Click your avatar → Settings → Profile to edit your name, email, or password. - Review your subscription or plan: Click your avatar in the top-right corner → Billing to see your current plan and usage. 🔑 Understanding Roles and Permissions Search Atlas uses role-based access to control what each team member can see and do. Common roles include: - Owner: Full access to all settings, billing, and team management. Only one owner per account. - Admin: Can manage team members and most settings, but may have limited access to billing depending on your plan. - Member: Can use platform features but cannot change account settings or manage other users. If you need your role changed, ask your account Owner or Admin to update it from the Team Members settings page. 🛠️ When to Contact Support If you have completed the steps above and still cannot resolve your issue, our support team is ready to help. To get the most out of your support conversation, it helps to come prepared with a clear description of your problem. Before reaching out, try to identify: - What you were trying to do (e.g., invite a team member, change a role, access a feature). - What happened instead (e.g., an error message, a missing button, unexpected behaviour). - Any steps you already tried to resolve the issue. Providing these details upfront means our team can resolve your issue faster without needing to ask follow-up questions. 💬 How to Reach a Human Teammate 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.

🔄 Convert a Child Account to Independent Customer

🧭 Overview When a client you manage under your agency wants to take full ownership of their Search Atlas account, you can detach their child account from your agency and transfer billing responsibility directly to them. Once detached, the account becomes a fully independent Search Atlas account and the client will manage their own subscription and billing going forward. ✅ Before You Begin Review the following checklist before starting the detachment process: - You must be the Agency Owner to perform this action. Sub-users and team members do not have permission to detach child accounts. - Notify your client in advance. Once the account is detached, they will need to enter their own billing details immediately to avoid service interruption. - Confirm the client's email address on file is one they actively use — Search Atlas will send them a billing setup notification to that address. - Outstanding invoices. Ensure there are no unpaid balances on the child account before initiating the transfer. 🪜 Step-by-Step: Detach a Child Account 1. Log in to your Search Atlas agency account. 2. Click your avatar in the top-right corner of the platform to open the account menu. 3. Select Team Members from the dropdown. This will take you to /settings. 4. Navigate to the Child Accounts section within the settings page. 5. Locate the client account you want to convert and click on it to open the account details. 6. Select the Detach Account option (you may be prompted to confirm the action). 7. Review the confirmation prompt — this will display the client's account name, associated email, and a note that billing responsibility will transfer to the client. 8. Click Confirm Detach to complete the process. Once confirmed, the child account is immediately removed from your agency dashboard and converted into a standalone Search Atlas account. 💳 What Happens to Billing After Detachment Billing is automatically transferred to the client's account upon detachment. Here is what to expect: - The client will receive an email prompting them to add a payment method and select a subscription plan directly with Search Atlas. - Your agency will no longer be charged for that account from the next billing cycle. - If the detachment occurs mid-cycle, charges already processed for that period will not be automatically refunded — contact support if you believe a credit adjustment is appropriate. - The client's existing data, projects, campaigns, and settings are fully preserved. Nothing is deleted during the detachment process. 👤 What the Client Needs to Do After you complete the detachment, share the following steps with your client so they can take ownership smoothly: 1. Check the inbox of the email address associated with their Search Atlas account for a billing setup notification. 2. Click the link in the email to log in or create a password for their now-independent account. 3. Go to the account menu (person icon, top-right) → Billing and add a valid payment method. 4. Select the subscription plan that fits their needs. 5. Confirm their subscription to restore full access to all features. Until the client completes billing setup, their account may be placed in a restricted state. Encourage them to complete this process as soon as possible after detachment. ❓ Frequently Asked Questions - Will the client lose any of their data? No. All projects, reports, keywords, and campaign data are retained after detachment. - Can I re-add a detached account to my agency later? Yes. The client can be re-invited as a child account in the future by sending a new agency invitation from your dashboard. - Can I transfer ownership to a different email address at the same time? No. Email or ownership changes must be handled separately within the client's account settings after detachment is complete. - What if the Detach Account option is not visible? Verify you are logged in as the Agency Owner. If the option is still missing, contact support for assistance. 💬 Need Help? 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.

👥 Team Member Access: What You Need to Know

🔑 How Team Member Access Works in Search Atlas When you add a team member to your Search Atlas account, they receive account-level access. This means they can view and interact with all sites and projects within your account — there is currently no way to restrict a team member's access to a single site or a specific subset of sites. This applies to all team members you invite, regardless of their role. ⚠️ What Is Not Currently Possible At this time, Search Atlas does not support: - Restricting a team member to one specific site or project - Setting site-level or project-level permissions per user - Creating read-only roles scoped to individual sites - Custom permission tiers that limit which sites a user can see If you have seen instructions describing steps to configure these settings, please disregard them — those controls do not exist in the platform. ✅ What You Can Do Instead While granular site-level permissions are not available, here are some practical options depending on your situation: - Separate accounts: If a contractor or client should only ever access one site, consider managing that site under a separate Search Atlas account dedicated to that project. - Internal access policies: Set clear internal guidelines with your team about which projects each person should work on, even if the platform does not enforce this technically. - Limit sensitive data: Avoid adding external users as team members if your account contains sites or data you do not want them to see. ➕ How to Add a Team Member If you still want to add a team member with the understanding that they will have full account access, follow these steps: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner. 3. Select Team Members (Settings). 4. Click Add member. 5. Enter their email address and confirm the invitation. The invited user will receive an email with a link to join your account. Once they accept, they will have access to all sites and data in the account. 🗺️ What's on the Roadmap Granular, site-level permission controls are a commonly requested feature. While we cannot confirm a specific release date, this type of functionality is on our product team's radar. We recommend checking the Search Atlas changelog and announcements for updates as the platform continues to evolve. 💬 Need Help? 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.

⚡ Fix 'User Already Exists' After Revoking Invite

🔍 Why This Happens When you revoke an invitation, the user's email address remains stored in your workspace as a revoked record. The system still recognises that email as existing in the workspace, which prevents a new invitation from being sent. To re-invite the person, you must first delete their revoked record entirely. 📋 Before You Begin - You must have an Admin or Owner role in the workspace to manage users. - Confirm you have the correct email address for the user you want to re-invite. - This process only affects the workspace you are currently managing — it does not impact other workspaces. 🚀 Step-by-Step: Remove a Revoked User 1. Log in to your Search Atlas account and navigate to the workspace where the issue is occurring. 2. Go to your workspace's user or team management settings. 3. Locate the revoked user — they may appear in a filtered or separate section of the user list, identifiable by the email address causing the conflict. 4. Select the option to remove or delete that revoked user record from the workspace. The exact label for this action may vary depending on your account view. 5. Confirm the removal when prompted. The revoked record will be permanently deleted from your workspace. 6. Once the record is removed, send a new invitation to the same email address and assign the appropriate role. ✅ Confirming the Re-Invitation Was Successful After sending the invite, the user's status in your team list should change to Invited. The invited person will receive a fresh invitation email. Once they accept, their status will update to Active. If the status does not change to Invited after sending, refresh the page and check again. 💡 Tips to Avoid This Issue in the Future - Whenever you know a user will not be rejoining, use a full removal rather than a revoke, so no residual record is left behind. - If you anticipate re-inviting someone later, note their email address before making any changes to their access. - Periodically audit your revoked user list and remove stale records to keep your workspace tidy. 🆘 Still Seeing the Error? If the error message persists after following these steps, the record may require manual removal from the backend. 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.

👥 How to Remove and Add Team Members

This article explains how to deactivate a current team member and add a new one to your Search Atlas workspace. Whether you are offboarding a colleague or onboarding a replacement, both actions are completed from the same location in your account settings. 📍 Where to Find It Navigate to Top-right corner (avatar) → Team Members. This opens the Team Members panel where you can view all current users, change their roles, and control their access status. 🛠️ Step-by-Step 1. Open Team Members: Click your avatar in the top-right corner of the platform, then select Team Members from the dropdown menu. 2. Deactivate the existing member: Locate the team member you want to remove from the list. Click the Deactivate action next to their name. This revokes their access to the workspace without permanently deleting their account history. 3. Add a new member: Click the Add member button at the top of the Team Members panel. 4. Enter their details: Fill in the new member's email address and select their role — either Viewer or Admin — then confirm to send the invitation. 5. Notify the new member: Let them know to check their inbox for the invitation email so they can complete account setup and log in. ✅ How to Confirm It Worked After completing both actions, return to Top-right corner (avatar) → Team Members and check the following: - The deactivated member's status should display as Deactivated (or they may no longer appear as an active user in the list). - The newly invited member should appear in the list with an Invited or active status once they have accepted the invitation. - If the new member does not appear, confirm the email address was entered correctly and ask them to check their spam folder for the invitation. 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.

🔄 How to Deactivate and Replace a Team Member

This article explains how to deactivate a team member who no longer needs access to your Search Atlas account and how to invite a new user to take their place. Follow the steps below to complete both actions safely, and use the confirmation checks at the end to make sure everything went through correctly. 🛠️ Step-by-Step 1. Log in to your Search Atlas account and open your account or workspace settings. This is typically accessible from your profile menu or a settings icon in the main navigation. 2. Locate the Team or Team Members section within settings. 3. Find the team member you want to remove. Click their name or row to open their profile or options menu. 4. Select the option to Deactivate or Remove the user. You may be prompted to confirm this action — confirm to proceed. Deactivating a user revokes their login access without permanently deleting their historical activity. 5. Once the user is deactivated, return to the Team or Team Members section and look for an Invite or Add Team Member button. 6. Enter the new team member's email address, assign them the appropriate role or permission level, and send the invitation. 7. Notify the new team member to check their inbox for the invitation email and complete their account setup by following the link provided. ✅ How to Confirm It Worked 1. Deactivation confirmed: Return to the Team Members list and verify that the removed user's status shows as Inactive, Deactivated, or that their name no longer appears in the active members list. If you attempt to have them log in, their credentials should be rejected. 2. Invitation confirmed: The new team member should appear in the Team Members list with an Invited status immediately after the invitation is sent. Once they accept and complete setup, their status will update to Active. 3. Access confirmed: Ask the new team member to log in and verify they can access the areas of the platform appropriate to their assigned role. 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.

