Home 🛠️ Troubleshooting

🛠️ Troubleshooting

Camilo Aponte
By Camilo Aponte
• 66 articles

🔐 Account Access Blocked or Redirected to Subscribe Screen — Wrong Email Used at Login

If you land on the Subscribe screen after logging in, you're almost certainly signed in with a different email than the one tied to your active plan. Find the correct billing email, reset its password, and you'll be back on your full dashboard in minutes. 🧱 Symptoms - You log in successfully but are immediately redirected to the subscribe / pricing page. - Your dashboard shows no active plan, even though you are being billed (e.g., $199/month for the Growth Plan). - Stripe receipts or bank statements confirm the charge, but the logged-in account shows no subscription. 🔍 Why This Happens Search Atlas ties each subscription to a single account email. If you sign in with a different email than the one used at checkout, the platform won't detect your active plan and will route you to the Subscribe screen. This commonly happens when customers sign up with a personal Gmail and pay with a work email — or vice versa. Follow these steps in order. Most customers resolve the issue after Step 2. ✅ Step 1 — Find the Email Tied to Your Subscription - Check your Stripe receipt or billing confirmation email from Search Atlas — the address it was sent to is almost always the one tied to your active plan. - Search your inbox(es) for any Search Atlas welcome email, invoice, or past password reset email. - If you use multiple addresses (personal, work, alias), check all of them. Once you've identified the correct email, proceed to Step 2. ✅ Step 2 — Reset the Password for That Account 1. Go to the Search Atlas Login page. 2. Click Forgot Password. 3. Enter the email address you identified in Step 1. 4. Open the reset email and create a new password. 5. Log in with that email and your new password. You'll land on your full dashboard with your active plan visible. ✅ Step 3 — Contact Support If You Can't Find the Correct Email Contact Search Atlas support and provide: - The last 4 digits of the card being charged, or the Stripe charge ID. - Any email addresses you may have used to sign up. - The exact charge amount and frequency (e.g., $199/month). Support can look up your account in QuickPro (QP) and Stripe and confirm which email holds your active plan. ❓ I'm Being Charged but My Account Shows No Plan — Am I Being Double-Billed? Almost never. You're most likely logged into a second, free account. Reset the password on the account tied to your billing email to restore access to your paid plan. ❓ Can Support Merge My Two Search Atlas Accounts? Accounts cannot be automatically merged. Support can help you identify the correct account so you can sign in with the email that holds your subscription. ❓ Do I Need to Cancel the Duplicate Account? If the duplicate account has no active plan, you can leave it unused. Always sign in with the email tied to your paid subscription. ❓ Will Resetting My Password Affect My Search Atlas Subscription? No. Resetting your password only updates your login credentials — your billing and plan remain unchanged. 💡 Tip: Prevent This Issue Going Forward Always use the same email address for both login and billing. Bookmark the Search Atlas login page after you sign in successfully so you always return to the right account. 🌀 You now know how to identify the correct account email and restore full access to your active plan. If you're still locked out after following these steps, contact Search Atlas support with your billing details and they'll locate the right account for you.

Last updated on Oct 26, 2026

🔑 MetaSync MCP Server JWT Security: Token Validation, Secret Rotation & Access Hardening

The MetaSync MCP server's JWT validation bypass (WP-285) has been patched. Any site running MetaSync MCP on WordPress should rotate its JWT secret immediately — this invalidates all pre-patch tokens, including any that exploited the bypass. 📌 Scope: This article applies only to the MetaSync MCP server WordPress plugin. If you use the Search Atlas hosted MCP server at mcp.searchatlas.com, this guidance does not apply — refer to the hosted MCP server documentation instead. ⚠️ What the Vulnerability Was and Why It Matters The MetaSync MCP server's verify_jwt_token() function applied isset() checks to the exp (expiry) and iss (issuer) JWT claims. Because isset() only tests whether a field exists — not whether it holds a valid value — a JWT crafted without those claims was accepted if its signature was valid against the stored secret. If your secret has never been exposed, the practical risk is lower, but rotation is still recommended as a precaution and is required to revoke any tokens already in circulation. Where the bypass was exploited, the resulting token never expired and carried no issuer binding, granting permanent access to all authenticated MCP server endpoints — including endpoints exposing WordPress post and metadata read/write, plugin configuration, and any other capability the MCP server registers for authenticated callers. WP-285 closes this by requiring both claims to be present and valid on every incoming token. The patch was released on 2024-11-14 as part of MetaSync MCP plugin version 1.4.2. Existing tokens issued before the patch are unaffected by the code fix alone — rotating the JWT secret is what revokes them. 🔍 How to Determine Whether Your Site Is Affected Check all three conditions: - You run the MetaSync MCP server plugin on a WordPress site. - You have not rotated the JWT secret stored in wp_options since the WP-285 patch was applied (plugin version 1.4.2, released 2024-11-14). - Your site issued JWT tokens to external clients, API integrations, or automation tools before the patch date. To check when a specific token was issued, decode it (for example, paste it at jwt.io) and read the iat (issued-at) claim. If iat is earlier than 2024-11-14, the token predates the patch. If all three are true, treat your current tokens as potentially compromised and rotate the secret before taking any other action. 🔑 How to Rotate the JWT Secret in wp_options Rotating the JWT secret immediately invalidates every previously issued token. You can rotate via the WordPress admin UI or WP-CLI. Option A — WordPress admin: 1. Navigate to wp-admin → Search Atlas → Settings (MetaSync MCP). 2. Locate the JWT Secret field and click Regenerate. 3. Click Save Changes. 4. Re-issue new tokens from the same settings panel to each external client and API integration that needs continued access. Option B — WP-CLI: 1. SSH into your WordPress server or open a terminal with WP-CLI access. 2. Identify the exact wp_options key MetaSync MCP uses for its JWT secret. Check your plugin documentation or run: wp option list --search="*jwt*" --fields=option_name 3. Generate a cryptographically random replacement secret and write it to wp_options: wp option update <your_jwt_secret_key> "$(openssl rand -hex 32)" 4. Confirm success — WP-CLI outputs Success: Updated '<your_jwt_secret_key>' option. All tokens signed with the old secret are now invalid. Re-issue new tokens to every legitimate client that needs continued access before they attempt another request. 📋 After Rotating: Post-Rotation Checklist Rotation will cause every active integration to start failing authentication until it receives a freshly signed token. Work through the following immediately after the secret is updated: 1. Re-issue tokens to all connected clients. This includes external API consumers, automation tools, CI jobs, and any internal services that authenticate to the MCP server. 2. Verify integrations are reconnected and healthy. Trigger a known-good request from each client and confirm it returns HTTP 200. Watch your error logs for residual 401 responses, which indicate a client that hasn't been updated yet. 3. Revoke or delete any tokens whose origin is unknown. If you find token records or active sessions you cannot tie to a legitimate client, do not re-issue them — remove them entirely. Note for Search Atlas AI Agent users: If you use Search Atlas AI Agent integrations alongside MetaSync MCP, be aware that SA JWT tokens now also validate active subscription status (shipped via AIAGENT-2012). Tokens issued for inactive or lapsed Search Atlas accounts will be rejected independently of this patch, which can look like a rotation failure but is unrelated. Troubleshooting silent auth failures: If authentication fails silently after rotating the JWT secret, check whether your WordPress or Search Atlas account has duplicate usernames prefixed with searchatlas_. This is a known issue (LPS-1114) and may require deduplication before re-authentication succeeds. 🧹 How to Audit Token Usage Before and After the Patch After rotating the secret, identify which clients held tokens and confirm no unauthorized access occurred during the exposure window. 1. Review your web server access logs for requests to MetaSync MCP endpoints that carried a JWT Authorization: Bearer header. Filter to the date range before the WP-285 patch was applied. 2. Check your WordPress authentication logs (if enabled via a security plugin) for any MCP API calls that authenticated successfully during that window. 3. For each identified client, determine whether the access was legitimate. If you find unexplained API calls, treat the site as potentially compromised and engage your WordPress security team. 4. Contact every legitimate client and provide a freshly signed token issued against the new secret. Once all legitimate clients hold new tokens, no pre-patch token — including any that exploited the bypass — can authenticate against your MCP server. 🛡️ JWT Hardening Settings to Apply After Patching The WP-285 patch enforces exp and iss claim validation by default. Apply these additional controls to reduce future risk: - Set a short token lifetime. Configure token expiry (exp) to 3,600 seconds (1 hour) or the shortest interval your integrations can tolerate. Never issue tokens with an unlimited or multi-year lifetime. - Verify the issuer value. Ensure the iss claim MetaSync MCP embeds in tokens matches your site's canonical URL. The patch now rejects any token whose iss does not match the configured value exactly. - Apply least-privilege token scope. Issue tokens with only the WordPress capabilities the client actually needs. Avoid tokens with full administrator scope for read-only integrations. - Rotate the secret on a schedule. Rotate your JWT secret at least every 90 days, or immediately after any suspected credential exposure. These controls ensure every active token has a bounded lifetime, a verified origin, and only the access level it requires. ✅ How to Verify the WP-285 Patch Is Active on Your Installation Confirm the fix is live by testing the two previously exploitable token shapes against your MetaSync MCP endpoint. 1. Craft a JWT that omits the exp claim, signed with your current (rotated) secret. Use jwt.io or a local JWT library. 2. Send a request to your MetaSync MCP endpoint with that token as the Authorization: Bearer header. The server must return HTTP 401 Unauthorized. 3. Repeat with a token that omits the iss claim only. The server must again return HTTP 401. 4. Send a correctly formed token — with valid exp and iss claims — and confirm the server returns HTTP 200 and processes the request normally. A 401 on both malformed tokens and a 200 on the valid token confirms the WP-285 patch is functioning correctly on your installation. 🎯 You have now revoked all pre-patch tokens, rotated your JWT secret, and hardened your MetaSync MCP server's token policy. For diagnosing MCP connection and configuration errors more broadly, see Understanding MCP Errors & How to Fix Them.

Last updated on Oct 26, 2026

🔐 Fix Login Errors During a Platform Outage

🔍 Overview If you are seeing errors such as "This field is required" or "Try again later" when attempting to log in or reset your password — even in incognito mode — your account access issue is most likely caused by one of the following: a temporary platform outage, an account that has become unexpectedly inactive, or a stuck subscription state. This article walks you through the steps to diagnose and resolve the problem. ⚠️ Common Causes of Login Failure - Platform outage: A service disruption can prevent authentication from completing, even if your credentials are correct. - Account unexpectedly deactivated: In some cases, accounts become marked as inactive due to a system error, blocking access to both the main platform and any whitelabel dashboards. - Stuck subscription state: A billing or OAuth refresh issue can lock an account in a failed state, preventing login even after a password reset. - Browser or cache interference: Stored session data can conflict with a fresh login attempt. 🛠️ Step-by-Step Troubleshooting 1. Check for a known outage. Before troubleshooting your account, confirm whether there is an active platform incident. Our team posts status updates; our support team can confirm this immediately via the chat widget. 2. Clear your browser cache and cookies, then try logging in again. Alternatively, open a private or incognito window in a different browser to rule out local session conflicts. 3. Attempt a password reset. Go to the login page and select Forgot Password. Enter your email address and follow the link sent to your inbox. If the reset email does not arrive within a few minutes, check your spam folder. 4. Try a different network. Switch from Wi-Fi to a mobile data connection, or use a VPN if one is available, to rule out network-level blocks. 5. Wait and retry. If a platform outage is confirmed, authentication services may be temporarily unavailable. Wait 10–15 minutes and attempt to log in again before escalating. 6. Contact support if the issue persists. If none of the above steps restore access, your account may require a manual reactivation or a subscription state reset by our engineering team. See the section below for how to reach us. 📋 Information to Have Ready To speed up resolution when you contact support, please have the following details available: - The email address associated with your account - The exact error messages you are seeing (screenshots are helpful) - The browser and operating system you are using - Whether the issue occurs in incognito mode or on a different device - Approximately when the problem started 💡 Why Does This Happen? Platform-wide login failures are rare but can occur when core authentication services — such as session management or subscription verification — experience a disruption. In some cases, individual accounts can become stuck in an inactive or unverified state due to a system error, even when no outage is affecting all users. Our engineering team actively monitors for these conditions and works to restore affected accounts as quickly as possible. 🔄 After Access Is Restored Once you can log in successfully, we recommend taking these steps to protect your account going forward: - Verify your account details are correct by navigating to your avatar (top-right corner) → Settings. - If you manage a team, review your team members under avatar → Team Members (URL: /settings) to confirm all users have the correct access level. - Update your password if you completed a reset during troubleshooting. 🆘 Still Cannot Log In? If you have followed all the steps above and still cannot access your account, our support team can investigate your account status directly and escalate to engineering if needed. 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.

Last updated on Oct 26, 2026

🔑 Fix Reversed Permissions on Linked Accounts

🔍 What Is a Reversed Permissions Issue? When you first set up your Search Atlas account, you may have been prompted to define your role or relationship to the workspace. If the wrong option was selected at that step, your account can end up with a lower permission level than intended — for example, being treated as a guest or team member instead of the account owner. The most common symptom is being unable to see or access the Billing tab, even though you created the account and pay the subscription. This happens because billing access is reserved for the Owner role only. ⚠️ Common Signs Your Permissions Are Reversed - The Billing tab is missing or greyed out in your settings. - You cannot invite or remove team members. - Another linked email address appears to have higher privileges than your primary account. - You receive a permissions error when trying to manage the subscription. 🗂️ Understanding Account Roles in Search Atlas Search Atlas uses a role-based permission system. Each seat in a workspace is assigned one of the following roles: - Owner — Full access including billing, subscription management, and all settings. - Admin — Can manage team members and most settings, but cannot access billing. - Viewer — Standard access to tools and projects only. If your account was set up with a secondary email accidentally assigned the Owner role, that email controls billing while your primary email is locked out. 🛠️ How to Check Your Current Role 1. Click your avatar in the top-right corner of the platform. 2. Select Team Members from the dropdown menu, or navigate directly to /settings. 3. Locate your email address in the team list and check the role displayed next to it. 4. Also check whether any other email addresses in the list are assigned the Owner role. If you see a different email holding the Owner role — or if your own email shows Admin or Viewer — your permissions are reversed and need to be corrected. ✅ How to Fix Reversed Permissions Role corrections that affect the Owner seat require action from our support team to ensure account security and prevent unauthorized changes. Follow these steps to get it resolved quickly: 1. Log in to Search Atlas using the email address that currently has the higher permission level (the one that can access billing), if you have access to it. 2. Navigate to your avatar → Team Members at /settings. 3. If you can change roles from this view, update your primary email to Owner and demote or remove the unintended account. 4. If you cannot make the change yourself, contact our support team immediately using the steps below. Important: Do not remove any email addresses from the workspace before confirming your primary account has Owner access. Removing the only Owner account will lock you out of billing entirely. 💡 Tips to Prevent This in the Future - Always use your primary business email when creating a new Search Atlas workspace. - During onboarding, select I am the account owner when prompted about your role. - After setup, visit /settings → Team Members to verify your role before inviting others. - Keep a record of which email address holds the Owner role for your workspace. 🆘 Need Help From Our Team? If you are unable to access the Team Members page, both email addresses are locked into incorrect roles, or the role dropdowns are not editable from your current permission level, our support team can manually correct the ownership assignment on your account. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. When you reach out, please have the following ready to speed up the process: - The email address that should be the Owner. - The email address that is currently assigned the wrong role. - A brief description of what you see on the Team Members page.

Last updated on Oct 26, 2026

🔐 Fix Incorrect Email or Password Login Errors

🧭 Overview If you see an "Incorrect Email or Password" error when logging in to Search Atlas — even after resetting your password or clearing your browser cache — this guide walks you through every known cause and fix. Follow the steps in order to restore access quickly. ✅ Step 1: Confirm You Are Using the Right Email This is the most common cause of login failures. Before anything else, verify the following: - You are entering the email address that was used to create your Search Atlas account — not a personal or alternate address. - If your company uses a white-label dashboard, you must log in through that dashboard's URL, not the main Search Atlas login page. - Check for hidden spaces before or after your email address when pasting it into the field. 🔑 Step 2: Reset Your Password Correctly If you are unsure of your password, use the forgot password flow carefully: 1. Click Forgot Password on the login page. 2. Enter your account email and submit the form. 3. Open the reset email and click the link immediately — reset links expire after a short time. 4. After setting a new password, you will be redirected to the login page. Enter your email and the new password you just created. Known issue (now resolved): An earlier platform bug caused the forgot password flow to redirect back to the Forgot Password screen instead of the homepage on the first attempt. This has been fixed. If you completed a reset before this fix and it seemed to fail, your password was still updated — try logging in with the new password you set. 🌐 Step 3: Rule Out Browser Issues Browser problems can silently block a successful login even when your credentials are correct. Try each of the following: - Hard refresh the login page: press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac). - Open an Incognito or Private window and attempt to log in there. - Clear your browser's cookies and cached data for the Search Atlas domain, then try again. - Try a different browser (Chrome, Firefox, Edge, or Safari). - Disable any browser extensions — particularly ad blockers or privacy tools — that may interfere with the login process. 🤖 Step 4: Check for reCAPTCHA Issues Search Atlas uses reCAPTCHA to protect the login page. In rare cases, reCAPTCHA verification can silently fail and prevent login even with correct credentials. To work around this: - Disable any VPN or proxy you are connected to, then try logging in again. - Make sure JavaScript is enabled in your browser — reCAPTCHA requires it to run. - Try the login from a different network (for example, switch from Wi-Fi to mobile data) to rule out IP-level blocks. 💤 Step 5: Check Whether Your Account Is Active Your account may have been deactivated, which prevents login even with the correct credentials. This can happen due to: - A lapsed or cancelled subscription. - An admin on your team deactivating your user profile. - An unexpected account status change on the platform side. If you suspect your account is inactive, you will not be able to resolve this through a password reset. You will need to contact support (see below) so a team member can check your account status and reactivate it if appropriate. 🛠️ Step 6: Try These Final Checks - Make sure your Caps Lock key is off — passwords are case-sensitive. - If you log in using Google or another SSO method, do not use the email and password form — click the relevant SSO button instead. - If your organisation uses a white-label dashboard, confirm you are visiting the correct custom URL provided by your agency or team admin. 💬 Still Cannot Log In? If you have worked through every step above and still cannot access your account, our support team can investigate your specific account directly — including checking account status, login logs, and any platform-side issues. 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.

