Troubleshooting: Other Issues

🔧 Fix Lead Capture Widget Invitation-Only Redirect Issue

🧭 Overview When you embed a Lead Capture widget on your website, visitors should see a public-facing form or report — not a login or registration wall. If your current snippet is redirecting visitors to an Invitation Required registration page, your widget is pointing to the whitelabel dashboard instead of the public Lead Capture widget endpoint. This article explains how to identify and fix that configuration. 🔍 How to Tell Which Problem You Have There are two different snippets inside Search Atlas. It is easy to copy the wrong one. Before changing anything, confirm which behavior your visitors are seeing: - Public widget working correctly: Visitors land on a branded report or lead capture form with no login prompt. - Invitation-only redirect (this issue): Visitors are sent to a page that says Invitation Required or asks them to register before they can continue. This means your snippet is linking to the whitelabel dashboard URL, not the embeddable public widget. ⚠️ Why This Happens Search Atlas has two separate access points that look similar but behave differently: - Whitelabel Dashboard link — requires an invitation or account login. It is designed for clients you have explicitly invited to view their reports inside your branded portal. - Lead Capture Widget snippet — a publicly embeddable code block that lets any anonymous visitor submit their site URL, receive a report, and become a lead. No login or invitation is needed. If you copied your snippet from the whitelabel dashboard settings area rather than the Lead Capture widget settings area, visitors will always hit the invitation gate. The fix is to replace the snippet with the correct one. ✅ How to Get the Correct Public Widget Snippet 1. Log in to your Search Atlas account. 2. In the left sidebar, navigate to Lead Capture. 3. Open the Widget Settings tab (not the Dashboard or Client Access tab). 4. Locate the Embed Code section. The correct snippet will contain a script tag referencing the public widget endpoint — it will not contain a dashboard subdomain URL or an invite token. 5. Copy the full snippet exactly as shown. 6. Replace the existing snippet on your website with this new code. 7. Save and publish your page, then test by opening the page in a private/incognito browser window to confirm visitors see the public form instead of an invitation prompt. 🛠️ Quick Checklist Before You Go Live - You copied the snippet from Lead Capture → Widget Settings, not from the whitelabel dashboard area. - The snippet does not include your whitelabel subdomain (e.g., reports.yourdomain.com/invite) as the destination URL. - You tested the page in an incognito window while logged out of Search Atlas. - Visitors see the lead capture form or public report immediately — no login or registration prompt appears. 📋 Additional Configuration to Check Even with the correct snippet in place, the following settings can affect public access: - Widget visibility: Inside Lead Capture → Widget Settings, confirm the widget status is set to Active or Published. A draft or paused widget may still redirect or show an error. - Whitelabel domain routing: If your whitelabel domain and your lead capture widget share a parent domain, ensure the routing rules in your DNS or platform settings are not intercepting the widget URL and sending traffic to the client dashboard instead. - Report access toggle: Some accounts have a setting that restricts report viewing to invited clients only. If that toggle is enabled globally, it will override the public widget. Locate the access control settings under your whitelabel configuration and confirm public report access is allowed. 🔄 If the Correct Snippet Still Redirects to Invitation Page If you have replaced the snippet with the one from Lead Capture → Widget Settings and visitors are still hitting an invitation-required page, this may indicate a platform-level configuration issue rather than a snippet error. In that case: - Double-check that you saved and re-published the page after replacing the snippet. - Clear any caching on your website or CDN, as an old cached version of the page may still be serving the old snippet. - Try embedding the widget on a brand-new test page to rule out page-level conflicts. - If the problem persists on a fresh page with the correct snippet, the issue is likely a backend configuration that requires our team to investigate. 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 Report Recipients and Agent Issues

