Troubleshooting: Brand Vault Issues

🛠️ Resolve Credit and Brand Vault Issues

🔍 Review unexpected credit usage Credits may be used when an action triggers processing, publishing, analysis, or another automated task. To investigate an unexpected reduction: 1. Record the approximate time, workspace, project, and action that may have used the credits. 2. Check recent activity, campaign, booking, and automation records for tasks created or completed at that time. 3. Look for repeated runs, bulk actions, retries, or multiple users working in the same workspace. 4. Compare the credit balance before and after the activity, if that information is available. A large change, such as approximately 100,000 credits, should be reviewed with the exact timestamp and affected project so the team can trace the activity. 📅 Troubleshoot booking issues If a booking does not complete, appears duplicated, or does not match the expected credit usage: - Confirm the booking status and selected publication, package, date, and quantity. - Check whether the page was refreshed or submitted more than once. - Do not repeatedly retry a failed booking until its status is clear. - Capture the booking ID, displayed error, timestamp, and the number of credits shown as used. If credits were deducted but the booking failed or was duplicated, keep the affected booking details available for investigation rather than creating additional bookings. 📞 Check Brand Vault phone numbers Published PR content may display a phone number with an unexpected extra digit, such as an additional “1” before an existing +65 country code. This can indicate a formatting or publishing issue rather than an intentional change. 1. Open the affected Brand Vault record and review the saved phone number. 2. Compare it with the original number and the number shown in each affected published PR. 3. List every affected publication URL and note whether the error appears in the source content, preview, or live page. 4. Avoid editing multiple records until the original and incorrect formats have been documented. When reporting the issue, include the Brand Vault name, original phone number, incorrect published number, affected PR URLs, and publication dates. The team can then determine whether the source data or publishing process introduced the extra digit and advise on correction. 🧾 Prepare a useful report Include screenshots or copied error messages when possible. For credit and booking concerns, provide the workspace, project, user action, approximate time, affected booking or campaign, and credit change. For Brand Vault concerns, provide the record name, expected value, actual value, and live URLs. Remove sensitive information that is not needed for troubleshooting. 💬 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.

🔍 Troubleshooting an Incomplete Brand Vault

This article explains how to review missing Brand Vault information when your Brand Vault is not showing as complete. 🛠️ Step-by-Step 1. Open your Brand Vault and review the information shown in each section. 2. Look for sections or fields that appear blank or incomplete. 3. Note which sections or fields appear incomplete so you can share them when requesting help. ✅ How to Confirm It Worked Review the Brand Vault and note whether it is still showing as incomplete. The available information does not confirm a self-serve fix for this status. 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 Brand Vault Contact Number Auto-Reverting Bug

🔍 Overview Some customers have reported that a contact number in Brand Vault automatically reverts after being updated. This article explains what to do if the issue occurs. ⚙️ What to Do If your Brand Vault contact number reverts after you update it, report the issue to the support team for investigation. 📋 Contact Support When reporting the issue, explain that the Brand Vault contact number automatically reverted after being updated. The team can investigate the reported bug and 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.

🔎 How to Find Missing Brand Fields

This article shows how to review Brand Vault, identify incomplete fields, and confirm your updates were saved. 📍 Where to Find It Open OTTO SEO from the left sidebar, select Overview, then open Brand Vault. 🛠️ Step-by-Step 1. Review each section in Brand Vault from top to bottom. 2. Identify fields that are blank, show placeholder text, or contain outdated information. 3. Enter the requested brand information in every incomplete field. 4. Check the remaining sections for additional empty or incomplete fields before leaving the page. 5. Save your updates using the available save control. ✅ How to Confirm It Worked Reopen or refresh Brand Vault and review the fields again. Each required field should display your saved information instead of being blank or showing placeholder text. If any field is still empty, complete and save it again. 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 Brand Vault Setup Stuck on Refresh

🔍 What This Article Covers Some customers find that Brand Vault stays on a "Setting up" or "Refreshing" status long after the process should have finished. In some cases, the suggested fix task list references the wrong website entirely. This article explains why this happens and the steps to resolve it. ⚠️ Why This Happens Brand Vault setup can appear stuck for a few common reasons: - A previous crawl attempt failed silently in the background, and the system is still holding onto that failed state. - The refresh process took longer than expected — in some cases it can take up to 45 minutes to complete or time out. - A failed refresh caused page and word counts to drop to zero without displaying a clear error message. - The setup was linked to a different domain, so suggested fixes appear to belong to the wrong website. 🛠️ Step-by-Step Fixes 1. Wait and confirm the timeout window. Brand Vault refresh can take up to 45 minutes. If setup started recently, allow the full window before taking further action. A failure is typically declared after this period. 2. Manually trigger a refresh. Navigate to Left sidebar → Coworker → Overview and click Refresh setup status. This forces the platform to check the current state and may resolve a stuck display. 3. Check you are on the correct workspace and domain. If the suggested task list references the wrong website, you may be viewing a different workspace. Use Switch workspace from the Coworker Overview page to confirm you are in the right one, then refresh again. 4. Re-initiate Brand Vault setup. If the status remains stuck after refreshing: - Go to Left sidebar → Coworker → Overview. - Look for an option to recreate or restart the Brand Vault. - Confirm the correct domain is selected before saving. A previous failed crawl can be reused by the system — selecting the correct domain explicitly prevents this. 5. Clear your browser cache and reload. Sometimes the stuck state is a display issue only. Clear your cache, close the tab, and reopen the platform before checking the Brand Vault status again. 6. Verify page and word counts. After setup completes, confirm that page and word counts in Brand Vault are populated with real numbers. A count of zero after a refresh indicates the crawl did not complete successfully and setup should be re-initiated. ✅ How to Confirm Brand Vault Is Working Brand Vault setup is fully complete when: - The status no longer shows "Setting up" or "Refreshing". - Page and word counts display real, non-zero values. - The Ask-your-Vault feature is accessible and responding correctly. - Suggested fixes and task lists reference your correct website and domain. 💡 Tips to Prevent This Issue - Always double-check the domain selected when first creating your Brand Vault — using the wrong domain is the most common cause of mismatched task lists. - Avoid triggering multiple refresh attempts in quick succession. Allow each refresh the full 45-minute window before retrying. - If you manage multiple client sites, use Switch workspace to confirm you are in the correct workspace before reviewing Brand Vault data. 🙋 Still Need Help? If you have followed all the steps above and Brand Vault is still stuck or showing incorrect information, our team can investigate the crawl status on your account directly. 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.