Last updated on Oct 26, 2026

⚠️ Received a Copyright Infringement (DMCA) Email About the Search Atlas SEO / Metasync Plugin?

Some users have received an email presented as a formal copyright infringement notice related to the Search Atlas SEO WordPress plugin (also referred to as "Metasync"). This article confirms the status of these emails and outlines the recommended steps. 🔍 How to Recognize This Email The email typically has these characteristics: - It is presented as a formal DMCA / Federal Copyright Infringement notice and cites copyright law. - It claims the Metasync ("Search Atlas SEO") WordPress plugin contains the sender's copyrighted code, distributed without authorization. - It references legal statutes and a pending court case, and threatens a large monetary damages claim. - It demands that you remove or disable the plugin from your website. - It asks you to identify the company or person who provided or sold you the plugin. - It includes the sender's personal contact details (email, phone, address, and website). ⚠️ Is It Legitimate? No. Search Atlas has confirmed that this notice is not legitimate. It is a known scam targeting websites that use the Search Atlas SEO / Metasync WordPress plugin. Our legal team is already involved and is actively handling this at the company level. ✅ What to Do No action is required on your end. Specifically: - Do not respond to the sender. - Do not remove the plugin. - Do not make any changes to your website. - Block the sender and disregard the notice entirely. 🔗 Reporting Follow-Up Messages If you receive any follow-up communications related to this notice, forward them to our Intercom chat (click the messenger icon — type Human Teammate when Voodoo responds to reach a human agent), and we will make sure they are routed to our legal team. 🤝 In Short This notice is a known scam, not a genuine legal claim, and your website and plugin are fine to keep running exactly as they are. There's nothing you need to fix or remove — just block the sender, ignore the message, and forward any further contact to us so our legal team can handle it. We've got you covered.

Last updated on Oct 26, 2026

🔒 Why Can't I Access Account or Billing?

🧭 Overview If you cannot find the Account menu or the Billing section in Search Atlas, the most common cause is that you are logged in as a team member on someone else's account. Team member accounts do not have billing permissions by default. This article walks you through the two most likely causes and how to fix each one. ✅ Step 1: Check Whether You Are the Account Owner Billing and plan management are only available to the primary account owner — the person who originally created and pays for the Search Atlas subscription. If you were invited to the workspace by someone else, you are a team member and will not see billing options regardless of your role settings. To confirm which type of account you have: 1. Click your Avatar Menu (👤) or initials in the top-right corner of the platform. 2. Look for an Account or Billing option in the dropdown menu. 3. If neither option appears, you are most likely logged in as a team member on another user's workspace. If you do not see the Account menu at all, proceed to the resolution steps below before assuming a technical issue. 🔑 Step 2: Resolve Team Member Permission Restrictions If you are a team member and need to upgrade the plan, you have two options: - Ask the account owner to upgrade the plan. Share this article with them. The account owner can log in to their own account, navigate to the Account menu, and select Billing to change the plan tier. - Create your own Search Atlas account. If you need independent billing control, sign up for a new account at searchatlas.com using your own credentials. You will then be the primary owner and have full access to billing and plan upgrades. There is no setting inside Search Atlas that grants billing access to team members. This is by design to protect the account owner's payment information and subscription control. 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.

Last updated on Oct 26, 2026

🔒 Fix Account Locked After Failed OTTO Payment

🔍 Overview If you log in and are unexpectedly redirected to a "Choose a Plan" screen — even though you have an active Pro plan and existing projects — your account may have been locked due to a failed OTTO top-up payment. This article explains why this happens and what steps to take to restore full access. ⚠️ Why This Happens Search Atlas uses recurring billing for OTTO AI top-up quotas. If a scheduled top-up payment fails (for example, due to an expired card, insufficient funds, or a temporary bank decline), the system may flag your account as having an incomplete billing status. In some cases, this can cause the platform to treat your subscription as inactive, redirecting you to the plan selection screen despite your underlying Pro plan remaining valid. Common scenarios that trigger this issue include: - A recurring OTTO top-up invoice that failed to process automatically - A payment method that expired or was replaced since your last billing cycle - A temporary bank or card processor decline that was not retried successfully - A billing period that became frozen following a failed payment recovery attempt ✅ Steps to Restore Access 1. Check your payment method. Navigate to your Avatar Menu (👤) by clicking your avatar in the top-right corner of the platform, then go to Billing → Plans & Top-ups. Confirm your card on file is current and has not expired. 2. Look for a failed invoice. In your billing section, review recent invoices for any marked as failed, past due, or unpaid. A failed OTTO top-up invoice is the most common cause of this lock. 3. Update your payment method if needed. If your card has expired or changed, add a new payment method and set it as the default before attempting to pay the outstanding invoice. 4. Pay the outstanding invoice manually. Once your payment method is confirmed, locate the failed invoice and select the option to pay it manually. After successful payment, the system should recognise your subscription as active. 5. Refresh and log back in. After the payment processes, log out of Search Atlas and log back in. You should be directed to your normal dashboard instead of the plan selection screen. 6. Verify your projects and OTTO quota. Navigate to OTTO SEO → All Sites (SEO Automation) via the left sidebar (or go to /seo-automation-v3) and confirm your projects are intact and your OTTO quota has been restored. 🛠️ If Access Is Still Blocked After Payment In some cases, a system sync delay may prevent access from being restored immediately after payment. If you have paid the outstanding invoice but are still being redirected to the plan selection screen, try the following: - Wait up to 15 minutes and then log out and back in again - Clear your browser cache and cookies, then reload the platform - Try accessing the platform in a different browser or an incognito window If none of these steps resolve the issue, it is possible that your account requires a manual billing reconciliation on our end. This can occur when a top-up charge does not appear correctly in the billing system even after payment, or when the billing period remains frozen due to a previous failed recovery attempt. 📋 What to Prepare Before Contacting Support To help our team resolve your issue as quickly as possible, please have the following ready: - The email address associated with your Search Atlas account - The date and approximate amount of the failed or disputed invoice - A confirmation or receipt of any payment you have already made - A brief description of what you see when you log in (for example, the exact screen or error message displayed) 💬 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.

Last updated on Oct 26, 2026

🚨 Fake DMCA Notices Targeting Search Atlas / Metasync Plugin Users

🔍 What Is This Notice? Some Search Atlas and Metasync WordPress plugin users have received emails or notices claiming to be a DMCA copyright infringement complaint targeting their website URLs because of the Metasync or Search Atlas SEO plugin. These notices typically warn that your site is violating copyright law and demand you take immediate action — such as removing the plugin, paying a fee, or clicking a link. These notices are not legitimate. They are a known scam specifically designed to target users of the Metasync and Search Atlas plugins. Search Atlas has no affiliation with these messages, and you are not in violation of any copyright law by using our plugin. ⚠️ How to Recognise the Scam Fake DMCA notices targeting Metasync or Search Atlas plugin users typically share one or more of these characteristics: - They reference your specific website URLs and mention the Metasync or Search Atlas plugin by name to appear credible. - They demand urgent action — such as removing the plugin within 24–48 hours or facing legal consequences. - They include a link to "dispute the claim" or "resolve the issue" — these links may lead to phishing pages or malware. - They request payment to settle the alleged infringement. - The sender's email domain does not belong to an official copyright authority, law firm, or Search Atlas. - The notice is sent to multiple URLs on your site simultaneously. ✅ What You Should Do 1. Do not click any links in the notice. Links in these scam emails may lead to phishing sites or trigger malware downloads. 2. Do not pay any fees. No legitimate DMCA action related to the Metasync or Search Atlas plugin will ever require a payment to a third party. 3. Do not remove the plugin based solely on this notice. Your use of the Search Atlas or Metasync plugin is fully licensed and lawful. 4. Mark the email as spam or phishing in your email client and delete it. 5. Report the email to your email provider using their built-in phishing or abuse reporting tools. 6. If you received the notice through your web host or a contact form, notify your hosting provider that a scam notice was submitted so they can log it. 🛡️ Why You Are Safe Using the Plugin The Search Atlas SEO plugin and the Metasync WordPress plugin are proprietary products developed and maintained by Search Atlas. All intellectual property rights belong to Search Atlas. Users who install and use the plugin through official channels — the WordPress plugin directory or their Search Atlas account — are fully licensed to do so. There is no copyright infringement involved in normal use of the plugin. Scammers deliberately target users of popular or niche plugins to make their claims appear plausible. The specificity of mentioning your URLs or the plugin name by name is a social-engineering tactic, not evidence of a real legal issue. 🔒 How to Verify a Legitimate Search Atlas Communication If you ever receive a notice and are unsure whether it genuinely comes from Search Atlas, use the following checks: - Official Search Atlas communications come only from verified Search Atlas email domains. If the sender's domain looks unfamiliar or misspelled, treat the message as fraudulent. - Log in to your Search Atlas account directly at the official URL. Any real account-level notices will appear inside the platform — not only by email. - Search Atlas will never contact you through a third-party copyright enforcement body to demand plugin removal or payment. 📋 Guidance for the FIN AI Agent If a customer reports receiving a DMCA or copyright infringement notice that mentions the Metasync plugin, the Search Atlas SEO plugin, or their website URLs in connection with either product, apply the following response logic: - Immediately reassure the customer that this is a known scam and they are not in legal jeopardy. - Do not tag the query as a WordPress Plugin support issue. Tag it as: security_scam / fake_dmca / metasync_plugin. - Direct the customer to this KB article for full guidance. - If the customer is distressed or requests human confirmation, route to a human teammate via the chat widget. - Do not escalate without a substantive answer. This article provides the complete resolution. Escalation is only needed if the customer reports clicking a link, submitting credentials, or making a payment — in which case flag as urgent and connect them with a human teammate immediately. 💬 Still Have Questions? 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.

Last updated on Oct 26, 2026

⚡ GSC Service Account Access Troubleshooting Guide

Overview When connecting Search Atlas to Google Search Console (GSC), a service account must be granted access to your GSC property. If that permission is missing or misconfigured, the connection will fail. This article explains what to check and what information to have ready so our team can resolve your connection issue as quickly as possible. Before You Begin Have the following ready before troubleshooting: - Access to your Google Search Console account - The service account email address provided by Search Atlas (found in Avatar → Settings → Integrations) - Owner-level access to the GSC property you want to connect Step 1: Verify the Correct Service Account Email One common cause of connection failure is adding the wrong email address to GSC. Even a small typo will prevent access. 1. In Search Atlas, locate the service account email address provided in Avatar → Settings → Integrations and copy it exactly. 2. In Google Search Console, open the property you want to connect and confirm that the service account email has been added with the appropriate permission level. If it has not been added, add it now following Google's instructions for managing GSC users and permissions. Step 2: Check Your GSC Property Type GSC has two property types: Domain properties and URL-prefix properties. A mismatch between the property type in GSC and the one selected in Search Atlas can cause a persistent connection error even after permissions are correctly set. - Domain property example: example.com — covers all subdomains and protocols. - URL-prefix property example: https://www.example.com — covers only that exact URL pattern. Make sure the property type and URL you enter in Search Atlas exactly match the property as it appears in GSC. If you have multiple properties listed in GSC, confirm you are connecting to the correct one. Step 3: Confirm the GSC API Is Enabled Search Atlas connects to GSC through the Google Search Console API. If this API is not enabled in the Google Cloud project associated with your service account, the connection may not be possible regardless of permissions. Verify with your Google Cloud project administrator that the Google Search Console API is enabled for the project linked to your service account. Step 4: Re-test the Connection and Escalate if Needed After completing the checks above, retry the GSC connection in Search Atlas. If the connection still fails, gather the following information before contacting support: - The exact error message you are seeing - Your GSC property name and type (Domain or URL-prefix) - The service account email address you added to GSC - A screenshot of the permission settings showing the service account listed in GSC 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.

Last updated on Oct 26, 2026

🔒 Fix Restricted Features on Active Starter Plan

🔍 What Is Happening? You may notice an 'Access restricted for trial users' message when trying to use features such as Local Citations or PR Distribution, even though your Billing page shows your Starter plan as active. This is a known mismatch that occurs when a payment is submitted but has not yet fully processed or been confirmed on our end. Until the payment clears and your account status updates, the platform continues to treat your account as a trial, blocking access to paid features. ⚙️ Why This Happens - Payment processing delay: Card payments, especially first-time charges, can take a short time to be verified by your bank or payment provider. - Account status not yet synced: Your billing page may reflect the plan upgrade before our system has finished confirming the payment and unlocking the corresponding features. - Incomplete checkout: If the payment window was closed before full confirmation, the transaction may be pending or failed even if the plan appears active. ✅ Steps to Resolve the Issue 1. Confirm your payment status. Go to your Billing page and check whether your most recent invoice shows as Paid. If it shows Pending or Failed, the payment has not completed. 2. Wait up to 15 minutes. If the payment status shows as Paid but features are still restricted, allow a short sync window. Refresh your browser after 10–15 minutes and try accessing the feature again. 3. Clear your browser cache and log back in. Sometimes a stale session causes the platform to display outdated access permissions. Log out, clear your cache, and log back in to force a fresh session. 4. Retry your payment if needed. If your invoice shows as Failed or unpaid, return to the Billing page, update your payment method if necessary, and complete the charge. 5. Try accessing the restricted feature again. Navigate to the feature — for example, Local Citations or PR Distribution — and confirm whether the restriction message has cleared. 🛠️ If the Problem Persists If your invoice clearly shows Paid, you have waited 15 minutes, and features are still restricted, this requires manual review by our team. Do not submit a second payment, as this may result in a duplicate charge. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. When you reach out, please have the following ready to speed up the resolution: - A screenshot of your Billing page showing the plan and invoice status - The name of the specific feature(s) showing as restricted - The date and time you completed the payment 💡 Tips to Prevent This in Future - Always wait for an on-screen payment confirmation message before closing the checkout window. - Check your email for a receipt from Search Atlas — this confirms the charge was captured successfully. - If you upgrade near the end of a billing cycle, allow a few minutes for the plan change to propagate across all features.

Last updated on Oct 26, 2026

🔒 Fix Team Member Login Access Blocked Error

🔍 Overview If a team member you added to Search Atlas is suddenly blocked at the login page and sees a security error, this is usually caused by one of a few common account or session issues. This article walks you through the most likely causes and how to resolve them quickly. ⚠️ Common Reasons Access Is Blocked - Session or browser cache conflict: An outdated session cookie or cached data can prevent a successful login. - Multiple login attempts triggering a security lock: Repeated failed password entries can temporarily lock the account. - Browser or device incompatibility: Certain browser extensions or outdated browsers can interfere with the login flow. - Seat or permission change: If the team member's role or seat was modified recently, their access token may have been invalidated. - Third-party SSO or VPN conflict: A VPN or single sign-on configuration change on the team member's end can block authentication. 🛠️ Step-by-Step Troubleshooting 1. Clear browser cache and cookies. Ask the team member to open their browser settings, clear all cached data and cookies, then close and reopen the browser before attempting to log in again. 2. Try a different browser or incognito window. Have the team member open a private/incognito window or switch to a different browser (e.g., Chrome, Firefox, Edge) and attempt login from there. This rules out extension or cache conflicts. 3. Disable browser extensions. Ad blockers, privacy shields, and security extensions can interfere with the authentication process. Ask the team member to temporarily disable all extensions and retry. 4. Check VPN or firewall settings. If the team member is using a VPN or is on a corporate network with a firewall, ask them to disconnect the VPN or switch to a standard network connection and try again. 5. Resend the team invitation from the platform. As the account owner or admin, navigate to your workspace settings and locate the team member's entry. Remove their current access and re-invite them using the same email address. They will receive a fresh invitation link. 6. Ask the team member to reset their password. On the login page, have the team member click Forgot Password and follow the reset instructions sent to their email. Once reset, they should attempt login again. 7. Verify the correct email address is being used. Confirm the team member is logging in with the exact email address they were invited under. A small typo or alternate address will cause a login failure. ✅ How to Re-Invite a Team Member If the troubleshooting steps above do not restore access, removing and re-inviting the team member is the most reliable fix. Follow these steps: 1. Log in to Search Atlas as the account owner or admin. 2. Go to the Avatar Menu (👤) (Avatar Menu (👤), top-right) and open Team Members. 3. Find the blocked team member and select Remove or Revoke Access. 4. Click Add member and enter their email address again. 5. Ask the team member to check their inbox for the new invitation email and follow the link to set up access. 🔑 Preventing Future Access Issues - Encourage team members to use a supported, up-to-date browser such as the latest version of Chrome or Firefox. - Avoid logging in from multiple devices or tabs simultaneously, as this can create conflicting sessions. - If your organisation uses a VPN, ensure the team member's network is whitelisted or that they log in without the VPN active. - After any role or permission change, ask the affected team member to log out and log back in to refresh their credentials. 💬 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.

Last updated on Oct 26, 2026

🔍 Fix LLM Visibility Activation Permission Errors

🧩 What This Article Covers If you see an error saying you have reached your LLM Visibility project limit — even though your account appears to have available quota — the most common cause is a user permission issue, not a quota issue. This article explains what causes the error and how your account admin can resolve it. ⚠️ Why This Error Happens Search Atlas enforces role-based permissions on all project actions. If your user seat is set to Viewer, you have read-only access to the platform. This means you cannot activate, create, or modify projects — including LLM Visibility tracking — regardless of how much quota your account has available. When a Viewer attempts to activate LLM Visibility, the system may surface a quota or limit error instead of a clear permissions message. This can make it appear as though the account has run out of LLM Visibility project slots, when in reality the action is simply blocked by your access level. ✅ How to Resolve the Issue To fix this, your account administrator must update your user role. Viewers cannot make this change themselves — only an admin can adjust team member permissions. 1. Ask your account admin to log in to Search Atlas. 2. Have them navigate to the account settings area and locate the section where team members and user roles are managed. 3. The admin should locate your user account in the list. 4. The admin should change your role from Viewer to a role that includes project activation permissions (such as Editor or Admin, depending on what your plan supports). 5. Save the changes. 6. Once your role has been updated, log out and log back in to your account. 7. Navigate to the LLM Visibility section of the platform and attempt to activate LLM Visibility for your project again. 💡 How to Check Your Current Role If you are unsure what role your user seat currently has, ask your account admin to check the team members area in your account settings. Your role will be displayed next to your name or email address. Only users with a role above Viewer can perform activation actions on projects. 👤 Who Is the Account Admin? The account admin is typically the person who originally created the Search Atlas account or the person who invited you to join the workspace. If you are not sure who the admin is, check any invitation emails you received when you were added to the account — the sender is usually the admin. 🔄 After Permissions Are Updated Once your role has been changed to an appropriate access level, you should be able to activate LLM Visibility tracking for your project without encountering the limit error. If the error persists after your role has been updated, it is possible that your account has genuinely reached its LLM Visibility project quota for your current plan, in which case you can either purchase additional project slots as a quota top-up or upgrade your plan.

