Troubleshooting: Citation & Listing Issues

🔄 Fix a Stuck Citation Batch and Refund Credits

📞 Fix an Incorrect Phone Number on Business Citations

🔍 Overview If your business citations are displaying the wrong phone number on directories like Yellowpages, Superpages, or Dexknows, there are a few common causes. This article explains how to identify the source of the error, submit a correction, and understand how long updates take to appear. ⚠️ Why the Wrong Phone Number May Have Been Submitted The most common reason an incorrect phone number appears on citations is that the wrong number was prefilled during the citation order. This can happen in two ways: - Auto-prefill from a connected GBP listing: When creating a citation campaign, the order wizard may automatically pull contact details — including the phone number — from your first connected Google Business Profile listing. If that listing has an outdated or incorrect number, the wrong number gets submitted to directories. - Non-US number formatting: If your business uses a non-US phone number, the platform may have reformatted it as a US number with a +1 country code, causing an incorrect number to be submitted. Always double-check the phone number shown in the order wizard before submitting a new citation campaign. 🛠️ How to Check and Correct Your Citation Phone Number 1. In the left sidebar, click Local, then select Local Citations. 2. Locate the citation campaign associated with your business listing. 3. Review the phone number currently on file for the campaign. Compare it against the correct number for your business. 4. If the number is wrong, update it in your Brand Vault or campaign settings to reflect the correct phone number. 5. Submit a correction request for the affected directories. Our system will push the updated information to each directory in the campaign. If you are unable to edit the citation due to a platform error, this may be a known issue. Please contact support using the instructions at the bottom of this article. ⏳ How Long Do Corrections Take? After a correction is submitted, updates to third-party directories typically take 2 to 6 weeks to appear publicly. This timeline varies by directory and is outside Search Atlas's direct control. Key things to know: - Some directories update quickly; others have manual review processes that add time. - Submitting the correction through Search Atlas does not guarantee an immediate change on the directory's public listing page. - If a directory has not updated after 6 weeks, contact support so our team can investigate whether the directory is reachable and the correction was successfully processed. ✅ How to Prevent This Issue in the Future - Verify prefilled details before submitting: When starting a new citation campaign, always review the contact phone number in the order wizard — do not assume it has been pulled correctly from your GBP listing. - Keep your GBP listing up to date: Since citation campaigns may pull data from your connected Google Business Profile, make sure the phone number on that listing is always accurate. - Check your Brand Vault: Ensure the phone number stored in your Brand Vault matches your current business number, especially if you use a non-US format. 💬 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 GBP/NAP Mismatches and Citation Scan Delays

📋 Overview NAP stands for Name, Address, and Phone Number — the three core data points used to verify your business identity across the web. When your Google Business Profile (GBP) and website show different NAP data, or when recent updates do not appear immediately in Search Atlas citation scans, it can affect your local SEO rankings and create confusion for customers. This article explains the most common causes and how to resolve them. 🔍 Why Your GBP and Website NAP May Not Match Even small formatting differences count as mismatches. Search engines and citation tools compare NAP data character by character, so inconsistencies that look minor to a human eye can cause real SEO issues. Common causes of NAP mismatches include: - Phone number formatting: Your GBP may store your number as +1 (555) 123-4567 while your website displays 555-123-4567 or (555) 123-4567. These are treated as different values by citation scanners. - Country code handling (+1): Some platforms automatically prepend +1 to US numbers pulled from GBP. If your website omits the country code, a mismatch is flagged even though the number is functionally identical. - **Address abbreviations:**St. vs Street, Ave vs Avenue, or a missing suite number can all register as mismatches. - Business name variations: Using LLC, Inc., or shortened names inconsistently across your GBP, website, and directories will trigger citation errors. - Outdated website footer or contact page: A GBP update does not automatically update your website. Both must be edited separately. ✅ How to Audit and Fix Your NAP Data 1. Log in to your Google Business Profile dashboard and note your exact business name, address, and phone number as they currently appear. 2. Compare this data exactly — character by character — against what appears on your website's contact page, footer, and any schema markup. 3. Correct any discrepancies directly in Google Business Profile (via your GBP dashboard) and update your website to match. Use one consistent format for your phone number across all locations, for example: (555) 123-4567 with no country code, or +1 (555) 123-4567 with the country code — choose one and apply it everywhere. 4. Check all major directories (Yelp, Bing Places, Apple Maps, etc.) and update any outdated or inconsistent NAP data there as well. 5. Once all sources are corrected, allow time for Search Atlas to re-scan your citations and reflect the updated data. Citation scans do not update in real time — propagation can take time depending on the scan schedule. ⏱️ Why Citation Scans Take Time to Update Citation scans are not performed in real time. After you make changes to your GBP or website NAP data, Search Atlas will reflect those changes on its next scheduled scan cycle. This is expected behavior and not an error. If a significant amount of time has passed and data still appears outdated, try triggering a manual re-scan from within the platform if that option is available for your project. 🛠️ When to Escalate If you have corrected your NAP data across all sources and the mismatch persists in Search Atlas after a full scan cycle, escalate to the support team. When you do, have the following ready: your project name, the specific field showing the mismatch (name, address, or phone), the exact values shown in Search Atlas vs. your GBP, and an approximate timestamp of when you made your corrections. 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 Local Citation Updates and Billing

📋 Understand citation updates Local citation changes may take time to process across third-party directories. Search Atlas can submit and track the campaign, but each directory controls when an update becomes visible. A campaign that remains unchanged after the expected processing period should be reviewed by our team. 🔎 Check your campaign 1. Open Local → GBP Projects from the left sidebar. 2. Find the relevant project and select View project. 3. Review the citation campaign status, submitted business details, and any available directory results. 4. Confirm that the business name, address, phone number, and website match your approved Google Business Profile information. For example, include the campaign ID when reviewing a delayed campaign, such as campaign id-8275 for Pedder Hyundai of Moreno Valley. 💳 Understand billing corrections Local citations are billed per aggregator. The current price is 40 credits per aggregator. Older citation records may show the amount originally paid, even when the current price has changed. This does not mean that an old campaign was charged again. If the credits shown do not match the campaign’s purchase details, record the campaign ID, affected business, number of aggregators, and the credits displayed. This information helps the team compare the original transaction with the current campaign record. 🛠️ Prepare a support request - Business name and location - Campaign ID - Date the citation campaign was submitted - Directories that still show incorrect information - Expected details and the details currently displayed - Credits charged and credits you expected to be charged - Screenshots of the campaign or directory listing, if available Do not create a duplicate campaign while an existing submission is being reviewed. Duplicate submissions can make billing and directory status harder to reconcile. 💬 Get a status review If a citation has not updated after 15 days, or if the billing amount appears incorrect, share the details above through the platform chat so the team can review the campaign and billing record together. 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.

📋 Data Axle Citation Missing From Dashboard List

🔍 Overview If you can visit your Data Axle citation directly in a browser but it does not appear in your GBP Galactic citation list after a refresh, you are not alone. This is a known visibility gap caused by indexing and synchronization timing between Data Axle's platform and the Search Atlas dashboard. This article explains why it happens and what you can do about it. ⚙️ Why This Happens When Search Atlas refreshes your citation list, it pulls data from each directory's publicly available index at that point in time. Data Axle in particular has a multi-stage publishing process: - Live on Data Axle's website: Your listing is visible when you visit the URL directly. - Indexed by Data Axle's API or public feed: This can lag behind the live listing by days or, in some cases, weeks. - Recognized by Search Atlas during a refresh: Search Atlas reads from the indexed feed, not the live page directly. If Data Axle's feed has not yet updated, the citation will not appear in your dashboard list even though the listing itself is real and active. This delay is controlled entirely by Data Axle's internal publishing pipeline and is not something Search Atlas can accelerate. ✅ How to Confirm Your Citation Is Genuinely Live Before troubleshooting the dashboard, verify the citation is fully active on Data Axle's side: 1. Visit the Data Axle listing URL directly in your browser. 2. Confirm that your business name, address, phone number, and website are displayed correctly. 3. Check that the page is publicly accessible — not behind a login or a preview screen. 4. Copy the full URL and keep it handy; you may need it when contacting support. If any of the details are incorrect or the page requires a login to view, the listing may not be fully published yet, which would explain its absence from the dashboard. 🔄 How to Trigger a Fresh Refresh After confirming the citation is live and publicly accessible, trigger a new data refresh in Search Atlas: 1. Go to Home using the left sidebar. 2. Click Refresh data on the Home page. 3. Wait up to 24 hours for the refresh cycle to complete. 4. Return to your GBP Galactic citation list and check whether Data Axle now appears. A single refresh captures a snapshot of available directory data at that moment. If Data Axle's feed updates between your first refresh and this new one, the citation should now be visible. 📅 Expected Timelines Use the following as a general guide for how long synchronization can take after a Data Axle listing goes live: - 1–3 days: Most listings appear in the dashboard within this window once the Data Axle feed updates. - 4–14 days: Some listings, particularly newly created ones or recently corrected ones, can take longer to propagate through Data Axle's publishing pipeline. - Beyond 14 days: If the citation is still missing after two weeks and the listing is confirmed publicly accessible, escalate through the chat widget (see below). 🛠️ Step-by-Step Troubleshooting Checklist 1. Confirm the Data Axle listing URL loads publicly without a login. 2. Verify the business name, address, and phone number on the listing match your GBP Galactic project exactly — mismatches can prevent matching. 3. Trigger a new refresh from Home → Refresh data. 4. Wait 24 hours, then re-check the citation list. 5. If still missing after 24 hours, wait a total of 7 days from when the listing first went live, then refresh again. 6. If the citation remains absent after 14 days and the listing is confirmed live and accurate, contact the support team. ⚠️ When to Escalate Escalate to the support team if any of the following apply: - The citation has been live and publicly accessible for more than 14 days but still does not appear after multiple refreshes. - The listing details on Data Axle match your project exactly but the citation is still not recognized. - The citation appeared previously and has now disappeared from the dashboard without any changes on your end. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

