Home πŸ› οΈ Troubleshooting

πŸ› οΈ Troubleshooting

Camilo Aponte
By Camilo Aponte
β€’ 37 articles

πŸ› οΈ Troubleshooting Common Social Tool Issues

⚠️ You see a limit of 0 accounts Message you may see: β€œYou 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 β€” which manage automated posting to your Google Business Profile listings β€” 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: - β€œToo many requests” - β€œSomething 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 β€œnot 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. βœ… 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?

Last updated on Oct 26, 2026

⚠️ 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 β€” upload your own image or refine your prompt to publish clean, on-brand visuals today. πŸ”Ž 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 β€” misspelled brand names, garbled words, or nonsense characters rendered inside the image. - Poor visual quality β€” distorted faces, warped objects, low detail, or inconsistent style. - Off-brand visuals β€” 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. πŸ’‘ 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 β€” 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. πŸ› οΈ 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 β€” 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 β€” a recently resolved bug could have reverted them to the base caption. πŸ“‹ 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. βœ… 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. πŸŒ€ 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.

Last updated on Oct 26, 2026

⚠️ 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. πŸ” 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 β€” 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. πŸ› οΈ 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. πŸ“‘ 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. πŸ“ž 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. πŸŒ€ We're on it. Thanks for your patience while our team ships the permanent fix β€” in the meantime, the reconnect workaround above will get your GBP Galactic Posts publishing again.

Last updated on Oct 26, 2026

πŸ”— Brand Vault Social Media Links Not Saving: What to Do

Some customers have reported that the social media links they add to a Brand Vault do not save, or that previously saved links disappear from one or more Brand Vaults. Our engineering team has identified the cause and is working on a permanent fix. This article explains what is happening, how to work around it, and what to expect next. πŸ” What's Happening This is a known bug. In affected accounts, social media URLs entered in a Brand Vault may not be stored or displayed correctly. As a result: - Newly added social media links fail to save when you click Save. - Links that were previously saved no longer appear in the Brand Vault. - The issue can affect a single Brand Vault or every Brand Vault across all of your clients at once. One identified cause is that an automatic refresh of Brand Vault data can overwrite social media links you entered manually. Our engineering team is adding a guardrail so that auto-refresh never overwrites user-entered customizations. Your other Brand Vault details (such as brand name, logo, and descriptions) are not affected by this bug. Only the social media link fields are impacted. πŸ’Ύ Is My Data Lost? In most cases, no. We have confirmed that in many reported cases the links are still present in our database and are simply not displaying in the interface. Because the underlying data usually still exists, our team can often restore previously entered values. We recommend keeping your own record of the social media URLs you use so you can quickly re-enter them if needed. πŸ”§ Workaround: Re-Saving Your Links While the permanent fix is being rolled out, the following steps resolve the issue for most customers: 1. Open the affected Brand Vault from your dashboard. 2. Go to the Social Media section. 3. Clear any fields that appear blank or contain partial URLs. 4. Re-enter each full social media URL, including the https:// prefix (for example, https://www.facebook.com/yourbrand). 5. Click Save and wait for the confirmation message before leaving the page. 6. Refresh the page to confirm the links now display correctly. ⚠️ If the Links Still Don't Save If your links disappear again after refreshing, try the following: - Save one link at a time rather than entering all of them at once. - Use a different browser or an incognito/private window to rule out cached data. - Clear your browser cache and cookies, then sign in again. If a specific platform URL will not save even though others do β€” for example a Trustpilot link that uses a country-code subdomain such as https://uk.trustpilot.com/review/yourbrand β€” this was a separate URL-validation issue that has since been fixed. If you still cannot save such a link, let support know the exact URL. If none of these steps work, contact our support team (see below) and let us know the affected Brand Vault names so we can restore your data directly. πŸ“§ Related Issue: Account Email and Missing Emails Some customers experiencing the Brand Vault bug have also reported that they cannot update their account email address and are not receiving emails from Search Atlas. These symptoms are often linked to the same underlying account record and can usually be fixed together. πŸ“¨ If You Are Not Receiving Our Emails - Check your spam, junk, and promotions folders. - Add @searchatlas.com to your email safe-sender list. - Confirm with your IT team that Search Atlas emails are not being blocked by a company filter. ✏️ If You Cannot Change Your Account Email The email update feature may be temporarily blocked for affected accounts. Do not attempt to change it repeatedly, as this can delay resolution. Instead, contact support and request the change manually. Be ready to verify your identity as the account owner. πŸ’¬ How to Reach Support If the workaround above does not resolve your issue, our team can restore your links and update your account settings for you. When you contact us, please include: The email address associated with your Search Atlas account. The names of the affected Brand Vaults. A list of the social media URLs that should be saved (if you have them). A note if you are also affected by the email update or missing-email issues. You can reach us through the in-app chat typing "Human Teammate". Providing the details above in your first message helps us resolve everything in a single step. πŸš€ What to Expect Next A permanent fix for this bug is in progress and currently in review. It includes a guardrail that prevents automatic Brand Vault refreshes from overwriting your manually entered social media links. Once it is released, your social media links will save and display normally, and the account email and email-delivery issues will be resolved at the same time. We will update affected customers when the fix is live. In the meantime, keeping a backup copy of your social media URLs is the best way to recover quickly if links disappear again.

