💬 General Support

🛠️ How to Contact Search Atlas Support

🎥 How to Create a Loom Video for Support

📘 Search Atlas Affiliate Program: Frequently Asked Questions

⚠️ Duplicate Project Names Causing Unexpected Credit Drain

If your Search Atlas credit balance is dropping faster than expected, duplicate projects sharing the same name may be the cause. Delete the duplicates using the steps below to stop the credit drain immediately. ⚠️ What Is This Issue? Search Atlas currently does not enforce unique project names within an account. The same project name can be created an unlimited number of times — in some cases, a single name has been found duplicated up to seven times on one account. Every duplicate project runs its own automated processes and draws from your credit balance independently, with no warning or notification. This is a known issue under investigation. Until a permanent fix is released, manually removing duplicates is the recommended workaround. 🩺 First: Confirm the Source of the Credit Drain Before deleting anything, confirm the credit drain is tied to project activity by checking your Credits Usage log. If the drain is in AI Visibility (formerly LLM Visibility) or AI-generated content credits rather than standard project credits, the cause may differ — contact Search Atlas Support for a usage audit before deleting any projects. Note: If a project appears in Atlas Agent only and cannot be deleted from the Projects list, this is a separate ghost-project issue. Contact Search Atlas Support to have the orphaned agent_project record removed manually. 🔍 How to Identify Duplicate Projects in Search Atlas Check your project list for any names that appear more than once: 1. Log in to your Search Atlas account. 2. Select Projects from the left-hand navigation menu. 3. Scan the list for any project name that appears two or more times. 4. For each repeated name, note the creation date. To identify the original, compare creation dates and review which project contains your active tracked keywords, reports, or linked OTTO/Site Auditor data. The project with the most data is almost always the one to keep, regardless of age. Once you've identified which projects are duplicates, you're ready to delete them and stop the credit drain. 🗑️ How to Remove Duplicate Projects in Search Atlas Before deleting, confirm which project is the original by reviewing its creation date and any data you want to keep — tracked keywords, reports, custom settings, linked OTTO/Site Auditor data, and historical reporting. Then remove each duplicate: 1. Go to Projects in the left-hand navigation menu. 2. Locate a project whose name matches another project on your account. 3. Click the three-dot menu (⋯) next to the duplicate project name. 4. Select Delete Project. 5. Confirm the deletion when prompted. 6. Repeat for every additional duplicate. Project deletion is not reversible — once deleted, associated historical data (tracked keywords, reports, audit history) cannot be recovered. Always confirm you are deleting a duplicate, not the project containing your active data. After removing all duplicates, only one project should exist per unique name. Credit consumption will return to the expected rate immediately. 💳 How Duplicate Projects Drain Search Atlas Credits Every Search Atlas project runs scheduled automated tasks — keyword tracking, site audits, and other processes — each of which deducts credits from your balance. When multiple projects share the same name: - Each duplicate runs the same tasks as the original project. - Credits are deducted for every duplicate, multiplying your usage with no notification. - There is currently no alert shown when a duplicate is created or when it consumes credits. For example, if the same project name was created seven times, you may have been charged up to 7× the expected credit cost for that project's activity. Understanding this helps you estimate the full scope of the drain before contacting support. 💰 Can I Recover Credits Consumed by Duplicate Projects? Credits already consumed by duplicate projects are not automatically refunded. If you believe a significant number of credits were drained by unintentional duplicates, contact Search Atlas Support with your account details and the names and creation dates of the duplicates. Refund eligibility is assessed case by case. 🛠️ Current Fix Status This is a known issue under investigation. Once a permanent solution is released, Search Atlas will block duplicate project names at the point of creation — no further manual action will be needed on your end. If you believe credits were consumed by duplicates before you discovered this issue, contact Search Atlas Support with the affected project names and approximate dates so the team can review your account. 🌀 You now know how to identify and remove duplicate projects to stop unintended credit usage — delete any duplicates from your account today, and reach out to Search Atlas Support if you need help reviewing your credit history.

🛠️ GSC & Bing Indexing, AI Credits, and Domain Knowledge Network (DKN) Troubleshooting

Fix GSC Instant Indexing failures, meet Bing Indexing requirements, recover missing AI Premium credits, and use the Domain Knowledge Network (DKN) to close content gaps and grow your site's topical authority. 📡 GSC Instant Indexing Is Not Working GSC Instant Indexing connects Search Atlas to Google Search Console so you can request faster crawling and indexing of your pages. There are two distinct failure modes — identify which one applies to you before taking action. 1. Connection or authentication issues (re-authenticate via OAuth) Use this flow when Search Atlas shows your Google Search Console integration as disconnected, errored, or with an expired token. 1. Go to Settings → Integrations in Search Atlas. If you don't see Integrations, contact Support to confirm your plan includes GSC Instant Indexing. 2. Confirm your Google Search Console property shows a Connected status. 3. If the status shows an error or expired token, click Reconnect and complete the Google OAuth flow. Known display bug: If the GSC Performance report shows an Authorize Connection screen only when you change the time-range filter (for example, switching from 1 Year to 1 Month or 2 Months), this was a previously documented display bug that is now resolved. Refresh the page first; if the screen persists, clear your browser cache before attempting to reconnect. 2. Connection is valid but indexing requests still fail Use this flow when your GSC integration shows as Connected but URL submissions are not being processed, or when the Generate Unique Address button returns an error. - Generate Unique Address button returns an error: Clear your browser cookies and cache, reload the page, and retry. If the error persists, contact Search Atlas Support — an agent can retrieve your service-account address directly from the backend (example format: indexing-[customer]@indexed-[hash].iam.gserviceaccount.com). - Submissions appear accepted but pages are not being indexed: Check status.searchatlas.com for any active incidents before contacting Support. If an active incident is listed, no further action is needed — the team is already investigating. Subscribe to incident updates on that page, or open a support ticket to be notified when the issue is resolved. 🔗 Bing Indexing Requires Root Domain Access Bing Indexing uses the Bing URL Submission API. This API requires root domain ownership verified in Bing Webmaster Tools — subdomain or subfolder-level access is not sufficient and will prevent submissions from being accepted. Requirements before connecting Bing Indexing - Root domain verification: Verify ownership of the root domain (e.g., example.com) in Bing Webmaster Tools — not a subdomain (blog.example.com). - Bing Webmaster Tools API key: Generate an API key under Settings → API Access in Bing Webmaster Tools. How to connect Bing Indexing in Search Atlas 1. Complete root domain verification in Bing Webmaster Tools. 2. Copy your API key from Bing Webmaster Tools. 3. In Search Atlas, go to Settings → Integrations → Bing Indexing and paste the API key. 4. Save and re-submit your URLs for indexing. Once root-level access is confirmed and the API key is saved, Bing Indexing will show accepted submissions in the integration dashboard. ✍️ Error When Editing the "About the Author" Section If you see an error while editing an article's About the Author section, this is a known intermittent issue caused by the Content AI processing pipeline. No article data is lost when this error occurs. What to do - Wait a few minutes, reload the tab, and try the edit again. - Check status.searchatlas.com to see if a Content AI incident is currently active. - If the error persists for more than 30 minutes, contact Search Atlas Support with your article URL and the full error message so the team can investigate. The Search Atlas team actively monitors and mitigates this issue. Once the pipeline clears, the edit will complete normally. 💳 Missing AI Premium Credits — How Quotas Work and How to Restore Them AI Premium credits come in two distinct types. Understanding the difference is essential when credits appear missing or cannot be restored. Recurring vs. non-recurring credits - Recurring credits reset automatically each billing cycle. If these appear missing or incorrect, Support can restore them directly. - Non-recurring credits are one-time top-ups. Once consumed, they cannot be restored — Support cannot reissue spent non-recurring credits. Steps if your AI Premium credits are missing 1. Contact Search Atlas Support and specify whether the missing credits were recurring or non-recurring. 2. After Support restores your recurring credits, reload the tab — the updated balance appears immediately on refresh. 3. Verify your credit balance under the Avatar Menu (👤) (Avatar Menu (👤), top-right) → Billing → Plans & Top-ups. 4. If non-recurring credits were consumed unexpectedly, provide Support with the date and the feature where they were used so the team can review the usage logs. After a Support-initiated restore, your recurring credit balance will reflect the correction on the next page reload. 🗺️ Domain Knowledge Network (DKN) — Best Practices for Content Strategy The Domain Knowledge Network (DKN) maps the topical coverage of your domain and surfaces gaps where content is missing. Use it to make deliberate, cluster-driven editorial decisions rather than publishing on disconnected topics. How to read the DKN map - Gaps on the map are topics your domain has not yet covered — each gap is a candidate for your next article. - Incomplete clusters — topic groups where you have 1–2 articles but not full coverage — signal the highest-priority opportunities. A few targeted articles can close the cluster and send stronger topical authority signals to Google. DKN prioritization strategy 1. Start with incomplete clusters. Expanding a cluster you've already started is more efficient than opening a new one from scratch. 2. Prioritize by authority potential. Focus on clusters in your core niche before moving to adjacent topics. 3. Follow the clusters, not random topics. Use the DKN as your editorial calendar — each article should advance a specific cluster toward completion. 4. Pair DKN with the Search Atlas Content Planner. Once you identify which cluster gaps to fill, use the Content Planner to brief and create those articles. DKN resources - Review the DKN documentation for a full feature walkthrough. - Watch the Search Atlas DKN training sessions for guided walkthroughs using real-world examples. When used consistently, the DKN shortens the path to topical authority by showing you exactly which articles to write next — and in what order. 🎯 You now know how to verify and fix GSC and Bing Indexing connections, recover missing AI Premium credits, work around the intermittent Content AI editing error, and use the Domain Knowledge Network to build a cluster-driven content strategy. For real-time platform status on any issue, always check status.searchatlas.com first.

🛠️ Frequently Asked Questions — Troubleshooting & Support

This article covers the most common platform-wide errors, unexpected behaviors, and how to get help from the Search Atlas support team. The Search Atlas interface is shaking or glitching when I navigate. What's wrong? This intermittent UI animation issue occurs on some browser/OS combinations and is being tracked by the engineering team. Try: (1) hard-refresh the page (Ctrl+F5 or Cmd+Shift+R), (2) clear your browser cache, (3) try a different browser (Chrome is recommended). ⚠️ If it persists across browsers and sessions, submit a support ticket with your browser version and operating system. I'm getting a generic "Something went wrong" error. How do I troubleshoot it? 1. Hard-refresh the page 2. Clear browser cache and cookies for searchatlas.com 3. Try in an incognito/private window to rule out browser extension conflicts 4. Check status.searchatlas.com (if available) for any ongoing incidents 5. If the error is in a specific feature, note the exact page URL and what action triggered it, then contact support What does a 400 Bad Request error mean? A 400 error means the request was rejected because something in the input is invalid or missing — usually a required field that's blank, a URL format issue, or a conflicting setting. ⚠️ Check the specific feature's requirements: for On-Page Audit, ensure the target keyword and URL are both filled; for Website Studio, ensure the domain is formatted correctly; for OTTO schema, check that required fields are populated. What does a 500 Internal Server Error mean? A 500 error means something failed on the server side — not your input. These are typically transient. ✅ Wait 30 seconds and try again. If it happens repeatedly on the same action, contact support with the page URL, the action you were performing, and the time of the error. An export or download is failing or the file is empty. What should I do? ⚠️ Wait for all data widgets on the page to fully load before exporting — exporting while data is still loading produces incomplete files. If the export consistently fails or is empty: try a different browser, disable browser extensions (ad blockers can intercept download requests), and try generating the export again. My keyword cluster generation failed with "Please try again." What's happening? This transient error occurs when the cluster generation service is under high load or when the input keyword set is too large for a single operation. Try: (1) retry with a smaller keyword set, (2) wait a few minutes and retry, (3) if the error persists, contact support with the specific keyword(s) that triggered it. Why is the Search Atlas dashboard slow or unresponsive? Common causes: (1) browser extension conflicts — try in incognito mode, (2) large data sets in the current view — filter or paginate to reduce the render load, (3) your internet connection — test on a different network, (4) platform load during peak hours — try again after a few minutes. 💡 If slowness is consistent over multiple days and sessions, contact support. How do I report a bug? Contact support via the in-dashboard chat (click the help icon, typically bottom-right) and type "Human Teammate". Then report to our agents the bug. Include: - Your account email - The page URL where the issue occurred - What you were trying to do - What happened instead - A screenshot or screen recording if possible - The approximate time of the issue 💡 The more specific your report, the faster the team can reproduce and fix it. Why is my QUEST / AI Visibility query timing out? OpenRouter (the service that routes queries to AI platforms) can be temporarily congested or a specific AI provider may be rate-limiting. ✅ Wait 2–5 minutes and retry. If timeouts are consistent over more than an hour, contact support — they can check the OpenRouter and provider status. The platform says I'm out of a certain credit or quota. What are my options? Go to Avatar (top-right) → Billing → Plans & Top-ups to check which quota is exhausted. Options: (1) wait for the monthly reset (quota resets on your billing anniversary), (2) purchase a top-up add-on from Avatar Menu (👤) (Avatar Menu (👤), top-right) → Billing → Plans & Top-ups, (3) upgrade to a higher plan if your usage consistently exceeds your current plan's limits. My account was logged out unexpectedly. Why? Session tokens expire after a period of inactivity (typically 24–72 hours depending on your session settings). ✅ Re-login using your credentials. ⚠️ If you're being logged out repeatedly within a short period, your session may be conflicting with another active session — log out of all devices from Settings → Security and log back in. Something in the platform is working differently than the Academy tutorial shows. Is the tutorial outdated? Search Atlas releases updates frequently. If a feature's behavior doesn't match the tutorial, the UI may have been updated since the tutorial was recorded. 💡 Check the What's New section in the dashboard for recent changes, or ask Atlas Brain directly — it has current knowledge of the platform. If you believe a tutorial is materially incorrect, contact support so it can be flagged for update.

🛠️ Fix Site Metrics and Credit Refresh Issues

🔍 Overview Two related issues sometimes catch Search Atlas users off guard: Site Metrics not returning data and plan credits not updating immediately after an upgrade. This article explains both, what causes them, and exactly what to do to resolve each one. 📊 Why Site Metrics May Not Be Working Site Metrics pulls live data from external providers whenever you run an analysis. If something goes wrong during that request, you may see a blank result, a loading spinner that never finishes, or an error message. The most common causes are: - Temporary server errors: A background process that fetches provider data occasionally returns an error (HTTP 500). This is resolved automatically, but retrying after a few minutes usually fixes it immediately. - Insufficient fresh-data credits: Each time you request up-to-date metrics for a site, one "fresh provider call" credit is consumed. If your plan quota is exhausted, the system falls back to cached data or skips the request silently. - LLM Visibility toggle unresponsive: The AI Visibility toggle inside Site Metrics may appear clickable but not respond. This is a known UI issue that has been resolved in a recent release — refreshing your browser or clearing your cache usually corrects it. ⚙️ How to Run a Site Metrics Analysis 1. In the left sidebar, click Site Metrics, then select All Sites. 2. Enter the domain you want to analyse in the search bar and click Analyze. 3. If the results look outdated or fail to load, navigate to Keywords → Keyword Research (History tab) to check whether a previous run completed successfully. 4. To force a fresh data pull, click Analyze again. If your plan has remaining fresh-call credits, new data will be fetched immediately. 5. If you need to review AI-powered visibility data, navigate to AI Visibility in the left sidebar and ensure the AI Visibility toggle is active. If the toggle is unresponsive, do a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac). 💳 Why Credits Did Not Change After Upgrading to $199 After upgrading your plan, you may notice that your available credits look the same as before. This is expected behaviour in most cases, and here is why: - Credits refresh at your billing cycle renewal, not at the moment of upgrade. When you move to a higher plan mid-cycle, your new credit allowance takes effect at the start of your next billing period. The credits you had remaining from your previous plan stay in place until then. - The credit-status display can lag. There is a known intermittent issue where the credit counter shown in the platform under-reports your remaining balance. The actual quota available to the system may be higher than what is displayed. This means analyses may succeed even when the counter reads zero. - Fresh provider call quota: The specific quota that controls how many times Site Metrics can fetch live data (allowed_site_explorer_fresh_provider_calls) is being wired into plan configurations as part of an upcoming release. Until that update is fully deployed, some plan tiers may not yet reflect the correct fresh-call limit in the UI. ✅ What to Do Right Now 1. Check your current plan and renewal date: Go to your account settings and confirm when your billing cycle renews. Your new credit limits will apply from that date. 2. Try your analysis anyway: Because the credit display can lag, your account may already have access to more fresh calls than the counter shows. Click Analyze in Site Metrics → All Sites and see if the request completes successfully. 3. Refresh your browser: A hard refresh clears stale UI state and forces the platform to re-read your current credit balance from the server. 4. Wait for the billing cycle to renew: If you are still within your current period, your upgraded quota will be fully available from your next renewal date. 🚀 Quick Reference: Site Metrics Navigation - All Sites list: Left sidebar → Site Metrics → All Sites - Site overview and AI Visibility activation: Left sidebar → Site Metrics → Overview - AI Visibility detail: Left sidebar → Site Metrics → AI Visibility - Keyword data: Left sidebar → Keywords (Keyword Research) - Page-level data: Left sidebar → Site Metrics → Pages - Topical authority view: Left sidebar → Site Metrics → Topical Dominance 💬 Still Need Help? If you have followed the steps above and Site Metrics is still not working, or your credits do not look right after your billing cycle has renewed, our team can investigate 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. Additional Notes Before reaching out to support, have ready: your account email, the date you upgraded, credit balance before and after upgrade, and any error messages observed. Also: log out and back in to force an account sync.

🔗 Missing Affiliate Referral Not Appearing on Dashboard

If a referred user isn't showing on your Search Atlas affiliate dashboard, the affiliate program owner can investigate and manually credit the referral. contact us via the Intercom chat — click the messenger icon on any page. When our Voodoo chatbot responds, type Human Teammate to be transferred to a human agent who can help you. with the details outlined below. 🔍 Why a Referral May Not Appear A referred user can go missing from your dashboard for several reasons: - The referred user did not click your unique referral link before completing sign-up. - A browser extension or ad blocker prevented the referral tracking cookie from being set. - The referral cookie window expired before the user finished registering. - An internal attribution error on the Search Atlas platform — rare, but one reason the affiliate program owner can investigate and apply a manual credit. - If your referred user signed up through the Shopify App Store, standard referral cookie tracking may not apply. Mention this explicitly when contacting the affiliate program owner, as Shopify-sourced sign-ups require a separate provisioning review. ✅ What to Gather Before You Reach Out Collecting these details before you email speeds up the investigation: - Your affiliate account email address. - The referred user's name and registration email — the address they used to create their Search Atlas account. - Your exact referral link — confirm it is your unique affiliate URL, not a generic Search Atlas link. - The approximate date the referred user signed up. - Any confirmation from the referred user that they used your link — a screenshot, forwarded email, or chat message. 📩 How to Contact the Affiliate Program Owner Missing-referral investigations and commission disputes are handled directly by the Search Atlas affiliate program owner. contact us via the Intercom chat — click the messenger icon on any page. When our Voodoo chatbot responds, type Human Teammate to be transferred to a human agent who can help you. and include the following: 1. Your affiliate account email address. 2. The referred user's name and the email they registered with. 3. The referral link you shared with them. 4. The approximate sign-up date. 5. Any supporting evidence the referred user can provide (screenshot, forwarded email, etc.). The affiliate program owner will review the referral data on the back end and respond with a resolution or next steps. Allow up to 3–5 business days for a response. If you haven't heard back after 5 business days, follow up by replying to your original email. Manual referral credits are subject to verification. The affiliate program owner will confirm eligibility based on the information you provide and may request additional evidence before crediting the referral. 🎯 You now know exactly who to contact and what to include when a referral goes missing. contact us via the Intercom chat — click the messenger icon on any page. When our Voodoo chatbot responds, type Human Teammate to be transferred to a human agent who can help you. with your referral details, and the affiliate program owner will investigate, confirm attribution, and apply any owed commission to your account.

📰 Press Release Distribution Failures: How Refunded Credits and Republication Work

📋 Overview When you distribute a press release through Search Atlas, your content is pushed to a network of media channels and syndication partners. Occasionally, one or more of these channels may fail to publish due to issues on the receiving network's side, formatting conflicts, or temporary outages. This article explains how Search Atlas handles those failures, how credits are refunded, and how to republish the affected channels without being charged twice. Refunds for press release distribution are issued in Hyper Drive Credits (HDC). ⚠️ Why PR Channels Sometimes Fail A press release distribution can partially fail even when most channels succeed. Common reasons include: - A downstream media partner is temporarily unavailable or rejects the submission. - The release contains formatting, character, or link issues that a specific channel will not accept. - A network applies its own editorial review and declines the content. - Temporary connectivity or timeout errors between systems. When this happens, the channels that published successfully remain live. Only the failed channels need attention. A channel is treated as a confirmed failure when it has received no published media URLs after the distribution report is finalized (the report-available state). At that point the channel will not receive URLs later, so it is marked as failed and refunded automatically. 💰 How Refunds for Failed Channels Work You are never charged for distribution that does not complete. When a channel fails to publish, Search Atlas automatically credits your account for the portion that did not go through. 1. The system detects which channels failed during or after distribution. 2. The HDC tied to those specific failed channels are returned to your account balance. For a partial failure, the refund is proportional to the channels that failed, so you keep full value for the channels that did publish. 3. You can view the refunded credits in your account's billing or credits section. This means the cost of a partial failure is reversed, and you keep full value for any channels that did publish successfully. 🔎 Where to See Per-Channel Status and Refunds Each channel reflects its own state rather than a single shared status for the whole release. On the Publication Status modal (and the View Status table), every channel shows one of the following statuses: - Published – the channel published successfully. - Publishing – distribution is still in progress for that channel. - Publish failed – the channel did not publish; the refunded amount is shown next to it (for example, "20 HDC refunded"). - Publish stuck – the channel is in a stalled state and is being resolved. For rejected or failed channels, the View Status table includes a Refunded column so you can confirm the refunded amount inline without leaving the screen. 🔁 How to Republish Failed Channels Without Duplicate Charges The most common concern is being charged twice: once for the original attempt and again for the republication. Because failed channels are refunded before republication, this does not happen. You only pay for channels that actually publish. 🛠️ Option 1: Republish Yourself 1. Open the press release report for the affected distribution. 2. Review the channel status list to confirm which channels are marked as Publish failed. 3. Confirm that the HDC for those failed channels have been returned to your account balance (and shown in the Refunded column). 4. Use the republish option to resubmit only the failed channels. 5. The republication consumes the refunded credits, so your net cost stays the same as a single successful distribution. Note: republishing press releases that are in a failed (Publish Failed) state now works as expected. A previously reported issue, where republishing a failed press release was silently ignored, the status did not change, and no quota was consumed, has been fixed. 🤝 Option 2: Have the Search Atlas Team Handle It Yes, our team can manage republication from the backend for you. This is useful if a failure is recurring, if you are unsure which channels need resubmission, or if you simply prefer us to handle it. 1. Contact support and reference the specific press release or order. 2. Our team verifies the failed channels and confirms the refunded credits. 3. We republish the affected channels on your behalf, using the refunded credits. 4. We confirm completion and share the updated channel status with you. In both options, the refund-then-republish sequence ensures you are not double-charged. ✅ How to Confirm You Were Not Charged Twice To verify everything balanced correctly, check the following after republication: - Credits balance: The refunded HDC should appear, then be applied to the republished channels. - Channel status: Previously failed channels should now show as published. - Order history: The net credits used should match a single successful distribution, not two full charges. - Credit cost consistency: The per-channel credit cost you see should match the actual cost charged. If a channel's displayed cost looks inconsistent, contact support so we can verify the correct amount was refunded. If any of these do not line up, contact support with your order details and we will reconcile it. 💡 Tips to Reduce Future Failures - Avoid unusual characters, broken links, or overly promotional language that some networks reject. - Keep formatting clean and within recommended length guidelines. - Wait for the full distribution report before assuming a release failed, as some channels publish on a delay. 📞 When to Contact Support Reach out to our team if: - Refunded credits do not appear after a channel failure. - The same channels fail repeatedly after republishing. - You would prefer Search Atlas to handle republication for you. - You see charges that do not match the channels actually published. Include your press release name or order ID so we can resolve the issue quickly.

📊 Pricing, OTTO Add-Ons, Keywords & WordPress Explained

🔍 Why Search Atlas Shows Higher Keyword Volumes Than Other Tools If you've compared Search Atlas keyword data with tools like SEMrush or Ahrefs, you may notice our volume figures are significantly higher — sometimes up to 5x. This is expected, and here's why. Search Atlas aggregates keyword volume data from multiple data sources, including clickstream data, Google Search Console signals, and proprietary data partnerships. Most competitor tools rely on a single data source, which tends to undercount actual search activity — particularly for long-tail and localised keywords. Our methodology is designed to give you a more complete picture of true search demand, not just a filtered subset. This means: - Long-tail keywords that other tools report as zero or negligible volume often show measurable demand in Search Atlas. - Localised and seasonal trends are captured more accurately. - Volume figures reflect a broader aggregate of real user searches, not sampled panel data alone. To explore keyword volume for your target topics, navigate to Left sidebar → Keywords → Keyword Magic. You can filter by country, search intent, and keyword difficulty to refine your research. 💳 Understanding Search Atlas Pricing Plans Search Atlas offers tiered subscription plans designed to scale with your needs — from solo content creators to large agencies managing dozens of websites. Each plan includes a core set of features such as Site Explorer, Rank Tracker, content tools, and a baseline number of managed sites. Key things to know about pricing: - Managed sites: Each plan specifies how many websites you can actively track and optimise. If you manage multiple client sites, choose a plan that covers your full portfolio. - Keyword tracking limits: The number of tracked keywords varies by plan tier. Monitor your usage in the platform to avoid hitting limits mid-campaign. - User seats: Higher-tier plans support additional team members under the same account. - Add-ons: Certain features — most notably OTTO SEO — are available as optional add-ons, allowing you to pay only for what you need. To review your current plan details and usage, log into Search Atlas and go to the top-right avatar → Billing (Plans & Top-ups). 🤖 What Are OTTO Add-Ons and How Do They Work? OTTO is Search Atlas's AI-powered SEO automation engine. Rather than bundling OTTO into every plan at a fixed cost, Search Atlas offers it as a flexible add-on — you activate OTTO on a per-site basis, so you only pay for the sites where you want automation running. To access OTTO, navigate to Left sidebar → OTTO SEO → SEO Automation (URL: /seo-automation-v3). Here's how OTTO add-ons work in practice: - Per-site activation: You purchase OTTO activations and assign them to specific websites in your account. One activation = one site running OTTO automation. - What OTTO does: Once activated on a site, OTTO automatically identifies SEO issues, generates fixes, and deploys on-page optimisations — including schema markup, meta tags, internal linking, and more. - Flexible scaling: You can add more OTTO activations as you onboard new client sites, without changing your base subscription plan. - Monitoring progress: After activation, use the OTTO SEO dashboard to review deployed changes, approve recommendations, and track ranking improvements over time. OTTO is particularly valuable for agencies managing multiple websites, as it dramatically reduces the manual work of implementing technical and on-page SEO at scale. 🔌 WordPress Integration and Managing Multiple Websites Search Atlas offers a WordPress plugin that connects your WordPress sites directly to your Search Atlas account, enabling seamless content optimisation and OTTO deployment without leaving your CMS. To get started with the WordPress integration: 1. Install the Search Atlas plugin by uploading the plugin .zip provided by Search Atlas in your WordPress admin panel under Plugins → Add New → Upload Plugin. 2. Once installed and activated, open the plugin settings and enter your Search Atlas API key, which you can find in your account settings inside the platform. 3. Connect each WordPress site individually — each site requires its own plugin installation and API connection. 4. Once connected, content optimisation suggestions and OTTO automations will sync between your Search Atlas dashboard and the WordPress site. For agencies or users managing multiple WordPress websites, keep the following in mind: - Each WordPress site must be added as a managed site within your Search Atlas account. Ensure your plan supports the number of sites you intend to connect. - OTTO must be activated separately for each site where you want automated SEO deployment. - Use Left sidebar → Site Metrics (Site Explorer) to monitor performance across all connected sites from a single dashboard view. - The Keyword Gap tool (Left sidebar → Keywords → Keyword Gap) is useful for comparing keyword performance between multiple sites in your portfolio. 📋 Quick Reference Summary - Higher keyword volumes: Search Atlas uses multi-source data aggregation for more accurate search demand figures. - Pricing plans: Tiered plans cover different numbers of managed sites, tracked keywords, and user seats. - OTTO add-ons: Per-site activations available under Left sidebar → OTTO SEO → SEO Automation; pay only for sites you want automated. - WordPress plugin: Install on each site, connect via API key, and manage everything from your Search Atlas dashboard. 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 Report a Technical Issue Effectively

🔍 Why Clear Problem Descriptions Matter When you reach out for technical help, the details you share directly affect how quickly we can resolve your issue. A vague request — such as selecting Technical Help without describing the problem — means our team has to ask follow-up questions before we can even begin investigating. This adds unnecessary wait time for you. This article walks you through exactly what information to include so we can help you as fast as possible. 📋 What to Include in Your Technical Help Request Before contacting support, gather the following details. The more specific you are, the faster we can identify and fix the issue. - What you were trying to do: Describe the task or feature you were using when the problem occurred. For example: "I was generating a new article in Content Genie" or "I was connecting my WordPress site via the plugin." - What happened instead: Describe the unexpected behaviour. For example: "The page got stuck on a loading screen" or "I received a 500 error." - Where in the platform it happened: Share the page URL or navigate path. For example: Left sidebar → OTTO SEO → All Sites (SEO Automation) (/seo-automation-v3). - When it happened: Include the date and approximate time, including your timezone. - Steps to reproduce: List the exact steps you took before the issue appeared. This helps our team replicate and confirm the problem on our end. - Screenshots or screen recordings: Visual evidence is extremely helpful. Capture the full browser window, including any error messages. - Browser and device: Tell us which browser (e.g. Chrome 125, Safari 17) and operating system you are using. ⚡ Common Technical Issues and Quick Checks Before reaching out, try these quick checks — they resolve many common problems without needing support. - Page stuck loading or showing AI_IN_PROGRESS: Refresh the page after 2–3 minutes. If the status does not update, note the article title and project name, then contact support. - WordPress plugin not connecting or timing out: Disconnect and reconnect the plugin from your WordPress dashboard. Make sure your Search Atlas credentials are correct and that no firewall or security plugin is blocking the connection. - SSO or login errors (e.g. 500 error on sign-in): Clear your browser cache and cookies, then try again in an incognito window. If the error persists, note the exact URL and error message before contacting support. - OTTO overriding third-party SEO settings (e.g. Yoast titles): Check your OTTO configuration settings to see which fields OTTO is set to manage. You can disable OTTO's control over specific fields such as title tags to preserve your existing Yoast settings. 💬 How to Contact Support with Your Details Once you have gathered the information above, follow these steps to reach our team quickly. 1. Open the Search Atlas platform in your browser. 2. Click the chat widget in the bottom-right corner of the screen. 3. Type a brief description of your issue, including the details listed in the section above. 4. Type human teammate to be connected with a member of our team. The more detail you provide upfront, the faster we can diagnose and resolve your issue — often without needing a single follow-up question. ✅ Example of a Strong Support Message Here is an example of a well-structured technical help message: "Hi, I am having trouble with Content Genie. I started generating a new article yesterday at 3 PM EST. The page has been stuck on AI_IN_PROGRESS ever since and has not updated. The article title is 'Best SEO Tools 2025' inside my project named 'Blog Content'. I am using Chrome 125 on Windows 11. I have attached a screenshot showing the stuck status." A message like this gives our team everything needed to investigate immediately. 🙋 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.