🧠 Brand Vault

This article covers: - Brand Vault auto-population - brand voice analysis - AI personalization - style guide uploads - storage limitations - known issues and bug workarounds - Knowledge Graph social profile mapping - OTTO activation prerequisites - and the Brand Vault icon in Campaign Hub. Brand Vault acts as the centralized memory and identity layer across Search Atlas AI systems. Because multiple tools depend on Brand Vault data asynchronously, updates may require: - reprocessing - re-indexing - OTTO synchronization - or fresh AI generation sessions before changes appear everywhere. ⚠️ Error 1: Brand Vault AI Auto-Populate is not filling in my brand information What's happening The Brand Vault crawler may struggle with: - JavaScript-heavy websites - bot protection systems - Cloudflare restrictions - incomplete metadata - or inaccessible pages. This is especially common on: - React - Next.js - Vue - and heavily client-rendered websites. Steps to try 1. Confirm your website URL is correct. 2. Open the website in an incognito browser to verify it loads publicly. 3. Make sure the homepage is not behind: - logins - paywalls - captchas - or geo-blocking. 4. If your site is JavaScript-rendered, manually complete: - Business Info - Products/Services - Brand Description - and Voice Instructions. 5. Save all manual changes before retrying Auto-Populate. 6. If some sections are already filled in manually, avoid running Auto-Populate on the full vault as it may overwrite your entries. Instead, only trigger Auto-Populate on sections that are completely empty. 7. Remove temporary bot protection if possible. 8. Ensure metadata exists on the site: - title tags - meta descriptions - structured business information. 9. Retry the crawl after several minutes. 10. Contact support if auto-populate consistently fails across multiple sections. Important Notes - Manual entries improve future AI generation quality immediately. - Auto-Populate works best on publicly crawlable HTML content. ⚠️ Error 2: Brand voice analysis returns a generic result What's happening Brand voice analysis requires meaningful source material to detect: - tone - writing patterns - vocabulary - positioning - and communication style. Without enough source material, the AI defaults to generic voice modeling. Steps to try 1. Go to: More Features → Brand Vault → [your brand] → Vault → Add Sources 2. Upload at least 3–5 high-quality writing samples. 3. Add: - blog posts - landing pages - newsletters - press releases - or existing website content. 4. Avoid uploading extremely short text samples. 5. Use content that reflects your actual brand tone. 6. Remove outdated or low-quality samples. 7. Re-run Analyze Brand Voice after adding sources. 8. Add both long-form and short-form writing examples. 9. Refine Voice Instructions manually after analysis. 10. Generate a small test article to validate tone accuracy. Important Notes - Better source quality directly improves AI tone matching. - Brand voice improves progressively as more content is added. ⚠️ Error 3: Content generated by AI tools does not match my brand voice What's happening Brand Vault settings only apply when: - the correct vault is selected - the content tool supports Brand Vault integration - and the generation session starts after the vault configuration is loaded. Steps to try 1. Confirm the correct Brand Vault is selected in the AI tool. 2. Open the Brand Vault selector before generation. 3. Verify Voice Instructions are fully completed. 4. Add additional writing samples if tone remains generic. 5. Start a completely new generation session after updating the vault. 6. Avoid reusing older drafts created before vault updates. 7. Refine: - tone - audience - brand personality - and writing constraints. 8. Use more specific prompts during generation. 9. Test smaller content generations first. 10. Apply Updated Settings inside existing drafts when available. Important Notes - Existing drafts may still use older voice settings. - Voice consistency improves after multiple generations. ⚠️ Error 4: Style Guide images not uploading What's happening Brand Vault image uploads only support: - JPG - PNG - WebP - and GIF formats. Uploads fail when: - files exceed size limits - unsupported formats are used - or metadata corruption exists. Steps to try 1. Confirm the image format is: - JPG - PNG - WebP - or GIF. 2. Convert HEIC or TIFF files before upload. 3. Compress files larger than 10MB. 4. Remove unusual characters from the filename. 5. Retry the upload in Chrome. 6. Disable browser extensions temporarily. 7. Refresh the Brand Vault page. 8. Upload one image at a time. 9. Test with a smaller image file. 10. Contact support if uploads fail for all supported formats. Important Notes - Large design files frequently exceed upload limits. - PNG and JPG formats are the most stable. ⚠️ Error 5: Storage limit banner is showing — cannot add more sources What's happening Each Brand Vault has a storage quota based on: - subscription plan - uploaded source files - image usage - and stored brand assets. Steps to try 1. Go to: Brand Vault → [your brand]. ⚠️ Error 6: Social media links are disappearing or not saving What's happening This is a known backend bug related to the social_profiles JSONB mapping. Social media URLs entered into Brand Vault may fail to persist across accounts, affecting multiple agency setups. Steps to try 1. Avoid re-entering the same social media links repeatedly — they will not persist while the bug is active. 2. Contact support so your case can be linked to the active engineering fix. Important Notes - This issue is tracked under engineering ticket SPE-732. - Support will notify affected accounts once the fix ships. ⚠️ Error 7: Brand Vault images or logos appear missing or cannot be clicked What's happening Images, logos, and Style Guide uploads may appear missing or unresponsive on the frontend even though the files are still intact on the backend. Clicking the images may produce no response and no error message. Steps to try 1. Clear your browser cache and cookies. 2. Test the page in an incognito browser window. 3. Log out and log back in. 4. Contact support to request a backend check if the issue persists. Important Notes - Affected images are typically still stored on the backend and are not truly deleted. - Support can confirm whether your files exist server-side and restore frontend visibility. ⚠️ Error 8: Brand Vault preview sections show generic or irrelevant text What's happening Vault → Preview → Product and Vault → Preview → Support sections may display generic, software-company-style text that does not match the actual business. This is a known auto-population bug affecting certain business types. Steps to try 1. Manually overwrite the preview text in the Product and Support sections with content that accurately reflects your business. 2. Save the corrected preview before generating AI content. Important Notes - The underlying defect has been escalated to engineering. - Manual overwrites will persist until the auto-population logic is corrected. ⚠️ Error 9: Cannot create Brand Vault — domain or name already exists What's happening You may see the message "Brand Vault with this domain and name already exists. Please use a different domain or name." even when no duplicate vault exists. This is a known backend bug where the duplicate-check incorrectly blocks creation. Steps to try 1. Contact support to have the false conflict resolved manually. 2. Avoid creating workaround vaults under altered names — the official fix is awaiting release. Important Notes - A permanent fix is awaiting release. - Support can clear the duplicate-check conflict on your account in the meantime. 📌 Known Issues: Knowledge Graph & OTTO Activation Knowledge Graph social profile mapping Social profile URLs in the Knowledge Graph (BBB, LinkedIn, Yelp, GBP) may appear in incorrect fields due to a backend JSONB mapping bug. Verify the field assignments after auto-population and contact support if values are misplaced. OTTO activation prerequisites Brand Vault data integrity issues — including missing images, dropped social profiles, or Knowledge Graph mapping errors — can prevent OTTO from activating correctly. Resolve the underlying Brand Vault defects before retrying OTTO activation. 💡 Tip: Brand Vault icon in Campaign Hub In Campaign Hub, businesses with a linked Brand Vault now display a small Brand Vault icon next to their name. This gives you a quick visual indicator of which businesses are connected to a Brand Vault without having to open each one.

