Troubleshooting: Link Lab & Publisher Orders

🔗 Link Laboratory Publisher Auto-Assign & HDC Refund Issues

🔗 Fix and Replace a Misplaced Publisher Backlink

💰 Publisher Payment Pricing Discrepancies

🔍 Why prices may differ The price shown for a publisher can change depending on when and where you view it. Search Atlas may display a current publisher rate, while a published article can retain a different price captured at checkout, assignment, or placement. For example, a publisher may currently show $147 even though an earlier offer was $200. A rate may also appear much lower after publication if you are viewing the publisher’s live catalog price instead of the cost saved for your order. 💳 Which price applies to payment The amount used for publisher payment is the cost attached to the specific order or placement record—not necessarily the publisher’s current catalog price. Depending on the workflow, this amount may be captured when the publisher is assigned, when checkout is completed, or when the article is posted. Do not use a live publisher listing to calculate the payout for an existing placement. The listing may be repriced for future orders while the completed order remains associated with its saved cost. ✅ What to check first 1. Open the relevant order or published article in Search Atlas. 2. Confirm the publisher domain, article URL, and number of placements. 3. Review the order line, assignment details, checkout record, or payout information for the saved cost. 4. Compare the saved cost with the original agreement or approved order amount. 5. Check whether the amount shown is the publisher cost, your customer-facing price, or a current marketplace price. 🛠️ When to request a review Request a review when the saved cost for the placement does not match the approved order terms, or when a completed placement appears to have been overwritten with a newer live publisher price. Include the publisher domain, article URL, order or placement ID, agreed amount, displayed amount, and screenshots showing the discrepancy. A lower current publisher price alone does not confirm a payout error. It may apply only to new orders and may not change the cost already recorded for your published article. 📩 How to get 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.

🔄 Handle Publisher Mismatch and Order Refunds

🔍 Overview When a publisher is unable to fulfill your Link Lab order, Search Atlas may offer replacement publisher options. Occasionally, none of the suggested replacements may align with your target country or niche. This article explains what to provide when requesting help with a publisher mismatch and order refund. 📋 Publisher Replacement Mismatch If the replacement publishers offered for your order do not meet your niche or country requirements, do not accept a mismatched option. Gather the affected order number, the original publisher, the replacement options offered, and the specific reasons they are not suitable. ⚠️ Requesting Help With the Order 1. Review the replacement options. Confirm which publisher requirements are not met, such as the target country or niche. 2. Keep the order details ready. Include the order number, original publisher, replacement options, and a clear explanation of the mismatch. 3. Contact support. Ask the team to review the mismatch and your refund request. 💰 Order Refunds If the offered replacement publishers do not meet your requirements, contact support with the order details and explain that you are requesting a refund because of the mismatch. The team can review the order and advise you on the available resolution. 🛠️ Information to Provide - The affected Link Lab order number - The original publisher - The replacement publisher options offered - The niche or country requirements that were not met - Your request for an order refund 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.

🔄 Fixing Publisher Mismatch and Order Refunds

🔍 What Is a Publisher Replacement Mismatch? A publisher replacement mismatch occurs when a replacement publisher does not meet the requirements of your original order. ✅ What You Should Do 1. Review the replacement publisher against your original order requirements. 2. If the replacement does not meet those requirements, do not accept it. 3. Contact support to report the mismatch and request a refund for the affected order. 💰 What to Include in Your Request Have the affected order details ready and explain how the replacement publisher differs from your original requirements. Our team can review the mismatch and advise on the refund. 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 Outreach Campaigns and Frozen Account Billing

📋 Overview This article covers two related topics that customers often ask about together: removing outreach campaigns in the Authority section and understanding whether a frozen or inactive account still incurs charges. Read on for a clear explanation of both. 📍 Where to Find Outreach Campaigns Outreach campaigns are managed inside the Authority section of the platform. To navigate there: 1. Click Authority in the left sidebar. 2. Select Campaigns from the sub-menu. From this page you can view all active and draft outreach campaigns associated with your account. 🛠️ Known Issue: Unable to Delete Outreach Campaigns We are aware of a bug that currently prevents some customers from deleting outreach campaigns. This issue has been identified and logged by our engineering team and a fix is awaiting release. Until the fix is deployed, here is what you can do: - Pause the campaign to stop any further outreach activity while the bug is resolved. - Note the campaign name and contact our support team via the chat widget so we can manually action the deletion on your behalf if needed. - Check back for platform updates — the fix will be rolled out automatically and no action will be required from you once it is live. We apologise for the inconvenience and appreciate your patience while our team resolves this. 💳 Billing for Frozen or Inactive Accounts A common follow-up question is whether charges continue when an account is frozen or when campaigns are not actively running. Here is how billing works: - Subscription charges are based on your active plan, not on the number of campaigns running. If your account is on a paid plan, billing continues regardless of whether campaigns are paused or inactive. - A frozen account typically refers to an account where functionality has been restricted — for example, due to a disconnected email or a payment issue. In most cases, your subscription billing cycle continues during this period. - To avoid charges, you would need to downgrade or cancel your subscription through your account settings before your next billing date. If you are unsure whether your specific account is being charged during a frozen state, our support team can review your billing details and confirm the exact status. ✅ Steps to Pause or Manage an Outreach Campaign While the delete function is temporarily unavailable, follow these steps to stop an outreach campaign from sending: 1. Go to Authority in the left sidebar. 2. Click Campaigns. 3. Locate the campaign you want to stop. 4. Open the campaign and look for the option to pause or disable it. 5. Confirm the change. The campaign will stop sending outreach emails immediately. Pausing a campaign ensures no further emails are sent while you wait for the delete functionality to be restored. 🔗 Connected Email Accounts Outreach campaigns rely on a connected email account to send messages. If your email account becomes disconnected, campaigns linked to that account will not send. However, the campaign itself will remain in your list until it is deleted. To reconnect your email or manage linked accounts, go to Authority → Inbox and review your connected accounts from there. 💬 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.