📍 Fix a Duplicate Citation Campaign

🔎 Why was my campaign rejected? A citation campaign can be rejected when the same business, location, and campaign submission already exist in the citation provider’s system. This duplicate-order safeguard prevents repeated submissions, conflicting business information, and unnecessary charges. In some cases, a second submission may be created before duplicate validation finishes. The order can then be rejected during processing rather than running normally. 📋 What does “duplicate order” mean? It means the system found an existing campaign that appears to cover the same business and location. The matching order may be active, completed, pending, or previously submitted. It does not necessarily mean you intentionally placed the order twice. Campaigns can also appear confusing when multiple orders use similar details. Always compare the business name, address, phone number, website, and campaign date before submitting another order. ✅ How to check your campaign 1. Open the relevant project from Local → GBP Projects. 2. Open the citation campaign or order details. 3. Review its status, submission date, business information, and any rejection message. 4. Check whether another campaign for the same location is pending or completed. Do not create another campaign until you confirm that the existing order cannot be processed. A new submission may be rejected for the same reason. 🔁 Can the campaign be rerun? Often, the correct resolution is to identify the original order and determine whether it can continue or be resubmitted safely. A rerun should use the correct business details and should not create a second active order for the same location. If the campaign was paid for but never ran, gather the order ID, business name, location, and rejection message. The team can review whether the original order is eligible for correction or rerun instead of treating the issue as a simple refund request. ➕ Does a plus sign cause the issue? A plus sign in a business name is not, by itself, proof that the campaign was rejected as a duplicate. Aggregators may normalise punctuation and symbols when matching records, so the character could affect how a listing is displayed or matched, but the rejection reason should be confirmed from the order details. Use the business name consistently with your real-world branding and GBP listing. Do not remove or add the plus sign only to bypass duplicate validation. Inconsistent names can create more matching and listing-quality problems. 🛠️ How to avoid duplicate rejections - Check for an existing campaign before placing a new order. - Confirm that the selected GBP listing is the intended business location. - Review prefilled business details before submitting. - Use one campaign for each business location unless a separate campaign is specifically required. - Save the confirmation and order ID for future reference. 💬 Need help reviewing the order? 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 Incorrect Phone Numbers on Local Citations

📋 Overview If your local citations — such as those on the YP Network or other directories — are displaying the wrong phone number, this guide explains why it happens and how to get it corrected. Acting quickly is important, as inconsistent contact information across directories can negatively affect your local SEO rankings and mislead potential customers. 🔍 Why the Wrong Phone Number Appears Incorrect phone numbers on citations are usually caused by one of the following: - Auto-prefill from the wrong GBP listing: When a citation order is created, the system may pull contact details from the first connected Google Business Profile (GBP) account. If multiple GBP listings are connected, the wrong phone number can be submitted silently during setup. - Outdated business information: If your phone number was recently changed in your GBP but the citation was built before that update, the old number may still be live on directory sites. - Manual entry error: A phone number may have been typed incorrectly when the citation campaign was originally configured. ⚙️ Step 1 — Verify Your GBP Phone Number Is Correct Before requesting a correction, confirm that the right phone number is saved in your connected GBP account. 1. In the left sidebar, go to Local → Overview. 2. Click the About tab. 3. Review the phone number displayed for your business. 4. If it is incorrect, update it and click Save. Keeping your GBP information accurate ensures that any future citations are built with the correct details. 🛠️ Step 2 — Check Your Active Citation Campaigns Next, review the citation campaign that contains the incorrect listing. 1. In the left sidebar, go to Local → GBP Projects. 2. Locate the relevant project and click View project. 3. Navigate to the Local Citations section within the project. 4. Identify the citation network (for example, YP Network) showing the wrong phone number. 5. Note the phone number that was submitted so you can confirm what needs to be changed. ✏️ Step 3 — Request a Correction for the Citation Citation listings on third-party directories like YP Network are managed and syndicated externally. You cannot edit them directly inside Search Atlas. To get the phone number corrected, you will need to submit a correction request through our support team. Here is what to prepare before reaching out: - The name of the citation network displaying the wrong number (for example, YP Network) - The incorrect phone number currently showing - The correct phone number that should be displayed - The business name and GBP project it belongs to 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 to Expect After Submitting a Correction Once a correction request is submitted, our team will coordinate the update with the relevant directory network. Timelines vary depending on the directory: - Most directories: Updates are reflected within 2–6 weeks. - YP Network and similar aggregators: May take up to 8 weeks to fully propagate across all syndicated partners. You do not need to take any further action while the update is in progress. Our team will notify you once the correction has been confirmed. 🚫 How to Prevent This in the Future To avoid incorrect information being submitted on future citation campaigns: - Verify your primary GBP listing before ordering: Always confirm that the GBP account with the correct business details is set as your primary connection before starting a new citation campaign. - Double-check contact details during campaign setup: Review the phone number in the citation order wizard before submitting, especially if you manage multiple business locations. - Keep your GBP profile updated: Any time your phone number changes, update it in Local → Overview → About immediately to keep future citations accurate.

🐞 Citations Showing No Data

🔍 What does “no data” mean? If the Citations module shows “no data” for your citations, this may be caused by a bug affecting how the module displays citation results. An empty view does not necessarily mean your citations were removed or that your campaign failed. ✅ Check the Citations module 1. Open the Citations module in Search Atlas. 2. Wait a few minutes, then refresh the page and review the citations again. 3. Check the module again later to see if results have appeared. A refresh may not immediately change the display when the issue is caused by the underlying bug rather than missing citations. 🔄 Try these troubleshooting steps - Refresh the page and reopen the Citations module. - Sign out of Search Atlas, sign back in, and check the Citations section again. - Check again later in case results take additional time to appear. 📊 What you should expect When the module is working correctly, it should show citation records and their details instead of displaying “no data” for every listing. 🛠️ When to contact support If all citations still show “no data” after refreshing and checking back later, this is likely a bug our team needs to investigate. When reaching out, have the following ready: the affected project name, the exact “no data” message you see, and when you first noticed the issue. Include a screenshot if 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.

📍 Local Citation Stuck in Submitted Status

📋 What “Submitted” means A citation marked Submitted has been sent to the directory or network for processing. Some publishers take time to review, publish, or sync listings, so the status may not change immediately. In some cases, a citation can remain displayed as Submitted even after the underlying submission is complete. This is especially possible with aggregator networks and their connected directories. 🔎 Check your citation campaign 1. Open Local from the left sidebar. 2. Select GBP Projects. 3. Open the relevant project and review the local citation campaign. 4. Check whether individual directories show a current status, completion date, or live listing link. Review the business name, address, phone number, and website URL for accuracy. Incorrect or incomplete business information can delay directory processing. ⏳ When a citation stays submitted If a citation has remained Submitted for several weeks, especially for more than two months, do not create duplicate campaigns. Duplicate submissions can create conflicting listings and make tracking more difficult. Some completed citation rows may continue to show Submitted because the directory does not return a final status or the platform has not received a status update. A Submitted label does not always mean that the citation failed. 💳 Credit refunds and reviews Credits are reviewed based on the citation’s actual processing result, the directory’s response, and whether the submission was completed by the provider. A refund is not automatic solely because the display remains Submitted. When a citation appears stuck, our team can review the campaign, confirm whether the submission completed, and determine whether a credit adjustment is appropriate. Keep the project name, business name, affected directories, and approximate submission date available for review. 🛠️ Get help with a stuck citation If the status has not changed after an extended period or you believe the citation was not processed, contact support from inside Search Atlas. Include the affected business, campaign, directory names, and a screenshot or export of the Submitted rows. 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.