Last updated on Oct 26, 2026

⚠️ 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 β€” any duplicates already published can be safely deleted from your social platform without affecting the original post. πŸ” 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 β€” only those with posts queued during the window when this bug was active. πŸ› οΈ 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 β€” 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 β€” 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. πŸ“‘ 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. πŸ“ž 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 β€” your original post and its engagement stay untouched. Contact our support team any time if you need a hand.

Last updated on Oct 26, 2026

⚠️ 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. πŸ” 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 πŸ› οΈ Workaround Steps To publish the post as quickly as possible after clicking Post Now: 1. In the left sidebar, go to Social β†’ Pending Approvals. 2. Find the post in Pending Approvals status. 3. Click Approve β€” 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. πŸ“‘ 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. πŸ“ž 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. πŸŒ€ We understand how critical timely publishing is β€” if the steps above don't fully resolve the issue, contact our support team directly and we'll investigate your project right away.

Last updated on Oct 26, 2026

⚠️ 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 β€” no other action is needed. πŸ” 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. πŸ‘₯ 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. πŸ”„ 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 β€” matching projects are returned from your entire project list, not just the first 100 loaded in the dropdown. πŸ› οΈ 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. πŸ“‘ 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. πŸ“ž 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 β€” 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.

Last updated on Oct 26, 2026

πŸ” Why Articles Disappear From Your Publication Queue (and How to Restore Them)

πŸ“‹ Overview If articles have left your publication queue without an obvious alert, don't worry. In most cases the content has not been deleted. It has been moved to a different status because of an automated rule, an integration issue, or a queue setting. This article explains why this happens and walks you through how to locate, restore, and re-publish your articles. ❓ Common Reasons Articles Leave the Queue Articles can be removed from the active publication queue for several reasons: - Failed publishing checks: If an article fails a required field, SEO, or formatting check at publish time, it is moved back to Drafts instead of going live. - Publisher rejection: If a publisher manually rejects a publication, the article is removed from the active queue. In the past this could happen without a notification being sent; publisher-rejected articles are now automatically added back to the auto-assignment queue so they can be reassigned and re-submitted. - Disconnected CMS integration: If the connection to your CMS (such as WordPress) expires or loses authorization, queued articles cannot publish and are returned to a pending state. - Scheduling conflicts: When two articles are scheduled for the same slot, or a scheduled date has passed, the article may be unscheduled automatically. - Bulk actions or filters: A bulk status change, or a saved filter that hides certain statuses, can make articles appear to be missing when they are simply filtered from view. - Permission or seat changes: If the assigned author's access changes, their articles may be unassigned and removed from the active queue. πŸ”Ž How to Find Your Missing Articles Before restoring anything, confirm where your articles currently sit. 1. Open Content Genius (or your relevant content tool) and go to the Articles dashboard. 2. Clear any active filters by selecting All Statuses and All Authors. 3. Use the search bar to enter each article ID (for example, 200101) one at a time, or paste the title. 4. Check the status column. Articles usually move to Draft, Unscheduled, Failed, or Unassigned rather than being deleted. In nearly all cases your content is still present and recoverable from one of these statuses. ♻️ How to Restore Articles to the Queue Once you have located the articles, follow the steps below to return them to your publication queue. 1. Reassign the Author 1. Select the affected articles using the checkboxes. 2. Choose Reassign from the bulk actions menu. 3. Pick an active team member with publishing permissions. 2. Re-add to the Publication Queue 1. With the articles still selected, click Add to Queue or Schedule. 2. Choose a publish date and time, making sure no two articles share the same slot. 3. Confirm your changes. 3. Resolve Any Publishing Errors 1. Open each article flagged as Failed. 2. Review the error message at the top of the editor (for example, a missing title tag or disconnected CMS). 3. Fix the flagged issue, then save and re-queue the article. πŸ”Œ Reconnect Your CMS Integration A disconnected CMS is one of the most frequent causes of stalled queues. To check and restore it: 1. Go to Settings > CMS Connectors. 2. Locate your CMS connection and check its status. 3. If it shows Disconnected or Expired, click Reconnect and re-authorize access. 4. Return to the queue and re-publish your articles. πŸ›‘οΈ How to Prevent This in the Future - Turn on queue notifications: In Settings > Notifications, enable alerts for failed publishes and status changes so you are informed immediately. - Review the queue regularly: Your account also runs an automated weekly publication health check that flags stalled or failed articles after a short grace period, but a quick manual weekly check still helps you catch unscheduled or failed articles early. - Keep integrations authorized: Reconnect your CMS promptly whenever you change passwords or update permissions. - Avoid duplicate schedule slots: Use the calendar view to confirm each article has its own time slot. - Confirm author access before offboarding: Reassign articles before removing a team member's seat. πŸ’¬ Still Need Help? If you have located your articles but cannot restore them, or if specific article IDs are genuinely missing, contact our Support team. To help us resolve your request quickly, please include: - The affected article IDs (for example, #200101 through #200105 and #200107). - The current status shown for each article, if any. - Whether your CMS integration is connected. - The date you first noticed the articles were missing. Our team can trace the status history of each article β€” including, where available, the reason it was made inactive β€” and restore or reassign them for you.