⚠️ Cancellation, Downgrade & Payment Page Display Issue on Mobile and Narrow Browser Windows

Cancel, downgrade, or update your payment method in Search Atlas by opening Billing (top-right avatar → Billing) in a full-width desktop browser window. If you're unsure whether a previous change went through, contact support — a support agent will verify your account status directly. 🔍 What's Happening A known display issue affects the cancellation, downgrade, and payment processing pages in Search Atlas. On mobile devices or narrow browser windows, these pages may appear incorrectly formatted due to missing responsive styling. Symptoms you may see: - The cancellation modal appears misaligned or cut off. - The downgrade flow overflows the edge of the screen. - The payment processing page does not fit the viewport. - Minor cosmetic inconsistencies (such as mismatched border-radius corners) on modals across any device. Who is affected: Any customer attempting to cancel a plan, downgrade a subscription, or process a payment change from a mobile device or a resized/snapped browser window on desktop. Important: The underlying functionality still works correctly — the issue is visual only. Because the display can make it unclear whether your action completed, use the workaround below and confirm with support. 🛠️ Workaround Steps To complete your cancellation, downgrade, or payment update reliably: 1. Open the Search Atlas app on a desktop or laptop computer. 2. Use a full-width browser window — avoid resizing or snapping the window to a smaller size. 3. Navigate to the top-right avatar → Billing. 4. Complete your cancellation, downgrade, or payment change. On a full-width desktop viewport, the cancellation, downgrade, and payment processing pages display correctly and your action will process as expected. 📡 Engineering Status Our engineering team is actively working on a fix. The update will add missing responsive styling to the cancellation, downgrade, and payment processing pages, along with cosmetic border-radius corrections across the affected modals. This article will be updated once the fix is released. Until then, the desktop full-width workaround above is the recommended path for all billing-sensitive actions. 📞 When to Contact Support Because this issue affects cancellation, downgrade, and payment flows, every change should be verified on your account. Contact Search Atlas support if any of the following apply: - You attempted a cancellation, downgrade, or payment change and are not sure whether it completed. - You cannot access a desktop browser to use the workaround. - You see an unexpected charge, plan status, or billing message after attempting a change. - The desktop full-width workaround does not resolve the display issue for you. A support agent will verify your account status, confirm whether the billing action was processed, and apply any changes you intended if they did not go through. 🌀 Thanks for your patience — our team is on it, and a support agent will personally confirm your account status so nothing falls through the cracks while we ship the fix.

🗓️ Weekend Support Hours and Agent Availability

📋 Overview We know questions don't always wait until Monday. This article explains when live support agents are available on weekends, what response times to expect, and how to get help any time of day, including outside of staffed hours. 🤔 Are Agents Available on Weekends? Yes. Our support team offers live coverage on both Saturday and Sunday. Weekend hours are shorter than our weekday schedule, so response times may be slightly longer, but you can still reach a live agent for time-sensitive issues. ⏰ Weekend Support Hours Live weekend support is available during the following window: - Saturday: Reduced-hours live coverage, from 8 a.m. to 5 p.m. - Sunday: Reduced-hours live coverage, from 8 a.m. to 5 p.m. 🔍 How to Check Current Availability The fastest way to confirm whether an agent is online right now is to check directly in the product: 1. Log in to your Search Atlas account. 2. Click the chat icon in the lower-right corner of the screen. 3. Look at the chat header. It will show either an "Agents are online" status or the next time live support resumes. 💬 What to Expect on Weekends Weekend coverage is designed to keep you moving on urgent matters. Here is what typically happens: - During staffed hours: A live agent responds in chat, usually within a few minutes during quieter periods and longer during peak times. - Outside staffed hours: No action required from your side. It enters our queue and is answered when the next agent comes online, often first thing the following morning. - Complex issues: Some requests need a specialist who works standard weekday hours. In those cases, a weekend agent will gather details and escalate so the right person can follow up on the next business day. 🆘 Getting Help Any Time Even when live agents are offline, you have several self-service options that resolve many common questions instantly: - Knowledge Base: Search our help center for step-by-step guides on setup, billing, integrations, and troubleshooting. - In-app chat messages: Leave a detailed message with screenshots so an agent can respond quickly once online. - Live chat: Type human teammate in the chat widget in the bottom-right corner of the platform to be connected with a member of our team. ⚡ Tips for a Faster Response To help us resolve your issue on the first reply, please include: - The account or workspace name associated with your request - A clear description of what you were trying to do - The exact error message, if any - A screenshot or screen recording when relevant ❓ Frequently Asked Questions Do weekend agents handle the same issues as weekday agents? Weekend agents handle most account, product, and troubleshooting questions. A small number of specialized requests may be scheduled for follow-up during weekday hours. Will I lose my place in line if I message after hours? No. Messages sent outside staffed hours stay in the queue and are answered in order once agents return. Are hours different on public holidays? Yes. Holiday coverage may differ from a standard weekend. The in-app chat always reflects the current schedule. ✅ Summary Live support is available on both Saturday and Sunday during reduced hours, and you can confirm exact availability at any moment through the in-app chat. Outside staffed hours, your messages are queued and our knowledge base is available around the clock, so you are never without a way to get help. Additional Notes If you specifically need a person, type human teammate in the chat window. The automated assistant handles many common questions instantly; explicitly requesting a human routes you to a live agent when one is available.

🗞️ Fix Press Release Insufficient Credits Error

🔍 What This Error Means Seeing an insufficient credits error while trying to publish a press release — even when your credit balance looks healthy — usually points to a quota type mismatch, not a simple lack of credits. Press release publishing draws from your Hyperdrive Credits balance, which is a different pool from your general AI content credits. Having a healthy general AI-credit balance does not automatically mean you have enough Hyperdrive Credits available for press release publishing - the two are tracked separately. 🗂️ Understanding Credit Pools Your Search Atlas account manages more than one credit pool. The two most relevant here are: - General AI Credits: Used for AI writing, content generation, and similar tools. - Hyperdrive Credits: Used for press release publishing and other high-volume distribution actions. When you attempt to publish a press release, the system checks only your press release credit balance. If your Hyperdrive Credits balance is at zero or below the required threshold, you will see the insufficient credits error - regardless of how many general AI credits you hold. ✅ How to Check Your Press Release Credit Balance 1. Log in to your Search Atlas account. 2. Click your Avatar Menu (👤) or account name in the top-right corner. 3. Navigate to Billing or Subscription & Credits. 4. Look for the Hyperdrive Credits line item specifically - do not rely on your general AI credit total shown on the dashboard overview. 5. Confirm whether your press release credit balance is sufficient for a new publication. 🛠️ Steps to Resolve the Error 1. Verify the correct credit pool: Confirm your press release credits balance as described above. Do not assume the general credit counter reflects press release availability. 2. Check your current plan: Some subscription tiers include a limited monthly allocation of press release credits. If you have used your allocation for the billing cycle, the balance resets on your renewal date. 3. Review your billing cycle reset date: If your press release credits are exhausted, note when your next billing cycle begins so your quota will automatically refresh. 4. Consider a credit top-up or plan upgrade: If you need to publish before the reset date, you may be able to purchase additional press release credits or upgrade your plan to receive a higher monthly allocation. Check the Billing section for available options. 5. Retry publishing after confirming credits are available: Only retry the publish action once you have confirmed the press release credit balance is sufficient. Retrying before resolving the underlying quota issue will produce the same error. ⚠️ Common Mistakes to Avoid - Assuming general AI credits = Hyperdrive Credits. Always check your Hyperdrive Credits balance specifically, not your general AI credit total. - Retrying immediately without checking balances. The error will persist until the correct credit pool has sufficient funds. - Confusing a billing cycle reset with an account issue. If your quota resets monthly, an empty press release credit pool is expected behaviour near the end of a cycle — not a platform bug. 🙋 When to Contact Support Reach out to the support team if any of the following apply after following the steps above: - Your press release credit balance shows available credits but the error still appears. - Credits were deducted without a successful publish completing. - Your credit balance does not match what your plan states you should receive. - You are unable to locate the press release credit line in your billing dashboard. 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.

🛠️ Zombie LLM Projects Consuming HDC Credits Fix

🔍 What Is This Issue? Some accounts experienced a platform defect where approximately 20 or more LLM (AI Visibility) projects appeared automatically — projects that were never manually created by the user. These ghost projects, sometimes called zombie projects, had two key characteristics: - They reappeared after being deleted - They silently consumed HDC credits and quota slots for weeks or months This was caused by a stale internal reference (a llmv_id pointer) that incorrectly linked orphaned LLM projects to deleted Site Explorer projects. In some cases, the same domain was also being tracked twice, which further inflated quota usage. ✅ Is This Issue Already Fixed? Yes. Search Atlas engineering has confirmed that the following fixes are now live: - Orphaned LLM projects have been cleaned up for all affected accounts - The stale pointer defect causing zombie projects to reappear has been resolved - Incorrect project usage counts and inflated quota figures caused by duplicate domain tracking have been corrected You do not need to take any action to trigger these fixes — they were applied automatically at the platform level. 📊 How to Verify Your Account Is Now Clean After the fix, you can confirm your account is in a healthy state by reviewing your AI Visibility projects: 1. Navigate to your AI Visibility (LLM) projects section in the platform 2. Review the list of projects shown. You should only see domains you intentionally set up 3. Check that your quota usage now accurately reflects only your active, real projects 4. If a project you did not create is still visible, do not attempt to delete it repeatedly — instead, contact support immediately (see below) ⚠️ What If You Still See Ghost Projects or Incorrect Quota? Although the fix has been deployed, if your account still shows: - LLM projects you never created - Projects that reappear after deletion - Quota showing as fully consumed with no active reports visible - An incorrect project count that does not match what you see on screen …then your account may still be affected and requires manual review by our engineering team. Do not attempt to repeatedly delete the projects, as this will not resolve the underlying pointer issue and may complicate the investigation. 💡 What Caused the Credits Loss? The orphaned projects were consuming HDC credits and occupying quota slots even though they were invisible or appeared to be inactive. This happened because the system's internal project references were not properly cleaned up when the original Site Explorer projects they were linked to were deleted. Engineering ticket SPE-652 was raised to address the root cause, and all related cleanup tasks are now marked

🤝 How to Get Support: Understanding Agent Availability and Contacting Our Team

Many customers reach out asking whether a specific support agent is available or who is currently online. While we understand you may have had a great experience with a particular team member, support at Search Atlas works as a shared team. This means you don't need to wait for one person to be available to get fast, expert help. This article explains how our support staffing works and how to get your issue resolved as quickly as possible. 👥 How Support Staffing Works Our support team operates as a unified group rather than relying on individual agents. Here's what that means for you: - No single point of contact required. Any available agent can access your account history and pick up where a previous conversation left off. - Shared notes and context. Every conversation is documented, so you won't have to repeat your full story if a different agent assists you. - Coverage across hours. Because the team rotates and covers different shifts, requesting a specific person by name can sometimes delay your help if that person is offline, on another case, or out of office. In short: the fastest path to a solution is to describe your issue, not to request a specific agent. 💬 How to Reach Support You can contact the Search Atlas support team through any of the following channels: - In-app chat: Click the chat icon in the bottom corner of your dashboard to start a conversation. Once the chat bot answers, type: "Human Teammate". This is the only way available to contact support. ⚡ How to Get Help Faster The single biggest factor in a quick resolution is a clear description of your issue. When you start a conversation, please include the following details instead of (or in addition to) asking who is available: 1. What you are trying to do. Example: "I'm trying to publish a page through the OTTO SEO tool." 2. What is happening instead. Example: "The page shows an error when I click Publish." 3. Where it's happening. Note the specific tool, project, or page, and include a URL if possible. 4. Any error messages. Copy the exact text or attach a screenshot. 5. What you've already tried. This helps us skip steps you've ruled out. Providing these details up front lets the first available agent begin solving your problem immediately, rather than spending the first few messages gathering background. ✅ Example: A Strong Support Request "Hi, I'm trying to connect my Google Search Console account in the Site Explorer, but after I authorize access I get a 'Connection failed' message. I'm using the project named 'Main Website.' I've already tried reconnecting twice and clearing my browser cache. Here's a screenshot of the error." A request like this gives any agent everything they need to help right away. 🙋 Can I Request a Specific Agent? You're always welcome to mention that you previously worked with a particular team member, and we'll do our best to route your conversation to them if they're available. However, please keep in mind: - That agent may be offline, assisting other customers, or off for the day. - Waiting for one person can slow down your resolution. - Any agent can fully access your case and continue your prior conversation. If continuity matters for a complex, ongoing issue, simply reference your previous ticket or conversation number, and the next agent can review the full history. 🕒 Support Availability Our team is available during published support hours, which you can find in your account dashboard and on our Help Center contact page. If you reach out outside of these hours, your message will be queued and answered by the next available agent. For urgent account or billing matters, please flag the priority clearly in your first message. ❓ Frequently Asked Questions Is a specific agent working right now? We don't share individual staff schedules, but the support team is always staffed during business hours. Start a conversation and the next available agent will assist you. Will I have to explain my issue again to a new agent? No. All conversations are documented, so any agent can review your history and continue without you repeating yourself. What if my issue is urgent? State that it's urgent at the start of your message and include all relevant details so we can prioritize and act quickly. 🔑 Key Takeaway You don't need to wait for a specific agent to get expert help. The fastest way to resolve your issue is to clearly describe what you need, and the next available member of our team will take care of you.

🚨 Fix Hyperdrive Credit Quota Errors Posting Citations

🔍 What Is an Out-of-Quota Error? When you post a citation through the Local Citations tool in Search Atlas, the platform uses Hyperdrive credits to process and submit that citation on your behalf. If your account has reached its credit limit, you will see an out of quota error and the citation will not be posted until additional credits are available. This is a billing and quota issue, not a technical fault. No troubleshooting of your citation data or settings is needed. The steps below will get you back on track quickly. 📍 Where to Find the Local Citations Tool To access citations in Search Atlas, follow this path: 1. Click Local in the left sidebar. 2. Select Local Citations from the sub-menu. From here you can view pending and completed citations, as well as any submissions that failed due to insufficient Hyperdrive credits. ⚡ What Are Hyperdrive Credits? Hyperdrive credits are the resource units consumed each time Search Atlas posts or syncs a citation across directories on your behalf. Each citation submission deducts a set number of credits from your account balance. When your balance reaches zero, new citation submissions are paused until you top up. Credits are tied to your subscription plan. The number of credits available per billing cycle depends on the plan you are currently on. ✅ How to Resolve the Out-of-Quota Error Follow these steps to top up your Hyperdrive credits and resume posting citations: 1. Click your account name or avatar in the top-right corner of the platform to open account settings. 2. Navigate to the Billing tab. 3. Locate the Hyperdrive Credits section to view your current balance and usage. 4. Select a top-up option or upgrade your plan to increase your credit allowance. 5. Confirm your purchase. Credits are added to your account immediately after payment is processed. 6. Return to Local → Local Citations and retry the citation submission that previously failed. 🛡️ How to Avoid Running Out of Credits - Monitor your balance regularly. Check the Billing tab before running large citation campaigns so you are not caught short mid-submission. - Plan bulk submissions in advance. If you are posting citations for multiple locations at once, confirm you have enough credits to cover all submissions before you begin. - Consider upgrading your plan. If you consistently reach your quota limit, a higher-tier plan with a larger monthly credit allowance may be more cost-effective. - Review failed submissions promptly. Citations that fail due to an out-of-quota error are saved in a failed state. Once you top up, you can resubmit them without re-entering your citation data. ❓ Frequently Asked Questions Will my citation data be lost if the submission fails? No. Search Atlas saves the citation in a failed state. After topping up your credits, you can resubmit from the Local Citations page without re-entering any information. Do unused credits roll over to the next billing cycle? Hyperdrive credits purchased as a one-time top-up roll over and stay on your account until used completely. Hyperdrive credits included in your plan (and the optional recurring monthly Hyperdrive credit top-up) reset at each quota cycle and do not carry over. Can I see how many credits each citation type uses? Yes. Credit consumption details are displayed in the Billing tab under the Hyperdrive Credits section, where you can also view a breakdown of recent usage. What if I top up but still see the error? Allow a moment for the credit balance to refresh, then retry the submission. If the error persists after a confirmed top-up, contact support using the instructions below. 💬 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.

💬 Getting Real Help When You Feel Stuck

🤝 We Hear You — And We Want to Help If you've ever felt ignored, hit a dead end, or walked away from a support interaction without a real answer, we sincerely apologize. Every concern you raise matters to us, and no customer should feel unheard. This article explains exactly how our support process works, how to escalate when needed, and what to do if something goes wrong along the way. ⚠️ Known Issues That May Have Affected Your Experience We've recently identified and resolved several platform issues that may have caused frustration for some customers: - Support ticket button not working: A bug caused the in-platform support button to fail silently, meaning some requests were never submitted. - Broken tutorial links: Certain help articles and tutorial links were temporarily inaccessible from the support desk. - AI agent giving incorrect guidance: In some cases, our AI assistant provided inaccurate information about support processes or refund eligibility. This has been corrected. - AI agent offering to create tickets it couldn't submit: The AI indicated it would open a support ticket on your behalf, but this was not functioning as expected. If any of these issues affected you, your experience was not a reflection of how support is supposed to work — and we appreciate your patience while these were resolved. ✅ How to Get Support That Actually Works The fastest and most reliable way to reach our team is through the live chat widget located in the bottom-right corner of the Search Atlas platform. Here's how to use it effectively: 1. Log in to your Search Atlas account. 2. Look for the chat icon in the bottom-right corner of the screen. 3. Click the icon to open the chat widget. 4. Type your question or describe your issue clearly. 5. If the AI assistant's response doesn't resolve your concern, type human teammate to be connected with a member of our support team. Our human team members can investigate your account, review past interactions, and take ownership of your issue until it's fully resolved. 📋 Tips for Getting a Faster Resolution To help our team assist you as quickly as possible, include the following details when you reach out: - A clear description of the problem or question you have - The feature or tool you were using when the issue occurred - Any error messages or unexpected behavior you noticed - Screenshots if available — these help us diagnose issues faster - Whether this is a recurring problem or something that just started The more context you provide upfront, the faster we can get to a resolution without back-and-forth delays. 🔁 What to Do If You've Already Had a Bad Experience If a previous support interaction left you feeling dismissed or without answers, please don't give up. We want the opportunity to make it right. Here's what to do: 1. Open the chat widget in the bottom-right corner of the platform. 2. Let the team know you had a previous unresolved issue and want to follow up. 3. Type human teammate to connect directly with a person who can review your history and prioritize your case. You do not need to start from scratch. Our team can look up previous conversations and pick up where things left off. 💡 A Note on Our AI Assistant Search Atlas uses an AI assistant to help answer common questions quickly. While it handles many requests well, it is not a replacement for human support — especially for billing questions, account issues, or anything requiring account-level investigation. If the AI's response doesn't fully address your concern, always feel free to request a human. There is no penalty or delay for doing so. 🛠️ 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.

💬 How to Get Live Support via Chat Widget

🧭 Overview If you need to speak with a member of the Search Atlas support team — whether for technical help, account questions, or any other topic — you can connect with a live teammate directly inside the platform. This article explains how the support chat works and what to expect when you reach out. 💬 How to Reach a Human Teammate Our support team is available through the live chat widget built into the Search Atlas platform. To connect with a person: 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the screen. 3. Click to open the chat. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. There is no need to select a specific agent by name. Our team works collaboratively, and any available teammate will be ready to help you as quickly as possible. 📋 How to Get Faster Help To make sure your support experience is as smooth and quick as possible, we recommend sharing a clear description of your issue when you open the chat. Helpful details to include are: - What you were trying to do — for example, running an OTTO optimization, using Atlas Agent, or reviewing keyword data. - What happened instead — describe any error messages, unexpected behavior, or missing results. - Where in the platform it occurred — mention the tool or page you were using. - Any steps you already tried — this helps us avoid suggesting things you have already done. The more context you provide upfront, the faster our team can diagnose and resolve your issue. 🔄 About Agent Availability and Transfers We understand that customers sometimes prefer to work with a specific person they have spoken with before. While we appreciate that preference, our support team is designed to work as a unit. All teammates have access to your account history and previous conversations, so any available teammate can pick up right where a previous conversation left off. Requesting a transfer to a specific agent by name may delay your support experience. If you type human teammate in the chat widget, you will be connected with whoever is available soonest — ensuring you get help without unnecessary waiting. ⚙️ Technical Help and Escalations If you are experiencing a technical problem — such as a feature not loading, an optimization not running, or unexpected results in a report — please describe the issue clearly in the chat. Our team will troubleshoot with you directly and escalate to the appropriate specialist internally if needed. You do not need to select a support category or request a specific department. Simply open the chat, type human teammate, and describe what is happening. 🆘 Need Help Right Now? 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 Get Help From a Human Agent

🧭 Overview Sometimes you need to speak directly with a person — whether you have an account question, a billing concern, or something you're not sure how to describe. This article explains how to reach a live Search Atlas teammate quickly, and covers the most common account and billing topics so you can get answers even faster. 💬 How to Reach a Live Teammate The fastest way to get human support is through the live chat widget built into the platform. You do not need to explain your issue in detail before requesting a person — just follow these steps: 1. Log in to your Search Atlas account. 2. Look for the chat icon in the bottom-right corner of any page. 3. Click the icon to open the chat widget. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. Once connected, you can describe your issue in your own words — our team will take it from there. 📋 Common Account and Billing Topics We Can Help With Not sure what category your issue falls into? That is completely fine. Here are some of the most common reasons customers reach out, so you can get a sense of what our team handles every day: - Plan upgrades or downgrades — changing your subscription tier or billing cycle (monthly vs. annual). - Seat and quota questions — adding team members, understanding how credits are counted, or resolving quota errors. - Billing discrepancies — charges that look incorrect, unexpected invoices, or questions about what you were billed for. - Quota top-up requests — purchasing additional usage credits outside your standard plan allowance. - Subscription mismatches — if your account features do not match the plan you signed up for, our team can investigate and correct this. - Access or permission issues — problems logging in, managing team roles, or accessing features you expect to have. You do not need to identify the exact issue before starting a chat. Our team is trained to help you diagnose and resolve problems of any kind. 👥 Managing Your Team and Account Settings If your question is about team access or user management, you can review your current setup before reaching out: 1. Click your avatar in the top-right corner of the platform. 2. Select Team Members from the dropdown menu, or navigate directly to /settings. 3. From here you can view current seats, roles, and pending invitations. If something on this page looks incorrect — for example, a seat count that does not match your plan — take note of what you see and mention it when you chat with our team. ⚡ Tips for a Faster Resolution While you do not need to prepare anything before opening a chat, sharing a few details upfront helps our team resolve your issue more quickly: - The email address associated with your account. - A brief description of what you were trying to do when the issue occurred. - Any error messages you saw on screen (a screenshot is helpful if you have one). - Whether the issue affects one user or your entire 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.

💰 Understanding Publisher Remittance Payouts in Search Atlas

📋 Overview If you are a publisher who has completed a placement through the Search Atlas Publisher Exchange and are waiting on a remittance payout, this article explains how the payout process works, what may cause a delay, and the steps to take if your remittance remains unpaid. 🔍 How Publisher Exchange Payouts Work When a placement is fulfilled through the Publisher Exchange, a remittance is calculated based on the cost locked in at the time of checkout. Payouts are processed after the placement is confirmed as live and all conditions of the agreement are met. The remittance amount is tied to the specific article and publication linked to the order. - Remittance ID: A unique reference number assigned to each payout request. - Payout amount: Set at the checkout price at the time the placement was purchased — this amount does not change after the order is confirmed. - Eligibility: The article must be live and meet the agreed placement terms before a payout can be processed. ⚠️ Common Reasons a Payout May Be Delayed If your remittance is showing as unpaid, one or more of the following may apply: - The article is not yet confirmed as live on the publisher's site. - The remittance amount was not correctly calculated due to articles being linked to the order after the initial calculation was run — this is a known issue that has been resolved in recent platform updates. - There is a discrepancy between the payout amount and the checkout-time cost, which may require a manual review by the Search Atlas team. - The payout is pending a dual-control approval step currently being rolled out to improve payment security. ✅ Steps to Take If Your Remittance Is Unpaid 1. Confirm your article is live. Ensure the placed article is publicly accessible at the agreed URL. Payouts cannot be processed for placements that are not yet live. 2. Locate your Remittance ID. Have your Remittance ID ready (for example, Remittance ID 42293). You will need this when contacting support. 3. Check your publication's Publisher Exchange account. Log in to the Search Atlas platform, go to the top-right corner avatar → App Ecosystem → Publisher Exchange tab to review the status of your placement and payout. 4. Contact the Search Atlas support team. If the payout remains unpaid after confirming the above, reach out via live chat for a manual review — see the section below for details. 🛠️ What the Support Team Can Do The Search Atlas team has the ability to manually review and action unpaid remittances. When you contact support, they can: - Verify the remittance amount against the original checkout-time cost. - Confirm whether the placement meets all payout conditions. - Trigger or escalate a manual payout for eligible remittances. - Correct any recalculation errors if new articles were linked to your order after the initial remittance was calculated. 📌 Important Notes for Publishers - Do not remove or take down a placed article while a remittance dispute is open — article availability is a condition of payout eligibility. - Payout amounts are anchored to the cost at the time of purchase and will not be adjusted upward after checkout. - If you believe your remittance amount is incorrect, the support team can investigate discrepancies on your behalf. - Processing times may vary. If you have already submitted a request and have not received a response, contacting support with your Remittance ID will help expedite the review. 💬 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. Please have your Remittance ID, publication name, and the live URL of the placed article ready to help the team resolve your request as quickly as possible.

PR Releases: Pricing, Credits, and Ranking Impact

Overview PR releases are a tool for building your site's authority and improving ranking priority. This article covers how PR release pricing and credits work, what the Implementer service plan includes, and how PR releases connect to ranking impact inside Search Atlas. How PR Release Pricing Works PR releases in Search Atlas are distributed through press wire and media distribution channels. Credits are used when a release is submitted for distribution. - Credits are consumed at submission. A credit cost applies when you submit a release for distribution. Review your available credit balance before submitting to ensure you have enough credits for the release. - Distribution scope affects cost. Selecting wider or more premium distribution channels increases the credit cost for a release. You can adjust your distribution selections during setup to find a configuration that fits your available credits. - Adding more credits. To increase your credit allocation, you can upgrade your plan or purchase additional credits through your billing settings. What the Implementer Plan Includes The Implementer service is a done-for-you plan where Search Atlas specialists carry out SEO tasks on your behalf each billing cycle. The following is a general overview of what this plan covers. - Managed SEO work: The Implementer team handles SEO tasks such as content creation, link building, and PR distribution for websites in your account. You do not need to manually submit these tasks — the team executes them on your behalf. - Coverage scope: The number of websites covered and the volume of tasks completed per cycle depends on your specific Implementer plan tier. Contact the team to confirm which websites are included in your coverage. - Trial onboarding: If you are in a trial period, Implementer deliverables typically begin after onboarding is confirmed by the team. Check your welcome email for the expected start date. If you have completed onboarding and have not seen deliverables begin within the timeframe stated in your welcome email, reach out to the support team for clarification. How PR Releases Affect Your Ranking PR releases contribute to your site's authority and ranking performance within Search Atlas. Each published PR release supports authority building through media distribution, which can improve your site's ranking priority over time. The impact of individual releases will vary based on distribution scope and the competitiveness of your target keywords. 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 Get Technical Help Quickly

🎯 Why Clear Issue Descriptions Matter When you contact support, the fastest way to get help is to describe your issue clearly from the start. Our team can only investigate and resolve a problem once they understand what is happening. If you reach out without describing your issue, there will be a back-and-forth delay before troubleshooting can even begin. 📋 What to Include When You Ask for Help Before starting a chat, take a moment to gather the following details. The more context you provide upfront, the faster our team can assist you. - What you were trying to do: For example, "I was trying to run a Site Audit" or "I was publishing changes in Website Studio." - What happened instead: Describe the unexpected result, error message, or behaviour you observed. Copy and paste any error text if you can. - Where it happened: Include the tool or section of the platform (for example, OTTO SEO, OTTO, Local SEO, Landing Page Studio, or Google Business Profile). - Your domain or project name: Let us know which site or project is affected. - Steps to reproduce: If you can repeat the problem, briefly list the steps so our team can replicate it on their end. 🔍 Common Issues and Where to Find Them If you are unsure which tool is causing your problem, the list below covers the most common areas where technical issues arise: - OTTO SEO: Navigate to the left sidebar and select OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3). Issues here may include automation errors or pages not updating. - OTTO & Site Audit: Problems such as crawls failing or OTTO not applying recommendations. - Landing Page Studio (Website Studio): Issues such as visual edits not saving, background images not updating, or contact forms missing from pages. - WordPress Connector: Errors during sync, grayed-out connection buttons, or wp_client_error messages. - Google Business Profile (GBP): Difficulties managing multiple locations or adding a GBP profile through Brand Vault. ✅ A Simple Template to Describe Your Issue Not sure how to word your request? Copy and fill in the template below when you open a chat: - Tool or section: [e.g., Site Audit / OTTO / Landing Page Studio] - What I was doing: [e.g., running a crawl / publishing a page edit] - What happened: [e.g., I saw an error message / the change did not save] - Error message (if any): [paste the exact text here] - Domain or project: [your website URL or project name] 💬 How to Reach a Human Teammate Our support team is available directly inside the platform. There is no phone number or email address — everything is handled through live chat so your conversation and account details are in one place. 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. Once connected, paste your issue description using the template above so your teammate can start investigating right away — no extra back-and-forth needed.

💬 Getting Help: How to Request Technical Support

💬 Why Clear Details Matter When you reach out for technical help, providing specific details about your issue helps our support team understand what's happening and resolve it quickly. A vague request can lead to back-and-forth messages that delay your solution. This guide shows you how to describe your problem so you get the fastest help possible. 🎯 Before You Request Help Take a moment to gather information about your issue. The more you can tell us, the better we can assist you: - What were you trying to do? For example: 'I was generating content for my blog post' or 'I was viewing my site's performance metrics.' - What went wrong? For example: 'The page got stuck on a loading screen' or 'I saw an error message.' - When did it happen? Include the approximate time or date. - What did you see? Describe any error messages, unexpected behavior, or results that weren't what you expected. - What have you already tried? Let us know if you've refreshed the page, cleared your browser cache, or taken any other troubleshooting steps. 📝 How to Submit Your Request When you open the live chat widget in the bottom-right corner of the platform and type human teammate, you'll be connected with our support team. At that moment, include the details from above in your first message. Here's an example of a clear request: Example (Clear): 'I'm using the OTTO SEO feature to generate content for a blog post about 'healthy recipes.' The generation process started, but the page has been stuck on the loading screen for 15 minutes. I've tried refreshing the page once, but the issue persists. The URL is /seo-automation-v3. Can you help?' Example (Unclear): 'Technical help needed. Something isn't working.' 🔧 Common Issues and How to Describe Them Content Generation Stuck: 'I started generating content in OTTO SEO, but the page is stuck at the loading screen. The generation began at [time] and hasn't progressed.' Plugin or Authentication Issues: 'I'm trying to connect my WordPress plugin to Search Atlas, but authentication keeps timing out after I authorize it.' Missing Data: 'My Site Metrics dashboard is not showing performance data for [specific month or date range].' Dashboard Errors: 'I'm getting a 500 error when I try to access [specific page or feature]. Here's a screenshot: [attach if possible].' Sync Problems: 'My content changes aren't syncing from Search Atlas to WordPress. I made changes at [time] to [specific post or page].' ✅ What Happens Next Once you submit your detailed request, our team will review it and respond as quickly as possible. If we need additional information, we'll ask you clarifying questions. Having your details upfront means we can often solve your issue in one conversation instead of multiple back-and-forth messages. ❓ Need Help Right Now? 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 Protect and Control Your Service Pricing

This article is for sellers who are concerned about their service pricing — whether due to negotiation pressure from clients or uncertainty about what rates are currently active on their account. Search Atlas does not set, change, or negotiate your prices on your behalf. This guide explains how to take ownership of your pricing and what to have ready if you need support. 🔍 Common Causes of Pricing Confusion - Client or third-party pressure: If a client has asked you to lower your rates, that conversation happened outside the platform. Search Atlas has no role in those negotiations. - Uncertainty about active rates: If you are unsure which rates are currently live on your account, you will need to review your settings directly and confirm each figure was set intentionally by you. 🛠️ Step-by-Step 1. Audit your current rates: Log in to Search Atlas and navigate to the Agency Dashboard. From the left sidebar, go to Settings, then select Services & Pricing (sometimes labeled Deliverables depending on your account type). Here you will see each service line and its associated rate. Review every figure to confirm it matches what you intend to charge. 2. Update any rate you did not set: Within Billing > Services, click the rate field for any service you want to correct, enter your intended price, and save the change. Repeat this for each incorrect or unrecognized figure. 3. Document your pricing outside the platform: Keep an external record — such as a spreadsheet, signed proposal, or contract — of your agreed rates with each client. This serves as your authoritative reference if a dispute arises. 4. Communicate your rates directly to clients in writing: If a client believes a lower price was agreed, address this with them directly. Search Atlas does not mediate pricing disputes or generate binding quotes on your behalf. 5. Deactivate any rate you cannot verify: If you are unsure how a particular rate was set, use the toggle or remove option next to that service line under Billing > Services to deactivate it until you can confirm the correct figure and re-enter it intentionally. ✅ How to Confirm It Worked After updating your pricing, navigate back to your Avatar Menu (👤) > Billing > Services and reload the page. Verify that every rate displayed matches exactly what you entered. If the numbers are correct across all service lines, your pricing is set as intended. 📋 When Escalating to Support If you have followed the steps above and still cannot locate where your rates are stored, or if you believe a rate was changed without your action, contact our team and have the following ready: your account or agency name, the specific service and rate in question, and the date you first noticed the discrepancy. This will allow us to investigate efficiently. 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 Reach a Live Agent in Search Atlas

💬 Overview If you need to speak with a real person on the Search Atlas support team, you can connect with a live teammate instantly — no phone calls or emails needed. Everything happens through the chat widget built directly into the platform. 🛠️ How to Connect with a Live Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. Our team is available to help with any question — whether it is a technical issue, a billing concern, or general guidance on using Search Atlas features. 💡 Tips for Faster Support - Describe your issue upfront. Once connected, share as much detail as possible — for example, what you were trying to do, what happened, and any error messages you saw. This helps the team resolve your issue faster. - Include your project or account details. Mentioning the specific feature, project name, or URL you were working with speeds up the troubleshooting process. - Be specific about your goal. Let the team know what outcome you are looking for so they can point you to the right solution quickly. ❓ Frequently Asked Questions Is there a phone number or email I can use? No. The live chat widget inside the platform is the only support channel. This allows our team to respond faster and keep a record of your conversation for follow-up. What are the support hours? Our team works to respond as quickly as possible. Once you type human teammate in the chat, a team member will be with you as soon as one is available. What if the chat widget is not visible? Try refreshing the page or clearing your browser cache. If the widget still does not appear, try opening the platform in a different browser or disabling any browser extensions that may block chat widgets. 📞 Need Further Assistance? 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.