📬 Why reports may reach the wrong recipient Reports are sent to the recipient saved in the report, schedule, or delivery settings. This may differ from the email associated with your Search Atlas account, especially if the report was created or scheduled by another user. Atlas does not intentionally send reports to random addresses. A previous recipient, shared report setting, or delivery destination may still be associated with the report. 🔍 Check the report recipient 1. Open the relevant project or report in Search Atlas. 2. Open the report’s sharing, scheduling, or delivery settings. 3. Review the recipient list and remove any address you do not recognize. 4. Add the email address that should receive the report. 5. Save the changes and review the next scheduled delivery. If you cannot find recipient settings, the report may be managed by another project member or may use a saved schedule. Ask the project owner to review and update the delivery settings. ⚙️ Confirm your account email Make sure you are signed in to the correct Search Atlas account and workspace. Being a report viewer does not always make you the report recipient. Your account email and the report’s delivery recipient are separate settings. 🤖 Troubleshoot Atlas Agent failures Atlas Agent may occasionally show an incorrect connection status, fail to complete a large request, or report that an action finished when it did not. These messages can reflect a temporary processing or delivery issue rather than a problem with your connected data source. - Refresh the page and retry the request. - For large reports, split the request into smaller steps. - Confirm that the required project, report, or data source is selected. - Check whether the requested report or file was actually generated before retrying. - For scheduled results, verify the destination and recipient separately. If Atlas Agent says Google Search Console or Google Analytics 4 is disconnected, verify the connection from the relevant project settings. If the connection is active but the message continues, treat the status as potentially incorrect and retry the report. ✅ Prevent future delivery problems - Use a shared team recipient instead of a former employee’s address. - Review recipients whenever you duplicate or transfer a report. - Keep project members and report owners up to date. - After scheduling a report, confirm its recipient and delivery destination. - For important reports, verify that the first delivery arrives as expected. 💬 Get help from our team When contacting support, include the project name, report name, incorrect recipient, approximate time of the issue, and any Atlas Agent message shown on screen. Do not share passwords or private access tokens. 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 Quota Exhausted Errors in Iframed Reports

🔍 Overview Some users have encountered a quota exhausted error displayed inside iframed white-label reports — both Classic and New versions — while the same report viewed directly via its live URL works without issue. This article explains what caused the problem and what to do if you see it. ⚙️ What Caused This Issue This error was caused by a missing internal quota record on the server side. Even though your account had valid quota allocations in the database, a required background data object was absent, which caused iframed versions of reports to incorrectly display a quota exhausted message. This was a platform-level bug, not a problem with your account settings or report configuration. ✅ Current Status A fix for this issue has been deployed to production. If you encountered this error previously, it should now be resolved. Follow the steps below to confirm everything is working correctly. 🖥️ Steps to Verify Your Reports Are Working 1. Log in to your Search Atlas account. 2. Navigate to your Reports section to access your report projects. 3. Open the report that was previously showing the error and copy its iframe or share URL. 4. Load the iframed version of the report in a browser tab or within your white-label environment. 5. Interact with the report — apply filters, switch sections, or scroll — to confirm no quota exhausted message appears. 6. Repeat this check for both Classic and New report versions if you use both. 🚨 If the Error Is Still Appearing If you complete the steps above and the quota exhausted error is still visible in your iframed reports, the issue may need to be reviewed individually for your account. Before reaching out, gather the following details to help the team investigate quickly: - The specific report URL and the iframe embed URL where the error appears - Whether the error appears in Classic reports, New reports, or both - A screenshot of the error message if possible - Confirmation that the live (non-iframed) URL loads correctly 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 Trend Arrow Misalignment in Reports

Overview Trend arrows in Search Atlas reports give you a quick visual signal — green for improvement, red for decline. Occasionally, customers notice that an arrow appears to show the wrong direction relative to the underlying metric number. This article explains what to check and steps you can take to resolve it. Steps to Troubleshoot a Misaligned Trend Arrow Before contacting support, work through the following checks. Many cases of trend arrow misalignment can be resolved by adjusting your report settings directly. 1. Check your date range and comparison period. Open the report and review the date range selector. Confirm that the comparison period is set to what you intend — for example, if you are viewing the current week, make sure the comparison is set to the previous week rather than the previous year or a custom range you did not expect. A mismatch between these two windows is a common cause of arrows pointing in the unexpected direction. 2. Review your widget or metric settings. Open the settings for the specific widget or metric showing the misaligned arrow. Confirm that the metric direction is configured correctly for your use case. Some metrics should increase over time (higher is better) while others should decrease (lower is better). If this setting is incorrect, the arrow color and direction will appear inverted relative to what you expect. 3. Refresh or reload the report. If the arrow still appears misaligned after confirming your settings, refresh the page or reload the report to rule out a display rendering issue. 4. Test with a different date range. Switch to a different date range and then switch back to your original range. This can force the report to re-evaluate the comparison calculation and clear any stale display state. If the Issue Persists If you have worked through the steps above and the trend arrow still shows the wrong direction, our support team will investigate your specific report setup. Please have the following ready before reaching out: - The name of the affected report and the specific metric or widget showing the misaligned arrow. - The date range you are currently using and the comparison period you expected the arrow to be based on. - A screenshot of the misaligned arrow alongside the metric value, if possible. - When you first noticed the issue — including an approximate date and time. 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 and Improve Your Report Quality

