Troubleshooting: Social

📋 GBP Audit Social Profiles: Yelp and Platform Limitations

🔧 Fix Social Media Auto-Post Pending Queue Issues

Overview After setting up a Social Media Scheduler project with auto-posting enabled, posts should automatically be queued on a set schedule. If nothing is appearing in your post queue, this is a known issue our team investigates on a per-account basis. This article explains what to expect and how to escalate effectively. What Is Happening Some users find that after creating a Social Media Scheduler project and enabling auto-posting, posts are not being generated or queued as expected. This can be caused by a range of account-specific or backend factors that our support team will need to investigate directly. What to Have Ready When Escalating Because this issue requires backend investigation, please have the following information ready before contacting support: - Your project name — the exact name of the Social Media Scheduler project that is not generating posts. - When the issue started — the approximate date and time you noticed posts were not being queued. - Your auto-posting configuration — describe the posting frequency or schedule you set up (for example, how often posts were supposed to be generated). - Any error messages — copy the exact text of any error messages you have seen, including timestamps if available. - Connected social accounts — note which social media accounts are connected to the affected project. Having this information ready will allow our team to investigate and resolve the issue as quickly as possible. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛑 Stop Unwanted Automated Social Posts

🤔 Why Posts Keep Publishing Marketer.Report (part of the Search Atlas platform) stores scheduled social posts on our servers, not inside the admin account that created them. This means that when an admin leaves the company or their access is removed, anything they scheduled keeps publishing until someone cancels it. Common sources of unwanted automated posts include: - Posts scheduled by a previous admin in the Social Media Scheduler - Automated posts generated by an AI Agent connected to your Google Business Profile - Recurring or periodic posting templates that were set up earlier Follow the steps below to stop every source, clear the queue, and publish your own replacement content. ⚙️ Step 1: Turn Off Post Automation 1. In the left sidebar, click Local, then GBP Projects. 2. Click View project for the location that is publishing the posts. 3. Open the Socials section of the project. 4. Toggle off any active automation, including automated posting and AI Agent posting, for each connected platform. 5. Repeat this for every GBP project that posts to your social accounts. Turning off automation stops new posts from being generated, but it does not remove posts already sitting in the queue. Continue to the next step. 🗑️ Step 2: Delete All Scheduled Posts 1. While still in the project, open the scheduled posts queue. 2. Filter by status to find all Pending and Scheduled posts. 3. Select the posts and use the delete or cancel action to remove them. 4. Confirm the queue is empty for every connected platform, including Facebook, Instagram, LinkedIn, and X. Tip: If you want to edit a post instead of deleting it, open it, update the text or image, and save it back to the queue. ✅ Step 3: Require Approval Before Posting As a safety net, turn on the approval setting so nothing goes live without a review: 1. In the project's Socials settings, enable Approve before posting. 2. Review each draft as it is generated and approve only the posts you want published. This gives your team full control while automation is paused or being reconfigured. 🔌 Step 4: Review Connected Social Accounts If unwanted posts are still appearing, check every connected account and remove any you no longer use: - Open each GBP project and review the connected Facebook, Instagram, LinkedIn, and X accounts. - Disconnect any account that should not be posting, or that a previous admin connected. - Reconnect only the accounts your current team actively manages. Removing the previous admin's user access does not disconnect their social accounts or cancel their scheduled posts, so this review is important. 🚀 Replacing Content With Your Own Posts Once the queue is clear and automation is off, schedule your replacement content: 1. Open the GBP project and create a new post with your own text, images, or links. 2. Choose the date, time, and platforms for publishing. 3. If approval is enabled, approve the post to add it to the queue. You can also use the Media Library under Local to upload and organize the images you want to use in the new posts. ⚠️ If Posts Continue After Disabling Automation We are aware of an issue where a small number of posts can still publish after automation has been turned off. This is caused by leftover scheduled tasks stored on our servers. If it happens: - Do not delete your project, as this removes your reviews, media, and local SEO data. - Note the platform, post text, and publish time of each unwanted post. - Contact our team so we can clear the leftover scheduled tasks on your account. 💬 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.

🚫 Facebook Posting Blocked by Restrictions

🔍 Why Facebook posting is blocked Meta may restrict publishing when it detects a security concern, unusual activity, or an account verification issue. Seeing a message that your identity has been verified does not always mean the restriction has been removed. Facebook must also restore your permission to publish on the connected Page. Search Atlas cannot bypass a restriction applied by Meta. Posts may remain blocked until Facebook completes its review and restores publishing access. ✅ Check your Facebook account 1. Sign in to Facebook using the account connected to Search Atlas. 2. Review any alerts, Support Inbox messages, or account-quality notices. 3. Complete any requested security checks, identity confirmation, or two-factor authentication setup. 4. Confirm that you have permission to create and publish posts on the selected Facebook Page. 5. Try publishing a short test post directly from Facebook. If Facebook does not allow the test post, the restriction is still active and must be resolved in Facebook before Search Atlas can publish. 🔗 Reconnect Facebook in Search Atlas 1. Open Social from the left sidebar. 2. Go to All Projects and open the relevant project. 3. Reconnect the Facebook account or Page when the option is available. 4. Accept all requested Meta permissions and select the correct Page. 5. Return to Social → Calendar View and schedule a new test post. Reconnect only after Facebook access has been restored. Reconnecting repeatedly while the restriction is active will not remove the block. 📅 Check approvals and post status If your project requires approval before publishing, open Social → Pending Approvals and approve the post. In Social → Calendar View, review the post status and open any available error details. A post marked failed, blocked, or requiring action may need to be rescheduled after Facebook access is restored. Avoid creating duplicate posts until the original status is clear. 🛠️ If the restriction continues - Make sure you are using the Facebook account that owns or manages the Page. - Confirm the Page is published and not limited by age, country, or policy settings. - Remove expired or duplicate connections, then reconnect the correct Page. - Wait for Meta's review if Facebook shows that a security check is still processing. If Facebook allows direct posting but Search Atlas still fails, record the Facebook Page name, the exact error message, and the affected post time before requesting help. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛑 Stop Unwanted Automated GBP Social Posts

Why Unexpected Posts May Still Be Publishing If social posts are being published to your connected pages — such as Google Business Profile (GBP), Facebook, or Instagram — without any visible scheduled posts in your account, a previous administrator may have set up automated posting rules that are still active. These automations can continue running in the background even if you cannot see any scheduled content or active projects in your current view. This article explains how to approach locating and disabling those automations so that no further posts are published without your approval. Step 1 — Review All Social Projects Start by checking every project connected to your account, including any that may have been created by a former team member. 1. In the left sidebar, open the Social section to access the Social Media Scheduler. 2. Look through the full list of projects — not just the ones you created — paying attention to any you do not recognise. 3. Open each unfamiliar project and review its settings to check whether any automated or recurring posting behaviour has been configured. Step 2 — Check the Calendar for Queued Content Even if no posts are visible in the project list, content may still be queued and scheduled to publish. 1. Within the Social section, navigate to the calendar view. 2. Browse forward through upcoming dates to identify any posts scheduled to publish automatically. 3. If you find posts you did not create, note which project they belong to and take steps to disable or delete them. Step 3 — Disable Automated Posting in Each Relevant Project Once you have identified the projects responsible for unwanted posts, locate and turn off any automation or recurring post settings within those projects. 1. Open the relevant project from your project list. 2. Review the project's settings for any options related to automatic publishing or recurring post schedules. 3. Turn off or remove those settings, then save your changes. 4. Repeat this process for every project associated with the unwanted posts. Step 4 — Remove or Audit Former Administrator Access If a previous administrator set up these automations, review who currently has access to your account and remove any former team members who should no longer have permissions. This helps prevent similar issues from recurring in the future. Need Help Locating or Disabling the Automation? Because the specific configuration causing unwanted posts may vary depending on how your account was set up, our support team can investigate directly and help disable any active automations on your behalf. When reaching out, please have the following ready: - The name of the connected Google Business Profile or social account receiving the unwanted posts - The approximate date and time of the most recent unwanted post - The name of any projects you have already reviewed If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛠️ Stop Unwanted Automated Social Media Posts