Fix a Greyed-Out Invite Team Member Button

🔍 Overview If the Add Member button on your Team Members page appears greyed out and unclickable, this is a known issue that requires investigation by our support team. This article explains what to expect and how to escalate efficiently. ⚙️ What Is Happening In some cases, the button to invite a new team member becomes disabled or unresponsive even when you believe your account should allow it. The root cause is not always visible to the user and may require a backend check to identify and resolve. 🛠️ How to Escalate Because this issue is resolved through a backend action by our team, please reach out to support and have the following information ready: - Your account email address — the one associated with your Search Atlas account. - The email address you are trying to invite — so our team can check whether a pending or duplicate invitation exists. - Your current role on the account — for example, whether you are listed as Admin or Viewer. - A brief description of what you see — including whether the button is completely greyed out, shows an error on hover, or produces any other visible message. Our team will investigate the account state, check seat availability, role permissions, subscription status, and any pending invitations, then apply the appropriate fix on the backend. 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.

🛠️ Remove a Team Member and Free a Seat

🔍 Overview If your account shows all seats as used and you need to invite a new team member, simply deactivating an existing member may not always release the seat. This article explains what to try first and how to get the seat fully removed so you can add someone new. ⚙️ Step 1: Check Your Current Team Members 1. Click your avatar in the top-right corner of the platform. 2. Select Team Members from the menu. 3. Review the list of members and confirm which account you want to remove. 🚫 Step 2: Deactivate the Team Member 1. In the Team Members section, locate the member you want to remove. 2. Use the available action to Deactivate that member. 3. After deactivating, check whether your used seat count has decreased (for example, from 3/3 to 2/3). Important: In some cases, deactivating a member does not immediately free the seat. This is a known issue that requires additional action from our team. 💡 Step 3: If the Seat Is Still Showing as Used If your seat count does not update after deactivating the member, this means the account needs to be fully removed by our admin team — deactivation alone is not enough in these situations. You will need to contact our support team with the following information ready: - The email address of the team member you want removed - Your account email or username so we can verify your identity - Confirmation that you want the member fully removed (not just deactivated) Our team will escalate the request to the appropriate admin team, who can remove the member and release the seat on your behalf. ✅ What to Expect After the Seat Is Released Once the member is fully removed by our team, your seat count will update and you will be able to invite a new team member straight away from the Team Members section. 💬 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.

🛠️ Paid OTTO Seats Not Appearing in Your Account

🔍 Overview After purchasing additional OTTO seats, most accounts are provisioned automatically. However, in some cases a known billing sync issue can prevent your new seats from appearing — even after a successful payment and receipt. This article explains how to confirm the problem and resolve it. ⚙️ What Causes This Issue A quota provisioning gap can occur between our billing system and the product, meaning your account is charged correctly but the seats are not reflected in the platform. This is a known issue our engineering team is actively working to resolve. ✅ Step 1: Confirm the Charge Went Through Before taking further action, verify that your payment was processed successfully: 1. Log in to your Search Atlas account and navigate to your Billing section. 2. Check that an invoice or receipt exists for the OTTO seat purchase. 3. Look for a recent charge or transaction entry related to your OTTO seat add-on to confirm the payment completed. If you can see a charge or invoice but your OTTO seats are still not available in the platform, proceed to the next step. 📊 Step 2: Check Your Current OTTO Quota Navigate to your Avatar (top-right) → Billing → Plans & Top-ups (Team Members quota) and review your current seat quota. Compare the number of available OTTO sites against the number of seats you purchased. If the available seats do not match your purchase, your account has not been provisioned correctly and you will need to contact support for a manual fix. ⏱️ Step 3: Wait and Refresh (24-Hour Window) In many cases, the provisioning delay resolves automatically within 24 hours of purchase. After confirming your charge and reviewing your quota: 1. Wait up to 24 hours from the time of purchase. 2. Log out of your Search Atlas account completely. 3. Close your browser or clear your browser cache. 4. Log back in and navigate to the OTTO section again. 5. Check if your OTTO seat quota has updated. If your seats appear after refreshing, the issue is resolved and you can begin connecting new OTTO sites immediately. 💬 Step 4: Contact Support for a Manual Fix If your OTTO seats still do not appear after 24 hours and a full refresh, this issue requires a billing team member to manually update your quota on the back end. To help our team resolve this as quickly as possible, please have the following information ready before reaching out: - The number of OTTO seats you purchased - The date of purchase - Your invoice number or confirmation email - A screenshot of your current OTTO quota showing the mismatch Once you contact support and share the above details, our billing team can apply the fix immediately on their end — you do not need to take any additional action inside the platform. 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. 🚀 What Happens Next Once your request is received, our billing team will update your OTTO seat quota manually on the back end. After the fix is applied, you will receive a follow-up confirmation. We recommend refreshing the platform and checking your OTTO quota again to confirm the seats are now showing correctly. 💡 Tips to Avoid Confusion - Always check your Billing section first to confirm a successful charge before assuming seats are missing. - If you recently changed your subscription plan, be aware that plan changes can sometimes affect add-on quotas — mention this to the support agent when you reach out. - Most provisioning issues resolve within 24 hours; a full browser refresh often helps the updated quota appear correctly.

🔄 Fix Reversed Permissions Across Linked Email Addresses

🔍 Understanding the Issue When setting up a Search Atlas account, you may be prompted to choose a role or permission level. If you accidentally selected the wrong option, your admin access may have been assigned to a secondary email address instead of your primary one. This is a common setup mistake and is fully reversible — no support ticket required. The result is that your main login cannot access restricted areas like the Billing tab, while a linked email address holds full admin rights without you realising it. ✅ Before You Begin To fix this, you will need access to both email addresses linked to your account. Make sure you can log in to each one, or at least access the inbox for password recovery if needed. If you only have access to one address, use the password reset flow on the login page to regain access to the other before proceeding. 🔎 Step 1: Identify Which Email Has Admin Access 1. Go to the Search Atlas login page and sign in with your primary email address (the one you normally use). 2. Once logged in, click your avatar in the top-right corner and select Team Members. This opens the /settings page. 3. Review the list of team members and their assigned roles. Look for your secondary email address in the list. 4. If your secondary email shows a role of Admin and your primary email shows the Viewer role, your permissions are reversed and you are in the right place to fix this. 🔐 Step 2: Log In via the Admin Email Address 1. Sign out of your current session. 2. Log back in using the secondary email address that holds admin access. 3. If you have forgotten the password for this address, use the Forgot Password link on the login page to reset it before continuing. ⚙️ Step 3: Update Permissions in Team Members 1. Once logged in with the admin email, click your avatar in the top-right corner and select Team Members. 2. Locate your primary email address in the team member list. 3. Click the role or permission option next to your primary email and change it to Admin. 4. Next, locate the secondary email address in the same list. 5. Change the role of the secondary email to Viewer, or remove it from the account entirely if it is no longer needed. 6. Save your changes. ✔️ Step 4: Verify the Fix 1. Sign out of the secondary email session. 2. Log back in with your primary email address. 3. Click your avatar and navigate to Team Members to confirm your primary email now shows the Admin role. 4. Navigate to the Billing tab to confirm access has been restored. 💡 Tips and Common Questions - I do not see a second email in the Team Members list. This may mean the secondary email was set up as a separate standalone account rather than a linked team member. In this case, log in to each email address separately and check which one has Billing access. Once identified, follow Steps 2 and 3 using the account that has admin rights. - I cannot remember which emails are linked. Check your inbox for Search Atlas welcome or invitation emails. Any address that received a team invitation is likely linked to the account. - I only have one email address. If Billing is still inaccessible with a single email, your account role may have been set to a non-admin level during onboarding. Contact support using the instructions below so a teammate can review your account role directly. 💬 Need Further Help? 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.

Transferring Frozen OTTO Projects Between Accounts

Overview If you manage multiple Search Atlas accounts or work with an agency, you may need to transfer an OTTO project from one account to another. This article explains what to expect when a frozen OTTO project is involved in an account transfer. What Is a Frozen OTTO Project? An OTTO project becomes frozen when the account no longer meets the conditions required to keep it active — most commonly because the subscription has lapsed or the account no longer has access to OTTO SEO. While frozen, active automations and optimisations are paused. Can a Frozen OTTO Project Be Transferred? Transferring a frozen OTTO project between Search Atlas accounts is not a standard self-serve action. Because the project is in a frozen state, the transfer requires backend assistance from the Search Atlas support team. You cannot complete this through the platform interface on your own. What to Have Ready When You Contact Support To help the support team process your request as quickly as possible, have the following information ready before reaching out: - The name of the OTTO project you need transferred - The originating account (email or account name) - The receiving account (email or account name) - Any error messages or status indicators you have seen related to the frozen or transfer state - The date and time the issue was first noticed Before Requesting a Transfer 1. Confirm the receiving account has an active Search Atlas subscription that includes OTTO SEO access — a frozen project cannot be activated in an account that does not support OTTO SEO. 2. Ensure the receiving account owner has the appropriate permissions to manage the project once it is transferred. Frequently Asked Questions - Will previously deployed changes be lost during the transfer? The support team will assess the state of your specific project during the transfer process and advise you on the outcome for any previously deployed changes. - Can the original account still access the project after the transfer? Once a project is transferred, ownership moves to the receiving account. Contact support before initiating a transfer to understand the access implications for your specific setup. - What if the receiving account does not have an active subscription? The project cannot be unfrozen or activated in the receiving account until an eligible subscription is in place. The support team can advise on next steps. 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.