🔍 Why Report Quality Matters Sending an inaccurate or incomplete report to a client can damage trust and raise questions about your SEO process. Report quality issues in Search Atlas most commonly fall into a few categories — and many can be addressed by reviewing your project settings, data connections, and report configuration before escalating to support. 🔎 Step 1: Identify the Type of Issue Before making changes, pinpoint exactly what is wrong with the report. Common issues include: - Outdated data — metrics reflect an old crawl or keyword snapshot - Missing sections — certain modules were not included or saved correctly - Incorrect domain or project — the report was built against the wrong project - Inaccurate keyword rankings — rankings shown do not match expected results - Branding or formatting errors — logo, colors, or client name are incorrect 🔄 Step 2: Check Your Data Connections and Refresh Status If the data appears stale or missing, review the following before regenerating the report: - Confirm that the correct project and domain are associated with the report you are reviewing. - Check whether any third-party integrations (such as Google Search Console) are properly connected within your project settings. Disconnected integrations can result in blank or zero-value data. - If data appears outdated, initiate a new crawl or ranking refresh from within the relevant tool in your project, then wait for it to complete before reviewing the report again. - Verify that the target location settings for keyword tracking match what was agreed with your client, as rankings are location-specific. 🛠️ Step 3: Review Each Report Section Work through the report section by section to confirm accuracy: - Keyword Rankings: Confirm the tracked keywords and target location are correct. An incorrect geo setting will produce misleading ranking data. - Site Audit Data: Verify the crawl was run against the correct domain and completed without errors. - Backlink Data: Check that the domain is entered correctly — a subdomain versus root domain difference can significantly affect link counts. - Traffic Data: Confirm any required integrations are active and connected in your project settings. - Branding: Review your agency logo, colors, and client name in the report settings before resending. ✏️ Step 4: Correct and Resend the Report Once you have identified the issue, make the necessary corrections within the report and save your changes. Review the updated report in full before resending it to your client. 📋 Before Contacting Support If you are unable to resolve the issue after completing the steps above, please have the following ready when you reach out: - The name of the project and domain the report is associated with - A description of exactly what data appears incorrect or missing - Any error messages you have seen, including the exact wording - The date and time you first noticed the issue If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔍 Troubleshooting Report Quality and Accuracy Issues

🧭 Overview If a generated report contains unexpected data, missing metrics, or results that don't match your expectations, this guide will help you identify the root cause and take corrective action. Working through these steps systematically will resolve the majority of report quality issues. 🗂️ How to Access Your Reports Navigate to Left sidebar → Reports or go directly to /report-builder/projects-list. From here you can open, edit, regenerate, or review any existing report. ⚠️ Common Causes of Report Quality Issues - Incorrect date range selected: The report pulled data from the wrong time period, causing metrics to appear off or incomplete. - Wrong project or domain configured: The report is pulling data for a different property than intended. - Filters applied unintentionally: Active keyword, location, or device filters may be excluding data you expect to see. - Data source not yet indexed: New projects or recently added keywords may not have enough historical data to populate all metrics. - Cached or stale data: The report may have been generated before the latest crawl or ranking update completed. - Metric misalignment: The report template includes metrics that don't apply to the selected project type or subscription tier. - Template misconfiguration: Sections, widgets, or branding elements were not set up correctly before generation. 🔎 Step-by-Step Diagnosis 1. Open the report in question. Go to Left sidebar → Reports, locate the report, and open it for review. 2. Check the date range. Confirm the date range shown in the report matches the period you intended to cover. Adjust and regenerate if needed. 3. Verify the linked project and domain. Inside the report settings, confirm the correct project and domain are selected. A mismatch here is one of the most common causes of inaccurate data. 4. Review active filters. Check for any keyword, location, device, or tag filters that may be narrowing the data. Remove unintended filters and regenerate the report. 5. Compare data against the live dashboard. Open the corresponding project dashboard and compare key metrics directly against what appears in the report. If the dashboard matches your expectations but the report does not, the issue is in the report configuration, not the underlying data. 6. Check when the report was last generated. If the report was generated before a recent crawl or ranking refresh completed, regenerate it to pull the latest data. 7. Inspect the template settings. Open the template used for this report and confirm all sections and widgets are correctly configured for the project type. Remove or replace any widgets that are not applicable. 8. Regenerate the report. After correcting any configuration issues, regenerate the report and review the output before sending it to your client. ✅ Data Validation Checklist Before sending any report to a client, run through the following checks: - Date range is correct and clearly labeled. - Domain and project name match the client's property. - All key metrics are populated and not showing as zero or blank. - No unintended filters are active. - Branding, logo, and client name are accurate. - Metrics align with the client's goals and the report template purpose. - The report was generated after the most recent data refresh. 🛠️ When to Regenerate vs. Reconfigure Regenerate the report when the configuration looks correct but the data appears stale or incomplete. This forces the system to pull the most current data available. Reconfigure the report when the date range, project, domain, filters, or template settings are incorrect. Always regenerate after making configuration changes. 📋 Information to Gather Before Contacting Support If the steps above do not resolve the issue, collecting the following information in advance will allow our team to investigate efficiently without needing to follow up multiple times: - The name and URL of the affected report. - The project and domain the report is linked to. - The date range the report was configured to cover. - A description of what the report shows versus what you expected to see. - Screenshots or a screen recording highlighting the specific discrepancy. - Whether the live dashboard for the same project shows correct data. - The date and time the report was originally generated. 💬 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.