🔍 Why Posts May Still Be Publishing If social media posts are being published to your connected pages — such as Google Business Profile, Facebook, or Instagram — without any visible scheduled content, there are a few likely causes: - A former administrator set up automated posting rules that are still active in the background. - An archived or disconnected project still has active automations attached to it. - A connected social account is linked to a project you can no longer see because access was removed. Because resolving this requires investigation into account-level settings and project configurations, our support team will need to assist you directly. The steps below explain what information to have ready when you contact us. 📋 Step 1 — Review All Active Social Projects Look through every project on your account, including any you did not create yourself. Former administrators may have created projects that are still active. If you find a project you do not recognise or no longer need, note its name so you can share it with our team. 📅 Step 2 — Check for Queued or Scheduled Content Review any scheduled or queued posts visible in your account. If you can identify posts you did not intentionally schedule, note the dates, times, and any project names associated with them so our team can trace the source. 🔗 Step 3 — Note Connected Social Accounts Automated posts can only publish to accounts that are actively connected in Search Atlas. Make a note of any Google Business Profile listings, Facebook pages, or Instagram accounts that appear to be connected without your knowledge — particularly any that may have been linked by a former administrator. Share this information with our team when you escalate. 👤 Step 4 — Identify Former Administrator Access If a former team member or agency set up these automations, their account access may still be active. Review your workspace user list and identify any users who should no longer have access. Share the names or email addresses of those users with our team so they can assist with removal and deactivation of any associated automations. 📞 When to Escalate to Support Because unwanted automated posting often originates from account-level configurations that require backend investigation, our support team will need to look into this on your behalf. When you reach out, please have the following ready: - The name of the social project or projects you believe are responsible for the unwanted posts. - The connected account(s) — for example, the name of the Google Business Profile, Facebook page, or Instagram account — that is receiving the unexpected posts. - The approximate dates and times the unwanted posts were published. - The names or email addresses of any former administrators or agency users who may have configured the automations. 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.

🔗 Social Media Links, Errors, and Subscription Value

🔍 Overview Two questions come up frequently from new Search Atlas customers: why social media URLs are blocked when adding links, and whether the platform delivers enough value to justify its cost. This article answers both questions clearly and helps you get the most from your subscription. 🚫 Why Can't I Add Social Media Links? Search Atlas restricts social media URLs (such as links to Facebook, Instagram, X/Twitter, LinkedIn, YouTube, and similar platforms) in specific link-building and citation fields. This is intentional and is designed to protect your SEO results. Here is why this restriction exists: - Domain authority standards: Social media profile pages are dynamic, often noindex, and carry little to no direct SEO link equity. Including them in authority-building campaigns dilutes the quality of your link profile. - Platform guidelines: Many SEO tools and citation networks reject or flag submissions that include social media URLs in fields intended for website links. Search Atlas enforces this upfront so your campaigns are not rejected downstream. - Best-practice compliance: Google and other search engines evaluate the relevance and quality of your backlink profile. Low-quality or irrelevant links can harm rankings rather than help them. If you are seeing a "not allowed" error when entering a URL, check whether the link points to a social media platform. Replace it with your primary website URL or a relevant landing page instead. If you need to manage or schedule social media content, use the Left sidebar → Local → Posts (GBP Posts) section, which is built specifically for that purpose and supports Google Business Profile posts and media management. 📊 Getting Real Value From Search Atlas SEO is a long-term strategy. Meaningful ranking improvements, traffic growth, and authority gains typically take 60 to 90 days or more to become visible in search engines — this is true of any SEO platform or agency, not just Search Atlas. Two weeks is generally not enough time to evaluate SEO outcomes. That said, there is a lot you can accomplish in your first two weeks to set a strong foundation. Here is where to focus: 1. Set up your Local projects: Go to Left sidebar → GBP Projects and create your GBP project. Add your business details, upload media via Left sidebar → Local → Media Library, and start publishing posts under Left sidebar → Local → Posts (GBP Posts). 2. Build local citations: Navigate to Left sidebar → Local → Local Citations to submit your business information across directories. Consistent citations are a foundational local SEO signal. 3. Launch an authority campaign: Go to Left sidebar → Authority → Campaigns to start building backlinks. You can also use Left sidebar → Authority → Cloud Stacks and Left sidebar → Authority → Indexer to strengthen your content's discoverability. 4. Check your LLM visibility: Visit Left sidebar → Authority → QUEST LLM Visibility to see how your brand appears in AI-generated search results — a growing ranking signal. 5. Monitor reviews: Use Left sidebar → Local → Reviews to track and respond to customer reviews, which directly influence your local rankings. 💡 Tips to Accelerate Your Results - Complete your GBP profile fully — incomplete profiles rank lower in local search. - Publish at least two to four posts per week using Left sidebar → Local → Posts (GBP Posts) to signal activity to Google. - Use Left sidebar → Local → My Tasks to stay on top of recommended optimisation actions. - Check your Left sidebar → Authority → Inbox regularly for outreach responses and link opportunities. 🛠️ Requesting Additional Trial Time If you feel you have not had sufficient time to properly explore the platform, our team is happy to discuss your situation on a case-by-case basis. We want every customer to feel confident in their investment before committing long-term. 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.

🔓 Unlock Google Business Profile to Fix Social Media Errors

🧭 Overview When you try to post or update content through the Social section of Search Atlas, you may see an error related to "disable lock on". This message means your Google Business Profile (GBP) is currently locked, which prevents any social media updates from being published to it. To resolve this, you will need to unlock the GBP project associated with the social media account you are trying to update. ⚠️ What Does the "Disable Lock On" Error Mean? The "disable lock on" message appears when a GBP project has been locked inside Search Atlas. A lock is sometimes applied automatically or manually to protect a profile from unintended changes. While the lock is active, the platform blocks any outgoing updates — including social media posts — to that profile. You must unlock the profile before your updates can go through. 🔓 How to Unlock Your Google Business Profile To resolve this error, you need to locate the locked GBP project within Search Atlas and disable the lock on it. The lock setting is managed from the Local → GBP Projects (GBP Projects) section of the platform, within your GBP project settings. Once you have found the correct GBP project — the one linked to the social media account you were trying to update — disable the lock on that project. After the lock is removed, return to the Social section and try your update again. If you are unsure which GBP project is linked to your social account, look for the profile whose name matches the account you were posting to. If you cannot identify the correct project or cannot locate the lock setting, please reach out using the contact information below so our team can assist you directly. ✅ Confirming the Unlock Worked Once the lock has been disabled on the correct GBP project, return to the Social section and attempt your post or update again. If the "disable lock on" error no longer appears, the unlock was successful and your content should publish as expected. 🔁 What If the Error Persists After Unlocking? If you have unlocked your GBP but the error still appears when trying to post, try the following: - Refresh the page and attempt the update again. - Confirm you unlocked the correct GBP project — verify that the profile name matches the social account you are posting to. - If the error continues, please reach out to our support team. When you do, have the following ready: the name of the GBP project you unlocked, the social media account you were trying to post to, and the exact error message you are seeing. 💬 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.

🛠️ Fix 'Update Failed' Error Adding Social Profiles to GBP

🔍 Overview Some users have encountered an Update Failed error when attempting to add social media profile URLs to a Google Business Profile (GBP) inside Search Atlas. This issue can occur even after the GBP has been successfully connected. This article explains what the issue is, what you can try, and how to escalate if the problem persists. ⚠️ What Triggers This Error You may be affected by this issue if: - You have already connected your Google Business Profile in Search Atlas. - You navigate to your GBP project in Search Atlas and attempt to add social profile URLs. - After entering a social profile URL and attempting to save, the platform returns an Update Failed error. - The error repeats consistently, regardless of how many times you retry. ✅ Steps to Try Before Contacting Support 1. Confirm your GBP is properly connected. Verify that your Google Business Profile project is active and fully connected in Search Atlas. A profile that is not fully connected may produce save errors. 2. Check the URL format. Ensure the social profile URL you are entering is complete and correctly formatted (e.g., starts with https://). Malformed URLs can sometimes trigger a save failure. 3. Try a different social platform URL. Test whether a different platform's URL saves successfully. This helps confirm whether the issue is specific to a particular social network or is more general. 4. Clear your browser cache and retry. A stale browser session can occasionally interfere with form submissions. Clear your cache, reload the page, and attempt the update again. 🐛 Escalating the Issue If the steps above do not resolve the error, the issue may require investigation by the Search Atlas support team. When reaching out, please have the following ready: - The name of your GBP project in Search Atlas. - The exact error message you are seeing. - The social platform URL(s) you are attempting to add. - The approximate date and time when the error first occurred. 🙋 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.