🔍 Understanding Account Creation Email Notifications

🔍 Why Did You Receive This Email? Search Atlas sends automatic email notifications whenever a new user account is created or an existing account is deactivated on your workspace. These emails are a standard security measure to keep account owners and administrators informed of any changes to team access. If you received one of these emails, it simply means one of the following events occurred on your Search Atlas workspace: - A new team member was invited and their account was successfully created. - An existing team member's account was deactivated by a workspace administrator. - Your own account was set up for the first time when you were added to a workspace. ✅ What You Should Do Next In most cases, no action is required on your part. However, we recommend taking a moment to verify the activity in your account: 1. Log in to your Search Atlas account. 2. Navigate to your account settings. 3. Review the list of team members and their current statuses to confirm everything looks as expected. If the team member listed in the email is someone you or a colleague intentionally added or removed, there is nothing further to do. 🚨 What If You Don't Recognise the Activity? If the email references an account creation or deactivation that you did not authorise and cannot explain, treat this as a potential security concern and act immediately: - Change your password right away by going to your account settings. - Review all team members in your account settings and remove any accounts you do not recognise. - Contact your workspace administrator to confirm whether the change was intentional. Acting quickly helps protect your workspace data and prevents any unauthorised access from continuing. 💡 Who Can Manage Team Members? Only users with administrative permissions can invite new team members or deactivate existing ones. If you received a notification but do not manage your workspace, reach out to your workspace administrator to confirm the change was intentional. 🛠️ Need Further Help? 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.

🔄 Migrate, Consolidate, and Update Your Workspace

🗂️ What This Article Covers If you need to move projects and data between accounts, update your login email address, merge multiple workspaces into one, or request a billing refund, this guide explains what is possible, what requires our team's help, and how to get started quickly. 📦 Migrating Projects and Data Between Accounts Project and data migration — moving all your campaigns, keywords, reports, and settings from one account email to another — must be handled by our support team. This is not something you can do directly from the platform dashboard. Before reaching out, gather the following information so our team can process your request as fast as possible: - Source account email: The email address currently holding the projects and data (e.g., the account you want to migrate from). - Destination account email: The email address of the account you want to migrate to. - Scope of migration: Confirm whether you want all projects moved or only specific ones. - Preferred migration date: If timing matters, let us know your preferred window. Our team will confirm the migration details with you before making any changes, so nothing is moved without your approval. ✉️ Changing Your Login Email Address Updating the email address you use to log in to Search Atlas requires identity verification to protect your account. You cannot change the login email directly from account settings at this time. To request a login email change, have the following ready: - Current login email: The email address currently associated with your account. - New login email: The email address you want to use going forward. - Account verification: Be prepared to confirm ownership of both email addresses if requested. Once verified, our team will update your login credentials and confirm the change is live before closing the request. 🔀 Consolidating Multiple Workspaces If you manage more than one Search Atlas workspace and want to merge them into a single account, our team can assist with the consolidation. Common reasons customers request this include: - Rebranding or business restructuring that requires a new primary email. - Team changes where account ownership needs to be transferred. - Reducing duplicate subscriptions billed separately across accounts. When requesting consolidation, clearly identify which workspace should become the primary account and which workspaces should be merged into it. Our team will review all associated data and subscriptions before proceeding. 💳 Requesting a Billing Refund Refund requests are reviewed on a case-by-case basis by our billing team. To ensure your request is handled promptly, provide the following when you reach out: - Account email: The email address associated with the billed account. - Invoice or charge date: The date of the charge you are disputing. - Reason for refund: A brief explanation of why you are requesting the refund. Our team will review your request and follow up with a decision as quickly as possible. 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.

👥 User Seats vs Client Project Access Explained

🔍 Overview As a Search Atlas agency user, you may notice a difference between user seats and client project access. These are two separate concepts, and understanding how they work together will help you manage dozens of client sites without needing to purchase a seat for every client. 👤 What Is a User Seat? A user seat is a login credential that allows a person to sign into your Search Atlas account. User seats are designed for the internal members of your team — for example, your SEO managers, account managers, or strategists who actively work inside the platform day-to-day. - Each team member who needs to log in and use the platform requires one user seat. - The number of available user seats depends on your subscription plan. - User seats are not required for your clients to view their own project data. 📁 What Is Client Project Access? Client project access lets you share a specific project's data with a client without giving them a full platform login. This means your clients can view their own SEO stats, reports, and progress without consuming one of your user seats. - You can grant client-facing access to as many projects as your plan allows. - Each client only sees the data belonging to their own project — they cannot access other clients' data or your agency-wide settings. - Client access is read-only and scoped to their project, keeping your account secure. 🚀 How to Manage 24 Client Sites with Only 5 User Seats If your plan includes 5 user seats, those seats cover your internal team. Your clients do not each need a seat. Here is how to set things up efficiently: 1. Add your internal team members (up to 5) via the Account Menu (avatar) → Settings → Team Members page in your account. 2. Create a separate project for each of your 24 client sites inside Search Atlas. 3. For each project, use the client sharing or report sharing feature to generate a shareable link or grant client-level access to that specific project. 4. Send each client their unique access link or login so they can view only their own project's stats and reports. This approach means your 5 internal team members can manage all 24 client projects, while each client gets a tailored view of their own data — no extra seats needed. 📊 Sharing Reports with Clients Search Atlas also lets you share polished, branded reports directly with clients. To access this feature, navigate to the Left sidebar → Reports (URL: /report-builder/projects-list). From here you can: - Build a custom report for a specific client project. - Generate a shareable link that the client can open without a platform login. - Schedule automated report delivery so clients receive updates on a regular cadence. Shared reports are a great way to demonstrate value to clients while keeping your internal account secure and organised. 💡 Quick Reference: Seats vs Access - User Seats: For your internal agency team members who log in and work inside the platform. - Client Project Access: For your clients to view their own project data — does not use a seat. - Shareable Report Links: For sending read-only, branded reports to clients with no login required. 🛠️ Frequently Asked Questions Do my clients need their own Search Atlas account? No. Clients can view their project data through a shared link or client-level access that you generate from within your agency account. Can a client accidentally see another client's data? No. Client-level access is scoped strictly to the project you share with them. No cross-client data is visible. What happens if I exceed my project limit? Project limits are separate from user seat limits and depend on your plan. If you need to add more projects, consider upgrading your subscription. Can I revoke client access at any time? Yes. You can remove or update client access for any project at any time from within your account settings or the project's sharing options. 💬 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 connected with a member of our team.

🔄 Transfer Project Ownership Between Search Atlas Accounts

🔍 Overview If you need to move a project from your Search Atlas account to a colleague's or client's account — for example, handing a project off to an SEO manager who has set up their own account — this guide explains your options and the steps to take. ⚙️ How Project Ownership Transfer Works Search Atlas does not currently support an automated one-click transfer of a project between two separate accounts. However, there is a straightforward workaround that allows your SEO manager (or any other account holder) to recreate the project in their account and pick up right where you left off. 🛠️ Option 1: Add the New Owner as a Team Member First The quickest way to give another account holder full access to your project is to invite them as a team member on your account. This lets them view and work on all project data without needing a separate account. To do this: 1. Log in to your Search Atlas account. 2. Navigate to your account settings and open the Team Members section. 3. Invite the new owner using their email address and assign them an appropriate role. 4. Once they accept the invitation, they can access the project immediately. If the goal is for them to eventually manage the project entirely under their own account, this step also gives them time to review all existing settings and data before the transition. 📋 Option 2: Recreate the Project in the New Account If the project must live exclusively in the new owner's account, the most reliable approach is to document your current project setup and rebuild it there. Follow these steps: 1. Export or note your current project data. Before making any changes, record your tracked keywords, rank tracking settings, and any configurations saved in your project. 2. Document your Rank Tracker keywords. Go to Left sidebar → Keywords → Rank Tracker and export or copy your keyword list so nothing is lost. 3. Note your Site Explorer setup. Go to Left sidebar → Site Metrics (Site Explorer) and record the domains or URLs you have been monitoring. 4. Check any Local project settings. If your project includes local SEO work, go to Left sidebar → Local → GBP Projects and review your configurations across Overview, Posts, Reviews, and Local Citations. 5. Share this information with the new account owner. Send them your exported data, keyword lists, and any notes on campaign strategy. 6. The new owner rebuilds the project in their account. Using the shared information, they create a new project, add the same domain, import the keyword list, and configure settings to match. 💡 Tips for a Smooth Handover - Export keyword lists as CSV files where available — this makes it easy to bulk-import them into the new account. - Take screenshots of dashboards before the transition so historical context is not lost. - Keep the original project active until the new account owner confirms everything is set up correctly in their account. - Historical ranking data starts fresh in the new account from the date the project is created — this is expected behaviour and not an error. ❓ Frequently Asked Questions Will historical data transfer to the new account? No. Rank tracking history, site metrics snapshots, and other historical data are tied to the originating account. The new account will begin collecting fresh data from the moment the new project is created. Can I transfer Local SEO project data? Local project configurations, such as GBP connections, citations, and post history, cannot be automatically moved. The new owner will need to reconnect their Google Business Profile and reconfigure their local settings under Left sidebar → Local → GBP Projects. Is there a limit to how many team members I can add? Team member limits depend on your current subscription plan. Check your plan details in your account settings for more information. 🆘 Need Further Help? 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.

🔒 Upgrading Your Plan as a Team Member

🔍 Overview If you are logged in to Search Atlas as a team member added by an account owner, you may notice that the option to upgrade your plan is unavailable or that the Account menu cannot be located. This is expected behaviour. Billing and plan management are restricted to the account owner only. 👤 Why Team Members Cannot Upgrade Plans Search Atlas uses a role-based access model. When an account owner adds team members to their workspace, those users are granted access to tools and features but are not given permission to make billing or subscription changes. This protects the account owner from unexpected charges and ensures billing is always controlled by one authorised person. As a result, team members will not see the Account or Billing menu options that are visible to the account owner. ✅ How to Get Your Plan Upgraded To upgrade from the Starter plan to a higher tier, follow these steps: 1. Identify the account owner. This is the person who originally created the Search Atlas account and invited you as a team member. 2. Contact the account owner and ask them to log in to their Search Atlas account. 3. The account owner should click the Avatar in the top-right, select Billing, and choose Plans & Top-ups (Change Plan) to select the desired plan upgrade. 4. Once the upgrade is complete, the new features and limits will be available to all team members in the workspace immediately. 💡 Not Sure Who the Account Owner Is? If you do not know who the account owner is, check the original invitation email you received when you were added to the workspace. The sender of that email is typically the account owner. Alternatively, reach out to your manager or the person who set up your team's Search Atlas access. 🛠️ Still Need Help? 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.