🔗 Link Lab Replace-Publisher Option Not Appearing

🔍 Overview If you received an email asking you to select a replacement publisher for a Link Lab order, but the option to change publishers is not visible or functional inside the platform, you are not alone. This was a confirmed platform issue affecting existing orders. The engineering team has since resolved the underlying bug. This article explains what happened, what to expect, and how to get help if the issue persists for your order. ⚙️ What Caused This Issue A bug in the Link Lab system caused the replace-publisher option to be missing on certain existing orders even when customers were actively prompted by email to take action. In some cases, the order status was incorrectly pinned to a rejected state while still holding an open publisher assignment, which prevented the replacement flow from appearing correctly. An additional issue caused the alternative-publisher selection to fail entirely when a publisher re-engaged after a prior rejection. Both bugs have been fixed by the engineering team. ✅ What Was Done to Resolve Affected Orders For orders where this issue was confirmed, the Search Atlas Link Lab team manually reviewed each affected order and progressed them through the publisher-assignment process. Completed orders were marked as done, and orders still in progress were handled by the team directly without requiring further action from the customer. 🛠️ What To Do If You Are Seeing This Right Now If you received an email to select a new publisher but the replace-publisher option is still not available in your order, follow these steps: 1. Check your order status. Log in to the platform and navigate to your Link Lab orders to review the current status of the affected order. If the order already shows as completed, no further action is needed on your part. 2. Check your inbox and spam folder. A follow-up email may have been sent confirming the order was completed or providing updated instructions. 3. Wait briefly if the order is in progress. If the order status shows it is still being processed, the Link Lab team may already be handling it. Allow some time before escalating. 4. Contact support if the issue persists. If the replace-publisher option is still missing and your order has not progressed, reach out to the support team immediately using the steps below. 💡 What To Include When Contacting Support To help the team resolve your issue as quickly as possible, have the following information ready before you open a chat: - Your Link Lab order number(s) (e.g. the numeric ID shown in your order list or in the email you received) - The email subject or date of the message prompting you to select a new publisher - A brief description of what you see — or do not see — when you navigate to the order 📞 Get 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.

🔗 Troubleshoot a Link Laboratory Order Issue

🔍 Overview Link Laboratory is the link-building order center inside Search Atlas. If your order appears stuck, unconfirmed, or is not progressing as expected, this article explains what to do and how to escalate effectively so the support team can resolve your issue as quickly as possible. ⚠️ Common Order Problems - Order shows no status update: Orders can take time to move through the fulfilment pipeline. Allow up to the estimated timeframe shown on your order before escalating. - Order appears stuck or pending: This may indicate a technical issue that requires investigation by the Search Atlas team. - Order not visible in your dashboard: Confirm you are viewing the correct workspace. If you manage multiple projects, switch to the relevant project from within the platform. - Unexpected order status change: Check any in-platform notifications or messages associated with your account for any related communications. 🛠️ How to Escalate a Link Laboratory Order Issue Because Link Laboratory order issues may involve backend processing that cannot be resolved through self-serve steps alone, the most effective path is to contact the support team directly. To help the team investigate and resolve your issue as quickly as possible, please have the following information ready before you reach out: - Your project or workspace name — the specific Search Atlas project the order is associated with. - The order details — including the target URL, anchor text, and any other details visible on the order. - A description of the problem — for example, what status the order is currently showing, how long it has been in that state, and any error messages you have seen (copied exactly as displayed). - The approximate date and time the issue was first noticed. - Any relevant screenshots — if you are able to capture the order view showing the unexpected status or missing information, this will speed up the investigation. Having these details ready when you contact support will allow the team to look into the backend status of your order without back-and-forth delays. 📋 Before You Escalate — Quick Checks 1. Confirm you are in the correct workspace: If you manage multiple projects, make sure you are viewing the project where the order was placed. 2. Check for in-platform notifications or messages: Your account may have received a communication from the Search Atlas team regarding an action required on your order. 3. Verify your billing information is current: If payment did not complete, the order may not have entered the fulfilment queue. Check your account settings to confirm your billing details are up to date. 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.

🚫 Handling Unsolicited Pitches and Spam Outreach

🔍 What Is This About? Some Search Atlas users have reported receiving unsolicited messages through the platform — typically SEO service offers, link-building pitches, or business proposals that include sample websites and requests for a reply. These messages are not sent or endorsed by Search Atlas and are considered spam or unsolicited solicitation. This article explains what to do if you receive one of these messages and how to keep your inbox clean. 📬 Where These Messages May Appear Unsolicited pitches can arrive through the outreach-related sections of the platform. If you receive a message you did not request or notice activity you did not initiate, check your outreach and messaging areas within the platform and take action immediately using the steps below. ⚠️ How to Recognise an Unsolicited Pitch Unsolicited solicitations typically share these characteristics: - Offers of SEO, link-building, or guest posting services you never requested - Lists of sample websites or client references included in the message body - Requests to reply to a proposal or click an external link - Sender details you do not recognise or that seem unrelated to your projects - A generic greeting with no reference to your specific business or domain If a message matches any of these patterns, treat it as unsolicited and do not reply, click any links, or share personal or payment details. 🛠️ What to Do If You Receive One 1. Do not reply — responding confirms your address is active and may invite more solicitations. 2. Do not click any links — external links in unsolicited messages can pose security risks. 3. Note the sender details — take a screenshot or copy the sender name and message content before taking further action. 4. Delete or dismiss the message — remove it from your outreach inbox to keep your workspace tidy. 5. Report it to our team — open the chat widget (see below) and share the sender details so we can investigate and take appropriate action. 🔒 Protecting Your Account Search Atlas does not facilitate or endorse third-party solicitation within the platform. To reduce exposure: - Regularly review your outreach inbox for any unexpected messages. - Ensure only trusted team members have access to your workspace — manage access via your account settings. - If you suspect your account credentials have been compromised, change your password immediately. 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 Outreach Inbox Unread Count No Messages

Overview If your Outreach inbox displays an unread message count but shows no content when you open it, or if your emails are taking longer than expected to sync, this article explains the most common causes and the steps you can take to resolve them. This issue affects the Inbox section inside the Digital PR and Outreach tools. Common Causes of the Unread Count Display Bug Seeing an unread badge without any visible messages is usually caused by one of the following: - Email sync still in progress: Messages have been detected by the system but have not yet fully loaded into the inbox view. - Incomplete email account connection: The connected email account lost its authentication or was disconnected mid-sync, leaving ghost counts behind. - Browser cache conflict: Outdated cached data in your browser can cause the inbox UI to display stale or mismatched information. - Filter or folder mismatch: Active inbox filters may be hiding messages that the unread counter is still tracking. Common Causes of Email Sync Delays Email syncing in the Digital PR and Outreach modules depends on a live connection between Search Atlas and your linked email provider. Delays can occur when: - Your email provider is experiencing service issues or rate limiting. - The OAuth token for your connected account has expired and needs to be re-authenticated. - A large volume of emails is being synced for the first time after a new account connection. - Your inbox has a high number of messages or threads, which increases initial sync time. - Network interruptions occurred during an active sync cycle. Initial syncs for newly connected accounts may take some time depending on mailbox size. Subsequent syncs are typically faster. Step-by-Step Troubleshooting Follow these steps in order to diagnose and resolve the issue. 1. Wait and refresh: If you recently connected your email account or sent a campaign, wait a few minutes and then hard-refresh the page using your browser's refresh shortcut. 2. Clear your browser cache: Go to your browser settings, clear cached images and files, then reload the platform. 3. Check your inbox filters: Navigate to your Outreach or Digital PR inbox and confirm that no active filters are narrowing the view. Reset any applied filters to show all messages. 4. Reconnect your email account: If messages are still missing, disconnect your email account from the platform's email connection settings and reconnect it. This forces a fresh authentication and a new sync cycle. 5. Try a different browser or incognito mode: If the issue persists after clearing cache, open the platform in a private/incognito window or a different browser to rule out a local browser conflict. 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 the Outreach Campaign Schedule Error

