Troubleshooting: Sync & Publishing Failures

🔗 GHL Child Accounts and Missing Billing Section

🔍 Why the Billing Section Is Hidden If your Search Atlas account was set up through a GoHighLevel (GHL) integration, you are on a child account linked to a parent agency or reseller. By design, child accounts do not have access to the Billing section — even if you hold an Admin role inside that account. This is intentional behaviour. In the GHL integration model, billing and subscription management are controlled exclusively at the parent account level to prevent conflicting changes and ensure the agency retains full control over plan administration. 🧩 Understanding GHL Parent and Child Accounts When an agency or reseller uses GoHighLevel to provide Search Atlas access to their clients, each client is provisioned as a child account under the agency's master account. This structure means: - Your subscription, plan tier, and payment details are owned and managed by the parent agency. - The Billing menu item is intentionally hidden from child accounts to reflect this separation of responsibility. - Admin permissions inside a child account grant control over users, settings, and tools — but not over billing. - Some agencies are themselves child accounts under a larger parent organisation. If your account was provisioned by such an agency, you may be on a child-under-child account. The same billing restriction applies at every level of this hierarchy — billing is always managed at the top-level parent account. 🚀 How to Upgrade or Change Your Plan Because billing sits at the parent level, you cannot make plan changes directly from your account. To upgrade, downgrade, or update payment details, you need to reach out to the agency or reseller who provisioned your Search Atlas account. They can: 1. Review your current plan and usage. 2. Upgrade or downgrade your subscription on your behalf. 3. Update billing and payment information as needed. If you are unsure who your parent agency is, check any onboarding emails you received when your account was first created — the agency's contact details are typically included there. ⚙️ How to Confirm You Are on a GHL Child Account Follow these steps to verify your account type: 1. Click your avatar in the top-right corner of the platform. 2. Select Settings from the dropdown menu (or navigate to /settings). 3. Review the top-right corner avatar menu for a Billing option. 4. If no Billing section appears, your account is a GHL child account and plan management must go through your parent agency. ❓ Frequently Asked Questions - I'm an Admin — why can't I see Billing? Admin roles in GHL child accounts control team members and platform settings, but billing permissions are reserved for the parent agency account only. - Can Search Atlas re-enable Billing for my child account? This is not possible by default. The restriction is part of the GHL integration architecture. Your parent agency is the correct point of contact for any plan changes. - My agency is itself a GHL child account — does the same restriction apply to me? Yes. Search Atlas supports multi-level GHL hierarchies, including child-under-child accounts. Billing is always managed at the top-level parent account, so the Billing section will be hidden at every nested level below it. - What if I want to manage my own billing independently? You would need to ask your agency to set you up as a standalone Search Atlas account instead of a GHL child account. Your agency can advise on whether this is an option for your situation. 💬 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔧 Fix Slack Integration Errors in Search Atlas

🔍 Overview Some Search Atlas users encounter errors when setting up or using the Slack integration, including a message stating 'Gemini 3.5 Flash is no longer available.' This article explains why these errors occur and how to resolve them quickly. ⚠️ Common Slack Integration Errors The most frequently reported issues with the Slack integration include: - 'Gemini 3.5 Flash is no longer available' — the AI model previously used for this feature has been deprecated and replaced. - Silent failures after approvals — the integration appears to complete setup but does not return a successful result or confirmation. - Channels not appearing — connected Slack channels may not display as expected within the platform. ✅ Step-by-Step Resolution 1. Refresh the integration: In the left sidebar, go to Coworker → Connectors, and locate Slack. Disconnect the existing connection if one is shown. 2. Reconnect your Slack workspace: Click Connect Slack and follow the on-screen authorisation steps. Make sure you are logged into the correct Slack workspace before proceeding. 3. Verify channel access: After reconnecting, confirm that your Search Atlas agent has been added to the relevant Slack channels inside Slack itself. The agent must be a member of a channel to send or receive messages there. 4. Test the integration: Send a test message or trigger an action through the platform to confirm the connection is working. A successful result will be confirmed on screen. 5. Clear your browser cache: If the integration still does not respond as expected, clear your browser cache and cookies, then reload the platform and repeat the steps above. 💡 Why Did the Gemini Error Happen? The 'Gemini 3.5 Flash is no longer available' error appeared because an earlier version of the AI model powering certain Search Atlas features was deprecated. Our engineering team has resolved this by updating the platform to use a supported model version. No action is required on your part to fix the model itself — the update has already been applied. If you still see this error message, it is likely a cached page. Clearing your browser cache and reloading the platform should resolve it. 🏢 Note for GoHighLevel (GHL) Account Users If you are using Search Atlas through a GoHighLevel (GHL) account and cannot see the Slack integration option in your Settings page, this is expected behaviour. The Slack integration is currently not available for GHL-connected accounts. This is a platform-level restriction and is not related to your subscription tier or permissions. 🛠️ Troubleshooting Checklist - Ensure you have admin permissions in your Slack workspace — without these, the authorisation step may fail silently. - Check that your browser is not blocking third-party pop-ups, as the Slack authorisation flow opens in a new window. - If using a company Slack workspace, confirm that your organisation's Slack admin has approved third-party app connections. - Make sure your Search Atlas account has an active plan that includes AI agent and integration features. 💬 Still Need Help? If you have followed the steps above and are still experiencing issues with the Slack integration, our support 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.