🏷️ Brand Vault Brands Missing or Duplicate Error

🔍 Overview Some users have reported that brands they previously added — such as custom domains or business names — no longer appear in Brand Vault. When attempting to re-add the missing brand, an error appears stating the brand already exists and to contact customer support. This article explains what causes this and what steps to take. ⚙️ What Causes This Issue This was a confirmed platform defect where Brand Vault brands that existed in the system were not being synced correctly to the brands page on load. As a result, brands appeared missing from your view even though the platform still held records for them — which is why re-adding them triggered a duplicate error. Engineering resolved this defect in a targeted fix that restores visibility of your existing brands. 🛠️ Steps to Resolve 1. Refresh your browser in incognito or private mode. Open a new incognito or private browsing window, log back into Search Atlas, and navigate to Brand Vault. This rules out any local browser caching as the cause. 2. Check whether your brands are now visible. Following the platform fix, your previously missing brands should appear in the Brand Vault list without any action needed on your part. Do not attempt to re-add a brand if the platform still returns the duplicate error — this will not create a new entry and may result in further confusion. 3. Wait a few minutes and hard-refresh if needed. If the brands do not appear immediately, wait two to three minutes, then do a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac) and check Brand Vault again. 4. Confirm the brands are fully functional. Once visible, verify that each brand is accessible and behaving as expected before resuming any work that depends on Brand Vault data. 📋 What to Expect Going Forward The underlying defect that caused brands to be hidden and blocked re-addition has been resolved. Your brands should now display correctly in Brand Vault without requiring any manual re-addition on your part. 💡 Still Seeing the Issue? If your brands are still missing or the duplicate error persists after following the steps above, this may indicate a separate account-specific issue that requires investigation. 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 Brand Vault Images Saving as Web Files

🔍 What's Happening When you upload JPEG images to Brand Vault, they may save as web files (such as WEBP) instead of retaining their original JPEG format. This can cause errors when you try to use these images in other parts of Search Atlas, such as when publishing to Google Business Profile or other integrations that require standard image formats. This issue has been identified and resolved by our engineering team. If you're experiencing this problem, the fix has been deployed to the platform. ✅ How to Resolve This Step 1: Verify the Fix The issue with images uploading as web files instead of JPEG in Brand Vault has been fixed. If you recently experienced this problem, try uploading your JPEG images again to Brand Vault. They should now save in the correct format. Step 2: Re-upload Your Images 1. Navigate to Brand Vault via the header apps-grid icon → More Features → Brand Vault. 2. Upload your JPEG image files again. 3. Verify that the images now display and save as JPEG files rather than web files. 4. Proceed with publishing or using these images in your campaigns without errors. Step 3: Confirm Compatibility Once re-uploaded, your images should work seamlessly with integrations like Google Business Profile and other features that require standard image formats. If you encounter any errors when using these images, proceed to the next section. ⚠️ If the Issue Persists If you continue to see images saving as web files after re-uploading, this may indicate a different underlying issue with your account or browser. Try These Steps: - Clear your browser cache and cookies, then log back into Search Atlas. - Use a different web browser to upload your images and confirm whether the issue is browser-specific. - Ensure your image files are authentic JPEGs (check the file extension and properties on your system). - Try uploading a different JPEG image to see if the problem occurs with all uploads or only specific files. 🆘 Get Help From 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, mention that you're experiencing issues with Brand Vault images saving as web files, and let them know you've already tried re-uploading your images. This will help them assist you more quickly.

🛡️ Troubleshoot Brand Vault Creation Failures: Firewall & CDN Blocking

Overview When you create a Brand Vault in Search Atlas, the platform runs a Site Audit to scan your website and pull brand data automatically. If your site is protected by a firewall, CDN, or security plugin, it may block the Search Atlas crawler — causing the Site Audit to fail and the Brand Vault to not complete setup. What May Be Causing This Brand Vault creation failures are commonly caused by security tools on your website — such as a firewall, CDN, or WordPress security plugin — blocking automated crawler traffic from Search Atlas before it can scan your site. You may be experiencing this if any of the following apply: - Your Site Audit shows a failed or stuck status when creating a Brand Vault. - Your website uses a CDN such as Cloudflare, a server-level firewall, or a WordPress security plugin such as Wordfence or Sucuri. - Your hosting provider has bot-protection or rate-limiting rules enabled. How to Resolve This To fix a Brand Vault creation failure caused by crawler blocking, you will need to whitelist the Search Atlas crawler within whichever security tool is protecting your site. The exact steps will vary depending on your firewall, CDN, or security plugin — consult your provider's documentation for instructions on how to allow specific crawlers or IP addresses. To get the specific Search Atlas crawler IP addresses you need to whitelist, please reach out to the support team. They can provide the current IP ranges so you can add them to your allowlist and complete the Brand Vault setup. Once whitelisting is in place, return to Search Atlas and retry the Brand Vault creation to trigger a new Site Audit. When Contacting Support, Have Ready - The domain you are trying to add to your Brand Vault. - The name of the firewall, CDN, or security plugin protecting your site (e.g., Cloudflare, Wordfence, Sucuri, cPanel firewall). - Any error messages or status indicators shown during Brand Vault creation. - The approximate time the failure occurred. 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 Schema Markup Errors in Brand Vault