Last updated on Oct 26, 2026

🔗 Fix GA4 Access When Email Isn't Linked

🧭 Overview When you send a client a GA4 invitation link and their account appears in Search Atlas but you cannot access the data, the most common cause is that the email address you invited is not linked to an active Google account. Google requires the invited email to be associated with a Google account before the invitation can be fully activated. If this link is missing, the connection appears in the platform but access to the underlying GA4 data is blocked. This article explains how to identify this situation and resolve it using a direct GA4 access grant, which is the most reliable alternative. 🔍 How to Identify This Issue You are likely experiencing this problem if all of the following are true: - You sent your client an invitation link to connect their GA4 property. - The GA4 account appears inside Search Atlas after your client followed the link. - You cannot view any data, reports, or metrics from that GA4 property. - No error message was shown to you or your client during the connection process. This happens because Google silently accepts the invitation step but cannot complete the data handshake when the invited email has no associated Google account. The result is a connected-but-inaccessible state. ✅ Recommended Fix: Grant Direct GA4 Access The most reliable way to resolve this is to have your client grant access directly inside Google Analytics 4, using your Google account email rather than relying on an invitation link. Follow the steps below. 1. Ask your client to log in to their Google Analytics account at analytics.google.com. 2. Navigate to the correct GA4 property. In the left-hand sidebar, your client should click Admin (the gear icon at the bottom). 3. Under the Property column, click Property Access Management. 4. Click the blue + button in the top-right corner of that panel, then select Add users. 5. Enter your Google account email address — this must be the email associated with your Search Atlas account or the Google account you use to connect GA4. 6. Set the role to Viewer or higher. Viewer is sufficient for Search Atlas to read the data. If you need to manage the property, request Editor access instead. 7. Click Add to confirm. Your client does not need to send a separate link — this grants access immediately. Once your client completes these steps, return to Search Atlas and reconnect the GA4 property using your own Google account credentials. 🔄 Reconnect the GA4 Property in Search Atlas 1. Log in to Search Atlas and open the relevant client workspace. 2. Go to the GA4 integration settings for that client. 3. Disconnect the existing GA4 connection that is showing but inaccessible. 4. Reconnect GA4 by authenticating with your Google account — the one your client just granted access to in the previous section. 5. Confirm the property loads correctly and data is visible. 👥 Managing Team Members and Client Connections If you are working with multiple clients or team members and need to review who has connected which accounts, navigate to your Avatar Menu (👤) in the top-right corner of the platform (click your avatar), then select Team Members. This page lists all active users and can help you confirm which Google account was used to initiate the original connection, so you can match it to the correct GA4 access grant. ⚠️ Why Invitation Links Sometimes Fail Google Analytics invitation links are designed for emails that already have an active Google account. Common scenarios that cause silent failures include: - The invited email belongs to a corporate or custom domain that is not set up as a Google Workspace account. - The client forwarded the link to a different person who used a different email to open it. - The client's Google account was recently created and has not been fully verified. - A typo in the email address meant the invite went to a non-existent or unrelated account. In all of these cases, the direct access grant method described above bypasses the invitation flow entirely and resolves the issue immediately. 💬 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.

Last updated on Oct 26, 2026

🔗 Fix Invitation Screen After Clearing Cache

🧭 Overview If you cleared your browser cache and are now seeing an invitation screen — even though you have an active PRO plan and were already invited — you are most likely entering the platform through the wrong URL. This is the most common cause of this issue and does not mean your account has been deactivated or that you need a new invitation. 🔍 Why This Happens Search Atlas has two distinct entry points: - Home page URL — the public-facing marketing page. Arriving here after a cache clear can trigger the invitation screen even for active accounts. - Login page URL — the correct entry point for existing subscribers. This takes you directly to the authentication screen tied to your account. When your browser cache is cleared, saved session data and redirects are removed. If you then navigate to the home page URL instead of the login page, the platform cannot detect your existing session and defaults to an invitation or sign-up flow. Your account and subscription remain fully intact — the issue is purely about how you are arriving at the platform. ✅ How to Fix It Right Now 1. Close the tab showing the invitation screen. 2. Open a new tab and go directly to app.searchatlas.com/login (the dedicated login page, not the home page). 3. Enter your registered email address and password. 4. Click Sign In. You should be taken straight into your dashboard without any invitation prompt. If you have the platform bookmarked, update that bookmark to point to the login page URL so this does not happen again after future cache clears. 🚫 What Not to Do - Do not accept a new invitation if one is shown — this can create a duplicate or conflicting account state. - Do not ask your account owner to re-invite you until you have confirmed the login page URL does not resolve the issue. - Do not use a search engine result link to reach the platform, as these often point to the public home page rather than the login page. 🔄 If the Invitation Screen Still Appears After Using the Login URL In rare cases, residual browser data may persist. Work through these steps in order: 1. Clear your cache and cookies one more time, then go directly to app.searchatlas.com/login — do not visit any other Search Atlas page first. 2. Try an incognito or private browsing window and navigate to the login page URL. 3. Try a different browser entirely. 4. Disable any browser extensions (ad blockers, VPNs, or privacy tools) that may be interfering with session handling, then attempt to log in again. ⚙️ Verifying Your Account Status Once you are logged in successfully, you can confirm your subscription is active and your team access is intact: - Click your avatar in the top-right corner of the platform. - Select Team Members from the dropdown, or navigate to /settings. - Confirm your account appears with the correct role and that your PRO plan is listed as active. If your plan or team membership does not appear as expected after logging in via the correct URL, there may be a separate account issue that requires investigation. 🛡️ Preventing This in the Future - Always bookmark app.searchatlas.com/login as your saved entry point. - After any cache or cookie clear, consciously navigate to the login page URL rather than searching for Search Atlas or clicking a home page link. - If you use a password manager, verify it is saving the login page URL and not the home page URL. 💬 Still Need Help? If you have followed all the steps above and are still seeing the invitation screen, or if your subscription details do not appear correctly after logging in, please reach out. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔐 Fix Login Failures After a Failed Payment

🔍 Why This Happens If a recent payment attempt on your Search Atlas account was declined or interrupted, your account may be placed in a restricted state. This can prevent you from logging in at the Search Atlas login page even if your email and password are correct. The platform requires an active, valid billing status to grant full access. ⚠️ Common Signs of This Issue - You enter your credentials correctly but cannot get past the login screen. - You are redirected back to the login page after attempting to sign in. - You see an error message related to your account status or subscription. - Your login was working previously but stopped after a billing date. 🛠️ How to Fix Your Login 1. Check your email inbox. Search Atlas sends a notification when a payment fails. Look for an email from Search Atlas in your primary inbox and your spam or junk folder. 2. Follow the payment link in the email. The email contains a direct link to update your billing information. Click it to go to the payment page without needing to log in first. 3. Update your payment method. Enter a valid credit or debit card, or update your existing card details if they have expired or changed. 4. Complete the payment. Confirm the outstanding balance or subscription renewal. You will receive a confirmation once the payment is processed successfully. 5. Return to the login page. Go to the Search Atlas login page and sign in with your usual credentials. Your access should be fully restored. 💡 Tips to Prevent Future Login Blocks - Keep your payment method up to date before your card expires. - Make sure billing notification emails from Search Atlas are not going to your spam folder. - If you use a virtual or prepaid card, confirm it supports recurring charges. - Check with your bank if a valid card is still being declined — some banks block automatic subscription payments by default. 🙋 Still Cannot Log In? If you have updated your payment details but are still unable to access your account, our support team can manually verify your billing status and restore access. 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.

Last updated on Oct 26, 2026

🔒 Fix Cloudflare Access Errors for Team Members

🧭 Overview If a team member you have invited to Search Atlas is blocked at the login page and sees a Cloudflare security error, this article explains what to do. Access issues at the login page can occur for a variety of reasons, and the steps below will help the affected team member get back in. ⚠️ What Triggers This Error Login page blocks can happen when a team member's browser, network, or session state interferes with the platform's security layer. Common contributing factors include cached browser data from a previous failed session, browser extensions, VPN or network restrictions, or a pending invitation that has not yet been accepted. 🛠️ Step-by-Step Fix 1. Close the blocked browser tab completely. Do not attempt to reload the error page. 2. Open a new browser tab and navigate to the Search Atlas login page. 3. If the invitation is still pending, ask the team member to first accept the invitation email before attempting to log in. 4. Log in using the team member's credentials. 🧹 Clear Browser Cache and Cookies A browser may have cached a previous blocked or failed request, causing the error to persist. To clear this: 1. Open the browser's settings menu. 2. Navigate to Privacy and Security (the exact label varies by browser). 3. Select Clear browsing data or Clear cache and cookies. 4. Choose a time range of Last 7 days or All time. 5. Confirm and clear the data. 6. Close and reopen the browser, then navigate to the Search Atlas login page. 🔄 Try a Different Browser or Device If clearing the cache does not resolve the issue, ask the team member to try accessing the platform from a different browser or device. This helps rule out a local browser configuration as the cause. 🌐 Check Network or VPN Settings If the team member is on a corporate network or using a VPN, the network may be restricting access to the platform. Ask them to try on a different network connection or temporarily disable the VPN to test whether this is the cause. 📋 What to Have Ready When Escalating If the steps above do not resolve the issue, please have the following information ready before reaching out to support: - The team member's email address - The exact error message or screenshot shown on the blocked page - The browser and device the team member is using - Whether the invitation email has been accepted - Whether the issue occurs on multiple browsers or devices 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.

Last updated on Oct 26, 2026

🔄 Fix Reversed Permissions Across Linked Email Addresses

🔍 Understanding the Issue When setting up a Search Atlas account, you may be prompted to choose a role or permission level. If you accidentally selected the wrong option, your admin access may have been assigned to a secondary email address instead of your primary one. This is a common setup mistake and is fully reversible — no support ticket required. The result is that your main login cannot access restricted areas like the Billing tab, while a linked email address holds full admin rights without you realising it. ✅ Before You Begin To fix this, you will need access to both email addresses linked to your account. Make sure you can log in to each one, or at least access the inbox for password recovery if needed. If you only have access to one address, use the password reset flow on the login page to regain access to the other before proceeding. 🔎 Step 1: Identify Which Email Has Admin Access 1. Go to the Search Atlas login page and sign in with your primary email address (the one you normally use). 2. Once logged in, click your avatar in the top-right corner and select Team Members. This opens the /settings page. 3. Review the list of team members and their assigned roles. Look for your secondary email address in the list. 4. If your secondary email shows a role of Admin and your primary email shows the Viewer role, your permissions are reversed and you are in the right place to fix this. 🔐 Step 2: Log In via the Admin Email Address 1. Sign out of your current session. 2. Log back in using the secondary email address that holds admin access. 3. If you have forgotten the password for this address, use the Forgot Password link on the login page to reset it before continuing. ⚙️ Step 3: Update Permissions in Team Members 1. Once logged in with the admin email, click your avatar in the top-right corner and select Team Members. 2. Locate your primary email address in the team member list. 3. Click the role or permission option next to your primary email and change it to Admin. 4. Next, locate the secondary email address in the same list. 5. Change the role of the secondary email to Viewer, or remove it from the account entirely if it is no longer needed. 6. Save your changes. ✔️ Step 4: Verify the Fix 1. Sign out of the secondary email session. 2. Log back in with your primary email address. 3. Click your avatar and navigate to Team Members to confirm your primary email now shows the Admin role. 4. Navigate to the Billing tab to confirm access has been restored. 💡 Tips and Common Questions - I do not see a second email in the Team Members list. This may mean the secondary email was set up as a separate standalone account rather than a linked team member. In this case, log in to each email address separately and check which one has Billing access. Once identified, follow Steps 2 and 3 using the account that has admin rights. - I cannot remember which emails are linked. Check your inbox for Search Atlas welcome or invitation emails. Any address that received a team invitation is likely linked to the account. - I only have one email address. If Billing is still inaccessible with a single email, your account role may have been set to a non-admin level during onboarding. Contact support using the instructions below so a teammate can review your account role directly. 💬 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

📧 Migrate Your Account After Email Domain Change

🔍 Overview If your company has changed its email domain (for example, from @olddomain.com to @newdomain.com), you may find that your original paid Search Atlas account is tied to the old email address and your new email has created a separate, empty account. This article explains what happens in this situation and how our team can resolve it for you. ⚠️ What Causes This Issue Search Atlas accounts are linked to a specific email address. When a company rebrands or changes its email domain, employees often sign up with a new email address before realising their paid plan is still attached to the old one. This results in two separate accounts: - The original account — holds your paid plan, history, and data, but is tied to an inaccessible old email address. - The new account — created with your current email address, but is empty with no active subscription. ✅ How the Migration Works Our support team can transfer your paid subscription plan from the old account to your new account. Here is what you need to know before reaching out: 1. Your subscription plan will be migrated to your new account so you regain access to all your features without losing your paid tier. 2. Your payment method cannot be transferred for security reasons. After the migration is complete, you will need to add a new payment method to your new account so your subscription continues uninterrupted. 📋 What to Prepare Before Contacting Support To help our team process your migration as quickly as possible, have the following information ready: - Your old email address (the one tied to the original paid account). - Your new email address (the one you are currently using to log in). - The name of your company or account, if applicable. 💬 How to Request Your Migration To get started, use the chat widget on this page to contact our support team directly. Share your old and new email addresses, and our team will migrate your paid subscription plan to your new account. Once the migration is confirmed, log in with your new email address and add a new payment method to your account so your subscription continues uninterrupted. Most migrations are completed promptly once the required details are received.

Last updated on Oct 26, 2026

🔍 Why Can't I Access a Search Atlas Dashboard?

🗺️ Overview If you saw a Search Atlas dashboard in a screenshot, a webinar, or shared by another user but cannot find it in your own account, you are not alone. Dashboard visibility depends on your current plan, feature rollout status, and account permissions. This article explains the most common reasons for missing dashboards and what you can do about it. 🔎 Where to Find Your Dashboards Before assuming a dashboard is missing, confirm you are looking in the right place. Here is where to find the main sections in Search Atlas: - Home Dashboard: Click Home in the top navigation bar or go to /home. - Site Explorer: In the left sidebar, click Site Metrics (Site Explorer) (URL: /site-explorer/list). From here you can navigate to sub-sections including: - Keyword Magic — Left sidebar → Keywords → Keyword Magic - Rank Tracker — Left sidebar → Keywords → Rank Tracker - Keyword Gap — Left sidebar → Keywords → Keyword Gap If you still cannot locate a specific dashboard after checking these paths, continue reading for the most likely causes. 📋 Common Reasons a Dashboard Is Not Visible 🚀 Feature Is Part of a Phased Rollout Search Atlas regularly releases new features and dashboards to customers in stages. This means a feature you see in a screenshot or announcement may not yet be available in your account. Phased rollouts allow the team to monitor performance and gather feedback before releasing to all users. If a new dashboard was announced recently, it may arrive in your account within days or weeks. 💼 Your Plan Does Not Include the Feature Some dashboards and tools are only available on specific Search Atlas plans. If the dashboard you saw was shared by a user on a higher-tier plan, it may not be included in your current subscription. To check what is included in your plan, click your Avatar Menu (👤) and review your subscription details, or contact support to ask about an upgrade. 🔑 Account Permissions or User Role If your account is managed by an agency or another team member, your user role may restrict access to certain dashboards. An account owner or administrator can adjust permissions for individual users. Ask your account admin to review your role settings if you believe this applies to you. 🔄 Cache or Browser Issue Occasionally, a dashboard that was recently added to your plan does not appear due to a browser cache issue. Try the following steps to rule this out: 1. Log out of Search Atlas completely. 2. Clear your browser cache and cookies. 3. Log back in and navigate to the relevant section again. 4. If the problem persists, try a different browser or an incognito/private window. ⚙️ What to Do Next Follow these steps to resolve your access issue quickly: 1. Confirm the navigation path — use the paths listed above to make sure you are looking in the correct location. 2. Check your plan — review your subscription to see whether the feature is included. 3. Contact your account admin — if you are a sub-user, ask your admin to review your permissions. 4. Wait for the rollout — if the feature was recently announced, it may be on its way to your account soon. 5. Reach out to support — if none of the above explains the issue, our team can check your specific account status. 💡 Tips to Stay Up to Date on New Features - Follow Search Atlas product announcements and release notes for the latest feature updates. - Check the Search Atlas blog and webinar library where new dashboards are often previewed before a full release. - Review your plan regularly to ensure it includes the tools your workflow requires. 🛠️ 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.

Last updated on Oct 26, 2026

⚡ Fix Instant Indexing Service Account Access

What Is Instant Indexing and Why Does Access Fail? Search Atlas's Instant Indexing feature uses a Google service account to submit URLs directly to Google for faster indexing. Before any URLs can be submitted, that service account must be granted the appropriate ownership access to your property in Google Search Console (GSC). The most common reason service account provisioning fails is that the required ownership conditions in GSC have not yet been met. Both automated and manual setup approaches will be blocked if those conditions are not satisfied first. How to Resolve Service Account Provisioning Issues If your Instant Indexing service account provisioning is failing, the issue typically relates to GSC ownership permissions not being correctly configured for your property. To resolve this, you will need to ensure that the Search Atlas service account has been granted the correct level of access in GSC for your site. Contact the Search Atlas support team with the details listed below so they can confirm what access is missing and guide you through the exact steps needed for your specific setup. What to Have Ready When Escalating When reaching out, please have the following information ready so the team can assist you as quickly as possible: - Your site URL as it appears in Google Search Console - The service account email address associated with your Search Atlas account - Any error messages you received during provisioning - The timestamp of when the provisioning failure occurred If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Additional Notes OTTO auto-provisioning fails because Google rejects automated ownership registration. WP plugin grants only Full User permission, insufficient for Indexing API. Creating keys in Google Cloud Console without linking via Search Atlas dashboard leaves Has Access flag permanently False.