🔗 GoHighLevel Integration: Page Optimization Limit Errors

🧭 Overview If you recently connected your Search Atlas account through GoHighLevel (GHL) and immediately see a 'You've reached the limit to optimize this page' error, your account is most likely still being provisioned. This is a temporary condition that resolves on its own in most cases — no subscription upgrade is required. This article explains why the error appears, what to expect during setup, and the steps you can take right now to resolve it. ⚠️ Why This Error Appears on New GHL Accounts When you create a Search Atlas account through a GoHighLevel integration, your account goes through an automated provisioning process. During this window, your plan limits and feature entitlements are still being configured in the background. Until provisioning is fully complete, the platform may temporarily read your page optimization quota as zero — even on a paid plan — which triggers the limit error. This is a known behaviour specific to GHL-integrated accounts and is not a billing issue or a sign that your plan is incorrect. ⏱️ Typical Provisioning Timeline In the majority of cases, provisioning completes automatically within the following timeframes: - 5–15 minutes: Most accounts are fully provisioned and the error clears on its own. - 15–30 minutes: Accounts created during high-traffic periods may take slightly longer. - Over 30 minutes: If the error persists beyond 30 minutes, manual intervention may be needed (see the section below). We recommend waiting at least 30 minutes after account creation before taking further troubleshooting steps. 🛠️ Troubleshooting Steps 1. Wait and refresh. Allow 15–30 minutes after your account was created, then do a hard refresh of your browser (Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac). 2. Log out and log back in. Sign out of Search Atlas completely, then sign back in. This forces the platform to re-read your current plan entitlements. 3. Clear your browser cache. Cached session data can sometimes cause outdated limit values to persist. Clear your cache, then log in again. 4. Try a different browser or incognito window. This rules out any local browser extension or cache conflicts. 5. Verify your plan in account settings. Confirm that your paid plan is showing correctly under your account profile. If the plan appears as free or inactive, your GHL provisioning may not have completed successfully. 6. Attempt the optimization again. Navigate to Left sidebar → Content → On-Page Audit, select your target page, and try running the optimization. If your account is now fully provisioned, the error will no longer appear. 📋 When to Contact GoHighLevel Support vs. Waiting Use the guidance below to decide whether to wait or escalate: - Wait it out if your account was created less than 30 minutes ago and you have not yet tried logging out and back in. - Contact GoHighLevel support if your account was created more than 30 minutes ago, you have completed all troubleshooting steps above, and your plan still appears inactive or incorrectly provisioned inside GHL's dashboard. GHL support can verify that the agency-level seat or sub-account was activated correctly on their end. - Contact Search Atlas support (via the chat widget below) if your GHL plan appears active and correct inside GoHighLevel but the limit error continues inside Search Atlas after 30 minutes and after completing all troubleshooting steps. ✅ Confirming the Issue Is Resolved Once provisioning is complete, you should be able to: - Run page optimizations from Left sidebar → Content → On-Page Audit without seeing the limit error. - See your correct plan quota reflected in your account settings. - Access all other content tools — including Content Planner, Meta Generator, AI Content Templates, and Topical Maps — in line with your paid plan. 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 ws_bulk_send_message HTTP 403 WebSocket Errors