⚠️ Post Now Bypassed by Approval Settings in Social Media Projects

Clicking Post Now on a social media project with an approval setting enabled (Approve for Publish or Approve if Image) may route the post into Pending Approvals instead of publishing it immediately. Use the workaround below to approve and publish your post while the deployed fix takes full effect. 🔍 What's Happening When Post Now is clicked on a project with an active approval setting, the post is silently placed in Pending Approvals instead of going live. It waits for manual approval, transitions to Scheduled, and is only then picked up by the publishing scheduler. No error or warning appears at the time of clicking, so the delay is not immediately visible. This affects any project with either of these settings enabled: - Approve for Publish - Approve if Image 🛠️ Workaround Steps To publish the post as quickly as possible after clicking Post Now: 1. In the left sidebar, go to Social → Pending Approvals. 2. Find the post in Pending Approvals status. 3. Click Approve — the scheduler will pick it up and publish it within minutes. If the post must publish without any scheduler delay, use this alternative: 1. Go to Project Settings and temporarily disable Approve for Publish or Approve if Image. 2. Return to your post and click Post Now. 3. Once the post has published, return to Project Settings and re-enable the approval setting. 📡 Engineering Status A fix for this issue has been deployed. Our team is actively monitoring to confirm it is working as expected across all projects. If you continue to see posts enter Pending Approvals after clicking Post Now, the workaround above will resolve the delay while we verify the fix on your account. 📞 When to Contact Support Reach out to our support team if any of the following occur: - Posts remain in Pending Approvals even after you manually approve them. - The workaround steps above do not resolve the issue for your project. - You continue to experience this behavior after the fix was deployed. 🌀 We understand how critical timely publishing is — if the steps above don't fully resolve the issue, contact our support team directly and we'll investigate your project right away.

🔗 Fix GBP Social Media URL Validation Errors

🔍 What Is This Error? When adding social media links to your Google Business Profile (GBP), you may see the error: INVALID_SOCIAL_MEDIA_PROFILE_URL. This means one or more of your social media URLs are not formatted in the way Google requires. Google enforces strict URL standards for each platform, and even a small formatting mistake will cause the entire submission to fail. 📋 Why URL Formatting Matters Google validates every social media URL you submit against its own rules for each supported platform. Common issues include extra query parameters, incorrect subdomains, missing path segments, or using short links instead of full profile URLs. The URL must point directly to a public profile page — not a post, a reel, a story, or a redirect link. ✅ Correct URL Formats by Platform Use the exact formats shown below. Replace the example handles with your own. - **Facebook:**https://www.facebook.com/YourPageName — Use the full www.facebook.com domain. Do not use fb.com, m.facebook.com, or any Facebook short URL (e.g. fb.me/...). - **Instagram:**https://www.instagram.com/yourusername/ — Include the trailing slash. Do not link to a specific post or reel. Avoid instagr.am short links. - **TikTok:**https://www.tiktok.com/@yourusername — The @ symbol before the username is required. Do not use vm.tiktok.com or any shortened TikTok video link. - **YouTube:**https://www.youtube.com/@YourChannel or https://www.youtube.com/channel/UCxxxxxxxxx — Avoid vanity URLs with custom slugs unless they match the verified channel URL exactly. - **LinkedIn:**https://www.linkedin.com/company/your-company-name/ — Use the company page URL, not a personal profile or LinkedIn post URL. - **X (Twitter):**https://x.com/yourusername or https://twitter.com/yourusername — Both domains are currently accepted, but avoid t.co shortened links. - **Pinterest:**https://www.pinterest.com/yourusername/ — Link to the profile root, not a specific board or pin. 🚫 Common Mistakes to Avoid - Using a shortened or redirect URL (e.g. bit.ly, fb.me, vm.tiktok.com) - Linking to a specific post, reel, video, or story instead of the profile page - Adding query parameters such as ?utm_source=... or ?ref=... to the end of the URL - Using a mobile subdomain like m.facebook.com - Forgetting the https:// prefix - Including extra spaces before or after the URL 🛠️ How to Update Your Social URLs in Search Atlas 1. In the left sidebar, click Local → GBP Projects to open your GBP projects. 2. Select the GBP project you want to update. 3. Navigate to the profile or business information section where social media links are stored. 4. Remove the existing URL that is causing the error. 5. Enter the corrected URL using the formats listed above. 6. Save your changes and re-submit to Google. If the error persists after correcting the format, double-check that your social media profile is set to public. Google cannot validate a private or restricted profile URL. 💡 Quick Checklist Before Submitting - URL starts with https://www. - URL points to the profile page, not a post or video - No shortened links or redirect URLs - No tracking parameters appended - No extra spaces at the start or end - Profile visibility is set to public on the social platform 💬 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.

Social Media Project Limits on Growth Plan

Overview If you are on the Growth plan, your account includes a set quota for the number of social media projects you can connect inside Search Atlas. This article explains how these limits work and what options you have if you need more capacity. Social Media Project Quota on the Growth Plan The Growth plan includes a defined number of social media projects you can connect. To find the exact quota included with your current subscription, check your plan details within the platform or reach out to our support team using the contact option at the bottom of this article. Managing Your Existing Projects If you have reached your project limit, you can free up a slot by disconnecting or removing an existing social media project from your dashboard. Once a project is removed, that slot becomes available and you can connect a new project in its place. Need More Projects? If your business or agency requires more social media projects than your Growth plan includes, upgrading to a higher-tier plan will unlock a larger project quota along with additional features across the platform. Contact our support team using the option below to compare available plans and find the one that fits your needs. Frequently Asked Questions - What happens when I reach my project limit? You will not be able to add new projects until you remove an existing one or upgrade your plan. - How do I find out my exact quota? Check your plan details within the platform or contact our support team for assistance. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔗 Fix Social Media Link Errors in Google Business Profile

🧭 Overview When adding social media links to your Google Business Profile (GBP), you may encounter a save error even if your URLs look correct. A common cause is a malformed URL — one that contains extra characters such as query parameters or locale codes that GBP does not accept. This article explains how to identify, clean, and successfully add your social media links to your GBP via Search Atlas. ⚠️ Why Social Media URLs Fail to Save Google Business Profile is strict about URL formatting. A URL that works fine in your browser may still be rejected by GBP if it contains any of the following: - Query parameters — extra text added after a ? or & symbol, such as &locale=en_GB, ?ref=homepage, or ?utm_source=share - Tracking codes — appended by social platforms or third-party tools when you copy a link - Locale or language suffixes — for example, Facebook sometimes appends &locale=en_GB or similar region codes - Redirect URLs — shortened or redirected links instead of the direct profile URL Even if only one of your social media URLs is malformed, GBP may block the entire save action — making it appear as though all your links are causing the error. 🔍 How to Identify a Malformed URL Before entering any social media URL into GBP, inspect it carefully. A clean URL should look simple and contain no extra characters after the main address. Use the examples below as a guide: - Facebook (clean): https://www.facebook.com/yourbusinessname - Facebook (malformed): https://www.facebook.com/yourbusinessname?locale=en_GB&ref=page_internal - LinkedIn (clean): https://www.linkedin.com/company/yourbusinessname - TikTok (clean): https://www.tiktok.com/@yourusername Everything after and including a ? or & character should be removed before you use the URL in GBP. 🛠️ How to Clean Up Your URLs 1. Open each social media profile in your browser. 2. Copy the URL from the address bar. 3. Paste it into a plain text editor (such as Notepad or TextEdit). 4. Find the first ? or & character in the URL. 5. Delete everything from that character to the end of the URL. 6. Double-check that the remaining URL still points to your correct profile page. 7. Use this cleaned URL when adding the link to your GBP. Example: If you copied https://www.facebook.com/mybusiness?locale=en_GB&ref=page_internal, the cleaned version would be https://www.facebook.com/mybusiness. 📍 How to Add Social Media Links in GBP via Search Atlas 1. Open your Search Atlas project and navigate to the Google Business Profile section for the relevant location. 2. Locate the social media links field within your GBP profile editor. 3. Paste each cleaned URL into the appropriate social media field (e.g. Facebook, LinkedIn, TikTok). 4. Review all entries to confirm no URL contains a ? or & character. 5. Save your changes. If the save succeeds, your social media links are now live on your GBP. 6. If you still encounter a save error after cleaning all URLs, remove each link one at a time to identify which specific URL is still causing the issue, then clean or replace that URL and try saving again. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