🔒 Manage User Access and Site Visibility Restrictions

Overview Search Atlas allows you to invite team members or clients to your account. This article covers what is currently known about per-site (project-level) visibility restrictions for users, and explains what to do if you need this capability or cannot find the relevant controls. About Per-Site Visibility Restrictions Per-site (project-level) user access control — the ability to limit a specific user's visibility to only certain sites within your account — is a capability that some customers have requested. If you are looking for controls to restrict a user to specific sites and cannot locate them in your account settings, this feature may not yet be fully available for your account or plan. We recommend the following steps: - Check your Settings area under the Users or Team Members section to see what access options are currently available for your account. - If you do not see an option to restrict site visibility on a per-user basis, this capability may not be enabled for your plan or may still be in development. - To request this feature or ask about its availability for your account, reach out to our support team via the chat widget (see below). General User Management While per-site restrictions may be limited, you can still invite and remove users through your account settings: - To invite a user, go to Settings and navigate to the Users or Team Members section, then use the option to invite a new user by email. - If a user does not appear in the user list, they may have a pending invitation that was not yet accepted. Check within the Users section for any pending invitations and revoke or resend as needed. - To remove a user, locate them in the Users section of Settings and use the available removal option. How to Escalate or Request This Feature If you need per-site visibility restrictions and cannot find this functionality in your account, please contact our team. When reaching out, have the following ready: - Your account or workspace name - The specific sites you want to restrict access to - The email address(es) of the users whose access you want to limit - A description of what you are trying to accomplish 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.

🔐 Access Control: Team Members vs. Account Owners

🧭 Overview Search Atlas uses a role-based access system to protect sensitive account data. Not all users have the same level of access — and certain information, such as billing details, is restricted to authorized users. Understanding these boundaries helps you manage your workspace securely and share the right level of access with the right people. 👤 Account Owner vs. Team Member: Key Differences Every Search Atlas account has one account owner — the person who created the account and holds full administrative rights. Team members are additional users invited into the workspace, but their access is intentionally limited to protect sensitive data. - Account Owner: Full access to billing information, subscription management, account settings, payment methods, and invoices. - Team Members: Access to platform features such as tools, reports, and projects as configured by the account owner. Team members cannot view, request, or modify billing or subscription data. This distinction exists to protect the security and financial integrity of every account. Support agents — both human and AI — will not share billing or account ownership information with users who cannot be verified as the account owner. 🔒 Information Restricted to Account Owners Only The following data will only be discussed with or shared with a verified account owner: - Billing details, invoices, and payment history - Subscription plan changes, upgrades, or cancellations - Payment method information - Account ownership transfers - Security settings and two-factor authentication configuration If a team member contacts support requesting any of the above, they will be directed to have the account owner reach out directly. ✅ How Account Ownership Is Verified Before any billing or sensitive account information is shared, our support team verifies account ownership. Verification typically requires the user to be logged in as the account owner and may include confirming account-specific details. This process is in place to prevent unauthorised access and protect all customers on the platform. Important: If you believe a support interaction shared sensitive information without proper verification, please report it immediately so our team can investigate. 🏷️ The Correct Way to Give Clients Limited Access: White Label If you are an agency or consultant and need to share Search Atlas access with a client or a team member in a controlled way, the White Label feature is the correct and secure method. White Label allows you to create a branded, restricted experience for clients without exposing your account settings, billing information, or other sensitive data. 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.

🖼️ Logo Upload Requirements and Troubleshooting Guide

🖼️ Overview Uploading your logo to Search Atlas personalises your workspace and keeps your branding consistent across reports and dashboards. If your logo is not loading or the upload fails, this guide walks you through the requirements and the most effective fixes. 📐 Logo File Requirements Before uploading, make sure your file meets all of the following requirements: - Accepted formats: PNG, JPG, JPEG, SVG, or WebP - Maximum file size: 2 MB - Recommended dimensions: 200 × 80 px (landscape orientation works best) - Background: Transparent PNG files are recommended for the cleanest display - Colour mode: RGB (not CMYK — CMYK files may fail to upload or display incorrectly) Files that exceed the size limit or use an unsupported format will be silently rejected or fail to display, so confirming these details first saves time. 🛠️ Step-by-Step Troubleshooting Work through the steps below in order. Most logo upload issues are resolved within the first two or three steps. 1. Check the file size and format. Open your file manager, right-click the image, and select Properties (Windows) or Get Info (Mac). Confirm the file is under 2 MB and is one of the accepted formats listed above. 2. Resize or compress the image. If the file is too large, use a free tool such as Squoosh, TinyPNG, or Adobe Express to compress it below 2 MB without losing visible quality. Re-save as PNG or JPG before trying again. 3. Convert CMYK to RGB. If your logo was exported from a print workflow, it may be in CMYK colour mode. Open it in your image editor and convert the colour mode to RGB, then re-export. 4. Rename the file. Remove any special characters, spaces, or accented letters from the filename. Use only letters, numbers, hyphens, and underscores (e.g. company-logo.png). 5. Clear your browser cache. A cached version of the page can make it appear that the upload failed even when it succeeded. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to hard-refresh, then check the logo again. 6. Try a different browser. Test the upload in a second browser (Chrome, Firefox, or Edge) to rule out a browser extension or local setting causing the issue. 7. Disable browser extensions. Ad blockers and privacy extensions occasionally intercept file upload requests. Temporarily disable all extensions, then attempt the upload again. 8. Check your internet connection. Large file uploads can time out on slow or unstable connections. Switch to a stable network and retry. 📤 How to Upload Your Logo Once your file meets all requirements, follow these steps to upload your logo inside Search Atlas: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner of the platform. 3. Select White Label Setup from the dropdown menu. 4. Navigate to Settings (Logo). 5. Click Upload Agency Logo, select your prepared file, and confirm. 6. Hard-refresh the page to see the updated logo displayed across your account. ⚠️ Still Not Working? If you have followed every step above and the logo still will not load, there may be an account-level issue that requires manual review by our team. 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. When you reach out, please have the following ready to speed up the resolution: - The logo filename and file size - The file format (PNG, JPG, SVG, etc.) - A screenshot of any error message displayed during the upload - The browser and operating system you are using

🔄 Transfer Summit VIP and Platinum Purchases Between Accounts

📋 Issue Overview If you purchased Summit VIP or Platinum upgrades under the wrong email address, the access, credits, and community membership will be tied to that account instead of your primary one. This commonly happens when using a secondary or business email during checkout. ✅ Resolution Steps Contact the Search Atlas team to have the purchase transferred. A support agent will verify both accounts and move the VIP and Platinum benefits, including any unlimited credits and community access, to your primary account. The incorrect account's purchase will be canceled. 1. Open the chat widget in the bottom-right corner of the platform and type human teammate to connect with support. 2. Provide both email addresses: the one used for the incorrect purchase and your primary account email. 3. Confirm you want the VIP and Platinum benefits transferred, including any associated credits and community access. 4. The agent will process the transfer on the backend and cancel the purchase on the wrong account. 5. You will receive confirmation once the benefits appear on your primary account. 🔍 Verify the Fix After the agent confirms the transfer, log in to your primary account and check that Summit VIP and Platinum access, credits, and community features are active. 🛡️ Prevention Tips Always use your primary account email during checkout for Summit upgrades. If you manage multiple emails, double-check the email field before completing payment. 💬 Need Help? 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.

⚙️ Unsubscribe From Search Atlas Emails

📋 Overview If you no longer wish to receive emails from Search Atlas — including product updates, marketing newsletters, or platform notifications — you can request to be unsubscribed. This article explains how to get that done and what to expect. 🚀 How to Unsubscribe From Search Atlas Emails The primary way to unsubscribe from all Search Atlas emails is to use the unsubscribe link included in any email you have received from us. 1. Open any email you have received from Search Atlas. 2. Scroll to the bottom of the email. 3. Click the Unsubscribe link. 4. Follow the on-screen instructions to confirm your preference. If you are still receiving emails after using the unsubscribe link, or if you need your email address removed more urgently, our support team can action this on the backend. This is a manual process handled by our team. 📋 What to Have Ready When Escalating To help our team locate your account and process your unsubscribe request as quickly as possible, please have the following information ready: - The email address you wish to unsubscribe - Your Search Atlas account email (if different from the above) - A description of the types of emails you are receiving (e.g. marketing newsletters, platform notifications) - Any recent example email subject line or sender address ❓ Frequently Asked Questions - Will unsubscribing delete my account? No. Unsubscribing from emails only affects your communication preferences. Your Search Atlas account and all your data remain intact. - Will I still receive billing or security emails? Transactional emails — such as payment confirmations, invoices, and password reset emails — may still be sent as they are required to manage your account. - I unsubscribed but I'm still receiving emails. What should I do? Contact our support team using the chat widget described below, and have your account details ready so the team can process the removal manually. 💬 Need Further Help? 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.

🔍 Fix Website Ownership Verification Tag Issues

🧭 Overview Before Search Atlas can fully analyse and manage your website, it needs to confirm you own it. This is done by adding a verification tag to your website's <head> section. If ownership verification still fails after adding the tag, this guide explains what to check on your end — and what to have ready if the issue requires escalation to our support team for a backend fix. ⚙️ How Verification Works Search Atlas generates a unique meta tag for your website. You add this tag inside the <head> element of your homepage's HTML. Search Atlas then crawls your homepage and looks for that exact tag. If it finds the tag, ownership is confirmed. If it does not, verification fails. 🛠️ Common Things to Check First 1. Copy the tag exactly as provided. Open Search Atlas, navigate to the website verification area, and copy the full meta tag. Even a single extra space or missing character can cause the check to fail. 2. Confirm the tag is inside <head>, not <body>. The tag must appear between the opening <head> and closing </head> tags of your homepage. Tags placed in the body or footer are not detected. 3. Check that it is on the correct page. Verification only checks your root domain homepage (for example, https://yoursite.com). If your tag is on a sub-page or a staging URL, it will not be found. 4. Confirm the page is publicly accessible. Search Atlas cannot crawl pages that are behind a login, password protection, or a maintenance-mode screen. Temporarily disable any access restrictions and retry. 📋 What to Have Ready When Escalating If you have checked all of the above and verification still fails, the issue may require a backend action from our team. When you reach out, please have the following ready so we can resolve it as quickly as possible: - The exact website URL you are trying to verify (your root domain homepage) - The project name in Search Atlas where the verification is set up - A screenshot or copy of the verification tag as it currently appears in your page's HTML source - Any error message displayed on screen, including the exact wording - The date and time you last attempted verification 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.