🔍 Overview When using the Search Atlas AI agent via the Model Context Protocol (MCP), you may encounter a situation where the ws_bulk_send_message tool returns an HTTP 403 Forbidden error on the Website Studio WebSocket channel — even though all other MCP calls complete successfully and your project container appears healthy. This article explains what this error indicates and what information to have ready when escalating to the support team. ⚠️ What the Error Looks Like You may see error output similar to the following when the MCP agent attempts to send messages through the Website Studio WebSocket channel: - Error: ws_bulk_send_message failed — HTTP 403 - Context: WebSocket connection to the SearchAtlas agent channel is rejected - Scope: Only affects ws_bulk_send_message; other MCP tools (such as create_project or read operations) may appear to work normally - Container status: The project container reports as healthy 💡 Why This Happens An HTTP 403 on the ws_bulk_send_message WebSocket channel indicates an authentication or authorization failure during the WebSocket handshake in the Website Studio MCP integration. Because this error occurs at the infrastructure level, it cannot be resolved through client-side configuration changes alone and requires investigation by the support team. ✅ Steps to Take If you are experiencing this error, take the following steps: 1. Refresh your session: Log out of Search Atlas and log back in to clear any stale authentication state that may be cached in your browser or MCP client, then retry the operation. 2. Note your project name: Record the exact name of the Website Studio project you were working in when the error occurred. 3. Capture the exact error message: Copy the full error output returned by ws_bulk_send_message, including any error codes or stack trace details visible in your MCP client. 4. Record the timestamp: Note the date and time (including timezone) when the 403 error occurred so the support team can correlate it with server-side logs. 5. Escalate to support: If the error persists after refreshing your session, contact the support team with your project name, the exact error message, and the timestamp of the failure. This information is required for the team to investigate the WebSocket authentication failure 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.

🛠️ Fix Open Graph Image & Meta Output Issues

🔍 Overview Open Graph (OG) output issues have been reported in the Search Atlas WordPress plugin. This article covers common symptoms users have encountered, and walks you through steps to confirm whether the issue is resolved on your site after updating. ⚠️ Known Issue Users have reported problems with Open Graph image output in the Search Atlas WordPress plugin. Symptoms may include incorrect or missing OG tags, unexpected page layout changes, or featured images not appearing as expected when content is shared. If you are experiencing any of these symptoms, follow the troubleshooting steps below. ✅ Steps to Troubleshoot 1. Update the Search Atlas WordPress plugin to the latest available version. Go to your WordPress dashboard, navigate to Plugins > Installed Plugins, and check for updates next to the Search Atlas plugin. 2. Clear all caches after updating — this includes your WordPress cache plugin, server-side cache, CDN cache, and any Elementor CSS cache. 3. Inspect your Open Graph tags using a tool such as the Facebook Sharing Debugger or the OpenGraph.xyz preview tool. Paste in the URL of a post, an archive page, and your homepage separately. 4. Check archive pages specifically. Visit your blog archive (e.g. /blog/) and confirm that the og:url and canonical tag point to the archive URL — not the URL of an individual post. 5. Verify OG image output. In your page source or a meta tag inspector, confirm that your Open Graph image tag is present and populated correctly. 6. Check your page layout. If you use a page builder such as Elementor, review affected pages to confirm that images and layout elements are rendering at the expected dimensions. 📋 When Escalating If you are still experiencing issues after following the steps above, please have the following ready when you contact support: - The URL(s) of the affected page(s) - A description of the specific symptom (e.g. missing OG image, broken layout, incorrect canonical URL) - Any third-party plugins that may interact with OG output (e.g. page builders, media storage plugins) - Your current Search Atlas plugin version - Any error messages or screenshots you can share 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.