🎵 Search Atlas Is an SEO Tool, Not a Music Studio

🔍 What Is Search Atlas? Search Atlas is an SEO and digital marketing platform. We help businesses and content creators grow their online presence through tools like keyword research, content optimization, site audits, backlink analysis, and AI-powered content creation. We are not a music production service, recording studio, or entertainment platform. Unfortunately, we are unable to create, produce, or host music demos of any kind. 🎤 Why We Can't Help With Music Demos We completely understand the passion behind wanting to share your music — but Search Atlas is purpose-built for SEO and online marketing. Our tools and team are focused entirely on helping you rank higher in search engines and grow website traffic. Music demo production falls entirely outside what our platform offers. - We do not have audio recording or production tools. - Our AI features are designed for written content, keywords, and SEO tasks only. - Our support team specializes in SEO and platform guidance, not music or entertainment. 🚀 Where to Get Help With Your Music If you are an artist looking to create a demo, here are some types of services that can genuinely help you: - Local recording studios — Search for studios in your area that offer demo recording packages for independent artists. - Online music production platforms — Services like SoundBetter, Fiverr Music, or Airgigs connect artists with professional producers and engineers. - Home recording resources — Free tools like Audacity or GarageBand can help you record a basic demo from home. - Music distribution platforms — Once your demo is ready, platforms like DistroKid or TuneCore can help you share it online. 💡 How Search Atlas Can Still Help You as an Artist If you are a musician who also wants to grow your presence online, Search Atlas actually has a lot to offer. Many independent artists use SEO tools to build their brand and reach more fans. Here is how our platform can support your digital growth: - Keyword Research — Discover what your potential fans are searching for and create content around those topics. - Content Genius — Write optimized blog posts, artist bios, or press releases that rank in search engines. - Site Auditor — Make sure your artist website is technically sound and easy for search engines to find. - Local SEO Tools — If you perform locally, optimize your visibility for fans searching in your area. ⚙️ What Happens When You Send Off-Topic Requests Our AI tools are trained specifically for SEO tasks. If you send a request that is unrelated to SEO or content marketing — such as asking for a music demo — the system will politely let you know it cannot help with that request and will redirect you to the right resources. This is by design, so you always get the most relevant and accurate assistance possible. 🛠️ Still Have Questions About the Platform? If you have questions about what Search Atlas can do, how to use a specific feature, or anything else related to your account, our team is ready to help. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💬 How to Reach a Human Support Teammate

💡 Overview Sometimes you just need to speak with a real person — no error message required. Whether you have a billing question, want a product walkthrough, or simply prefer live assistance, Search Atlas makes it easy to connect with a human support teammate directly inside the platform. 🛠️ How to Connect with a Human Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. You do not need to describe a technical issue before requesting a human agent. Simply typing human teammate is enough to skip any automated responses and reach a live person. ⏰ When to Use Live Chat You are welcome to use the live chat widget for any of the following situations: - You have a billing or subscription question. - You want a guided walkthrough of a feature such as OTTO SEO, AI Content, or PPC tools. - You are experiencing an issue but are unsure how to describe it. - You received an automated response that did not resolve your concern. - You simply prefer to speak with a person rather than browse help articles. 📋 Tips for a Faster Resolution While you do not need to prepare anything before starting a chat, sharing a few details upfront helps our team assist you more quickly: - Your account email address — so the agent can pull up your account immediately. - The feature or page you were using — for example, OTTO SEO at /seo-automation-v3 or the OTTO PPC dashboard. - What you were trying to do — even a one-sentence description helps the agent get context fast. - Any screenshots or screen recordings — if you noticed something unexpected, visuals speed things up significantly. ❓ Frequently Asked Questions Do I need a technical issue to chat with support? No. You can request a human agent at any time for any reason. Just type human teammate in the chat widget. What are the support hours? Our support team is available during business hours. If no agents are immediately available, a teammate will follow up with you as soon as possible. What if the chat widget is not visible? Make sure you are logged in to the platform. The widget appears on all pages once you are authenticated. If it still does not appear, try refreshing the page or clearing your browser cache. 📞 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.

💰 Agency Pricing Explained: Search Atlas vs Competitors

🔍 Why Does Search Atlas Pricing Look Different? At first glance, Search Atlas pricing may seem different from tools like SEMrush. This is a common question from agencies evaluating platforms. Because pricing structures vary significantly between tools, the most reliable approach is to compare what each platform includes at a given spend level — not just the headline price. 📊 How Pricing Models Can Differ Between SEO Tools Different SEO platforms structure their pricing around different core units — for example, some tools charge primarily per user seat, while others charge based on the number of client websites or projects being actively managed. Understanding which model a tool uses is essential before making a direct cost comparison, because the same monthly spend can represent very different levels of access and capability depending on the platform. If you are evaluating Search Atlas against another tool, we recommend listing out what your agency actually needs — such as keyword tracking, site auditing, content tools, and client reporting — and then comparing how each platform delivers those capabilities within its pricing structure. 🚀 How to Compare Agency Plans When evaluating Search Atlas agency plans against other tools, useful dimensions to consider include: - Number of managed client projects or websites included per plan tier - Keyword tracking volume — how many keywords can be tracked across all client accounts - Site audit capabilities — how frequently and at what scale audits can be run - Content and AI tooling — whether AI-assisted content creation and optimization are included - Client reporting — what reporting and client-facing features are available on a given plan - User seats — how many team members can access the platform under a single subscription Because plan details and feature limits are updated regularly, the most accurate and current plan comparison is available directly on the Search Atlas pricing page at searchatlas.com/pricing. Reviewing that page will give you specific plan names, tier limits, and current costs so you can make a direct comparison with any competing tool. 💡 Steps to Self-Serve a Pricing Comparison 1. Visit searchatlas.com/pricing to view current agency plan names, tiers, and pricing figures. 2. Note the specific features and limits included at each tier (projects, keywords, seats, etc.). 3. List the equivalent features and costs for the competing tool you are evaluating (e.g., SEMrush agency plans). 4. Compare total cost at the project/client volume your agency currently manages or expects to manage. 5. If a plan tier is not clearly mapped to your use case, use the chat widget in the platform to ask a team member to walk through which plan fits your active client count and workflow needs. 💡 Information to Have Ready Before Evaluating Plans To get a useful comparison, gather the following details about your agency before reviewing plans: - How many active client websites you are currently managing - Which SEO workflows you need covered (audits, content, rank tracking, reporting, etc.) - Which tools you are currently using and what you are looking to consolidate - Your current monthly spend and what you are hoping to achieve by switching With this information ready, you will be able to make a direct, apples-to-apples comparison using the details on the pricing page, and a team member can quickly confirm the right plan if any questions remain. 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 the Right Search Atlas Plan for Agencies

📋 Overview Search Atlas offers three core plans — Starter, Growth, and Pro — each designed to scale with your agency's client load. This article breaks down exact project limits, citation quotas, Google Business Profile (GBP) access, and add-on options so you can choose with confidence. 📊 Plan Comparison at a Glance The table below summarises the key limits for each plan tier. - Starter ($99/mo): 1 OTTO SEO project · 5 GSC projects · 3 GBP projects · 500 citations · Google Ads included (1 account, up to 10 campaigns); add-on ($199/mo) raises to effectively unlimited accounts and up to 100 campaigns - Growth ($199/mo): 3 OTTO SEO projects · 15 GSC projects · 10 GBP projects · 1,500 citations · Google Ads included (1 account, up to 10 campaigns); add-on ($199/mo) raises to effectively unlimited accounts and up to 100 campaigns - Pro ($399/mo): 4 OTTO SEO projects · 50 GSC projects · 25 GBP projects · 5,000 citations · Google Ads included (1 account, up to 10 campaigns); add-on ($199/mo) raises to effectively unlimited accounts and up to 100 campaigns 🔍 What Each Limit Means for Your Agency Understanding how these limits map to real client work helps you avoid hitting a ceiling mid-campaign. - OTTO SEO Projects: Each OTTO SEO project is tied to one website. One project = one client domain receiving automated on-page optimisation. - GSC Projects: Google Search Console projects let you monitor keyword rankings and search performance per domain. Each client domain typically needs one GSC project. - GBP Projects: Google Business Profile projects are used for local SEO management. A single client with multiple locations may require multiple GBP projects. Navigate to Left sidebar → Local → GBP Projects to manage GBP projects. - Citations: Citations are local directory listings built for your clients. The quota is shared across all active GBP projects on your plan. - Google Ads Accounts: Each connected Google Ads account counts as one slot. Agencies running paid campaigns for multiple clients need one slot per client Ads account. 🏆 Which Plan Is Right for an Agency with 5 Clients? If you manage 5 clients, here is how each plan holds up: - Starter ($99/mo) — Not recommended for 5 clients. With only 1 OTTO SEO project and 5 GSC projects, you can monitor all 5 domains but can only run automated SEO optimisation for 1 client at a time. GBP is capped at 3 projects, so 2 clients would have no local coverage. - Growth ($199/mo) — Suitable if client needs are moderate. Supports 3 OTTO SEO projects, 15 GSC projects, and 10 GBP projects. Covers 5 clients for search monitoring but limits full OTTO automation to 3 clients simultaneously. Google Ads is included (1 account, up to 10 campaigns); the $199/month add-on raises this to effectively unlimited accounts and up to 100 campaigns. - Pro ($399/mo) — Recommended for 5 active clients. Provides 4 OTTO SEO projects, 50 GSC projects, and 25 GBP projects. All 5 clients receive full OTTO automation, search monitoring, and local SEO coverage with room to grow. Google Ads is included on Pro (1 account, up to 10 campaigns); the $199/month add-on raises this to effectively unlimited accounts and up to 100 campaigns. For agencies actively delivering SEO results across all 5 clients at once, the Pro plan is the most practical choice. ➕ Add-Ons: Expanding Beyond Your Plan Limits If you are on a lower tier but need extra capacity, Search Atlas offers paid add-ons so you do not have to upgrade your entire plan. - Additional OTTO SEO Projects: Available as individual add-ons. Useful if you are on Growth but need to activate OTTO for a fourth or fifth client. - Additional Citations: Citation packs can be purchased to top up your monthly quota without changing your base plan. Navigate to Left sidebar → Local → Local Citations to view current usage and request additional citations. - Additional Google Ads Accounts: The OTTO Google Ads add-on ($199/month) raises the included 1 account / 10 campaign limit to effectively unlimited Google Ads account connections and up to 100 campaigns. It can be purchased on any plan from Billing without upgrading (Agency plans already include it). - Additional GBP Projects: Extra GBP project slots are available as add-ons for agencies managing clients with multiple locations. To discuss specific add-on pricing, 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. 🌐 WordPress and Wix Compatibility Search Atlas integrates with the most common website platforms used by agency clients. - WordPress: Fully supported. The OTTO SEO plugin connects directly to WordPress sites, enabling automated on-page changes, schema deployment, and content recommendations without leaving the platform. - Wix: Supported for site analysis and GSC project tracking. Some automated on-page actions available through OTTO may require manual implementation on Wix due to platform restrictions. Review recommendations inside your OTTO project and apply changes through your Wix dashboard where direct automation is not available. 🗂️ Feature Availability Across Plans Beyond project limits, the following core features are available on all three plans: - Keyword Magic Tool — Left sidebar → Keywords → Keyword Magic - Rank Tracker — Left sidebar → Keywords → Rank Tracker - Keyword Gap Analysis — Left sidebar → Keywords → Keyword Gap - GBP Overview and Task Management — Left sidebar → GBP Projects → Overview and Left sidebar → GBP Projects → My Tasks - GBP Posts and Reviews Management — Left sidebar → Local → Posts and Left sidebar → Local → Reviews (GBP Reviews) - Media Library — Left sidebar → GBP Projects → Media Library Usage limits (such as keyword lookups and report exports) scale with your plan tier. Pro plan users receive the highest monthly allowances across all tools. 💡 Quick Decision Guide - 1–2 clients, limited budget: Starter ($99/mo) - 3–4 clients, mixed service needs: Growth ($199/mo) - 5+ clients, full-service agency: Pro ($399/mo) - Exceeding limits without upgrading: Use targeted add-ons for citations, OTTO projects, or Ads accounts 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.

💬 Getting Help: How to Describe Your Issue

💡 Why Details Matter When you reach out for technical help, describing your issue in detail helps our team understand what's happening and find a solution quickly. Vague requests like 'LIVE SUPPORT' or 'help' without context can cause delays because we won't know where to start troubleshooting. 🎯 What to Include in Your Support Request To get the fastest response, share these details: - What you were doing: Which feature or page were you using when the issue occurred? (e.g., 'I was trying to generate content in OTTO SEO' or 'I was syncing my WordPress plugin') - What went wrong: Describe what happened instead of what you expected. (e.g., 'The page got stuck on a loading screen' or 'I got an error message') - The error message (if any): Copy and paste the exact error text you see on screen. (e.g., 'wp_client_error' or '500 Internal Server Error') - When it happened: Roughly when did you encounter this? (e.g., 'This morning at 10 AM' or 'For the past 2 days') - What you've already tried: Have you refreshed the page, cleared your browser cache, or tried a different browser? Let us know what worked or didn't work. 📝 Examples of Helpful Support Requests Good example: 'I'm trying to generate a blog post in OTTO SEO, but after I clicked Generate, the page got stuck showing a loading spinner for 15 minutes. I refreshed the page and the content wasn't created. The URL still shows /seo-automation-v3.' Less helpful example: 'LIVE SUPPORT — not working' 🔧 Common Issues and How to Report Them If you're experiencing one of these problems, here's what to tell us: - Page is stuck or frozen: Say which page, what action you took before it froze, and if you see a loading indicator or error. - Error message appeared: Copy the exact text of the error, including any error codes or numbers you see. - Feature not working as expected: Explain what you tried to do, what happened instead, and what you expected to happen. - Plugin or integration issue: Tell us which plugin (e.g., WordPress), which action you were performing, and any error codes or messages that appeared. - Can't log in or authenticate: Let us know if you see an error, if the page is blank, or if it seems to hang during login. 💬 How to Send Your Support Request When you're ready to describe your issue: 1. Open the chat widget in the bottom-right corner of the Search Atlas platform. 2. Type a clear description of what's happening (use the examples above as a guide). 3. Include any error messages, screenshots, or steps you've already tried. 4. Press Enter and wait for a response. ⏱️ What to Expect With clear details, our team can often diagnose and fix your issue in one conversation. Without specifics, we'll need to ask follow-up questions, which takes more time. Providing details upfront helps us serve you faster. 🆘 Ready 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.

🛠️ How to Escalate a Technical Support Request

🔍 Overview If you're experiencing a technical issue that standard support hasn't resolved — such as crawl failures, account configuration problems, or platform errors — you can request escalation to our technical team. To ensure the fastest resolution, it helps to clearly describe the problem before escalating. This article walks you through exactly how to do that. 📋 Before You Escalate: Gather the Right Information Our technical team can investigate and resolve issues much faster when they have the right details upfront. Before reaching out, take a moment to collect the following: - What you were trying to do: Describe the action you were taking — for example, running a site crawl, setting up OTTO SEO automation, or accessing a report. - What happened instead: Describe the error or unexpected behaviour you encountered. Include any error messages exactly as they appeared. - When it started: Note the date and approximate time the issue first occurred. - How often it happens: Is this a one-time issue or does it happen consistently? - Steps to reproduce: If you can repeat the issue, list the steps you take to trigger it. - Screenshots or screen recordings: Visual evidence helps the technical team identify the root cause quickly. - Affected URLs or accounts: If the issue is tied to a specific domain, subaccount, or workspace, include those details. 🚀 How to Request a Technical Escalation 1. Open the live chat widget in the bottom-right corner of the Search Atlas platform. 2. Briefly describe your issue in the chat so our support team understands the context. 3. Type human teammate to be connected with a member of our team. 4. Share the information you gathered in the section above. The more detail you provide, the faster our technical team can investigate. 5. Our team will assess the issue and escalate it internally if specialist involvement is needed. You will be kept informed of progress. 💡 Tips for a Faster Resolution - Be specific: Vague requests like "something isn't working" slow down diagnosis. Describe the exact feature or page where the problem occurs. - One issue at a time: If you have multiple problems, report them separately so each one gets proper attention. - Stay available: Our team may need follow-up information. Responding promptly keeps your case moving forward. - Check your plan and permissions: Some features are tier-specific. If a feature seems missing, confirm it is included in your current subscription before escalating. ⚙️ Common Technical Issues and Where to Find Them If your issue relates to one of the areas below, here is where to navigate in the platform so you can provide accurate details to support: - OTTO SEO automation errors: Left sidebar → OTTO SEO → SEO Automation (URL: /seo-automation-v3). Note which step or setting is causing the problem. - Crawl failures: Check the crawl log for the affected project and note any error codes or status messages displayed. - Account or subaccount issues: Note the affected account name, email, and any actions recently taken such as plan changes or user additions. ⏱️ What to Expect After Escalation Once your request is escalated, here is what typically happens: - A support team member reviews your case and gathers any additional information needed. - If specialist involvement is required, your case is escalated to the technical team with all context included. - You will receive updates through the chat as the investigation progresses. - Complex issues — such as platform-level bugs or infrastructure problems — may take additional time, but you will always be kept informed. 💬 Need Help Right Now? 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 Connect With a Human Teammate

💬 Overview If you want to speak directly with a member of the Search Atlas team — whether you have a question, need a product walkthrough, or simply want to check something — you can connect with a human teammate at any time through the live chat widget inside the platform. No phone calls or emails are needed. 🧭 How to Reach a Human Teammate 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a live member of our support team. That's it — no forms, no waiting on hold, and no email threads. The chat widget is the fastest way to get a real person on the line. 🕐 When to Use This Option You do not need to have a specific technical problem to reach out. Customers commonly connect with a teammate for reasons such as: - Getting a quick walkthrough of a feature they are exploring - Asking general questions about their account or plan - Requesting guidance on where to start inside the platform - Checking in after onboarding to make sure everything is set up correctly - Sharing feedback or asking about upcoming features 🤖 What Happens Before You Reach a Human The chat widget is powered by an AI assistant that can answer many common questions instantly. When you type human teammate, the system recognises your request and routes you directly to a live agent, bypassing automated responses. This ensures you are not stuck in a loop with a bot when you specifically want a person. 📍 Where to Find the Chat Widget The chat widget is available on every page inside the Search Atlas platform. You do not need to navigate to a specific section to access it. Common pages where customers open the chat include: - Home — accessible via Left sidebar → Home - Coworker — accessible via Left sidebar → Coworker - Any sub-page such as Overview, Connectors, Scheduled Jobs, Channels, Members, or Teams As long as you are logged in, the widget is always available in the bottom-right corner. ⚡ Tips for a Faster Response - You do not need to explain your issue before typing human teammate — the agent will greet you and ask how they can help. - If you do have a specific question ready, feel free to type it after connecting so the teammate can assist you right away. - Our team is available during support hours. If no agent is immediately available, you can leave a message and a teammate will follow up as soon as possible. 🛠️ 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.

💬 Get Faster Help by Sharing Issue Details

🎯 Why Issue Details Matter When you contact support, the more context you provide upfront, the faster we can help. Without details about your problem, our team has to ask follow-up questions — which adds wait time and delays your resolution. This guide walks you through exactly what to include when reaching out so we can get straight to solving your issue. 📋 What to Include in Your Support Request Before or as soon as you connect with support, have the following information ready: - What you were trying to do: Describe the task or goal you were working on (e.g., running a site audit, publishing content, connecting a domain). - What happened instead: Explain the unexpected result, error message, or missing behaviour you experienced. - Where it happened: Identify the specific tool, page, or section inside Search Atlas (e.g., OTTO SEO, Keyword Research, Content Genius). - When it happened: Note the approximate date and time, including your timezone if relevant. - How often it occurs: Is this a one-time issue or does it happen repeatedly? Under what conditions? - Screenshots or screen recordings: Visual evidence is one of the most helpful things you can share. Capture the error or unexpected behaviour if possible. 🖥️ How to Identify the Right Details Not sure where to start? Follow these steps to pinpoint the information our team needs: 1. Try to reproduce the issue. Go back to the same page or tool and attempt the same action again. Note exactly what happens. 2. Copy any error messages word for word. Even a short error code or on-screen message gives us important diagnostic information. 3. Check the URL in your browser. The page address tells us exactly where in the platform you are. Copy and paste it into the chat. 4. Note your browser and device. Let us know whether you are using Chrome, Firefox, Safari, or another browser, and whether you are on a desktop, laptop, or mobile device. 5. Check if the issue is account-specific. Try logging out and back in, or testing on a different browser. This helps narrow down the cause. 💡 Example: Unhelpful vs. Helpful Request Here is a quick comparison to show what makes a support request easy to act on: - Unhelpful: "Something is broken, please help." - Helpful: "I am on the Site Auditor page for my project mywebsite.com. When I click 'Start Audit,' the progress bar appears but stops at 0% and never completes. This has happened three times today. I am using Chrome on a Windows laptop. I have attached a screenshot." The second example gives our team everything needed to investigate immediately — no back-and-forth required. ⚡ Tips for a Smooth Support Experience - Open the chat widget as soon as you notice an issue — do not wait, as details are freshest right away. - Keep your browser tab open on the page where the issue occurred so you can share the URL instantly. - If you have already tried troubleshooting steps on your own, mention them so our team does not repeat the same steps. - Be as specific as possible — phrases like "it does not work" or "the page is wrong" are hard to act on without further context. 🛠️ Still Need Help? If you have gathered your details and are ready to speak with our team, we are here for you. 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 Get Live Help Inside Search Atlas

🎯 What This Article Covers Sometimes you need to speak with a real person — whether you have a question that's hard to put into words, you're feeling stuck, or you simply want to talk through your account with someone on our team. This article explains exactly how to connect with a live human teammate inside Search Atlas, quickly and easily. 💬 How to Reach a Human Teammate You don't need to submit a ticket or send an email. Our support team is available directly inside the platform via the live chat widget. Follow these steps: 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a member of our support team. That's it — no hold times, no email chains, no ticket queues. A real person will be with you right away during support hours. 🤔 Not Sure What to Ask? That's Okay You don't need to have a perfectly formed question before reaching out. Our teammates are here to help you figure things out, even if you're not sure where to start. Here are some examples of things you can simply say when you connect: - "I'm not sure where to begin with SEO automation." - "Can you walk me through my account?" - "Something doesn't look right and I need help troubleshooting." - "I just want to talk to someone who can help me." Our team will ask the right questions to understand your situation and guide you from there. 🛠️ Common Reasons Customers Reach Out To help you get the most from your conversation with our team, here are some topics our teammates can help with: - Getting started with OTTO SEO automation (found in the left sidebar under OTTO SEO → All Sites (SEO Automation)) - Understanding your current plan, usage, or billing - Troubleshooting a feature that isn't behaving as expected - Learning how to use a specific tool or report - Discussing SEO strategy or best practices within the platform - Any other question or concern about your Search Atlas experience ⏱️ What to Expect After Connecting Once you type human teammate in the chat widget, a support team member will join your conversation. To make the interaction as smooth as possible: - Share as much context as you can — for example, which feature you were using or what you were trying to do. - If you're seeing an error, describe what it says or take a screenshot if possible. - Let the teammate know your goal, even in broad terms — they'll help narrow things down. There are no wrong questions. Our team is here to make sure you get value from Search Atlas, no matter where you are in your journey. 📌 Quick Reminder If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💬 Understanding Search Atlas Support Channels

🧭 Overview If you've received messages from a team member named Jay and are also chatting with someone through another channel, you may be wondering whether these are the same person — and whether you need to maintain multiple conversations. This article clarifies how Search Atlas support works so you can get help efficiently without confusion. 💬 How Search Atlas Support Works All official Search Atlas support is handled through the live chat widget inside the platform. This is the single, central place where our team receives and responds to your questions. There is no separate email support channel operated by Search Atlas. If you have received a message that appears to come from a Search Atlas team member via email or another channel, here are a few things to keep in mind: - Search Atlas does not provide support through personal or external email addresses. - Any communication you receive outside the in-platform chat widget is not an official Search Atlas support channel. - To confirm you are speaking with a real member of our team, always use the in-platform chat widget and type human teammate. 🤔 Is Jay a Search Atlas Team Member? If someone named Jay has been in contact with you and you are unsure whether this is the same person you've spoken with elsewhere, the safest step is to verify directly through our official support channel. Open the chat widget in the bottom-right corner of the platform and type human teammate — a verified member of our team will be able to confirm who you've been speaking with and provide continuity for your conversation. We understand it can be disorienting to manage communications across multiple channels. Our goal is to keep all support in one place so nothing gets lost and your issue is resolved quickly. ✅ Best Practices for Getting Support To make sure your support experience is smooth and your questions are answered promptly, follow these simple steps: 1. Always start by opening the live chat widget in the bottom-right corner of the Search Atlas platform. 2. Type human teammate if you want to speak directly with a person on our team. 3. Keep all follow-up questions in the same chat thread whenever possible — this gives our team full context and avoids duplication. 4. If you believe a previous conversation was left unresolved, mention it when you open a new chat so our team can pick up where things left off. 🔮 Coming Soon: More Ways to Connect Search Atlas is actively working on expanding communication options for customers. Future updates will include integrations with platforms such as Slack, giving you more flexibility in how you interact with our tools and team. You can save your seat for early access through the Coworker section in the left sidebar of the platform. Until those channels are officially launched, the in-platform chat widget remains your only supported method for reaching our team. 🆘 Need Help Now? 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. Additional Notes Why chat beats phone/video: instant written transcript, faster sharing of links/screenshots/instructions, no hold times. Tips: describe issue clearly (what you tried, what happened, expected result), share URL, attach screenshot, mention your workspace/project.

🛠️ Getting Technical Help Inside Search Atlas

🔍 Overview If you selected Technical Help in the chat but weren't sure how to describe your issue, that's completely fine. This article helps you prepare the right details so our support team can resolve your problem quickly and accurately — without back-and-forth delays. ⚙️ Why a Clear Description Speeds Up Your Support Our support team handles a wide range of technical topics across the platform. When you provide specific details upfront, we can skip the diagnostic back-and-forth and get straight to a solution. Vague requests like "something isn't working" often require several follow-up questions before we can help — which means longer wait times for you. 📋 What to Include When Reporting a Technical Issue Before opening the chat, take a moment to note the following: - What you were trying to do: For example, "I was trying to run an OTTO SEO automation from the OTTO SEO section." - What happened instead: Describe the unexpected behavior — an error message, a blank screen, a button that didn't respond, or a result that looked wrong. - The exact error message (if any): Copy and paste any error text you saw on screen. Even partial messages help. - Where in the platform it happened: Include the page name or the URL path (for example, /seo-automation-v3 for the OTTO SEO section). - When it happened: Approximate date and time, and whether the issue is ongoing or occurred once. - Steps to reproduce: List what you clicked or did before the problem appeared. This helps us recreate the issue on our end. 🗺️ Quick Platform Navigation Reference Not sure where to find a feature? Here are some common starting points: - OTTO SEO automations: Left sidebar → OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3) If you're experiencing an issue in a different section of the platform, note the name shown in the left sidebar and the URL — both are useful for our team. 💡 Common Technical Issues and Quick Checks Before reaching out, try these quick steps — they resolve many common problems: 1. Refresh the page. A simple browser refresh clears temporary glitches. 2. Clear your browser cache. Cached data can cause features to display incorrectly. 3. Try a different browser. Chrome or Firefox are recommended for the best experience. 4. Check your internet connection. An unstable connection can cause timeouts or incomplete page loads. 5. Log out and log back in. This resets your session and resolves most authentication-related issues. If none of the above resolves the issue, the next step is to contact our support team with the details gathered above. 🚀 How to Reach Our Support Team If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. When the chat opens, paste in the details you prepared — what you were doing, what went wrong, any error messages, and the steps to reproduce the issue. The more context you provide, the faster we can help.

🛠️ How to Get Technical Help Effectively

🔍 Why Describing Your Issue Matters When you reach out for technical help, the more clearly you describe your problem, the faster our team can diagnose and fix it. Vague requests like "something isn't working" can delay your resolution by hours. This article shows you how to prepare a great support request so you get help quickly — the first time. 📋 What to Include in Your Support Request Before you open a chat, gather the following details about your issue: - What you were trying to do: Describe the action you took — for example, "I was trying to generate an article in Content Genius" or "I was connecting my WordPress site to Search Atlas." - What happened instead: Describe the error or unexpected behaviour — for example, "The page got stuck loading" or "I saw a red error message." - Any error messages: Copy the exact wording of any error you see on screen, or take a screenshot. - Which feature or tool you were using: For example, OTTO SEO, Content Genius, the WordPress connector, or another area of the platform. - When it started: Was this the first time you tried, or did it work before and recently stop? - Your browser and device: For example, Chrome on Windows 11, or Safari on macOS. ⚙️ Common Technical Issues and Quick Fixes Before contacting support, try these steps — they resolve the majority of common technical problems: 1. Refresh the page: Press Ctrl + R (Windows) or Cmd + R (Mac) to reload and clear any temporary display errors. 2. Clear your browser cache: Cached data can cause outdated pages to load. Clear your cache in your browser settings, then log back in. 3. Try a different browser: If the issue persists, open Search Atlas in a different browser (for example, switch from Safari to Chrome) to rule out browser-specific conflicts. 4. Disconnect and reconnect integrations: If the issue involves your WordPress connector or another integration, try removing and re-adding the connection from your dashboard settings. 5. Wait a few minutes and retry: Some operations — such as AI article generation — run in the background. If a page appears stuck, wait two to three minutes, then refresh before assuming something is broken. 6. Log out and log back in: This refreshes your session token and resolves the majority of authentication-related errors. 🚀 How to Navigate to Key Features If you are unsure where to find a specific tool, here is a quick reference for commonly used areas: - OTTO SEO: Left sidebar → OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3) - Content Genius: Left sidebar → Content Genius - WordPress Connector: Avatar → Settings → Integrations (CMS Connectors) → WordPress 💡 Known Issues Already Resolved Our engineering team has recently fixed several issues that may match what you experienced. If you encountered any of the following, try the steps above — the fix is likely already live: - WordPress plugin authentication timing out after a successful authorization - The WordPress connector appearing grayed out or returning a wp_client_error even after a successful reconnect - Content Genius articles getting stuck in an AI_IN_PROGRESS state and never completing - SSO returning a 500 Internal Server Error when logging in via WordPress If you experienced one of these and the fix has not resolved your issue, please follow the steps in the next section to reach our team. 💬 Still Need Help? Contact Our Team If the steps above did not resolve your issue, our support team is ready to help. Please have your issue description ready (see the checklist above) before you start the chat — this helps us resolve your case without back-and-forth delays. 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.