Last updated on Oct 26, 2026

🔒 Account Disabled and Password Reset Not Working

🔍 Overview If you are unable to log in and password reset emails are not arriving in your inbox, your account may have been disabled on the backend. A disabled account will not trigger password reset emails, which means the standard self-serve reset flow will not work until the account is re-enabled by our team. ⚠️ Signs Your Account May Be Disabled - You enter your email on the password reset page but receive no email — not even in your spam or junk folder. - You see a message such as "Your account has been disabled" when attempting to log in. - You have confirmed your email address is correct and the issue persists after multiple attempts. ✅ Steps to Try First 1. Check your spam, junk, and promotions folders for the password reset email. 2. Confirm you are entering the exact email address associated with your Search Atlas account. 3. Wait a few minutes and attempt the password reset again in case of a short delay. 4. Try a different browser or clear your browser cache, then attempt the reset once more. 🛠️ If the Problem Persists — Contact Support If none of the steps above resolve the issue, the most likely cause is that your account has been disabled and requires manual re-enablement by our team. This cannot be resolved without backend access, so you will need to reach our support team directly. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. When you contact us, please have the following ready: - The email address associated with your account. - A brief description of what happened before you lost access (e.g., inactivity, billing event, recent changes). Our team will verify your identity, re-enable your account, and provide you with a temporary password so you can log back in and set a new password of your choice. 🔑 After You Regain Access 1. Log in using the temporary password provided by our support team. 2. Immediately navigate to your account settings and update your password to something secure and memorable. 3. Confirm your new password works by logging out and logging back in. 💡 Tips to Prevent Future Lockouts - Use a password manager to keep your credentials safe and up to date. - Make sure the email address on your account is one you actively monitor. - If you share access with teammates, ensure at least one account owner maintains an active session periodically.

Last updated on Oct 26, 2026

🔑 Restore Admin Access After White-Label Account Transfer

🔍 Overview When a white-labeled Search Atlas portal is transferred to a new account, admin permissions for existing users are not automatically carried over. Users who previously had admin access may be unable to log in after the transfer. This article explains why this happens and what to do next. ⚙️ Why This Happens Each white-labeled portal is tied to a specific Search Atlas account. During an account transfer — for example, when a portal moves from one domain or agency to another — user roles and permissions are reset. Admin access must be re-granted manually inside the new account before affected users can log back in. ✅ What to Have Ready Before Escalating - The exact domain of your white-labeled portal (e.g., dashboard.yourdomain.com) - The email addresses of all users who need admin access restored - Confirmation of which Search Atlas account now owns the portal after the transfer - The approximate date and time the transfer took place 🛠️ How Admin Access Is Restored Restoring admin access after a white-label account transfer requires a backend action by the Search Atlas support team. Our team will locate the new account that owns your portal and re-grant admin permissions for the affected users. You do not need to take steps inside the platform yourself — providing the information listed above is enough for our team to resolve this for you. 💡 Tips to Avoid This Issue in Future Transfers - Before completing any account transfer, export or note down the full list of admin users from the original account. - Re-invite all necessary admins immediately after the transfer is complete, before handing off access to your team. - Confirm the new portal domain is correctly mapped in your white-label settings once the transfer is done. - Test admin login from a separate browser or incognito window to verify access is fully restored. 🆘 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🛡️ Metasync Plugin Script Injection Security Issue

🔍 What Happened A security issue was identified in the Metasync plugin's server-side rendering (SSR) output. In affected cases, malicious content — including scripts disguised as Google Tag Manager (GTM) — appeared in a site's live HTML output while the Metasync plugin was active, and disappeared when the plugin was deactivated. This issue was not caused by your configuration or content. It originates from how the plugin constructs and renders output on the server side. Our engineering team is aware of the issue and is actively working on a fix. ⚠️ Who Is Affected - WordPress sites running the Metasync plugin with server-side rendering enabled - Sites where injected output appeared only when the Metasync plugin was active — and disappeared when it was deactivated If your site showed a suspicious GTM-like script in its HTML source exclusively while Metasync was active, this vulnerability is the most likely cause. 🛠️ What Is Being Done Our engineering team has confirmed the issue and a fix is in active development. We will update this article as fixes are released. Watch your platform notifications for plugin update announcements. ✅ Immediate Steps to Take 1. Deactivate the Metasync plugin temporarily if you have not already done so. This stops the injection vector while the patched version is being released. 2. Scan your site's live HTML source for any unexpected <script> tags, especially those referencing GTM-like IDs or external domains you do not recognise. 3. Check your Google Tag Manager account to confirm all tags present on your site were added by your team. 4. Review your server and CMS access logs for the period when the plugin was active to identify any unusual activity. 5. Install the updated version of the Metasync plugin as soon as it is available and announced via platform notifications. 📋 When Escalating to Support Because this issue requires a backend investigation, please have the following ready when you contact our team: - Your WordPress site URL - The exact script or code snippet you observed in your HTML source - The date and time range when the injection was first noticed - Confirmation of whether deactivating the Metasync plugin removed the injected content 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.

Last updated on Oct 26, 2026

🔐 Fix VIP Challenge Recording Password Issues on Mobile

🔍 What This Article Covers If you have VIP access to Search Atlas challenge recordings but receive an "invalid password" error on your mobile device — even when you are confident the password is correct — this guide will walk you through the most common causes and how to fix them quickly. 📋 Before You Begin Confirm you have the following ready before troubleshooting: - The exact password shared in your VIP confirmation email or community post (copy it directly — do not retype it manually). - A stable internet connection on your mobile device. - The URL of the recording page you are trying to access. ⚙️ Step-by-Step Troubleshooting 1. Copy and paste the password — do not type it manually. Mobile keyboards can auto-correct, auto-capitalise, or insert invisible characters. Open your confirmation email on your phone, long-press the password, and paste it directly into the password field. 2. Turn off auto-fill and password managers. Apps like iCloud Keychain, Google Password Manager, or LastPass can inject an old or incorrect password. Tap the password field, dismiss any auto-fill suggestion, then paste the correct password manually. 3. Disable auto-capitalisation before entering the password. Go to your phone's keyboard settings and temporarily turn off auto-capitalise, as passwords are case-sensitive. Even a single capital letter in the wrong place will trigger an invalid password error. 4. Check that no extra spaces were copied. When copying a password, it is easy to accidentally include a leading or trailing space. Paste the password into a notes app first, confirm it looks clean, then copy it again and paste it into the login field. 5. Clear your mobile browser cache and cookies. Cached data can interfere with password-protected pages. In your browser settings, clear browsing data, then reload the recording page and try again. 6. Try a different mobile browser. If you are using Safari, switch to Chrome (or vice versa) and attempt to access the recording again. Some password-protected video hosts have compatibility issues with specific mobile browsers. 7. Request the recording link to be opened on desktop. If the issue persists on mobile, open the same URL on a laptop or desktop computer to confirm your password is valid. If it works on desktop, the issue is isolated to your mobile browser environment. 8. Check whether the password has changed. Occasionally, VIP recording passwords are rotated after a challenge period ends. Return to the original announcement or your confirmation email to ensure you are using the most current password. 💡 Common Causes at a Glance - Auto-correct: Mobile keyboards silently alter passwords as you type. - Auto-capitalisation: The first character may be capitalised automatically. - Invisible characters: Copying from certain email clients or messaging apps can include hidden formatting characters. - Outdated cached page: Your browser may be loading an old version of the password-protected page. - Wrong password version: An older password from a previous challenge is being used instead of the current one. ✅ Still Not Working? If you have followed all the steps above and still cannot access your VIP recording, our team can verify your access level and confirm the correct password for your challenge. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Additional Notes The password for July 2025 VIP challenge recordings is 'the-Google_Ch_JULY2025.' — the trailing dot is part of the password and is the most frequent cause of invalid password errors. Auto-correct and smart punctuation on mobile often strip or replace this dot.

Last updated on Oct 26, 2026

🔥 Restore Missing WILDFIRE Dashboard Access

🔍 Why WILDFIRE may be missing WILDFIRE is not shown for every project automatically. The section may be hidden when a project is new, has never engaged with WILDFIRE, was removed from the feature, or is not eligible based on its current project or account status. If WILDFIRE backlinks are missing for a project such as Koala Fencing, this usually means the WILDFIRE visibility requirement has not been met. It does not necessarily mean that the backlinks were deleted. 🧭 Check the project dashboard 1. Open the Search Atlas platform. 2. Select the relevant project from your project list. 3. Review the project dashboard for the WILDFIRE section. 4. If you cannot find it, open OTTO SEO from the left sidebar and select All Sites or Overview. ⚙️ Restore WILDFIRE visibility Eligible projects may regain access after WILDFIRE is enabled or re-engaged for the project. Look for a WILDFIRE setup, engagement, or activation option in the project’s OTTO SEO details. Complete the available setup steps, then refresh the dashboard. If no WILDFIRE option appears, the project may still be excluded by the visibility rules. Access cannot be restored by refreshing the page alone when the project is not eligible. 🔄 Refresh and verify access 1. Use the platform’s refresh option or reload the dashboard. 2. Confirm that you are viewing the correct project and website. 3. Open the project’s OTTO SEO details and check whether WILDFIRE is now available. 4. Review the WILDFIRE backlinks again after the dashboard finishes loading. 🛠️ When to contact support Contact support if WILDFIRE should be available for the project but remains hidden after you confirm the project, complete any available activation steps, and refresh the dashboard. Include the project name, website, and a screenshot of the area where WILDFIRE is missing. 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.

Last updated on Oct 26, 2026

🔑 Reseller Account Access & Permissions Troubleshooting

🧭 Overview If your Search Atlas account was purchased through a reseller — such as Digivox or any platform built on GoHighLevel (GHL) — your account access and permissions are managed differently from a direct Search Atlas subscription. This article explains how reseller accounts work, what you can do on your own, and exactly where to go for help based on how your account was set up. 🏗️ How Reseller Accounts Work When a Search Atlas account is sold through a third-party reseller or a GHL-powered agency platform, the reseller acts as the account owner. This means: - The reseller controls your account's initial setup, seat allocation, and feature access. - Search Atlas does not manage the commercial relationship between you and your reseller. - Some settings and permissions may be locked at the reseller level and cannot be changed from inside the platform without reseller involvement. Because of this structure, the right support channel depends entirely on who manages your account — your reseller or Search Atlas directly. 🔍 Identify Who Manages Your Account Before reaching out for help, confirm how your account was provisioned. Ask yourself: - Did you purchase or receive access through an agency, partner, or platform other than SearchAtlas.com directly? - Did you receive a login link or credentials from a company such as Digivox, or through a white-labeled GHL portal? - Does your login URL or dashboard look different from the standard Search Atlas interface? If you answered yes to any of the above, your account is almost certainly reseller-managed. Continue to the section below that matches your situation. 🤝 GHL and Digivox Reseller Accounts If your account was purchased through Digivox or any other GoHighLevel (GHL)-based reseller, GHL is your primary support channel for account access issues. Search Atlas support agents do not have the ability to modify account ownership, reset credentials, or change permissions for accounts provisioned through a GHL reseller. For these accounts, you should: 1. Contact your reseller (e.g., Digivox) directly through the support channel they provided when you purchased the account. 2. Request that they verify your user permissions, resend your login credentials, or grant the specific access level you need. 3. If your reseller is unresponsive, escalate within the GHL platform using GHL's own support resources. Common issues your reseller can resolve on your behalf include: - Login credentials not working or never received - Account showing as inactive or suspended - Unable to access specific features or tools - Need to add or remove team members - Billing or subscription questions related to your purchase 🛠️ Managing Team Member Access Yourself If you already have access to the Search Atlas platform and simply need to adjust permissions for yourself or a colleague, you may be able to do this directly — depending on the role your reseller has assigned to you. To check or update team member access: 1. Click your avatar in the top-right corner of the platform. 2. Select Team Members (Settings) from the dropdown menu. 3. Review the listed users and their assigned roles. 4. If you have admin-level access, you can invite new members or adjust existing permissions from this page. If the Team Members option is greyed out, unavailable, or you receive a permissions error, your account role does not include admin rights. You will need to contact your reseller to have your role elevated. 📋 Support Channel Quick Reference Use the table below to identify the correct support path for your situation: - Account purchased through GHL reseller (e.g., Digivox): Contact your reseller directly via their support channel. - Cannot log in, no credentials received: Contact your reseller — they control credential provisioning. - Account active but missing features or locked settings: Contact your reseller to review your plan and permissions. - Account purchased directly on SearchAtlas.com: Contact Search Atlas support via the chat widget in the platform. - Technical bug or platform error on an active direct account: Contact Search Atlas support via the chat widget in the platform. ⚠️ What Search Atlas Support Cannot Do for Reseller Accounts To set clear expectations, Search Atlas support agents are unable to perform the following actions on accounts provisioned through a third-party reseller: - Reset or issue login credentials - Change your subscription tier or unlock features - Transfer account ownership - Override permissions set by your reseller - Process billing refunds or adjustments for reseller-purchased plans These actions must be handled by the reseller who owns and manages your account. 💬 Still Need Help? If you have confirmed your account was purchased directly through Search Atlas and you are still experiencing access or permissions issues, our team is ready to assist. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔐 Fix VIP Challenge Recording Password Authentication Issues

📋 Overview If you have VIP access to the July 2025 challenge recordings but cannot log in — especially on mobile — the most common cause is a missing or mistyped character at the end of the password. This article covers the exact required password format and step-by-step troubleshooting to get you in quickly. 🔑 July 2025 VIP Password Format The password for the July 2025 VIP challenge recordings is: the-Google_Ch_JULY2025. The trailing dot (.) at the very end is part of the password and is required. This is the most frequent reason customers see an invalid password error. Make sure you copy or type the full password exactly as shown above, including the dot at the end. 📱 Why Mobile Logins Fail More Often Mobile keyboards introduce a few common issues that desktop users rarely encounter: - Auto-correct removes or replaces the trailing dot, treating it as end-of-sentence punctuation. - Smart punctuation settings convert a standard period into a stylised character that the system does not recognise. - Password autofill may paste a previously saved version of the password that is missing the dot. - Capitalisation — some keyboards auto-capitalise the first letter after a period, altering the password string if you retype rather than paste. ✅ Step-by-Step Troubleshooting 1. Copy the password directly from this article. Press and hold the password text above, select all, and copy it. Avoid typing it manually on mobile. 2. Disable auto-correct before pasting. On iOS, go to Settings → General → Keyboard and turn off Auto-Correction temporarily. On Android, open your keyboard settings and disable Auto-correction or Text correction. 3. Paste into the password field. Tap the password field, select Paste, and do not tap or edit the field afterward. 4. Check that the trailing dot is present. Tap once at the end of the pasted password to position your cursor there. Confirm the last character is a standard period ( . ). 5. Disable smart punctuation if needed. On iOS, go to Settings → General → Keyboard and turn off Smart Punctuation. This prevents the period from being converted to an alternate character. 6. Try a private or incognito browser window. This bypasses saved autofill passwords that may be outdated. 7. Clear your browser cache and cookies, then reload the login page and try again. 8. Switch to a desktop browser if the issue persists on mobile, paste the password there, and confirm login works. If it does, the problem is isolated to your mobile keyboard settings. ⚠️ Password Entry Checklist Before submitting the password, verify every point below: - The password is entered exactly as: the-Google_Ch_JULY2025. - There are no spaces before or after the password string. - The hyphen after the is a standard dash ( - ), not an em dash ( — ). - The underscore characters ( _ ) are present and unaltered. - The letters JULY2025 are fully uppercase. - The final character is a standard period ( . ). 🔄 If You Still Cannot Log In If you have followed every step above and still see an invalid password error, your account access may need to be verified or refreshed on our 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.

Last updated on Oct 26, 2026

🔓 Restoring Access After Annual Plan Correction

This article explains why access to your projects can temporarily pause after an annual plan correction and shows you how to get back to work quickly. 💡 What Happened During Your Plan Correction Some annual plans were set up with incorrect details, such as an active trial flag, a wrong base plan price, or an addon charge that should not have been applied. When we correct these plans, your subscription record is rebuilt. In some cases, a leftover trial or cancellation flag stays attached to your account during that rebuild and blocks access, even though your payment went through and your plan is valid. You may see a message saying you have no active subscription, or a screen that stops you before you reach your projects. Your projects, data, and history are safe. Nothing was deleted. This is an access issue, not a data issue, and it is fully reversible. ✅ Confirm Your Plan Is Active Before troubleshooting, verify that your corrected plan is registered to your account: 1. Click your avatar in the top-right corner of the platform. 2. Select Billing, then open the Plans & Top-ups tab. 3. Check that your annual plan appears with an active status and the corrected price. 4. Open the Activity Log tab under Billing to confirm the correction, refund, or addon removal was applied. If your plan looks correct, continue with the restore steps below. If no active plan appears at all, skip to the last section of this article, because your subscription must be re-linked by our team. 🛠️ Steps to Restore Project Access Most customers regain access within a few minutes by refreshing their session: 1. Log out of Search Atlas completely and close your browser tab. 2. Clear your browser cache and cookies, or open a private or incognito window. 3. Log back in with your usual credentials. 4. In the left sidebar, select Social, then All Projects. 5. If your projects do not appear right away, wait 15 minutes and refresh the page. Subscription corrections can take a short time to sync across all services. If you work with a team, also confirm your seat is still active. Click your avatar in the top-right corner, select Team Members, and check that your role is set to Admin or Member rather than Deactivated. A deactivated seat produces the same blocked screen. 📅 About Renewal Dates and Quota Resets Customers on annual plans may notice the Billing page labels the annual renewal date as a Recurring Quota Reset. This is a display issue only. Your quota resets on its normal schedule, your renewal date is unchanged, and no action is needed from you. A fix for the label is already in progress. 🔐 If You Still Cannot Get In A small number of accounts have a stuck trial or cancellation flag that our team must remove manually. This cannot be fixed from your side, and it will not clear on its own. If the steps above do not restore your access within one hour of your plan correction, reach out so we can clear the flag and re-link your subscription. 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.