🔍 Overview The Schema Creator (More Features → Schema Creator) allows you to define and manage schema markup for your key service pages using JSON-LD. If you are seeing an error when entering schema or the markup is not appearing in your page source, this guide outlines what to have ready and how to get the issue resolved quickly. ⚠️ Common Reasons Schema Markup May Fail - Invalid JSON syntax: A missing bracket, comma, or quotation mark can cause the schema to be rejected or silently dropped. - Incorrect schema type: Using a schema type that does not match the page content can trigger validation errors. - Conflicting existing schema: If your page already contains schema markup added via your CMS or theme, a duplicate or conflicting block may prevent the new markup from rendering. - Page not re-crawled yet: After saving, it can take time for changes to be reflected in the live page source if a cache layer or CDN is involved. 🛠️ What to Do Before Escalating 1. Note the exact error message. Copy or screenshot any error text you see when working with schema in More Features → Schema Creator. 2. Identify the affected project and page. Have the project name and the URL of the page showing the schema issue ready. 3. Validate your JSON-LD independently. Paste your schema into Google's Rich Results Test (search.google.com/test/rich-results) or Schema Markup Validator (validator.schema.org) to check for syntax or structural errors. Note any issues flagged. 4. Check your live page source. Open the live page in your browser, right-click, and select View Page Source. Use Ctrl+F to search for your schema type (for example, LocalBusiness or Service) and note whether the markup is present or absent. 5. Record when the issue started. Note the approximate date and time you first noticed the schema error or missing markup. 📋 When to Contact Support If you are experiencing a schema markup error in More Features → Schema Creator and cannot resolve it using the steps above, please reach out to our team with the following information ready: your project name, the affected page URL, the exact error message you are seeing, and the results of your JSON-LD validation. This will allow our team to investigate and resolve the issue 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.

Brand Vault Missing After OTTO Project Deletion

🔍 What Is This Issue? If you delete an OTTO Project, your Brand Vault may stop appearing in the platform — even though it still exists. You may see an error such as 'No Brand Vault found for hostname', or find that creating a new Brand Vault for the same domain fails. This happens because the Brand Vault was linked to the deleted OTTO Project and was not automatically released when that project was removed. ⚙️ Why This Happens Brand Vaults are associated with OTTO Projects. When an OTTO Project is deleted, the Brand Vault previously linked to it can become inaccessible — it is not deleted itself, but it is no longer visible or usable through the platform UI. This was a known platform behaviour addressed in engineering fix CG-1901, which ensures that Brand Vaults are delinked from soft-deleted OTTO Projects rather than hidden alongside them. Existing affected vaults required a manual backend correction to restore access. ✅ How to Confirm You Are Affected - You deleted an OTTO Project for a domain, and afterwards the Brand Vault for that domain no longer appears. - The platform shows 'No Brand Vault found for hostname' when you try to access Brand Vault features for that domain. - Attempting to create a new Brand Vault for the same domain does not succeed or produces an unexpected result. 🚀 Steps to Resolve This 1. Confirm the affected domain name (hostname) — this is the domain for which the OTTO Project was deleted and the Brand Vault is now missing. 2. Check whether your account was created or last affected before the CG-1901 fix was deployed. If the Brand Vault is still missing today, your vault needs a one-time manual backend delink to restore visibility. 3. Before contacting support, gather the following so your ticket can be actioned immediately: your account email address, the exact hostname or domain name affected, and a note confirming that the OTTO Project for that domain was deleted prior to the Brand Vault going missing. 4. Open the live chat widget and contact our support team. Provide the hostname, your account email, and let the agent know your Brand Vault is missing after an OTTO Project was deleted. The agent will locate your account record and perform a manual backend delink of the Brand Vault from the deleted OTTO Project. 5. The support team will manually delink the Brand Vault from the deleted OTTO Project on the backend. This restores full access to your existing Brand Vault — no data is lost and you do not need to recreate anything. The team can action this quickly once the domain is confirmed. 6. After the fix is applied, return to the platform and navigate to the Brand Vault section for that domain. Verify that the vault is visible and that Brand Vault operations (such as editing or applying vault settings) complete without error. If any operations still fail, reply in the same chat thread so the team can confirm the backend change completed successfully. 💡 What Happens After the Fix Is Applied Once the Brand Vault is delinked from the deleted OTTO Project on the backend, it will reappear in the platform and all Brand Vault operations will resume normally. No data is lost during this process. If you need further help, open 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.

🔧 Fix Brand Vault PDF Upload Failures

Overview When uploading a brand book or other PDF to Brand Vault, you may notice the file picker closes after selecting your file but nothing appears to upload. No error message is shown, and the file never appears in your Brand Vault. This article explains what to do if you encounter this issue. What to Have Ready Before Escalating Because the root cause of a silent PDF upload failure can vary, our support team may need to investigate on the backend. To help us resolve this as quickly as possible, please have the following ready when you reach out: - The name of your Brand Vault or the project it is associated with - The exact file name and file size of the PDF you are trying to upload - A description of what happens — for example, whether the file picker closes immediately, whether any partial progress is shown, or whether anything appears briefly before disappearing - The browser and operating system you are using - The approximate date and time when the failure occurred 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.