🔍 What This Error Means When you see the message 'Please configure outreach schedule first!', it means your outreach campaign is missing a required sending schedule. Search Atlas will not allow a campaign to launch until a valid schedule is set. This is a quick fix — follow the steps below to resolve it. 🛠️ How to Configure Your Outreach Schedule 1. In the left sidebar, open your outreach campaigns list. 2. Locate the campaign showing the error and click on it to open the campaign settings. 3. Navigate to the Schedule section within the campaign editor. 4. Set your preferred sending days, time window, and time zone. All three fields are required before you can proceed. 5. Click Save to confirm your schedule settings. 6. Return to the campaign overview and attempt to launch your campaign again. ✅ Tips for a Valid Schedule - Select at least one sending day — campaigns with no active days cannot be scheduled. - Set a valid time window — your start time must come before your end time. - Choose a time zone — leaving the time zone blank will trigger the same error even if other fields are filled in. - Save before launching — always save your schedule changes before clicking the launch button. 🚀 Launching Your Campaign After Setup Once your schedule is saved, the error should no longer appear. Go back to your campaign in your campaigns list, confirm the schedule is displayed correctly in the campaign summary, then click Launch. Your campaign will begin sending according to the schedule you configured. 💡 Still Seeing the Error? If you have completed all the steps above and the error persists, it is possible that the schedule did not save correctly due to a browser or session issue. Try the following: - Refresh the page and re-enter your schedule settings before saving again. - Clear your browser cache or switch to a different browser. - Check that no required fields are highlighted in red, which indicates an incomplete entry. If the issue continues after trying these 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.

🛠️ Troubleshooting Bulk Campaign Emails Not Sending

This article explains why selecting contacts for a bulk campaign send may result in only a small number of emails actually going out — and what to do about it. 🔍 What's Happening When triggering a bulk send in a campaign, it is possible for the action to appear to complete while only a fraction of the selected emails are actually dispatched. This is a known issue that our team can investigate and resolve on your behalf. 🛠️ What to Do 1. Note the name of the affected campaign and, if possible, the approximate number of contacts you selected versus how many emails were actually sent. 2. Note the date and time (including your timezone) when you triggered the bulk send. 3. Reach out to our support team using the contact method described below and provide these details so we can investigate your account and get your emails sending correctly. ✅ What to Have Ready When You Contact Us - The name of the affected campaign - The number of contacts selected for the bulk send - The number of emails that actually went out - The date and time the bulk send was triggered 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.

🚀 Troubleshooting Campaign Bulk Emails Not Sending

This article explains what to do when you trigger a bulk email send from a campaign and only a few emails go out — or none at all. Use the diagnostic steps below to rule out common causes before escalating to our support team. 📍 What This Issue Looks Like You select one or more contacts in a campaign and trigger a bulk send action. The trigger appears to complete, but little or no email activity follows — contacts remain in their pre-send state and no outreach is logged. 🛠️ Self-Serve Checks to Try First 1. Verify campaign status. Open the campaign and confirm it is set to Active. If the campaign is paused or in draft mode, bulk sends will not go out even after you trigger them. 2. Check your contact filters. Review the contact list or segment you selected. If filters are set too narrowly — for example, excluding contacts who have already received an email — your eligible contact count may be zero or near zero, which would explain minimal send activity. 3. Review your account's send limits. Some plans have daily or monthly outreach limits. Navigate to your account or billing settings and confirm you have not exhausted your send quota for the current period. 4. Check contact email validity. If the contacts you selected have unverified, bounced, or opted-out email addresses, those sends will be silently skipped. Review the contact records for any deliverability flags. 5. Re-trigger a small test batch. Select two or three contacts whose email addresses you can verify and trigger a send manually. If those go through, the issue may be isolated to a specific segment or filter condition rather than a platform-wide problem. 6. Check for recent account or permission changes. If your role or team permissions were changed recently, your account may no longer have the access level required to execute bulk sends. Confirm with your workspace admin that your permissions are intact. 🔺 If the Issue Persists — What to Prepare Before Escalating If none of the above steps resolve the issue, our support team will need to review your backend send logs. Please have the following ready when you reach out: - The exact name of the campaign where the bulk send stalled - Approximately how many contacts you selected and when you triggered the send (date, time, and your timezone) - A screenshot or description of any confirmation message, error message, or lack of response you saw immediately after triggering the send - Whether the issue is consistent with one campaign or occurs across multiple campaigns - Your current plan or subscription tier, and whether any account changes were made recently ✅ What to Expect Once you escalate with the details above, our team can review the backend send logs for your account and determine why the bulk send did not complete as expected. 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 Site Catalog Access Issues for Publisher Placement

🔍 Overview The Site Catalog allows you to browse publisher sites and switch your placement to a different niche — for example, moving from a general category to a garage door-related niche. If you are unable to open the Site Catalog or switch your publisher placement, an access issue may be preventing you from doing so. This article explains what to expect and how to escalate so the Search Atlas team can resolve it on the back end. ⚠️ Common Reasons for Site Catalog Access Issues - Insufficient account permissions: Your user role may not have the access level required to view or modify publisher placements. - Subscription or plan restriction: Site Catalog access may be tied to a specific plan or add-on that is not currently active on your account. - Account configuration: In some cases, access must be enabled manually by the Search Atlas team on the back end. 🛠️ What to Expect and How to Escalate Site Catalog access issues — including the inability to switch publisher placements to a specific niche such as garage door-related categories — are typically resolved by the Search Atlas team through a back-end configuration change. There is no self-serve fix available for this type of issue. When you contact support, please have the following information ready so the team can act quickly: - Your project name and the account email address associated with your Search Atlas account. - A description of the exact issue you are experiencing (e.g., unable to open Site Catalog, unable to switch publisher placement to a specific niche). - The niche or category you are trying to switch your placement to (e.g., garage door services). - Any error message displayed, along with the approximate date and time the issue first occurred. 💡 Tips to Avoid Future Access Issues - Ensure your account is configured with the appropriate permissions before attempting to switch publisher placements. - If you expect to switch niches regularly, confirm with the Search Atlas team that your account is set up to support that workflow. 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 Email Campaign Over-Sending and Bounces