📋 Fix Google Business Profile Social Media URL Errors

🔍 What This Error Means When you add social media links to your Google Business Profile, Google validates each URL against strict formatting rules. If a URL contains tracking parameters, session tokens, or extra fragments, Google rejects it with an INVALID_SOCIAL_MEDIA_PROFILE_URL error. This guide shows you exactly how to clean and format your TikTok, Facebook, and Instagram URLs so Google accepts them. ⚠️ Why URLs Fail Validation The most common reason URLs fail is the presence of extra characters appended by mobile apps, referral systems, or analytics tools. These are invisible to you when you copy a link from your phone or browser, but Google's validator rejects them immediately. Common culprits include: - ?_t= — TikTok session tracking parameter - &_r= — TikTok referral parameter - ?mibextid= — Facebook mobile referral token - ?igsh= — Instagram share tracking parameter - #fragments — Any hash fragment at the end of a URL All of these must be removed before submitting the URL to Google Business Profile. ✅ Platform-Specific Formatting Rules 🎵 TikTok TikTok URLs copied from the mobile app almost always include tracking parameters. Strip everything after and including the ? symbol. Incorrect: - https://www.tiktok.com/@yourbrand?_t=8hXkZ1234abc&_r=1 Correct: - https://www.tiktok.com/@yourbrand The accepted format is: https://www.tiktok.com/@[your-handle] 📘 Facebook Facebook links shared from mobile devices append a ?mibextid= token. Remove everything from the ? onward. Also avoid using /profile.php?id= numeric URLs — use your vanity URL instead. Incorrect: - https://www.facebook.com/yourbrand?mibextid=ZbWKwL - https://www.facebook.com/profile.php?id=100063712345678 Correct: - https://www.facebook.com/yourbrand The accepted format is: https://www.facebook.com/[your-page-name] If you have not yet set a custom Facebook username, go to your Facebook Page settings and create one before adding the URL to Google Business Profile. 📸 Instagram Instagram share links include a ?igsh= parameter. Remove everything from the ? onward. Trailing slashes are optional but do not cause errors. Incorrect: - https://www.instagram.com/yourbrand?igsh=dGVzdDEyMzQ= Correct: - https://www.instagram.com/yourbrand The accepted format is: https://www.instagram.com/[your-handle] 🛠️ How to Update Your GBP Social Links in Search Atlas Once you have your cleaned URL, navigate to your GBP management section in Search Atlas, locate the social media links fields, and paste the correctly formatted URL. Save your changes and allow Google a short time to revalidate the profile. 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.

🔓 Disable Field Lock to Update Social Media Profiles

🔍 Overview When completing tasks in My Tasks, you may encounter this error message: "Update Failed: To edit a field you have to disable the lock on." This means the field you are trying to update is currently locked. Locks prevent accidental edits to business information, but you can disable them whenever you need to make a change. 📋 Why Fields Get Locked Fields in your business profile can be locked to protect data that has already been verified or set by an admin. Common reasons a field may be locked include: - The field was previously filled in and locked to prevent overwriting. - An administrator applied a lock as part of a data management workflow. - The field was auto-populated and locked during an initial profile setup. A locked field will not save any new value until the lock is explicitly turned off. 🛠️ How to Disable the Field Lock Follow these steps to unlock the field and successfully update your social media profile: 1. In the left sidebar, click Local, then select My Tasks. 2. Locate the task that contains the social media profile field you need to update. 3. Click on the task to open it and find the locked field. It will display a lock icon next to the field label. 4. Click the lock icon directly. The icon will change to show the field is now unlocked. 5. Enter or update the social media profile URL in the field. 6. Save your changes. The error message will no longer appear and the update will go through successfully. 💡 Tips for Managing Field Locks - Re-lock after editing: Once you have saved the correct information, consider clicking the lock icon again to protect the field from future accidental changes. - Check all relevant fields: If you are updating multiple social media profiles (for example, Facebook, Instagram, and X), check each field individually — locks are set per field, not per task. - Admin permissions: If you do not see a lock icon or cannot click it, your user role may not have permission to unlock fields. Contact your account administrator to adjust your permissions. 🚀 Where to Find Social Media Profile Fields Social media profile URLs are managed inside the Local section of Search Atlas. You can access tasks that include these fields by navigating to Left sidebar → Local → My Tasks. Tasks related to missing or incomplete social profiles will appear in your task list and may be flagged for attention. 🆘 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. Additional Notes Lock icon not visible? Scroll horizontally within the task interface — the lock icon may be slightly off-screen on smaller displays.

🛠️ GBP Posts Not Publishing to Facebook or Twitter — Social Account Connection Troubleshooting

If your Google Business Profile (GBP) posts publish in Search Atlas but don't appear on Facebook or Twitter/X, your social account connection has broken. Reconnecting the affected account in Settings → Social Media restores cross-publishing immediately — even if the cause isn't obvious, since platform-side sync issues can break the link without any action on your part. 🔍 Signs Your Social Account Connection Is Broken Check for these indicators before reconnecting: - GBP posts publish successfully in Search Atlas but do not appear on your Facebook Page or Twitter/X profile. - The social account shows as connected in Settings, but posts have been missing from that channel for several days. - You recently changed your Facebook or Twitter/X password, revoked app permissions, linked a new account, or your session expired. - Posts appear to succeed in Search Atlas with no error message, or you receive a publishing-failure notification — both symptoms indicate a broken connection and are resolved by the same reconnection steps. If any of these apply, follow the reconnection steps below. 🔗 How to Reconnect Facebook to GBP Posts 1. Go to Settings → Social Media in your Search Atlas dashboard. 2. Find your Facebook Page under Connected Accounts. 3. Click Disconnect next to the Facebook account. 4. Click Connect Facebook and complete the Facebook authorization flow in the pop-up window. 5. Select the Facebook Page you want to connect, then click Confirm. 6. Go to Local → Posts (GBP Posts) and publish a test post with Facebook selected as a cross-publish destination. Note: If the account still shows as disconnected immediately after reconnecting, wait up to 30 seconds and refresh the page — connection status can take a moment to update. A persisting Fix Now button after re-publishing is a display delay, not a publishing failure; verify by checking your Facebook Page directly. Your test post should appear on your Facebook Page within a few minutes — this confirms the connection is restored. 🐦 How to Reconnect Twitter/X to GBP Posts 1. Go to Settings → Social Media in your Search Atlas dashboard. 2. Find your Twitter/X account under Connected Accounts. 3. Click Disconnect next to the Twitter/X account. 4. Click Connect Twitter/X and authorize the connection in the pop-up window. 5. Once authorized, your Twitter/X handle will reappear under Connected Accounts. 6. Go to Local → Posts (GBP Posts) and publish a test post with Twitter/X selected as a cross-publish destination. Note on past Twitter/X content issue: If your Twitter/X posts were publishing but showed an unexpected '#' at the start of the content, this was a separate platform bug that has been resolved. Republishing those posts will produce the correct content without the leading hash. Your test post should appear on your Twitter/X profile within a few minutes — this confirms the connection is restored. ✅ How to Verify Cross-Publishing Is Working After reconnecting, confirm the integration is active: - In Settings → Social Media, Facebook and Twitter/X should each show a green Connected status badge. - After publishing a GBP post, open your Facebook Page or Twitter/X profile and confirm the post appears. - In Local → Posts (GBP Posts) → Post History, confirm the post shows a published status for each connected social channel. A green status badge and a matching post on the social platform confirm cross-publishing is working correctly. ⚠️ If Posts Still Don't Publish After Reconnecting If cross-publishing still fails after reconnecting, check these common causes: - Facebook Page role: You must be an Admin on the Facebook Page — Editor or lower roles cannot authorize third-party publishing. - Twitter/X app permissions: Confirm Search Atlas has Read and Write access in your Twitter/X connected apps settings. - Multiple GBP locations: Each location has its own social media settings. Make sure the social account is connected to the correct location. - Pop-up blocker: The authorization window opens as a pop-up. If it does not appear, disable your browser's pop-up blocker for Search Atlas and try again. If none of these resolve the issue, contact Search Atlas Support with your GBP location name and the affected social platform — the team can review publishing logs directly. 📨 Still Not Working? Contact Search Atlas Support If reconnection and the troubleshooting steps above do not resolve the issue, escalate to our support team so we can investigate server-side. Include the following in your message: - Your account email. - The affected GBP location name. - A screenshot of the post in question. Our team can check server-side publishing logs to diagnose persistent failures and confirm whether the issue is account-specific or platform-wide. 🎯 You now know how to identify a broken social account connection and restore Facebook and Twitter/X cross-publishing for your GBP posts. For a full overview of creating and scheduling GBP content, see the GBP Posts Overview article.