🖼️ Using Brand Vault Images in Content Genius Articles

🔍 Overview Content Genius can use images stored in your Brand Vault to make articles feel authentic and on-brand. This article explains how image detection works, what to expect right now, and what to do if Brand Vault images are not appearing in your Content Genius articles. 📋 How Brand Vault Image Detection Works Content Genius is designed to recognise images you have uploaded to Brand Vault and suggest them during article generation. However, image detection between Brand Vault and Content Genius is a known area of active improvement. If your Brand Vault images are not being detected or displayed in your articles, this is a recognised issue that our team is working on. ⚙️ What to Do If Brand Vault Images Are Not Appearing If you are experiencing issues with Brand Vault images not being detected or inserted into Content Genius articles, the resolution requires assistance from our support team. This is not something that can be fully resolved through a self-serve workaround at this time. To help our team resolve your issue as quickly as possible, please have the following information ready before reaching out: - Your project name and the specific Content Genius article(s) affected. - A description of the exact behaviour you are seeing — for example, whether images are missing from suggestions, not appearing after insertion, or not loading at all. - The names or file types of the images you uploaded to Brand Vault that are not being detected. - Any error messages displayed, including the exact wording and when they appeared. - When the issue started — approximate date and time, and whether anything changed in your setup around that time. With this information ready, our team can investigate your account and work toward a resolution. 💡 Tips While You Wait - Try refreshing the page and reopening your article, as this can sometimes allow Brand Vault images to appear. - Make sure your images have been fully uploaded to Brand Vault before attempting to use them in Content Genius. 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 Google Business Profile Mapping in Brand Vault

🔍 Overview After mapping a Google Business Profile (GBP) location inside Brand Vault, some customers find that the mapping reverts to a Needs profile status — even when the address appears to match and the save action reports success. This article explains what is happening and what to expect while our team works to resolve it. ⚠️ Why This Happens This behaviour is caused by a known issue currently being investigated by our engineering team. The GBP mapping does not always persist correctly after saving inside Brand Vault, causing the status to revert to Needs profile on subsequent page loads. The issue is tracked internally and a fix is actively in development. 🛠️ What to Do Right Now Because this is a confirmed bug, there is no reliable self-serve workaround at this time. To get your mapping corrected, please escalate to our support team. When you reach out, have the following information ready so we can act quickly: - The name of the Brand Vault brand or location showing Needs profile. - The Google Business Profile name and address you are trying to map. - A brief description of what you did when the revert occurred (e.g. saved the mapping, refreshed the page). - Any screenshots showing the Needs profile status after saving. ✅ What a Resolved Mapping Looks Like Once the mapping is correctly saved, the Needs profile label will be replaced by your business name and address. GBP data such as address, phone, or hours will also pre-fill correctly into Brand Vault fields, confirming the connection is live. 📋 Known Limitation This issue is under active development. We will update this article when a fix has been released. Thank you for your patience. 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 Brand Vault Incomplete Status

This article helps you resolve a situation where your Brand Vault appears incomplete despite having filled in every field you can see. The most common cause is a field that was skipped, left in a draft-like state, or not formally saved — even though it looks filled in visually. Because Brand Vault completion is validated field by field, a single unsaved or partially completed entry can prevent the vault from registering as complete. 📍 Where to Find It Access your 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 → open your project → Brand Vault. If you have not created one yet for this project, use the Create Brand Vault option once inside. 🛠️ Step-by-Step 1. Open your Brand Vault via top-right More Features menu (grid icon, next to your account menu) → Brand Vault, or OTTO SEO in the left sidebar → All Sites → open your project → Brand Vault. 2. Scroll through every section from top to bottom — do not skip any. Sections may include brand name, logo, colors, typography, tone of voice, and target audience details. 3. For each field, click directly into it and confirm the content is active, not just visually present. Some fields require you to click into them to register as touched. 4. Pay close attention to optional-looking fields such as color hex codes, font selections, or dropdown menus — these are sometimes required for completion validation even if they appear optional. 5. If any field has a placeholder, default value, or appears faded, replace or re-enter the value and confirm your selection. 6. After reviewing all fields, locate and click the Save or equivalent confirmation button at the bottom of the vault form to ensure all entries are formally submitted. 7. If the vault still shows incomplete after saving, try refreshing the page and re-opening the Brand Vault to force the system to re-evaluate completion status. ✅ How to Confirm It Worked After saving, your Brand Vault status indicator should update to reflect a complete state — this typically appears as a filled progress bar, a checkmark, or the removal of any incomplete warning banners on the Brand Vault page. If you previously saw a message such as "incomplete" or a progress percentage below 100%, re-open the vault and confirm that message is no longer present. If the status still does not update after a page refresh, this may indicate a field-level validation issue that requires a support review of 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.