📋 Overview If your email campaign delivered more messages than the number of contacts you selected — or if you noticed a high bounce rate — this article explains the most common causes and how to resolve them. 🔍 Why Did My Campaign Send More Emails Than Expected? There are several reasons a campaign may exceed your intended send count: - Duplicate contacts in your list: If the same email address appears more than once across your selected segments or contact lists, each instance may trigger a separate send. Deduplication does not always happen automatically if contacts were imported from multiple sources. - Multiple list segments selected: When you build an audience from more than one segment, contacts who belong to several segments can be included multiple times unless a unique-contact filter is applied before sending. - Retry logic on soft bounces: The platform automatically retries delivery for soft bounces (temporary delivery failures). Each retry counts as an additional send attempt in your campaign metrics, which can inflate the total send number shown in your report. - Transactional or trigger duplicates: If the campaign was connected to an automation routine, the routine may have re-enrolled contacts who met the trigger condition more than once. 📊 Understanding Bounce Types Bounces fall into two categories, and each requires a different response: - Hard bounces: The email address is invalid, does not exist, or the recipient domain is blocking delivery permanently. These contacts should be removed from your list immediately to protect your sender reputation. - Soft bounces: A temporary issue prevented delivery — for example, a full inbox or a server timeout. The platform retries these automatically. If a contact soft-bounces repeatedly, it will eventually be treated as a hard bounce. 🛠️ How to Audit and Fix Your Contact List 1. Open the affected campaign from your email campaigns list. 2. Review the delivery report to identify the total send count, bounce count, and bounce type breakdown. 3. Export your contact list and check for duplicate email addresses. Remove any duplicates before your next send. 4. If you used multiple segments, consolidate them into a single deduplicated list and re-upload it before creating a new campaign. 5. Hard-bounce contacts should be suppressed or deleted from your audience. Do not attempt to re-send to addresses that have hard-bounced. ✅ Best Practices to Prevent Over-Sending and High Bounces - Clean your list before every campaign: Remove invalid addresses, role-based addresses (e.g., info@, noreply@), and any contacts that have previously hard-bounced. - Use a single deduplicated segment: Merge all target contacts into one list and remove duplicates before selecting your audience in the campaign builder. - Verify new imports: When importing contacts from an external source, run a quick deduplication check and validate email format before saving the list. - Monitor your sender reputation: A bounce rate above 2% can damage your deliverability. Aim to keep hard bounces below 0.5% and soft bounces below 1.5%. - Review automation routines: If your campaign is triggered by a routine, open your automation routines and confirm that re-enrollment conditions are set correctly to avoid sending to the same contact multiple times. 💡 Checking Your Campaign Metrics You can review detailed send and bounce data for any campaign by going to your campaign analytics or reporting view. This view shows total sends, unique opens, bounce breakdowns, and unsubscribe counts. Use this data to identify patterns before launching future campaigns. 🆘 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.

💰 Guest Post Refunds: Stuck or Rejected Orders

📋 Understanding Refund Eligibility Guest post orders may qualify for refunds when placements are rejected by publishers or remain stuck in progress without resolution. Refunds are issued as HyperDrive credits (HDC) to your account balance. The system now includes automated refund actions for rejected placements, but some cases still require manual review by our team. 🔍 Checking Your Order Status Review the status of each placement in your guest post orders. Look for placements marked as rejected, stuck in pending review, or showing no progress after an extended period. The View Status table now includes a Refunded column to help you identify which placements have already been credited. 🛠️ Using Self-Service Refund Options When a publisher rejects a placement, the Alternatives Drawer may appear with options to choose a replacement site or request an HDC refund. If you see a "Refund HDC" action, select it to trigger an automatic credit refund. For orders placed before this feature launched, or if the option does not appear, proceed to the next step. 📬 Reporting Stuck or Rejected Orders If your selection page from the email notification fails to load, or if you have orders with rejected or stalled placements that show no refund option, gather the order numbers and details of the affected placements. Include whether any placements went live successfully. 💬 Requesting Manual Review 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. Provide the order numbers and a summary of which placements were rejected or are stuck. Our team will verify each placement and process eligible refunds as non-recurring HyperDrive credits. 💡 Refund Details to Know Refunds are issued at the wholesale cost of the placement, not the retail price charged, so margins are not refunded. Credits are added as non-recurring HDC and can be used for future guest post orders. Once processed, the Refunded column in your order status will update to reflect the credit.