Last updated on Oct 26, 2026

🔐 Google Workspace Admin vs. Primary Owner Setup

🧭 Overview If Google is telling you that you are not an administrator — even though you created your company's Google Workspace account — you are likely experiencing a common role distinction issue. Being the primary owner of a Workspace account is not the same as holding Super Admin privileges. This article explains the difference, how to resolve permission conflicts, and how to generate an App Password for SMTP/IMAP once your admin access is confirmed. 👥 Understanding Google Workspace Role Hierarchy Google Workspace uses a layered permission system. Understanding where you sit in that hierarchy is the first step to resolving your issue. - Primary Owner (Billing Owner): The Google account that purchased or registered the Workspace subscription. This role controls billing and subscription management but does not automatically grant Super Admin privileges inside the Admin Console. - Super Admin: The user who has full administrative control over the Workspace domain, including managing users, security settings, and authentication policies. This role must be explicitly assigned. - Delegated Admin: A user granted a subset of admin permissions by a Super Admin — for example, managing specific organisational units or services. It is possible — and common — for the billing owner and the Super Admin to be different Google accounts, especially if your Workspace was initially set up by an IT provider, contractor, or a colleague. ⚠️ Why You May Be Denied Admin Access Even if you created the Workspace account, you may encounter an "administrator" error for one of the following reasons: - A contractor or IT provider was assigned Super Admin when the account was configured, and your personal account was not given the same role. - Your account was added as a standard user after the initial Workspace setup, without admin privileges. - There are multiple Google accounts associated with your organisation, and you are signed into the one without admin rights. - Your Workspace subscription was set up through a reseller who retained Super Admin control. 🔍 Step 1 — Confirm Which Account Holds Super Admin 1. Go to admin.google.com and attempt to sign in with your primary owner account. 2. If you can access the Admin Console, look for the admin roles or account management section to confirm your role assignments. The exact navigation labels may vary depending on your Workspace edition and version. 3. If you cannot access the Admin Console at all, your account does not hold Super Admin privileges. Try signing in with any other Google account associated with your organisation's domain. 4. If you are completely locked out and no admin account is accessible, use Google's account recovery options and follow domain ownership verification steps provided by Google 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.

Last updated on Oct 26, 2026

🚫 How to Fix a Disabled Continue Button

This article helps you understand what to do when a button or link in the platform appears unclickable or greyed out and prevents you from moving to the next step. A Continue button can become disabled for several reasons — most commonly because a required field or step earlier in the flow has not been completed, because the page loaded in an incomplete state, or because you navigated to the page via a direct or shared link that bypassed earlier required steps. 🔍 What This Issue Looks Like You may encounter a greyed-out or unclickable Continue button at various points in the platform — for example, during a setup or installation flow — that prevents you from advancing to the next step regardless of what you click. 🛠️ Steps to Resolve This Yourself 1. Scroll up and review every field, toggle, or selection on the current page. The Continue button typically remains disabled until all required inputs on that page are filled in or acknowledged. Look for any field marked as required or any section that appears incomplete. 2. If you arrived at the page via an external or shared link, try navigating to that section of the platform directly through the main menu from the beginning of the flow. Skipping earlier steps via a direct link can leave required state unfulfilled, keeping the button disabled. 3. Perform a hard refresh in your browser (Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac) to clear any cached state, then revisit the page from the start of the flow and complete each step in order. 4. Try the same flow in a different browser or in a private/incognito window to rule out a browser extension or cached session causing the issue. 5. If you complete all visible steps and the button remains greyed out across browsers and fresh sessions, the issue likely requires backend investigation and you should escalate to our team with the details listed below. 📋 What to Have Ready When You Contact Support If the steps above do not resolve the issue, please have the following information ready so our team can investigate as quickly as possible: - The name of the project or site you are working with. - The exact name or label of the button that appears greyed out, if visible. - The section or page of the platform where you encountered the issue. - The exact step in the flow you were on when the button became unclickable. - Any error message displayed on screen (copy the exact text if possible). - The approximate date and time when 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.

Last updated on Oct 26, 2026

Fix Invalid Password Reset Code and Cancel Subscription

🔍 Overview If your password reset code is not working and you are still being billed, this article will help you regain access to your account and, if needed, cancel your subscription. Follow the steps below in order. ⚠️ Why Your Password Reset Code May Be Invalid Password reset codes are single-use and expire after a short period. The most common reasons a code fails include: - The code has expired. Reset codes are time-sensitive. If too much time has passed since you requested the email, the code will no longer work. - The code has already been used. Each reset link can only be used once. Clicking it more than once will trigger an error. - You requested multiple reset emails. Only the link in the most recent email is valid. Earlier links are automatically invalidated. 🛠️ How to Reset Your Password Successfully 1. Go to the Search Atlas login page and click Forgot Password. 2. Enter the email address associated with your account and submit the request. 3. Open your inbox and find the most recent password reset email. Ignore any older reset emails. 4. Click the reset link promptly, as codes expire after a short period. 5. Enter and confirm your new password, then save your changes. 📧 Check Your Spam and Promotions Folders If you do not see the reset email in your inbox within a few minutes, check your Spam, Junk, or Promotions folder. Add the Search Atlas sender address to your contacts to prevent future emails from being filtered. 💳 How to Cancel Your Subscription Once you have successfully logged in, you can manage or cancel your subscription from your account settings. Because subscription cancellation steps may vary depending on your account type, please reach out to our support team directly so they can assist you with cancelling and ensure your billing is handled correctly. To get the fastest resolution, please have the following ready when you contact support: - The email address associated with your Search Atlas account - The date you last attempted to log in - Any error messages you have seen during the password reset process If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔧 Fix Unauthorized Agency and Client Account Linking

🔍 Overview In some cases, a personal Search Atlas account and a client's account may appear linked without your explicit authorization. This is a known issue that requires backend investigation and correction by our support team. This article explains what may be happening, what to expect, and what information to have ready when you contact us. ⚠️ What May Be Causing This - Shared login credentials: If the same email address was used to create both a personal account and a client account, the platform may associate them in unexpected ways. - Accidental agency invitation: A client may have been added to your agency workspace unintentionally during onboarding or setup. - Misconfigured whitelabel settings: Incorrect agency or whitelabel configuration can sometimes cause client-facing dashboards to inherit unintended access levels. - Session or credential overlap: Using overlapping credentials across accounts can result in conflicting access states. ⚠️ What to Expect Unauthorized account linking between agency and client dashboards is a bug-category issue. There is no self-serve option to safely unlink accounts on your own — our team needs to investigate the account association on the backend and apply the correct fix to avoid unintended data exposure or access disruption. 📋 What to Have Ready When You Contact Support - The email address associated with your agency (owner) account - The email address associated with the client account that appears incorrectly linked - A description of what you are seeing — for example, whether the client can view your agency data, or whether your agency dashboard shows the client's data - Approximately when you first noticed the unauthorized linking - Any recent changes made to agency settings, invitations sent, or new accounts created around that 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.

Last updated on Oct 26, 2026

🚫 Deactivated Users Still Receiving Emails or Missing VIP Summit Recordings

Why This Happens Deactivating a team member in Search Atlas removes their platform access, but it does not automatically stop all emails or resolve access issues tied to their account. Two related problems may occur: - A deactivated user continues to receive emails (such as reports, alerts, or digests) - A user is missing VIP summit recordings they expected to have access to Both of these issues require review by our support team, as the underlying cause and the correct fix depend on your specific account configuration and cannot be resolved through a standard self-serve workflow at this time. What to Have Ready When You Contact Support To help our team resolve your issue as quickly as possible, please gather the following information before reaching out: For deactivated users still receiving emails: - The deactivated user's email address - The type of emails they are still receiving (e.g. scheduled reports, alert notifications, digest emails) - The project name(s) or workspace(s) the emails appear to be associated with - Approximate date when the issue started or was first noticed For missing VIP summit recordings: - The affected user's email address - The name or date of the VIP summit in question - A description of what is missing or inaccessible (e.g. specific session titles, entire recording library) - Any error messages encountered when attempting to access the recordings What Happens Next Once you contact our support team with the details above, a team member will review your account settings, identify the source of the ongoing emails or access issue, and apply the necessary fix on the backend. You do not need to make any changes to your account settings before reaching out, as unsupported changes could make it harder to diagnose the root cause. 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.

Last updated on Oct 26, 2026

🔄 Reactivate Your Account and Recover Data

🔍 Why Your Previous Work May Not Appear Starting a new trial does not always reconnect you to your previous Search Atlas workspace. Your earlier projects and data are linked to the original account or workspace, not necessarily to a new trial created with the same or a different login. ✅ Sign In to the Original Account 1. Sign out of the account currently open in Search Atlas. 2. Sign in using the login details associated with your original Search Atlas account. 3. Check whether your previous projects, campaigns, and settings are visible. If you originally joined through a team invitation, use the email address that received the invitation. A different login may open a separate workspace with no previous data. 👥 Check Your Team Workspace If you can sign in but your work is missing, confirm that you are viewing the correct team workspace. Open the Avatar Menu (👤) from your avatar in the top-right corner, then select Team Members. Review the team and account information shown there and confirm that you are using the workspace connected to your earlier work. 💳 Reactivate the Existing Account Do not create another trial if you are trying to restore an older account. First, sign in to the original account and check whether reactivation or subscription options are available there. Reactivating the original account is the best way to preserve access to its existing projects and data. 🛠️ If Your Data Is Still Missing - Confirm that you used the original login email. - Check whether you previously worked in a different team workspace. - Avoid creating additional trials, which can make it harder to identify the original workspace. - Gather the original account email, workspace name, and approximate dates of your previous activity. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🔍 Fix Missing Filters Despite Having Admin Access

🧭 Overview If a coworker with the same admin role can see filter options that you cannot, the cause is almost never a permissions problem. Search Atlas shows certain filters only when specific conditions are met — such as whether you have active tasks assigned to you, or the current state of the data you are viewing. This article explains the most common reasons filters appear unavailable and walks you through how to restore full filter visibility. ⚙️ Why Filters Appear Differently for Admin Users Admin access controls what actions you can perform and what data you can reach. It does not guarantee that every filter will be visible at all times. Filter availability is also controlled by contextual conditions — meaning the platform evaluates your current data state before displaying a filter option. The three most common causes of missing filters are: - Task status scope: Some filters, such as Within your weekly tasks, only appear when you have active tasks assigned to your account for the current week. If no tasks are assigned to you, the filter is hidden because it has nothing to act on. - Data state differences: Filters tied to campaigns, outreach records, or tracked items only appear when relevant data exists in your view. A coworker who has created or been assigned records will see filters that you do not yet see. - UI context mismatch: Filters are sometimes scoped to a specific sub-page or workflow state. Viewing a section at the top level versus drilling into a sub-page can change which filters are displayed. 🛠️ How to Diagnose Your Missing Filters 1. Check your assigned tasks. Navigate to your task list and confirm you have active tasks assigned for the current week. If your task list is empty, filters scoped to weekly tasks will not appear until tasks are added. 2. Compare your current page with your coworker's. Ask your coworker to confirm which exact page and sub-page they are on when they see the filter. Even a small navigation difference — for example, being inside Authority → Campaigns versus viewing Authority at the top level — can change the available filters. 3. Verify you have records in scope. Filters for outreach, inbox items, or campaign data require at least one record to exist in your view. If you have not yet created or been assigned any records in that section, the filter will not render. 4. Refresh your session. Log out and log back in to clear any cached UI state that may be preventing filters from loading correctly. 5. Ask your coworker to share their exact navigation path. Use the URL in the browser address bar as a reference. For example, outreach-related filters will behave differently at /outreach/press-release compared to the campaign sub-pages. 📋 Common Filter Scenarios by Section - Authority → Campaigns: Filters appear only when active campaigns exist under your account. A newly created account with no campaigns will show an empty filter panel. - Authority → Inbox / Sent: Filters for message status or sender are only available once outreach messages have been sent or received. - Authority → Cloud Stacks / URL Indexer: Filters are tied to submitted URLs or stacks. No submissions means no filterable data. - AI Visibility (Left sidebar → AI Visibility): Filters here depend on tracked queries being active. If tracking has not been set up, filter options will be limited. - Weekly task filters: These appear only when tasks are assigned to your specific user account for the active week, regardless of your admin role. 🎥 Accessing Training Recordings You Missed If you missed a live onboarding session or team training, recordings are made available through your account's training resources area. To access a recording: 1. Log in to Search Atlas and navigate to your account settings or the onboarding section provided by your workspace admin. 2. Ask your workspace admin to share the recording link directly, as recording access is managed at the workspace level and distributed by admins. 3. If your admin is unsure where recordings are stored, they can reach out via the chat widget in the platform to confirm the correct location for your workspace tier. 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.

Last updated on Oct 26, 2026

🔒 Responding to a Security Incident on Your Website

🔍 Overview If your website experiences unexpected behaviour — broken pages, unauthorised changes, or sudden downtime — it can be easy to assume a recently installed plugin or tool is responsible. However, many incidents are actually caused by compromised credentials, such as a weak or reused password belonging to a team member. This article explains how to investigate the true root cause of a website issue and how to strengthen your account security going forward. 🧩 Common Causes That Mimic Plugin Issues Before concluding that a plugin like OTTO SEO is responsible for a site problem, consider these frequent alternative causes: - Weak or reused passwords: A team member account with a simple password can be brute-forced or leaked in a third-party data breach, giving attackers access to your site or platform. - Unauthorised login: An attacker who gains access using stolen credentials can make changes that look like software malfunction. - Shared credentials: Multiple people using the same login makes it difficult to trace the source of a change and increases exposure if one device is compromised. - Outdated WordPress roles or permissions: Overly broad user roles can allow accidental or malicious changes by lower-trust team members. 🛠️ How to Investigate the Root Cause 1. Check your activity logs. In WordPress, install or use an existing activity log plugin to review which user account made recent changes and at what time. 2. Review user accounts. Go to WordPress Admin → Users and look for unfamiliar accounts or accounts with Administrator roles that should not have them. 3. Inspect recent logins. Some security plugins (e.g. Wordfence, iThemes Security) log login attempts and flag suspicious IP addresses or failed login spikes. 4. Check Search Atlas activity. Log in to your Search Atlas dashboard and review any recent project changes or OTTO SEO actions to confirm whether the platform was involved. 5. Isolate the timeline. Compare when the issue first appeared with the timestamps of any plugin updates, user logins, or password changes to narrow down the cause. 🔐 Steps to Secure Your Account After an Incident Once you have identified the root cause, take immediate action to close any security gaps: 1. Reset the compromised password immediately. Use a strong, unique password of at least 16 characters combining uppercase letters, lowercase letters, numbers, and symbols. 2. Enable two-factor authentication (2FA). Turn on 2FA for WordPress, Search Atlas, and any other tools your team uses. This adds a critical second layer of protection. 3. Audit all team member accounts. Remove any accounts that are no longer needed and downgrade roles to the minimum permission level required for each person's work. 4. Force a password reset for all users. If there is any doubt about the extent of the compromise, reset passwords for every team member account. 5. Scan for malware. Run a full malware scan using a trusted security plugin to confirm no malicious code was injected during the incident. 6. Update all plugins and themes. Ensure your WordPress installation, all plugins, and all themes are running their latest versions to eliminate known vulnerabilities. ✅ Best Practices to Prevent Future Incidents - Use a password manager to generate and store unique passwords for every account. - Never share login credentials between team members — each person should have their own account. - Schedule a quarterly review of user roles and remove inactive accounts promptly. - Enable login notifications so you are alerted whenever a new device or location accesses your account. - Keep a record of any changes made to your site so you can quickly isolate the cause of future issues. 💬 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔑 Restoring Access After Failed Password Reset

If you have reset your password several times but still cannot log in to your Search Atlas account, you are not locked out permanently. This guide walks you through the most common causes of failed password resets and shows you exactly how to regain access. 🔍 Why Your Password Reset Keeps Failing Most failed resets come down to one of a few recurring issues. Review the list below and see which one matches your situation: - An expired reset link: Password reset links are valid for a limited time and can only be used once. If you wait too long after the email arrives, the link will no longer work. - Using an older reset email: If you requested several reset emails, only the newest link works. Older links are automatically invalidated each time a new one is sent. - A typo in your email address: The reset email is sent to the exact address you type on the reset page. A single misplaced letter sends the link to the wrong inbox, or to no inbox at all. - The email went to spam or promotions: Password reset emails are sometimes filtered out of your main inbox. - Browser autofill or cached credentials: Your browser may keep filling in your old password automatically, which makes every login attempt fail even after a successful reset. - You originally signed up with Google: If your account was created using Google single sign-on, there is no password to reset. You simply need to use the Google sign-in button instead. 🛠️ How to Regain Access Step by Step Follow these steps in order. Most customers regain access within a few minutes. 1. Confirm your login email. Make sure you know exactly which email address is associated with your Search Atlas account, especially if you or a teammate created the account with a work or personal address. 2. Request a single reset link. Go to the Search Atlas login page, click Forgot password, enter your email address carefully, and submit the request once. 3. Wait a few minutes, then check all your folders. Look in your inbox, spam, junk, and promotions folders for an email from Search Atlas. 4. Use only the most recent link. Delete or ignore any older reset emails, then click the link in the newest message. If the link has expired, start again from step 2. 5. Set a strong new password. Choose a password you have not used before on this account and enter it twice, exactly as intended. 6. Log in manually. Return to the login page and type your new password yourself rather than letting your browser autofill it. 🔐 Tips for Setting a Successful New Password To avoid another failed reset, keep the following in mind when creating your new password: - Use at least 8 characters, mixing upper and lower case letters, numbers, and symbols. - Avoid reusing the password from a previous reset attempt. - Do not copy and paste the password with an extra space at the start or end. - Update any saved passwords in your browser after your first successful login. 💡 If You Still Cannot Log In If you have completed every step above and access is still blocked, try these final checks before contacting support: - Try an incognito or private window. This bypasses cached credentials and autofill that may be interfering with login. - Try the Google sign-in option. If your account was originally created with Google, this button will take you straight in without a password. - Wait a few minutes and retry. After multiple failed attempts in a short period, a temporary security lock can briefly block logins. Waiting about 15 minutes usually clears it. - Ask your account owner to check your access. If your account sits inside a team or agency workspace, the account owner can verify your email address and user status from within the platform. 💬 Contact Our Support Team If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🔐 Fix WordPress Plugin Password Reset Email Failures

🧩 Overview The Search Atlas WordPress plugin includes a white-label (WL) protection feature that lets you password-protect your plugin settings from end clients. If you set a white-label password without configuring a recovery email, or if your server's mail function is misconfigured, the password reset email may fail silently — leaving you locked out with no error message. This article explains why this happens, how to regain access, and what information to provide if you need our team to investigate your installation. ⚠️ Why the Password Reset Email Fails The password reset function inside the WordPress plugin requires a valid sender email address to dispatch the recovery message. When no sender email is configured — or when your WordPress hosting environment has a restricted or broken wp_mail() setup — the system silently drops the email without showing you an error. Common causes include: - No recovery email was entered when the white-label password was first created - Your WordPress hosting provider blocks outgoing mail from the server - A third-party SMTP plugin is misconfigured or conflicting - The sender from_email value is empty or invalid in your WordPress settings Note: Our engineering team is actively working on replacing the current password reset flow with a single-use recovery link to eliminate this issue in a future release. 🛠️ How to Recover Access to White-Label Settings Follow these steps in order to regain access as quickly as possible. 1. Check your recovery email inbox and spam folder. If a recovery email was configured, the reset message may have landed in spam or been delayed by your mail server. 2. Verify your WordPress mail setup. Install a plugin such as WP Mail SMTP to confirm that your site can send email at all. Send a test email from Settings → WP Mail SMTP → Tools → Email Test. 3. Check your SMTP credentials. If you use a third-party SMTP service (Gmail, SendGrid, Mailgun, etc.), confirm the credentials are correct and the connection is active. 4. Ensure a valid From address is set. Go to Settings → General in WordPress and confirm the Administration Email Address field contains a real, deliverable address. This value is used as the sender when no custom from_email is defined. 5. Retry the password reset from the white-label login screen once your mail configuration is confirmed working. 🔑 If You Are Still Locked Out If the steps above do not restore access, our support team can investigate your installation directly. To do this, you will need to grant temporary access to your WordPress site. Please prepare the following before contacting support: - A temporary WordPress Administrator account created specifically for our team — do not share your own credentials - The WordPress admin URL (e.g., https://yoursite.com/wp-admin) - The username and password for the temporary account - A brief description of when the issue started and any error messages you have seen How to create a temporary admin account: 1. Log in to your WordPress dashboard. 2. Go to Users → Add New. 3. Enter a username (e.g., searchatlas-support) and a secure temporary password. 4. Set the role to Administrator. 5. Click Add New User to save. Once our team has resolved the issue, delete this temporary account immediately from Users → All Users. ✅ How to Prevent This Issue in the Future - Always enter a valid recovery email address before saving a white-label password in the plugin settings. - Test your WordPress mail function regularly using a dedicated SMTP plugin. - Keep the Search Atlas WordPress plugin updated so you receive the upcoming single-use recovery link improvement as soon as it is released. 💬 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.