🛠️ Fix Stale Crawl Sources and Phantom Records in Brand Vault

🔍 What Are Stale Crawl Sources and Phantom Records? When your website undergoes a major change — such as a domain migration, a site rebuild, or a hack cleanup — your Brand Vault may continue to reference URLs and crawl data from the old version of your site. These are called stale crawl sources. Alongside stale sources, you may also encounter phantom processing records: leftover data entries that appear in your Brand Vault's queue even though the underlying pages no longer exist or have changed significantly. These phantom records can cause issues such as: - Your knowledge base reflecting outdated or incorrect site content - Timeouts or errors when generating content in bulk with Content Genius - OTTO SEO referencing old page data during automation tasks - Slower Brand Vault performance overall 🗂️ When Should You Take Action? You should clean up your Brand Vault after any of the following events: - A domain or subdomain migration - A full site rebuild or CMS change - A security incident that required bulk URL removal or restructuring - A large-scale content audit that removed or redirected many pages - You notice Content Genius bulk generation timing out or producing irrelevant output ⚙️ Step 1 — Identify Your Stale Crawl Source Before removing anything, confirm which crawl source is outdated. 1. Access your Brand Vault: top-right More Features menu (grid icon, next to your account menu) → Brand Vault, (Brand Vault is accessed via the More Features menu.) 2. Once inside, select the relevant workspace or project. 3. Locate the Crawl Sources section. Each source is listed with a unique identifier (for example, a UUID such as e213e8ca-cc02-492c-be44-8f8fdee44479). 4. Review the source URL and the last crawled date. If the URL belongs to a pre-migration version of your site or returns errors, it is stale and safe to remove. 🗑️ Step 2 — Delete the Stale Crawl Source 1. In the Crawl Sources section, click the stale source you identified. 2. Select Delete or the trash icon next to the source entry. 3. Confirm the deletion when prompted. This removes the source and queues all associated crawl data — including page snapshots, media references, and indexed chunks — for cleanup. Note: Deleting a crawl source is permanent. Make sure the source is genuinely outdated before proceeding. If you are unsure, add your new site URL as a fresh crawl source first so your Brand Vault has up-to-date data before you remove the old one. 🧹 Step 3 — Clear Phantom Processing Records After deleting the stale crawl source, phantom records tied to that source will be marked for removal. In most cases, the platform clears these automatically within a short processing window. To verify the cleanup has completed: 1. Return to your Brand Vault and check the Processing Queue or Indexed Pages count. 2. Wait up to 30 minutes for the system to finish purging orphaned records. The exact time depends on how many records exist — larger sets (such as 1,000+ entries) may take slightly longer. 3. Refresh the Brand Vault page. The processing count should return to zero or reflect only your current, active crawl sources. If phantom records remain after 30 minutes, do not delete and re-add your source repeatedly — this can create duplicate entries. Instead, wait a full hour and refresh again before escalating. 🚀 Step 4 — Add Your Updated Site as a New Crawl Source Once the stale data is cleared, add your post-migration site to give Brand Vault fresh, accurate content to work with. 1. In Brand Vault, go to Crawl Sources and select Add Source. 2. Enter your current site URL (the live, post-migration domain). 3. Choose your preferred crawl depth and scope settings. 4. Click Start Crawl. The platform will index your updated pages and populate the Brand Vault with current data. Once the crawl is complete, Content Genius bulk generation and OTTO SEO automation will reference your updated knowledge base. 💡 Tips to Prevent This Issue in the Future - Before a migration: Note your existing crawl source IDs so you can identify and remove them quickly after go-live. - After a migration: Add your new domain as a crawl source immediately and delete the old one within the same session. - After a security incident: Remove any crawl sources that indexed spam or injected URLs before running Content Genius or OTTO SEO tasks. - Routine audits: Periodically review your Brand Vault crawl sources to ensure all entries point to live, relevant URLs. 💬 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.

🛠️ Brand Vault Bulk Image Upload Scroll Bug

🔍 What Is This Issue? When uploading a large batch of images to Brand Vault, some users encounter a scroll glitch inside the upload modal. The confirmation button becomes pushed off-screen and cannot be reached by scrolling, making it impossible to complete the upload in one go. This issue was previously reported and partially addressed, but some users may still experience it depending on the number of images selected and their browser environment. ⚙️ Temporary Workaround: Upload in Smaller Batches While a permanent fix is being rolled out, the most reliable way to complete your upload is to reduce the number of images you select at one time. Follow these steps: 1. Navigate to Brand Vault: top-right More Features menu (apps-grid icon) → Brand Vault. 2. Instead of selecting all images at once, choose a smaller subset — for example, 5 to 10 images per upload. 3. Complete the upload for that batch, confirming it successfully before moving on. 4. Repeat the process for the remaining images until all files have been uploaded. Uploading in limited batches keeps the upload modal at a manageable size, ensuring the confirmation button stays visible and accessible on-screen. ✅ Fix Status: Resolved in a Recent Release This bug was escalated to the engineering team and tracked through the full development cycle. The root cause — the upload button being pushed off-screen when a large number of images were selected — has been addressed. An inline scrollbar was added to the images section of the upload modal to prevent the button from becoming inaccessible. If you have already updated or refreshed the platform and are still experiencing the issue, the batch-upload workaround above remains effective in the meantime. 💡 Tips to Avoid This Issue - Use a supported browser: Make sure your browser is up to date. Older browser versions can affect how modals render and scroll. - Clear your cache: If the platform was recently updated, a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac) can ensure you are loading the latest version. - Keep batches manageable: Even after the fix is fully released, uploading in moderate batches is a good general practice to avoid performance slowdowns during bulk operations. 🆘 Still Experiencing the Issue? If the scroll problem persists after trying the workaround above and refreshing the platform, please collect a short screen recording that shows the issue. This will help the support team reproduce and resolve it quickly. 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 Audit Failures Blocking Brand Vault

🔍 Why Your Brand Vault Needs a Successful Crawl When you create a Brand Vault, Search Atlas first runs a site audit to understand your website's structure, content, and SEO health. If that initial crawl fails or gets stuck, the Brand Vault setup process cannot move forward. Resetting the audit is the fastest way to clear the block. ⚙️ Common Causes of Crawl Failures Most crawl failures fall into a few recognizable categories. Review the list below to identify what may be affecting your site: - Server or hosting blocks – Your server or CDN (such as Cloudflare) may be blocking our crawler's IP range or user agent. - Robots.txt restrictions – A restrictive robots.txt file can prevent our crawler from accessing key pages. - Sitemap errors – Missing, broken, or inaccessible XML sitemaps can cause the crawl to stall or return errors. - Redirect loops – Circular redirects between HTTP/HTTPS or www/non-www versions can halt the crawl. - Timeouts on large sites – Very large sites with thousands of pages may exceed the crawl window, causing an incomplete audit. 🚀 How to Reset Your Site Audit If your audit is stuck or has failed, follow these steps to reset it: 1. Navigate to OTTO SEO → Site Audit in the left sidebar of Search Atlas. 2. Locate the site with the failed audit in your list of active projects. 3. Open the site's dashboard and go to the site audit section. 4. Reset the audit so that a new crawl is triggered for the site. 5. Confirm the reset when prompted. 6. Wait for the new crawl to begin — it should start within a few minutes. ✅ Verifying the Fix After resetting the audit, check the following to confirm everything is working: - The audit shows it is running again within 5–10 minutes. - The crawl progress advances without stalling. - Once the crawl completes successfully, return to your Brand Vault setup — the option to proceed should now be available. 💡 Tips to Prevent Future Failures To minimize the chance of crawl failures on future audits, consider these proactive steps: - Whitelist Search Atlas crawler IPs in your firewall, CDN, or security plugin. - Ensure your robots.txt file allows access to important content sections. - Keep your XML sitemap valid and submitted in the audit configuration. - Resolve any redirect chain issues on your primary domain. 📞 Still Having Trouble? If resetting the audit does not resolve the issue, our team can investigate the crawl logs and server response on your behalf. 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 Brand Vault Wix Crawl and Stuck Images