📍 Citation Stuck in Submitted Status

📋 What “Submitted” means A citation marked Submitted has been sent to the directory or publisher, but the listing has not yet reached a final status in Search Atlas. Some directories take time to review, publish, or return confirmation. In some cases, a citation may already be live even though the platform still displays Submitted. 🔎 Check your citation campaign 1. Open the relevant business project and citation campaign in Search Atlas. 2. Review the affected directory rows and their latest status. 3. Search the directory directly using the business name, address, and phone number to see whether the listing is live. Allow time for directory processing before treating a Submitted citation as unsuccessful. If the same status remains for an unusually long period, the display may not have received the directory’s final response. ⚙️ What to do when it stays stuck Confirm that the business information in the campaign is accurate and consistent. Do not create duplicate listings while a submission is processing, as this can cause conflicts or duplicate records. If a citation has remained Submitted for more than several weeks, record the business name, campaign, affected directories, submission date, and any live listing URLs. This information helps our team investigate whether the citation is published, still processing, or eligible for correction. 💳 Credit refunds and reviews Credits are reviewed based on the citation’s actual outcome and campaign records. A Submitted status alone does not automatically mean a credit is refundable, especially if the citation was successfully sent or is already live. When a citation appears stuck for an extended period and cannot be confirmed as completed, our team can review the submission and determine whether a credit adjustment is appropriate. Refunds or credit returns are not guaranteed until that review is complete. 💬 Get help with a stuck citation Include the business name, the affected directories, the campaign date, and your requested credit 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.

🗺️ Replace a Suspended GBP Account and Sync Citations

🗺️ Overview If your connected Google Business Profile (GBP) account gets suspended, you can replace it with a new account in Search Atlas while keeping your existing business details intact. This article explains what to expect when replacing a suspended GBP account and how citation sync is affected. ⚙️ How GBP Account Replacement Works Search Atlas links your local project to a specific GBP account. When that account is suspended, the connection breaks and citation sync stops. Replacing the suspended account with a new one is intended to restore the connection so your data can flow correctly again. Because this process depends on your specific project configuration, the exact steps to disconnect a suspended account and connect a new one may vary. We recommend contacting our support team directly so an agent can walk you through the replacement in your account. ✅ Before You Contact Support To help our team resolve this as quickly as possible, please have the following ready: - The name of the local project linked to the suspended GBP account. - The email address associated with the suspended GBP account. - The email address associated with the new GBP account you want to connect. - Confirmation that the new GBP account has been created and verified in Google. - Confirmation that the business name, address, and phone number on the new account match the details in your Search Atlas project — even minor differences (e.g., "St" vs "Street") can affect sync. - Any error messages or timestamps related to the suspension or sync failure. 📋 What Happens to Your Citations Citations that were previously synced are generally not lost during an account replacement. However, since citation sync behavior depends on your specific setup and the details of the replacement, our support team can confirm exactly what to expect for your project once they review your account. If your business details changed when you set up the new GBP account (for example, a new address or updated phone number), make sure to inform the support agent so they can advise on how to update those details in Search Atlas to avoid any disruption to future syncing. 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 Wrong Phone Numbers on YP Network Citations

Overview When you submit a phone number correction through Search Atlas, the update is sent to the YP Network (and other citation sources) on your behalf. However, YP Network citations can take longer to reflect changes than other directories — this is normal and not a sign that something has gone wrong. This article explains why delays happen, what the correction process looks like, and what you can do while you wait. Why Does the YP Network Take So Long to Update? Unlike some directories that accept automated data pushes instantly, the YP Network applies its own internal review and publishing process. This means: - Updates are submitted promptly by Search Atlas, but YP Network controls when the change goes live on their side. - Processing times vary depending on the type of correction and YP Network's current queue. - Phone number corrections may take longer than address or name changes because YP Network may conduct additional verification steps. - Cached versions of your listing can appear on third-party sites that pull from YP data, which adds another layer of delay. This delay does not mean your correction was lost or ignored — it means it is in YP Network's publishing pipeline. How to Check the Status of Your Citation Update You can monitor the progress of your citation correction inside Search Atlas by navigating to your citations management area and locating the YP Network listing. The listing will reflect its current update status so you can confirm whether the correction has been submitted. If the update shows as submitted, the correction has been sent to YP Network and is waiting on their end to be published. No further action is required from you at this stage. What You Should Do Right Now While waiting for the YP Network to publish the corrected phone number, we recommend the following steps: - Verify the correct number is live on other directories. Check Google Business Profile, Bing Places, Yelp, and other major citations to confirm the right number appears there. - Ensure your website displays the correct phone number. Search engines use your website as a trusted source, so consistency there matters. - Do not resubmit the correction multiple times. Duplicate submissions can cause conflicts in YP Network's system and may delay the update further. - Document the discrepancy. Keep a note of when the correction was submitted so you have a reference point if escalation is needed later. When to Escalate If your YP Network listing has not updated after an extended period and you believe something may have gone wrong, please reach out to our support team. When escalating, have the following ready: - Your project name or business name as it appears in Search Atlas - The incorrect phone number currently showing on YP Network - The correct phone number that should appear - The date the correction was originally submitted 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 Hyperdrive Credits and Citation Discrepancies

🔍 What Are Hyperdrive Credits? Hyperdrive Credits are the currency used to run AI-powered actions inside Search Atlas, including Local Citations. Your account displays a total credit balance, but the number of available credits at any given moment may appear lower than your total. ⚙️ Why Your Available Credits May Look Lower Than Your Total If you notice a discrepancy between your total Hyperdrive Credits and your available credits — particularly after running a Citations scan — this is a known issue related to cached data. The available credit count can appear lower than expected while a scan or action is still in progress or while cached data is being processed. This type of discrepancy is something our support team can investigate directly on your account. To get the fastest resolution, please have the following ready when you reach out: - Your project or account name - The approximate time you noticed the discrepancy - Whether you had recently run a Citations scan or any other Hyperdrive-powered action - A screenshot of your current credit balance if possible 🚀 Citations and Company Rebrands If you are running Citations in connection with a company rebrand, credit discrepancies can sometimes surface during or after a scan. If your available credits do not look correct after launching a rebrand-related Citations scan, contact our support team so they can review your account and confirm everything is processing as expected. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

📡 Understanding Citation Data Sync Delays and Discrepancies

🔍 Why Citation Numbers May Drop or Look Incorrect After purchasing a data aggregator submission, it is normal to see your citation count temporarily decrease or display inaccurate information. This happens because aggregators actively audit and clean up existing listings before pushing your updated business data. During this process, duplicate, incomplete, or conflicting citations are removed, which can cause the count to dip before new, accurate citations are created. In short: a temporary decrease is a sign the system is working, not a sign something has gone wrong. ⏱️ How Long Syncing Takes Citation data from third-party aggregators does not update instantly. The typical sync timeline looks like this: - Initial submission confirmation: 24–48 hours after purchase. - Aggregator processing and distribution: 2–6 weeks for data to propagate across major directories. - Full citation count stabilisation: Up to 8–12 weeks in some cases, depending on the number of directories and the aggregator used. During this window, counts and details shown in your Local Citations dashboard may fluctuate. This is expected behaviour. 🗺️ How to Check Your Citation Status in Search Atlas You can monitor your citation data at any time directly inside the platform. Follow these steps: 1. In the left sidebar, click Local. 2. Select Local Citations from the sub-menu. 3. Review the citations listed, noting their source, status, and the business information displayed. 4. Cross-reference the Name, Address, and Phone (NAP) details shown against the information you submitted during setup. If a citation shows outdated or incorrect details, check whether the submission is still within the propagation window before raising a concern. ✅ How to Verify Your Setup Is Correct To confirm that your aggregator submission was configured accurately, check the following: - NAP consistency: Your business name, address, and phone number must be identical across every source. Even minor differences — such as "St." versus "Street" — can cause mismatches. - Submission details: Review the information you entered at the time of purchase. Any typo or outdated detail will be distributed to all directories as submitted. - Business category: Confirm the correct primary category was selected, as this affects which directories accept your listing. - Website URL: Ensure the URL submitted is live and redirects correctly. 🛠️ What to Do If Discrepancies Persist If incorrect information remains visible after 12 weeks, or if your citation count has not recovered to at least its pre-submission level, take these steps: 1. Navigate to Local → Local Citations and note which specific citations show errors. 2. Record the incorrect field (e.g., wrong phone number, old address) and the source directory. 3. Check whether the same error exists on the directory's website directly, as some platforms cache data longer than others. 4. If the issue is confirmed and persists beyond the expected sync window, contact support through the platform chat. 💡 Tips to Prevent Future Discrepancies - Always audit your NAP details before purchasing any aggregator submission — corrections after the fact require re-submission and restart the sync clock. - Avoid making changes to your Google Business Profile address or phone number during the aggregator sync window, as this can create conflicting signals. - Use the Local → Overview (GBP Profile Completion) page to keep a single source of truth for your business information inside Search Atlas. 🆘 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.