🔗 Fix LinkedIn URL Errors in GBP Integration

🤔 Why Is My LinkedIn URL Being Rejected? Search Atlas connects your Google Business Profile (GBP) to LinkedIn using the Company Page format. If you entered a URL that looks like linkedin.com/in/YourName/, the platform will reject it — even if that profile has thousands of connections and represents a real business. This is because linkedin.com/in/ URLs belong to personal profiles, not business entities. Search Atlas requires a URL in the format linkedin.com/company/your-company-name/ to correctly map your business data, pull verified company information, and meet LinkedIn's own API requirements for business integrations. ✅ The URL Format You Need The accepted format is: - Accepted: linkedin.com/company/your-company-name/ - Not accepted: linkedin.com/in/YourName/ If you do not yet have a LinkedIn Company Page, you will need to create one before completing this step in Search Atlas. 💡 Will Creating a Company Page Delete My Connections or Profile? This is the most important thing to understand: creating a LinkedIn Company Page does not affect your personal profile in any way. - Your personal profile, its 10K+ connections, endorsements, recommendations, and history remain completely intact. - Your personal profile and your Company Page are two separate entities on LinkedIn. One does not replace or overwrite the other. - You will continue to own and manage both from the same LinkedIn account. Your existing network and social proof are not lost — they stay exactly where they are. 🔄 How Your Existing Equity Carries Over While your connections are tied to your personal profile, your Company Page benefits from your personal credibility in several real ways: - You become the Page admin, so your personal profile is visibly linked to the company. - You can invite your existing connections to follow the Company Page directly from LinkedIn — up to 250 invitations per month per admin. - Posts you share from your personal profile about the Company Page reach your full network immediately. - Your personal profile continues to show your role at the company, reinforcing the business's credibility. In short, your existing audience and reputation are an asset you can actively migrate to the Company Page — they are not abandoned. 🛠️ How to Create a LinkedIn Company Page 1. Log in to your personal LinkedIn account at linkedin.com. 2. Click the Work icon (grid of dots) in the top-right navigation bar. 3. Scroll down and select Create a Company Page. 4. Choose Company as the page type. 5. Fill in your business name, LinkedIn public URL (choose something close to your business name), industry, size, and website. 6. Upload your logo and click Create Page. 7. Copy your new Company Page URL — it will be in the format linkedin.com/company/your-company-name/. 📋 How to Add the URL in Search Atlas 1. Navigate to your GBP dashboard inside Search Atlas. 2. Open the Categories, Attributes & Services section. 3. Locate the LinkedIn field under Social Profiles or Attributes. 4. Paste your Company Page URL in the format linkedin.com/company/your-company-name/. 5. Save your changes. The field will accept the URL once it matches the correct Company Page format. ⚠️ Common Mistakes to Avoid - Do not paste a personal profile URL (linkedin.com/in/) — it will always be rejected. - Do not paste a LinkedIn post or feed URL. - Make sure there are no extra spaces before or after the URL when you paste it. - If your Company Page URL contains uppercase letters, LinkedIn will still resolve it, but use the exact URL shown on your Company Page settings to be safe. 💬 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🌐 How the Social Scheduler Handles Timezones

The Social Scheduler stores all post times in UTC (Coordinated Universal Time) and displays them in your browser's local timezone. Enter a time when scheduling a post, and that post publishes at that exact local time — no manual timezone math required. 🕐 How UTC-Based Scheduling Works When you create a scheduled post, the Social Scheduler converts the time you enter into UTC before saving it. When you return to view your scheduled posts, the Social Scheduler converts those UTC values back into your local timezone for display. This two-way conversion means: - The time shown in the Social Scheduler always reflects your local timezone. - Posts fire at the correct local time regardless of your physical location or the server's location. - Teammates in different timezones see scheduled post times displayed in their own local time. 📅 How to Schedule a Post in the Social Scheduler 1. Go to Left sidebar → Social (Social Scheduler). 2. Select the connected account and platform you want to post to. 3. Compose your post content. 4. Click the date and time picker and enter the time you want the post to publish. Enter your local time — the Social Scheduler converts it to UTC automatically. 5. Click Schedule to confirm. Your post appears in the calendar at the local time you entered. If the calendar shows the correct time, the post will publish at the right moment. ⚠️ Posts Scheduled Before the UTC Fix A previous bug caused the Social Scheduler to store post times using the server's UTC+5 offset instead of true UTC. Users in timezones other than UTC+5 — for example, New York (UTC-5) — experienced posts publishing at the wrong time as a result. This bug has been fixed. To make sure your upcoming posts publish correctly: - Review any posts that were scheduled before this fix was released. - Delete and reschedule any post where the displayed time does not match your intended publish time. - All newly created scheduled posts use UTC-based storage and will publish at the correct local time. 💡 Tips for Accurate Scheduling - Enter times in your local timezone. The Social Scheduler reads your browser's timezone automatically — you do not need to convert times manually before entering them. - Verify your device's timezone is correct. If your operating system or browser is set to the wrong timezone, scheduled times will display and publish offset from what you intended. Correct the device timezone first, then reschedule any affected posts. - Confirm in the calendar view after scheduling. Check that your post appears in the calendar at the exact local time you expect. A correctly displayed time in the calendar confirms the post will publish at the right moment. 🎯 The Social Scheduler now stores and displays all post times accurately using UTC, ensuring your posts publish exactly when you intend regardless of your timezone. If any existing post shows an unexpected publish time, delete and reschedule it — all new posts are saved correctly.

🔓 Disable Field Locks to Add Social Media Profiles

🧭 Overview When adding a missing social media profile inside My Tasks, you may see the error: Update Failed: To edit a field you have to disable the lock on. This means the social media profile field is currently locked, preventing any edits. Unlocking it takes only a few seconds and is done directly within the Add Missing Social Media Profile interface. ⚠️ Why This Error Appears Fields in the Add Missing Social Media Profile interface can be locked to protect data from accidental changes. When a field is locked, the platform blocks any save attempts and returns the Update Failed error. You must disable the lock on that specific field before you can enter or update information. ✅ How to Disable the Field Lock 1. In the left sidebar, click Local, then select My Tasks. 2. Locate the task related to the missing social media profile and open it. The interface will display the fields available for that task, including the social media profile field. 3. Find the lock icon next to the social media profile field. The icon looks like a padlock and appears directly beside the field label or input area. 4. Click the lock icon to disable the lock. The icon will change to indicate the field is now unlocked and editable. 5. Enter or update the social media profile URL or handle in the now-unlocked field. 6. Click Save (or the equivalent confirm button) to apply your changes. The Update Failed error should no longer appear. 🔒 Re-Locking the Field After Saving Once your changes are saved successfully, it is good practice to re-lock the field to prevent unintended edits in the future. Click the lock icon again next to the social media profile field to re-enable the lock. The icon will return to its locked state, confirming the field is protected. 💡 Tips and Things to Check - Lock icon not visible? Scroll horizontally within the task interface — the lock icon may be slightly off-screen on smaller displays. - Still seeing the error after unlocking? Refresh the page, navigate back to Local → My Tasks, and reopen the task before trying again. - Multiple fields locked? Each field has its own lock. Make sure you unlock specifically the social media profile field, not an adjacent field. - No permission to unlock? Only users with the appropriate role permissions can toggle field locks. Contact your account administrator if the lock icon is greyed out or unclickable. 🆘 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.