🔍 Fix Missing Filters Despite Having Admin Access

🧭 Overview If a coworker with the same admin role can see filter options that you cannot, the cause is almost never a permissions problem. Search Atlas shows certain filters only when specific conditions are met — such as whether you have active tasks assigned to you, or the current state of the data you are viewing. This article explains the most common reasons filters appear unavailable and walks you through how to restore full filter visibility. ⚙️ Why Filters Appear Differently for Admin Users Admin access controls what actions you can perform and what data you can reach. It does not guarantee that every filter will be visible at all times. Filter availability is also controlled by contextual conditions — meaning the platform evaluates your current data state before displaying a filter option. The three most common causes of missing filters are: - Task status scope: Some filters, such as Within your weekly tasks, only appear when you have active tasks assigned to your account for the current week. If no tasks are assigned to you, the filter is hidden because it has nothing to act on. - Data state differences: Filters tied to campaigns, outreach records, or tracked items only appear when relevant data exists in your view. A coworker who has created or been assigned records will see filters that you do not yet see. - UI context mismatch: Filters are sometimes scoped to a specific sub-page or workflow state. Viewing a section at the top level versus drilling into a sub-page can change which filters are displayed. 🛠️ How to Diagnose Your Missing Filters 1. Check your assigned tasks. Navigate to your task list and confirm you have active tasks assigned for the current week. If your task list is empty, filters scoped to weekly tasks will not appear until tasks are added. 2. Compare your current page with your coworker's. Ask your coworker to confirm which exact page and sub-page they are on when they see the filter. Even a small navigation difference — for example, being inside Authority → Campaigns versus viewing Authority at the top level — can change the available filters. 3. Verify you have records in scope. Filters for outreach, inbox items, or campaign data require at least one record to exist in your view. If you have not yet created or been assigned any records in that section, the filter will not render. 4. Refresh your session. Log out and log back in to clear any cached UI state that may be preventing filters from loading correctly. 5. Ask your coworker to share their exact navigation path. Use the URL in the browser address bar as a reference. For example, outreach-related filters will behave differently at /outreach/press-release compared to the campaign sub-pages. 📋 Common Filter Scenarios by Section - Authority → Campaigns: Filters appear only when active campaigns exist under your account. A newly created account with no campaigns will show an empty filter panel. - Authority → Inbox / Sent: Filters for message status or sender are only available once outreach messages have been sent or received. - Authority → Cloud Stacks / URL Indexer: Filters are tied to submitted URLs or stacks. No submissions means no filterable data. - AI Visibility (Left sidebar → AI Visibility): Filters here depend on tracked queries being active. If tracking has not been set up, filter options will be limited. - Weekly task filters: These appear only when tasks are assigned to your specific user account for the active week, regardless of your admin role. 🎥 Accessing Training Recordings You Missed If you missed a live onboarding session or team training, recordings are made available through your account's training resources area. To access a recording: 1. Log in to Search Atlas and navigate to your account settings or the onboarding section provided by your workspace admin. 2. Ask your workspace admin to share the recording link directly, as recording access is managed at the workspace level and distributed by admins. 3. If your admin is unsure where recordings are stored, they can reach out via the chat widget in the platform to confirm the correct location for your workspace tier. 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.

🔑 How to Change a Team Member's Role to Admin

This article helps you change an existing team member's role from Viewer to Admin in Search Atlas. If you've tried editing a user's role and the option appeared greyed out, was missing, or the change didn't save, the steps below walk you through the exact location and process — plus how to confirm the change took effect. 📍 Where to Find It Team member role management is found by navigating to your account menu in the top-right corner of the platform (your avatar), then selecting Team Members. This opens the team management page at /settings?active_section=team, where you can view all current members and their assigned roles. 🛠️ Step-by-Step 1. Click your avatar or account icon in the top-right corner of the Search Atlas platform. 2. Select Team Members from the dropdown menu. You will be taken to the Team Members settings page. 3. Locate the team member whose role you want to change. Each user row displays their name, email, and current role. 4. Look for the role selector or action button next to that member's name. The available role actions listed for each member are: Viewer and Admin. 5. Click Admin to assign the admin role to that team member. If the option appears unclickable or is missing, see the note below. Important: Only existing admins can change another user's role. If you do not see the role options, confirm that your own account holds admin-level access. If you are an admin and the option is still unavailable — for example, the button is greyed out or produces no response — this may indicate a permissions issue that requires our support team to resolve directly. ✅ How to Confirm It Worked After clicking Admin, confirm the change was applied by checking the following: - The team member's role label in the Team Members list should now display Admin instead of Member. - Ask the team member to log out and log back in, then verify they can access admin-only areas such as billing or team management settings. - Refresh the Team Members page yourself and confirm the role still shows Admin — this rules out a display glitch where the UI updated temporarily but the change did not save. If the role reverts to Member after refreshing, or the team member still cannot access admin features after logging back in, the change did not persist and will need to be investigated by our support team. 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.

🔑 Fix Reversed Permissions on Linked Accounts

🔍 What Is a Reversed Permissions Issue? When you first set up your Search Atlas account, you may have been prompted to define your role or relationship to the workspace. If the wrong option was selected at that step, your account can end up with a lower permission level than intended — for example, being treated as a guest or team member instead of the account owner. The most common symptom is being unable to see or access the Billing tab, even though you created the account and pay the subscription. This happens because billing access is reserved for the Owner role only. ⚠️ Common Signs Your Permissions Are Reversed - The Billing tab is missing or greyed out in your settings. - You cannot invite or remove team members. - Another linked email address appears to have higher privileges than your primary account. - You receive a permissions error when trying to manage the subscription. 🗂️ Understanding Account Roles in Search Atlas Search Atlas uses a role-based permission system. Each seat in a workspace is assigned one of the following roles: - Owner — Full access including billing, subscription management, and all settings. - Admin — Can manage team members and most settings, but cannot access billing. - Viewer — Standard access to tools and projects only. If your account was set up with a secondary email accidentally assigned the Owner role, that email controls billing while your primary email is locked out. 🛠️ How to Check Your Current Role 1. Click your avatar in the top-right corner of the platform. 2. Select Team Members from the dropdown menu, or navigate directly to /settings. 3. Locate your email address in the team list and check the role displayed next to it. 4. Also check whether any other email addresses in the list are assigned the Owner role. If you see a different email holding the Owner role — or if your own email shows Admin or Viewer — your permissions are reversed and need to be corrected. ✅ How to Fix Reversed Permissions Role corrections that affect the Owner seat require action from our support team to ensure account security and prevent unauthorized changes. Follow these steps to get it resolved quickly: 1. Log in to Search Atlas using the email address that currently has the higher permission level (the one that can access billing), if you have access to it. 2. Navigate to your avatar → Team Members at /settings. 3. If you can change roles from this view, update your primary email to Owner and demote or remove the unintended account. 4. If you cannot make the change yourself, contact our support team immediately using the steps below. Important: Do not remove any email addresses from the workspace before confirming your primary account has Owner access. Removing the only Owner account will lock you out of billing entirely. 💡 Tips to Prevent This in the Future - Always use your primary business email when creating a new Search Atlas workspace. - During onboarding, select I am the account owner when prompted about your role. - After setup, visit /settings → Team Members to verify your role before inviting others. - Keep a record of which email address holds the Owner role for your workspace. 🆘 Need Help From Our Team? If you are unable to access the Team Members page, both email addresses are locked into incorrect roles, or the role dropdowns are not editable from your current permission level, our support team can manually correct the ownership assignment on your account. 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. When you reach out, please have the following ready to speed up the process: - The email address that should be the Owner. - The email address that is currently assigned the wrong role. - A brief description of what you see on the Team Members page.

🔒 Isolate and Transfer a Project Between Workspaces

🧩 What This Article Covers If a project (for example, a client website) is visible inside a shared workspace where an unauthorized user has admin access, you can request that Search Atlas detach it and transfer it to a private, owner-controlled workspace. This article explains how workspace isolation works and how to request one. ⚠️ Why This Happens Projects in Search Atlas live inside workspaces. When multiple users or organizations share a workspace, every admin in that workspace can see all projects inside it. This becomes a problem when: - A client or contractor was given admin access to a shared workspace. - A project belonging to a different client or owner was created inside that same workspace. - The original owner needs to regain exclusive control of the project without losing data. Search Atlas does not automatically separate projects when workspace membership changes, so a manual isolation action is required. 📋 What Is Preserved During a Transfer When a project is detached from one workspace and moved to another, project data and configuration are carried over. Ownership metadata is updated to reflect the destination workspace, and the project will no longer appear in the source workspace once the transfer is complete. The support team will confirm exactly what is included when they process your request. 🛠️ How to Request a Project Isolation and Transfer This operation is performed by the Search Atlas support team on your behalf. To help the team process your request as quickly as possible, have the following ready before reaching out: - The affected project name and domain — the exact name of the project and the domain it is associated with. - The current workspace name — where the project currently lives. - The destination workspace — whether you want the project moved to an existing private workspace or need a new one created. - Proof of ownership — be prepared to verify that you are the original account owner; the support team will check account records before making any changes. - A brief description of the access concern — explain who has unauthorized access and why the project needs to be isolated. 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.