🔗 Troubleshooting Common Link Lab Issues

🔍 Overview Link Lab is Search Atlas's managed link-building tool that lets you place articles on publisher sites to earn high-quality backlinks. Like any complex workflow, occasional technical issues can arise — from orders missing article content to submission errors. This article walks you through the most common Link Lab problems and how to fix them. ⚠️ Common Link Lab Issues and What They Mean Below are the most frequently reported issues in Link Lab and what typically causes them. - Order created but no article is shown for review: This can happen when an order is placed through the AI Agent and the article fails to attach correctly to the order record. The order exists, but the content is missing from the review screen. - Article submission not completing: The Content Genius to Link Lab bridge occasionally encounters errors when passing a drafted article into a Link Lab order. The article may appear complete in Content Genius but fail to transfer. - Missing "Replace Publisher" option: On some existing orders, the option to swap the publisher is not visible. This is a known issue that has been resolved for new orders, but older orders may still be affected. - Misleading post-completion guidance: After an order is marked complete, some users see edit prompts that no longer apply. This is a display issue and does not affect your order status. 🛠️ Step-by-Step Troubleshooting Work through these steps before contacting support. Most issues can be resolved without escalation. 1. Refresh the order page. Navigate away from the order and return to it. Some display issues resolve with a fresh page load. 2. Check your order status. In Link Lab, locate your order and confirm its current status. If the status shows as complete but no article is visible, the content may not have transferred correctly. 3. Verify the article in Content Genius. Go to Left sidebar → Content → Content Genius and check whether the article was saved there. If the article exists in Content Genius but did not appear in your Link Lab order, this confirms a transfer issue. 4. Re-submit the article manually. If the article is available in Content Genius, try re-initiating the submission to Link Lab from within the article editor. Look for the Link Lab submission option in the article actions menu. 5. Check for browser or cache issues. Hard-refresh your browser (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac) and try again. Try a different browser if the issue persists. 6. Note your order ID. If you still see a problem, make a note of your order ID (for example, a number such as 34611) before contacting support. This helps our team investigate quickly. 📋 Information to Have Ready Before Contacting Support If the steps above do not resolve your issue, our support team will need the following details to investigate efficiently. - Your order ID or order number (visible on the order detail page) - The publisher name associated with the order, if known - A brief description of what you expected to happen versus what actually occurred - Any error messages displayed on screen (a screenshot is helpful) - Whether the order was created manually or via the AI Agent 💡 Tips to Avoid Link Lab Issues - Always review your article fully in Content Genius before submitting it to Link Lab. Incomplete drafts can cause transfer failures. - Avoid closing the browser tab immediately after placing an order. Wait for the confirmation screen to fully load. - If using the AI Agent to create Link Lab orders, double-check the order page shortly after the agent completes the task to confirm the article is attached. - For older orders missing the "Replace Publisher" option, create a new order with your preferred publisher rather than editing the existing one. 💬 Still Need Help? If you have followed the steps above and your Link Lab issue is not resolved, our team is ready to assist. 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 Content Genius to Link Lab Bridge Failures

Overview After running a Guest Post Backlink campaign, some users are unable to push articles from Content Genius to Link Lab for publication. When this happens, the platform may report that the bridge between the two tools is blocked or unavailable. This is a known platform-level integration failure. Is This Happening to You? - You ran a Guest Post Backlink campaign in Link Lab. - You tried to push a completed article from Content Genius to Link Lab. - The platform returned an error indicating the bridge is blocked or unavailable. If this matches your situation, follow the self-service steps below before contacting support. What You Should Do 1. Refresh your session. Log out of Search Atlas completely, clear your browser cache, and log back in. Then navigate back to Content Genius and attempt the article push again. 2. Check the status of your Guest Post Backlink campaign in Link Lab. Open Link Lab, locate the campaign that was active when the error occurred, and confirm its status. If the campaign shows a pending, paused, or error state, wait for it to reach an active or completed state before retrying the push from Content Genius. 3. Retry the article push from Content Genius. Once your campaign status is confirmed as active or completed, return to Content Genius, open the article, and attempt to push it to Link Lab again. In many cases this resolves the bridge failure without further intervention. 4. Try pushing to a different or newly created Guest Post Backlink campaign. If the error persists on the original campaign, create a new Guest Post Backlink campaign in Link Lab and attempt to push the article to that campaign instead. 5. If none of the above steps resolve the issue, contact our support team. Take a screenshot of the exact error message and note the name of the campaign that was active when the error occurred. Share both with our team so they can investigate the integration failure at the account level and get your article submitted successfully. Background: What Causes This Issue A failure in the integration layer between Content Genius and Link Lab can prevent article submissions from going through when a Guest Post Backlink campaign is active. Campaign status conflicts or session-level issues are common triggers that can often be resolved by refreshing your session or targeting a different campaign. If the issue persists, it requires our support team to investigate on a per-account basis. Tips to Avoid Delays - Always record or screenshot any error message you see — exact error text helps our team pinpoint the cause faster. - Note the name of the Guest Post Backlink campaign that was active when the error appeared, as this helps our team identify the source of the conflict. Still Need Help? If you have followed the steps above and are still experiencing this issue, please reach out to our support team via the live chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team so we can investigate the bridge failure for your account and help you complete your article submission.

🔧 Fix SMTP/IMAP Email Authentication Failures

🔍 What Is This Error? When connecting your email account to Search Atlas, you may encounter an SMTP authentication failed error or an IMAP connection failure. This typically appears when linking a Google (Gmail or Google Workspace) account and prevents outgoing or incoming email from syncing correctly. This error is not caused by your browser cache or cookies. It is almost always related to account security settings or app permissions. Follow the steps below to attempt to resolve it. ⚙️ Step 1: Check Your Google Account Security Settings Google has strict security controls that block connections from third-party apps using basic username and password authentication. To allow Search Atlas to connect, you need to verify the following: - Two-Factor Authentication (2FA): If 2FA is enabled on your Google account, you may need to use an App Password instead of your regular password (see Step 2). - Account permissions: Confirm the Google account you are connecting is the same one you use to sign in to Search Atlas. 🔑 Step 2: Generate a Google App Password An App Password is a 16-character code that can give Search Atlas secure access to your Google account without exposing your main password. To create one, navigate to your Google Account security settings, locate the 2-Step Verification section (you must have 2FA enabled), and look for the App passwords option. Follow Google's on-screen prompts to generate a password for use with Search Atlas. Once you have your App Password, return to your email connection settings in Search Atlas and re-enter your credentials using this App Password in place of your regular password. 📋 Step 3: If the Issue Persists, Contact Support Because SMTP/IMAP authentication failures in Search Atlas can stem from account-specific configuration details that vary by setup, some cases require hands-on assistance from our team. Before reaching out, please have the following ready to help us resolve your issue as quickly as possible: - The exact error message you are seeing - The email address you are trying to connect - Whether your account uses standard Gmail or Google Workspace - Whether two-factor authentication (2FA) is enabled on the account - Any steps you have already tried 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 GMB Alerts and Reassign Rejected Guest Posts