🚫 Handling Unsolicited Link-Building Vendor Solicitations

🔍 What Is This About? Some Search Atlas users have reported receiving unsolicited messages from external vendors offering paid guest posts, contextual links, or link-building packages. These messages are not sent or endorsed by Search Atlas. This article explains what these solicitations are and how to handle them appropriately. ⚠️ What Are Unsolicited Vendor Solicitations? Unsolicited solicitations are outreach messages sent by third-party vendors — not affiliated with Search Atlas — who are trying to sell link-building services. These vendors may contact you through various outreach channels and ask you to reply with your interest. Search Atlas does not facilitate, verify, or endorse any of these offers. ✅ What Should You Do? 1. Do not reply to unsolicited vendor messages. Engaging may result in further solicitations. 2. Do not share sensitive information such as your website credentials, payment details, or personal data. 3. Do not click any links included in the message unless you are certain of the sender's legitimacy. 4. Delete or dismiss the message from your inbox or outreach workspace to keep it clean. 5. Contact our support team so they can investigate if needed and advise you on next steps specific to your account. 🔐 Is My Account or Data at Risk? Receiving an unsolicited message does not mean your account has been compromised. It is a common occurrence across outreach platforms. However, if you suspect any unauthorised activity on your account, contact our team immediately and have your account details and any relevant message information ready. 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.

💳 Unexpected Charges and NAP Citations Access Explained

🔍 Overview If you were charged for a subscription you don't recognise, or you're unable to access the NAP Citations dashboard despite having a paid plan, this article will help you understand what happened and how to resolve it quickly. 💳 Why Was I Charged $199? A charge of $199 typically corresponds to a Search Atlas subscription plan or a one-time purchase that includes access to specific features such as Local Citations. Common reasons this charge may appear unexpectedly include: - Automatic renewal: Your subscription renewed automatically at the end of a billing cycle. Renewal terms are agreed to at the time of purchase. - Upgrade or add-on activation: A plan upgrade or feature add-on may have been activated on your account, either by you or by another user with account access. - Trial conversion: A free trial converted to a paid plan after the trial period ended. - Legacy pricing adjustment: If your account was created before a pricing update (for example, when plan pricing changed from $30 to $40), historical records may display an older price. This is a known display issue and does not affect the amount actually charged — your bank or card statement reflects the correct charge. To verify any charge, log in to your Search Atlas account and review your billing history under your account settings. The invoice will show the exact plan, date, and amount charged. 📋 How to Confirm What You Paid For If your purchase included a one-year access guarantee to NAP Citations, that entitlement is tied to your account and should remain active for the full duration promised. To confirm your current plan details: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right and open Billing (separate page, not a tab inside Account Settings). 3. Review the plan name, start date, and features listed. 4. Check whether Local Citations is listed as an included feature. If your plan confirms NAP Citations access but you still cannot reach the dashboard, see the section below. 🗺️ How to Access the NAP Citations Dashboard The Local Citations tool is located within the Local section of your Search Atlas account. Follow these steps: 1. In the left sidebar, click Local. 2. From the expanded menu, select Local Citations. 3. If you have an active Local Citations campaign, your citation projects will appear here. If the Local Citations option is not visible or the page does not load correctly, try the following: - Refresh your browser and clear your cache. - Log out and log back in to refresh your session. - Try a different browser or disable browser extensions. - Check that your subscription is currently active and has not lapsed. ⚠️ Known Issues to Be Aware Of Our engineering team has recently resolved or is actively working on several issues related to the Citations feature. Being aware of these may explain behaviour you have encountered: - Incorrect price displayed on old citation records: After a pricing update, some older citation records showed the previous price. This was a display-only issue and has been fixed — your actual charge was always correct. - Credits not deducting correctly: In some cases, HDC credits were not being deducted when creating citations for certain directories (such as FourSquare and Data Axle), while CloudStacks deducted correctly. This has been reported and is under review by our product team. - Authentication errors: Some users experienced authentication failures when submitting or exporting citations. This issue has been resolved. If you still see an error, refreshing your session or logging out and back in should fix it. - Missing directory icons: Icons for certain directories (such as CYLEX US and Ani Bookmark) appeared broken in the Active Citations modal. This has been fixed. 🛠️ Steps to Dispute an Unrecognised Charge If after reviewing your billing history you still believe a charge was made in error, take the following steps: 1. Note the exact charge amount, date, and the last four digits of the card charged. 2. Check whether any other team members or account users may have made a purchase. 3. 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, who can review your account and billing records directly. Our support team can verify the origin of any charge, confirm your entitlements, and escalate a refund request if a charge was made in error. 💡 Tips to Avoid Unexpected Charges in the Future - Review your subscription renewal date under the top-right avatar menu → Billing so you know when the next charge is due. - If you no longer need a plan, cancel before the renewal date to avoid being charged for the next cycle. - Limit account admin access to trusted team members to prevent unintended plan changes. 🙋 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

📋 Fix 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.

🚨 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.

🛠️ Local Citation Submissions Stuck in Submitting Status

🔍 Overview If your local citation campaign remains stuck in a Submitting status beyond the expected completion window, this is a known display bug that has been identified and resolved by our development team. This article explains how to confirm whether your campaign is affected and what steps to take if you are still seeing an incorrect status. 📋 What Caused This Issue Our engineering team identified and fixed a display bug affecting local citation campaign statuses. Citation campaigns were showing a Submitting status even after the underlying submissions had completed. This was a frontend display issue, not a problem with the submissions themselves. The fix has been deployed to production. ✅ How to Check Your Citation Campaign Status 1. Navigate to Local → Local Citations (Local Citations) within the platform. 2. Locate the affected campaign and review the status currently displayed. 3. If the status still shows Submitting and your campaign has been running longer than expected, proceed with the troubleshooting steps below. ⚙️ What to Do If Your Status Is Still Stuck Because the bug fix has been deployed, most affected campaigns should now display the correct status. However, if your campaign continues to show Submitting well beyond the expected window, follow these steps: 1. Perform a hard refresh of your browser (Ctrl + Shift + R on Windows, Cmd + Shift + R on Mac) to ensure you are loading the latest version of the platform. 2. Navigate away from the current page and return to your Local Citation campaign to allow the status to reload cleanly. 3. Log out of your account and log back in, then navigate back to your citation campaigns and recheck the status. 4. Note the purchase date of the affected citation pack and how long it has been showing the incorrect status — you will need this information if you contact support. 5. If the status remains incorrect after these steps, reach out to our team using the instructions below. 💡 Key Things to Know - The Submitting status bug is a display issue only — your actual citation submissions are not necessarily delayed or incomplete because of this. - If you are unsure whether your submissions have completed, our support team can look into the status on your behalf. 📬 Still Need Help? If your citation campaign status remains stuck after following the steps above, please open the chat widget in the bottom-right corner of the platform and type human teammate. Include your account details and the name of the affected campaign so we can investigate promptly. Additional Notes This affected multiple campaigns simultaneously and was unrelated to account settings, subscription level, or the number of businesses in a project. The status display logic has been corrected so campaigns accurately reflect their completed state; an update was applied to prevent mismatched statuses in future submissions. Orders normally complete within 50 days. A related issue caused the status in list view to differ from the status inside the submission details modal. Some accounts may need a manual status refresh applied by the team — there is no self-serve action that forces a status recalculation for historical orders.