🔧 Team Member Invite Redirect Fixed

📋 Issue Summary When you invited a team member and they accepted the invitation, they were redirected to a Choose a Plan payment page instead of being added to your team. This happened even though your account had available seats. ✅ Root Cause Our engineering team identified a bug in the invitation flow. The system was not correctly passing the inviter's customer ID during the verification step, which caused invited users to be treated as new customers instead of team members. 🚀 Resolution Status The fix has been deployed to production and is now live. Invited team members will be added directly to your team without being prompted to choose a plan. 🔍 What to Do Next 1. Send a new invitation to the team member from your account. 2. Ask the team member to accept the invitation link. 3. Confirm they are added to your team and can access the platform. If you had previously sent invitations that were not accepted, resend them so the recipients go through the corrected flow. 🛠️ Need Further Help? 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.

🔄 Transfer or Share Projects Between Search Atlas Accounts

🧭 Overview Search Atlas does not currently support direct project transfers between accounts. If your SEO manager has opened their own Search Atlas account, you cannot move an existing project from your account into theirs with a single click. However, there is a workaround available — and this article walks you through what to expect. ⚠️ Current Platform Limitation Project ownership in Search Atlas is tied to the account that created it. At this time, the platform does not include a built-in Transfer Ownership option that moves a project directly from one account to another. This means your SEO manager cannot simply claim or import your existing project from their own dashboard. ✅ The Recommended Workaround The most effective way to hand a project over to another account requires backend assistance from the Search Atlas support team. This process preserves all the work completed on the project and allows the receiving account to continue from exactly where you left off. 📋 What to Have Ready When You Escalate 1. Complete and save all current work — Before starting the transfer process, make sure all recent changes, content, and settings inside the project are fully saved. Review any pending tasks or unsaved edits across your project tools. 2. Confirm the destination account exists — Make sure your SEO manager has already created and verified their Search Atlas account before you initiate the request, otherwise the transfer cannot be completed. 3. Gather the required details — Have the following ready when you contact support: - The exact name of the project you want to transfer - The email address associated with your own Search Atlas account - The email address associated with your SEO manager's Search Atlas account 📩 How to Request the Transfer Because transferring a project between accounts requires action on the backend, you will need to reach out to the Search Atlas support team. A support team member will assist with moving the project data and settings to the destination account. Once the process is finished, the project will be accessible inside your SEO manager's account and they can continue working without needing to recreate any of the existing setup. After the transfer is complete, ask your SEO manager to log into their account and verify that the project is visible, that all settings are intact, and that they have full access to continue the work. 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.

🔐 Google Workspace Admin vs. Primary Owner Setup

🧭 Overview If Google is telling you that you are not an administrator — even though you created your company's Google Workspace account — you are likely experiencing a common role distinction issue. Being the primary owner of a Workspace account is not the same as holding Super Admin privileges. This article explains the difference, how to resolve permission conflicts, and how to generate an App Password for SMTP/IMAP once your admin access is confirmed. 👥 Understanding Google Workspace Role Hierarchy Google Workspace uses a layered permission system. Understanding where you sit in that hierarchy is the first step to resolving your issue. - Primary Owner (Billing Owner): The Google account that purchased or registered the Workspace subscription. This role controls billing and subscription management but does not automatically grant Super Admin privileges inside the Admin Console. - Super Admin: The user who has full administrative control over the Workspace domain, including managing users, security settings, and authentication policies. This role must be explicitly assigned. - Delegated Admin: A user granted a subset of admin permissions by a Super Admin — for example, managing specific organisational units or services. It is possible — and common — for the billing owner and the Super Admin to be different Google accounts, especially if your Workspace was initially set up by an IT provider, contractor, or a colleague. ⚠️ Why You May Be Denied Admin Access Even if you created the Workspace account, you may encounter an "administrator" error for one of the following reasons: - A contractor or IT provider was assigned Super Admin when the account was configured, and your personal account was not given the same role. - Your account was added as a standard user after the initial Workspace setup, without admin privileges. - There are multiple Google accounts associated with your organisation, and you are signed into the one without admin rights. - Your Workspace subscription was set up through a reseller who retained Super Admin control. 🔍 Step 1 — Confirm Which Account Holds Super Admin 1. Go to admin.google.com and attempt to sign in with your primary owner account. 2. If you can access the Admin Console, look for the admin roles or account management section to confirm your role assignments. The exact navigation labels may vary depending on your Workspace edition and version. 3. If you cannot access the Admin Console at all, your account does not hold Super Admin privileges. Try signing in with any other Google account associated with your organisation's domain. 4. If you are completely locked out and no admin account is accessible, use Google's account recovery options and follow domain ownership verification steps provided by Google 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.

🗑️ Delete Your Account and Stop Notification Emails

🔍 Overview If your account is locked behind a Choose Plan prompt, you cannot reach Settings to manage notifications or close your account on your own. In this situation, our support team can delete your account and stop all associated emails on your behalf. This article explains what to expect and how to make the request. ⚠️ Why You Cannot Access Settings When a subscription has lapsed or a plan has not been selected, the platform redirects you to a plan selection page before allowing access to any other section, including account settings. This means you cannot independently: - Unsubscribe from saved keyword list update emails - Navigate to billing or account preferences - Initiate account deletion through the UI Because self-service options are blocked in this state, account deletion and email opt-out must be handled by our support team. 📋 What Our Team Will Do When you contact support, a member of our team will: 1. Verify your identity and account ownership 2. Disable all notification emails linked to your account, including saved keyword list update emails 3. Permanently delete your account from the platform This process is handled by a specialized internal team and is typically confirmed once complete. 💬 How to Request Account Deletion Because you cannot access Settings, you will need to reach out to our support team directly. When contacting support, please be ready to: 1. Confirm that you want your account permanently deleted and that you would like all notification emails stopped. 2. Provide any details needed to verify your identity so the team can locate your account quickly. Once the deletion is processed, you will receive confirmation from the agent and no further emails will be sent to your address. 📌 Important Notes Before You Request Deletion - Account deletion is permanent. All your projects, keyword lists, reports, and data will be removed and cannot be recovered. - Email notifications will stop as part of the deletion process — you do not need to unsubscribe separately. - If you only want to stop receiving emails without deleting your account, mention this clearly to the agent so they can advise on the best option for your situation. 🛠️ Need Further Help? 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.

🔄 Technical Help After a Major Brand Change

🧭 Overview A major rebrand — such as a new business name, domain, logo, address, or phone number — can affect multiple areas inside Search Atlas. This article walks you through the key places to update your brand information and explains what to do if you run into issues along the way. ✅ Step 1: Update Your Brand Vault Brand Vault is the central hub that stores your business identity across Search Atlas. After a rebrand, this is the first place to update. 1. Navigate to Brand Vault: top-right More Features menu (grid icon, next to your account menu) → Brand Vault, or OTTO SEO in the left sidebar → All Sites (SEO Automation) → open your project → Brand Vault. 2. Update your business name, address, phone number, website URL, and any other changed details. 3. Review all fields carefully — even small mismatches (like an old suite number) can cause inconsistencies in citations and local SEO tools. 4. Save your changes before leaving the page. Important: If your business has multiple locations, each location must be updated individually. There is currently no bulk-edit option for multi-location Brand Vault entries, so work through each location one at a time. 🔍 Step 2: Reconnect or Review Google Business Profile (GBP) If your rebrand includes a new business name or address, your Google Business Profile connection may need attention. - Go to Local (GBP Projects) in the left sidebar and confirm your profile is still connected correctly. - If your GBP listing has been updated in Google, allow up to 24 hours for changes to reflect inside the platform. - For multi-location businesses, verify that each location's GBP is linked to the correct Brand Vault entry. 🤖 Step 3: Review OTTO SEO Settings OTTO SEO uses your brand data to power automations and keyword recommendations. After a rebrand, some settings may need to be refreshed. 1. Go to OTTO SEO → SEO Automation in the left sidebar (URL: /seo-automation-v3). 2. Check that OTTO is referencing your updated brand name and domain. 3. If you manually modified any keywords before the rebrand, review them — a Google Search Console sync can sometimes reset user-modified keywords and toggle states. Re-apply any custom changes as needed. 4. Re-run any OTTO automations that were tied to your old brand identity to ensure they reflect your new branding. 🌐 Step 4: Check Your Domain and Site Explorer Data If your rebrand includes a new domain name, Site Explorer data for the old domain will not automatically carry over. - Add your new domain as a project inside Search Atlas. - Historical data from your old domain will remain accessible under the old project but will not merge with the new one. - Allow 24–48 hours for fresh data to populate for a newly added domain. - If any metrics sections appear empty or fail to load after adding the new domain, wait and refresh — data population can take time for new domains. 📋 Step 5: Rerun Your Citation Scan Citations across the web may still reference your old brand name, address, or phone number. Running a new Citation Scan after updating Brand Vault will surface outdated listings that need correction. 1. Open the Citation Scan tool inside Search Atlas. 2. Confirm your Brand Vault details are saved correctly before starting the scan. 3. Review the results and prioritise fixing listings on high-authority directories. ⚠️ Common Issues After a Rebrand - Brand Vault fields not saving: Refresh the page and re-enter the information. If the issue persists, clear your browser cache and try again. - GBP data not updating: Ensure your GBP listing is fully verified and published in Google before expecting it to sync inside Search Atlas. - OTTO keywords reverting: After a GSC sync, manually re-apply any custom keyword changes inside OTTO SEO. - Site Explorer showing no data: New domains need time to index. Check back after 48 hours. 💬 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 connected with a member of our team.