🛠️ Stale 'Ask' Results After Deleting BrandVault Images, Videos, or BrandVaults

If you deleted or edited a BrandVault image, video, or an entire BrandVault and still see it referenced in your 'Ask' (bv_ask) AI search results, this is a known issue with a fix already in our release pipeline. This article explains what is happening and how to get your account flagged for follow-up. 🔍 What's Happening in BrandVault 'Ask' Search BrandVault's 'Ask' feature (bv_ask) uses stored content chunks to generate AI answers. When you delete or modify certain assets, some of those chunks can be left behind, so the 'Ask' results still reference content that no longer exists or has changed. You may notice one or more of the following: - Deleted content still appears: images, YouTube videos, or whole BrandVaults you removed are still cited in 'Ask' answers. - Outdated or broken references: 'Ask' results point to assets you already modified, showing stale details. - Duplicate references after alt text changes: regenerating an image's alt text can surface two results that point to the same asset. Who Is Affected This affects customers who use the BrandVault 'Ask' (bv_ask) AI search feature and who have recently deleted or edited BrandVault images, videos, or BrandVaults, or regenerated image alt text. 🛠️ Workaround for Stale BrandVault 'Ask' References There is no self-serve workaround available at this time. Deleting or re-editing the asset again will not clear the orphaned reference, because the leftover chunk needs to be removed on our side. The upcoming fix will clear these orphaned references automatically once it ships, so no manual cleanup will be required from you. 📡 Engineering Status for the BrandVault 'Ask' Cleanup Fix Our team is aware of this issue and a resolution is already in the release pipeline. The fix will automatically clean up the orphaned content chunks left behind after BrandVault image, video, or BrandVault deletions and alt text regeneration. After the fix ships, deleted and modified content will stop appearing in your 'Ask' results, and duplicate references from alt text changes will be removed. 📞 When to Contact Search Atlas Support Reach out to our support team if the stale 'Ask' results are actively affecting your work and you would like priority follow-up. We can flag your account so it is reviewed once the fix is released. When you contact us, please include: - The BrandVault name where you see the stale results. - Whether the affected content is an image, a video, or a full BrandVault. - An example 'Ask' query that returns the outdated or duplicate reference. You'll receive confirmation that your account has been flagged for follow-up. 🎯 Your team isn't alone on this — we're actively on it. The fix to clear these orphaned BrandVault 'Ask' references is on the way, and reaching out to support ensures your account is reviewed as soon as it ships.

🖼️ Why Your Search Preview Logo Still Shows the Old Image

🤔 The Common Mix-Up A frequent question we hear is: "I updated my logo in Search Atlas Brand Vault, but search previews still show the old logo. I've cleared every cache layer and it won't update." If this sounds familiar, the good news is that nothing is broken. The issue is simply that two different features are being confused. Brand Vault and Open Graph serve completely different purposes, and only one of them affects what appears in search and social previews. 🎨 What Brand Vault Actually Does Brand Vault is an internal Search Atlas feature. It stores your brand assets so they appear consistently inside the platform and in the reports and documents you generate. - White-label reports that display your logo instead of ours. - Exported PDFs and dashboards shared with clients. - Consistent branding across the tools you use day to day. Behind the scenes, Brand Vault also feeds Search Atlas's internal Knowledge Graph, which supplies your brand information to AI-powered tools such as OTTO and Content Genius. Note that this internal Knowledge Graph is not Google's Knowledge Graph or Knowledge Panel — despite the similar name, the Search Atlas version lives entirely inside the platform. Brand Vault never edits your live website's code. Because of this, it has no influence over how your site appears in Google search results, link previews, or social media cards. 🌐 What Controls Search and Social Previews The logo or image shown when your page appears in search results or is shared on social platforms is controlled by Open Graph tags and related metadata in your website's HTML. The key tags include: - og:image — the image used for social and link previews. - og:title and og:description — the text shown alongside the image. - Structured data (schema) logo — the logo Google may use in certain search features, such as the Knowledge Panel. - Favicon — the small icon shown next to some search listings. These tags live on your actual website, not inside Search Atlas. Updating Brand Vault will not change them. To update your search preview logo, you must update the metadata on your live site. 🛠️ How to Update Your Search Preview Logo Follow these steps to correct an outdated preview image: 1. Locate the Open Graph tags on your website. These are usually in the page header, managed through your CMS, theme settings, or an SEO plugin. 2. Update the og:image URL to point to your new logo. Make sure the image meets recommended dimensions (at least 1200 x 630 pixels works well for most platforms). 3. Update your structured data logo if your site uses organization schema, so Google references the correct image. 4. Replace your favicon if the small search icon also needs updating. 5. Publish the changes and confirm the new image loads when you view your page's source code. ♻️ Why Clearing Cache Isn't Enough Clearing your website and browser cache is a good habit, but it does not solve this issue on its own. Search engines and social platforms keep their own separate cache of your page metadata. Even after your site is updated, the old image can linger until those external systems refresh. To speed this up: - Use the platform's sharing debugger or validation tools (offered by major search and social networks) to force a re-fetch of your updated metadata. - Request re-indexing of the affected page through your search engine's webmaster tools. - Allow time for search engines to recrawl, which can take anywhere from a few days to a few weeks. ✅ Quick Reference - Logo wrong in Search Atlas reports? Update Brand Vault. - Logo wrong in search or social previews? Update the Open Graph tags and metadata on your website, then trigger a re-fetch. - Still seeing the old image? Give external caches time to refresh and confirm the new image URL loads correctly.