☁️ Cloud Stack Generation, Approvals, and HDC Billing

☁️ Overview Cloud Stacks are multi-layered authority assets built from your Knowledge Graph data. Each stack consumes a set number of Hyperdrive Credits (HDC) from your plan. If a stack fails to generate, or if a charge appears higher than expected, this article explains the most common causes and how to resolve them. 🗺️ How the Cloud Stack Workflow Works Cloud Stacks follow a structured generation process before any content is produced or credits are consumed: 1. Knowledge Graph population: Your Knowledge Graph must be fully built before a Cloud Stack can generate. Confirm your stacks are linked to a complete Knowledge Graph before submitting an order. 2. Order submission: When you place a Cloud Stack order, the request enters a queue for internal review. 3. Manual generation trigger: Generation does not start automatically on submission -- you (or OTTO, if it created the stack) must manually trigger generation for each stack before content is produced. 4. Generation and delivery: Once approved, generation begins and the completed stacks are delivered to your account. ⚠️ Why Cloud Stacks Fail to Generate Even with a fully populated Knowledge Graph, stacks may appear stuck or show a failed status. Common reasons include: - Generation not yet triggered: The most frequent cause. The stack has been created but generation has not yet been manually started. This is expected behaviour, not an error. - Incomplete Knowledge Graph data: If required fields (such as business name, target URLs, or entity details) are missing or inconsistently filled, the generation process cannot proceed. Double-check all fields are complete before submitting. If your stacks show no progress after several business days, reach out for a status update. 💳 How HDC Credits Are Charged Understanding how HDC consumption maps to your plan prevents unexpected billing surprises: - Each Cloud Stack consumes a defined number of HDC upon approval and generation. - Your Authority Plan includes a set HDC allowance per billing cycle. Any stacks that require HDC beyond your included allowance are charged at the standard overage rate. - If you believe your HDC charges are higher than expected, check how many stacks were approved and generated within your current billing cycle and compare that against your plan's included HDC allowance. 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 Reach a Human Agent in Support

🧭 Overview Search Atlas support is handled directly inside the platform through a built-in chat widget. If the AI assistant isn't resolving your issue, you can request a human team member at any time — no phone calls or emails needed. This article explains how to escalate your chat and answers common questions about the support process. 💬 How to Request a Human Agent Follow these steps to connect with a live member of the Search Atlas support team: 1. Look for the chat widget icon in the bottom-right corner of the platform. 2. Click the icon to open the chat window. 3. Type human teammate and press Enter. 4. You will be connected with a member of our team. You can do this at any point in your conversation — whether you're just starting out or have already been chatting with the AI assistant. ❓ What Is CT? You may see the term CT referenced in the chat. CT stands for Customer Team — the group of human agents who handle escalated or complex support requests inside Search Atlas. When you type human teammate, your conversation is routed to a CT member who can help you directly. 🤖 AI Assistant vs. Human Agent — What's the Difference? When you first open the chat widget, you'll be connected to Search Atlas's AI support assistant. The AI can help with many common questions quickly and at any hour. However, a human agent is better suited for: - Account-specific issues such as billing, credits, or plan changes - Technical problems that require investigation (e.g. crawl failures, data not loading) - Situations where previous troubleshooting steps haven't worked - Requests that need a judgment call or approval from the team There is no penalty or delay for requesting a human — our team is happy to step in whenever you need them. ⚙️ Common Issues That May Require Escalation The following scenarios are good examples of when connecting with a human agent will get you to a resolution faster: - Credit or billing discrepancies — If your account credits don't reflect a recent change or downgrade, a team member can investigate and correct this manually. - Cloud Stack or crawl failures — If your OTTO project is experiencing crawl errors or Cloud Stack issues, a human agent can escalate this to the technical team. - Plan changes and downgrades — Questions about what's included after a plan change are best handled by a team member who can review your account details. - Unexpected platform behaviour — If a feature isn't working as described in our documentation, a human agent can log a report and provide a workaround. 🕐 What to Expect After Escalating Once you type human teammate in the chat: 1. Your conversation history is preserved, so you won't need to repeat yourself. 2. A Customer Team member will review your issue and respond as quickly as possible. 3. If your issue requires further investigation, the agent will let you know next steps and expected timelines. To help the team resolve your issue faster, include as much detail as possible — such as the project name, the feature you were using, and a brief description of what went wrong. 🛠️ Before You Escalate — Quick Checks These steps can resolve common issues without waiting for a human agent: - Refresh the page and try the action again. - Log out and log back into your Search Atlas account. - Check that your browser is up to date and that no extensions are blocking the platform. - Review the relevant KB article for step-by-step guidance on the feature you're using. If none of the above resolves your issue, escalating to a human agent is absolutely the right next step. 📞 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛠️ How to Get Technical Help in Search Atlas

🎯 Why Describing Your Issue Matters When you reach out for technical help, the more detail you provide, the faster our team can diagnose and resolve your problem. Submitting a request without describing the issue — such as only typing a placeholder like "Agent Agent" — means our team cannot take action on your behalf. This article walks you through how to describe a technical issue clearly so you get the right help as quickly as possible. 🔍 Common Technical Issues in Search Atlas Not sure where to start? Here are some of the most frequent technical issues customers report, along with what to include when describing them: - OTTO SEO not working or failing to apply changes: Mention the domain, the specific action OTTO was performing, and any error message shown. - Site Audit crawl failing: Include the website URL, when the crawl was started, and whether it stops at a certain point or never begins. - WordPress connector grayed out or returning an error: Note the error code displayed (e.g., wp_client_error), the WordPress site URL, and whether you have recently reconnected. - Content syncing failing: Provide the domain, the type of content being synced, and the exact error message or behaviour you observe. - Contact page form or platform feature not working: Describe which page or feature is affected, what you expected to happen, and what actually occurred. 📋 How to Write a Helpful Support Request A good support message answers these four questions: 1. What were you trying to do? Describe the task or feature you were using (e.g., "I was trying to run a site audit for example.com"). 2. What happened instead? Describe the unexpected result (e.g., "The crawl started but stopped after a few minutes with no results"). 3. What does the error say? Copy and paste any error message or code you see on screen. 4. When did it start? Let us know if this is a new issue or something that has been happening for a while. 🗺️ Finding the Right Feature in Search Atlas If you are unsure which part of the platform is causing the problem, use this quick reference to locate key areas: - OTTO SEO / OTTO SEO: Left sidebar → OTTO SEO → All Sites (SEO Automation) (URL: /seo-automation-v3) - Site Audit: Access through the OTTO SEO dashboard after selecting your connected domain. - WordPress Connector: Found under Avatar → Settings → Integrations (CMS Connectors). - Content Tools: Available from the left sidebar under Content or your active project workspace. 💬 How to Reach Our Support Team Once you have gathered the details above, our team is ready to 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. Providing clear, specific information in your first message helps us skip the back-and-forth and get straight to solving your issue.

📋 Citation Order Processing Timeline and To-Do Stage

📌 Overview After purchasing a citation package, your order will appear in the To-Do stage inside Local → Local Citations (Local Citations). This is completely normal. Citation orders can remain in the To-Do stage for up to 55 days while they are being actively processed behind the scenes. This article explains what to expect at each stage, why your order may not have moved yet, and when you should reach out for help. 🗺️ How to Find Your Citation Orders 1. Navigate to Local → Local Citations (Local Citations) in your Search Atlas dashboard. 2. Locate your order and review its current stage label. ⏱️ Understanding the Processing Timeline Citation orders go through a multi-step fulfillment process that involves submitting your business information to a network of directories and data aggregators. Because each directory has its own acceptance schedule, the full process takes time. - Expected processing window: Up to 55 days from the purchase date. - To-Do stage: Your order has been received and is queued for submission. No action is required from you. - Submitting stage: Your order has entered active outreach to individual directories. Not all orders move to this stage at the same pace. It is normal for an order purchased on a specific date — for example, September 17 — to still show To-Do for several weeks. This does not mean the order is delayed, failed, or forgotten. It means the order is in the processing queue. 📅 How Data Aggregator Date References Work Some citations are distributed through data aggregators, which are large data networks that push your business information to hundreds of directories at once. These aggregators operate on their own internal publishing schedules, which Search Atlas does not control. As a result: - The date shown on your order may reflect when the aggregator received the data, not when it was published. - Individual directories within the aggregator network may show your listing at different times. - You may see some citations go live well before others, even within the same order. This staggered behavior is expected and does not indicate a problem with your order. 🔄 Why Your Order Stays in 'To-Do' Longer Than Others Different citation orders can move through stages at different speeds depending on several factors: - Directory queue volume: High-demand periods mean more orders are in the pipeline at the same time. - Business information verification: Some directories require additional checks before accepting a listing. - Aggregator publishing cycles: Data aggregators publish on scheduled cycles, not in real time. - Order size: Larger citation packages involve more directories and naturally take longer to process. 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 Chat With a Human Support Agent

💬 Overview If you need personalised help from a real person, Search Atlas makes it easy to connect with a human support teammate. Everything happens directly inside the platform through the live chat widget. 🛠️ How to Reach a Human Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of any page inside the platform. 3. Click the widget to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. 💡 Tips for Faster Support To help our team resolve your issue as quickly as possible, include the following details when you start the chat: - What you were trying to do — describe the task or feature you were working with. - What happened — explain the unexpected behaviour or error you encountered. - Steps to reproduce — list what you clicked or entered before the issue occurred. - Screenshots or screen recordings — visuals help us diagnose problems faster. ⏰ Support Availability Our human teammates are available during business hours. If you reach out outside of those hours, an agent will follow up with you as soon as possible. You may also receive helpful automated responses in the meantime that could resolve your question right away. ❓ Frequently Asked Questions Do I need to describe my issue before requesting a human agent? You are not required to, but sharing a brief description upfront helps our team prepare and reduces back-and-forth. Even one sentence about your situation makes a difference. What if the chat widget does not appear? Try refreshing the page or clearing your browser cache. If the widget still does not appear, try a different browser or disable any ad-blocking extensions that may be hiding it. 📞 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.

💡 How to Submit Counter-Offers on Publication Pricing

💡 Overview When browsing publications in Search Atlas, you may notice that some listings display a set price — for example, $2. This article explains how publication pricing works and how to submit a counter-offer directly from your account. 📋 How Publication Pricing Works Each publication listed in Search Atlas has a price set by the publisher. These prices reflect the publisher's requirements for sponsored or guest content placement and are not set by Search Atlas. The price you see on a listing — such as $2 — is the publisher's rate for that placement. Search Atlas supports a counter-offer feature that allows you to propose a different price to the publisher. The publisher then has the option to accept, decline, or negotiate further. - Counter-offers are sent directly to the publisher for review. - Search Atlas does not control whether a publisher accepts or rejects your proposed price. - There is no guarantee that a counter-offer will be accepted, even if your proposed price is reasonable. 🛠️ How to Submit a Counter-Offer Follow these steps to submit a counter-offer for a publication listing in Search Atlas: 1. Log in to your Search Atlas account and navigate to the Guest Post Marketplace. 2. Browse or search for the publication you want to place content on, then open its listing. 3. On the listing page, locate the pricing section and select the Counter-Offer option next to the listed price. 4. Enter your proposed price in the field provided. 5. Review your offer and click Submit to send it to the publisher. 6. The publisher will be notified and can accept, decline, or respond with a revised price. You will receive a notification when they respond. If you do not see a counter-offer option on a particular listing, that publisher may have disabled the feature for their placement. ⚠️ Important Things to Know - Publisher decisions are final. Search Atlas acts as the marketplace platform but does not influence publisher pricing decisions. - Low counter-offers may be declined. If a listed price is already low (such as $2), the publisher may not accept a lower proposal. - Response times vary. Publishers set their own response timelines. If you do not hear back promptly, you may wish to contact another publication or adjust your offer. 💬 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.

💬 How to Connect with Our Support Team

💬 Reaching Our Support Team Search Atlas provides real-time support through our live chat widget, available inside the platform. Whether you have a quick question or need immediate help, our team is ready to assist you. 🎯 When to Contact Support Reach out to our support team if you: - Need help setting up or configuring a feature - Encounter an error or technical issue - Have questions about your account or billing - Want to discuss your SEO strategy - Experience a problem during a chat session and need to reconnect 💬 How to Start a Chat 1. Log into your Search Atlas account 2. Look for the chat widget in the bottom-right corner of the platform 3. Click or tap the widget to open the chat window 4. Type human teammate to be connected with a member of our team 5. Describe your issue clearly and include any relevant details (account name, affected feature, error message, etc.) ⏱️ What to Expect Our support team typically responds during business hours. If you're disconnected or your chat ends unexpectedly, simply restart a new conversation by opening the widget again and typing human teammate. This ensures you connect with a teammate who can help resolve your issue. ✏️ Tips for Faster Resolution - Be specific: Describe exactly what you were doing when the issue occurred - Include details: Mention any error messages, account information, or steps you've already tried - Stay connected: Keep your chat window open during troubleshooting—disconnecting may interrupt your support session - Have patience: Our team works to resolve issues as quickly as possible 🔄 If You Were Disconnected Before Describing Your Issue If your connection dropped or your chat window closed before you had a chance to explain what you needed help with, here is exactly what to do when you reconnect: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to reach a support agent immediately. 3. As your very first message, let the teammate know you were previously disconnected — for example: "Hi, I was just disconnected before I could describe my issue." 4. Then briefly describe the issue you originally intended to raise — include your account name, the feature involved, any error message you saw, and what you were trying to do when the problem occurred. Providing this context upfront — especially when you were cut off before disclosing your issue — ensures your new support teammate can pick up quickly and avoid asking you to repeat steps or wait through re-routing. 📝 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.

💰 Requesting a Refund for Service-Related Issues

🔍 Overview If you believe a Search Atlas tool — such as OTTO SEO — has caused unintended changes to your website that resulted in broken functionality or lost business, you may be eligible for a refund or account credit. This article explains what information our team needs and how to submit your request for review. ⚠️ Common Issues That May Qualify Some customers have reported that automated optimisations applied by OTTO SEO or other Search Atlas tools occasionally conflict with existing website configurations. Examples include: - Broken mobile menus or navigation elements after optimisations were applied - Unexpected layout changes on WordPress or other CMS platforms - Scripts or code injections that interfered with third-party plugins or themes - Site performance degradation following an automated update These situations are taken seriously. Our team will investigate every reported case before making a refund determination. 📋 Document the Issue Before Reaching Out A well-documented report significantly speeds up the review process and strengthens your refund case. Please gather the following before contacting support: - Screenshots or screen recordings showing the broken elements (especially mobile view) - The date and approximate time the issue first appeared - The specific Search Atlas actions or optimisations that were applied around that time - Your website URL and the CMS or theme you are using - Evidence of business impact if applicable — for example, analytics showing a drop in traffic or conversions during the affected period - The charge amount and billing date you are requesting a refund for 📨 Submit Your Refund Request Once you have gathered your documentation, contact our support team directly with the details above so our team can begin the review. Refund requests are assessed on a case-by-case basis, and a member of our team will follow up with the outcome of the 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.

📰 Press Release Refund Policy Explained

📋 Refund Eligibility Window Refunds for press release orders are only available within 72 hours of the original purchase, as stated in the Terms of Service. After this window, refunds to the original payment method cannot be processed, even if the distribution did not achieve the expected placements. 🔄 Credit Usage and Plan Quotas If your press release order was part of a plan that includes a monthly or annual quota of credits, and that full quota has already been used, a refund is not available. The system considers the quota consumed once the order is placed, regardless of the publication outcome. 💳 Account Credit Alternative When a refund is not possible due to policy limits, the billing team may offer an account credit instead. This credit can be applied toward future press release orders or other services within the platform. Customers may accept or decline this offer, but no further refund options are available if the credit is rejected. 📊 Check Publication Status and Refund Details You can review the publication status of each press release, including per-channel delivery results and any refund amounts applied, in the Publication Status section. This helps confirm whether the order was fully or partially fulfilled. 💰 View Refund History in Billing All processed refunds for press release orders appear in the Top-right corner (avatar) → Billing → Activity Log tab. If a refund was issued, it will be listed there with the amount, date, and associated order. If no refund appears, it means the request did not meet the eligibility criteria. ⚠️ What to Do If Distribution Fails If a press release fails to publish, you can request a resend using your available credits. Note that a resend does not extend the 72-hour refund window from the original purchase date. If the resend also fails, the same refund policy applies based on the original transaction date and quota usage. 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 Understand Search Atlas Pricing Policy

This article explains what Search Atlas can and cannot change about your pricing, and clarifies the difference between platform subscription costs and the rates you charge your own clients. If you feel pressure to lower your service prices, or believe something has changed without your consent, this guide will help you understand exactly where control sits. 🔍 Common Causes of Pricing Confusion - Platform subscription cost vs. your service rates: Search Atlas sets and may update its own subscription and feature pricing — this is separate from what you charge your clients for SEO, local, or agency services. - Whitelabel or reseller context: If you are reselling Search Atlas services under your own brand, your client-facing prices are always set by you. Search Atlas does not have access to or control over your client billing. - Promotional or plan changes: If your Search Atlas plan price changed, it is due to a subscription plan update, a promotion ending, or an account-level change — not a reduction in the value of your own services. 🛠️ Step-by-Step 1. Identify what changed: Determine whether the price concern relates to your Search Atlas subscription cost, or to the rates you charge your own clients. These are two completely separate things. 2. Review your current Search Atlas plan: Open your account settings and navigate to your billing or subscription section to see your current plan details, renewal date, and any recent changes to your subscription tier. 3. Confirm your client-facing rates are unchanged: If you use Search Atlas under a whitelabel or agency setup, your client pricing is managed entirely by you — log in to your billing or invoicing tool to confirm no changes were made on your end. 4. Check for plan downgrade or promotion expiry: If your Search Atlas subscription cost increased or a discount disappeared, check your billing history for a plan change event or a promotional period that has ended. 5. Reassert your preferred plan if needed: If a plan change was made in error, open the chat widget in the bottom-right corner of the platform and type human teammate to speak with a team member who can review your account history. ✅ How to Confirm It Worked You will know the situation is resolved when: (1) your Search Atlas subscription details match the plan and price you agreed to, visible in your billing or account settings; and (2) you have confirmed that your own client-facing rates have not been altered by Search Atlas in any way — because they cannot be. Your agency pricing is always under your sole control. If your subscription cost still looks incorrect after reviewing your plan, a team member can pull your account history and confirm exactly what changed and when. 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 Reach a Live Agent in Chat

🎯 Overview Search Atlas includes a built-in live chat widget that connects you directly with our support team. If you need help from a real person — whether it's a billing question, a technical issue, or general guidance — you can reach a human teammate without leaving the platform. 💬 How to Connect with a Human Agent To reach a live support teammate, open the chat widget inside the Search Atlas platform and request to speak with a human agent. The chat widget is accessible throughout the platform, so there is no need to navigate to a specific page first. If your initial message is handled by an automated assistant and you are not connected to a live person, let the assistant know that you would like to speak with a human teammate. A member of our support team will be routed to assist you. 📋 Tips for Faster Support To help our team resolve your issue as quickly as possible, include the following details when you start your chat: - A clear description of your issue — what you were trying to do and what happened instead. - The feature or tool you were using — for example, OTTO SEO, Coworker, Site Auditor, or another area of the platform. - Any error messages — copy and paste the exact text or attach a screenshot if possible. - Steps you have already tried — this helps our team avoid repeating troubleshooting you have already done. - Your project name or URL — so our team can locate your account quickly. The more context you provide upfront, the faster we can resolve your issue. ⏰ When to Expect a Response Our team aims to respond to all live chat requests promptly during business hours. If you reach out outside of business hours, your message will be saved and a teammate will follow up with you as soon as they are available. If you have opened a chat and have not received a response from a live agent, try sending a follow-up message in the same conversation indicating that you are still waiting for assistance. This can help re-trigger agent routing. ❓ Frequently Asked Questions - What if I am not connected to a live agent after opening the chat? Send a follow-up message in the chat conversation indicating that you would like to speak with a human teammate. Our team will be routed to your conversation. - What if the chat widget is not visible? Try refreshing the page. If the widget still does not appear, make sure you are logged in to your Search Atlas 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.

⚡ Platform-Wide HTTP 500 Errors: What To Do

What Is an HTTP 500 Error? An HTTP 500 error means the server encountered an unexpected problem and could not complete your request. When this happens across multiple areas of Search Atlas at the same time, it typically points to a platform-wide production issue rather than a problem with your account or browser. Signs You Are Experiencing a Platform-Wide Issue - Multiple unrelated features are broken at the same time. - Actions that normally work — such as publishing, deploying, or loading dashboards — consistently return a 500 error regardless of the feature you try. - Refreshing the page or switching browsers does not resolve the problem. Steps To Take Right Now 1. Confirm it is platform-wide. Try two or three completely different sections of Search Atlas. If all of them fail with a 500 error, the issue is on the platform side. 2. Do not repeatedly retry high-volume actions. Submitting the same request many times during a server-side incident (such as deploying content or publishing posts) will not help and may cause additional errors once the platform recovers. 3. Wait a short time and refresh. Platform-wide 500 errors are treated as high-priority incidents by the Search Atlas engineering team. Fixes are applied at the server level during production deployment. Wait a few minutes, then hard-refresh your browser (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac) and try again. 4. Clear your browser cache if errors persist after a refresh. Occasionally, a cached error response can prevent you from seeing the recovered platform. Clear your cache and cookies, then reload Search Atlas. 5. Verify your work after recovery. Once the platform is back to normal, check the areas where you experienced errors to confirm everything is functioning as expected. What the Search Atlas Team Does During an Incident When a platform-wide 500 error is detected, the engineering team works to deploy a fix as quickly as possible. These errors are resolved through server-side fixes applied during production deployment, with no action required from customers. You do not need to change any settings, reconnect accounts, or modify your projects. The resolution is always applied at the platform level. When To Contact Support If errors persist after the platform has been confirmed as recovered, or if you are unsure whether a current issue is platform-wide, please contact the Search Atlas support team so we can investigate further. If you don't hear back right away, we'll get back to you as soon as possible.

⚡ How to Reach a Human Agent in Chat

🤔 Why You Might See an Automated Response First When you open the live chat widget inside Search Atlas, our AI assistant is the first to respond. It is designed to answer common questions quickly and help you find solutions without waiting. However, we completely understand that sometimes you simply want to speak with a real person — no technical problem required. 💬 How to Connect With a Human Teammate You do not need to explain a technical issue to request a human agent. To be connected with a real member of our support team, open the chat widget inside the Search Atlas platform and type human teammate to be connected with a member of our team. You do not need to describe your issue first or wait through a long automated flow before asking for a person. ⚙️ How Chat Routing Works Search Atlas uses a chat system designed to serve customers as efficiently as possible. An AI assistant handles frequently asked questions and guides you through common workflows, providing instant answers around the clock. When the AI assistant does not fully resolve your question, or when you simply prefer to speak with a person, a real support specialist is available to help with complex issues, account-specific questions, billing enquiries, or any other matter you need assistance with. If you experience duplicate messages or unexpected routing behaviour in the chat — such as receiving the same automated response more than once or being looped back to the AI after requesting a human — this is a known routing and escalation handling issue that our support team can resolve directly. 🚀 Tips for a Faster Support Experience While you are never required to share details before requesting a human, having a few pieces of information ready can help our team resolve your query more quickly: - Your account email address or workspace name. - A brief description of what you need help with, even one sentence. - Any relevant page or feature you were using when the issue occurred. - If you experienced duplicate routing or escalation issues, note the approximate time it occurred and any repeated messages you received. 🛠️ Common Reasons Customers Request a Human Agent You are not alone if you prefer speaking with a person. Our team regularly assists customers with situations such as: - General questions about Search Atlas features or pricing. - Account setup, onboarding, or data import guidance. - Billing or subscription enquiries. - Feedback or feature requests they want to discuss directly. - Cases where the AI assistant did not fully answer their question. - Duplicate chat routing or escalation handling issues. All of these are valid reasons to request a human teammate, and our team is happy to help. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

How to Reach Search Atlas Support for Any Matter

🔍 Overview Many customers ask whether Search Atlas has a dedicated email address for billing, cancellations, legal inquiries, or general support. This article explains how our support system works and how to get your question answered quickly by a real person. 📬 There Is No Support Email Address Search Atlas does not provide a support email address for any category of inquiry — including billing, cancellations, account changes, or legal matters. All support is handled exclusively through the live chat widget inside the platform. This ensures your message reaches the right team member faster than email and creates a documented record of your request. If you have received a third-party email claiming to represent Search Atlas support, please treat it with caution and verify any requests through the in-platform chat only. 💬 How to Contact a Live Person Follow these steps to connect with a human member of our team: 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate in the chat box and press Enter. 5. You will be connected with a member of our support team. Our team can assist you with any topic through this channel, including billing questions, subscription changes, cancellation requests, legal inquiries, and technical issues. 💳 Billing and Subscription Questions If your inquiry relates to any of the following, the in-platform chat is the correct and only channel to use: - Charges or invoices on your account - Upgrading or downgrading your subscription plan - Requesting a refund or disputing a charge - Updating payment information - Cancelling your subscription When you start the chat, briefly describe your billing issue so the team member can access the right information and resolve it efficiently. ❌ How to Cancel Your Subscription To request a cancellation, open the live chat widget, type human teammate, and let the agent know you would like to cancel. Our team will guide you through the process, confirm any final billing details, and ensure your cancellation is processed correctly. Cancellation requests submitted outside of the in-platform chat cannot be actioned or verified. ⚖️ Legal and Compliance Inquiries For legal matters — including data privacy requests, terms of service questions, or compliance-related inquiries — the same process applies. Open the chat widget inside the platform, type human teammate, and describe the nature of your legal inquiry. The team will escalate your request to the appropriate internal contact. ⚡ Tips for a Faster Resolution To help our team resolve your request as quickly as possible, have the following ready before opening the chat: - Your account email address - A brief description of your issue or request - Any relevant screenshots or reference numbers (e.g. invoice IDs) 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 Invalid Order Errors on Upsell Purchases

This article helps you resolve an 'invalid order' error that may appear when attempting to add an upsell item — such as the Search Secrets Pack — to a summit or event upgrade purchase. Because these errors are tied to your specific order session and payment details, they require a quick check of a few common causes before our team can manually correct the order on your behalf. 🔍 Common Causes - Expired order session: Summit upsell offers are sometimes time-limited. If the checkout session expired before payment was completed, the order ID becomes invalid. - Mismatched account: The upsell must be added to the same account used during the original summit registration. Being logged into a different account can trigger this error. - Payment method issue: A declined or unverified card can cause the order to fail at confirmation, returning an invalid order state. - Duplicate purchase attempt: Clicking the purchase button more than once can create conflicting order records. 🛠️ Step-by-Step 1. Note the exact error message you received and, if possible, take a screenshot. Our team will need these details to locate and correct your order. 2. Confirm you are logged into the same Search Atlas account you used when registering for the summit or event. 3. Open your account avatar in the top-right corner, select Billing, then open the Plans & Top-ups tab to verify your current plan and that a valid payment method is on file. 4. If no payment method is listed or the existing one looks incorrect, click Add Payment Method to add a valid card before attempting the purchase again. 5. Once your payment method is confirmed, attempt the upsell purchase again from the original summit offer page. Do not click the purchase button more than once — wait for the page to fully respond. 6. If the 'invalid order' error appears again, do not retry further. Instead, contact our support team directly (see below) with your account email, the name of the upsell item, the price shown ($97 for the Search Secrets Pack), and the exact error message or screenshot. ✅ How to Confirm It Worked A successful upsell purchase will display an on-screen order confirmation with an order number, and you will receive a confirmation email to the address associated with your account. To double-check, open your account avatar in the top-right corner, go to Billing, and click the Invoices tab — the new charge should appear as a line item there. If the invoice is not present within a few minutes of purchase, the order did not complete successfully and you should contact support before attempting 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.

💬 Submit Feedback and Escalate Support Issues

🎯 Why This Article Exists We take every support experience seriously. If a recent interaction left you feeling unheard, frustrated, or without a resolution, this article will show you exactly how to share that feedback and get connected with the right person quickly. 📋 How to Submit Feedback About a Support Interaction The fastest and most reliable way to submit feedback about a support interaction is directly through the live chat widget. Here is how to do it: 1. Open the live chat widget in the bottom-right corner of the platform. 2. Type human teammate to skip automated responses and connect directly with a member of our team. 3. Clearly describe your previous interaction, including the name of the teammate you spoke with, the date of the conversation, and the issue that was left unresolved. 4. Let the teammate know you would like to submit formal feedback — they will log it and escalate it to the appropriate team lead. ⚠️ How to Escalate a Poor Support Experience If you feel a previous support interaction was unhelpful, unprofessional, or left your issue unresolved, you have every right to escalate. Here is how to do it effectively: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a live team member immediately. 3. Explain that you would like to escalate a concern about a previous support interaction. 4. Provide as much context as possible: the teammate's name, approximate date and time of the conversation, and a brief description of what went wrong. 5. Ask for confirmation that your feedback has been recorded and that it will be reviewed by the appropriate team lead. Providing clear details — including the teammate's name, the date of the interaction, and a description of the issue — helps our team investigate thoroughly and respond 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.

🕒 Weekend Human Support Availability Hours

👋 Overview We know that questions can come up at any time, including on weekends. This article explains when human support agents are available during Saturday and Sunday, what to expect outside those hours, and how to get help through our live chat. 📅 Weekend Support Hours Our live human support agents are available on weekends during reduced hours compared to weekdays. During these windows, a member of our team can respond to your questions in real time through the live chat widget. - Saturday: Human agents are available during limited daytime hours. - Sunday: Human agents are available during limited daytime hours. Because our team supports customers across multiple time zones, the exact staffed hours can shift and are not fixed to a single published time. If you need to know the specific hours a human agent is available right now, the most accurate source is the live chat widget itself: open it and it will clearly show whether a human agent is available or if you have reached us outside of staffed hours. 🤖 What Happens Outside Staffed Hours If you reach out when no human agent is online, you will not be left without help. Here is what you can expect: - Our automated assistant can answer many common questions instantly, at any hour. - You can leave your message in the chat, and it will be waiting for the next available agent. - An agent will follow up as soon as the team is back online, typically at the start of the next staffed window. 💬 How to Reach a Human Agent Requesting a human agent is quick and can be done entirely inside the platform. Follow these steps: 1. Log in to your Search Atlas account. 2. Click the chat icon in the bottom-right corner of the platform. 3. Type your question or request in the chat window. 4. If you specifically need a person, ask to speak with a "human agent". 5. If an agent is online, you will be connected in real time. If not, your message will be saved and answered when the team returns. 💡 Tips for Faster Weekend Help To get the most out of weekend support, keep these tips in mind: - Be specific: Include details such as the feature you are using, the account or project name, and any error messages. - Add screenshots: Visual context helps agents understand and resolve your issue faster. - Send it anyway: Even outside staffed hours, submitting your message means it is first in line when an agent returns. - Check the knowledge base: Many common questions are answered in our help articles, so you may find a solution right away. 📌 Key Takeaways - Human agents are available on weekends during limited daytime hours. - The live chat widget shows whether an agent is currently online and is the most accurate source for the specific hours in effect right now. - Outside staffed hours, automated help is available and your message is saved for follow-up.