🔐 Managing Team Member Access and Project Restrictions

🧭 Overview Search Atlas uses a straightforward team access model. When you invite a team member to your account, they receive access to all projects within that account. It is not possible to restrict a team member's access to a single project or a subset of projects. There are no project-level permission settings for team members in the platform. This article explains how team member access works and what options are available if you need to give someone access to only specific projects. 👥 How Team Member Access Works When you invite a team member through Settings > Team Members, they are added at the account level. This means: - They can view and interact with all projects in your account. - There is no option to select individual projects during the invitation process. - There are no project-specific roles or permission toggles in the Team Members settings. This design is intentional and applies to all team member roles available in the platform. If you previously read or were told that project-level restrictions exist inside Settings > Team Members, that information is incorrect. 🏷️ The Right Solution: White-Label Client Access If you need to give someone — such as a client, contractor, or external collaborator — access to only one specific project, the correct tool is the white-label feature. This feature is designed precisely for this use case and keeps your other projects fully private. White-label access allows you to provide a separate portal scoped to a specific project, so the invited user does not see any other projects in your account. This is the recommended approach for granting limited, project-specific access to external parties. To get started with the white-label feature, click the apps-grid icon in the header, then go to More Features > Agency Hub (Set up your Agency's White Label). If you need guidance on the specific configuration steps for your account, our support team can walk you through the process. 📋 Choosing the Right Access Method - Team Members (Settings > Team Members): Use this for internal colleagues or staff who need full access to all projects in your account. - White-Label Portal (Header apps-grid icon > More Features > Agency Hub): Use this for clients, contractors, or external collaborators who should only see a specific project. 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.

🔑 How to Grant Admin Access to a Team Member

This article explains how to promote an existing team member to Admin in your Search Atlas organization. If you've tried editing a member's role and found the option unavailable or unresponsive, the steps below cover the confirmed location, the correct action sequence, and how to verify the change took effect. 📍 Where to Find It Team member role management is located in your account settings: 1. Click your avatar in the top-right corner of the platform. 2. Select Team Members from the dropdown menu. This opens the Team Members page at /settings?active_section=team. 🛠️ Step-by-Step 1. Click your avatar in the top-right corner and select Team Members. 2. Locate the team member you want to promote in the list. If she does not appear, confirm she has already accepted her invitation to your organization — only active members can be edited. 3. Find the role control next to her name. You will see options labeled Member and Admin. 4. Select Admin to change her role. The selection should register immediately — there is typically no separate Save button for this action. 5. If the role control appears greyed out or clicking it has no effect, check that your own account holds the Admin role, as only Admins can promote other members. If you are listed as a Member yourself, you will need an existing Admin in your organization to complete this step on your behalf. ✅ How to Confirm It Worked After selecting the Admin role, confirm the change took effect by checking the following: - The label displayed next to the team member's name in the Team Members list should now read Admin rather than Member. - Ask the team member to log out and log back in to Search Atlas. After refreshing her session, she should have access to account-level settings — including the Team Members page itself — which are not visible to Members. - If the label still shows Member after your selection, refresh the page and repeat the step. If the problem persists after a second attempt, the role control may be restricted by a plan or permission condition that requires support intervention. 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.

Fix Missing User Seats on Your Pro Plan

🔍 Overview Some customers on the Pro plan or Pro plan trial have noticed their account displays fewer user seats than their plan should include. This means attempting to add a team member may trigger an error stating there are not enough seats available. This article explains what to do if you encounter this issue. ⚙️ Why This Happens Discrepancies between your plan's included seat count and the seats shown on your account can occur due to billing or seat allocation errors. If your account is not reflecting the correct number of seats for your Pro plan, this is something our support team can investigate and correct on the backend. ✅ How to Confirm the Issue Before reaching out to support, check the following: - Review your current seat count in your account settings. - Confirm you are subscribed to the Pro plan (not a legacy or downgraded plan). - Check whether you are on a Pro plan trial — seat limits apply to both trial and active Pro accounts. - Verify that no users are listed as inactive but still occupying a seat. 🛠️ What to Do If Seats Are Missing 1. Refresh your account: Log out of Search Atlas completely, then log back in. In some cases, the seat count updates after a fresh session. 2. Do not purchase a seat top-up to resolve this specific issue. If your plan already includes seats that are not showing correctly, adding a paid top-up would result in an incorrect charge. 3. Escalate to support if the issue persists after logging back in. Our team can investigate and manually correct the seat allocation on your account at no charge. 📋 What to Have Ready When You Contact Support To help our team resolve this as quickly as possible, please have the following information ready: - Your account or project name - The number of seats currently shown on your account - The number of seats you believe your plan includes - Any error message you received when attempting to add a user (exact wording is helpful) - Approximate date when you first noticed the discrepancy 💳 Important Note on Seat Top-Ups and Billing If you believe you have been incorrectly charged for seat top-ups related to a seat count error, please contact support so our team can review your billing history and issue any applicable credits. 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.

🪑 Managing OTTO Seats and Plan Inclusions

🤖 What Is an OTTO Seat? OTTO is Search Atlas's OTTO SEO automation assistant. Each active OTTO seat allows you to connect and automate SEO tasks for one website. Seats are billed as an add-on beyond the inclusions in your base plan. 📦 What Does My Base Plan Include? Your Search Atlas base plan includes a set number of OTTO seats by default, and this number varies by plan tier (for example, Starter includes fewer included seats than Growth, and Pro includes more than Growth). These included seats are a fixed part of your plan and cannot be removed or refunded — they are bundled into your base subscription price regardless of whether you actively use them. Any seats above your plan's included baseline are optional add-ons that you can cancel at any time. Check your Billing → Services page (top-right avatar menu → Billing → Services) to see exactly how many seats are included on your current plan. 💰 How Much Can I Save by Cancelling Extra Seats? If you have purchased additional OTTO seats beyond the 2 included in your base plan, cancelling them will reduce your monthly bill. The savings depend on how many extra seats you are currently paying for and the unit price of each seat in your plan tier. To see your exact savings before cancelling: 1. Click your avatar in the top-right and select Billing. 2. Select Services. 3. Review the line items for OTTO seats and note the per-seat cost. 4. Multiply the per-seat cost by the number of extra seats you plan to remove. That total reflects your monthly saving after cancellation takes effect. Note that you can only cancel seats beyond your plan's included baseline — the included seats for your tier cannot be removed. 🗑️ How to Cancel Additional OTTO Seats 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right and select Billing. 3. Select Services from the Billing submenu. 4. Locate the OTTO Seats section in your active services list. 5. Click Remove or Cancel next to the extra seats you want to discontinue. 6. Confirm the cancellation in the prompt that appears. Your remaining seats will reflect the change at the start of your next billing cycle. You will always retain the seats included in your base plan tier — these cannot be removed. 📊 Can I Pull Reports Without OTTO? Yes. OTTO is an automation tool, not a prerequisite for reporting. You can access and pull reports using Google Search Console and Google Business Profile (GMB) data directly within Search Atlas without activating or using any OTTO seat. Your analytics, ranking reports, and performance data remain fully available regardless of your OTTO seat count. Cancelling extra OTTO seats will not affect your ability to view or export these reports. ⚙️ Accessing OTTO Settings If you want to review which websites are connected to your active OTTO seats before making changes, navigate to OTTO SEO in the left sidebar and open SEO Automation inside it (URL: /seo-automation-v3). Here you can see all connected sites and manage which ones are assigned to a seat. Disconnecting a site from OTTO does not delete any data or reports associated with that site. ❓ Quick Reference Summary - Base plan OTTO seats: included count varies by plan tier, non-removable - Extra seats: Optional, can be cancelled anytime via top-right avatar menu → Billing → Services - Savings: Equal to the per-seat cost multiplied by the number of extra seats cancelled - Reports (Search Console / GMB): Fully accessible without any OTTO seat - Cancellation effective date: Start of your next billing cycle 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.

Permanently Delete a Deactivated Team Member

🔍 Overview If you have already deactivated a team member but cannot find an option to permanently delete their account, you are not alone. Currently, the Search Atlas platform allows account admins to deactivate users directly, but the option to fully delete a deactivated user is not available through the user interface. Permanent deletion must be handled by the Search Atlas support team on the backend. ⚙️ What You Can Do in the Platform Before contacting support, confirm that the user has already been deactivated. Here is how to check: 1. Navigate to the Team Members section of your account settings. 2. Locate the user you want to remove and confirm their status shows as deactivated. If they are still active, use the available action to deactivate them first. Once the user is deactivated, you will not see a delete option on this page — this is expected behaviour at this time. Proceed to the next step to request full removal. 🛠️ How to Request Permanent Deletion Because permanent deletion is performed by our backend team, you will need to contact support directly. Follow these steps: 1. Reach out to the Search Atlas support team through the support chat in the platform. 2. Provide the email address of the deactivated user you want permanently deleted. 3. Confirm that the user has already been deactivated in your account. 4. Our team will escalate the request to the specialised backend team, who will perform the deletion. 5. Once the deletion is complete, you will receive confirmation. Check your Team Members section to verify the user no longer appears. 💡 What to Expect - Deletion is performed on the backend and is not instant — allow some time for the change to be processed and reflected in your account. - After deletion, the user will no longer appear in your Team Members list. - Permanent deletion cannot be undone. Make sure you want to fully remove the user before submitting the request. ❓ Frequently Asked Questions Why is there no delete button in the platform? The ability to permanently delete a deactivated user is not yet available through the Search Atlas interface. This is a known limitation, and our engineering team is actively working on improvements to user management. Can a deactivated user still access the platform? A deactivated user should not have active access to the platform. Our team has made backend improvements to ensure deactivated users are properly restricted. If you believe a deactivated user is still able to log in or take actions, please report this through the support chat immediately. Will the deactivate

Fix a Missing Seat on Your Pro Plan

Overview Pro plan subscribers are entitled to 5 user seats. Some Pro accounts display only 4 seats, preventing teams from inviting their fifth user. If your account is showing the wrong seat count, the billing team can correct it manually and quickly. What Causes This? Some Pro plan accounts have been provisioned with 4 seats instead of the correct 5. This is a billing account issue, not a result of anything you did on your account, and the billing team can apply a manual correction. How to Get Your Seat Count Fixed Because seat counts are managed at the billing level, this correction cannot be made through the platform interface. Follow the steps below to confirm you are affected and get the fastest possible resolution: 1. Confirm the problem: Go to your account settings and check your current user seat count. If your Pro plan shows 4 seats instead of 5, your account needs a manual correction. 2. Contact support: Reach out to the Search Atlas support team through the support chat on the platform. Let the agent know you are on the Pro plan and that your seat count shows 4 instead of 5. Share your account email so the agent can locate your account and escalate to the billing team. 3. Billing team applies the fix: The billing team will manually update your seat allocation to the correct entitlement of 5 seats. This correction is applied directly to your account — you do not need to cancel or change your plan, and your billing amount will not change. 4. Verify the fix: Once you receive confirmation that the change has been applied, return to your account settings and confirm that 5 seats are now available. You should then be able to invite your additional team member immediately. What to Expect - The seat count correction is applied directly to your account by the billing team and requires no plan changes on your end. - Your subscription cost will not change as a result of this correction. - If you need further help, contact our support team via the chat on the platform and we will be happy to assist.