🛠️ Report an Issue: How to Submit Debug Information Through the Search Atlas WordPress Plugin

The Report an Issue feature in the Search Atlas WordPress plugin provides a simple, streamlined way for clients to notify our team of problems they encounter. In a few simple steps, users can include a full issue description, select the severity, and automatically attach all relevant system information we need to debug and prioritize the issue efficiently. This ensures faster troubleshooting and better visibility for the engineering team. 📌 Plugin version requirement: The Report an Issue feature requires the latest version of the Search Atlas WordPress plugin. Before submitting a report, please make sure your plugin is updated to the most recent release to ensure the feature functions correctly and to avoid known connectivity issues present in older versions. 🖥️ Step-by-Step Guide 🔧 Step 1 — Navigate to the Report a Bug Section From your WordPress dashboard, click the More Features (apps-grid icon), then select Report a Bug. Your screen will load the full reporting interface, displaying two major areas: - System Information - Report an Issue This system information is automatically included in your report to help our team debug your environment. 📝 Step 2 — Review the System Information Block Under the “System Information” section, you’ll see key details about your installation: - Website URL - Plugin version - WordPress version - PHP version - Active theme - Project UUID — a unique identifier for your Search Atlas workspace, used by our team to locate your account quickly. This data requires no action from you — it is collected automatically and securely. 🗒️ Step 3 — Enter Your Issue Description Below the System Information block, you will find the Issue Description text area. If you do not see it, scroll down past the system details panel. Here, you’ll describe: - What happened - Any error messages - Steps to reproduce the issue - Any relevant context ⚠️ The field requires at least 10 characters. If the field is empty and you try to proceed, it will show a validation warning — exactly: "Issue description must be at least 10 characters long" — and the form will not submit until the minimum is met. 🚦 Step 4 — Select the Severity Level Below the description field, choose the issue severity. Choose the level that best matches the impact of the problem: - Critical — site is down, data loss is occurring, or the plugin is completely unusable. - High — a major feature is broken or significantly impacting your workflow. - Medium — functionality is impaired but a workaround exists. - Low — cosmetic, minor, or non-blocking issue. Selecting the right severity helps our engineering team triage and prioritize your report appropriately. 👤 Step 5 — Include User Information You’ll see a checkbox labeled: Include current user information (username, email) This helps us contact you if more context is needed. 📤 Step 6 — Submit Your Report Click the Submit Report button. Once submitted: - The plugin bundles your system data, - Attaches your description, severity, and user info, - Sends everything directly to our monitoring dashboard, - And becomes available to the engineering team for triage. After submission, you will see an on-screen confirmation message indicating that your report was received successfully. If you opted to include your user information, our team may follow up by email with any additional questions or updates as the issue is investigated. 📌This ensures we can prioritize and debug issues properly. 💡 How It Works Behind the Scenes Once your report is submitted: - The issue appears automatically in our internal dashboard. - Our engineering team can see full environment details and debug context. - Each issue is tracked, organized, and prioritized for investigation. This makes the process fast, transparent, and reliable for both the user and the development team. ⚠️ Troubleshooting: If the Report Issue page does not load, throws an error, or the plugin appears to be in an unhealthy state, please contact our support team directly through your usual support channel and include your Website URL, plugin version, and a manual description of the issue so we can assist you right away. ✨ Final Notes The Report an Issue tool is designed to make communicating technical issues frictionless. Just describe what you experienced, choose a severity, and click submit, the plugin handles the rest, giving our team everything needed to investigate. If you ever need help or want to share more details, don’t hesitate to reach out. We’re here to support you!