Last updated on Oct 26, 2026

🔒 Account Locked After Billing Sync Error

🔍 Why Did This Happen? In rare cases, a billing sync error can cause Search Atlas to incorrectly flag your account as past due — even when your payment has been successfully processed. This typically happens when Stripe (our payment processor) completes the charge, but the confirmation signal is delayed or interrupted before it reaches your account status. The result is that your account becomes inaccessible despite your subscription being fully active. This is a known issue our engineering team has investigated and resolved for multiple customers. Your access can be restored quickly once the sync is corrected. ⚠️ Common Signs of a Billing Sync Error - You cannot log in to Search Atlas even though you recently paid - Your account dashboard shows a "past due" or "subscription inactive" message - Features are disabled or blocked despite a successful renewal - You received a payment confirmation from Stripe or your bank, but Search Atlas does not reflect this - An error message appears when trying to take any action inside the platform ✅ Steps to Resolve the Issue 1. Confirm your payment went through. Check your email for a receipt from Stripe or Search Atlas, or log in to your bank or card provider to verify the charge was processed successfully. 2. Wait up to 15 minutes. Occasionally, the sync resolves automatically after a short delay. Refresh your browser and try logging in again. 3. Clear your browser cache and cookies, then attempt to log in again. Sometimes a cached error state prevents the updated account status from loading correctly. 4. Try a different browser or device. This rules out any local browser issues interfering with your session. 5. Check that your payment method is saved correctly. If you recently updated your card or billing details, an incomplete payment method setup can trigger a sync failure. Navigate to your account billing settings and confirm a valid payment method is on file. 6. Contact support immediately if access is still blocked. Our team can manually trigger a billing sync and restore your account within minutes. See the section below for how to reach us. 🛡️ What Happens to My Data While Locked? Your projects, reports, and all saved data remain completely safe and intact during a billing sync error. A lock caused by this type of issue is a status error only — nothing is deleted. Once your account is unlocked, you will have full access to everything exactly as you left it. 🔄 How We Fix It on Our End Once our support team is notified, we verify your payment status directly in Stripe and manually resync your subscription. In most cases, access is restored within minutes of contacting us. No additional payment is required — you will never be charged twice for a sync error. 💡 How to Prevent This in the Future - Make sure your billing email address is up to date so you receive all payment and renewal notifications - Keep a valid, non-expired payment method saved in your account at all times - If you switch cards or update billing details, confirm the change is saved before your next renewal date - Check your spam or promotions folder for Stripe receipts — missing confirmation emails can be an early sign of a billing issue 🆘 Still Locked Out? Contact Support If you have followed the steps above and your account is still inaccessible, our team will resolve this for you immediately. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. Please have your registered email address and any Stripe payment receipt ready — this helps our team verify your subscription and restore access as fast as possible.

Last updated on Oct 26, 2026

Fix a Greyed-Out Invite Team Member Button

🔍 Overview If the Add Member button on your Team Members page appears greyed out and unclickable, this is a known issue that requires investigation by our support team. This article explains what to expect and how to escalate efficiently. ⚙️ What Is Happening In some cases, the button to invite a new team member becomes disabled or unresponsive even when you believe your account should allow it. The root cause is not always visible to the user and may require a backend check to identify and resolve. 🛠️ How to Escalate Because this issue is resolved through a backend action by our team, please reach out to support and have the following information ready: - Your account email address — the one associated with your Search Atlas account. - The email address you are trying to invite — so our team can check whether a pending or duplicate invitation exists. - Your current role on the account — for example, whether you are listed as Admin or Viewer. - A brief description of what you see — including whether the button is completely greyed out, shows an error on hover, or produces any other visible message. Our team will investigate the account state, check seat availability, role permissions, subscription status, and any pending invitations, then apply the appropriate fix on the backend. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🛡️ Whitelist Search Atlas IPs in cPanel Firewall

🔍 Overview If your website shows a not connected error in Search Atlas, your cPanel firewall may be blocking our servers from accessing your site's data. The most common fix is adding the Search Atlas IP addresses (provided by our support team) to the Remote MySQL whitelist inside cPanel. This guide walks you through the general steps. ⚠️ Before You Begin - You need cPanel access for your hosting account. Log in through your hosting provider's client area or directly via yourdomain.com/cpanel. - You will need the Search Atlas IP addresses ready. Contact our support team to obtain the current list of IP addresses that need to be whitelisted. - If your host uses a custom firewall plugin such as CSF (ConfigServer Security & Firewall), the steps may differ slightly — contact your host's support if you are unsure. 🛠️ Step-by-Step: Remote MySQL Whitelist in cPanel The Remote MySQL tool in cPanel controls which external IP addresses are allowed to connect to your databases. Adding Search Atlas IPs here resolves the most common firewall-related connection errors. 1. Log in to your cPanel account. 2. In the top search bar, type Remote MySQL and click the result, or scroll to the Databases section and click Remote MySQL. 3. In the Add Access Host field, enter each Search Atlas IP address provided by our support team. 4. Click Add Host for each IP. The IPs will appear in the list of allowed hosts below. 5. Once all IPs are added, return to Search Atlas and reconnect your website. The not connected error should be resolved. ✅ Verify the Connection in Search Atlas After whitelisting the IPs, return to Search Atlas and check whether the connection status for your website has updated. If the not connected error is gone and your site shows as connected, the whitelist is working correctly. 🔒 Optional: Whitelist IPs in CSF Firewall (Advanced) If your hosting provider uses CSF (ConfigServer Security & Firewall) in addition to or instead of the cPanel Remote MySQL tool, you may also need to whitelist the IPs at the firewall level. - In cPanel, go to CSF Firewall (found under the Security section if installed). - Enter each Search Atlas IP address provided by our support team and save your changes. - If you are unsure how to do this, contact your hosting provider's support for guidance. 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.

Last updated on Oct 26, 2026

⚡ Fix 'User Already Exists' After Revoking Invite

🔍 Why This Happens When you revoke an invitation, the user's email address remains stored in your workspace as a revoked record. The system still recognises that email as existing in the workspace, which prevents a new invitation from being sent. To re-invite the person, you must first delete their revoked record entirely. 📋 Before You Begin - You must have an Admin or Owner role in the workspace to manage users. - Confirm you have the correct email address for the user you want to re-invite. - This process only affects the workspace you are currently managing — it does not impact other workspaces. 🚀 Step-by-Step: Remove a Revoked User 1. Log in to your Search Atlas account and navigate to the workspace where the issue is occurring. 2. Go to your workspace's user or team management settings. 3. Locate the revoked user — they may appear in a filtered or separate section of the user list, identifiable by the email address causing the conflict. 4. Select the option to remove or delete that revoked user record from the workspace. The exact label for this action may vary depending on your account view. 5. Confirm the removal when prompted. The revoked record will be permanently deleted from your workspace. 6. Once the record is removed, send a new invitation to the same email address and assign the appropriate role. ✅ Confirming the Re-Invitation Was Successful After sending the invite, the user's status in your team list should change to Invited. The invited person will receive a fresh invitation email. Once they accept, their status will update to Active. If the status does not change to Invited after sending, refresh the page and check again. 💡 Tips to Avoid This Issue in the Future - Whenever you know a user will not be rejoining, use a full removal rather than a revoke, so no residual record is left behind. - If you anticipate re-inviting someone later, note their email address before making any changes to their access. - Periodically audit your revoked user list and remove stale records to keep your workspace tidy. 🆘 Still Seeing the Error? If the error message persists after following these steps, the record may require manual removal from the backend. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔐 Fix Login Errors and Regain Account Access

🧭 Overview If you are unable to log in to your Search Atlas or Publication Media account, you are likely seeing one of these errors: "Email does not exist", "Invalid credentials", or a generic error message. This article walks you through the most common causes and fixes so you can regain access quickly. 🔍 Step 1: Confirm You Are Using the Right Email The most common cause of a login failure is using an email address that does not match the one registered to your account. - Check whether you signed up under a personal email, a work email, or a shared team address. - Try any alternate email addresses you may have used at sign-up. 🔑 Step 2: Reset Your Password If your email is correct but your password is not working, use the Forgot Password link on the login page to request a reset. 1. Click Forgot Password on the login screen. 2. Enter your registered email address and submit the form. 3. Check your inbox (and your spam or junk folder) for the reset email. 4. Click the link in the email and enter a new password. 5. After saving your new password, return to the login page and sign in. Important: Password reset links expire after a short period. If the link no longer works, return to the login page and request a new one. ⚠️ Step 3: Check Your Password If your new password is not being accepted after a reset, make sure it meets the platform's password requirements. If you receive an error indicating your reset link is no longer valid, request a fresh reset link from the login page and complete the process again without delay. 🌐 Step 4: Rule Out Browser Issues Browser settings can sometimes interfere with the login process. - Clear your cache and cookies, then try logging in again. - Try an incognito or private browsing window to rule out extension conflicts. - Try a different browser entirely if the issue persists. 🆘 When to Contact Support If you have worked through all steps above and are still unable to log in, our team can investigate further. When reaching out, please have the following ready: the email address you are trying to log in with, the exact error message you are seeing, and any relevant screenshots. 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.

Last updated on Oct 26, 2026

🔧 Fix Site Catalog Access Issues for Publisher Placement

🔍 Overview The Site Catalog allows you to browse publisher sites and switch your placement to a different niche — for example, moving from a general category to a garage door-related niche. If you are unable to open the Site Catalog or switch your publisher placement, an access issue may be preventing you from doing so. This article explains what to expect and how to escalate so the Search Atlas team can resolve it on the back end. ⚠️ Common Reasons for Site Catalog Access Issues - Insufficient account permissions: Your user role may not have the access level required to view or modify publisher placements. - Subscription or plan restriction: Site Catalog access may be tied to a specific plan or add-on that is not currently active on your account. - Account configuration: In some cases, access must be enabled manually by the Search Atlas team on the back end. 🛠️ What to Expect and How to Escalate Site Catalog access issues — including the inability to switch publisher placements to a specific niche such as garage door-related categories — are typically resolved by the Search Atlas team through a back-end configuration change. There is no self-serve fix available for this type of issue. When you contact support, please have the following information ready so the team can act quickly: - Your project name and the account email address associated with your Search Atlas account. - A description of the exact issue you are experiencing (e.g., unable to open Site Catalog, unable to switch publisher placement to a specific niche). - The niche or category you are trying to switch your placement to (e.g., garage door services). - Any error message displayed, along with the approximate date and time the issue first occurred. 💡 Tips to Avoid Future Access Issues - Ensure your account is configured with the appropriate permissions before attempting to switch publisher placements. - If you expect to switch niches regularly, confirm with the Search Atlas team that your account is set up to support that workflow. 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.

Last updated on Oct 26, 2026

🔒 Preventing Unauthorized Account Linking

Understanding Account Linking in Search Atlas Search Atlas allows you to connect external accounts such as Google Business Profile (GBP) and third-party integrations to power your Local and Social projects. These connections should only grant access to users you have explicitly authorized. In rare cases, a known technical issue may cause accounts to become unintentionally linked. When this occurs, a user on a separate account may gain visibility into—or the ability to modify or delete—projects they should not have access to. What This Means for Your Projects If your account has been affected by this bug, you may notice: - Projects appearing in your workspace that you did not create. - Projects missing that you or your team did not delete. - Accounts or data visible that do not belong to your workspace. - Changes to your projects made by someone outside your organization. This is a technical issue on our platform's side, not a result of misconfigured permissions or shared credentials. Our engineering team is aware of the problem and is actively working on a resolution. How to Report This Issue If you suspect unauthorized account linking or unexplained project deletion, please gather the following information so our engineering team can investigate promptly: - Project name(s) affected by the issue. - Account email(s) involved — both yours and the unauthorized account, if known. - Timestamp(s) of when you first noticed the linking or deletion. - Description of what happened, including any unexpected changes, deletions, or new projects. - Screenshots of any unfamiliar projects, accounts, or activity you have observed. What to Expect Once you report the issue, our engineering team will investigate the root cause of the unauthorized linking, work to separate the affected accounts, and attempt to recover any deleted projects where possible. Resolution times may vary depending on the complexity of the account linkage and the extent of the data affected. 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.

Last updated on Oct 26, 2026

🔐 How to Recover a Charged but Inaccessible Account

This article helps you if you have been successfully charged for a Search Atlas subscription — with a payment confirmation or invoice — but are unable to log in or access your account. This is different from a pending or failed payment; your charge has already gone through and the issue is on the account access side. 🔍 Common Causes - Account was cancelled after a billing cycle started, leaving a charge without active access. 🛠️ Step-by-Step 1. Locate your charge confirmation. Find the invoice or payment receipt in your email. Note the exact email address it was sent to — this is the account email tied to the charge. 2. Attempt login with the billing email. Go to the Search Atlas login page and enter the email address from the invoice. Use the Forgot Password link if needed to reset access for that email. 3. Check for a cancellation confirmation email. If you received a cancellation notice, your account may have been closed before or during the billing cycle. Note the date on that email. 4. Gather your evidence before reaching out. Have ready: the invoice or receipt showing the charge, the date of the charge, the email address on the invoice, and any cancellation confirmation you received. This speeds up resolution significantly. 5. Escalate to the support team with all of the above information. The support team can verify the charge on the account record, confirm the account status, and either restore access or initiate a refund review as appropriate. ✅ How to Confirm It Worked You will know the issue is resolved when you can successfully log in to Search Atlas and access your account. If a refund was the agreed resolution, check your original payment method within 5–10 business days for the credit to appear, and ask the support agent for a refund confirmation reference number before closing the chat. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

🔐 Reactivate Admin Access and Dispute Charges

🔐 Restore your admin login If your main administrator account is inactive or you cannot sign in, first confirm that you are using the correct login email and password. Check for typing errors, try resetting your password, and make sure you are signing in through the current Search Atlas platform. If access is still unavailable, do not create a second administrator account. A team member must verify the account and reactivate the existing admin login. Have the affected email address ready, such as brian@infintechdesigns.com. 🧾 Request an account review 1. Open the Search Atlas platform. 2. Open the chat widget in the bottom-right corner. 3. Type human teammate. 4. Explain that your main admin account is inactive or cannot log in. 5. Provide the affected login email and any relevant error message. For security, never share your password, authentication codes, or payment details in chat. The team may request information needed to verify account ownership. 💳 Dispute a top-up charge If you do not recognize a top-up charge or believe you were charged incorrectly, request a billing review through the platform chat. Include the account email, charge date, amount, currency, and a short explanation of the issue. Do not include full card numbers or security codes. Top-up charges may be valid when an account reaches its usage limit or when automatic top-ups are enabled. Before disputing a charge, review your billing and top-up settings to confirm whether automatic funding was active. 🛡️ What happens next The team will verify account ownership, review the login status or transaction details, and explain the available resolution. Keep any receipts, screenshots, or transaction references available, while removing sensitive payment information before sharing them. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🔧 Clearing Stuck Payment Sessions for Login Access

🔍 What Is a Stuck Payment Session? A stuck payment session happens when a payment or checkout process does not complete properly. This can prevent you from accessing your dashboard and may block you from joining your company's team account. Common signs include: - Inability to access your dashboard after a checkout attempt - A checkout or plan selection screen appearing when you expected to join an existing team - Being redirected back to a checkout screen each time you try to log in 🛠️ What Causes This Issue? A stuck payment session is a backend issue that occurs when your account's session state becomes locked during a payment or checkout flow. This can happen if a checkout process is interrupted or does not finalize correctly. Because the session is locked on the server side, simply logging out and logging back in may not resolve the issue on its own — our support team typically needs to clear the stuck session for you. 📋 What to Have Ready When Contacting Support To help our team resolve this as quickly as possible, please gather the following details before reaching out: - Your account email address — The email you use to log in to Search Atlas. - Your team or company name — The name of the team account you are trying to join or access. - Description of what you see — Note any screens, messages, or behavior you encounter when you try to log in. - When the issue started — The approximate date and time you first encountered the problem. With this information, our team can locate your account, identify the stuck session, and clear it so you can regain 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.