🛠️ Local Citation Submissions Stuck on 'Submitting' Status

🔍 Overview Some Local Citation campaigns displayed a Submitting to Sites status that never updated — even after the campaigns had already been successfully submitted and passed to publishing channels. This was a confirmed UI display bug, not a failure in the underlying submission process. Our engineering team has identified the root cause and deployed a fix. If you are still seeing a stuck status, the information below explains what happened and what steps to take. 📋 What Caused This Issue The problem was a front-end status display error. While your campaign data was actually submitted and handed off to the relevant citation networks correctly, the platform's status display did not update to reflect the completed state. As a result, campaigns showed an incorrect status indefinitely, even though the work had finished on the back end. This affected multiple campaigns simultaneously and was unrelated to account settings, subscription level, or the number of businesses in a project. ✅ What Has Been Resolved The engineering and QA teams have deployed fixes addressing this issue. Specifically: - The status display logic has been corrected so that campaigns accurately reflect their completed state after submission. - An update was applied to prevent mismatched statuses from appearing in future submissions. These fixes cover campaigns that were stuck due to the UI glitch and ensure new submissions display the correct status as they progress. 🚀 Steps to Take If You Still See a Stuck Status 1. Perform a hard refresh of your browser (press Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac). This clears cached page data and loads the latest status from the server. 2. Navigate away from the current page and return to your Local Citation campaign to allow the status to reload cleanly. 3. If the status still appears stuck after refreshing, note the campaign name(s) and the date they were originally submitted, then contact our support team using the instructions below. 💡 How to Check Whether Your Submission Actually Completed Because this was a display-only bug, your citations may have been successfully submitted even while the status appeared stuck. A few things to keep in mind: - Submission to citation networks and aggregators can take time to propagate and appear live on individual directories — this is normal and does not indicate a problem. - If the fix has been applied and your status no longer appears stuck, your submission was processed correctly and no further action is needed on your end. 📞 Still Need Help? If your campaign status remains stuck after following the steps above, please reach out to our support team via the chat widget in your Search Atlas dashboard. Have your campaign name(s) and original submission date ready so we can investigate promptly.

📍 Local Citation Campaign Stuck on Submitted Status

🔍 Overview Local citation campaigns in Search Atlas sometimes appear stuck under Local → Local Citations (Local Citations) with a status of Incomplete or Warning instead of Complete for an extended period. This is a known issue that our internal team can investigate and resolve on the backend. There is currently no self-serve option to force a status update from within the platform. ⚠️ Why This Happens A citation campaign may remain in an Incomplete or Warning state without progressing to Complete due to a backend processing issue. The exact root cause can vary by campaign and requires investigation by our support team. ✅ Steps to Take Before Contacting Support 1. Locate the affected citation campaign in the platform and note its current status. 2. Record your campaign name or ID — you will need this when contacting support. 3. Note approximately when the campaign was submitted, so our team can assess how long it has been stuck. 🛠️ What Our Team Does to Fix It When our support team investigates a stuck citation campaign, we will look into the backend status of your submission and take the appropriate action to resolve it. These actions can only be performed by our internal team. 📋 Information to Have Ready To help our team resolve your issue as quickly as possible, please have the following on hand when you reach out: - Your campaign name or ID - The approximate date the campaign was submitted - A screenshot of the current stuck status, if 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.

🔧 Fix Flagged Links and Missing Citations Safely

Overview This article covers three common issues customers encounter after running a site audit or setting up local citations: how to act on flagged links without losing valuable backlinks, why image alt text may not appear as expected in audit results, and why citations may be missing from your dashboard. Understanding Flagged Links in Your Audit When your site audit flags links, it does not automatically mean those links should be deleted. Review each flagged link individually before taking action. Consider whether the referring domain is relevant and authoritative, and whether removing or disavowing the link could harm your backlink profile. A cautious, link-by-link approach is recommended. For broken outbound links, update the link in your content to point to a live, relevant page. For broken inbound links pointing to deleted pages on your site, you can work to preserve link value by ensuring the destination page exists and is accessible. Image Alt Text in Audit Results If your audit has flagged images with missing alt text, here are steps you can take to address them: - Open the Site Audit section from the left sidebar → OTTO SEO → Site Audit and locate the audit report for the relevant project. - Look for image-related or on-page SEO flags within the report, which identify images that are missing alt text. - For each flagged image, go to the page in your CMS or site editor and add descriptive alt text that accurately reflects the image content. - Re-run the audit after making your changes to confirm the flags have been cleared. If the audit report is not showing image-related issues at all despite expecting them, verify that your audit was configured to include on-page checks, and try running a new audit to get a fresh scan. Citations Not Appearing in Your Dashboard If citations you have submitted or claimed are not showing in your dashboard, work through the following steps: - Confirm that your business name, address, and phone number (NAP) are entered consistently across all listings, as inconsistencies can prevent citations from syncing correctly. - Check whether the citation submission was completed fully — incomplete submissions may not be processed. - Review each citation source in your dashboard to see whether its status is shown as pending, claimed, or requiring verification. - If a citation requires verification (such as a postcard or phone verification from the directory), complete that verification step before expecting it to appear as active. - If a citation appears stuck or shows an error status, note the specific citation source name, the status displayed, and the project it belongs to — this information will help the support team 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.

💳 Unauthorized Charge, Refund & NAP Citation Access

🔍 Overview This article covers three related issues that sometimes occur together: an unexpected subscription charge, an inability to access your NAP citation dashboard despite an active plan, and how refunds are handled. If you are experiencing any of these problems, follow the steps below before contacting support. ⚠️ Step 1: Confirm the Charge on Your Account Before requesting a refund, verify the charge against your billing records so you have the relevant details ready. 1. Click your avatar in the top-right corner of the platform. 2. Select Billing, then open the Invoices tab. 3. Locate the charge in question and note the invoice number, amount, and date. 4. Next, open the Activity Log tab to review any subscription changes that may explain the charge. If you see a charge you did not authorize and cannot find a corresponding subscription action in the Activity Log, proceed to Step 2. 🛠️ Step 2: Check Whether Subscription Access Was Provisioned A known issue has been identified where customers were charged for a subscription but access to features — including NAP citations — was not correctly granted. This can happen when a subscription payment is processed but the system fails to activate the associated plan benefits. To check your current plan status: 1. Click your avatar in the top-right corner. 2. Go to Billing, then the Plans & Top-ups tab. 3. Review whether your active plan reflects the subscription you paid for. If your plan does not match what you were charged for, or if features remain inaccessible despite a successful payment, this is a provisioning issue that our team will need to resolve for you directly. 📋 Step 3: Understand Your NAP Citation Access NAP (Name, Address, Phone) citation management is part of specific subscription tiers. If you have confirmed payment but still cannot access your citations dashboard, this is likely related to the provisioning issue described above — not an account permission error. While this is being resolved, our support team can assist you by: - Providing screenshots of your existing citation data - Exporting your citation records so you have a copy - Submitting citation updates on your behalf as a temporary measure These concessions are available while the access issue is being investigated or while your refund is being processed. 💰 Step 4: Request a Refund or Subscription Cancellation If you did not authorize the charge and would like a refund, or if you prefer to cancel your subscription instead of waiting for access to be restored, our support team handles both requests directly. Here is what you should know about the refund process: - Refunds are returned to the original payment method used at the time of the charge. - Processing typically takes 5–10 business days to appear on your statement, depending on your bank or card provider. - Subscription cancellation is processed at the same time as the refund, if requested. - You will not need to take any additional action in the platform once the refund is approved by our team. To initiate a refund or cancellation, contact our team using the chat widget (see below). Have your invoice number ready to speed up the process. ✅ Summary of What to Prepare Before Contacting Support - Your invoice number (found under Billing → Invoices) - The charge amount and date - A brief description of which features you cannot access - Whether you prefer a refund, subscription cancellation, or restored access 💬 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🗺️ GBP Changes Not Appearing on Live Listing