🔗 Buying Both: How VIP + Platinum Stack Together

You can purchase both VIP and Platinum. When you do, some benefits combine and some don't. This article explains exactly what you get when you hold both tiers. ⚡ Hyperdrive Credits — These Stack When you buy both tiers, your Hyperdrive Credits add together: | Source | Hyperdrive Credits | | --- | --- | | VIP | $100 | | Platinum | $200 | | Total | $300 | So a buyer who takes both VIP and Platinum receives $300 in Hyperdrive Credits total. (1 HDC = $1 in real value.) 🎥 Recordings & Content — Platinum Adds On Top Your content access combines across both tiers: - VIP gives you the 4 daily summit session recordings (lifetime access). - Platinum adds the Saturday Bonus Day (live + lifetime recording) and the full library of every past summit on top. There's no overlap between the tiers' exclusive content — Platinum's assets are additive. 💎 Platinum-Only Benefits You Keep When you hold both, you still receive every Platinum-exclusive benefit: - 🗓️ Saturday Bonus Day — Platinum-only (live + lifetime recording). - 🚀 Unlimited Quota during the summit — Platinum-only; not part of VIP. - 📚 Full Search Atlas summit library — every prior summit on demand. - 🎓 MCP Training recording — included as a Platinum asset. 📋 Stacking Summary | Benefit | What happens when you buy both | | --- | --- | | Hyperdrive Credits | ✅ Stack — $100 + $200 = $300 total | | Recordings | VIP covers the 4 daily sessions; Platinum adds Saturday + the full past-summit library on top | | Unlimited Quota | Platinum-only during the summit (not a VIP benefit) | | Saturday Bonus Day | Platinum-only (live + recording) | | Platinum-only assets | Summit library and MCP Training recording — no overlap with VIP | ❓ Quick Answers 1. If I buy both, do my Hyperdrive Credits add up? Yes — they stack to $300 total ($100 from VIP + $200 from Platinum). 2. Will I get the Saturday Bonus Day if I already have VIP? Only by holding Platinum — the Saturday Bonus Day is Platinum-only. 3. Does buying both unlock anything extra beyond the two tiers' benefits? No. You receive VIP's benefits plus all of Platinum's, with Hyperdrive Credits stacking to $300.

📘 MCP Permissions & Plan Access

MCP (Model Context Protocol) is the system that allows AI assistants to interact with Search Atlas tools on your behalf. Access to MCP tools is controlled by your Search Atlas plan and permissions. This means you can only use the tools, features, and product areas that are included in your account. MCP does not grant additional access beyond what your plan allows. 🧠 How Access Works MCP uses the same system as the Search Atlas platform: - Same authentication - Same plan entitlements - Same permission structure 👉 If you can access a feature in the Search Atlas app, you can access it through MCP. 👉 If you cannot access it in the app, MCP will not allow it. Note: Some MCP tools may not yet be publicly available even if the corresponding feature appears accessible in your Search Atlas dashboard. In these cases, you will receive an ACCESS_DENIED error that is unrelated to your plan or quota status. See the 🚫 Tools Not Yet Publicly Available section below for known examples. ⚙️ Step-by-Step: What Happens When You Use a Tool Step 1 You request an action through your AI assistant Example: - “Run a site audit” - “Create a PPC campaign” (see the ⚠️ OTTO PPC Standalone Mode section below for which PPC tools require a fully configured Search Atlas business profile) Step 2 The assistant selects the appropriate MCP tool Step 3 The MCP checks your permissions and plan access Step 4 One of two outcomes occurs: - ✅ Access granted → the action executes - ❌ Access denied → the action fails with an error. Important: an ACCESS_DENIED error does not always mean a plan or quota problem — the specific MCP tool may simply not yet be publicly enabled (see the 🚫 Tools Not Yet Publicly Available section below). Note: The error message returned may not always specify the exact reason for denial. Check your plan entitlements in the Search Atlas dashboard first; if your plan shows access but you still receive ACCESS_DENIED, the tool may not yet be publicly available via MCP — contact support for clarification. ⚠️ OTTO PPC Standalone Mode — What Works Today Some OTTO PPC tools can be used in standalone mode (with a connected Google Ads account but without a fully configured Search Atlas business profile). Others still require a complete business profile setup. Here is the current readiness status: - Reports — ✅ Available in standalone mode. Backend support for ads_account_id has shipped, so Reports can be used with only a connected Google Ads account. - Negative Keywords — ✅ Available in standalone mode with a connected Google Ads account. - Campaign Performance — ❌ Not yet available in standalone mode. The account-scoped APIs for standalone Campaign Performance have not yet been released to production. A fully configured Search Atlas business profile is currently required. - Performance Preferences — ❌ Not yet available in standalone mode. The /performance-preferences/ endpoint does not yet support standalone (ads_account_id) mode. A connected business profile remains required for this tool until the update is released. Note: Standalone support for Campaign Performance and Performance Preferences is on the roadmap. Until those updates ship to production, please configure a full Search Atlas business profile to use them. 🔍 What Determines Access Your ability to use MCP tools depends on: - Your Search Atlas plan - Enabled product areas (SEO, Content, GBP, PPC, etc.) - Available quotas and credits - Whether the specific MCP endpoint is publicly enabled for MCP access ⚠️ Common Access Issues Issue 1 — Tool is not available Cause: The feature is not included in your plan Result: The assistant cannot execute the action Issue 2a — Action fails after request (permission/plan denial) Cause: You do not have permission for that product area, or your plan does not include it Result: The MCP returns an authorization error Issue 2b — Action fails after request (endpoint not yet publicly available for MCP) Cause: The specific MCP endpoint has not yet been publicly released for MCP usage, even though the corresponding feature is accessible in the Search Atlas dashboard Result: The MCP returns an ACCESS_DENIED error that is not related to your plan or permissions. In this case, no plan upgrade will resolve the issue — contact support to confirm endpoint availability. Issue 3 — Action blocked despite access Cause: Quota is exhausted Result: The action cannot proceed until credits or quota are replenished or your billing cycle resets. 🚫 Tools Not Yet Publicly Available Some MCP tools exist on the backend but are not yet open for general MCP usage. If you call one of these tools, you will receive an ACCESS_DENIED error even if your plan, permissions, and quota are all valid. This is not a billing or upgrade issue — the tool itself is simply not publicly enabled for MCP yet. Known examples of MCP tools that are not yet publicly available: - se_bulk_serps — This endpoint is not currently publicly enabled for MCP usage. Even if your dashboard shows available Site Explorer or keyword quota, MCP calls to se_bulk_serps will return ACCESS_DENIED. This is not a plan or quota issue. No action is needed on your account. If you receive ACCESS_DENIED on one of these tools, no plan change will resolve it. Contact Search Atlas support to confirm whether a specific tool is currently publicly available, as endpoint availability changes over time. 🐞 Known Issues Known Issue — Domain-level schema deployment via MCP: When using MCP to deploy all schemas for a project, domain-level schema deployment may fail with an HTTP 400 error (otto_urls not found). Page-level schemas are unaffected. This is a known bug currently being resolved — manually deploy domain-level schemas from the Search Atlas dashboard as a workaround. ⚙️ Step-by-Step: How to Resolve Access Issues Step 1 Confirm the feature exists in your Search Atlas plan — open the Search Atlas app dashboard and check whether you can use the corresponding feature there. Step 2 Check that you have available quota Step 3 Retry the action Step 4 If the issue persists, review plan access or upgrade Step 5 If your dashboard shows available quota but you still receive ACCESS_DENIED via MCP, the endpoint may not be publicly enabled for MCP yet. Contact support to confirm whether the tool is currently available for MCP access. Quick decision checklist for ACCESS_DENIED errors: 1. Is the feature accessible in the Search Atlas app dashboard? If no, the feature is not on your plan — upgrade your plan or check quota. 2. If yes in the app but you still receive ACCESS_DENIED via MCP, the MCP tool may not yet be publicly available (see 🚫 Tools Not Yet Publicly Available) — contact support to confirm. 3. If the feature is on your plan and the tool is publicly available, check your remaining quota or credits — the action will resume when quota is replenished or your billing cycle resets. ❓ What to Do If You Receive ACCESS_DENIED If you receive an ACCESS_DENIED error from an MCP tool, follow these decision steps before assuming it is a quota or sync issue: 1. Check your dashboard. Is the feature accessible in the Search Atlas app? If no, the feature is not included in your plan — review your plan or upgrade. 2. If yes in the dashboard but ACCESS_DENIED via MCP, the tool may not yet be publicly available via MCP. Consult the 🚫 Tools Not Yet Publicly Available list above (for example, se_bulk_serps). No plan upgrade or quota change will resolve this — the endpoint is simply not yet enabled. 3. If the tool is not on the known list and you believe your plan includes it, contact Search Atlas support. Provide the tool name and the exact error so support can confirm endpoint availability or investigate further. 🔁 Key Principle 👉 MCP does not bypass permissions or plan limits. All actions strictly follow: - account permissions - plan entitlements - quota availability - whether the endpoint is publicly enabled for MCP 💬 Still Having Issues? If you've confirmed your plan, permissions, and quota but are still receiving an ACCESS_DENIED or similar error, here are your next steps: - Contact Search Atlas support chat to confirm whether the specific MCP endpoint is currently publicly available. - Review your plan and upgrade options if a feature is not included in your current plan. - Ask support for the latest list of MCP tools that are currently publicly available, as endpoint availability can change over time. MCP gives you conversational access to Search Atlas, but it does not expand your access beyond your plan. By understanding how permissions, entitlements, and endpoint availability work, you can quickly identify why an action succeeds or fails and take the appropriate next step.