📋 Overview This article covers two common questions: why you may not be receiving email alerts for Google Business Profile (GMB) post authorizations, and what happens to your guest post submission after a publisher in Link Laboratory rejects it. Both issues have straightforward solutions explained below. 📬 Why Am I Not Receiving GMB Email Alerts? Search Atlas sends email alerts when activity is detected on your Google Business Profile, including post authorization updates. If you are not receiving these emails, the most common reasons are: - Emails landing in spam or promotions: Check your spam, junk, and promotions folders. Add the Search Atlas sending address to your safe-senders list to prevent this going forward. - Alert threshold behavior: GMB alerts are triggered by any ranking position gain greater than zero on the Local SEO heatmap — including small movements such as a +0.1 position change. If you expected an alert for a larger movement only, be aware that the system is intentionally sensitive and will fire on any positive change. - Notification preferences not enabled: Confirm that email notifications are turned on for your account. Navigate to the top-right corner avatar, then review your profile and notification settings to ensure alerts are active. - Incorrect email address on file: Verify that the email address associated with your account is correct. Go to the top-right corner avatar → Settings → Profile (or Email Settings) to check your account email. If emails are reaching your inbox inconsistently, the most reliable fix is to whitelist Search Atlas in your email client and ensure your account email is up to date. 🔗 What Happens After a Publisher Rejects My Guest Post? When you submit a guest post through Link Laboratory (accessible via the top-right corner avatar → App Ecosystem → Publisher Exchange tab → Go to Link Laboratory) and the publisher rejects your placement, you are not left without options. Search Atlas has an automated reassignment system that works as follows: 1. Rejection is detected automatically: Once a publisher rejects your submission, the placement enters a 72-hour Pending Action window. During this window, you have the opportunity to take action or let the system handle it. 2. Daily auto-assigner runs: Every day, the auto-assigner reviews all publisher-rejected placements that are still within the 72-hour window and reassigns them to a suitable alternative publisher. 3. New placement is confirmed: Once reassigned, your guest post moves forward with the new publisher. You will be notified of the updated placement status. This means your campaign is not stalled by a single publisher's decision. The system automatically finds a replacement so your link-building timeline stays on track. ✅ What Should I Do After a Rejection? While the auto-assigner handles most cases automatically, here are the steps we recommend: 1. Log in to Search Atlas and navigate to Link Laboratory via the top-right corner avatar → App Ecosystem → Publisher Exchange tab → Go to Link Laboratory. 2. Locate your rejected placement and check its current status in the dashboard. 3. If the placement is still within the 72-hour Pending Action window, you may also manually request reassignment or adjust your submission details before the auto-assigner runs. 4. After the window closes, confirm that a new publisher has been assigned and review the updated placement details. If the placement does not appear to have been reassigned after 72 hours, contact our team using the live chat widget for a manual review. 💡 Quick Tips to Avoid Future Issues - Keep your account email address up to date so you never miss an alert. - Whitelist Search Atlas emails to ensure delivery to your primary inbox. - Monitor Link Laboratory regularly during the 72-hour window after a submission, especially for time-sensitive campaigns. - Review your guest post content against publisher guidelines before submission to reduce the likelihood of rejection in the first place. 🆘 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.

Fix Broken Links and Update URLs in Link Lab

🔍 Overview Two common issues arise with Link Lab placements: needing to update the live URL for a published article, or finding that a publisher link has become broken or inaccessible. This article explains what each issue means and what information to have ready when you contact the team for hands-on help. 📋 Understanding the Two Issues - Manual URL update: The article has been published, but the URL recorded in your Link Lab order needs to be changed — for example, because the publisher moved the post to a different address. - Broken publisher link: The URL associated with your placement is no longer accessible (returning a 404, redirecting incorrectly, or otherwise unreachable), meaning the backlink may not be passing value. 🛠️ Requesting a Manual URL Update If the article is live at a different URL than the one recorded in your order, this requires a manual update by the Search Atlas team. You cannot edit the placement URL directly from within the platform. Before reaching out, please have the following ready: - Your Order ID and Placement ID - The current (incorrect) URL recorded in your order - The correct live URL where the article is published The team will process the update on your behalf once these details are provided. 🚨 Reporting a Broken or Inaccessible Publisher Link If the URL on your placement is returning an error or the page is no longer accessible, this needs to be escalated to the publisher for review and repair. The Search Atlas team will contact the publisher directly to investigate and restore the link. Before reaching out, please confirm the issue is not temporary — try loading the URL again after a few minutes, ideally in a private/incognito browser window. If the link is consistently broken, have the following ready: - Your Order ID and Placement ID - The broken URL - The specific error you are seeing (e.g., 404, blank page, redirect loop) 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.

🔗 Choosing Publishers and Understanding the Indexation Guarantee

What Is Link Laboratory? Link Laboratory is Search Atlas's built-in link-building marketplace. It connects you with vetted publishers so you can place high-quality backlinks on relevant, authoritative websites. You can access it from within the Search Atlas platform. How to Identify the Best Publishers for Your Industry Not every publisher is a perfect fit for every niche. Use the following general criteria when evaluating publishers inside Link Laboratory to find the most relevant placements. 1. Filter by topic or niche: Use the available filtering options to surface only publishers relevant to your industry. This prevents irrelevant placements that add little SEO value. 2. Check domain authority metrics: Aim for publishers whose authority is equal to or higher than your own site. Higher-authority domains pass more link equity. 3. Review organic traffic estimates: A publisher with strong organic traffic signals that search engines already trust and index the site regularly. Prioritise publishers with consistent, growing traffic trends. 4. Read the publisher's existing content: Click through to the publisher's site and confirm the existing articles are topically aligned with your niche. Relevance is a key ranking signal. 5. Consider delivery timelines: Each publisher listing may show an estimated delivery window. Factor this into your campaign timeline, especially for time-sensitive projects. Taking a few minutes to compare these factors before placing an order can significantly improve the quality and impact of your link-building campaign. How to Match Publishers to Your Specific Niche If you operate in a competitive or specialised industry — such as finance, health, legal, or e-commerce — consider these additional steps: - Search by relevant keywords: Use available search functionality to look for publishers whose content themes closely match your target topics. - Review the publisher's existing articles: Reviewing sample content helps you judge quality and topical alignment before committing to a placement. - Check geographic focus: If you are targeting a specific country or region, look for publishers whose readership aligns with that market. Understanding the Indexation Guarantee A common point of clarification for Link Laboratory orders is what the indexation guarantee actually covers. The specific terms, timelines, and remediation steps associated with the indexation guarantee can vary and are best confirmed directly with our support team, who can review the details of your specific order and placement. When reaching out about the indexation guarantee, please have the following ready so our team can assist you as quickly as possible: - Your project or campaign name - The specific Link Laboratory order or placement in question - The URL where the link was placed (if available) - The date the order was placed and any confirmation details - A description of the indexation issue you are experiencing 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 Request a Publisher Change for Niche Mismatch