Last updated on Oct 26, 2026

🔐 Restore Access by Updating Email

🔑 Choose the right access method If you can still sign in, update access by adding the required email as a team member. If you cannot sign in, ask an existing Admin to add the email or contact our team through the in-platform chat widget. 👥 Add the new email as a team member 1. Sign in to Search Atlas using an existing Admin account. 2. Open the Avatar Menu (👤) from the avatar in the top-right corner. 3. Select Team Members. 4. Select Add member. 5. Enter the email address that needs access, then assign the appropriate role: Member or Admin. 6. Ask the recipient to accept the invitation and finish setting up their access. For example, an Admin can invite bi@seabranchgroup.se from the Team Members page. The invitation must be accepted from that email address. 🔄 Restore access when the old email is unavailable If the original account email can no longer receive messages, do not create a new Search Atlas account. A new account may not include your existing projects, settings, subscription, or team access. < Instead, have an existing Admin add the replacement email as a team member. If no Admin can sign in, use the chat widget inside the platform so our team can review the account and help with the next steps. 🔒 Protect your account - Only an existing Admin should add or change team access. - Use an email address that your team controls and can access. - Do not share passwords or verification codes in chat. - After access is restored, review the Team Members page and deactivate outdated users. 💬 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.

Last updated on Oct 26, 2026

💳 Refund Requests After Access Issues

🔍 Check your account access If you paid recently but cannot see your accounts, first confirm that you signed in with the email address used for payment. If you belong to a team, open the Avatar Menu (👤) in the top-right corner and select Team Members to confirm your membership and role. 💳 Review your payment Open the Avatar Menu (👤), select Billing, and review the Invoices tab. Confirm that the payment appears and check whether the invoice shows an active plan or service. 🔄 Request access help or a refund If your payment is visible but your accounts are still unavailable, or if you no longer want the service, contact our team through the platform. Include the payment date, invoice details, and the email address on the account. Do not share full payment card details. Refund eligibility and processing depend on the payment and subscription status. Our team can investigate the access issue and explain the available refund options. Requesting a refund does not always immediately deactivate access, so ask the team to confirm both actions. ⏱️ What happens next - The team verifies your account and payment. - They check why your accounts are not visible. - They explain whether a refund is available and how it will be processed. - They confirm any access or subscription changes. 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.

Last updated on Oct 26, 2026

🔗 Fix Google Account Disconnection and Login Challenges

🔍 Why This Happens Search Atlas connects to Google services — including Google Search Console (GSC) and Google Business Profile (GBP) — using a secure access token granted when you first authorise the integration. This token can become invalid for several reasons, causing Search Atlas to lose access to your data. When this happens, you may see errors such as TOKEN_EXPIRED_OR_REVOKED, a Login Challenge warning, or your connected properties may silently stop updating. The most common causes are: - Google revoked the token: Google automatically invalidates access tokens if your account password changes, if two-factor authentication settings are updated, or if Google detects unusual activity and triggers a security check (Login Challenge). - Token expiry: Long-lived tokens can expire naturally, especially if Search Atlas has not accessed your account for an extended period. - Permission changes: If the Google account used to connect was removed from a Google Search Console property or Google Business Profile, the token becomes invalid for that resource. - Account-level security events: Google-initiated security reviews, suspicious sign-in alerts, or captcha challenges can silently revoke third-party app access. ⚠️ What You Might See Depending on which integration is affected, the symptoms vary: - Google Search Console: Site data stops refreshing; you may see a notification prompting you to reconnect your Google account. - Google Business Profile: You are unable to save or update connected businesses, and a TOKEN_EXPIRED_OR_REVOKED error appears. - General integrations: The connected account shows as disconnected in your Search Atlas settings, often without a visible alert at the point of disconnection. 🛠️ How to Reconnect Your Google Account Follow these steps to restore access: 1. Log in to your Search Atlas account. 2. Navigate to Site Metrics → Site Events/Site Structure (GSC page). 3. Locate the disconnected Google account or the affected integration (GSC or GBP). 4. Click Connect GSC Account or Connect GA Account. 5. A Google authorisation window will open. Sign in with the correct Google account and click Allow to grant Search Atlas the required permissions. 6. Once redirected back to Search Atlas, confirm that your properties or business profiles are listed and the status shows as Connected. If you manage multiple Google accounts, make sure you authorise using the account that has owner or full access to the GSC properties or GBP locations you need to manage. 🔒 Resolving the Google Login Challenge A Login Challenge occurs when Google temporarily blocks third-party access to your account due to a security verification requirement. To resolve it: 1. Open a browser and go to myaccount.google.com/security. 2. Review any security alerts and complete any pending verification steps (such as confirming a recovery email or phone number). 3. Check Third-party apps with account access and confirm that Search Atlas is listed. If it has been removed, you will need to reconnect from within Search Atlas. 4. Once the challenge is resolved, return to Search Atlas and follow the reconnection steps above. 🛡️ How to Prevent Recurring Disconnections While some disconnections are triggered by Google and cannot be fully prevented, the following practices reduce how often they occur: - Use a stable Google account: Connect using an account that is not frequently changed. Avoid using personal accounts that may trigger security alerts. - Avoid changing your Google password without reconnecting: After any password or security setting change, revisit your integrations in Search Atlas and reconnect your Google account. - Keep 2FA consistent: Changes to two-step verification settings often invalidate existing tokens. Reconnect Search Atlas immediately after making such changes. - Use a dedicated Google account: For businesses managing multiple properties, consider using a dedicated Google account for Search Atlas integrations to reduce the risk of security-triggered revocations. - Monitor your integration status regularly: Check the Connected Accounts section of your Settings periodically, especially after making any changes to your Google account. 📋 Important Notes Keep the following in mind when managing your Google integrations: - When a Google account disconnects, any active campaigns or projects tied to that account may continue to run without updated data. Review your active projects after reconnecting to ensure data is current. - Search Atlas will now notify you when a Google account disconnection is detected, prompting you to reconnect before data gaps become significant. - If a GSC site shows as inactive after reconnecting, Search Atlas performs a confirmatory check before deactivating it permanently. You may be prompted to reconfirm access. 💬 Need More Help? If you have followed the steps above and your Google account is still disconnecting or the Login Challenge persists, 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.

Last updated on Oct 26, 2026

🛠️ Publisher Account Deactivated: Next Steps

🔍 Why Your Account Won't Open If you can no longer log in to your publisher account, or you see a message that your account is unavailable, it has most likely been deactivated after a review. This usually happens when activity on the account is found to go against the platform's terms of service or publisher guidelines. A deactivated account cannot be reopened by simply asking. Each deactivation is tied to a review decision, so the account stays closed until that decision is changed. 📋 Common Reasons for Deactivation Every case is reviewed individually, so the exact reason for your account may differ. In general, accounts are reviewed or deactivated for issues such as: - Content or placements that are low quality, spammy, or misleading - Inaccurate information about a website, such as its ownership, traffic, or metrics - Orders that were not fulfilled as agreed, or were fulfilled in a way that breaks guidelines - Unusual or automated activity on the account - Multiple or duplicate accounts - Links or content that were changed or removed after delivery without notice This list gives general examples. It is not a statement of what happened on your account. ⚖️ What a Denied Appeal Means If your appeal was denied, the review team looked at your account and decided the deactivation should stay in place. This does not always mean you cannot ask again. If you believe the decision was based on incomplete or incorrect information, you can request a further review with additional details. Please keep in mind: - A further review does not guarantee that the account will be reactivated. - Reviews take time, and they cannot be completed instantly. - The team can only share details about a decision where it is appropriate to do so. 📝 How to Request a Further Review Follow these steps to give your request the best chance of being reviewed quickly and fairly: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a member of our team. 3. Share the email address or username linked to the deactivated account. 4. Ask which terms or guidelines the deactivation was based on, and request the specific orders or activities that were reviewed. 5. Explain why you believe the decision should be reconsidered. 6. Include any supporting information, such as proof of site ownership or details on how the orders were completed. 💡 Tips for a Stronger Request - Be specific. Refer to particular orders, dates, or sites instead of general statements. - Be factual. Stick to what happened and what you can show. Keep the tone calm and professional. - Address the concern directly. If you know what caused the issue, explain what you have corrected and how you will prevent it from happening again. - Provide evidence. Screenshots, live URLs, and delivery records help the reviewer understand your side. - Avoid repeat requests. One complete message is more effective than many short ones. 🛡️ How to Avoid Deactivation in the Future - Read the platform's terms and publisher guidelines before accepting orders. - Keep your site information accurate and up to date. - Complete orders as described, and keep delivered content live. - Use only one account per person or business. - Answer review or verification requests quickly if you receive them. 💬 Need Further Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. Please have your account details and any supporting information ready so we can help you as efficiently as possible.

Last updated on Oct 26, 2026

🔐 Fix Login Failures and Duplicate Account Issues

🔍 Overview Some customers experience login failures even when their Search Atlas subscription is active and payments are processing correctly. This is most commonly caused by duplicate accounts linked to the same email address — a known issue that can affect password resets, Google SSO (Single Sign-On), and billing synchronisation. This article explains what to do if you are locked out of your account despite an active subscription. ⚠️ Common Symptoms - You cannot log in despite a recent successful payment. - Password reset codes arrive but are marked as invalid when entered. - After attempting to log in, you are redirected to the pricing page instead of your dashboard. - You see a generic error such as "Something went wrong. Try again later." - Google SSO login fails with a server error. - Your billing history exists but your account appears inactive or unrecognised. 🧩 Why This Happens Duplicate accounts occur when the same email address is associated with more than one account record in our system. This can happen if you previously signed up via Google SSO and later created a separate account with a password, or vice versa. When our system detects more than one account for a single email, it cannot determine which record to authenticate, causing the login process to fail. Additionally, if your billing record (Stripe) is linked to one account and your login credentials belong to another, the system may not recognise your subscription — resulting in a redirect to the pricing page. 🛠️ Steps to Try Before Contacting Support 1. Try your other login method. If you normally sign in with Google, try using your email and password instead — or the reverse. Your active subscription may be attached to a different account record than the one you usually use. 2. Clear your browser cache and cookies, then attempt to log in again. Cached session data can interfere with authentication. 3. Try an incognito or private browsing window. This rules out browser extensions or saved sessions causing the redirect. 4. Try a different browser or device. This helps confirm whether the issue is environment-specific. 5. Request a new password reset email. If a previous reset code was invalid, request a fresh one and use it immediately — reset links expire quickly. Do not request multiple codes in quick succession, as only the most recent link will be valid. 6. Check your spam or junk folder for the password reset email if it does not appear in your inbox within a few minutes. 📊 What Our Team Will Do If the steps above do not resolve the issue, our support team can investigate and fix the following on your behalf: - Merge or remove duplicate account records linked to your email address so that a single, correct account record remains. - Relink your Stripe billing record to the correct account so your subscription is properly recognised. - Manually trigger a session reset if cached or corrupted session data is preventing login. When reaching out, please have the following ready: your account email address, the approximate date and time of the login failure, and any error messages you 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.

Last updated on Oct 26, 2026

🔐 Fix Admin Logouts Caused by Team Member Sessions

Some customers find that their admin account is logged out without warning and a team member's account appears in its place. This is almost always caused by how browsers store login sessions, not by a problem with your account. This article explains why it happens and how to prevent it. ❓ What You May Be Seeing - You are working in Search Atlas and suddenly land on the login page. - When you refresh, you are signed in as a different user, usually a colleague or team member. - Your admin account stays logged out until you sign in again. 🔎 Why This Happens Search Atlas, like most web platforms, keeps you signed in by saving a session in your web browser. A browser holds one active session per platform at a time. If a second person signs in using the same browser, the new session replaces the first one. The most common causes are: - Shared browser or computer: A team member logs in on the same browser profile you use, so their session replaces yours. - Shared login details: Two or more people use the same credentials, or one person signs in to the other's account on their own device. - Invitation links opened in your browser: If you open a team invite or login link meant for someone else while you are signed in, it can sign you in as that person. - Remote desktop or shared sessions: Tools that share a browser or screen can pass one person's login to another. - Browser sync: Some browsers sync cookies and saved logins across devices, which can carry a team member's session onto your device. - Password manager autofill: A shared password manager may fill in the wrong account on the login page. 🛠️ How to Stop It 1. Use one browser profile per person. Create separate profiles in Chrome, Edge, Firefox, or Safari so each person has their own saved logins and sessions. 2. Use a private window for the second account. If you must use two accounts on one device, sign in to one in a normal window and the other in a private or incognito window. You can also use two different browsers. 3. Give each team member their own seat. Invite colleagues from your team settings so they sign in with their own email and password. Avoid sharing the admin login. 4. Log out before switching accounts. If a device is shared, always sign out fully before someone else signs in. 5. Open invite links in the right place. Ask team members to open their own invitations on their own device or browser profile. If you receive a link meant for someone else, forward it to them without opening it. 6. Check browser sync and autofill. Review your password manager and browser sync settings so they do not fill in or share another person's login. 🔒 Secure Your Account If you think someone is signing in to your admin account without your knowledge, take these steps right away: 1. Sign in again and change your password to a new, unique one. 2. Sign out of all other devices and browsers if the option is available. 3. Check that you share your login with no one. Invite each person as their own team member instead. 4. Review your team member list and remove anyone who should no longer have access. ✅ Quick Checklist - Does anyone else use the same computer or browser profile as you? - Is anyone using your admin email and password? - Did you or a colleague recently open an invite or login link while signed in? - Is browser sync or a shared password manager turned on? - Have you changed your password since the issue started? If you answered yes to any of these, apply the matching fix above. Most customers see the problem stop once each person has their own browser profile and their own login. 💬 Still Having Trouble? If you still get logged out after trying these steps, note roughly when it happens and which browser and device you use. Sharing these details helps us investigate faster. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🔐 Fix Account Not Opening or Login Issues

If your Search Atlas account won't open or you can't log in, you're not alone, and the cause is usually simple to fix. This guide walks you through the most common reasons and the quickest ways to get back in. 🔎 Common Signs of a Login Problem You may be affected if you see any of the following: - The login page reloads without taking you to your dashboard - You see an "incorrect email or password" message - The page stays blank or keeps loading - You never receive a password reset email - You are logged in, but your projects or tools don't appear ✅ Quick Checks to Try First These simple checks solve most access problems: 1. Check your email address. Make sure there are no typos and that you are using the same email you signed up with. If you have more than one email address, try the others. 2. Check your password. Look for Caps Lock, extra spaces, or autofill entering an old password. Try typing it manually. 3. Check your internet connection. Open another website to confirm you are online. 4. Refresh the page. Close the tab, open a new one, and try again. 🔑 Reset Your Password If you're unsure of your password, reset it: 1. Go to the Search Atlas login page. 2. Select the Forgot password option. 3. Enter the email address linked to your account. 4. Open the email we send you and follow the link to create a new password. 5. Return to the login page and sign in with your new password. If the reset email doesn't arrive, check your spam or junk folder and any promotions tabs. Wait a few minutes, as delivery can sometimes be delayed. Also make sure you entered the correct email address. Request only one reset at a time, because older reset links may stop working when a newer one is sent. 🌐 Clear Your Browser Cache and Cookies Saved data in your browser can sometimes block a login page from loading correctly. To fix this: 1. Open your browser settings. 2. Find the option to clear browsing data. 3. Select cookies and cached images and files. 4. Clear the data, then close and reopen your browser. 5. Try logging in again. 🧪 Try a Different Browser or Private Window To rule out a browser-specific issue: - Open a private or incognito window and try logging in there. - Try another browser, such as Chrome, Firefox, Edge, or Safari. - Temporarily turn off browser extensions, such as ad blockers or privacy tools, as they can interfere with login pages. - Make sure your browser is up to date. If login works in a private window or another browser, the problem is likely caused by an extension or saved data in your original browser. 🛡️ Check Your Network and Security Settings Some networks and security tools can stop the platform from loading properly. Consider the following: - Turn off your VPN or proxy temporarily and try again. - Switch to a different network, such as a mobile hotspot, to see if the issue is related to your office or home network. - Check whether a company firewall or security software is blocking the page. 👤 Make Sure You're Using the Right Account Access problems sometimes happen because of an account mix-up. Check these points: - If you signed up using a sign-in option such as Google, use that same method to log in rather than entering a password. - If you were invited to a team workspace, make sure you are using the email address the invitation was sent to. - If you have more than one account, confirm you are not signing in to the wrong one. - If your plan or billing recently changed, your access or available features may look different from before. 📸 What to Prepare Before Contacting Support If none of the steps above work, gathering a few details helps our team resolve your issue faster: - The email address you use to log in - The exact message you see, or a screenshot of it - The browser and device you are using - The steps you have already tried - The approximate time the problem began 💬 Still Can't Get In? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. 💡 Tips to Avoid Future Login Problems - Use a password manager to store your current password safely. - Keep your browser updated. - Bookmark the official Search Atlas login page so you always land in the right place. - Avoid requesting several password resets in a row. - Keep your email address up to date so you can always receive account messages.