🔍 Overview After deploying changes to your Google Business Profile (GBP) through Search Atlas, you may notice that updates do not appear on your live listing — even after receiving a success message and waiting 24 hours or more. This article explains why this happens and walks you through the steps to resolve it. ⚠️ Why Changes May Not Appear There are several reasons a deployment can appear successful inside Search Atlas but fail to update on Google's side: - Google propagation delay: Most changes take up to 24–72 hours to appear on Google, even when deployed correctly. - Invalid or deprecated attribute values: If a field contains a value Google no longer supports (for example, a deprecated social media enum), Google silently rejects the update — even though Search Atlas returns a success message. - Pending state on Google's side: Certain field types, such as business hours or specific attributes, can enter a pending review state on Google and may take longer to go live. - Invalid argument errors: A deploy containing an unsupported value in any single field can cause the entire deployment to fail, leaving all other changes unapplied. - Service area updates: Service area changes are particularly prone to silent failures where Google accepts the request but does not apply the update to the live listing. 🛠️ Steps to Troubleshoot 1. Wait the full propagation window. Allow at least 72 hours before concluding that a change has not applied. Google's review and propagation process varies by field type and location. 2. Check your live listing directly. Open Google Maps or Search and manually verify whether the specific field you updated has changed. Do not rely solely on the preview inside Search Atlas. 3. Review each changed field individually. If a batch deployment ("Deploy all changes") failed, try deploying each field one at a time. This helps identify which specific field is causing the rejection. 4. Remove or correct problematic attributes. If you recently added social media links, phone number types, or custom attributes, check whether those values are still supported by Google. Remove any that may be outdated and redeploy. 5. Check for yellow badge persistence. A yellow badge on a field inside Search Atlas may indicate the change is still pending or was not fully confirmed by Google, even if the deploy appeared successful. Try redeploying that specific field. 6. Refresh your GBP connection. Navigate to your GBP settings inside Search Atlas and confirm your Google account connection is active and authorised. A lapsed OAuth token can cause silent failures. 📋 Common Scenarios and Fixes - Hours not updating: Business hour changes can enter a Google-side pending state. Wait 72 hours and check again. If still not applied, remove the hours entry and redeploy. - "Deploy all changes" fails entirely: This is often caused by one invalid field blocking the entire batch. Deploy fields individually to isolate the issue, then correct and redeploy the problematic field. - Service areas show success but don't update: Service area changes are known to occasionally fail silently. Try removing the service area entries, saving, then re-adding and redeploying them. - Social or action links not saving: Google periodically deprecates supported link types. Remove any link that uses an older format (such as Facebook Messenger) and redeploy the remaining changes. ✅ What a Successful Deployment Looks Like A change is fully applied when: - The field in Search Atlas shows no yellow pending badge. - The update is visible on your live Google Business Profile on Google Maps or Search. - The change has been live for at least 24 hours without reverting. If the field still shows a pending badge after 72 hours, the deployment has likely encountered a silent rejection from Google and should be redeployed after reviewing the field value. 💬 Still Need Help? If you have followed the steps above and your changes are still not appearing on your live listing, our team can investigate the specific deployment logs for your location. 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.

🔄 Reconnecting Your GBP Account and Citation Sync

Overview If your original Google Business Profile (GBP) was suspended and you created a new one with the same business details, you may need to reconnect it inside Search Atlas. This article explains what to expect when reconnecting a GBP account and how citation sync behaves after reconnection. What Happens to Citations After Reconnection? When you reconnect a new GBP account in Search Atlas — even if the business name, address, and phone number are identical to the suspended profile — citations do not sync automatically. A new citation sync will need to be triggered manually after the new GBP is connected. This means any citations previously associated with the old (suspended) GBP connection will not carry over automatically. You will need to re-run the citation sync process once the new account is connected. How to Reconnect Your GBP Account and Re-Sync Citations To reconnect your GBP and restore citation sync, follow these general steps: 1. In your Search Atlas account, locate the settings or connection area for your GBP project and connect your new GBP account by signing in with the Google account that manages the new profile, then confirm the correct business location. 2. Once the new GBP is connected, manually trigger a new citation sync for your project — this will not happen automatically. 3. Review the results and address any inconsistencies or missing listings identified during the sync. Tip: Make sure your business name, address, and phone number in the new GBP exactly match what is listed in your citations. Even small differences can cause mismatches during the sync. Important Things to Know - Citations do not sync automatically. After connecting a new GBP, you must manually trigger a citation sync — it will not happen on its own. - Business details must match. For the citation sync to work accurately, ensure your name, address, and phone number are consistent across your GBP and all citation sources. - Contact support if you are unsure. If you cannot locate the GBP reconnection option or the citation sync trigger in your account, reach out to our support team and have your project name and the Google account email associated with the new GBP ready so we can assist you quickly. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Fix Low Citation Scores and Track Aggregator Progress

🔍 Overview After purchasing citations, it is normal to expect your citation score to rise quickly — but several factors can delay or prevent that from happening. This article explains how to track citation progress inside Search Atlas, what causes citations to stall, and how to troubleshoot specific aggregators like Data Axle. 📊 How to View Your Citation Progress To monitor the status of your purchased citations, navigate to the Local section of your Search Atlas dashboard's left sidebar and select Local Citations. The exact location may vary depending on your account configuration. Once there, look for a list or table of your submitted citations that shows each directory or aggregator alongside its current processing status. Citations will generally reflect one of the following states: - Live / Completed — the citation has been accepted and is active. - In Progress / Pending — the submission is still being processed; no action is needed yet. - Action Required / Error — something is blocking the citation from going live and may need your attention. If you are unsure where to find your citation status in your account, open the chat widget in the bottom-right corner of the platform for guidance on locating the correct section. ⏱️ When to Expect Visibility After Purchase Citation processing times vary by aggregator and can take several weeks. Major aggregators may take longer than standard directories, and verification requirements can extend processing time further. Your citation score in Search Atlas updates as completed citations are confirmed, so score changes may lag behind live citations due to data refresh cycles. If a citation still appears unprocessed after an extended period, proceed to the troubleshooting steps below. ⚠️ Common Reasons Citations Fail to Process A low citation score after purchasing from multiple aggregators is usually caused by one or more of the following: - Aggregator processing delays: High-volume aggregators can take longer than expected, especially during peak periods. - Data validation failures: If your business name, address, or phone number (NAP) does not exactly match what is on file with the aggregator, the submission may be rejected silently. - Duplicate records: If a listing for your business already exists in an aggregator's database under slightly different NAP data, the new submission may be flagged or suppressed until the conflict is resolved. - Business verification requirements: Some aggregators require additional identity or ownership verification before publishing a listing. If a verification step was sent and not completed, the citation may remain pending. - Ineligible business type or category: Certain aggregators restrict listings for specific industries or service-area-only businesses without a physical address. 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 Local Citation Overlap Errors After Offering Changes

🔍 What Is a Local Citation Overlap Error? A local citation overlap error occurs when you attempt to submit a new citation campaign for a business location that is already covered by an existing active campaign. Search Atlas flags this conflict to protect data integrity and avoid contradictory signals across citation sources. This error commonly surfaces when a business updates its service offerings and tries to submit a new campaign without first resolving the existing one. ⚠️ Why This Happens When Offerings Change When your business updates its service offerings — for example, adding new service types, removing discontinued services, or shifting focus to a different area — your original citation campaign still holds the old directives. Submitting a new campaign without properly addressing the old one creates a conflict that triggers the overlap error. Common scenarios that cause this: - The original campaign is still active and targeting the same location or category. - New offering directives contradict the scope defined in the existing campaign. - A previous submission is still in progress and has not yet cleared the system. ✅ How to Resolve the Overlap Error Because resolving a local citation overlap error and reworking an affected campaign involves backend adjustments to your citation data, this issue requires assistance from the Search Atlas support team. When reaching out, please have the following ready to help the team resolve it as quickly as possible: - The business name and address associated with the conflicting campaign. - The exact error message you are seeing when attempting to submit. - A description of the offering changes you have made (e.g., services added, removed, or modified). - The date and time you first encountered the overlap error. - Any campaign names or IDs visible in your account related to the affected location. Having this information ready will allow the support team to identify the conflicting campaign, coordinate the necessary rework, and resubmit your citations with the correct updated directives. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔧 Fixing Cross-Business Citation Contamination in Dashboards