🔄 Reactivate Cancelled Account to Download Reports

📋 Overview If you cancelled your Search Atlas account and still need to download reports from your previous subscription period, you can request temporary reactivation. Our support team can restore access for 24 hours so you can retrieve your data. ⚡ Request Temporary Reactivation 1. Open the chat widget in the bottom-right corner of the platform and type human teammate to connect with our support team. 2. Inform the agent that you need to download reports from a specific month after cancelling your account. 3. The agent will escalate your request to the specialized team for temporary reactivation. ⏱️ Access Restored for 24 Hours Once approved, your account will be reactivated for 24 hours. During this window, you can access the platform and download all needed reports. Navigate to Left sidebar → Reports to reach the report builder and retrieve your data. ⚠️ Important: Cancel Again After Download After downloading your reports, you must cancel the subscription again before the 24-hour period ends. If you do not cancel, the system will automatically charge your payment method for the next billing cycle. 💡 Tips for a Smooth Process - Prepare a list of the specific reports and date ranges you need before requesting reactivation. - Download all reports in one session to avoid needing another reactivation. - Confirm with the agent the exact time your 24-hour window starts and ends. 🛟 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 Publication Media Site Deactivation and Pricing

🔍 Overview If your website has been deactivated by Publication Media or your pricing counteroffer requests have been repeatedly denied, this article explains what to do next. Because the specifics of site deactivation and counteroffer decisions depend on your individual listing, our support team will need to review your case directly. ❓ Why Was My Site Deactivated or My Counteroffer Denied? Site deactivations and counteroffer denials on Publication Media can occur for a variety of reasons related to your listing's pricing, activity status, or compliance with platform standards. The exact reason is specific to your account and listing, and our team can look into it for you. 🛠️ What to Do Next To get help resolving a deactivation or a denied counteroffer, please have the following information ready before contacting support: - Your site URL as listed on Publication Media - The exact error message or notification you received when your site was deactivated or your counteroffer was denied - The date(s) the deactivation or denial occurred - A description of the steps you have already taken (e.g., whether you have attempted to resubmit a counteroffer or update your listing price) Having these details ready will allow our team to investigate your listing and advise you on the correct next steps for your specific situation. 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.

🛠️ Getting Help for Technical Issues Anytime

🔍 Overview If you run into a technical issue while using Search Atlas — whether it's an unexpected error, a feature not behaving as expected, or something that simply looks wrong — this article will help you report it clearly and get the fastest possible resolution, even if our team is temporarily offline. ⚠️ Common Technical Issues You Might Encounter Technical problems in Search Atlas can appear in several areas. Here are some of the most frequently reported types: - 500 errors or "Something went wrong" messages — These are server-level errors that typically require our engineering team to investigate. If you see this, note exactly what action you were performing when it appeared. - Incorrect status labels — For example, campaign statuses showing as Unspecified when they should reflect an active or paused state. This has been observed in PPC retargeting campaigns that were cloned inside OTTO PPC. - Local SEO or Google Business Profile issues — Problems updating Open Hours, Special Hours, or Date-specific hours in the Local SEO tool may occasionally trigger system errors. - Features appearing inactive or unavailable — Some features are released in a limited or background state before becoming fully available. If something seems missing, it may be in a pre-release phase. - Slow performance or connectivity issues — Temporary slowdowns can sometimes relate to scheduled infrastructure maintenance performed during off-peak hours. 📋 How to Describe Your Issue Clearly The more detail you provide, the faster our team can identify and fix the problem. Before reaching out, gather the following information: 1. What were you trying to do? Describe the exact action — for example, "I was updating Special Hours in Local SEO" or "I cloned a retargeting campaign in OTTO PPC." 2. What did you expect to happen? Tell us the intended outcome. 3. What actually happened? Include any error messages, error codes (such as 500), or unexpected labels you saw on screen. 4. Where in the platform did it happen? Name the tool or section — for example, OTTO SEO, Local SEO, PPC Dashboard, or Site Auditor. 5. When did it happen? Include the date and approximate time, along with your time zone. 6. Can you reproduce it? Let us know if the issue happens every time you perform the same action, or if it was a one-time occurrence. 7. Screenshots or screen recordings — These are extremely helpful. Attach them when you contact support. 🌙 What Happens When You Contact Us During Off-Hours Search Atlas support operates with live coverage during standard business hours. If you reach out outside of those hours, here is what you can expect: - Your message is received and logged — nothing is lost. - Critical technical issues (such as system errors affecting your workflow) are flagged for priority review when the team comes online. - You will receive a follow-up as soon as a teammate is available. To make sure your issue is prioritised correctly, use the steps in the section above to describe your problem in as much detail as possible before submitting your message. A clear, detailed report means less back-and-forth and a faster fix. 🚀 Tips to Speed Up Your Resolution - Do not close or refresh the page immediately — If you see an error, take a screenshot first, then note the URL in your browser's address bar. - Try a hard refresh first — Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to rule out a cached page issue. - Check your browser console for error codes — If you are comfortable doing so, press F12, go to the Console tab, and note any red error messages. This information is very useful to our engineering team. - Avoid repeating the action multiple times — If an action triggered an error, performing it repeatedly could create duplicate entries or compound the issue. 💬 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.

🛠️ Reporting a Persistent Technical Issue Effectively

🔍 Overview Sometimes a technical issue persists even after standard troubleshooting steps like clearing your cache, cookies, or switching to an incognito window. If that describes your situation, this article will help you understand why issues can remain unresolved, what information our team needs to investigate, and exactly how to escalate so we can help you as quickly as possible. ⚠️ Why Some Issues Require Further Investigation Certain platform bugs are not caused by your browser or local settings — they originate on our servers or within specific platform features. Common examples include: - Blank or empty modals — A pop-up window opens but displays no content (for example, in GBP Posts publishing workflows). - Buttons that appear but do not respond — An action button such as Retry Failed Platforms looks clickable but is disabled without explanation. - Metrics showing 0% instead of no data — A visibility score displays as zero when the correct behaviour is to show that data is unavailable for that platform. - Unsupported platforms showing incorrect results — Platforms that are not yet supported may surface misleading figures rather than a clear unavailability indicator. These types of issues require our engineering team to investigate server-side behaviour and cannot be resolved by refreshing your browser or changing devices. ✅ Troubleshooting Steps to Try First Before escalating, please confirm you have already attempted the following. Our support team will ask for this information, so completing these steps in advance speeds up the process. 1. Clear cache and cookies — In your browser settings, clear all cached data and cookies, then reload the platform. 2. Try incognito or private mode — Open a new incognito window (Chrome: Ctrl+Shift+N / Cmd+Shift+N) and log in again. 3. Try a different browser — If you normally use Chrome, test the same action in Firefox, Edge, or Safari. 4. Disable browser extensions — Ad blockers or script blockers can interfere with platform features. Disable all extensions and retest. 5. Check on a different device or network — If possible, test on a different computer or switch from Wi-Fi to mobile data to rule out a local network issue. If the problem continues after completing all of the steps above, the issue is very likely platform-side and requires engineering review. 📋 Information to Gather Before Contacting Support To resolve your issue as quickly as possible, please have the following ready when you reach out. The more detail you provide, the faster our team can identify and fix the root cause. - Screenshots or a screen recording — Visuals are the single most important piece of evidence. Capture exactly what you see, including any error messages, blank areas, or unexpected values. - The URL where the issue occurs — Copy the full address from your browser bar at the moment the issue appears. - The specific feature or section affected — For example: OTTO SEO (found in the left sidebar under OTTO SEO → All Sites (SEO Automation), URL: /seo-automation-v3), GBP Posts, LLM Visibility, or another area. - Steps to reproduce — List exactly what you clicked or did before the issue appeared. The more precise, the better. - How long the issue has been occurring — Note the date you first noticed it. - Your previous conversation reference — If you reported this issue in an earlier support conversation that was closed, mention it so our team can review the full history and your original screenshot. 💬 How to Escalate to Our Support Team If you have completed the troubleshooting steps and gathered the information above, our team is ready to 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. When you start the conversation, share your screenshots, the URL, and the reproduction steps straight away. This allows us to escalate directly to engineering without needing a follow-up round of questions, which gets your issue resolved faster. 📌 Important Note on Previously Closed Conversations If your issue was discussed in a previous support conversation that has since been closed, that conversation history — including any screenshots you shared — may not be automatically visible to the next agent. To make sure nothing is missed, please re-share your screenshots and a brief description of the issue when you open a new chat. Mention that this is an ongoing problem so the agent can flag it for priority review.

🛠️ Reporting Platform Bugs and Requesting Billing Relief

🔍 Overview If you are experiencing multiple technical issues — such as delays in OTTO SEO actions, repeated or identical content suggestions, incorrect scoring results, or unexpected tool behavior — and these issues are affecting your ability to use the platform, you may be eligible for a billing adjustment while our engineering teams work on a fix. This article explains how to report bugs effectively, what to expect during the resolution process, and how to request billing relief. ⚠️ Common Technical Issues That Qualify for Escalation The following types of issues have previously been escalated to engineering teams for investigation and resolution: - OTTO SEO deployment delays: Actions queued in Left sidebar → OTTO SEO → Overview that take longer than expected to process or appear stuck. - Duplicate or identical content suggestions: The platform repeatedly suggesting the same titles, headings, or recommendations without variation. - Incorrect scoring or heatmap results: Scores that do not reflect the actual state of your content or site. - Unexpected tool behavior in country or language settings: Tools switching regions or languages without your input. If you are experiencing one or more of these issues, document each one separately before contacting support. This speeds up the escalation process significantly. 📋 How to Document Your Issues Before Contacting Support To help our team escalate your case quickly, prepare the following information for each issue: 1. Describe the issue clearly: What were you doing when it occurred? What did you expect to happen, and what happened instead? 2. Note the affected feature and page: For example, OTTO SEO → Site Audit → All Audits, or the specific tool you were using. 3. Record the date and time when you first noticed each problem. 4. Take screenshots or screen recordings that clearly show the unexpected behavior. 5. List each issue separately — do not group multiple bugs into a single description, as each one is likely routed to a different engineering team. ⏱️ What Happens After You Report a Bug Once your issues are reported to our support team, here is what to expect: - Ticket creation: Each confirmed bug is assigned a unique internal ticket number so it can be tracked independently. - Team routing: Issues are routed to the relevant engineering team (for example, OTTO SEO infrastructure, billing systems, or content generation). - Status updates: Tickets move through stages including In Development, In Review, and Awaiting Release. Our support team can provide status updates on any of your open tickets. - Resolution timeline: Complex bugs may require several days or weeks depending on their scope. Our team will keep you informed as progress is made. 💳 Requesting a Billing Adjustment or Pause If confirmed platform bugs are preventing you from using core features, you may request a billing adjustment. This is handled on a case-by-case basis by our support team. Here is what you should know: - Billing adjustments such as account credits or temporary pauses on invoicing are available when technical issues are verified and escalated. - A credit or billing pause does not cancel your subscription — your account and data remain fully intact. - Any adjusted billing timeline (for example, a deferred invoice date) will be confirmed in writing by the support agent handling your case. - Billing relief requests must be made through the live chat widget — they cannot be processed automatically. When you contact support to request a billing adjustment, reference the issues you have documented and mention that you would like a billing review while the bugs are under investigation. ✅ Checking the Status of Your Reported Issues After your tickets have been created, you can follow up at any time through the live chat widget. Have your ticket numbers ready if they were shared with you, as this allows the support team to pull up your case immediately and give you a current status update. 💬 Need Help Now? 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 Get the Most From Support

🎯 Why Clear Issue Descriptions Matter When you reach out to our support team, the more detail you share about what you need, the faster we can help. If our team receives a message without a specific question or issue description, it can delay your resolution while we ask follow-up questions to understand your situation. This article helps you prepare everything you need before starting a support chat so you get the right answer as quickly as possible. 📋 What to Include When Contacting Support Before opening a chat, take a moment to gather the following information: - What you were trying to do: Describe the task or goal you were working on inside the platform (e.g., running a site audit, setting up a project, generating a report). - What happened instead: Explain what the platform did that was unexpected, or what result you received that did not match your expectation. - Where in the platform it occurred: Name the tool, section, or page where you encountered the issue (e.g., OTTO SEO, Keyword Research, Backlink Analyzer). - Any error messages: Copy or screenshot any error text displayed on screen — this is extremely useful for diagnosis. - Steps you already tried: Let us know if you refreshed the page, tried a different browser, or attempted any other troubleshooting steps. ✅ Examples of Helpful Support Messages Here are examples of messages that help our team respond quickly and accurately: - Clear and specific: "I'm trying to run a site audit on my project but the crawl has been stuck on 0% for 20 minutes. I've already refreshed the page and the issue persists." - Clear and specific: "My keyword rankings stopped updating three days ago. The last update shown is from Monday. Is there a known delay?" - Too vague to act on: "I need customer service." — Our team will need to ask what you need help with before they can assist, which adds time to your resolution. 🛠️ Common Reasons Customers Contact Support If you are not sure how to describe your issue, here are some common topics our team helps with — use these as a starting point: - A feature is not working as expected or producing incorrect results - You cannot access a tool, project, or report inside the platform - You have a billing or subscription question - You need guidance on how to use a specific feature or tool - You received an unexpected error message - Data appears missing, outdated, or inconsistent - You want to understand what a metric or report means 💡 Tips for a Faster Resolution Follow these best practices to reduce back-and-forth and get your issue resolved in a single interaction: 1. Be specific: The more context you provide upfront, the fewer follow-up questions our team will need to ask. 2. Include your project name: If your issue is tied to a specific project or domain, mention it by name so the team can locate it quickly. 3. Note the exact error message: Copy the full text of any error — even partial messages help narrow down the cause. 4. Note the time it occurred: If the issue happened at a specific time, include that timestamp so the team can check logs if needed. 5. Check the Help Center first: Search for your topic here — many common questions about features, billing, and tools are already answered in detail. 🚀 How to Reach a Human Agent Right Now If you have gathered your details and are ready to speak with someone, or if you have reviewed the Help Center and still need assistance, here is exactly what to do: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be instantly routed to a live member of our support team. 3. Share the information you gathered above — your project name, what you were trying to do, what happened, and any error messages — so the agent can begin helping you immediately without delay. 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 Get Technical Help Fast

🎯 Why This Article Exists Sometimes you run into an issue and just need to talk to a real person right away. That is completely understandable. However, giving our team a little context before connecting helps us resolve your issue faster — often without any wait at all. This guide walks you through how to get the right help as quickly as possible. 🔍 Step 1: Try to Identify Your Issue Before reaching out, take 30 seconds to note the following. You do not need all the answers — even partial information speeds things up significantly. - What were you trying to do? For example: running a site audit, generating content, using OTTO SEO, or building a report. - What happened instead? Did you see an error message, a blank screen, unexpected results, or nothing at all? - Where in the platform did it happen? Note the page name or URL (for example, /seo-automation-v3 for OTTO SEO features). - When did it start? Is this the first time, or has it happened before? 🧭 Step 2: Check These Common Areas First Many technical issues can be resolved quickly by checking the following before escalating to a teammate. - Quotas: Go to Top header bar → Quotas (visible on every page) to confirm you have not reached a usage limit for the feature you are trying to use. - Feature availability: On the Home page, select Open features menu to verify the feature is active on your current plan. - Browser basics: Try a hard refresh (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac), clear your cache, or switch to a different browser such as Chrome or Firefox. - OTTO SEO / OTTO: If you are working in the OTTO SEO section (Left sidebar → OTTO SEO → All Sites (SEO Automation)), confirm the correct project is selected and that your on-page tasks have been saved before re-running any automation. 💬 Step 3: Reach a Human Teammate Instantly If you have checked the above and still need help — or if your issue is urgent and you need to speak with someone right now — our support team is standing by inside the platform. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. When you open the chat, share the details you gathered in Step 1. The more context you provide, the faster your teammate can diagnose and fix the problem. 📋 Quick-Reference: What to Share With Support Use this checklist when you start the chat conversation so your teammate can help you immediately. 1. Your account email address. 2. The feature or tool you were using (for example, Report Builder, OTTO SEO, OTTO SEO, Content Genius). 3. The exact page or URL where the issue occurred. 4. A brief description of what you did and what happened. 5. Any error messages you saw — copy the exact text or take a screenshot. 6. Whether the issue is happening on one project or all projects. ⚡ Tips for a Faster Resolution - Do not close the chat window while waiting — responses are fast but closing the window may end your session. - Screenshots are welcome and very helpful. You can paste images directly into the chat widget. - If you were escalated by the AI assistant and your issue was not resolved, simply type human teammate again to ensure you are connected to a live person.

💬 How to Reach Live Support in Search Atlas

💡 Overview If you are experiencing a technical issue that you cannot resolve on your own — or if you simply need to speak with a real person — Search Atlas provides instant access to live human support directly inside the platform. No phone calls or emails are needed. This article explains exactly how to reach a support teammate and what to expect. 🚀 How to Connect with a Live Support Teammate 1. Log in to your Search Atlas account. 2. Look for the chat widget icon in the bottom-right corner of the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a member of our support team who can assist you in real time. 🛠️ When Should You Contact Live Support? Reaching out to a live teammate is the right move in the following situations: - You are experiencing a technical error or unexpected platform behavior. - An OTTO SEO task is not executing as expected. - Your sitemap, robots.txt, or crawl settings appear misconfigured. - PPC campaign data is showing incorrect or unspecified statuses. - A feature is unavailable or behaving differently than documented. - You need help that self-service articles have not resolved. 📊 Tips for Faster Resolution To help our team resolve your issue as quickly as possible, have the following information ready before starting the chat: - A brief description of the issue you are experiencing. - The name of the tool or feature involved (e.g., OTTO SEO, Local PPC, Site Auditor). - The domain or project name affected. - Any error messages or unusual behavior you have noticed. - Screenshots if possible — these help our team diagnose issues faster. ⚙️ What Happens After You Connect? Once you type human teammate in the chat widget, a support agent will join the conversation. They may: - Ask clarifying questions to understand the issue. - Investigate your account or project settings directly. - Escalate the issue to our technical or engineering team if needed. - Provide a workaround or resolution in real time, or follow up once the issue is investigated. If your issue requires deeper investigation, our team will keep you updated on progress and next steps. ❓ Frequently Asked Questions Is live chat available 24/7? Our support team operates during business hours. If no agent is immediately available, leave your message in the chat and a teammate will follow up as soon as possible. Can I use email or phone instead? The live chat widget inside the platform is the only supported contact channel. All support requests should be submitted through the chat. What if the chat widget is not visible? Try refreshing the page or clearing your browser cache. If the widget still does not appear, try accessing the platform in a different browser or disabling browser extensions that may be blocking it. 🔍 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.

💬 Get the Most From Live Agent Support

🧭 Overview When you request to speak with a live agent inside the Search Atlas platform, our support team is ready to help. However, to resolve your issue as quickly as possible, it helps to come prepared with a clear description of what you need. This article explains how to make the most of every support conversation — and what to do if you're not sure where to start. 🤔 Why Describing Your Issue Matters Our live support team can assist you much faster when they understand the context of your request upfront. If you type human teammate in the chat widget without describing a problem, the agent will need to spend time asking follow-up questions before they can begin helping you. Sharing key details from the start cuts that back-and-forth significantly. ✅ What to Include Before Requesting an Agent Before or right after you type human teammate, try to include the following information in your message: - What you were trying to do — for example, "I was trying to run a site audit" or "I was setting up OTTO SEO for a project." - What happened instead — describe the unexpected behaviour, error message, or missing result you encountered. - Where in the platform it occurred — mention the tool, section, or page name (e.g., Content Planner, Rank Tracker, AI Agent). - Any steps you already tried — let us know if you refreshed the page, retried the action, or checked any settings. - How urgent it is — if a deadline or client delivery is affected, say so. 📋 Example of a Helpful Handoff Message Instead of: "Talk to an agent" Try something like: "I'd like to speak with a human teammate. I was running an AI Agent task for keyword clustering and the task appeared to complete, but no results were saved. I've tried refreshing and restarting the task twice. This is for a client report due tomorrow." This gives the agent everything they need to start investigating right away. 🛠️ Not Sure What the Problem Is? That's Okay Too Sometimes you may notice that something feels off but you can't pinpoint exactly what went wrong. In that case, describe what you expected to happen versus what you observed. Even a vague description — like "the page looked different from usual" or "a feature I normally use isn't showing up" — gives the agent a useful starting point. You do not need to diagnose the issue yourself. Our team will work through it with you. Just share as much context as you can. ⚡ Common Reasons Customers Contact Support Here are some of the most frequent scenarios where speaking to a live agent is the right move: - A tool or feature is not loading or is behaving unexpectedly. - An AI Agent task did not complete or returned an error. - You're unsure which Search Atlas feature is best for a specific goal. - A project or report is missing data you expected to see. - You need guidance on a billing or account question. 💬 How to Reach a Live Agent 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 Get Fast Help from Our Team

Overview Sometimes you just need to talk to a real person — and that is completely fine. Whether you have a technical issue, a billing question, or you are simply unsure where to start, our support team is here to help. This article explains how to connect with a human teammate and how to prepare so we can resolve your issue as fast as possible. How to Reach a Human Teammate All support at Search Atlas is handled directly inside the platform through our live chat widget. Help is always just a few clicks away. 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open the chat window. 4. Type human teammate to be connected with a member of our support team. A real team member will join the conversation and work with you directly to understand and resolve your concern. How to Describe Your Issue Clearly To help our team assist you as quickly as possible, it helps to have a brief description of what you need before you start the chat. You do not need to have everything figured out — but even a few words go a long way. Consider sharing: - What you were trying to do — for example, run a site audit, set up a campaign, or access a report. - What happened instead — an error message, unexpected result, or something that looked wrong. - Where in the platform it occurred — the tool name or page where you noticed the issue. - Any steps you already tried — such as refreshing the page or retrying the action. If you are not sure how to describe the problem, that is okay too. Simply open the chat and type human teammate — our team will ask the right questions to help you get started. Not Sure What Your Problem Is? Sometimes you may feel stuck or frustrated without being able to pinpoint exactly what is wrong. This is more common than you might think, and our team is experienced at helping customers identify and articulate issues from scratch. You do not need to have a fully formed question before reaching out. Here are a few situations where it is perfectly fine to just start a chat: - You are unsure how a feature works and the help docs have not answered your question. - Something in the platform looks different than you expected and you are not sure if it is a bug. - You are new to Search Atlas and feeling overwhelmed about where to begin. - A task is not producing the results you anticipated and you are not sure why. What to Have Ready When You Connect To help our team resolve your issue as efficiently as possible, please have the following ready before or during your chat: - Your project or workspace name — so the team can locate 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.

🛠️ 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.

🕐 Getting Help When Support Is Temporarily Unavailable

🔍 Overview Search Atlas offers live support through the in-platform chat widget. During high-traffic periods or outside of standard support hours, live agents may not be immediately available. This article explains what to expect, how to prepare your request, and how to get connected with a human teammate as quickly as possible. ⚙️ How Live Support Works Our support team is available through the chat widget located in the bottom-right corner of the Search Atlas platform. When live agents are online, you can connect directly by typing human teammate in the chat. When agents are temporarily offline — such as during weekends or high-volume periods — the chat may be handled by our AI assistant until a teammate becomes available. It is important to note that the AI assistant cannot escalate your request on your behalf or guarantee a callback. Only a live agent can action escalations, issue resolutions, or account-level changes. 📋 What to Do Before Requesting Escalation To get the fastest resolution when a live agent becomes available, prepare the following information before opening a chat: - Describe the issue clearly: What were you trying to do, and what happened instead? - Note the exact error or behaviour: Copy any error messages or take a screenshot. - Record when it started: Include the date and approximate time of the first occurrence. - List the affected feature or tool: For example, OTTO SEO, Site Auditor, Keyword Research, etc. - Include your account email: This helps agents locate your account instantly. Providing these details upfront means the first available agent can begin resolving your issue immediately — without needing to ask follow-up questions. 🚀 How to Reach a Live Agent 1. Log in to your Search Atlas account. 2. Click the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a live support agent. 4. If no agent is available, leave your detailed message in the chat. Agents will follow up as soon as they return online. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. ⏰ What Happens During Off-Hours or Outages If you open the chat outside of live support hours, our AI assistant will acknowledge your message and keep a record of the conversation. When live agents come back online, your chat history is preserved so you do not need to repeat yourself — provided you have already described your issue in the chat before closing the window. Important: Simply requesting to speak with a human without describing the underlying issue may delay your resolution.

💬 Missing Follow-Up After a Support Chat

🔍 Overview If you were expecting a follow-up from a previous support chat and haven't heard back, this article explains why that can happen and the fastest way to get the help you need right away. ⚠️ Why Follow-Ups Sometimes Don't Arrive There are a few common reasons you may not have received a follow-up after a support conversation: - Chat session closed early: If the chat window was closed before a resolution was confirmed, the conversation thread may not have been flagged for follow-up. - Handoff between team members: If your original teammate was unavailable, the follow-up task may not have been passed along correctly. - No notification received: Platform notifications or browser permissions may have prevented you from seeing a response that was sent. - Longer resolution time: Some issues require investigation across multiple systems and may take longer than a single session to resolve. ✅ What to Do If You Haven't Heard Back The fastest way to get an update is to reconnect with our support team directly through the live chat widget. Follow these steps: 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click to open the chat and type human teammate to be connected with a live team member. 4. Briefly explain that you are following up on a previous conversation — include the date, the name of the teammate you spoke with (if you remember it), and a short description of the original issue. Providing those details helps our team locate your previous conversation quickly and pick up exactly where things left off. 💡 Tips to Speed Up Your Follow-Up - Note your chat date and time: Even an approximate timestamp helps our team find your session in our system. - Describe the issue briefly: A one-sentence summary of your original question saves time and gets you to a resolution faster. - Keep the chat window open: Once connected, try to stay in the session until the issue is fully resolved or a clear next step is confirmed. 🛠️ Preventing Missed Follow-Ups in the Future To make sure you always receive timely follow-up on open issues: - Before ending a chat, ask your teammate to confirm the next step and an expected timeframe. - Request a summary of the conversation so you have a reference point if you need to follow up yourself. - If an issue is complex, ask whether it has been escalated internally and who owns it going forward. 📞 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.

💬 How to Reach the Right Support Team

🗺️ Overview Search Atlas uses a centralised support system to make sure every customer gets help quickly and efficiently. All support requests — including requests to speak with a specific person or department — are handled through a single channel: the live chat widget inside the platform. 💡 Why You Cannot Contact Teams Directly Search Atlas does not publish direct contact details for individual team members or internal departments (such as the publication media team, outreach team, or any named colleague). This policy exists to: - Ensure your request is logged, tracked, and never lost - Get you connected to the right person faster than a direct message would - Maintain consistent, high-quality support for every customer If you have been given a specific person's name or a direct contact method by anyone, please be aware that routing your request through the chat widget is still the fastest and most reliable path to resolution. 🤝 How to Reach a Human Agent 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open a chat session. 4. Type human teammate to be connected with a member of our team. Once connected, you can explain exactly who you need to speak with and why. The agent will either assist you directly or route your request to the appropriate team on your behalf. 📋 Tips for Faster Routing To help the support team get you to the right place as quickly as possible, include the following details in your first message: - The team or area you need help with — for example, publication media, link building, billing, or technical support - A brief description of your request — one or two sentences explaining what you need - Any relevant account details — such as your project name, campaign, or order reference The more context you provide upfront, the less back-and-forth is needed before your request reaches the right person. ⚠️ A Note on AI Agent Responses Search Atlas uses an AI assistant to handle common questions in the chat widget. In some cases, the AI may suggest contact methods (such as an email address or a specific channel) that are no longer accurate. Please disregard any such suggestions. The correct and only way to reach a human is to type human teammate in the chat widget. Our team is continuously improving the AI assistant to prevent this confusion. 🙋 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.

How to Reach a Human Teammate

Getting Connected Quickly Our support team is made up of real people ready to help you succeed with Search Atlas. Connecting with a human teammate is fast and simple. To reach a member of our team: 1. Look for the chat widget in the bottom-right corner of the platform. 2. Click to open the chat. 3. Type human teammate in the message field. 4. Press send — you'll be connected with a real person right away. That's it. Just type the phrase and you'll be talking to someone who can help. Share Details for Faster Help When you connect with a teammate, sharing a few details upfront helps us resolve your question more quickly. Consider mentioning: - What you were trying to do — for example, setting up a campaign, running a report, or connecting a tool. - What happened instead — any error messages, unexpected results, or behavior you noticed. - Where in the platform — which page or section you were working in. - Screenshots — if you can capture what you're seeing, it helps us pinpoint the issue faster. You don't need all of this to get help — but every detail you share helps us get you an answer sooner. Try These Resources First While our team is always happy to help, you might find a quick answer in our self-service resources: - Knowledge Base — Browse articles covering setup, features, and common questions. - In-Platform Tooltips — Hover over icons and labels throughout the platform for quick guidance. - Onboarding Guides — If you're new to Search Atlas, check out the getting-started materials available in your dashboard. These resources are available 24/7 and cover many of the most common questions we receive. Response Times Our team monitors the chat widget during business hours and strives to connect you with a teammate as quickly as possible. When you type human teammate, you'll be placed in the queue and connected with the next available agent. If you reach out outside of standard hours, your message will be seen first thing the next business day. We're Here to Help Whether you have a quick question, need help troubleshooting, or just want guidance on getting the most out of Search Atlas, our team is here for you. Don't hesitate to reach out — no question is too small. 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 Unspecified Technical Issues Effectively

🎯 Why Describing Your Issue Matters When you reach out for support, the more clearly you describe your problem, the faster our team can identify the root cause and provide a solution. Vague or incomplete descriptions — even when escalated to a human teammate — can lead to delays, repeated back-and-forth, and conversations that end without resolution. This article walks you through how to identify and communicate your technical issue effectively before or during a support conversation. 🧩 Common Reasons a Problem Goes Unresolved - The issue was not described beyond a general feeling that something is wrong. - Only a term or concept was asked about (for example, asking what a CMS is) without connecting it to the actual problem being experienced. - The conversation moved to agent escalation before the core issue was identified. - No specific feature, page, or action was mentioned. If any of these sound familiar, the steps below will help you reframe your request so it leads to a real resolution. 🔍 How to Identify Your Underlying Issue Before contacting support or requesting a human teammate, take a moment to answer these questions: 1. What were you trying to do? For example: publishing content, connecting a CMS, running an automation, or reviewing a report. 2. What happened instead? Describe the unexpected result — an error message, missing data, a button that did not respond, or a feature that behaved differently than expected. 3. Where in the platform did it happen? Note the specific section. For example, OTTO SEO is accessed from the left sidebar under OTTO SEO → All Sites (SEO Automation) at the URL /seo-automation-v3. 4. When did it start? Was this the first time you tried this action, or did it work before? 5. What have you already tried? Refreshing the page, reconnecting an integration, retrying a step — include anything you attempted. 💬 What to Say When You Request an Agent When you open the chat widget and type human teammate, it helps our team enormously if you lead with a brief summary of your issue. Use this simple format: - I was trying to: [describe the action] - What happened: [describe the unexpected result or error] - Where: [name the feature or section, e.g. OTTO SEO, Site Auditor, Link Builder] - What I already tried: [any steps you already took] Example: "I was trying to publish an AI-generated article from the OTTO SEO section, but the publish button is greyed out and nothing happens when I click it. I refreshed the page and retried, but the issue persists." This level of detail allows our teammate to jump straight into troubleshooting rather than spending time gathering basic information. 📖 A Note on Definitions vs. Technical Problems Our support team is here to solve problems inside the Search Atlas platform. If you ask about a general concept — such as what a CMS (Content Management System) is — that is a helpful starting point, but it is not the same as reporting a technical issue. A CMS is any platform used to create, manage, and publish digital content, such as WordPress, Webflow, or Shopify. Search Atlas integrates with CMS platforms to streamline content publishing directly from the platform. If you were asking about a CMS because you are having trouble connecting one to Search Atlas, or because a CMS-related step in a workflow is not working, that is the technical issue worth describing. Sharing that context ensures the conversation moves toward a real fix. ✅ Quick Checklist Before Escalating - I can name the feature or section where the issue occurred. - I can describe what I was trying to do and what happened instead. - I have noted any error messages or unexpected behavior I observed. - I have tried at least one basic troubleshooting step (e.g. refresh, retry, re-login). - I am ready to share my account details if asked. Running through this checklist before or during a chat conversation significantly increases the chance of resolving your issue in a single interaction. 🙋 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.