If one or more of your in-progress links has been matched with a publisher whose website is not relevant to your niche — or whose content you do not want your brand associated with — you can request a publisher change. Because these links are already in progress, you cannot edit the publisher assignment directly from your dashboard. This article explains exactly what information to submit and how to confirm the request has been received and acted on. 🛠️ Step-by-Step 1. Locate the affected links in your active link-building campaign. Note the full URL or domain of each publisher you want replaced, along with the target URL and anchor text associated with each link order. 2. Note the specific reason for the mismatch — for example, the publisher's niche, content type, or any brand-safety concern. The more detail you provide, the faster our team can find a suitable replacement. 3. Open the chat widget in the bottom-right corner of the platform and type human teammate to reach our support team directly. 4. Share the following in your message: the publisher domain(s) to be replaced, the link order ID(s) if visible in your dashboard, and a brief description of the niche mismatch or association concern. 5. Our team will pause or reassign the affected orders and confirm the new publisher options with you before proceeding. ✅ How to Confirm It Worked After submitting your request, you should receive a confirmation from our team that the publisher assignment has been updated. To verify on your end, return to your active link-building campaign and check that the publisher domain(s) you flagged are no longer listed against those orders. If the orders still show the original publisher after 24 hours, follow up in the same chat thread with your order details so our team can escalate. 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 Low-Quality or Broken Link Lab Articles

🔍 Overview Link Lab articles are generated automatically and placed on third-party sites to build backlinks. Occasionally, articles may be low quality, irrelevant to the linked business, or render with broken formatting. In rare cases, an unexpected billing charge may also appear on your account. This article explains what to do in each situation. ⚠️ Known Issue: Article Quality and Broken Rendering Our engineering team has identified and resolved a bug that caused Link Lab articles to ignore Brand Vault information during generation, resulting in irrelevant content and broken page rendering (missing headers). This fix has been deployed. If you submitted your Brand Vault details before this fix, your existing articles may still be affected. What was fixed: Article generation now correctly reads Brand Vault data, and broken page rendering has been resolved. If your articles were generated before the fix: Affected orders can be regenerated. You will need to contact our support team to request regeneration — this cannot be triggered from within the platform at this time. ✅ Before Contacting Support: Check Your Brand Vault To give your articles the best chance of being relevant and accurate, make sure your Brand Vault is fully populated before new articles are generated. A complete Brand Vault helps the AI understand your business, tone, and target audience. 1. Log in to your Search Atlas account. 2. Navigate to your Brand Vault and confirm that all business details, keywords, and brand descriptions are filled in and up to date. 3. If anything is missing or outdated, update it now so future articles reflect the correct information. 📋 What to Do If Your Articles Are Low-Quality or Broken If you have already checked your Brand Vault and your Link Lab articles are still irrelevant, missing headers, or otherwise broken, follow these steps: 1. Note the specific article titles or order numbers that are affected. 2. Contact our support team through the chat option available in the platform. 3. Share the affected order numbers and describe the issue (e.g., irrelevant content, broken rendering, missing headers). 4. Our team will review the articles, file a ticket with the engineering team if needed, and arrange for the affected orders to be regenerated and reposted. Refund or deletion requests: If a regenerated article is still not acceptable, you can request that the article be deleted and a refund issued for that placement. Our support team can process this on your behalf. 💳 What to Do About an Unexpected Charge If you see an unexpected charge on your account — for example, an add-on renewal you did not intend to activate — our support team can cancel and reverse it. 1. Open the chat option available in the platform and reach out to our support team.

🔗 Link Lab Wrong Placement Refund and Removal

🔍 Overview Link Lab orders are fulfilled by third-party publishers, and in rare cases a backlink placement may appear on a domain that does not match the site you ordered. If you received a placement on an irrelevant, low-quality, or policy-violating domain instead of the one you selected, you may be eligible for a refund and, where possible, removal of the link. ⚠️ What Counts as a Fulfillment Mismatch - Your order was placed for a specific domain but the backlink appeared on a completely different website. - The placement domain is a piracy site, link farm, or otherwise violates quality standards. - The published content or anchor placement does not reflect what was agreed at checkout. 📋 What to Do Immediately 1. Gather your order details. Note your order ID, the domain you originally selected at checkout, and the domain where the link was actually placed. You can find this information inside your Link Lab order history. 2. Take screenshots. Capture proof of the incorrect placement, including the live URL where the backlink appears. 3. Contact support as soon as possible. Refunds and removals are time-sensitive. Orders that were completed a significant time ago may no longer be eligible for a refund or link removal (see the policy section below). 💰 Refund Policy for Mismatched Orders When a fulfillment mismatch is confirmed by our team, a refund can be issued for the affected order. Please be aware of the following: - Eligibility window: Refunds can only be processed for recent orders. If an order was completed a significant time before you raise the dispute, we may be unable to issue a refund. - Act quickly: Submit your dispute as soon as you identify the mismatch to preserve your eligibility. 🗑️ Link Removal Requests If you need the incorrectly placed backlink removed from the publisher's site, our team will escalate the removal request internally on your behalf. Please note: - Link removal is coordinated internally and depends on the publisher's cooperation. - Removal cannot be guaranteed for orders that were completed a long time ago. - Raising the issue promptly gives the best chance of a successful removal. If you believe you have received a fulfillment mismatch, please reach out to our support team with your order ID, the domain you selected, and evidence of where the link was actually placed. We're here to help resolve the issue as quickly as possible.