🛠️ Reporting Platform Bugs and Requesting Billing Relief

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

⚡ How to Build a Client Report with SEO and Google Ads Issues

Report Builder lets you create a single client-facing report that combines SEO improvement opportunities and Google Ads issues. The steps below reflect general guidance for this type of report — if your specific workflow differs, please reach out to the team for tailored assistance. Step 1: Open Report Builder From your Search Atlas dashboard, navigate to Reports. Select the project you want to generate the report for. Step 2: Confirm Your Google Ads Connection Before adding Google Ads data to the report, make sure a Google Ads account is connected to your project. If it is not connected, link it through your project settings so that paid search issue data is available to pull into the report. Step 3: Add SEO Issues to the Report Within Report Builder, add the SEO issues section to your report. This pulls in on-page and technical improvement opportunities for the selected project. Step 4: Add Google Ads Issues to the Report Add the Google Ads issues section to include paid search performance data and issue flags for your project. This section will only populate if a Google Ads account is connected (see Step 2). Step 5: Customize and Share the Report Once both sections are added, customize the report layout and branding as needed. Use the sharing options in Report Builder to generate a shareable link or export the report to send to your client. 🛠️ What to Have Ready If You Need Support If you run into issues while building the report, having the following information ready will help the team assist you as quickly as possible: - The name of the project you want to run the report for - Whether a Google Ads account has been connected to that project - What you are trying to include in the report (e.g., SEO issues, paid search issues, or both) - Any error messages or unexpected behavior you have encountered 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.

🔍 URL Pattern Exclusion and Subdomain Handling Explained

🗺️ Overview Search Atlas gives you control over which URLs appear in your dashboards and reports. You can manually exclude specific URL patterns, and certain subdomains are handled automatically by the platform. This article explains both features so your data stays clean and relevant. 🚫 Excluding Specific URL Patterns If you want to remove certain URLs or page types from your Search Atlas dashboards and reports, you can set up URL pattern exclusions. Common use cases include excluding thank-you pages, admin paths, staging directories, or any URLs that should not factor into your SEO analysis. To exclude URL patterns from your reports, follow these steps: 1. Log in to your Search Atlas account and navigate to the relevant project or dashboard. 2. Open the Settings for that project. 3. Locate the URL Exclusions or Filtered URLs section. 4. Enter the URL pattern you want to exclude. You can use partial strings (for example, /thank-you/ or /staging/) to match multiple URLs at once. 5. Save your changes. The exclusion will apply to new data refreshes going forward. Note: URL exclusions affect how data is displayed in your dashboards. They do not prevent Search Atlas crawlers from visiting those URLs — they only filter the URLs out of your reports and metrics. 🌐 How Subdomains Are Handled Search Atlas treats subdomains as separate entities from the root domain by default. This means blog.yourdomain.com and yourdomain.com are tracked independently unless you configure them to be grouped together. Here is what you need to know about subdomain behaviour: - Automatic separation: Each subdomain you add as a project is tracked on its own. Metrics such as keyword rankings, backlinks, and site health scores are not combined with the root domain automatically. - Search Atlas platform subdomains: Internal Search Atlas subdomains (for example, tool pages and application subdomains on searchatlas.com) are excluded from toolbar overlays and reporting features to avoid interference with your workflow. - Robots.txt and crawlability: If you manage subdomain sites, make sure your robots.txt file is correctly configured. Misconfigured robots.txt files on subdomains can allow unintended crawling by search engines, which may affect your SEO data. Search Atlas surfaces crawl issues like this in your Site Audit reports. - www vs. non-www: Search Atlas recognises www.yourdomain.com and yourdomain.com as different URLs. When connecting your site, use the version that matches your canonical domain consistently to avoid data discrepancies. ⚙️ Grouping Subdomains Under One Project If you want to view a root domain and its subdomains together in a single project, you can add multiple properties to one project using the Add Property option within your project settings. This lets you monitor combined traffic and performance without losing the ability to filter by individual subdomain when needed. 🛠️ Troubleshooting Common Issues Use the guidance below if you run into problems related to URL exclusions or subdomain handling: - Excluded URLs still appearing in reports: Exclusions apply to new data after you save them. Historical data already in your dashboard may still show the excluded URLs until the next data refresh cycle. - Subdomain data not showing up: Confirm the subdomain has been added as a tracked property in your project. Also verify that the subdomain is accessible and not blocked by robots.txt or a login wall. - www subdomain causing connection errors: If you experience issues connecting your site when your URL includes www, ensure the URL entered in Search Atlas exactly matches your WordPress or CMS home URL setting, including the www prefix. - Toolbar appearing on unintended pages: The Search Atlas SEO Toolbar is designed to exclude platform pages automatically. If the toolbar appears somewhere unexpected, refreshing the page or clearing your browser cache usually resolves this. 💡 Best Practices - Decide on a consistent URL format (www or non-www, HTTP or HTTPS) before setting up your project to prevent duplicate tracking. - Review your URL exclusion list periodically to make sure it reflects your current site structure. - Use the Site Audit tool to check for robots.txt issues on all subdomains you manage. - When in doubt about whether a subdomain should be a separate project or grouped with the root domain, consider your reporting goals — separate projects give more granular data, while grouped properties give a combined view. 🙋 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.