💬 Getting the Best Support Experience with Search Atlas

🌟 We're Sorry If a Previous Interaction Fell Short We hold our support team to a high standard, and we sincerely apologise if a previous chat session ended before your issue was fully resolved. Regardless of the reason a conversation closed, you are always welcome to reconnect and we will pick up right where you left off. Your experience matters to us, and we want to make it right. 💬 Our Only Support Channel Is Live Chat Search Atlas provides customer support exclusively through the live chat widget built into the platform. We do not currently offer phone or email support. We understand some customers prefer speaking by phone, and we appreciate that feedback — however, our live chat is designed to be just as fast and personal, especially when connected directly to a human teammate. To reach a real person immediately: 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. ⏱️ There Is No Typing Speed Requirement A chat session should never end because you needed a moment to think, look something up, or type at your own pace. Our team is here to support you — not to rush you. If a previous session ended unexpectedly while you were still composing your message, that is not the experience we want you to have, and we encourage you to reach back out so we can help you properly. 📋 How to Get Help Efficiently in Live Chat To help our team resolve your issue as quickly as possible, consider sharing the following details when you start a new chat: - Your domain or project URL (for example, the website you need help with inside Search Atlas). - A brief description of the issue or question you have. - Any steps you have already tried or error messages you have seen. - The name or approximate date of a previous conversation, if you want us to review what happened. Providing these details upfront means our teammate can get straight to resolving your issue without needing to ask multiple follow-up questions. 🔄 Continuing an Interrupted Conversation If your previous chat ended before your issue was resolved, do not worry — you do not need to start from scratch. When you reconnect via the chat widget and type human teammate, let the agent know you were previously speaking with someone and briefly describe your issue. Our team can review prior interactions and continue helping you without making you repeat yourself. 📣 How to Share Feedback About a Support Interaction If you feel a support interaction did not meet your expectations — including if a session ended prematurely — we encourage you to let us know. You can do this directly in your next chat session. Simply tell the teammate that you would like to share feedback about a previous experience. This helps us improve the quality of support for all customers. 🛠️ Common Issues We Can Resolve in Live Chat Our human teammates are equipped to help with a wide range of topics, including: - SEO project setup, audits, and reporting questions. - OTTO SEO configuration and recommendations. - Keyword research, backlink analysis, and content tools. - Billing, plan changes, and account access. - Technical issues or unexpected errors inside the platform. No issue is too small. If something is not working the way you expect, we want to know about it. ❓ 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.

💬 How to Reach Search Atlas Human Support

💬 Overview Search Atlas support is available entirely through the in-app live chat widget. There is no support phone number or monitored support email address. The chat widget is the fastest and most direct way to get help from a real person on our team. 🚀 How to Reach a Human Teammate 1. Log in to your Search Atlas account at app.searchatlas.com. 2. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 3. Click the icon to open the chat window. 4. Type human teammate and press Enter. 5. You will be connected with a member of our support team. ❓ Why Can't I Use Email? We have moved all customer support exclusively to the in-app chat to make sure your questions are seen and answered as quickly as possible. Any emails sent to Search Atlas addresses are not actively monitored for support requests, so you may not receive a timely response through that channel. Using the chat widget ensures your conversation is logged, tracked, and routed to the right person right away. ⏰ When Is Support Available? Our team is available during business hours. If you reach out outside of those hours, leave your message in the chat and a teammate will follow up as soon as they are back online. You do not need to stay in the chat window — replies will be waiting for you when you return. 💡 Tips for Faster Help - Describe your issue clearly — include what you were trying to do and what happened instead. - Share screenshots — visual context helps our team diagnose issues faster. - Mention your workspace or project name — this helps us locate your account quickly. - Stay in the platform — the chat widget keeps a full history of your conversation so you can pick up where you left off. 🛠️ Need Further Assistance? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

⚡ Understanding Search Atlas Support Response Times

🎯 What This Article Covers This article explains how Search Atlas customer support works, what response times you can expect, and the fastest way to get connected with a real person when you need help. 💬 How to Contact Search Atlas Support Search Atlas support is available directly inside the platform through the live chat widget. There is no phone number or email address — the chat widget is the single, fastest way to reach us. 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open a chat session. 4. Type your question or describe your issue to get started. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. ⏱️ What Are Typical Support Response Times Our support team aims to respond quickly so you can get back to work without delay. Here is what you can generally expect: - Live chat (bot): Instant — available 24/7 to answer common questions and guide you through the platform. - Live chat (human teammate): Typically within a few minutes during business hours when you type human teammate in the chat widget. - Off-hours requests: A team member will follow up as soon as the next available agent comes online. Response times may vary slightly during periods of high demand, but connecting through the chat widget always gives you the shortest wait time. 🧪 Testing Support Response Speed If you opened a chat session specifically to test how quickly our support team responds, that is completely fine — we appreciate you checking! Here is what to keep in mind: - The fastest way to benchmark response time is to open the chat widget and type human teammate to request a live agent. - You do not need to have a technical issue to start a conversation — our team is happy to assist with general questions, platform walkthroughs, or account inquiries. - If you need to leave before a response arrives, you can close the chat window and return later. Your conversation history is saved so you can pick up where you left off. 💡 Tips for Getting Help Faster Follow these best practices to make every support interaction as efficient as possible: - Be specific: Include the feature name, what you were trying to do, and what happened instead. - Share a URL: If the issue relates to a specific page or project inside Search Atlas, copy and paste the URL into the chat. - Mention your goal: Letting the team know what you are trying to achieve helps them give more relevant guidance. - Stay in the chat if possible: Keeping the chat window open speeds up back-and-forth communication significantly. 🛠️ Common Questions Our Support Team Handles Not sure if your question is worth raising with support? Our team regularly helps customers with topics such as: - Getting started with features like OTTO SEO (find it in the left sidebar under OTTO SEO → All Sites (SEO Automation)). - Understanding billing, plans, and account settings. - Troubleshooting unexpected errors or missing data. - Requesting walkthroughs of specific tools or workflows. - Providing feedback or feature suggestions. No question is too small. If something is unclear or not working as expected, the support team is here to help.

👤 Managing Your Account and Getting the Right Help

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

📋 How to Follow Up on Unresolved Support Tickets

🔍 Overview If you submitted a support request and have not received an update, you can follow up in the original support conversation. Keeping your follow-up connected to the original request helps preserve the relevant context. 🛠️ How to Follow Up 1. Open your original support conversation. Return to the conversation where you first reported the issue. 2. Send a concise follow-up message. Explain that you are checking on the unresolved request and briefly restate what you need help with. 3. Include the available context. Add the date of your original request and any details that help identify the issue, such as the affected project or feature. 4. Keep the conversation together. Reply in the original thread rather than creating multiple separate requests about the same issue. 💡 Information to Include When following up, provide any information you have that can help the support team locate and understand the request: - The date you first reported the issue. - A brief description of what remains unresolved. - The project, domain, or feature involved, if applicable. - Any relevant error message or additional context. 📌 If the Issue Remains Unresolved If you still need help, continue the original support conversation with a clear update and the information listed above. This gives the team the context needed to review the outstanding request and respond. 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 the Search Atlas Help Center

🗺️ Where Is the Help Center? The Search Atlas Help Center is available directly within the platform. You do not need to navigate to a separate website or bookmark an external link — everything is accessible from inside your account. 🖱️ How to Access the Help Center Once you are logged in to your Search Atlas account, look for the Help Center access point within the platform navigation. Clicking it will open the Help Center, where you can search for articles and browse support resources without leaving the platform. 💡 What You Can Find in the Help Center The Help Center contains a wide range of resources to help you get the most out of Search Atlas, including: - Getting started guides — step-by-step walkthroughs for new users. - Feature documentation — detailed explanations of every tool and setting. - Troubleshooting articles — solutions to common issues. - Best practice tips — advice for improving your SEO workflow. 🔎 Tips for Finding Answers Faster To get the most relevant results when searching the Help Center: - Use specific keywords related to the feature or issue (e.g., "OTTO SEO setup" or "keyword research filters"). - Browse by category if you are unsure of the exact terminology. 🛠️ Still Need Help? If you cannot find what you are looking for in the Help Center, our support 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.

🤝 How to Reach Human Support at Search Atlas

How to Contact a Human Teammate Search Atlas provides live human support through the in-platform chat widget. All direct assistance is handled through the chat widget built into the platform itself. Why We Use In-Platform Chat Centralising support in one place means faster response times, a full history of your conversation, and no missed messages. Every interaction is logged so any teammate who picks up your chat can see the full context of your issue without you needing to repeat yourself. Getting Connected with a Human Teammate To reach a human teammate, open the chat widget in the platform. You can request to speak with a live teammate directly through the chat widget. Support Hours Human teammate support is available during business hours. If you reach out outside of those hours, a teammate will follow up with you as soon as they are back online. Tips for a Faster Resolution To help our team resolve your issue as quickly as possible, include the following when you open a chat: 1. A clear description of what you were trying to do 2. The specific feature or tool where the issue occurred 3. Any error messages you saw, including exact wording or screenshots 4. The steps you already tried before reaching out The more detail you provide upfront, the faster a teammate can diagnose and fix your issue without back-and-forth. 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.

🗨️ Reaching Support: Chat-First Help at Search Atlas

🔍 Overview Search Atlas does not offer phone support. All customer support — including account questions, billing issues, and technical help — is handled through the live chat widget built directly into the platform. This allows our team to respond quickly, keep a full record of your conversation, and escalate your case to the right specialist without you having to repeat yourself. 💬 How to Reach a Human Agent You can connect with a real person at any time through the chat widget. Here is how: 1. Log in to your Search Atlas account. 2. Open the chat widget in the platform. 3. Request to speak with a human agent. 4. You will be connected with a member of our support team. There is no need to navigate a phone menu or wait on hold. The chat widget connects you directly to our support team. 💳 Getting Help With Billing and Account Issues Billing and account questions are fully supported through the chat widget. When you connect with a human teammate, you can ask about: - Charges or invoices on your account - Plan changes or cancellations - Account access problems To help our team resolve your issue as quickly as possible, have the following details ready before starting the chat: - The email address associated with your Search Atlas account - A brief description of the issue - Any relevant dates or invoice numbers if you have them 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.

💬 Getting the Most From Live Chat Support

🎯 Why a Clear Question Gets You Faster Help When you open the chat widget and send a general greeting like "hello" without describing your issue, the automated assistant may not be able to escalate your conversation to a human teammate. This is because the system needs to understand what your issue is in order to route you correctly. This back-and-forth adds waiting time for you and can result in an escalation failure — meaning you never get connected to a real person. Taking 30 seconds to describe your issue upfront means the system can route your request correctly and our team can jump straight to solving your problem — no extra rounds of questions needed. ✅ What to Do If Your Chat Is Not Escalating If you sent a greeting and the chat did not escalate to a human agent, here is what to do: 1. Type your issue clearly in the chat — describe what you were trying to do, what happened instead, and any error messages you saw. This gives the system enough information to route your request to the right team. 2. Mention the feature or tool involved — for example, describe which part of the platform you were using and what went wrong. 3. Add relevant details — include the project name, URL, or a description of the error if it helps explain the problem. 4. Request to speak with a team member — if the automated assistant has not connected you with a human agent, explicitly state in the chat that you need to speak with a person. 📋 Example: Weak vs. Strong Chat Openers Here is the difference a well-formed message makes: - Weak opener:"hello" — The system cannot determine what feature, what problem, or what account is affected, so escalation may fail. - Strong opener:"Hi, I cannot export my article. I click Export and nothing happens. My project is called 'Blog Q3 2026'." — The system can route this immediately to the right team. A strong opener typically includes what you were doing, what went wrong, and where inside the platform it happened. 🛠️ Common Details That Speed Up Resolution Depending on your issue, try to include one or more of the following: - The tool or feature name you were using - The URL or domain you were working on - The exact error message displayed on screen - The steps you already tried (e.g., refreshed the page, cleared cache) - A screenshot of the issue if available 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.

🧭 Am I in the Right Place? Link Laboratory Orders vs. Publication Media Publishers

🔍 Who Is This Help Center For? This is the official Help Center for Link Laboratory (Publisher Exchange) clients. If you purchased a link placement, submitted an order, or are managing a campaign through Link Laboratory, you are in exactly the right place and our team is ready to assist you. However, if you are a publisher or content creator who works with Publication Media, please be aware that Publication Media is a completely separate, unrelated platform with its own dedicated dashboard and support. Read on to find the correct destination for your situation. ✅ Link Laboratory Clients: You're in the Right Place If you are a Link Laboratory client and have a question about an order — for example, an order like #1234 — this Help Center and our chat support team can assist you directly. No other product, dashboard, or external tool is involved in managing your Link Laboratory orders. Our chat support can help you with: - Checking the status of a specific order - Requesting updates or revisions on a placed order - Understanding your campaign details or delivery timeline - Resolving any issues related to your Link Laboratory account or purchases Simply open the chat widget and a member of our team will be with you shortly. 🚫 Publication Media Publishers: You Are in the Wrong Place If you publish content through Publication Media, please note that Publication Media is an entirely separate publisher network with no connection to Link Laboratory or this Help Center. We are not able to access Publication Media accounts, orders, or publisher information from here, and our team cannot assist with Publication Media-related matters. To get the help you need, please go directly to the Publication Media platform: 1. Visit https://dashboard.publication.media/login 2. Log in with your Publication Media publisher credentials 3. Use the support resources available within that dashboard Reaching out through this Help Center will not resolve Publication Media issues, so please make sure you are using the correct platform to avoid any delays. 💬 Still Not Sure? We Can Point You in the Right Direction If you are unsure which platform you belong to or need help identifying the right place to go, our chat team is happy to clarify. Just let us know the context of your question and we will do our best to guide you appropriately. 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.

💬 Search Atlas Support Channels Explained

What Support Channels Does Search Atlas Offer? Search Atlas provides customer support exclusively through the live chat widget built into the platform. There is no phone number, no video call option, and no external email address for customer support. This single-channel approach lets our team respond quickly, keep a clear record of your conversation, and share screenshots, links, and step-by-step instructions directly in the chat — making it faster and more effective than a phone or video call. How to Reach a Human Teammate via Chat 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our support team. Our team is available to help with account questions, technical issues, billing, and anything else you need. Why Chat Support Works Better Than Phone or Video - Instant written record: You get a full transcript of the conversation you can refer back to at any time. - Faster sharing: Agents can send you direct links, screenshots, and formatted instructions that would be impossible to share clearly over a call. - No hold times: You do not need to wait on hold. Send your message and continue working while our team prepares a response. Tips for Getting Help Faster - Describe the issue clearly: Include what you were trying to do, what happened, and what you expected to happen. - Share the URL: Copy and paste the page address from your browser so the agent can navigate straight to the right area. - Attach a screenshot: A screenshot of any error message or unexpected behaviour helps the team diagnose the issue immediately. - Mention your workspace: If you manage multiple projects or client accounts, let the agent know which one is affected. Explore Self-Service Resources Before opening a chat, you may find your answer faster in one of these resources: - Knowledge Base: Browse step-by-step articles covering every feature in Search Atlas. - SEOTheory Community: Connect with other Search Atlas users, share tips, and ask questions. Access it from within the platform. - Training Sessions: Explore guided training sessions available directly inside the platform. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🗂️ Order Citations Without a Search Atlas Project

Overview You do not need to set up a Search Atlas project to order citations for a business. You can purchase Hyperdrive credits through the Billing section of your account and then place a citation order directly inside the Local Citations tool. This guide walks you through the general process. Step 1: Purchase Hyperdrive Credits 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right to open the Avatar Menu (👤), then select Billing. 3. Locate the Hyperdrive Credits section on the Billing page. 4. Choose the number of credits you want to purchase and complete the checkout process. 5. Once payment is confirmed, your credits are added to your account and are available to use across any citation order. Step 2: Open the Local Citations Tool 1. Navigate to the Local Citations tool within your Search Atlas account. 2. The citation ordering interface will open. You do not need an existing project to proceed. Step 3: Enter the Business Details When you open the citation ordering interface, the business information fields may be pre-populated with details from a previously used business or project. You can clear those fields and enter the correct business information for the order you want to place. 1. Review any pre-populated business information shown at the top of the form. 2. If the wrong business is shown, click into the relevant field and update or replace the existing content with the correct details. 3. Complete all required business details, which typically include the business name, address, phone number, website URL, and business category. Important: Updating a pre-populated entry only affects the current order form. It does not permanently delete any saved project or business profile in your account. Step 4: Configure and Place Your Citation Order 1. After entering the correct business information, select the citation packages or directories you want the business listed on. 2. Review the total Hyperdrive credit cost shown in the order summary and confirm you have sufficient credits available. 3. Submit the order using the available submit option to complete the citation submission. 4. Your order status will be reflected in the Local Citations section of the platform once the submission is processed. 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 Get Help from Our Support Team

🎯 Why Describing Your Issue Helps You Faster When you open the chat widget, our support bot is designed to route you to the right resource quickly. If you type only "agent" or a partial word without explaining your issue, the system may not be able to connect you efficiently or understand what kind of help you need. Taking a few extra seconds to describe your problem — even in one sentence — helps our team resolve your request significantly faster. ✅ How to Reach a Human Support Agent Follow these steps to connect with a real person on our support team: 1. Click the chat widget in the bottom-right corner of the Search Atlas platform. 2. Type a brief description of your issue (see tips below). 3. If you still need personal assistance, type human teammate in the chat to be connected with a member of our team. 💡 Tips for Describing Your Issue Clearly You do not need to write a long explanation. A single clear sentence is enough to get you to the right place. Here are some examples of helpful messages: - Instead of: "agent" — Try: "I need help connecting a tool to my account." - Instead of: "tevh" — Try: "I am having a technical issue with my dashboard." - Instead of: nothing — Try: "I am not sure where to start — can someone walk me through the platform?" Even a vague description like "I have a general question about Search Atlas" gives our team enough context to help you right away. 🛠️ Common Issues We Can Help With Not sure what to ask? Here are some of the most common topics our support team assists with: - Connecting third-party tools and integrations to your Search Atlas account - Understanding how to navigate or use specific features in the platform - Troubleshooting unexpected errors or broken functionality - Getting started with OTTO SEO or other Search Atlas tools - Billing, plan, or account access questions 📋 What to Have Ready Before You Chat To help our team resolve your issue as quickly as possible, have the following information handy when you start the chat: - Your account email address - The name of the feature or tool you are using - A brief description of what you were trying to do - Any error messages you may have seen 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 Stuck Payments and Playbook Execution Issues

Overview Two separate issues can sometimes affect your Search Atlas experience at the same time: a payment page that stays stuck on "Processing" without completing, and a playbook that won't execute for a website. This article explains what to expect and what information to have ready when you contact our team for help. Payment Page Stuck on Processing If your payment page has been showing "Processing" for an extended period — in some cases several days — without completing or confirming your transaction, this is a known issue that requires backend investigation by our team. What causes this? The payment may appear unresolved on your end even if a charge has already been applied. Our team needs to manually verify your payment status and unlock your account if needed. What to Do If Your Payment Is Stuck 1. Do not attempt the payment again — submitting a second payment while the first is unresolved may result in a duplicate charge. 2. Check your email inbox for a receipt or confirmation email. If you received one, your payment likely went through successfully. 3. Check your bank or card statement to confirm whether a charge has been applied. 4. Contact our support team with the following information so we can resolve this quickly: - Your account email address - The approximate date and time the payment was initiated - A screenshot of the stuck payment page if available Playbook Not Running for a Website If you are trying to run a playbook for a specific website and it appears to hang or never start, this is a separate known issue that requires investigation by our team — it is not related to your payment or subscription status. What to Do If Your Playbook Is Stuck Because this issue requires backend action to resolve, please contact our support team and have the following ready: - The name of the website or project the playbook is associated with - The exact name of the playbook you are trying to run - The date and time you first noticed the issue - Any error message or status indicator displayed on screen (exact wording if possible) Our team will investigate and take the necessary action to get your playbook running 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.

How to Reach a Specific Support Teammate

🗺️ How Our Live Chat Support Works When you open the live chat widget in the bottom-right corner of the Search Atlas platform, your conversation is routed to the first available member of our support team. This ensures you receive help as quickly as possible, no matter when you reach out. Our team is made up of knowledgeable support specialists who can assist with any Search Atlas question — from OTTO SEO and keyword research to billing and technical issues. 🙋 Requesting a Specific Team Member We completely understand that you may have built rapport with a particular teammate and prefer to continue working with them. Here is what you need to know: - Agent-specific routing is not guaranteed. Our chat system connects you with whoever is available at that moment to minimise your wait time. - You can always make a request. Once connected, let the teammate know you were previously working with someone specific and ask whether that person is available. The team will do their best to accommodate you. - Previous context can help. Mentioning your account email and a brief summary of your prior conversation will help any agent assist you efficiently. 📅 Weekend and After-Hours Availability Support coverage may be reduced outside of standard business hours, including weekends and public holidays. During these periods: - Response times may be longer than usual. - Fewer agents are online, so requesting a specific teammate is less likely to be possible. - You can still leave a message in the chat widget and a teammate will follow up as soon as they are available. ✅ Tips for the Fastest Support Experience 1. Open the chat widget in the bottom-right corner of the platform and request to speak with a live agent. 2. Mention the name of the teammate you previously worked with — if they are available, the team will try to transfer you. 3. Include your account email and a brief description of your question so any agent can pick up right where you left off. 📞 Getting Further Help If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛠️ Get Immediate Help for Platform Issues

🔍 Overview If you are experiencing a technical issue on the Search Atlas platform that is blocking your work, this article explains how to reach a live support agent so your issue can be investigated and resolved. 📋 Step 1: Gather Information Before Escalating When you contact support, having the right details ready helps our team diagnose your issue faster and avoids back-and-forth delays. Please note the following before starting a chat: - What you were doing when the issue occurred. - The exact URL where the problem appeared (copy it from your browser's address bar). - Any error message displayed on screen — copy the full text or take a screenshot. - Whether the issue is ongoing or happened only once. 🚀 Step 2: Connect with a Live Agent To get your issue escalated and resolved, connect directly with a member of our support team through the platform's chat widget. A live agent will investigate your issue in real time and close the ticket once it is resolved. 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 Connect With a Human Support Agent

🎯 Overview If you need personalised help from a real person — not a bot — Search Atlas makes it easy to request help from a human support teammate through the platform. 💬 How to Reach a Human Agent 1. Log in to your Search Atlas account. 2. Open the available support chat option inside the platform. 3. Request to speak with a human support teammate. 4. Describe the question or issue you need help with. Our team can help with questions and issues that require human assistance. ⏰ When Should You Contact a Human Agent? The chat assistant can handle many common questions automatically. However, reaching out to a human teammate is the right move when: - You are experiencing a technical issue that automated guidance hasn't resolved. - You need help with account access, billing, or plan changes. - A feature is not behaving as expected and you need it escalated. - You have a time-sensitive problem affecting your workflow. - You need guidance on a complex SEO strategy within the platform. 💡 Tips for a Faster Resolution To help our team resolve your issue as quickly as possible, have the following ready before you start the chat: - A clear description of the issue or question. - The name of the tool or feature you are working with. - Any error messages you have seen, copied exactly as they appear. - Relevant details that help explain what happened and what you expected to happen. 🔍 Before You Chat — Quick Self-Help Checks Sometimes a fast fix is just a few clicks away. Try these steps before opening a chat: - Refresh the page and try the action again. - Review relevant Search Atlas Help Center articles. - Note any error message or unexpected behaviour before contacting support. If none of these steps resolve your problem, contact support through the platform and request help from a human teammate. 📞 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.

⚡ How to Reach Support and Resolve Routing Failures After Page Generation

Overview This article explains how to get live help inside Search Atlas and covers a common platform issue customers encounter: routing failures after page generation. This is a known, resolved behaviour — but if you run into it, this guide will help you act quickly. How to Reach a Human Support Agent Search Atlas support is available directly inside the platform via live chat. Everything is handled through the chat widget. 1. Look for the chat widget icon in the bottom-right corner of any page inside the platform. 2. Click the icon to open the chat window. 3. Type human teammate to be connected with a member of our support team. If you reach out on a weekend or outside business hours, a support agent will follow up with you as soon as the next available team member is online. You do not need to submit a separate request — your chat is saved and will be picked up. Routing Failures After Page Generation If you generate pages inside Search Atlas and the routes appear to be missing or broken immediately after generation, this is a known timing behaviour — not a permanent error. What happens: After pages are generated, routes can take 15 to 20 minutes to propagate fully. During this window, links or previews may return a 404 or appear inactive. What to do: - Wait 15–20 minutes after generation before testing or sharing page URLs. - Refresh the page after the wait period to confirm routes are live. - If routes are still missing after 30 minutes, open the chat widget and type human teammate for assistance. Have your project name, the affected page URLs, and the approximate time of generation ready so the team can investigate 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.

🔍 Understanding Search Atlas Platform Features and Scope

🤔 Is This a Search Atlas Feature? Search Atlas is an SEO SaaS platform built to help you grow organic traffic, manage content, audit websites, and track rankings. If you have received guidance or seen a request related to changing a ringtone, this falls outside the scope of Search Atlas features and functionality. Our platform does not include any ringtone, audio, or device-sound settings. If you arrived at this article looking for that, you may be looking at the wrong tool — and we want to make sure you get the right help fast. ✅ What Search Atlas Actually Covers Here is a quick overview of the core areas Search Atlas supports: - OTTO SEO: AI-powered on-page optimisation and automated SEO tasks - Site Explorer: Backlink analysis, domain authority tracking, and holistic SEO scoring - Content Builder: AI-assisted article creation and publication workflows - Keyword Research: Keyword discovery, clustering, and search intent analysis - Team Management: Inviting teammates, assigning roles, and managing workspace access - Reporting & Dashboards: Traffic, ranking, and performance reports 🛠️ What To Do If You Need Help With a Platform Feature 1. Use the search bar at the top of this Help Center to look up any Search Atlas feature by name. 2. Browse articles by category to find step-by-step guides for the tool you are using. 3. If you cannot find what you need, our team is ready to help directly inside the platform. 💬 Contact Our Support Team If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛟 Getting Help When Your Chat Was Disconnected

🤝 We're Sorry Your Previous Chat Ended Unexpectedly We sincerely apologize if a previous support session ended before your issue was resolved. Every customer deserves patient, attentive help — regardless of how quickly they type or how complex their question is. This should not have happened, and we take this seriously. This article explains how to reconnect with our team, what to expect from a support interaction, and how we're working to improve your experience. 💬 How to Reach Our Support Team Our support team is available exclusively through the live chat widget inside the Search Atlas platform. This is the fastest and most effective way to get help. 1. Log in to your Search Atlas account at app.searchatlas.com. 2. Look for the chat widget in the bottom-right corner of the screen. 3. Type your question or describe your issue in detail. 4. To speak directly with a human agent, type human teammate in the chat. You will be connected to a member of our team. There is no need to wait to be asked a question or to respond within a set time frame. Take as much time as you need — our team is here to help at your pace. 📞 Why We Don't Offer Phone or Email Support We understand that some customers prefer to speak with someone over the phone or via email. We appreciate that feedback. At this time, live chat is our only supported contact channel. This allows us to keep response times fast, maintain a full record of your conversation, and share links, screenshots, and step-by-step instructions in real time. We are continuously reviewing our support offering and value knowing your preferences. You are welcome to share feedback directly in the chat. 🛠️ What to Do If You Were Disconnected Mid-Issue If your previous chat ended before your problem was resolved, here's how to get back on track quickly: - Reopen the chat widget in the bottom-right corner of the platform. - Type human teammate to be connected with a live agent immediately. - Briefly describe what happened — for example, that a previous chat ended unexpectedly and your issue is still unresolved. - Share the domain or account details relevant to your issue (for example, your website URL) so the agent can pull up the right information quickly. - If you have a previous chat transcript or reference number, mention it — this helps the team pick up where you left off. ✅ What to Expect From Every Support Interaction Every interaction with the Search Atlas support team should meet these standards: - Patience: Agents will never end a chat because you need more time to type or think. - Accuracy: Our team will only share information they can verify — they will tell you clearly if something needs to be escalated or checked further. - Clarity: You will receive clear, step-by-step guidance without confusing jargon. - Continuity: If an issue cannot be resolved in one session, the agent will ensure a clear next step is in place before the chat ends. If your experience does not meet these standards, please let us know immediately in the chat so we can address it. 📊 We're Actively Improving Our Support Experience We are aware that some customers have received inconsistent guidance from our support system — including incorrect information about account status, billing, or escalation steps. Our team is actively working on fixes to ensure every interaction is accurate and helpful. We appreciate your patience as these improvements are rolled out. 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.

🛠️ Relay Support and In-App Help

📍 Where to get Relay support Relay support is available through the live chat widget inside the Search Atlas platform. You can open it from the bottom-right corner while using the app, including when working in Relay-related workflows. 💬 How to contact support 1. Sign in to Search Atlas. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to connect with a member of our team. 4. Describe the Relay issue, including what you were trying to do and any error message you saw. 🧭 What to include in your request To help us investigate faster, include the affected workspace, the page or workflow where the issue occurred, the steps you followed, and screenshots or exact error text when available. Do not share passwords, API keys, or other sensitive credentials. 🔧 Quick troubleshooting steps - Refresh the page and try the action again. - Confirm that you are using the correct workspace. - Check whether the issue affects one workflow or multiple areas of the platform. - Record the time the issue occurred and any related warning or error message. 🤝 Get help with Relay issues If Relay is unavailable, behaves unexpectedly, or you are unsure where to find a Relay feature, contact support directly through the in-app chat. 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.

🛠️ Published Post Removed From Queue Explained

🔍 What This Article Covers You published a post before its deadline, but you received an email saying the post is being removed from your queue for taking too long. This article explains why this happens, what it means for your payment, and the exact steps to take next. ⚠️ Why You Received This Email Removal emails are sent automatically when the platform does not record a Published status for a post within the expected publishing window. In many cases, the post was actually published on time — the system simply did not register it before the deadline check ran. Common causes include: - Publishing pipeline delays: posts can remain in a Publishing state longer than usual while the queue works through a backlog. - Timing detection gaps: the post went live at its destination (for example, your website or Google Business Profile), but the confirmation did not sync back to the platform before the deadline check. - Status sync lag: a short delay between the moment content goes live and the moment your dashboard updates. These are timing issues on the platform side. This email is not a judgment on the quality of your work, and it does not cancel work you have already completed. 💰 What This Means for Your Payment If your post is live and publicly visible, you will still be paid. A removal email does not reverse payment for a post that was genuinely published on time. Once our team verifies the live post, it is restored to the payment queue and processed in the normal payment cycle. To qualify, the post must be live at its assigned URL and visible to anyone visiting that link, without requiring a login. Important: do not delete the live post. Our team needs it in place to verify publication and confirm your payment. 📋 Steps to Resolve This 1. Confirm the post is live. Open the post URL in an incognito or private browser window to make sure it is publicly visible without logging in. 2. Copy the live link. Save the exact URL where the post appears, along with the date and approximate time it went live, if you have them. 3. Check the post status. Review the post in your dashboard. If it still shows Publishing, this confirms a sync delay rather than a publishing failure on your end. 4. Contact our team. Open the chat widget and share your live link so we can verify the post and restore it to the payment queue. 🛡️ How to Reduce the Chance of This Happening - Publish several hours before the deadline rather than right at the cut-off, giving the system time to register the post. - After publishing, refresh your dashboard and confirm the status changes to Published before you close the tab. - Keep a copy of the live URL for every post you publish. - If a post appears stuck in Publishing for an extended period, contact us before the deadline so we can check the queue while there is still time. 💬 Still Need Help? Have your live post link ready, along with the title of the assigned post and the removal email you received. This helps us verify publication quickly and protect your payment. 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.

⚡ Instant Indexing Requires a Pro, Agency, or Enterprise Plan

📋 Overview Instant Indexing pushes your URLs directly to search engines for faster discovery. This feature is only available on the Pro, Agency, and Enterprise plans. Accounts on lower-tier plans will receive an error when attempting to activate it. ⚠️ Understanding the HTTP 400 Error When you attempt to activate Instant Indexing on an ineligible account, the API returns: - HTTP 400 — "Unable to activate indexing" - is_transient: false — This confirms the error is not temporary or retriable. The account does not meet the plan requirement. This error persists even with the pixel installed, GSC connected, and sitemap registered — plan eligibility is checked separately before activation is allowed. ✅ How to Resolve This 1. Log in to your Search Atlas account. 2. Navigate to the top-right corner (avatar) → Billing → Plans & Top-ups tab (Billing). 3. Upgrade to the Pro, Agency, or Enterprise plan. 4. Once the upgrade is confirmed, return to your OTTO project and activate Instant Indexing again. Your existing OTTO configuration — pixel, GSC connection, and sitemaps — will be preserved after upgrading. 💬 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.