🛠️ Content Genius to Link Lab: Troubleshooting Article Submission Failures

When a Content Genius article submission to a Link Lab publisher fails, the cause is almost always one of a handful of fixable issues. Follow the steps below to identify and resolve the error without losing your article. Created your order through the AI Agent chat instead of directly inside Content Genius? AI Agent-generated Link Lab orders follow a separate flow with their own known issues (such as the article not appearing on the order page). See the AI Agent Link Lab troubleshooting article instead of this guide. ⚠️ Known issue (May 2026) — Wix, HubSpot, and Webflow connections: Customers submitting articles through Wix, HubSpot, or Webflow UCMS integrations may currently see validation errors such as content_type is required, member_id is required, meta.collection_id is required, or Unsupported content_type None. This is a platform-side regression (ticket CG-1722) and cannot be resolved by changing your article. Contact Search Atlas support rather than attempting to self-fix. This notice will be removed once the fix ships to production. 🔍 How the Content Genius → Link Lab Submission Works The Content Genius to Link Lab workflow lets you send a finalized article directly to a publisher placement you have secured in Link Lab. When you click Submit to Link Lab inside Content Genius, the platform runs three checks in sequence: 1. Validates that the article includes all required fields (title, body, target URL, anchor text). 2. Authenticates your account's Link Lab access and publisher permissions. 3. Packages the article and delivers it to the selected publisher queue in Link Lab. A failure at any of these three steps produces a submission error. The sections below map each failure point to its fix. ⚠️ Common Causes of Submission Failures Match your on-screen error text to one of these known causes before working through the full troubleshooting steps: - Missing required fields — The article is missing a title, body text, target URL, or anchor text. The submission validator blocks incomplete articles. Typical error: Missing required field: anchor text or Missing required field: target URL. - Article status not set to Complete — Content Genius requires the article status to be Complete before the Submit to Link Lab button activates. Open your article in Content Genius, click the Status dropdown in the top-right panel (options: Draft, In Progress, Needs Review, and Complete), select Complete, and save. The Submit to Link Lab button activates after you save. Typical error: Article must be marked Complete before submission. - No publisher selected or publisher connection lost — If the Link Lab publisher was removed, paused, or never linked, the submission has no destination. Typical error: Publisher not found or No active publisher selected for this article. - Insufficient account permissions — Your user role may not include Link Lab submission rights. Only an account admin can grant this access. Typical error: You do not have permission to submit articles. - Session timeout — A long editing session can expire your authentication token. Refreshing the page re-authenticates you without losing saved content. Typical error: Session expired. Please refresh and try again or 401 Unauthorized. - Duplicate submission — Link Lab blocks articles already submitted to the same publisher placement to prevent accidental double-publishing. Typical error: Duplicate submission detected for this publisher placement. 🛠️ Step-by-Step: Fix a Failed Submission Work through these steps in order. Most submission failures resolve by step 4. 1. Confirm all required fields are filled in Content Genius. Open the article and verify all four fields are present: article title, body content (minimum word count met), target URL, and anchor text. Save the article after filling in any missing field. 2. Set the article status to Complete. In the Content Genius editor, open the Status dropdown in the top-right panel and select Complete. The Submit to Link Lab button activates only when status is set to Complete. 3. Verify the publisher is active in Link Lab. Go to Link Lab → Publishers and confirm the target publisher shows a status of Active. If the publisher shows Paused or Disconnected, re-activate it before retrying the submission. 4. Refresh your session and resubmit. Save the article, hard-refresh the page (Ctrl+Shift+R on Windows / Cmd+Shift+R on Mac), reopen the article, and click Submit to Link Lab again. A session refresh resolves most transient authentication errors. 5. Check for a duplicate submission. In Link Lab, go to Submissions → All Submissions and search for the article title. If a prior submission already exists for this publisher placement, Link Lab blocks the new one. Confirm receipt of the earlier submission with your publisher before creating a replacement. If none of these steps resolve the error, check your account permissions in the next section. 🔑 Check Account Permissions for Link Lab Submission Link Lab submission access is controlled at the user-role level. If you see "You do not have permission to submit articles", or the Submit to Link Lab button remains grayed out after the article is marked Complete, your role is missing the required permission. To check and update permissions: 1. Ask your account admin to go to Settings → Team → Roles. 2. Select your role and locate the Link Lab – Submit Articles permission toggle. 3. Enable the toggle and click Save. 4. Log out, then log back in for the permission change to take effect. After logging back in, retry the submission. A green Submission Successful confirmation banner appears at the top of the Content Genius editor when the article delivers correctly. 📋 What to Include When Contacting Support If you have completed all steps above and the submission still fails, contact Search Atlas support. Include the following to speed up resolution: - Your account email address - The article name as it appears in Content Genius - The publisher name or publisher ID in Link Lab - The exact error message displayed (a screenshot is ideal) - The date and time of the failed submission attempt - A screen recording or JAM video of the failure, if available - The CMS integration in use, if any (Wix, HubSpot, Webflow) — relevant for the CG-1722 known issue The Search Atlas support team will review the Content Genius–Link Lab bridge logs tied to your account and escalate to engineering if a platform-side issue is identified. 🎯 You now know how to diagnose and resolve Content Genius to Link Lab submission failures — from missing required fields and session timeouts to permissions gaps and duplicate submissions. To learn more about setting up and managing your publisher placements, see the Link Lab Publishers guide.

🔗 Understanding Placement Statuses: Publication-Unavailable vs Publisher-Rejected in Link Laboratory

When a placement in Link Laboratory requires your attention, it shows a Pending Action prompt. Two distinct statuses can trigger this prompt — publication-unavailable and publisher-rejected — and each has a different cause and a different path forward. 📋 What Each Placement Status Means Link Laboratory tracks the state of every placement you request. When something blocks a placement from moving forward, the status updates automatically and a Pending Action prompt appears for you to review. - Publication-unavailable — SearchAtlas deactivated and removed the publication from its network. The site is no longer available to any campaign, regardless of publisher willingness. - Publisher-rejected — The publisher reviewed your placement request and actively declined it. The site remains in the SearchAtlas network and may accept placements from other campaigns. Both statuses require you to take action before the placement can continue — which is why both trigger a Pending Action prompt. ⚠️ Publication-Unavailable: Cause and Next Steps A publication-unavailable status means SearchAtlas removed the site from its publisher network. This is not a decision made by the publisher — it is a network-level change by SearchAtlas, such as a quality review, policy update, or site removal request. Because the publication no longer exists in the network, your placement cannot be fulfilled on that site under any circumstances. 1. Open the affected placement in Link Laboratory. 2. Review the Pending Action message, which confirms the publication was removed from the network. 3. Select a replacement publication from the available inventory. 4. Submit your selection to resume the placement process. After you submit a replacement, the Pending Action prompt clears and your placement re-enters the standard fulfillment flow. 🚫 Publisher-Rejected: Cause and Next Steps A publisher-rejected status means the publisher reviewed your specific placement request and chose not to accept it. The publication itself is still active in the SearchAtlas network — only your particular request was declined. Publishers may decline a placement due to content mismatch, niche restrictions, or capacity limits. SearchAtlas does not share the publisher's specific reason for declining. 1. Open the affected placement in Link Laboratory. 2. Review the Pending Action message, which confirms the publisher declined your request. 3. Select a replacement publication from the available inventory, or refine your targeting criteria to find a better-matched site. 4. Submit your selection to continue the campaign. After you submit a replacement, your new placement request enters the publisher review queue as normal. 🔍 Key Differences Between the Two Statuses - Who triggered it: Publication-unavailable is triggered by SearchAtlas; publisher-rejected is triggered by the publisher. - Is the site still in the network? No for publication-unavailable; yes for publisher-rejected. - Can you resubmit to the same site? No for publication-unavailable; potentially yes for publisher-rejected in a future campaign. - Required action for both: Select a replacement publication to resolve the Pending Action prompt and keep your campaign moving. 🎯 Now that you understand the difference between publication-unavailable and publisher-rejected, you can respond to each Pending Action prompt with confidence and keep your link building campaigns on track. For more on managing your placements, see the Link Laboratory overview article.