🛠️ Reporting a Persistent Technical Issue Effectively

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

🛠️ How to Report a Technical Issue Effectively

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

🛑 Stop Automated Reports After Account Closure

🔍 Why Reports Keep Arriving After Account Closure When a Search Atlas account is closed or a subscription lapses, some automated reports may continue to reach recipients for a short period. This happens because report schedules, recipient lists, and project statuses are not always fully cleared at the moment of deactivation. ✅ What You Can Do If your account is still active and you have access, you may be able to reduce unwanted report delivery by reviewing your report settings and removing recipients or disabling schedules where those options are available to you. However, because the steps required to fully stop outgoing reports depend on backend configuration that varies by account, the most reliable resolution is to contact the Search Atlas support team directly. A support teammate can intervene at the backend to stop unwanted report delivery on your behalf. 🚫 No Access to the Platform If your account has been fully deactivated and you cannot log in, you will not be able to edit reports or projects yourself. In this case, escalate to the Search Atlas support team so they can stop unwanted report delivery at the backend. When reaching out, please have the following ready: - Your account name or email address - The name or type of report still sending emails - The recipient email addresses still receiving reports - The approximate date your account was closed or deactivated 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 Anthropic 503 Provider Access Error

🔍 What This Error Means When you see API Error: 503 [provider_access_absent], it means Search Atlas's AI gateway was temporarily unable to route your request to Anthropic's servers. The error message may say "retrying will not help" or suggest you need to request access — in most cases, neither is true. This is almost always a short-lived routing issue between Search Atlas and Anthropic's infrastructure, not a problem with your account or subscription. 🛠️ Why This Error Occurs - Temporary capacity constraints: Anthropic's infrastructure occasionally limits availability during high-demand periods, which can cause the gateway to report a failed connection. - Model-level restrictions: A specific AI model may be temporarily unavailable while others remain fully accessible. The error message can make this look like a broader access problem — but it usually is not. - Gateway routing delay: Search Atlas's AI gateway may briefly lose its path to Anthropic's API pool before recovering automatically within seconds or minutes. ✅ How to Fix It — Step by Step 1. Wait 1–2 minutes, then retry. The majority of these errors resolve on their own. Refresh the page and try your action again before doing anything else. 2. Switch your AI model to Atlas Fusion. If the error appears again, change the model to atlas-fusion using the model selector before generating content. Atlas Fusion uses a separate provider pool and is unaffected by Anthropic-specific outages — it is the fastest way to keep working without interruption. 3. Try a different content action. In Content Genius (left sidebar → Content → Content Genius), you can switch modes. For example, try Write it yourself or Rework existing article if the error appeared during a different generation flow. 4. Check Anthropic's status page. If you suspect a wider outage, visit status.claude.com to see if Anthropic is reporting any active incidents that may be affecting availability. 📋 A Note on the Error Message Wording The phrasing in this error — "retrying will not help" and "ask an operator for Anthropic access" — can be alarming, but it is often misleading. This wording was intended for a very specific edge case (a permanently blocked API key), but it can surface during temporary routing failures that have nothing to do with your account's access level. You do not need to request new permissions or contact Anthropic. If switching to atlas-fusion resolves the issue, your account is fully functional and the problem was on the provider side. 🔄 Running Bulk Content Jobs? If this error appears during a Write with AI in Bulk session, pause the batch immediately rather than retrying rapidly. Wait 60–120 seconds to allow the gateway to re-establish its connection, then resume. Rapid successive retries during an outage window can queue up failed requests and slow recovery. 💡 Best Practices to Minimise Disruptions - Keep atlas-fusion available as a backup model when working on time-sensitive content or large bulk runs. - Wait at least 60 seconds between retry attempts — this gives the AI gateway time to recover its routing path. - If the same error recurs across multiple sessions on the same day, note the time and model you were using before contacting support — this helps our team investigate faster. 🆘 Still Seeing the Error? If the error persists after switching to atlas-fusion and waiting a few minutes, our team can look into the specific instance ID shown in your error message. 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 Blank Portfolio Summary