What Is Cross-Business Citation Contamination? Cross-business citation contamination occurs when citations belonging to a completely unrelated business appear inside your Search Atlas account dashboard. For example, if you manage one insurance agency but citations for a completely different, unaffiliated insurance agency are showing up in your dashboard, this is not a normal citation management situation — it is a potential account data mapping error that requires immediate investigation. This is different from seeing a competitor's citation listed as an external reference or a duplicate listing issue. In contamination cases, another business's citation records are surfacing directly inside your account as if they belong to your business. How to Identify a Data Mapping Error vs. a Normal Citation Issue Use the checklist below to determine whether you are experiencing contamination or a standard citation discrepancy: - Business name mismatch: The citation clearly shows a different business name (not a misspelling or abbreviation of yours). - Different address or phone number: The NAP (Name, Address, Phone) data does not match your business in any way. - Unrecognised listing sources: The directories or platforms listed are ones you never submitted your business to. - Volume is unexpectedly high: A large number of foreign citations appeared suddenly, not gradually over time. - No shared ownership: You do not manage or have any affiliation with the other business appearing in your dashboard. If any of the above apply, you are likely dealing with a data mapping error, not a standard citation issue. Do not attempt to edit or delete these citations yourself — doing so may complicate the investigation. Where to Find Citation Data in Search Atlas To review the citations appearing in your account, navigate to Local → Local Citations within your active project dashboard. Take note of any entries where the business name, address, or phone number does not match your business profile, and keep a record of the specific listings (business name shown, source URL, and NAP data) before reporting the issue. What to Have Ready Before Escalating Because this type of issue involves a backend data mapping error, it cannot be self-resolved by editing or deleting citations in the dashboard. When you contact our support team, please have the following information ready so we can investigate quickly: - Your project name as it appears in your Search Atlas account. - The name of the unrelated business whose citations are appearing in your dashboard. - Specific citation URLs or source directory names where the foreign citations are listed. - The NAP data shown (business name, address, and phone number) for the unrelated business. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔧 Fix Missing Local Citations in Report Builder

Overview If your client received a Report Builder report showing empty or missing local citation data — even though the citation campaign shows as completed — this is typically caused by a data synchronization issue between the Local Citations module and the Report Builder. This article explains what is happening and what to have ready when you reach out for support. ⚙️ Why This Happens Report Builder pulls citation data from your Local project at the time the report is generated. If the report was created or last refreshed before the citation campaign finished syncing, the report may capture an incomplete data snapshot. This is a known synchronization issue that requires backend investigation to resolve. 📋 What to Have Ready When You Escalate Because this issue involves a backend data sync problem, our team will need to investigate on your behalf. Before reaching out, please gather the following information so we can resolve it as quickly as possible: - The name of the affected project in Report Builder. - The name of the Local Citations campaign that appears completed but is not showing data in the report. - The approximate date and time when the report was generated or last viewed. - Any error messages or screenshots showing the empty citation sections in the report. - The Google Business Profile account or location associated with the project, if applicable. 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.

🛠️ Local Citation Status Stuck in 'Submitting' Fix

🔍 Overview After purchasing a local citation pack, orders normally complete within 50 days. If your order still shows a Submitting status beyond that window, you are likely experiencing a known display bug where the platform's interface does not correctly reflect the actual backend submission status. This article explains what causes the issue, how to confirm it, and what steps to take. ⚙️ What Causes This Issue Our engineering team identified and resolved a backend discrepancy affecting local citation campaigns. In some cases, citations were fully submitted to directories — including the Foursquare and GPS network — but the status visible in the platform did not update to reflect completion. This mismatch caused orders to appear permanently stuck in Submitting even though the underlying work was finished. A related issue also caused the status shown in the list view to differ from the status shown inside the submission details modal. Both of these bugs have been fixed and deployed to production. ✅ How to Check Your Citation Order Status 1. In the left sidebar, go to Local → Local Citations. 2. Open the relevant project and navigate to your local citations section. 3. Review the current status displayed for each citation pack order. 4. If an order was placed more than 50 days ago and still shows Submitting, the status may not have refreshed automatically following the bug fix deployment. 💡 What to Do If the Status Has Not Updated Because this was a UI and backend synchronisation bug, some accounts may need a manual status refresh applied by our team after the fix was deployed. There is no self-serve action inside the platform that forces a status recalculation for historical orders affected by this bug. If your citation order is still showing Submitting after the fix has been live for at least 48 hours, the next step is to contact our support team so an agent can verify your specific order records, confirm whether submissions were completed on the backend, and apply any necessary corrections to your account. 📋 Information to Have Ready Before Contacting Support - The dates your citation pack orders were purchased (for example, the order from September 2 or March 11) - The name of the GBP project or business location associated with the orders - A screenshot of the current status shown in the platform, if possible - Confirmation of how many days have passed since each order was placed 🚀 What Our Team Will Do When you reach out, a support agent will look up your citation order records on the backend to confirm whether submissions were actually completed despite the status display. If the fix has been deployed and your status still has not updated, the agent will escalate to the engineering team with your account details and track the correction through to resolution. You will be given a feedback window to confirm the status displays correctly after any fix is applied. 📞 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.

🔧 Fix Yellow Pages Citations, Billing & Campaign Issues

Overview This article addresses three related issues that can occur together when managing local citations in Search Atlas: a Yellow Pages listing that has not updated to your new business name, an unexpected charge appearing on your account, and an inability to create new campaigns due to free trial restrictions. Because these are backend issues, our support team will need to investigate and resolve them on your behalf. Follow the steps below to prepare the information needed when you reach out. Issue 1: Yellow Pages Listing Not Updated After 2+ Months Citation updates — including business name changes — are submitted to directory publishers like Yellow Pages on your behalf. However, propagation to the live directory can take time, and in some cases a sync or submission error may have prevented the update from going through. This type of issue requires investigation by our support team. When contacting support, please have the following ready: - The name of the affected project or account - The old and new business name you expected to see reflected on Yellow Pages - The approximate date the citation update was originally submitted - A screenshot or link showing the Yellow Pages listing still displaying the outdated information Note: After a successful re-submission by our team, allow several weeks for Yellow Pages to reflect the change on their platform. Directory propagation timelines are controlled by the publisher. Issue 2: Unexpected or Incorrect Charge If you have been charged an amount that does not match your expected plan cost, this may be the result of a billing error tied to citation campaign creation. Search Atlas processes refunds for verified incorrect charges. This type of issue requires review by our support team. When contacting support, please have the following ready: - The charge amount and the date it appeared on your account - A description of why you believe the charge is incorrect (e.g., you did not authorize a campaign, or the amount does not match your plan) - Any relevant screenshots from your billing history Important: Do not attempt to re-submit any campaigns or payment information before speaking with the support team, as this could result in a duplicate charge. Issue 3: Cannot Create Campaigns Due to Free Trial Restrictions If your account is unable to create new campaigns because of free trial restrictions, this is a backend account state that our support team can investigate and restore. When contacting support, please have the following ready: - Your account or project name - The exact error message or restriction notice you are seeing - A screenshot of the restriction if 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.

⚡ 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.

🛠️ Fix SAB Citation Dummy Addresses and Refunds

🔍 What Is This Issue? When a Service Area Business (SAB) is set up in Search Atlas, the citation-building process may publish a placeholder or "dummy" street address on citation aggregators (such as data providers and directory listings). SABs by nature do not serve customers at a physical address, so any street address that appears publicly is incorrect and should be suppressed or removed. This article explains why this happens, what steps you can take, and how credits are handled if corrections are needed. ⚙️ Why Dummy Addresses Get Published Citation aggregators typically require a physical street address to create a business listing. When an SAB is submitted without a suppressed address, the system may pass through an internal or placeholder address to satisfy that requirement. This is a known limitation in how many citation networks handle SAB profiles, and Search Atlas is actively improving its SAB workflow to prevent this from occurring in future submissions. ✅ How to Identify Affected Citations 1. Log in to Search Atlas and navigate to your citation management area. 2. Review any citation-related tasks or audit flags associated with your SAB. 3. Cross-reference your live citations on the aggregator sites directly to confirm whether a dummy or internal address is displayed publicly. 🛠️ Steps to Request a Correction At this time, SAB citation address suppression corrections are handled by the Search Atlas support team. Follow these steps to get your citations corrected: 1. Gather a list of the specific citation sources where the incorrect address is published (site name and URL of the listing if available). 2. Note your business name and the incorrect address that was published, and confirm that the business is indeed an SAB with no public-facing physical address. 3. Contact the support team with the details above so the team can begin the correction process promptly. 💰 Credit Refunds for Affected Submissions If credits were used to build citations that published an incorrect dummy address for your SAB, you may be eligible to have those credits reinstated at no additional cost. Our team will review the affected submissions and, where the error is confirmed to be caused by the platform's handling of SAB profiles, the original credits will be returned to your account so you can use them for corrected submissions. To check your current credit balance and billing activity, please reach out to the support team who can assist you in reviewing your account. 🚀 What We Are Doing to Prevent This Search Atlas is actively working to improve the SAB citation workflow to ensure that dummy or placeholder addresses are not published for businesses that operate as Service Area Businesses. As these improvements are rolled out, affected customers will benefit from more accurate and compliant citation submissions going forward. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