💬 Understanding Search Atlas Support Chat Guidelines

Overview Our support team occasionally handles test or accidental conversation closure requests. If you opened a support conversation by mistake or for testing purposes, our team will close it on their end — no action is required on your account, and there is nothing to worry about. What Happens When a Test or Accidental Conversation Is Closed Closing a test or accidental conversation is a routine backend action performed by a support agent. It has no impact on your account, your subscription, or any active projects. You do not need to take any steps on your side. 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 Citation Name Delays, Billing Errors & Account Repair

Overview This article covers three related issues that can occur with Local Citations campaigns in Search Atlas: outdated business names appearing on directory listings, incorrect billing charges, and account repair steps needed after a refund is processed. Each section below explains what causes the issue, what to expect, and what you can do right now. Why Your Old Business Name Still Appears on Listings When you submit a Local Citations campaign, Search Atlas distributes your updated business information — including your business name — to directories such as Yellow Pages, Yelp, and dozens of other publishers. However, seeing the old name on live listings after submission is a known delay issue and does not mean the update failed. Here is what causes the delay: - Publisher review queues: Each directory independently reviews and approves submitted data. Some publishers take days; others can take several weeks. - Cached data: Directories sometimes display cached versions of your listing while the new data is being processed in the background. - Stuck submission phases: In rare cases, campaigns can get stuck in the Submitting or Live Checks phase. Our engineering team has resolved a platform-wide bug related to this, but individual campaigns may still require a manual push. What you can do: 1. Wait up to 4–6 weeks after your campaign goes live before expecting all directories to reflect the updated name. 2. Check your campaign status inside Search Atlas. If the status has been showing Submitting or Live Checks for more than 2 weeks without progress, contact our team immediately. 3. If a specific directory (such as Yellow Pages) continues to show the old name beyond 6 weeks, contact our support team so our team can manually verify the submission with that publisher. Understanding and Resolving a Billing Overcharge In rare cases, a technical billing error can result in a charge that is significantly higher than expected — sometimes by thousands of dollars. This is not intentional and our team treats these situations as urgent. Common causes of billing overcharges include: - A duplicate charge triggered during a plan change or citation campaign purchase. - A system error that applied the wrong price tier to your account. - An invoice that was generated before a promotional discount was applied correctly. Steps to take if you believe you were overcharged: 1. Locate the charge in question in your billing records. Note the amount charged and the approximate date of the transaction. 2. Gather any confirmation emails or receipts you received at the time of purchase so our team can cross-reference them. 3. Contact our support team with the details so we can investigate and process any applicable refund promptly. 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.

🕐 Weekend Support Hours and How to Reach Us

Our Support Hours at a Glance Search Atlas support operates during standard business hours. On weekends (Saturday and Sunday), response times may be longer than usual, but your message is never lost — it joins our queue and is handled as soon as a teammate becomes available. What Happens to Your Message on Weekends When you submit a support request over the weekend, your conversation is received and logged in our support queue. The first available teammate will review and respond when the team is back online. What to Expect and How to Prepare To help our team resolve your issue as quickly as possible when they return, make sure your message includes: - Your account or project name - A clear description of the issue and any exact error messages you encountered - The date and time the issue occurred - Any relevant screenshots or supporting details Having this information ready in advance helps our team prioritize and address your request without needing to ask follow-up questions, reducing overall wait time. Need Immediate 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.

🔍 Understanding and Resolving Denied Affiliate Commissions

🔍 Overview If a referral you made appears active but the associated commission has been denied, this article explains the most common causes and the steps you can take to get it reviewed by our team. ⚠️ Why a Commission Might Be Denied Commissions can be denied or go unrecorded for several known reasons: - Sign-up method issues: Certain account registration methods may interfere with referral tracking at the point of sign-up, meaning the referral is not attributed correctly. - Payment processed outside the tracked flow: If the referred customer's payment was completed through a checkout path not fully integrated with the affiliate tracking system, the commission may not be recorded automatically. - Referral link visited after account creation: The referral link must be visited before the referred customer creates their account. If they visited it after already signing up, the commission will not be attributed. - Duplicate or existing account: If the referred email address was already associated with a Search Atlas account, the referral cannot be credited. - Manual commission denial: In some cases, our team may deny a commission if the referral does not meet the programme's eligibility criteria. 📋 What to Prepare Before Escalating Because commission disputes require manual investigation by our team, please gather the following details before reaching out: - The referred customer's email address - The date they signed up - The referral link you shared with them - Any confirmation emails or screenshots showing the subscription is active - The method the referred customer used to register their account Having this information ready will allow our team to investigate the tracking record and manually credit the commission if appropriate. ✅ Steps to Take When a Commission Is Incorrectly Denied 1. Confirm the referred customer signed up using your unique referral link before creating their account. 2. Confirm the sign-up method used by the referred customer, as certain registration methods can affect whether the referral is tracked. 3. Gather all the details listed above. 4. Contact our support team with this information so we can investigate and take the appropriate corrective action on the backend. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

📡 Learn More About Signal Genesys

Signal Genesys is a product you can learn more about by visiting the official Signal Genesys website. The website is the best place to find comprehensive information, including features, use cases, and any available resources. To explore Signal Genesys in depth, visit the official site at: https://signalgenesys.com/ If you have additional questions that are not answered on the Signal Genesys website, or if you need help navigating your Search Atlas account in relation to Signal Genesys, feel free to chat with a human teammate using the live chat widget in the app.

💰 Understanding Publisher Payment Pricing

🔍 Why can the price differ? The price shown for a publisher website can change as marketplace data is updated. However, a published article should use the payout amount associated with its approved order or assignment—not a later live price. For example, a site may currently display $147 or $2 even though your articles were approved at $200 or $400. These values may represent the current publisher listing price, while your order uses a previously approved payout snapshot. 🔒 How payout pricing is protected - At checkout: the cart is repriced using the latest available cost. If a line falls below cost, it may require review before purchase. - At assignment: managed or link-order publisher costs are locked when the placement is assigned. - After publication: the locked cost should remain the basis for the publisher payout and should not be replaced by a later live price. 📄 What to check in your order 1. Open the relevant order or published article in Search Atlas. 2. Compare the approved or assigned cost with the current publisher listing price. 3. Check whether the article was purchased through the Publisher Exchange or assigned through a managed or link-order workflow. 4. Review the order status and payout details, including any available cost snapshot or payment record. A difference between the current listing price and the locked order cost does not automatically mean the payout is incorrect. The approved order amount is the key value to verify. ⚠️ When to request a correction Request a review if the published article's payout record does not match the approved checkout amount or the cost locked at assignment. Include the publisher domain, article URL, order or placement ID, agreed amount, displayed amount, and screenshots showing the discrepancy. Do not rely only on the publisher's current marketplace price. Prices can change after publication, while the approved payout may remain locked to the original transaction. 💬 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.

📋 Fix Citation Purchase State Field Input Error

🔍 Overview When purchasing citations in Search Atlas, the state field requires the full state name rather than a two-letter abbreviation. For example, entering Washington is accepted, but WA will trigger a validation error and prevent you from completing the purchase. This article explains the correct input format and walks you through completing your citation purchase without errors. ⚠️ Why This Error Happens The citation purchase form validates state input against a list of full state names. Two-letter postal abbreviations such as WA, CA, or TX do not match the expected format, so the form rejects them and displays an error. This is a known input format requirement that applies to all state fields in the citation purchase flow. 🛠️ How to Fix the Error 1. Navigate to the citation purchase form in Search Atlas. 2. Locate the citation package you want to purchase and begin the checkout process. 3. When you reach the state field in the purchase form, type the full name of your state — for example, Washington instead of WA. 4. Complete the remaining fields and submit the form. 📋 Common State Name Examples Use the full state name in all cases. The table below shows frequently used examples: - WA → Washington - CA → California - TX → Texas - FL → Florida - NY → New York - IL → Illinois - PA → Pennsylvania - OH → Ohio - GA → Georgia - NC → North Carolina Apply this same rule for any US state — always enter the complete, correctly spelled state name. ✅ Quick Checklist Before Submitting - State field contains the full state name, not an abbreviation. - State name is spelled correctly. - All other required fields are filled in completely. 💬 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.

🕐 Understanding Weekend Support Hours and Queue

⏰ What Are Search Atlas Support Hours? Search Atlas offers support through the live chat widget inside the platform. Our human support team is available during standard business hours. On weekends (Saturday and Sunday), response times may be longer than during the regular work week. While the chat widget is always accessible, messages sent over the weekend are queued and handled by our team as soon as they are back online. 📋 How the Weekend Queue Works If you send a message or request human support over the weekend, here is what happens: 1. Your message is received and logged immediately — you will not lose your place. 2. Your conversation is added to the support queue in the order it was received. 3. When the human support team returns, they work through the queue starting with the earliest messages first. 4. You will receive a reply inside the same chat window where you originally sent your message. You do not need to send follow-up messages to hold your spot. Your position in the queue is saved automatically from the moment your first message is sent. 💡 Tips for Faster Weekend Support To help our team resolve your issue as quickly as possible when they pick up your message, follow these best practices: - Describe your issue in detail — include what you were trying to do, what happened, and any error messages you saw. - Add screenshots or screen recordings — visual context speeds up diagnosis significantly. - Mention the affected feature or tool — this helps our team understand the context of your issue right away. - Share your workspace or project name — this helps our team locate your account without extra back-and-forth. The more detail you provide upfront, the faster we can resolve your issue once the team is back online. 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 End a Live Chat Session

💬 Overview Sometimes you may open a live chat session and then realise you no longer need help — or you accidentally triggered a chat you want to close straight away. This article explains how to end a chat session at any point and how to reconnect with support whenever you need it. 🚪 How to Close the Chat Widget You can close the chat window at any time without any action required from the support team. Follow these steps: 1. Locate the chat widget in the bottom-right corner of the platform. 2. Click the X or close button at the top of the chat window. 3. The chat will minimise or close immediately. No confirmation is needed. 🤝 What If You Already Requested a Human Teammate? If you typed human teammate to connect with a member of our team and then changed your mind, you can simply close the chat widget. There is no penalty or issue with doing this. Our team understands that questions are sometimes resolved before a human agent joins the conversation. 🔄 How to Reopen the Chat If you close the chat and later need help again, simply click the chat widget icon in the bottom-right corner of the platform to reopen it. ❓ When Should You Contact Support? You do not need to contact support just to close a chat. However, if you have a genuine question or run into an issue, our team is always ready to help. Common reasons to reach out include: - Trouble navigating a feature inside the platform - Questions about your account or subscription - Unexpected errors or behaviour within any tool 📞 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

💬 Closing an Accidentally Opened Chat Window

💡 Overview It's easy to accidentally click the chat widget in the bottom-right corner of the Search Atlas platform. If you opened it by mistake and don't need assistance, you can close it in seconds — no action is required on our end. 🛠️ How to Close the Chat Widget 1. Look for the chat bubble icon in the bottom-right corner of the platform. 2. Click the X or minimise button inside the chat window. 3. The window will close immediately. No conversation will be started unless you send a message. Simply closing the window without typing anything will not create a support ticket or notify any member of our team. 📋 Good to Know - A chat session is only initiated when you send a message. Opening the window alone does nothing. - You can safely open and close the chat widget as many times as needed without any side effects. - If you accidentally sent a message, don't worry — just let the agent know it was a mistake and they'll close the conversation for you. 🙋 When You Do Need Help If you ever do need support, the chat widget is the fastest way to reach us. Type human teammate in the chat to be connected with a member of our team. Our team is ready to help with any questions about your Search Atlas account, tools, or features. 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.

💬 Request Help From a Human

💬 Connect With the Support Team If you have a question or need help with anything in Search Atlas, you can reach a human teammate directly through the chat widget built into the platform. The fastest way to get a useful response is to arrive with a clear description of what you need. 📝 Prepare Before You Start the Chat Before opening a conversation, think through the following so the team can help you as efficiently as possible: - What are you trying to accomplish? (e.g. set up a project, understand a report, troubleshoot a feature) - Which project, website, or tool inside Search Atlas is involved? - Have you seen any error messages? If so, note the exact wording. - What steps did you take before the issue appeared? - Do you have a screenshot that shows the problem? ⏳ Tips for a Faster Resolution Send your description in your opening message rather than waiting to be asked. The more context you share upfront — the feature, the goal, and any errors — the sooner the team can point you to the right solution or take action 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 instantly connected with a member of our team.

🔒 Resolving Stuck Plan Selection to Pause Projects

🚨 Understanding the Locked Account Issue When creating or upgrading an account, a plan selection screen may appear and hang on Please wait after choosing the Growth plan. This blocks access to project controls including pausing. ✅ Completing Plan Selection Refresh the page and try selecting a different plan first. If the hang persists, log out and log back in via the Avatar Menu (👤) in the top-right corner. Navigate to account settings to review your current plan status before retrying. ⏸️ Pausing Projects Once Unlocked After plan selection succeeds, open your project dashboard. Use the project menu to select the pause option. Confirm the action to stop activity immediately. 🛠️ Alternative Steps if Selection Fails Clear your browser cache and cookies then attempt plan selection again. Ensure you are using an updated browser version for best compatibility. 💬 Getting Further Help If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔍 How to Find a Missing Report and Get Help

📌 Overview Sometimes a report you expect to see is not where you thought it would be. You may also need to reach a specific person, such as a contact from an agency or partner like Signal Genesys. This article explains the most common reasons a report seems to be missing, how to check for it, and the right way to get help. 🧭 Who Can Help You Search Atlas support is available through one channel only: the live chat widget inside the platform. Our team can help with questions about your Search Atlas account, projects, and reports. Requests for a named individual, for example a contact at a partner or agency, cannot be sent directly through other channels. Instead, start a chat with us, tell us who you are trying to reach and why, and our team will help find the best next step. ❓ Why a Report May Look Missing - You are in a different account or workspace. If you have access to more than one, the report may live in another one. - You are logged in with a different user. Reports are tied to the user and project that created or received them. - The project is not selected. Reports usually appear under the project they were created for. - Filters or date ranges are hiding it. A narrow date range or active filter can remove a report from the list. - The report is still being generated. Some reports take time to finish before they appear. - The report was shared with you another way. It may have been delivered by a shared link rather than stored in your own list. - The reference number is not a report ID. A number you were given may be a project, order, or campaign number, which is searched differently from a report name. 🛠️ Step-by-Step: How to Look for Your Report 1. Confirm you are logged in with the correct user and in the correct account or workspace. 2. Open the project the report belongs to. If you are not sure which one, check each project you have access to. 3. Go to the reports area and clear all filters. Set the date range to a wide window, such as the last 12 months. 4. Search by the report name, project name, or reference number you were given. 5. Check whether the report is still processing. If it was requested recently, wait a few minutes and refresh the page. 6. If someone shared the report with you, look for the original shared link and open it while logged in. 📝 What to Have Ready Before You Contact Us Gathering a few details helps us find your report faster and reduces back-and-forth. - The reference number you were given (for example, a number such as 451942) and where you received it - The type of report you expect, such as a PR report - The project or business name it relates to - The name of the person or company who told you the report would be available - The approximate date it was requested or delivered - The login you are using now 🤝 If You Need to Reach a Specific Person If you were told to contact a particular person, such as someone at an agency or partner company, here is what to do: 1. Open the chat widget and let us know the person's name and company. 2. Explain what you need, for example access to a report tied to a reference number. 3. Share the details from the list above. Our team will review your account and the information you give us, then guide you to the correct resolution. This is quicker than searching for another contact route and keeps your request tied to your account. 💡 Tips to Avoid This Issue in the Future - Save the report name, reference number, and project name when you receive them. - Use one consistent login so your reports stay in one place. - Download or bookmark important reports once they are ready. - Ask your agency or partner which account or project a report was created under. 💬 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 instantly connected with a member of our team.

🔗 Fixing Broken Knowledge Base Links

🔍 What This Issue Looks Like Some customers clicked a Knowledge Base (KB) link inside the Search Atlas (SA) Dashboard and landed on a 404 "Page Not Found" error or an outdated help article. This mostly affected OTTO-related help links, such as guides opened from OTTO SEO setup screens. The issue appeared after our Knowledge Base was migrated to a new platform. 💡 Why the Links Broke Our Knowledge Base was migrated to a new platform. During the migration, some Dashboard links continued pointing to retired collection URLs that no longer exist, causing broken pages. Our team has been working to update affected Dashboard links to point to the current Knowledge Base location. 🛠️ How to Fix It on Your End If you still see a broken link, follow these steps: 1. Refresh the Dashboard. Perform a hard refresh (Ctrl+F5 on Windows, Cmd+Shift+R on Mac) so your browser loads the updated links instead of a cached page. 2. Clear your browser cache and cookies for searchatlas.com if the 404 error persists after a hard refresh. 3. Update your personal bookmarks. If you saved an old Knowledge Base URL, replace it with the current Knowledge Base address. Any bookmark pointing to a retired collection URL will not load. 4. Go directly to the Knowledge Base. Navigate to the Knowledge Base directly in your browser and use the search bar to find the article you need while your cached links catch up. 📌 Links Opening in the Same Tab A separate, related behavior was also reported: some Knowledge Base links opened in the same browser tab instead of a new one, which took you away from your Dashboard work. If you ever spot a link that replaces your current tab, you can work around it by right-clicking the link and choosing Open link in new tab (or middle-clicking the link with your mouse). ✅ How to Confirm Everything Works After following the steps above, check that: - Knowledge Base links open to current, working help articles. - Articles load current content, including OTTO SEO setup and troubleshooting guides. - Help links keep your Dashboard open by loading in a new tab. If a link still fails after a hard refresh and a cache clear, it may be an edge case that has not been spotted yet. Note the page you were on and the exact link you clicked so our team can investigate quickly. 💬 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 instantly connected with a member of our team.

🛠️ How to Reach a Human Support Agent

📁 Follow Up on Delayed File Upload Tickets

📌 Overview File uploads are often tied to time-sensitive work, so waiting a day or more for an answer is frustrating. This article explains why a ticket may take longer than expected, what you can try while you wait, and how to get a faster follow-up. It covers the most common upload problems, a quick self-check you can run in a few minutes, and the details that help our team resolve your issue sooner. ⏳ Why a Ticket Can Take Longer Than Expected We aim to respond quickly, but some upload tickets take longer to resolve. Common reasons include: - Missing details: If the ticket does not include the file type, size, or the exact error message, the team may need to ask follow-up questions before investigating. - Account-specific checks: Some upload problems depend on your project, workspace, or permissions, and need a closer look. - Technical investigation: If an upload fails for a reason on our side, the issue may need to be reviewed before a fix or workaround is available. - Reply not noticed: Updates on your request may be waiting for you inside the platform, so it is worth checking there before assuming nothing has happened. 💬 The Fastest Way to Get an Update Instead of waiting on a ticket, you can follow up directly through live chat. This lets you share details in real time and get a person to look at your request right away. 1. Log in to your Search Atlas account. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Mention that you are following up on an existing file upload ticket and share the details listed below. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. 🧾 What to Include in Your Follow-Up The more detail you share, the less back-and-forth is needed. Please include: - A short description of what you were trying to upload and where in the platform. - The file type and approximate file size. - The exact error message, or what happens when the upload fails (for example, it stalls, shows an error, or the file does not appear afterward). - A screenshot of the screen where the problem occurs. - The browser and device you are using. - When you first reported the problem and any steps you already tried. - Whether you have a deadline that makes the issue urgent. 🛠️ Quick Checks You Can Try While You Wait Many upload problems can be solved in a few minutes. Try these steps in order: 1. Confirm the file format: Make sure the file type is one the feature accepts. If you are unsure, the upload screen usually lists supported formats. 2. Check the file size: Very large files are more likely to fail. If possible, compress the file or split it into smaller parts and try again. 3. Review the file name: Remove unusual characters, such as symbols or emojis, and keep the name short and simple. 4. Test your connection: An unstable internet connection can interrupt an upload. Try a stronger or wired connection if you can. 5. Refresh and retry: Reload the page, log out and back in, then try the upload again. 6. Clear your browser cache: Old cached data can interfere with uploads. Clear it and try again. 7. Try a different browser: Use another browser, or an incognito or private window, to rule out extensions that may block uploads. 8. Check your permissions: If you are part of a team or workspace, confirm your role allows you to upload files in that project. 🔍 Common Upload Issues and What They Usually Mean - Upload stalls or never finishes: This is often a connection or file size issue. Try a smaller file or a more stable network. - Error message right after selecting a file: The file type or name may not be supported. Check the format and rename the file. - Upload looks complete but the file is missing: Refresh the page and check the correct project or folder. If it still does not appear, share a screenshot with our team. - Upload button is disabled or missing: This can point to a permissions issue or a feature not available on your plan. ✅ Tips to Avoid Delays in the Future - Include all key details in your first message so the team can start investigating right away. - Attach a screenshot or the exact error text whenever possible. - Use live chat for time-sensitive issues rather than waiting for a ticket reply. - Keep a copy of the original file so you can retry quickly if a fix is needed. - Check inside the platform for replies or updates related to your request. ❓ Frequently Asked Questions Why have I not received an update after 24 hours? Some requests need extra investigation or more information from you. Following up in live chat is the quickest way to find out where your request stands. Do I need to open a new ticket to follow up? No. Start a live chat, type human teammate, and mention that you are following up on an existing file upload ticket. Share the details above so the team can pick up where things left off. Will I need to repeat everything I already told you? Briefly summarize the issue and what you have tried. A short recap helps the team move faster and avoids misunderstandings. What if my upload is urgent? Say so at the start of your chat and explain the deadline. This helps the team prioritize and suggest a workaround if one is available. 🙋 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 instantly connected with a member of our team.

💬 How to Reach a Human Teammate in Chat

👋 Overview Sometimes you just want to talk to a person. Maybe the answer you need is complicated, or you would rather explain things to a human than to an automated assistant. This article explains how to reach a human teammate from inside Search Atlas, and how to make that conversation as quick and productive as possible. 🔗 How to Connect With a Human Teammate The live chat widget inside the platform is the only support channel, and it takes just a few steps to reach a person. 1. Log in to your Search Atlas account. 2. Find the chat widget in the bottom-right corner of the platform and open it. 3. Type human teammate in the message box and send it. 4. You will be connected with a member of our team. You do not need to explain everything before you ask for a person. You can request a human first and share the details once you are connected. 📝 What to Share Once You Are Connected A request like "transfer me to a human expert" tells us you need help, but not what you need help with. The more detail you give in your first message, the less back-and-forth is needed. Try to include: - What you were trying to do: for example, setting up a project, running an audit, or reviewing a report. - Where in the platform it happened: the tool or page name, such as Site Auditor, Keyword Research, or OTTO SEO. - What you expected to happen: a short description of the result you wanted. - What actually happened: include any error message word for word if you can. - Your website or project name: this helps us find the right account details quickly. - What you have already tried: refreshing the page, logging out and back in, or trying another browser. ✍️ Example of a Helpful First Message Here is a sample message you can adapt: - "Hi, I am trying to connect my website to my project, but I see an error that says the connection failed. I have already refreshed the page and tried again. My website is example.com. Can you help?" A message like this lets a teammate start working on the problem right away. 💡 Topics a Human Teammate Can Help With If you are not sure whether your question is a good fit, here are common reasons customers ask for a person: - Questions about your account, plan, or billing - Problems with a tool that is not behaving as expected - Help setting up a new project or connecting a website - Understanding the results or recommendations in a report - Guidance on which feature to use for a specific SEO goal - Feedback or feature requests ⚡ Quick Self-Checks Before You Chat If your issue is minor, these checks may solve it in a minute or two. If they do not help, a teammate will be happy to take over. - Refresh the page and try the action again. - Log out and log back in. - Try a different browser or an incognito window. - Disable browser extensions, such as ad blockers, that might interfere with the page. - Check that you are viewing the correct project or website. 🛠️ If the Chat Widget Does Not Open If you cannot see or open the chat widget, try these steps: 1. Refresh the page. 2. Turn off any browser extensions that block pop-ups or scripts. 3. Try another browser or an incognito window. 4. Log out, log back in, and look for the widget again in the bottom-right corner. ❓ Frequently Asked Questions Do I need to describe my issue before asking for a person? No. You can type human teammate right away. Sharing your issue early, though, helps us help you faster. Can I contact support by phone or email? No. The live chat widget inside the platform is the only support channel, which lets us see your context and help you directly. What if I am not sure what the problem is? That is fine. Describe what you were doing and what looked wrong, and a teammate will help you work out the rest. 🙋 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

💬 What to Do When Support Chat Shows Typing Dots

Sometimes the support chat in Search Atlas may show the typing dots for longer than expected, or a conversation may seem frozen. This article explains why this can happen, what you can try on your own, and how to reach a human teammate right away. 🔍 What the Typing Dots Mean The typing dots tell you that the support assistant is preparing a reply. In most cases, the dots disappear within a few seconds and your answer appears. If the dots stay on screen for a long time, the conversation may be experiencing a temporary display or connection issue. ⚠️ Common Signs of a Stuck Conversation - The typing dots keep showing for more than one to two minutes - Your last message appears sent, but no reply arrives - The chat window does not update when you send new messages - An older conversation looks frozen or unresponsive 🛠️ Quick Fixes to Try First These simple steps often clear up a stuck conversation: 1. Wait about 60 seconds. Longer questions can take a little more time to answer. 2. Refresh the page. Reload your browser tab, then reopen the chat widget in the bottom-right corner. 3. Check your internet connection. An unstable connection can stop messages from loading. 4. Try a different browser or an incognito window. This helps rule out extensions or saved data that may interfere with the chat. 5. Clear your browser cache. Old stored data can sometimes cause display problems. 6. Start a new message. Send a short message such as "Hello" to see if the chat responds again. 🙋 How to Reach a Human Teammate If the chat is still stuck or you simply prefer to speak with a person, you can ask for a human at any time. You do not need to wait for the typing dots to finish. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. 📝 What to Include in Your Message Sharing a few details helps our team resolve your issue faster. When you connect with a human teammate, consider mentioning: - The conversation number, if you have one (for example, "Conversation #228021") - A short description of what happened, such as "the chat stayed on typing dots" - The page of the platform where you were when the issue occurred - The browser you are using - Any steps you already tried Including the conversation number is especially useful. It lets our team find the exact chat and review what happened without asking you to repeat yourself. 💡 Tips to Avoid Delays in the Future - Keep your browser up to date for the best chat performance - Avoid sending many messages in a row while waiting for a reply - Keep only one tab open with the chat widget to prevent sync issues - Type human teammate early if your question is urgent or account-specific ❓ Frequently Asked Questions Can I ask for a human on an existing conversation? Yes. Open the chat widget and type human teammate. Mention the conversation number so our team can find it quickly. Will I lose my chat history if I refresh the page? No. Your previous messages are saved, and they should appear again when you reopen the chat widget. Do I need to wait for the typing dots to stop before asking for a human? No. You can type human teammate at any time, even if the dots are still showing. Is there another way to contact support? The live chat widget inside the platform is the only support channel. It is available in the bottom-right corner whenever you are logged in to Search Atlas. ✅ Summary If the support chat appears stuck on typing dots, wait a moment, refresh the page, and check your connection. If the issue continues, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. Share your conversation number and a short description, and we will take it from there.

💬 How to Reach a Live Support Teammate

👋 Quick Answer Yes, you can talk to a real person. Search Atlas support is available through the live chat widget inside the platform. You do not need to go through a long list of automated replies to get there. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. 💬 How to Connect With a Human Teammate 1. Log in to your Search Atlas account. 2. Find the chat widget in the bottom-right corner of the screen. 3. Click the widget to open it. 4. Type human teammate and send the message. 5. Wait a moment while you are connected with a member of our team. You can open the chat from any page in the platform, so you can ask for help right where the issue happens. 📝 What to Include in Your Message Short requests like "get me to a rep" help us connect you quickly, but a few details help us solve the problem in fewer back-and-forth messages. Once you are connected, try to share: - What you were trying to do, such as connecting an account, launching a project, or viewing a report. - The name of the tool or connection involved, exactly as it appears on your screen. If you are not sure of the name, say so and describe where you saw it. - What happened instead, including any error message you saw. - The project or website the issue relates to. - A screenshot, if you can capture one. If you cannot describe the problem clearly, that is fine. Tell the teammate what you expected to happen and what you see now, and they will help you work out the rest. 🔗 Troubleshooting a Connection Issue Before You Chat If your question is about a connection that will not link, keeps dropping, or looks unclear, these quick checks resolve many cases. They are optional, and you can always go straight to a human teammate. 1. Confirm you are signed in to the right account in the other tool or service you are connecting. Many connection issues happen because a different account is active in the browser. 2. Check permissions. When prompted, approve all of the access requests. Skipping one can leave a connection incomplete. 3. Refresh the page and try the connection again. 4. Try a different browser or a private window to rule out saved data or extensions interfering. 5. Disconnect and reconnect. In the settings or integrations area of your project, remove the connection and set it up again from the start. 6. Check for error messages. Note the exact wording so you can share it with our team. ⏱️ What to Expect After You Reach Out - You will be connected with a member of our team in the chat. - The teammate may ask a few follow-up questions to understand your situation. - For complex issues, they may need to review your account or project, so keep the chat window open while they look into it. - You will get a clear next step, whether that is a fix, a workaround, or an explanation. 💡 Tips for a Faster Resolution - Stay on the page where the issue occurs while you chat, so you can show or test things in real time. - Describe one issue at a time. If you have several questions, mention the most urgent one first. - Include any recent changes, such as updating a password, switching accounts, or changing website settings. - Avoid sharing passwords in the chat. Our team will never need them. ❓ Frequently Asked Questions Is there a live person I can talk to? Yes. Open the chat widget in the bottom-right corner of the platform and type human teammate. Do I have to explain everything before I am connected? No. You can ask for a human teammate right away. Sharing details once connected simply helps us resolve the issue faster. What if I am not sure what is wrong with my connection? That is okay. Tell the teammate which tool or screen you were using and what you noticed. They will guide you through the next steps. Can I get help from outside the platform? The live chat widget inside the platform is our only support channel, which means every request reaches the team in one place and with the context of your account. What if I do not see the chat widget? Try refreshing the page or signing out and back in. Also check that no browser extension is blocking the widget, and try another browser if needed. 🚀 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 instantly connected with a member of our team.

🔍 Finding Your Support Tickets After Migration

📌 Overview After a platform migration, some customers find that earlier support conversations or escalated tickets no longer appear in their view. If you had an open request and can't see it anymore, this article explains what to do, how to get a status update quickly, and what to try on your own while you wait. A conversation missing from your view doesn't necessarily mean your request was closed or forgotten. The fastest way to confirm the status is to ask our team directly, using the steps below. ❓ Why Can't I See My Previous Conversations? Support history can be hard to find after a migration. Common reasons include: - Older conversations may not display in the chat widget after the move to the new setup. - You may be signed in with a different email address or user account than the one you used to open the original ticket. - You may be viewing a different workspace, project, or client account than the one the ticket was linked to. - Escalated tickets may be tracked by our team separately from the chat history you can see. Before contacting us, it's worth checking that you're signed in to the correct account and looking at the correct project. 🚀 How to Get a Status Update on an Escalated Ticket 1. Sign in to the Search Atlas platform with the same account you used when you first reported the issue. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Tell them you are following up on an earlier ticket that is no longer visible after the migration. 5. Share the details listed in the next section so we can locate your request without delay. 📝 Information to Include in Your Message The more detail you provide, the faster we can match your message to the original ticket. Please include: - The topic of each ticket. For example, a Google Ads issue or changes not publishing to a website. - The approximate date you opened each ticket. - The account email you used when you opened it. - The project or website name and domain, if the ticket was about a specific client site. - What you were told so far, such as any troubleshooting steps or a promised follow-up. - Screenshots or error messages, if you still have them. If you had more than one open ticket, list each one separately. This helps us give you a clear status on every request instead of just one. 🛠️ Changes From OTTO Not Appearing on Your WordPress Site One common reason for these tickets is OTTO changes that don't appear on a connected WordPress site. While you wait for an update, you can check the following: 1. Confirm the right site is selected. Make sure you are working in the project for the correct client website. 2. Check that the changes were approved or deployed. Confirm the changes show as applied or published in OTTO, not just suggested. 3. Review your WordPress connection. If the connection looks disconnected or shows an error, reconnect it and try again. 4. Clear your caches. Clear any caching plugin, hosting cache, or CDN cache on the WordPress site, then reload the page in a private browser window. 5. Check security or firewall plugins. Some security tools block outside connections. Review any recent blocks or alerts on the site. 6. Look at the live page, not the editor. View the public page itself, since changes may not be visible inside the WordPress editor. If the changes still don't appear, note which pages are affected and what you see. Give those details to our team in chat. 📊 Google Ads Issues If your other ticket was about Google Ads, these checks can help while you wait: - Confirm that your Google account is still connected in the platform. - If the connection looks broken or expired, disconnect and reconnect the account. - Check that the Google Ads account you need is the one selected in the correct project. - Write down any error message exactly as it appears, or take a screenshot. 💡 Tips to Avoid Losing Track of Support Requests - Save a screenshot or copy of key details whenever you open a support request. - Use the same account to follow up on a request. - Mention the domain or project name in every message so our team can find it quickly. - Keep separate issues in separate conversations so each one gets a clear status. 🙋 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 instantly connected with a member of our team.