📋 What the portfolio summary shows The portfolio summary in Report Builder provides an overview of reports and project data. It may appear blank while information is loading, when no eligible project data is available, or if the summary has not refreshed correctly. 🔄 Refresh the report data 1. Open Reports from the left sidebar. 2. Select your report (Executive Summary). 3. Select Refresh Summary. 4. Wait for the refresh to finish, then reopen the portfolio summary. Some summaries can take several seconds to load. Keep the page open during this process and avoid refreshing repeatedly. ✅ Check your report and project data - Confirm that the correct projects are included in the report. - Check that the selected date range contains data. - Review any filters that could exclude projects or reports. - Open All Reports to confirm that reports are available. If the summary shows zero reports while a report list contains reports, the summary may be temporarily out of sync. Refresh the data and check again after a short wait. 🛠️ If the summary remains blank 1. Navigate away from Reports, then return to Reports and select your report (Executive Summary). 2. Use Refresh Summary again. 3. Verify that your projects and reports still appear under All Reports. 4. Record the affected portfolio, project names, date range, and approximate time of the issue. If the report list also fails to load after these steps, the issue may be temporary or account-specific. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔁 Reporting Incorrect Voodoo AI Responses

Use this SOP to quickly report any time Voodoo AI gives an incorrect, incomplete, or unhelpful answer, or when you spot issues in the Knowledge Base. ✅ What To Do Right after the conversation, submit the ClickUp form and include: - The customer's intent or question (what they were trying to solve) - The AI's response that did not work (paste the text or include a screenshot) - The actual solution that resolved the issue - The resource(s) used to solve it (e.g., KB articles, manual steps, internal links) - The Intercom conversation link (if available) 🚀 Why It Matters Your input helps us: - Improve Voodoo's accuracy and coverage - Keep the Knowledge Base reliable and up to date - Identify and fix bugs or gaps in support flows 📍 Where Is The Form? You can access the form directly via the link below: AI – Incorrect Answer Feedback Form in ClickUp ✅ When To Use This Form Submit the form immediately after any conversation where: - Voodoo gave a wrong, incomplete, or confusing answer - You had to step in and resolve the issue manually - You used a resource that Voodoo did not suggest 📝 How To Fill Out The Form 1. Identify the issue. Did the AI give a wrong, confusing, or incomplete answer? Is something in the Knowledge Base outdated or incorrect? Is there a bug in the workflow, UI, or links? 2. Open the form.Click here to open the form. The form creates a task automatically, so nothing gets lost. 3. Fill out the form with as much detail as you can, including: - Type of issue (choose one or more options) - Link to the Intercom conversation - Screenshot(s) showing the issue - Description of the AI response that failed - How it was resolved (if applicable) - Correct response - Resources used to fix the issue (if any) 🚀 What Happens Next? - Your report becomes a task in ClickUp - The Knowledge & AI team reviews and resolves it - Fixes are implemented as soon as possible (KB updates, AI training, bug fixes) 🚦 Reminders - Be specific and clear, especially when summarizing the customer's intent and the correct answer - Paste all relevant links — these are essential for retraining Fin - Feedback entries are reviewed weekly by the Content & AI Training team If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.