📄 Fix Missing Citations in GBP Audit PDF Export

🔍 Overview When you export a GBP Audit report to PDF, you may notice that citation details visible in your dashboard do not appear in the downloaded file. This is a known issue that our team is investigating. ❓ Why This Happens Citation details are sometimes missing from GBP Audit PDF exports. The root cause has not yet been confirmed, and there is currently no self-serve fix available. If you are experiencing this, reaching out to our support team is the recommended next step. 🛠️ How to Escalate This Issue To help us investigate as quickly as possible, please have the following information ready before reaching out: - The name of the GBP project affected - The date and approximate time you attempted the export - A description of which citation details are missing from the PDF - If possible, a screenshot comparing the dashboard view with the exported PDF 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 Citation Submission Dates and Update Visibility

🔍 Overview When you update business information — such as a phone number — across your citation network, you may notice that the Last Submitted On date inside Local Citations does not immediately reflect the new submission date. This article explains why that happens and what you can expect. 📋 How Citation Submission Tracking Works Search Atlas submits your business data to citation sources and aggregator networks on your behalf. After a submission is sent, the platform records a Last Submitted On date to indicate when that data was last pushed. However, the platform currently has a known limitation: completing an aggregator-network submission does not automatically trigger a re-scan of your live citations. This means: - The Last Submitted On date shown in Local Citations may reflect an older submission, not your most recent update. - The citation data displayed in your dashboard — including live status — may be based on a previous scan rather than the latest submission. - Changes you submitted (such as a new phone number) may already be live or in progress on citation sources even if the date has not updated in the platform. ⚙️ Why This Happens When a submission is sent to aggregator networks, the platform does not always re-scan active citations afterward to confirm the update has gone live. As a result, the Last Submitted On timestamp and the citation status shown in the dashboard can fall out of sync with the actual submission activity. This is a known limitation that has been reported to our team. 🗺️ How to Check Your Citation Status While the date display limitation exists, you can still review your citation information inside the Local Citations section of the platform: 1. Navigate to Local → Local Citations in your dashboard. 2. Review the list of citation sources and their current recorded status. 3. Note the Last Submitted On date — keep in mind this may not reflect your most recent submission if updates were made after the last scan. If you recently submitted a change and the date has not updated, your submission may still be processing or confirmed live on the citation source even though the dashboard has not yet reflected it. ✅ What You Should Know Right Now - Your data was submitted. A date not updating does not mean your submission failed. The update has been sent to the citation network. - Live data may lag. Citation sources and aggregators can take days or weeks to reflect submitted changes, which is separate from the platform display limitation. - This is a known limitation. Our team is aware that the Last Submitted On date does not always update after a new submission, and improvements to this behavior are being tracked. 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.

🔄 Update NAP Citations on a Cancelled Account

📌 Overview Your NAP citation profile (Name, Address, Phone) is used by Search Atlas to scan and manage your business listings across online directories. If your account has been cancelled and you need to update a detail — such as a phone number — this article explains what is possible and how to get help. 🔍 What Is a NAP Citation Profile? A NAP profile stores the core business information Search Atlas uses when running citation scans and managing local listings. It includes: - Business name - Address - Phone number Keeping this information accurate is essential for local SEO. Incorrect or outdated details — especially a phone number — can cause inconsistencies across directories and hurt your local search rankings. ⚠️ Why Cancelled Accounts Cannot Self-Serve NAP Updates When an account is cancelled, access to the platform's full feature set is restricted. This means you cannot independently edit your NAP profile through the platform's citation management tools, which require an active subscription to function. If your account is cancelled, you will not be able to: - Edit your NAP citation profile directly in the platform - Run new citation scans against updated contact details - Push corrected information to connected directories ✅ How to Get Your Phone Number Updated Even with a cancelled account, our support team can assist you. Please have the following details ready so the team can process your update quickly: - Your business name (e.g., Showcase Financing) - The new phone number you need applied to your NAP profile - Any additional location details if you manage multiple listings Our team will review your account and apply the phone number update to your NAP citation profile on your behalf. 💡 Reactivating Your Account to Manage Citations Yourself If you plan to continue managing your local citations and keeping your NAP data accurate across directories, reactivating your subscription gives you full access to the citation management tools. Once reactivated, you can update your NAP profile and run citation scans directly within the platform. From there you can: - Edit your business name, address, and phone number - Run citation scans to check directory consistency - Identify and fix NAP mismatches across the web 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 SAB Dummy Address Citations and Get Credits Back

🏠 Understanding the SAB Citation Problem If you manage a Service Area Business (SAB) — a business that serves customers at their location rather than a physical storefront — your Google Business Profile (GBP) is set to hide your address from the public. However, some third-party citation directories and data aggregators do not support address suppression. When a citation is submitted to one of these incompatible directories, your internal dummy address (the placeholder address used for NAP consistency) can be published publicly instead of being hidden. This creates two problems: your private address is exposed, and the credits spent submitting to those incompatible aggregators may not have delivered value. This article explains how to identify affected citations, request corrections, and ask for credit reimbursement. 🔍 Step 1 — Identify Which Citations Were Affected Before contacting support, gather the details of each affected citation so your request can be processed quickly. 1. Review your citation results within the platform and note every directory where your dummy address appears publicly instead of being suppressed. 2. For each affected listing, record: the directory name, the URL of the live listing, and the date the citation was submitted. Having this information ready will significantly speed up the correction and reimbursement process. ⚙️ Step 2 — Understand Which Aggregators Are Incompatible Not all citation networks support SAB address suppression. Directories that are incompatible will always display a physical address field and have no mechanism to leave it blank or hidden. Common signs of an incompatible aggregator include: - The listing shows a full street address even though your GBP has the address hidden. - The directory does not offer a Service Area Business or no storefront option during listing creation. - The published address matches your internal dummy address exactly. Credits spent on these incompatible aggregators are eligible for reimbursement because the submission could not be completed in a way that meets SAB privacy requirements. 📋 Step 3 — Request Address Correction and Credit Reimbursement Search Atlas handles SAB citation corrections and credit reimbursements through the support team. To submit your request, please have the following ready: - The list of affected citations compiled in Step 1, including directory names, live listing URLs, and submission dates. - A clear statement that you are requesting both address correction and credit reimbursement for incompatible aggregators. - Your project name or any other identifying information that will help our team locate the relevant citations 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.

🛠️ HDC Limit Error Blocking Citation Submission

🔍 Overview Some users encounter a blocking error when trying to submit a citation bundle — even though their available HyperDrive Credits (HDC) are sufficient to cover the cost. The error message typically references a credit limit (for example, "You have hit the limit of 245 HyperDrive credits") and prevents the submission from going through entirely. If you are seeing this error despite having enough credits, follow the steps below to troubleshoot and get your submission through. ✅ Confirm Your HDC Balance Is Sufficient Before troubleshooting, verify that your available HDC balance genuinely covers the cost of the citation bundle you are trying to submit. Check both your recurring credits and any purchased (top-up) credits, and confirm their combined total meets or exceeds the bundle size. - Your billing cycle reset date affects when recurring credits are added — confirm the reset has fully processed. - Purchased credits should be reflected immediately after a successful transaction. - If your balance appears lower than expected, check your billing history for any recent deductions. 🔄 Try These Steps Before Contacting Support 1. Refresh your browser and navigate back to your citation submission. Cached session data can sometimes cause the platform to display an outdated credit state. 2. Clear your browser cache and log back in. This ensures the platform loads your current account balance fresh from the server. 3. Wait a few minutes and retry. If your billing cycle reset very recently, there may be a brief delay before all credit types are fully reconciled in the system. 4. Try submitting a smaller bundle to confirm whether the error is tied to a specific bundle size or affects all submissions. 5. Check whether the issue persists across different browsers or devices. This helps rule out a local browser issue. ⚠️ When to Escalate If you have confirmed your HDC balance is sufficient and the steps above do not resolve the error, please reach out to our support team. Share a screenshot of the error message and your current credit balance so the team can investigate your account directly. If you need further assistance, don't hesitate to contact us.