What This Article Covers If your Brand Vault is showing irrelevant or generic business information, your Style Guide images appear stuck or spinning, or an unexpected post was published to a social channel, your website may be built on Wix. This article explains why this happens and how to begin resolving each issue. Why Wix Sites Cause This Problem Wix websites render their content using JavaScript rather than plain HTML. When the Brand Vault crawler visits a Wix site, it can only read the page shell — the visible text, business details, and images are not accessible to the crawler. As a result: - Brand Voice detection picks up generic or placeholder content instead of your real business information. - Style Guide images may get stuck in a loading or spinning state because the crawler cannot retrieve images from a JavaScript-rendered page. - Any AI-generated content — including social posts — may be based on that incorrect data, leading to irrelevant output being published. Fix 1: Manually Enter Your Business Information Because the crawler cannot read your Wix site automatically, you need to provide your business copy directly inside Brand Vault rather than relying on automatic crawling. Open Brand Vault and look for the area where you can enter or edit your business details manually. Paste in your business description, services, tone, and any other key details so the system has accurate information to work from. Save your changes once complete. Once your real business information is saved, Brand Vault will use it to generate accurate Brand Voice data across the platform. Fix 2: Remove Any Incorrectly Published Social Posts If an irrelevant post was published to Facebook or another social channel as a result of the bad crawl data, you will need to delete or unpublish that post manually. Log in to the relevant social platform directly and remove the post. Then, after completing Fix 1 above, regenerate your social content so it reflects your correct brand information before publishing again. Fix 3: Resolve Stuck Style Guide Images Style Guide images that are stuck loading or spinning are a known issue tied to the same Wix crawl limitation. If your images remain stuck after following Fix 1 and allowing a few minutes for the system to update, try manually uploading your brand images directly inside Brand Vault's Style Guide section instead of relying on auto-discovery from your website. Still Need Help? If the steps above do not resolve your issue, please contact our support team via the chat widget and we will be happy to assist you further.

Brand Vault Not Syncing Fresh OTTO Crawl Data

Overview Brand Vault pulls crawl data from OTTO to keep your brand's SEO context accurate and up to date. In some cases, Brand Vault may continue displaying older crawl data even after OTTO has completed a new site crawl — for example, after a site relaunch or a manual rescan. This article explains why this happens, what you should do, and what to expect. What Causes This Issue This problem is related to Brand Vault not syncing fresh data after a new OTTO site crawl completes. As a result, Brand Vault may continue showing previous crawl results rather than the latest data. What To Do If Brand Vault Shows Stale Data If you have completed a new OTTO crawl but Brand Vault is still displaying outdated information, we recommend contacting our support team so they can investigate and apply the appropriate fix for your account. To reach us, use the Get in touch button below, or message us directly through the chat — we will look into the sync issue for your account. Tips to Keep Brand Vault Data Accurate - Always run an OTTO scan after significant site changes, such as a relaunch, domain migration, or large content update. - Give the crawl time to fully complete before checking Brand Vault for updated data. - If you update brand information directly in Brand Vault, confirm that the changes are saved before relying on them for AI-assisted tasks. Need Further Help? If Brand Vault is still not reflecting your latest OTTO crawl data, our team is ready to investigate. Please reach out to our support team using the Get in touch button below and we will look into the issue for your account.

🛠️ Brand Vault Stuck in "Analyzing" State: Causes, Troubleshooting, and Resolution

If Brand Vault has been stuck in the "Analyzing" state for more than 2 hours, a background process has stalled. Follow the steps below to identify the cause, clear the issue yourself, or escalate to support with the right details ready. ⚠️ Normal vs. Stuck: When to Take Action A brief "Analyzing" status — typically under 30 minutes — is expected when Brand Vault first processes your brand data. Take action if any of the following apply: - The status has not changed after 2 or more hours - Brand Vault has shown "Analyzing" for multiple days - The status persists after closing and reopening your browser 🔍 Common Causes of a Frozen Brand Vault Analysis Several conditions can cause Brand Vault to stall in the "Analyzing" state: - Large or complex brand dataset: Accounts with a high volume of brand assets or tracked domains can exceed normal processing time. - Silent backend failure: A server-side task may have failed without resetting the status display, leaving it permanently stuck. - Interrupted connection during setup: A network disruption during the initial analysis can leave the process in a partial state. - Browser session conflict: Having Search Atlas open in multiple tabs or browsers can interfere with real-time status updates. 🛠️ How to Troubleshoot Brand Vault Stuck in Analyzing Work through these steps in order. Stop as soon as the "Analyzing" status clears and Brand Vault loads correctly. 1. Wait at least 2 hours if you recently initiated the analysis. Processing time scales with your brand's data volume — large accounts take longer. 2. Hard-refresh the page. Press Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac) to force the browser to reload the latest status directly from the server. 3. Close all other Search Atlas tabs. Reduce your session to a single tab, then navigate back to Brand Vault. 4. Clear your browser cache and reload the page. A stale cache can display an outdated "Analyzing" label even after processing has finished. 5. Log out and log back in. Go to your account menu, select Log Out, sign back in, then navigate to Brand Vault. 6. Open Brand Vault in a different browser or an incognito window to rule out a browser-specific issue. If Brand Vault loads correctly after any of these steps, your analysis has completed successfully. 📞 When and How to Contact Search Atlas Support If Brand Vault is still stuck after completing all troubleshooting steps — especially if it has been in the "Analyzing" state for more than 5 hours or across multiple days — contact the Search Atlas support team. Include the following details to speed up resolution: - Your account email address and workspace name - The date and approximate time the analysis started - A screenshot showing the "Analyzing" status - The browser and operating system you are using - Whether the issue appears in multiple browsers or on different devices The support team can inspect the backend processing task, reset the analysis pipeline, and confirm when Brand Vault is fully operational for your account. 🎯 You now know the most likely causes of a frozen Brand Vault analysis and the exact steps to clear it. If troubleshooting does not resolve the status, contact Search Atlas support with the details above so the team can reset the analysis process directly on the backend.