💬 How to Thank the Search Atlas Team

👋 Overview We love hearing from customers. If a teammate helped you solve a problem, or Search Atlas has made a difference for your business, we want that feedback to reach the right people. This article explains how to send your thanks or testimonial directly to the team. 💬 The Fastest Way to Say Thank You The live chat widget inside the platform is the best way to reach us. Your message goes straight to a real person on our team. Here is how to use it: 1. Log in to your Search Atlas account. 2. Find the chat widget in the bottom-right corner of the platform and open it. 3. Type human teammate and send the message. 4. Once you are connected, write your thank-you message or testimonial. 📝 What to Include in Your Message A few details help us pass your feedback to the right person. None of them are required, so share as much or as little as you like. - Who you want to thank: If you remember the teammate's name, include it. If not, describe what they helped you with and roughly when. - What they helped with: For example, a setup question, a report, or a billing issue. - The result: Tell us what changed for you, such as time saved, rankings improved, or a problem solved. - Anything else you want us to know: Feedback on a feature or on your overall experience is welcome too. 🌟 Sharing a Testimonial If you would like your kind words to be considered as a testimonial, say so in your chat message. Here are a few tips for writing a helpful one: - Keep it short and specific. Two to four sentences is plenty. - Mention the problem you had and how Search Atlas helped. - Include real results where you can, such as more traffic, faster workflows, or better reporting. - Let us know how you would like to be credited, for example by first name, full name, or company name. - Tell us if you would prefer your feedback to stay private. Your teammate can answer any questions about how your feedback may be shared. We only share what you are comfortable with. 🤔 Frequently Asked Questions - Will my thank-you reach the teammate who helped me? We will do our best to pass it on. The more detail you give about your conversation, the easier it is to find the right person. - Do I need to have an open issue to send feedback? No. You can open the chat at any time just to say thanks. - Can I send feedback about a feature I love? Yes. Positive feedback on features helps our team understand what matters most to you. - Is there a charge for contacting the team? No. Sending feedback through the chat widget is free. 🛠️ Troubleshooting - I cannot see the chat widget. Refresh the page and look in the bottom-right corner. If you use an ad blocker or browser extension, try pausing it, as these can sometimes hide the widget. - I am not sure who helped me. That is fine. Describe the topic and approximate date, and the team will help track it down. - My message was not answered right away. Leave your message in the chat with the details above so the team can see it when they are available. 🙏 Thank You Every kind message is shared with the people behind the product and support. Thank you for taking the time to let us know how we are doing. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

💬 Updated Support Chat Widget Experience

We've moved to a new support chat widget inside Search Atlas. It is still the fastest way to get help from our team while you work in the platform. ✨ What's New The chat widget you use to contact support has been fully replaced with a new one across the platform. The switch is complete, so you will see the new widget everywhere you used the previous one. - One support channel: the chat widget remains the single place to reach our team from inside the platform. - Fresh experience: you may notice the widget looks and feels a little different from before. 🛠️ How to Use It 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open it. 4. Type your question or the issue you are running into. 5. Type human teammate at any time to be connected with a member of our team. 📋 What to Expect - You don't need to change anything in your account or settings. The new widget is available automatically. - If the widget looks different or doesn't appear right away, refresh the page or log out and back in. - If you were in the middle of a conversation with our team, open the widget and send a new message so we can pick things up with you. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

🎓 How to Request Live Help and Training

👋 Overview Many customers want to talk to a real person, ask a few questions first, or arrange a hands-on training session. This article explains how to reach our team, what to include in your first message, and how to get moving while you wait. 💬 How to Reach a Human Teammate The live chat widget inside the platform is the single way to reach our team. Every request for live help, a walkthrough, or training starts there. Follow these steps: 1. Log in to your Search Atlas account. 2. Find the chat widget in the bottom-right corner of the platform. 3. Open the widget and type human teammate. 4. You will be connected with a member of our team. If you only type a single word such as "agent" or "hello", the assistant may not know you want a person. Typing human teammate is the fastest way to be routed correctly. 🎯 Asking for a Call, Meeting, or Training Session If you would like a live walkthrough or a training session, ask for it in the same chat. Our team will tell you which live options are available for your plan and how to arrange them. Please do not wait for a reply outside the platform, because the chat is where your request is handled. 📝 What to Include in Your First Message A clear first message helps our team prepare and avoids back-and-forth. Include as many of these details as you can: - Your goal: for example, improving rankings, auditing your site, or setting up a new project. - Your website address: the domain you want to work on. - Your experience level: new to SEO, or already familiar with similar tools. - The tools you want to learn: for example, OTTO SEO, Site Auditor, Keyword Research, or Content tools. - Your questions: list the questions you want answered first. - Your time zone and availability: this helps if a live session is arranged. ⏱️ What to Expect After You Reach Out - You will first be asked a few questions so our team understands what you need. - A teammate may answer your questions directly in the chat. - If a live session is available for your account, the teammate will explain the next steps. - If a teammate is busy, stay in the chat or return to it later. Your conversation history stays available in the widget. 📚 Get Started While You Wait You can make progress on your own before your session or while waiting for a reply. These steps help: 1. Add your website as a project and complete the basic setup. 2. Run a site audit to see your top issues in one place. 3. Explore the Knowledge Base for step-by-step guides on each tool. 4. Write down any steps that confuse you so you can ask about them directly. 💡 Tips for a Productive Session - Log in before the session so your account is ready. - Have your website, goals, and any current SEO reports on hand. - Prepare your top three questions in advance. - Take notes on settings or changes your teammate recommends. - Ask for a quick recap at the end so you know your next steps. ❓ Common Questions - Can I ask questions before committing to training? Yes. Open the chat, type human teammate, and ask your questions first. - Is the assistant a real person? The chat may start with an automated assistant. Typing human teammate connects you with a real member of our team. - Can I request a session outside the platform? No. All requests are handled through the chat widget inside the platform. - Do I need to explain everything again? Not usually. Your messages stay in the chat, but a short summary of your goal helps. 🛟 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 instantly connected with a member of our team.

💬 How to Get Live Help From Search Atlas

👋 Need a Human? You're in the Right Place If you've ever typed something like "live agent," "is someone there?" or "I need help" into the chat, you're not alone. Many customers start this way, and our team is happy to help. This article explains how to reach a person and how to make your first message count, so you get an answer faster. 🙋 How to Reach a Human Teammate Connecting with a person takes just a few seconds. Follow these steps: 1. Log in to your Search Atlas account. 2. Find the chat widget in the bottom-right corner of the platform. 3. Click the widget to open the chat window. 4. Type human teammate and send the message. 5. You will be connected with a member of our team. You can use the chat widget from any page inside the platform, so you can start a conversation right where you're having trouble. ✍️ Why Your First Message Matters When a chat starts with only "live agent" or "I need help," our team has to ask follow-up questions before they can begin. That adds extra back-and-forth and can delay your solution. If you describe your situation upfront, your teammate can start working on it right away. You don't need to write a long message. One or two sentences is enough. 📝 What to Include in Your Message A helpful message usually answers a few simple questions: - What are you trying to do? For example: "I'm trying to run a site audit" or "I want to add a new project." - Where in the platform are you? Name the tool or page you were using. - What happened? Describe what you saw, such as an error message, a blank page, or a result that looks wrong. - What did you expect to happen? This helps us understand the gap. - Which website or project is affected? Share the domain name if it's relevant. - What have you already tried? For example: refreshing the page or logging out and back in. 💡 Message Examples Here are a few examples of clear first messages: - "human teammate - My site audit has been running for a long time and hasn't finished. The project is for example.com." - "human teammate - I have a question about my plan and which features are included." - "human teammate - I can't find where to connect my Google account. Can you point me to the right place?" - "human teammate - I'm new to Search Atlas and would like help getting started with my first project." 🧭 Not Sure What to Ask? It's completely fine if you can't put your problem into words. You can still open the chat and type human teammate. Then tell us what you were trying to do in your own words. Some helpful starting points: - "I'm lost and don't know where to start." - "Something doesn't look right, and I'm not sure what it is." - "I need help understanding my results." Your teammate will guide you with questions from there. 📎 Helpful Details to Have Ready Depending on your topic, it can speed things up to have the following on hand: - The domain name or project name you're working with - The name of the tool you were using - The exact wording of any error message - The steps you took right before the problem happened - The email address you use to log in to your account ⏳ What to Expect After You Connect - A teammate will read your message and may ask a few clarifying questions. - Stay in the chat window so you can see replies as they arrive. - If you need to leave the page, keep the chat open in your browser so the conversation is still there when you return. - If a question needs more investigation, your teammate will let you know the next steps. ❓ Frequently Asked Questions Is the chat widget the only way to get help? Yes. The live chat widget inside the platform is our support channel. It connects you directly with a member of our team. Do I have to explain my issue before I'm connected to a person? No. Typing human teammate is enough to reach a person. Adding a short description at the same time simply helps us help you faster. I don't see the chat widget. What should I do? - Make sure you're logged in to the platform. - Look in the bottom-right corner of the screen. - Refresh the page and check again. - Try a different browser or disable extensions that may block chat tools, such as some ad blockers. Can I send screenshots? If your issue is easier to show than describe, tell your teammate what you're seeing and ask how to share it. Screenshots can be very useful for troubleshooting. 🤝 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 instantly connected with a member of our team.

💬 Chat Support for Wolf of Bey Child Accounts

Child accounts under Wolf of Bey now have access to the support chat widget inside Search Atlas. You can get help from our team without leaving the platform. ✨ What's New The chat widget now appears for Wolf of Bey child accounts. Previously, these accounts did not have the widget available. Now you can ask questions, report problems, or request help directly from your own account. - The chat widget is available inside the platform for Wolf of Bey child accounts. - No setup or configuration is needed on your side. - You can reach a member of our team in real time from wherever you are working in the platform. 🛠️ How to Use It 1. Log in to your Search Atlas child account. 2. Look for the chat widget in the bottom-right corner of the platform. 3. Click the widget to open the chat window. 4. Type human teammate to be connected with a member of our team. 5. Describe what you need help with so we can assist you quickly. 📋 What to Expect - The chat widget is the support channel for your account. Use it for any questions about the platform. - The widget appears in the bottom-right corner of the platform screen. - If you don't see the widget right away, refresh the page or log out and back in. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

🤝 How to Reach Your Agency Account Manager

👋 Overview Congratulations on setting up your Search Atlas agency account! Agency accounts often come with extra onboarding needs, such as managing multiple client projects, adding team members, and setting up reporting. Many customers want to talk to a person early on. This article explains how to reach the right member of our team quickly. 💬 The Fastest Way to Reach a Person All account support, including requests to speak with your account manager, goes through the live chat widget inside the platform. Here is how to use it: 1. Log in to your Search Atlas account. 2. Look for the chat widget in the bottom-right corner of the screen and click it to open. 3. Type human teammate in the chat. 4. You will be instantly connected with a member of our team. 5. Tell them you have an agency account and would like to speak with your account manager. 📝 What to Include in Your Message A little detail up front helps our team route your request correctly and avoids back-and-forth. When you connect with a teammate, try to include: - Your name and company name as they appear on your account. - The plan you purchased, for example your agency plan. - The reason you want to reach your account manager, such as onboarding help, billing questions, or setting up client projects. - Any deadlines you are working toward, such as a client launch date. 🧭 What Our Team Can Help With Your teammate can confirm what support is included with your agency plan and make sure your request reaches the right person. Common requests for agency customers include: - Getting started and setting up your account for multiple clients. - Adding or managing team members and their access. - Questions about plan features, limits, and usage. - Billing and subscription questions. - Guidance on reports and client-facing deliverables. - Troubleshooting issues with a project or tool. ⏱️ What to Expect After You Reach Out Once you type human teammate, a member of our team will pick up your conversation. If your question needs a specialist or your assigned contact, they will let you know the next steps. Keeping the conversation in the chat widget means your request and its history stay in one place, so you do not have to repeat yourself. 🚀 Tips to Get Started While You Wait If you want to make progress right away, these steps can help: - Complete your profile and workspace settings so your account is ready for client work. - Create a project for each client to keep data and reports organized. - Invite your team members so everyone can access the platform. - Browse the Knowledge Base for step-by-step guides on the tools you plan to use most. - Write down your questions so you can cover everything in one conversation. ❓ Frequently Asked Questions I just purchased an agency account. Who do I talk to first? Open the live chat widget in the platform and type human teammate. Mention that you have an agency account and would like to be put in touch with your account manager. Can I find my account manager's contact details in the platform? The live chat widget is the single place to reach our team. Ask a teammate through the chat, and they will help with your request or connect you with the right person. Do I need to describe my issue before I am connected? No. Simply type human teammate and you will be connected. Once connected, share the details of your request so the team can help efficiently. What if I do not see the chat widget? Make sure you are logged in and on a page inside the platform. Try refreshing the page, and if you use an ad blocker or browser extension that hides chat tools, temporarily turn it off. Then look again in the bottom-right corner. Can my team members reach out on my behalf? Yes. Anyone with access to the platform can open the chat widget. For account or billing matters, it helps if the account owner is involved or confirms the request. 🙋 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 instantly connected with a member of our team.

💬 How to Get Faster Help From Support

👋 Why Your First Message Matters Sending a short greeting like "hi" is a friendly way to start, but it doesn't tell us what you need. We then have to ask follow-up questions before we can help, which adds time to every conversation. If you include a few key details in your first message, you can often get an answer in a single reply. 📝 What to Include in Your First Message A good support message answers four simple questions: 1. What are you trying to do? For example: "I want to run a site audit" or "I want to update my billing details." 2. What happened instead? Describe what you saw, such as a missing result, a page that won't load, or something that looks wrong. 3. Where did it happen? Tell us the tool or page you were using and the website or project it relates to. 4. When did it start? Let us know if it just began, or if it has been happening for a while. 📎 Helpful Extras to Share These details help us understand your situation quickly: - The exact wording of any error message - A screenshot of the page or the problem - The domain, keyword, or project name involved - The steps you took right before the problem appeared - Anything you've already tried, such as refreshing the page or logging out and back in ✅ Example of a Clear Message Instead of: "hi" Try: "Hi, I'm trying to export my keyword report for my project, but the download button doesn't respond. I've tried refreshing the page. Here's a screenshot." A message like this lets us start working on the solution straight away. 💡 Common Topics You Can Ask About If you're not sure how to start, here are some common things customers contact us about: - Questions about how to use a tool or feature - Help understanding your reports or results - Account, plan, or billing questions - Something that isn't working as expected - Setting up a new project or website Pick the one closest to your situation and tell us a little about it. 🛠️ Quick Checks Before You Reach Out Some issues can be fixed in a minute or two. Before you contact us, you can try these steps: 1. Refresh the page and try again. 2. Log out of the platform and log back in. 3. Try a different browser or an incognito window. 4. Check that you're using the correct project or website. 5. Clear your browser cache if a page looks outdated or incomplete. If none of these solve the issue, mention that you tried them when you contact us. It saves time for both of us. 🙋 Need Help? Contact 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 instantly connected with a member of our team. When you connect, tell us what you need in your first message, and we'll take it from there.

💰 Publisher Payouts, Site Rejections, and Removals

📌 Overview Publishers often ask us three related questions: why a payout still shows as pending, why a site was rejected or shows a lower Domain Authority (DA) than expected, and how to remove inactive sites or activate new ones. This article explains what usually causes each situation and what you can do before contacting us. ⏳ Why Is My Payout Still Pending? A payout for a published article, such as 'DIY Landscaping vs Hiring Landscaping Contractors', is not released the moment you submit the content. Pending usually means one or more checks are still open. Common reasons include: - Content is not yet verified: The article must be live on your site at the agreed URL and match the approved content and links. - Site is inactive or not approved: Payouts are tied to an active, approved site. If the site was rejected or deactivated, related payouts may stay on hold. - Quality review is in progress: Articles may be reviewed for formatting, link placement, and guideline compliance before payment is released. - Missing payment details: Incomplete or outdated payout information can delay processing. - Processing cycle: Approved payouts are released in batches, so there can be a short wait after approval. ✅ What to Check Before Contacting Us 1. Open the order and confirm the article is published and the live URL is correct. 2. Confirm the article is publicly accessible and not set to draft, private, or noindex. 3. Make sure the links and anchor text match the order exactly. 4. Check that the site tied to the order shows as active and approved in your account. 5. Review your payout details for accuracy. If all of these look correct and the payout is still pending, our team can review the order directly. 📊 Why Does My Site Show a Lower DA Than Expected? You may see a different DA on your site than you see in another tool. For example, a site might appear as DA 42 elsewhere but DA 8 in our platform. This can happen for several reasons: - Different data sources: Authority scores come from different providers, and each uses its own methods. Scores for the same domain can differ. - Update timing: Metrics are refreshed on a schedule. A recent change may not appear in our data yet. - Domain version differences: Metrics can vary between the www and non-www versions, or between the root domain and a subdomain. - Redirects or ownership changes: If a domain was recently redirected, rebuilt, or transferred, its metrics may reset or be recalculated. - Very new or low-link profile: Sites with few backlinks tend to show low scores until more data is collected. The score shown in the platform is the one used for approval decisions, so a lower value there can affect whether a site is accepted. 🚫 Why Was My Site Rejected? Sites are reviewed against quality standards before they can accept orders. The most common reasons for rejection are: - Authority or traffic metrics below the required minimum. - Little or no original content, or content that looks thin or auto-generated. - A site that is unreachable, blocks crawlers, or is under construction. - Heavy ads, spammy outbound links, or off-topic content. - Duplicate submissions of the same domain. 🔧 How to Improve Your Chances of Approval 1. Make sure your site loads reliably and is open to search engine crawlers. 2. Publish a healthy amount of original, useful content on clear topics. 3. Remove spammy links, excessive ads, and unrelated content. 4. Build your backlink profile over time so your authority metrics can grow. 5. Wait for your metrics to refresh, then ask for a re-review if your numbers have improved. 🗑️ Removing Inactive Sites and Activating New Ones If your account lists sites you no longer use, or you have new sites you want to start receiving orders, here is how to prepare: - For removal: Make a list of the exact domains you want removed and confirm they have no open or pending orders. Orders in progress may need to be completed or resolved first. - For activation: Make sure each new site is submitted, loads correctly, and meets the quality standards above. Activation depends on the site passing review. Removal and activation requests are handled by our team, so send us the full domain list in one message to speed things up. 📝 What to Include When You Reach Out Having these details ready helps us resolve your request faster: - The article title and order ID for any pending payout. - The live URL of the published article. - The domain names affected, with the DA you see in our platform and the DA you see elsewhere, if they differ. - The domains you want removed and the domains you want activated. - Any rejection message you received. 💬 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 instantly connected with a member of our team.

🔑 How to Find Your Affiliate Dashboard Login Link

📌 Overview If you are already a Search Atlas affiliate, you manage your referrals, commissions, and payout details in your affiliate dashboard. Many affiliates have trouble finding the login link again after their initial sign-up, especially when they need to update payout information such as the PayPal email used to receive commissions. This article explains where to look and what to do if you still cannot find it. 🧭 Why the Dashboard Can Be Hard to Find - The affiliate dashboard is separate from your main Search Atlas platform workspace, so you may not see it in the platform's navigation menu. - Your affiliate login may be tied to the email address you used when you signed up for the affiliate program, which may differ from your Search Atlas account email. - The link is usually shared during onboarding, so it is easy to lose if you did not bookmark it. 🔍 Where to Look for Your Login Link 1. Search your inbox: Look for your affiliate program welcome or approval message. Try searching for words such as affiliate, Search Atlas affiliate, welcome, commission, or payout. 2. Check all your email addresses: If you have more than one email address, check each one, since you may have registered with a different address than your main Search Atlas login. 3. Check spam and promotions folders: Automated affiliate emails are sometimes filtered out of your main inbox. 4. Review your browser: Check your bookmarks, browser history, and saved passwords for an affiliate dashboard entry you may have saved earlier. 5. Look at past payout or commission notifications: These messages often include a link back to your dashboard. 💳 How to Update Your PayPal Email Once you are logged in to your affiliate dashboard, follow these general steps. Menu names may vary slightly depending on how your dashboard is set up. 1. Open your profile, account, settings, or payout section. 2. Find the field for your PayPal email or payment method. 3. Enter the email address connected to your PayPal account. Double-check it for typos. 4. Save your changes and confirm that the new email is displayed. Tip: Use the exact email address that is registered with your PayPal account. A mismatch can delay or prevent commission payments. ✅ Best Practices - Bookmark your affiliate dashboard link once you find it. - Save your affiliate login details in a password manager. - Update your payout email before your next payout period so your commissions are sent to the right account. - Keep your affiliate registration email and PayPal email in a safe place for future reference. 🛠️ Still Cannot Find Your Dashboard? If you have searched your email addresses and still cannot locate your login link, do not create a new affiliate account, as this could split your referrals and commissions across multiple profiles. Instead, reach out to our team and let them know that you are an existing affiliate who needs access to your dashboard to update your PayPal email. 💬 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 instantly connected with a member of our team.

💳 Publisher Payment Delays and Site Approval Issues

📌 Overview Publishers often ask two related questions: why a payment arrived late, and why a site that was approved when added now shows a low Domain Authority (DA) or organic traffic (OT) problem. This article explains how both issues usually happen and what you can do to fix them. Note that the details below describe general behavior. Payment timing and approval status for your account can only be confirmed by our team, and the last section explains how to reach them. 🔍 Why a Site Can Pass Approval and Later Show Issues Approval is a snapshot of your site at the moment it was reviewed. DA and OT are not fixed numbers. They are estimates from third-party data providers, and they change over time. A site can meet the requirements when you add it and still fall below them later. Common reasons include: - DA changes: Authority scores are recalculated regularly and can go up or down without any change to your site. - Traffic drops: Seasonal trends, search algorithm updates, or lost rankings can lower organic traffic. - Data differences: Different tools may report different DA or OT figures for the same site, and the numbers can lag behind real activity. - Site changes: Moving to a new domain, changing the site structure, removing content, or changing redirects can affect how the site is evaluated. - Quality or compliance flags: Thin content, excessive outbound links, or spammy pages can cause a site to be flagged on review. 🔁 How Many Times Do I Need to Verify? In general, verifying ownership of a site is a one-time step. Re-verification may be needed in some situations: - Your verification file, tag, or DNS record was removed or changed. - You changed your domain, hosting provider, or website platform. - The site was flagged for review and needs to be confirmed again. Ownership verification and quality requirements are separate. A site can be verified as yours and still be re-checked against DA and OT standards. If a site is flagged, passing verification again will not fix a metrics issue. The metrics themselves need to recover or be reviewed. ⏱️ Why Payments May Arrive Late Payment timing can depend on the status of the sites and orders involved. Delays are commonly linked to the following: - Pending or flagged sites: If a site is under review, related payments may be held until the review is finished. - Incomplete payment details: Missing or outdated payout information can stop a payment from being processed. - Order status: Payments typically depend on the published content being live, correct, and accepted. - Processing windows: Banks and payment providers can add extra days, especially around weekends and holidays. - Metric re-checks: If a site no longer meets requirements at the time of review, the related order may need manual checking before payment. 🛠️ Step-by-Step: What to Check First 1. Open your publisher dashboard and look at the status of each site. Note any site marked as flagged, pending, or under review. 2. Check the DA and OT values shown for the site. Compare them with the current requirements listed in the platform. 3. Confirm that your verification is still active. Make sure your verification file, tag, or record is still in place on your site. 4. Review your payout details and make sure they are complete and up to date. 5. Check the status of the orders linked to the delayed payment. Confirm that each placement is live and unchanged. 6. Note the order IDs, site URLs, and expected payment dates, so our team can look into it faster. 📈 How to Keep Your Sites in Good Standing - Publish fresh, original content on a regular basis to support steady traffic. - Avoid sudden large changes to your site structure, domain, or redirects. - Keep your verification method in place after your site is approved. - Monitor your DA and OT from time to time so that you can spot drops early. - Keep your payout and account information current. - Remove low-quality or spammy pages that could trigger a review. 💡 What to Do If Your Site Now Shows Low DA or Another Issue 1. Check whether the drop is temporary. DA and OT can fluctuate, so compare the numbers over a few weeks. 2. Look for recent changes to your site that might explain the drop. 3. Work on the likely cause, such as improving content quality, fixing technical errors, or recovering lost rankings. 4. Once the metrics improve, ask our team to review the site again. 💬 Still Need Help? If your payment is still delayed, or a site was flagged even though you believe it meets the requirements, our team can review your account directly. Please have your site URLs, order IDs, and the expected payment dates ready. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

💰 How to Change Site Prices in Publisher Dashboard

📌 Overview Publication Media lets you list your websites and propose the price you want advertisers to pay to publish content on them. Many publishers ask why a site is listed at one price while incoming articles show a different amount, and how to raise the price on a specific site. This article explains how the listed price and article amounts work, how to submit a price change, and what to check if the change does not go through. 💡 How Site Prices and Order Prices Relate Understanding the difference between these two prices prevents most of the confusion: - Listed site price: the Price saved on the publication. New orders placed after that price is accepted use it. Changing it means submitting a Counter Offer, not editing Price directly. - Order price: for a Publication Exchange order, the publisher cost saved when the order was placed. That payout stays at the checkout amount even if the listed price changes later. An article that is still awaiting publication instead shows the publication's current live cost. For example, a site can be listed at $50 while a Publication Exchange order still pays $120 because that order was placed at $120. Accepting a new listed price does not rewrite that order. It applies to new orders placed after the new price is accepted. An article still awaiting publication shows the publication's current live cost, so it can change if the listed price changes before you publish it. 🛠️ How to Update a Site Price 1. Log in to Publication Media at publishers.publication.media and open Publications. 2. Go to Existing Publication, the list of publications already added to your account. 3. Find the site whose price you want to change and open its details or edit option. 4. Leave Price as it is and enter the new amount in Counter Offer. The tooltip says to submit a counteroffer if you want to change the price. Save the publication. The card then shows Pending counteroffer with that amount. The listed Price does not change until the offer is accepted. 5. Save your changes. 6. After saving, confirm the publication card shows Pending counteroffer with the amount you entered. The listed Price updates only after the counteroffer is accepted. Repeat this for each publication you want to reprice, and save each one. You can also select several publications and use Bulk Counter Offer. Each submission stays pending until it is accepted. 📥 Managing Your Order Queue Awaiting Publication shows the articles advertisers have assigned to your sites. Here is what to keep in mind: - Articles awaiting publication show the publication's current Cost. A Publication Exchange order is still paid at the cost saved at checkout, and after you publish it the Offer Price uses that checkout amount when one was saved. - Review each order carefully before you accept it, and check that the amount matches what you expect. - If a published order's Offer Price does not match your current listed price, check whether it was placed at a different price. Its checkout amount is kept. If an article awaiting publication shows a different Cost, that is the publication's current live price. - Orders placed after a counteroffer is accepted should use the updated listed price. Until then, new orders continue to use the current Price. ⚠️ If You Cannot Change a Price If Price cannot be edited, or the Counter Offer stays pending or is rejected, check the following: - Make sure you are logged in to the Publication Media account that owns the publication. - Confirm the publication appears under Existing Publication. Active or Inactive does not decide whether you can submit a Counter Offer. For a new site, enter Your requested price per article while adding it. - You can submit a lower Counter Offer while articles are open. An increase is blocked while any article is assigned but not yet published, and while a delivered article still has an open payout priced from the current cost. It can also be rejected when it is above the site's domain-authority price cap, or during the 30-day lock that follows an accepted increase. If an increase is blocked, publish or wait for the open payouts to settle, or wait until the lock ends, and submit the Counter Offer again. - Check that you entered a valid number with no currency symbols, commas, or extra characters. - Refresh the page, or log out and back in, then try again. - Try a different browser or a private window to rule out a cached page. If the price still will not update after these checks, our team can review the site directly. When you reach out, share the website name, the price currently listed, the price you want, and any order you are asking about. ✅ Best Practices for Pricing Your Sites - Review your prices regularly so they reflect your site's traffic, authority, and demand. - Update prices on one site at a time and confirm each change saved correctly. - Make price changes when your queue is light, so fewer orders are affected by the timing. - Keep a simple record of your old and new prices so you can compare them against incoming orders. 💬 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 instantly connected with a member of our team.

📰 Deactivated Publication Account: Next Steps

📌 Overview If you publish content through Search Atlas Publication Media and your publisher account has been deactivated, you may not be able to log in or submit new content. This article explains what a deactivation means, what to check first, and how to ask for a new account or ID so you can keep publishing. ❓ What Does a Deactivated Publisher Account Mean? A deactivated account is one that has been turned off and can no longer be used to access publisher features. Accounts can be deactivated for different reasons, such as: - The account was inactive for a long time - The account details on file were outdated or incomplete - The account was closed at your request or by mistake - The account was paused during a review of the publisher profile or content The exact reason depends on your account, so our team needs to check it before confirming your options. 🔎 Before You Contact Us: Quick Checks A few quick checks can save time and may solve the problem right away: 1. Confirm you are signing in with the correct email address. Many users have more than one. 2. Try resetting your password to rule out a simple login issue. 3. Look through your inbox and spam folder for any notice about your account status. 4. Check that you are using the correct platform workspace or project. If you still cannot access your account after these checks, it is likely deactivated and you can move on to the next section. 🛠️ How to Request a New Account or ID New publisher accounts and IDs are set up by our team, so you cannot create one yourself. Instructions are also not sent by email. Everything is handled through live chat so we can verify your details securely. 1. Sign in to the Search Atlas platform. 2. Open the chat widget in the bottom-right corner of the platform. 3. Type human teammate to be connected with a member of our team. 4. Tell us that your Publication Media publisher account is deactivated and that you would like to continue publishing. 5. Share the details listed in the next section so we can review your request faster. 📋 Information to Have Ready Providing these details in your first message helps us avoid back-and-forth: - The email address linked to your old publisher account - Your publisher or account name, and your old publisher ID if you know it - The website or publication you want to continue publishing on - The approximate date you last used the account - Any message you received about the deactivation - Whether you want your old account reactivated or a completely new account ⏱️ What Happens Next Once connected, our team will review your account and explain your options. Depending on the situation, this may mean reactivating your existing account or setting up a new account and ID. We will also let you know whether any content, history, or settings from the old account can carry over, and whether anything else is needed from you. Keep in mind that a new account may start without the history or settings of your old one, so ask about this before you decide. 💡 Tips to Avoid Deactivation in the Future - Log in and use your publisher account regularly - Keep your contact email and publication details up to date - Respond promptly to any account notices you receive - Follow the content and publishing guidelines for your account 🙋 Frequently Asked Questions Can I create a new publisher account myself? No. Publisher accounts and IDs are created by our team after reviewing your request. Can you send the instructions to my email? We do not send account setup instructions by email. Our team will guide you step by step in live chat. Will I lose my old content? This depends on your account. Ask our team during your chat and they will confirm what can be kept. 💬 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 instantly connected with a member of our team.