Last updated on Oct 26, 2026

🔑 Fixing the Invitation-Only Error When Reconnecting

❓ What This Error Means When you try to sign in or reconnect, you may see a message saying registration is invitation-only and that you need to ask your administrator for permission. This can be confusing if you are the administrator. The message usually does not mean you have lost your admin rights. It means Search Atlas does not recognize the login details you are using right now as a member of your workspace. In other words, the system sees a new or unrecognized user and blocks the sign-up, because new users can only join by invitation. 🔎 Common Causes - A different email address: You are signing in with an email address that is not the one your Search Atlas account was created with, such as a personal address instead of your work address. - A different Google account: If you use Google to sign in or connect your data, the Google account selected in the browser may not be the one linked to your workspace. - A changed or removed email: Your email address or domain may have changed since you first signed up, so the system no longer matches it to your account. - The wrong workspace or account: You may have more than one Search Atlas account or workspace, and you are trying to reconnect to one that you do not own. - A stale browser session: Saved logins or cookies in your browser may be automatically choosing the wrong account. 🛠️ How to Fix It Work through these steps in order. Most customers resolve the error in the first few. 1. Check which email you are using. Think about which email address you used when you first created your Search Atlas account. Look for a welcome or invoice message from Search Atlas in your inboxes to confirm which address it was sent to. 2. Sign out of all accounts. Sign out of Search Atlas and, if you use Google, sign out of any Google accounts you do not need for this task. 3. Try a private browser window. Open an incognito or private window so no saved logins interfere, then go to the Search Atlas login page. 4. Sign in with the original email. Use the exact email address and sign-in method (email and password, or Google) that you used when you created your account. 5. Select the right Google account when reconnecting. If the error appears while connecting a Google service, choose the same Google account linked to your Search Atlas workspace. If that account does not have access to the data you want to connect, ask the owner of that data to grant it. 6. Clear your browser cache and cookies. If the error keeps appearing, clear them and try again, or use a different browser. 7. Reset your password if needed. If you cannot sign in with your original email, use the Forgot Password option to confirm that the address is linked to an account. 👥 If You Are Not Sure You Are the Administrator In some cases, another person set up the account, and you were never the owner. If so, the administrator needs to invite your email address from within the platform. Once you accept the invitation, you can sign in normally and reconnect your tools. If you are the administrator but your email address has changed, we may need to confirm the details of your account before we can update it. ✅ Tips to Avoid This Error - Use one email address and one sign-in method consistently for Search Atlas. - Use a shared, long-term address for the account owner, rather than a personal one that could change. - Keep a record of which Google account is connected to your workspace. - Before reconnecting a service, confirm you are logged in to the correct Search Atlas workspace. 💬 Still Seeing the Error? If you have tried the steps above and still see the message, we can look at your account directly. Please have ready the email address you believe the account was created with and, if possible, the email address you are currently trying to use. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🔍 Why Your Publisher Account Shows as Inactive

📌 Overview If your publisher account shows as Inactive, you will not receive new orders until the status changes. This article explains the common reasons an account is marked inactive, what you can check yourself, and how to request a review for reactivation. ❓ What Does Inactive Mean? An inactive status means your publisher account is temporarily not eligible to receive new orders. It is a quality and reliability safeguard. It helps make sure advertisers are matched with publishers who can deliver on time and meet our standards. - You will not be assigned new orders while the account is inactive. - Your account and profile information are not automatically deleted. - Orders already in progress may need to be reviewed separately. 🔎 Common Reasons an Account Becomes Inactive Every account is different, so the exact reason for your status is confirmed by our team. These are the most common causes: - Period of low activity: The account has not accepted, started, or completed orders for some time. - Late or incomplete orders: Orders were delivered after the deadline, left unfinished, or not answered. - Content or guideline issues: Published content or placements did not meet the platform's quality guidelines. - Changes to your website: The site changed significantly, for example a domain change, a drop in quality, or placements removed after publication. - Incomplete or outdated account details: Required profile, website, or payment information is missing or needs updating. - Policy concerns: The account was flagged for a possible breach of publisher terms and is under review. 🧭 How to Check Your Account Status 1. Log in to your Search Atlas account and open your publisher account area. 2. Look at the account status label and any notices or alerts shown there. 3. Review your recent orders for anything marked late, rejected, or incomplete. 4. Confirm your website details and payment information are complete and current. Make a note of anything unusual. This will help you resolve the issue faster. 🔄 How Reactivation Works Reactivation is handled as a review, not an automatic change. Our team looks at the reason the account was marked inactive and whether the issue has been resolved. Keep these points in mind: - Reactivation depends on the reason for the deactivation and on your account history. - Asking for reactivation does not guarantee it will be approved. - Even after reactivation, new orders are assigned based on availability and how well your site matches advertiser needs. A specific number of orders cannot be promised. 🛠️ Steps to Request Reactivation 1. Check your account for notices and fix anything you find, such as outdated details, unfinished orders, or content that needs correcting. 2. Make sure your website is live, accessible, and still meets publisher requirements. 3. Gather the details a teammate will need: your account email, your website URL, and when you first noticed the inactive status. 4. Open the chat widget and ask for a review of your inactive status, as described in the support section below. 5. Reply promptly if the team asks for more information, so the review is not delayed. 💬 What to Include in Your Request A clear request helps our team respond faster. Include: - The email address linked to your publisher account - The website or websites affected - The date you first saw the inactive status - Any steps you have already taken to fix possible issues - A short note on whether you have orders still in progress ✅ Tips to Keep Your Account Active - Log in regularly and respond to new order requests promptly. - Deliver orders on time and follow the content guidelines. - Keep your website live, updated, and free of major changes that affect placements. - Do not remove or alter published placements without checking first. - Keep your profile and payment details current. 🙋 Frequently Asked Questions Will I be told why my account was made inactive? Our team can review your account and explain the reason for the status so you know what to address. Can I get new orders while my account is inactive? No. New orders are only assigned to active accounts. Is my account deleted if it is inactive? No. Inactive means orders are paused. It does not mean the account has been removed. How long does a review take? Timing depends on the reason for the status and the information needed. Responding quickly to any follow-up questions helps. 🤝 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🔒 Why Your Publisher Account Shows Inactive

🔍 What the Message Means If you try to log in and see a message saying your account is inactive, your publisher account has been paused. This usually happens after a compliance review. A compliance review is a routine check that confirms publisher accounts and the sites linked to them meet Search Atlas quality and policy standards. An inactive account is not the same as a deleted account. Your account details are generally kept while the review is completed, but you cannot use the account until it is reactivated. ❓ Why Your Account May Have Been Made Inactive Each case is different, and only our team can confirm the exact reason for your account. These are the most common reasons a publisher account is paused after a review: - Site or content quality concerns: The website or content connected to your account may not meet our quality guidelines. - Incomplete or unverified information: Profile, site ownership, or business details may be missing, outdated, or impossible to verify. - Policy questions: Something on the account may need a closer look to confirm it follows our platform policies. - Inconsistent account details: Information on the account may not match the details on the connected site or profile. - Extended inactivity or unusual activity: Changes in how the account is used can sometimes trigger a review. ✅ What to Do Next Follow these steps to get your account looked at as quickly as possible: 1. Confirm you are using the right login. Check that you are using the email address tied to your publisher account and not another Search Atlas login. 2. Check for a notification. Look through your inbox and spam folder for any message about your account review or any request for more information. 3. Gather your details. Have the email address on the account, the website or sites linked to it, and the approximate date you last used it. 4. Reach out through live chat. Our team can confirm the reason for the status and tell you what is needed to reactivate the account. 5. Respond to any requests. If we ask for verification or updates, provide them promptly so the review can be finished. 📋 What to Have Ready Having this information ready helps our team resolve your case faster: - The email address used to register the publisher account - The website address or addresses linked to the account - The exact wording of the message you see when you try to log in - Any recent changes you made to your site or account details 🛡️ How to Avoid This in the Future - Keep your account and site details accurate and up to date. - Make sure the content on your connected sites is original and follows our guidelines. - Log in regularly so your account does not go dormant. - Respond quickly to any request for verification or information. 💡 Frequently Asked Questions Is my account deleted? No. An inactive status means the account is paused, not removed. Can I reactivate the account myself? In most cases, no. Reactivation is handled by our team after the review is complete. How long does a review take? Timing depends on the case and on whether we need more information from you. Replying quickly to any requests helps. Will resetting my password help? Usually not. The login message is caused by the account status, not by your password. 💬 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🛠️ Fix an Inactive Site in Your Account

🔍 What Does an Inactive Site Mean? When a website shows as inactive in your Search Atlas account, the platform is not actively tracking or working on it. You may see missing data, empty reports, or a site that does not appear where you expect it. This is usually a setup or account issue and can often be fixed in a few minutes. This article explains why it happens, how to check your site, and how to add it to your account (for example, a domain such as yourdomain.com). ❓ Why Is My Site Inactive or Missing? The most common reasons are: - The site was never added. The domain may not have been set up as a project in your account yet. - The site was added to a different account. If you have more than one login or workspace, the site may be saved somewhere else. - The domain was entered differently. A typo, a missing extension, or a variation such as www versus non-www can make it look like the site is missing. - Your plan limit has been reached. Your plan may only allow a certain number of active sites or projects. - The setup was not completed. Some tools need extra steps, such as connecting data sources or installing a snippet, before the site becomes active. - A subscription change. If your plan changed or a payment is pending, some sites may pause until the account is up to date. ✅ Step 1: Check Your Site's Current Status Before adding anything, confirm whether the site is already in your account. 1. Log in to the Search Atlas platform. 2. Confirm you are using the correct account or workspace. 3. Open your list of sites or projects. 4. Search for your domain name. Try it with and without www. 5. If the site appears, check whether it is marked as inactive, paused, or incomplete. If you find the site and it looks inactive, go to Step 3. If you cannot find it, go to Step 2. ➕ Step 2: Add Your Site to Your Account If the site is not in your account, add it as a new project. 1. Go to your projects or sites area in the platform. 2. Select the option to add a new site or project. 3. Enter your domain exactly as it appears in your browser, for example yourdomain.com. 4. Choose any settings the platform asks for, such as target country, language, or goals. 5. Save or confirm to create the project. Tip: Enter only the domain name. You do not need to include extra page paths. 🔄 Step 3: Reactivate or Finish Setting Up the Site If your site is already listed but inactive, check for these items: - Incomplete setup steps. Look for any prompts or banners asking you to finish setup. - Connections. If the tool you are using needs a connection, such as Google Search Console or Google Analytics, make sure it is linked and authorized. - Site installation. If a tool requires a code snippet or other installation on your website, confirm it has been added and is working. - Project settings. Open the project settings and check that the domain is correct and spelled properly. After you make changes, refresh the page and check the status again. Some data can take a little time to appear after a site is activated. 📦 Step 4: Check Your Plan Limits If you cannot add a new site, or an existing site stays inactive, your plan may have reached its site or project limit. To check: 1. Open your account or billing settings. 2. Review your current plan and how many sites it includes. 3. Compare this with the number of sites already active in your account. If you are at your limit, you can remove or pause a site you no longer need, or review your plan options to add more capacity. 🌐 Check That Your Domain Is Reachable Sometimes the issue is with the website itself. Open your domain in a browser and make sure it loads. If it shows an error, redirects somewhere unexpected, or is blocked, some tools may not be able to collect data. Fix any website issues first, then recheck the site in your account. 💡 Common Mistakes to Avoid - Adding the same site twice under slightly different names. - Logging in with a different email than the one used to create the project. - Typing the domain with a typo or the wrong extension, such as .com instead of .app. - Expecting data immediately after setup. Give it some time to process. 🙋 What to Include If You Need Help If you have followed the steps and the site is still inactive, our team can check it and add it for you. To help us resolve your request quickly, include these details in your message: - The exact domain name, such as yourdomain.com. - Whether you want the site checked, added, or reactivated. - The account or login email you are using. - What you see on screen, such as a missing site, an inactive label, or an error message. - Which tool or feature you are trying to use the site with. A clear request such as "Please check yourdomain.com, which shows as inactive, and add it to my account" gives our team everything needed to act right away. 💬 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🔄 Reactivate a Paused Account and Recover Missing Data

🔍 Understanding Paused Accounts When a Search Atlas subscription is paused — due to a missed payment, manual pause, or plan cancellation — your account becomes temporarily inaccessible. All your projects, keywords, and reports are preserved on our servers, but you cannot log in or use the platform until the account is reactivated. If you recently tried to log back in and were unable to access your dashboard, this article will walk you through the steps to get back up and running. 🚀 How to Reactivate Your Paused Account 1. Go to the Search Atlas login page at app.searchatlas.com. 2. Enter the email address and password linked to your original subscription. Use the exact email you signed up with — using a different email will create a new, empty account. 3. If your account is paused due to a billing issue, you will see a prompt to update your payment method or choose a plan. Follow the on-screen instructions to complete reactivation. 4. Once payment is confirmed, your dashboard and all existing data will be immediately restored. 📧 Data Appears Missing? Check Your Login Email The most common reason customers see an empty account after reactivating is signing in with a different email address than the one originally used to create the subscription. Each email address is treated as a separate account in Search Atlas. Here is how to identify and fix this: - Check your inbox for any previous welcome emails, invoices, or notifications from Search Atlas. The "To" address on those emails is your correct login email. - Try common variations — for example, a work email vs. a personal email, or an email with and without dots (e.g., john.doe@ vs. johndoe@). - Check for Google or social sign-in — if you originally signed up using "Continue with Google," log in that way instead of entering a password manually. - Once you log in with the correct original email, all your projects, tracked keywords, reports, and settings will reappear exactly as you left them. ⚙️ Resetting Your Password If You Are Locked Out If you remember your email but cannot recall your password, follow these steps: 1. On the login page, click Forgot Password. 2. Enter your account email address and click Send Reset Link. 3. Check your inbox (and spam folder) for the password reset email. 4. Click the link in the email, set a new password, and log in. 5. If your account was paused, you will be prompted to reactivate your subscription after logging in. 💳 Reactivating After a Billing Issue If your account was paused specifically because of a failed payment or expired card, here is what to do after logging in: - Navigate to Settings → Billing in your dashboard. - Click Update Payment Method and enter your new card details. - Select your preferred plan if prompted and confirm the payment. - Your account will reactivate immediately, and all data will be restored. 🛠️ Still Cannot Access Your Account? If you have tried the steps above and are still unable to log in or locate your data, our support team can look up your account and help identify the correct email on file. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.

Last updated on Oct 26, 2026

🛠️ Fixing a Publisher Account Marked Inactive

🔍 What Does "Inactive" Mean? If you see “Your account is inactive” when attempting to sign in to the publisher portal, your publisher account has been deactivated. Deactivation changes the account’s status rather than deleting its record. Staff assistance is required to reactivate it. (linkgraph/app/publisher/account/api/views.py:276–283) An inactive status can result from staff action or an automatic process that deactivates a publisher when all its publications are inactive. The login message alone does not explain the cause. (linkgraph/app/core/publisher/celery\_tasks.py:1175–1181) ❓ Why Might a Publisher Account Become Inactive? Publisher accounts can be deactivated by staff or automatically when all their publications are inactive. Individual publications have separate deactivation reasons. (linkgraph/app/core/publisher/admin.py:989–999; app/core/publisher/celery\_tasks.py:1175–1181) - Publication quality checks: Individual websites can become inactive because of low Domain Authority, low organic traffic, high spam scores, or insufficient URL quality. If all your publications are inactive, your publisher account can also be deactivated automatically. (linkgraph/app/core/content/models.py:9139–9153) - Verification issues: A publication can become inactive if its verification tag is removed. Missing or outdated profile or payment details should not be assumed to explain an inactive publisher account. (linkgraph/app/core/content/models.py:9139–9153) - Website availability and verification: A publication can become inactive after repeated URL health-check failures or removal of its verification tag. If all your publications become inactive, your publisher account can also be deactivated automatically. (linkgraph/app/core/content/models.py:9140–9144; app/core/publisher/celery\_tasks.py:1175–1181) - Publication activity and ownership checks: A publication may become inactive when it lacks verified ownership or a completed order within the relevant recent window. This is different from deactivating an account simply because you have not signed in recently. (linkgraph/app/core/content/models.py:9152) - Other publication-level reasons include excessive publishing-deadline rejections and manual deactivation. Ask support to confirm the reason affecting your account rather than assuming a particular guideline violation. (linkgraph/app/core/publisher/celery\_tasks.py:1183–1211; app/core/content/models.py:9147) Start by recording the exact message shown during your publisher-portal login attempt. Contact support to confirm why the account is inactive and whether reactivation is possible. ✅ Step-by-Step: Check Your Account Status 1. Try signing in to the publisher portal. If you receive “Your account is inactive,” record the message and contact support. (linkgraph/app/publisher/account/api/views.py:280–281) 2. You do not need to access your profile to report this issue. Send support the exact login error and the email address associated with your publisher account. 3. Check for any emails you have received about your publisher account or publications. If no explanation is available, ask support to confirm the reason; the inactive-account login message does not provide it. 4. Confirm that your website is live, loads correctly, and is still the site connected to your publisher profile. 5. Tell support about any known changes to your contact or payment information. If access is restored, review those details in Account Settings; updating them should not be presented as a guaranteed reactivation fix. (publisher-frontend/components/common/Header.js:74) 6. Make a note of the exact wording of any status message. This helps our team find the cause faster. 🔄 How to Request Reactivation If you believe your publisher account should be active, contact support to request a review. Reactivation requires staff action and is not guaranteed. Gather the following information to help support investigate. (linkgraph/app/core/publisher/admin.py:982–987) - The account name or the website connected to your publisher profile - The date you first noticed the inactive status - Any message or status text shown in the platform - A short summary of recent changes to your site or profile, if any Fix anything you can already see is a problem, such as missing details or a site that is offline, before requesting the review. This gives the review team an up-to-date picture of your account. 🚫 What If Reactivation Is Denied? A denied reactivation means that after review, the account did not meet the requirements for publisher access at that time. This does not always mean the decision is permanent. Here is what you can do: 1. Ask for the reason. Request the specific reason for the decision so you know exactly what needs to change. 2. Correct the issue. Update your site, content, or account details to address the reason given. 3. Ask whether a new review is possible. Once changes are made, ask whether the account can be reviewed again. 4. Provide supporting details. If you think the decision was based on incorrect information, explain why and include any relevant context. Please keep in mind that eligibility depends on the platform's review criteria. Our team can explain the decision and next steps, but cannot guarantee that an account will be restored. 💡 Tips to Keep Your Publisher Account Active - Keep your profile, website details, and payment information accurate and up to date. - Make sure your connected website stays online and accessible. - Follow the platform's content and quality guidelines on every submission. - Sign in and use your account regularly. - Check platform notifications often so you can respond quickly to review requests. 🙋 Frequently Asked Questions Was my account deleted? No. An inactive account is not the same as a deleted account. Your account still exists, but its access is restricted until the status is resolved. Will I lose my data? An inactive status does not by itself remove your account information. If you have concerns about specific data, mention them when you contact our team. How long does a review take? Review times vary depending on the reason for the status change and the details needed. Providing complete information at the start helps avoid delays. Can I submit another request after a denial? In many cases, yes, especially after you have fixed the reason given. Ask our team whether your account is eligible for another review. 💬 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team. When you connect, share your account name, the status message you see, and any steps you have already taken. This helps our team review your case quickly and explain your options clearly.

Last updated on Oct 26, 2026