🖼️ Fix AI Image Generator Issues in Social Tab

🔍 Overview The AI image generator inside the Social tab helps you create visuals for your social posts without leaving the platform. In some cases, customers have reported the generator displaying a blank or broken state, getting stuck on "Thinking...", or failing to produce an image even after multiple attempts. This article explains the known causes and the steps you can take to resolve the issue. ⚠️ Common Symptoms - The image generator shows a blank or broken state after clicking Create with AI. - The generator gets stuck on "Thinking..." indefinitely and never returns a result. - Clicking Regenerate does not fix the issue. - No image is produced when creating or scheduling a post in the Social tab. 💡 What Causes This? Our engineering team has investigated and resolved several root causes behind this behaviour. Understanding them can help you avoid triggering the issue while a fix is in place: - Background processing queue errors: AI image and caption generation tasks were previously routed to the wrong internal processing queue, causing them to hang indefinitely. This has been resolved in a recent platform update. - Conflict with Media Library images: In some cases, posts were incorrectly pulling images from your Media Library instead of triggering AI generation, or vice versa. This routing issue has also been fixed. - Temporary generation failures on GBP posts: The AI Generate Image option inside Google Business Profile (GBP) post creation was failing silently. This has been patched. 🛠️ Steps to Resolve the Issue 1. Refresh your browser. Close and reopen the Social tab. A stale session can sometimes cause the generator UI to break without an underlying platform problem. 2. Clear your browser cache. Go to your browser settings, clear cached images and files, then reload the platform. 3. Try a different browser. If the issue persists, open Search Atlas in a different browser (e.g. switch from Chrome to Firefox or Edge) to rule out a local extension or cache conflict. 4. Re-attempt image generation. Navigate back to your post, click Create with AI, enter your prompt, and allow up to 60 seconds for the image to generate. Do not click away or close the modal while it is processing. 5. Check your post type. If you are creating a Google Business Profile (GBP) post, ensure you are using the latest version of the post editor. The AI image option for GBP posts was previously failing and has since been fixed — if you are still seeing failures, this may indicate a new or environment-specific issue. 6. Use the Media Library as a workaround. If the AI generator is temporarily unavailable, you can upload or select an image directly from your Media Library to complete your post without delay. ✅ Platform Fixes Already in Place The following issues have been resolved by our engineering team and should no longer affect new sessions on the platform: - AI image and caption generation tasks stuck due to an incorrect processing queue — resolved. - "Thinking..." state hanging indefinitely in the Create with AI modal — resolved. - GBP post AI image generation failing silently — resolved. - Social posts incorrectly using Media Library images instead of AI-generated ones — resolved. If you completed a hard refresh and the issue is still present, it is possible your account is encountering a new or environment-specific variation of the problem. 🆘 Still Need Help? If the steps above do not resolve the issue, our team wants to know. 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 share the following details to help us investigate faster: - The browser and operating system you are using. - The type of post you were creating (e.g. standard social post or GBP post). - A screenshot or screen recording of the blank/broken state or the "Thinking..." hang. - Approximately when the issue occurred.

🔧 Fix Social Scheduler Wrong Account and Approval Issues

🔍 Overview Two issues can affect your Social Media Scheduler: posts publishing to the wrong connected account (such as a personal profile instead of a business page), and scheduled posts going live without approval even when an approval setting is enabled. This article explains what to have ready when reaching out to our team so we can resolve these issues for you as quickly as possible. ⚠️ What Is Happening These are known bugs that require backend investigation by our support team: - Wrong account posting: The scheduler publishes content to an unintended connected account rather than the one you selected. - Approval bypass: Scheduled posts go live without going through the expected approval flow, even when an approval requirement is configured. Because both issues involve how accounts and approval settings are processed on the backend, they cannot be resolved through UI changes alone. 📋 What to Have Ready When You Escalate To help our team investigate quickly, please gather the following before contacting support: - The name of the project or workspace where the issue occurred. - The social account the post was sent to (the wrong one) and the account it should have gone to. - The exact date and time the post was published. - Whether you have an approval requirement configured, and if so, at what level. - Any error messages or unexpected notifications you received. - Screenshots of the affected post and the account configuration, if available. Having these details ready will allow our team to identify the root cause and apply the correct backend fix without delay. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

📱 Fix Social Media Project Creation in Search Atlas

🔍 Overview Some customers encounter issues when trying to create a new social media project inside Search Atlas's Social Hub. This article explains what to expect and how to prepare for escalation if you are affected by this issue. ⚠️ Known Issue: Unable to Create a Social Media Project Our team is aware that some users are unable to complete the social media project creation process in Search Atlas. The exact cause is under investigation by our engineering team. You may find that the project creation flow does not complete successfully, or that the project does not appear after attempting to create it. 📋 What to Have Ready When Escalating Because this is a known bug being investigated by our engineering team, you may need to contact support for assistance. To help us resolve your issue as quickly as possible, please have the following information ready: - The exact name of the project you were trying to create. - A description of where in the process the issue occurred (e.g., which step or action caused it to fail). - Any error message you see on screen, copied exactly as it appears. - The approximate date and time when the issue 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.

🛠️ Troubleshooting Common Social Tool Issues

⚠️ You see a limit of 0 accounts Message you may see: “You have hit the limit of 0 accounts with automated posting enabled.” What this means: There are two possible causes: (1) your current plan may not include automation access or the automation allowance may not be active on the account, or (2) there may be a billing-sync defect causing the limit to display as 0 even when your plan is fully entitled to automations. What to do next: Please contact support or your account manager promptly so both your plan settings and the backend quota sync can be verified. ⚠️ You can’t create a Social automation even though you’re not using many Social projects What this may mean: Your Social automations and GBP automations may be counted together. Google Business Profile (GBP) automations — which manage automated posting to your Google Business Profile listings — share the same automation quota as Social automations. What to check: - Whether Google Business Profile automations are also enabled in your account - Whether older automations are still active and using available capacity What to do next: Disable unused automations where possible. If the issue continues, your account may need a quota review. ⚠️ Your automation usage looks incorrect Example: Your usage counter shows 12/10 (12 automations active out of a limit of 10). Exceeding the limit can happen if automations were created before a plan downgrade, or if GBP automations are being counted in the same pool as your Social automations. What this means: Your usage count may not match the automations you expect to be active. What to check: - Review active Social projects - Review active GBP automations - Confirm whether any old or unused automations are still enabled Note: GBP automations may occasionally be delayed or show transient errors due to Google Business Profile API rate limits, which can cause counts to look temporarily inconsistent. Retrying after a short wait often resolves this; contact support if the issue persists. What to do next: If the count still looks incorrect after reviewing your setup, contact support so the automation count can be checked. ⚠️ Your post is stuck in Scheduled What this means: The post was scheduled successfully, but it has not published yet. What to check: - Make sure the scheduled date and time have already passed - Confirm the post has not been left waiting for approval - Confirm the post has not been left in a draft or paused state - Verify the connected social account's token or authorization is still valid and has not expired - Check whether the post still shows as Scheduled Note: If the stuck post is for a Google Business Profile, the delay may be caused by Google Business Profile API rate limits. Waiting a short while and retrying often resolves transient throttling. What to do next: If the publish time has already passed and the post still has not gone live, wait a few minutes and refresh. If it remains stuck after checking the items above, contact support so the issue can be investigated. ⚠️ Your post failed to publish on X (Twitter) Messages you may see: - “Too many requests” - “Something went wrong” What this means: X may be temporarily limiting requests. What to do: - Wait and try again later - Avoid publishing too many posts too close together - Reduce posting frequency if this keeps happening What to expect: Some publishing attempts may retry automatically, but repeated failures may require a manual retry later. ⚠️ Platform connection icons appear greyed out or show as disconnected What this means: In the Social module post list, the platform connection icons may appear greyed out or show as “not connected” on hover, even though the accounts are properly connected and posts are publishing successfully. This is a known visual/UI display bug and does not reflect the actual connection status of your accounts. What to check: - Confirm the account is connected in your project settings - Confirm your posts are still publishing as expected What to do next: If the account is connected in project settings and posts are publishing, you can safely ignore the greyed-out icon. Please contact support so an internal ticket can be raised to track the issue on your account. ⚠️ AI content generation is not working What this means: Your account may have used all available AI generation credits for the current period. What to check: - Whether AI-generated captions, posts, or images were used heavily recently - Whether other users on the account are also using AI generation What to do next: Wait for the quota to reset or purchase additional AI usage if available on your plan. ⚠️ Your plan appears cancelled or services appear empty despite an active subscription What this means: Your account may appear deactivated, your plan may show as cancelled, or your services may look empty in the dashboard even though your subscription is active. This usually points to an account state that requires backend intervention rather than a tool-level issue. What to check: - Open your Billing page and check for any failed or pending charges - Confirm whether your plan is listed as active on the Billing page What to do next: If the Billing page shows your plan as active but the dashboard does not reflect this, contact support immediately so a backend account sync can be performed. ✅ Basic Troubleshooting Checklist Before contacting support, check the following: - Is automation already enabled on too many projects or locations? - Are GBP automations also using part of your allowance? - Has the scheduled publish time already passed? - Does the post still require approval? - Are you hitting platform limits, especially on X? - Have you used up your AI generation allowance?