🔗 Brand Vault Social Media Links Not Saving: What to Do

Some customers have reported that the social media links they add to a Brand Vault do not save, or that previously saved links disappear from one or more Brand Vaults. Our engineering team has identified the cause and is working on a permanent fix. This article explains what is happening, how to work around it, and what to expect next. 🔍 What's Happening This is a known bug. In affected accounts, social media URLs entered in a Brand Vault may not be stored or displayed correctly. As a result: - Newly added social media links fail to save when you click Save. - Links that were previously saved no longer appear in the Brand Vault. - The issue can affect a single Brand Vault or every Brand Vault across all of your clients at once. One identified cause is that an automatic refresh of Brand Vault data can overwrite social media links you entered manually. Our engineering team is adding a guardrail so that auto-refresh never overwrites user-entered customizations. Your other Brand Vault details (such as brand name, logo, and descriptions) are not affected by this bug. Only the social media link fields are impacted. 💾 Is My Data Lost? In most cases, no. We have confirmed that in many reported cases the links are still present in our database and are simply not displaying in the interface. Because the underlying data usually still exists, our team can often restore previously entered values. We recommend keeping your own record of the social media URLs you use so you can quickly re-enter them if needed. 🔧 Workaround: Re-Saving Your Links While the permanent fix is being rolled out, the following steps resolve the issue for most customers: 1. Open the affected Brand Vault from your dashboard. 2. Go to the Social Media section. 3. Clear any fields that appear blank or contain partial URLs. 4. Re-enter each full social media URL, including the https:// prefix (for example, https://www.facebook.com/yourbrand). 5. Click Save and wait for the confirmation message before leaving the page. 6. Refresh the page to confirm the links now display correctly. ⚠️ If the Links Still Don't Save If your links disappear again after refreshing, try the following: - Save one link at a time rather than entering all of them at once. - Use a different browser or an incognito/private window to rule out cached data. - Clear your browser cache and cookies, then sign in again. If a specific platform URL will not save even though others do — for example a Trustpilot link that uses a country-code subdomain such as https://uk.trustpilot.com/review/yourbrand — this was a separate URL-validation issue that has since been fixed. If you still cannot save such a link, let support know the exact URL. If none of these steps work, contact our support team (see below) and let us know the affected Brand Vault names so we can restore your data directly. 📧 Related Issue: Account Email and Missing Emails Some customers experiencing the Brand Vault bug have also reported that they cannot update their account email address and are not receiving emails from Search Atlas. These symptoms are often linked to the same underlying account record and can usually be fixed together. 📨 If You Are Not Receiving Our Emails - Check your spam, junk, and promotions folders. - Add @searchatlas.com to your email safe-sender list. - Confirm with your IT team that Search Atlas emails are not being blocked by a company filter. ✏️ If You Cannot Change Your Account Email The email update feature may be temporarily blocked for affected accounts. Do not attempt to change it repeatedly, as this can delay resolution. Instead, contact support and request the change manually. Be ready to verify your identity as the account owner. 💬 How to Reach Support If the workaround above does not resolve your issue, our team can restore your links and update your account settings for you. When you contact us, please include: The email address associated with your Search Atlas account. The names of the affected Brand Vaults. A list of the social media URLs that should be saved (if you have them). A note if you are also affected by the email update or missing-email issues. You can reach us through the in-app chat typing "Human Teammate". Providing the details above in your first message helps us resolve everything in a single step. 🚀 What to Expect Next A permanent fix for this bug is in progress and currently in review. It includes a guardrail that prevents automatic Brand Vault refreshes from overwriting your manually entered social media links. Once it is released, your social media links will save and display normally, and the account email and email-delivery issues will be resolved at the same time. We will update affected customers when the fix is live. In the meantime, keeping a backup copy of your social media URLs is the best way to recover quickly if links disappear again.

⚠️ Brand Vault Sync Error: Missing Logo, Images, and Social Profile Mappings

A Brand Vault sync error can incorrectly map asset URLs and social profile data, removing or misassigning your logo, images, and social profile URLs in the Style Guide and Knowledge Graph. Contact Search Atlas Support to request priority escalation and engineering-level data restoration. 🔍 Symptoms of the Brand Vault Sync Mapping Error A backend sync mapping error in Brand Vault incorrectly assigns asset URLs and social profile data to the wrong fields during a sync. This affects both the Style Guide and Knowledge Graph sections of your Brand Vault. You are likely affected if, after a Brand Vault sync, you see any of the following: - Your brand logo is missing from the Style Guide. - 50 or more images are missing from the Style Guide. - Social profile URLs in the Knowledge Graph are incorrectly mapped or removed entirely. 🛠️ How Search Atlas Restores Affected Accounts Accounts that report this issue through support are escalated to engineering for priority data restoration. Here is what happens after you contact support: 1. You contact support and describe the missing logos, images, or social profile URLs after the sync. 2. Your support agent escalates your account directly to the engineering team. 3. Engineering corrects the sync mapping and restores your missing assets. 4. Your logo, images, and social profile URLs are verified and confirmed restored. Support escalation is the only reliable path to restoration. Re-uploading assets or manually editing social profile fields does not fix the underlying sync mapping error. 📞 How to Request Priority Data Restoration Contact Search Atlas Support immediately if any of the following apply: - Your logo, images, or social profile URLs are missing or incorrect after a Brand Vault sync. - You need confirmation that your account has been flagged for priority restoration. - You have an urgent business need that requires immediate remediation. When you reach out, include your account name and a clear description of the affected assets. Your support agent will escalate your account to engineering and coordinate data restoration as quickly as possible. 🎯 Once you contact Search Atlas Support with your account name and a description of the missing assets, your case will be escalated to engineering for priority restoration of your logo, images, and social profile URLs.