⚠️ Social Hub: Duplicate Posts Published to Instagram and Facebook

A bug in Social Hub caused some posts with auto-publish enabled to appear twice as live public posts on connected Instagram and Facebook accounts. The issue has been resolved as of late May 2026 — any duplicates already published can be safely deleted from your social platform without affecting the original post. 🔍 What's Happening Social Hub posts created with auto-publish enabled were being published twice to connected Instagram and/or Facebook accounts. Both copies appeared publicly, and no error message was shown in the Search Atlas UI at the time of publishing. Who is affected: Accounts using Social Hub's auto-publish feature to post to Instagram or Facebook. Not every account was impacted — only those with posts queued during the window when this bug was active. 🛠️ Workaround: Remove Duplicate Posts If you have duplicate posts already live, follow these steps to remove the extra copy: 1. Open your Instagram and/or Facebook account directly — outside of Search Atlas. 2. Find the duplicate. You will see two identical posts published at approximately the same time. 3. Delete the second copy. Keep the first — it is the original, and its engagement (likes, comments, shares) will remain intact. You do not need to take any action inside Search Atlas. Deleting the duplicate from your social platform is all that's required. 📡 Engineering Status Our engineering team identified the root cause and deployed a fix as of late May 2026. Posts created in Social Hub after this date will publish exactly once to each connected account, as expected. No configuration changes are needed on your end. 📞 When to Contact Support Reach out to our support team if any of the following apply: - You are still seeing new duplicate posts published after late May 2026. - You cannot locate or delete the duplicate from your social platform. - You are unsure whether your account was affected and want confirmation. Use the live chat widget inside your Search Atlas dashboard to get in touch. Our team will review your account and investigate directly. 🎯 The duplicate post bug is resolved and Social Hub posts now publish exactly once to each connected account. If you found duplicates, delete the extra copy directly from Instagram or Facebook — your original post and its engagement stay untouched. Contact our support team any time if you need a hand.

Social Hub: Failed Posts Are Not Sending Notifications or Auto-Retrying

Social Hub has a known issue where failed scheduled posts generate no email or in-app notification, and posts that fail due to an expired or revoked account connection are never automatically retried. Check your Social Hub dashboard for any posts showing FAILED status and follow the steps below to republish them. What's Happening Two related issues currently affect scheduled posts in Social Hub: - No failure notifications. When a scheduled post fails to publish, Social Hub does not send any email, in-app, or push notification. The only way to discover a failed post is to open the Social Hub dashboard manually and look for posts marked FAILED. - Auth-related failures do not auto-retry. If a post fails because your connected social media account has an expired or revoked token (an authentication error or refresh token error), the system permanently excludes that post from its automatic daily retry. The post remains in FAILED status indefinitely and will not publish until you take manual action. Posts that fail for non-authentication reasons may be retried automatically by the system within two days. Auth-related failures will not retry until you reconnect the affected account. Workaround Steps Follow these steps to identify and republish any stuck posts: 1. Open your Social Hub dashboard and look for any posts showing a FAILED status. 2. Click the failed post to review the failure details. 3. If the failure reason shows an authentication or token error, go to Settings → Connected Accounts and reconnect (re-authorize) the affected social media account. 4. Once the account is successfully reconnected, return to Social Hub and manually reschedule or republish the failed post. After completing step 4, your post will be queued and published using the refreshed account credentials. Posts that failed for non-auth reasons and have not retried within two days should also be manually rescheduled to guarantee delivery. Engineering Status Our engineering team is aware of both issues — missing failure notifications and the permanent exclusion of auth-related failures from automatic retry — and is actively working on a fix. This article will be updated as soon as a resolution is deployed. We apologize for any disruption to your publishing workflow. When to Contact Support Reach out to Search Atlas Support if any of the following apply: - You have reconnected your social media account but the post continues to fail after rescheduling. - The failure details do not show an authentication error, and the post has not been automatically retried within two days. - You are unable to reconnect the affected account through Settings → Connected Accounts. Related Issues If you are experiencing related problems, please also review: - SHUB-40 (OAuth token handling) – If your account shows "Not Connected" or you cannot authorize it, see the reconnection steps above. - SHUB-48 (Calendar visibility) – If posts are not displaying in your calendar after publishing, check whether the account reconnection in this article resolves the display issue. Our engineering team is actively working to restore full notification and automatic retry functionality in Social Hub. In the meantime, reconnecting your social media account and manually rescheduling any FAILED posts will get your content published — and our support team is here if you need a hand.

⚠️ Social Media Scheduler: Project Name Search Filter Not Filtering Results

The project name search filter in the Social Media Scheduler project selector dropdown has been fixed. Perform a hard browser refresh to load the update — no other action is needed. 🔍 What Was Happening After selecting a project and landing inside the Social Media Scheduler, typing a project name into the search field of the project selector dropdown did not filter the displayed list. All projects remained visible regardless of what was typed. For accounts with more than 100 projects, the impact was more severe: because the search field never triggered server-side filtering, projects beyond the first 100 loaded results were completely inaccessible through the dropdown search. 👥 Who Was Affected - All accounts: The search input appeared functional but returned an unfiltered project list. - Accounts with more than 100 projects: Projects outside the first 100 could not be reached through the dropdown search at all before the fix was applied. No data was lost. Projects and their associated scheduled posts, settings, and content remained intact throughout the bug period and were still accessible via direct navigation (for example, opening a project from a bookmarked URL) even while the dropdown search was broken. 🔄 How to Apply the Fix The fix has been deployed. To load the updated version in your browser: 1. Windows: Press Ctrl + Shift + R 2. Mac: Press Cmd + Shift + R After refreshing, typing in the project search field will filter results as expected and trigger server-side filtering for accounts with large project lists — matching projects are returned from your entire project list, not just the first 100 loaded in the dropdown. 🛠️ Workaround (Before Applying the Fix) If you need to select a project before performing the hard refresh: - Manually scroll through the full unfiltered project list in the dropdown to locate and select your project. - This is viable only for accounts with 100 or fewer projects. Accounts with more than 100 projects had no reliable workaround prior to the fix and should apply the hard refresh immediately. - If you have more than 100 projects and need to reach a project right away, navigate directly to the project URL if you have it bookmarked, or contact our support team to obtain the direct project link. 📡 Fix Status This issue has been resolved and the updated code is live. A hard browser refresh is all that is needed to apply it to your current session. No further changes are pending. 📞 When to Contact Support If the project name search filter still does not filter results after performing a hard refresh, please reach out to our support team. Include your account name and a brief description of what you are seeing so we can investigate right away. 🎯 The fix for the Social Media Scheduler project search filter is live — one hard refresh restores full search functionality. If you still experience the issue after refreshing, contact our support team and we will look into it immediately.

⚠️ Social Scheduler Timezone Bug: Posts Published at Incorrect Times (Resolved)

We resolved a timezone bug in the Social Post Scheduler that caused posts to publish at incorrect times for users outside the UTC+5 timezone. If you are still seeing unexpected publish times after this fix, contact our support team and we will investigate your account directly. 🔍 What Happened The Social Post Scheduler was reading your scheduled times against the server's UTC+5 offset instead of your local timezone. For example, if you scheduled a post for 2:30 PM Eastern Time (UTC−5), the system treated it as 2:30 PM UTC+5 — causing the post to fire hours away from your intended time. The size of the time drift depended on how far your local timezone sits from UTC+5: - Users in timezones near UTC+5 experienced minor discrepancies. - Users further from UTC+5 — such as Eastern Time (UTC−5) or London (UTC+0) — saw significantly larger offsets. 🛠️ Workaround Steps Posts that were scheduled during the incident may have published at incorrect times or not at all. We cannot retroactively correct or republish those posts. If you had important content affected, please reschedule it using the corrected system. All posts scheduled after this fix will publish at the correct time — no further action is required. 📡 Engineering Status Our engineering team has identified and resolved the root cause. Scheduled times are now stored and displayed in UTC, and the Social Post Scheduler correctly converts your local timezone input before saving. This fix applies to all posts scheduled going forward. This fix also resolves the issue where scheduled posts were not visible in the Calendar view. The UI continues to block past dates from being selected; any attempts to schedule a post in the past via other methods will be rejected. 📞 When to Contact Support Reach out to our support team if any of the following apply: - You are still seeing posts publish at unexpected times after this fix. - Pending posts in your queue are showing incorrect scheduled times. - You need help identifying or rescheduling posts that published at the wrong time during the affected window. 🌀 We sincerely apologize for any disruption this caused to your publishing schedule — if you have further questions or need hands-on help with affected posts, contact our support team and we will investigate your account directly.

⚠️ Social Hub: AI-Generated Image Quality Issues

AI-generated images in Social Hub can contain spelling errors and lower-than-expected visual quality across all supported platforms, including Facebook, Instagram, LinkedIn, and Twitter/X. This is a known AI model limitation — upload your own image or refine your prompt to publish clean, on-brand visuals today. 🔎 What the issue looks like in Social Hub When you schedule or publish a post through Social Hub and let the system auto-generate an image, the result may show: - Spelling errors — misspelled brand names, garbled words, or nonsense characters rendered inside the image. - Poor visual quality — distorted faces, warped objects, low detail, or inconsistent style. - Off-brand visuals — for example, a luxury-travel post generates a cartoonish or low-resolution image that mismatches your brand style. This affects AI-generated images only. Images you upload manually to Social Hub are not affected. 💡 Why this happens Social Hub uses third-party AI image generation models to create post visuals from your prompt or post copy. These models share well-documented limitations: - AI image models cannot reliably render text inside images — letters, words, and logos are frequently misspelled or distorted. - Output quality varies based on the prompt, subject matter, and the model's training data. - The same limitations apply across every platform Social Hub publishes to, not only Facebook. This is a known limitation of the underlying AI technology, not a bug specific to your Social Hub account or any single social platform connection. 🛠️ How to work around the issue today Choose one of the following options to avoid publishing low-quality or misspelled AI images. Option 1: Upload a manually-created image 1. Open Social Hub and create or edit your post. 2. Remove the AI-generated image from the post. 3. Click Upload Image and select a file from your computer or media library. 4. Schedule or publish the post. Option 2: Use an external design tool and import the result 1. Create your image in an external design tool such as Canva, Figma, Photoshop, or any image editor of your choice. 2. Export the finished image to your computer. 3. In Social Hub, click Upload Image and select the exported file. 4. Schedule or publish the post. Option 3: Review and regenerate the AI image before scheduling 1. In the Social Hub post editor, click Regenerate on the AI image. 2. Edit the prompt to avoid requesting text inside the image — no logos, signs, slogans, or written words. 3. Keep the prompt focused on a single subject and simple scene. 4. Click Preview to check the image for spelling errors or visual distortions before scheduling. 5. Replace or regenerate until satisfied, then publish. Your post will publish with the image you confirmed in the preview. Heads up: If you edited a post while working around image issues, verify your per-platform captions are still correct — a recently resolved bug could have reverted them to the base caption. 📋 Status and known limitations AI image quality and in-image text rendering are ongoing known limitations of current third-party AI image models. There is no committed timeline for a fix, because the underlying constraints are model-level rather than specific to Social Hub. If image quality is important to your workflow: - Submit feedback or a feature request through Search Atlas Support so your use case is captured. - Vote on or watch related roadmap items if they are published. - Use a manually-created or externally-designed image in the meantime (see workarounds above). This article will be updated if model improvements or a dedicated fix become available. ✅ Related known issue (resolved) If your AI-generated captions were describing social media character limits instead of your topic, this was a separate bug that has been fixed as of May 2026. Regenerate your captions to get on-topic results. This caption bug is unrelated to the AI image quality limitations described above. ⚠️ When to contact Search Atlas Support Contact Search Atlas Support if you experience any of the following: - A published post containing a defective AI image that you need help removing or replacing. - Image generation that fails completely or returns an error in Social Hub. - Manually uploaded images that display incorrectly on a social platform after publishing. Share the post URL, a screenshot, and the date and time the post was published so the team can investigate quickly. 🌀 You now know why AI-generated Social Hub images can appear flawed across social platforms and how to avoid publishing low-quality visuals. Upload your own image, import one from an external design tool, or refine your prompt and preview the result to keep your posts on-brand.

⚠️ GBP Galactic Posts: Instagram Access Token Error (HTTP 422)

If you see the error 'Failed to fetch Instagram access token (HTTP 422)' when publishing in GBP Galactic Posts, click Fix Now and reconnect your Instagram account to restore publishing. 🔍 What's Happening in GBP Galactic Posts Instagram access tokens connected to GBP Galactic Posts are expiring unexpectedly. When an expired token is detected, publishing is blocked and an error banner appears. Symptoms you may see: - An error banner reading Failed to fetch Instagram access token (HTTP 422). Please reconnect your Instagram account. - Publishing a GBP Galactic Post is blocked until you reconnect. - You are routed into an Instagram OAuth reconnect flow. - After Instagram reconnects, a second prompt to reconnect Twitter (X) may also appear — this is expected behavior during the fix flow. Who is affected: Customers publishing posts through GBP Galactic Posts who have an Instagram account connected to their Social Media Accounts. 🛠️ Workaround: Reconnect Your Accounts to Resume Publishing Follow these steps to reconnect your accounts and resume publishing your GBP Galactic Post: 1. When the error banner appears, click the Fix Now button. 2. The Social Media Accounts modal will open. Click + Connect next to Instagram. 3. Complete the Instagram OAuth consent flow to reconnect your account. 4. If prompted to reconnect Twitter (X) afterward, complete that OAuth flow as well. 5. Once both accounts are reconnected, return to GBP Galactic Posts and retry publishing your post. Your post should now publish successfully without the HTTP 422 error. 📡 Engineering Status: Permanent Fix for the HTTP 422 Error The Search Atlas engineering team is aware of this issue and is actively working on a permanent fix. The goal is to keep your connected Instagram and Twitter (X) accounts authenticated without requiring manual re-authentication. Until the permanent fix is released, the reconnect workaround above is the fastest way to restore publishing. 📞 When to Contact Search Atlas Support Reach out to Search Atlas Support if any of the following apply: - The Fix Now button does not open the Social Media Accounts modal. - The Instagram OAuth flow fails or returns an error during reconnection. - The HTTP 422 error continues to appear after you have reconnected both Instagram and Twitter (X). - Publishing remains blocked after a successful reconnect. When you contact support, include a screenshot of the error banner and the time you attempted to publish so the team can investigate faster. 🌀 We're on it. Thanks for your patience while our team ships the permanent fix — in the meantime, the reconnect workaround above will get your GBP Galactic Posts publishing again.