Last updated on Oct 26, 2026

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 β†’ 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 β€” missing failure notifications and the permanent exclusion of auth-related failures from automatic retry β€” 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 β†’ 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 β€” and our support team is here if you need a hand.

Last updated on Oct 26, 2026

πŸ› οΈ Fixing Post Scheduling Freezes and Drafts That Won't Save

If the post scheduling editor reloads without saving, or your posts stay in Draft instead of moving to Scheduled, this guide will help you resolve it quickly. In most cases the issue is caused by a temporary browser session, a missing required field, or an interrupted connection to your social account. The steps below fix the problem for the majority of users. πŸ€” Why This Happens The scheduling editor saves a post in two stages: it first stores your content, then confirms a valid publish time and an active social connection before changing the status to Scheduled. If any part of that process is interrupted, the editor can reload and leave the post in Draft. Common causes include: - An expired or outdated browser session. - A required field left empty (such as the date, time, or target account). - A scheduled time set in the past. - A disconnected or re-authentication-required social account. - Cached files or a browser extension blocking the save request. - An unsupported or oversized media attachment. ⚑ Quick Fixes to Try First Work through these steps in order. Most users are back to scheduling after the first two or three. 1. Refresh and retry. Reload the page, reopen the draft, and try saving again. This clears a stale session. 2. Check every required field. Confirm you have selected a publish date, a time, and at least one connected account before clicking Schedule. 3. Set a future time. Make sure the scheduled date and time are at least a few minutes ahead of your current time and time zone. If you see the error "Scheduled date must be in the future" β€” which can also appear when using Post Now β€” adjust the time and retry. 4. Reconnect the social account. Open your connected accounts settings and confirm the target profile shows as active. If it shows an error or asks you to reconnect, re-authorize it and return to the editor. 5. Clear your browser cache. Clearing cached files removes outdated scripts that can freeze the editor. 6. Try an incognito or private window. This disables extensions and confirms whether an add-on is interfering. ❄️ If the Editor Still Freezes When the editor continues to reload or hang, the cause is usually local to your browser or network. Try the following: 🌐 Switch browsers Open the scheduler in a different up-to-date browser, such as Chrome, Edge, or Firefox. If scheduling works there, the original browser likely has a corrupted cache or a conflicting extension. 🧩 Disable extensions Ad blockers, privacy tools, and script blockers can prevent the save request from completing. Disable them for our app or add the site to your allowlist, then retry. πŸ–ΌοΈ Check your media attachment Remove any attached image or video and try scheduling a text-only version. If that saves successfully, the media file may be too large or in an unsupported format. Re-add it using a standard format (such as JPG, PNG, or MP4) within the size limits shown in the editor. If you are using an AI-generated image and the editor returns "Enter a valid URL," reload the editor and re-insert the image before scheduling. πŸ“Ά Confirm a stable connection A weak or interrupted connection can stop the save from finishing. Switch networks if possible and avoid scheduling while on a VPN that may block requests. ♻️ Recovering an Unsaved Draft If the editor reloaded and your work appears to be gone: 1. Open your list of posts and filter by Draft. Many auto-saved versions are stored here even when the status did not update. 2. Open the most recent draft and confirm the content is intact. 3. If the edit form opens with a blank publish date even though the list view shows a scheduled date, reload the editor so the saved date loads correctly before making changes. 4. Re-enter the publish date, time, and account, then click Schedule. 5. Confirm the status now reads Scheduled and that the post appears on your calendar. βœ… Confirming a Post Is Truly Scheduled To be sure a post will publish, check that all of the following are true: - The status label reads Scheduled, not Draft. - The post appears on your content calendar at the correct date and time. - The target account is connected and shows no reconnection warning. - The scheduled time is in the future and matches your intended time zone. 🚧 Known Issues We're Tracking A few scheduling problems are known to our engineering team and may not be fully resolved by the steps above: - The editor sometimes shows a generic "error scheduling post" message that does not reveal the underlying cause. If the fixes above don't help, contact support so we can read the exact error returned for your post. - In some cases a scheduled post does not auto-publish at its set time and the Publish action fails without a visible error. If a post stays in Scheduled past its publish time, let us know so we can publish it manually and investigate. πŸ“ž When to Contact Support If you have completed the steps above and posts still will not move to Scheduled, please reach out so we can investigate your account directly. To help us resolve it faster, include: - The browser and version you are using. - A screenshot of the editor and the post status. - The date, time, and time zone you tried to schedule. - The social account and platform involved. - Whether the issue happens with every post or only specific ones. Our team can review your connection logs and confirm whether anything on the account side needs attention.

Last updated on Oct 26, 2026

⚠️ 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. πŸ” 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 (UTCβˆ’5), the system treated it as 2:30 PM UTC+5 β€” 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 β€” such as Eastern Time (UTCβˆ’5) or London (UTC+0) β€” saw significantly larger offsets. πŸ› οΈ 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 β€” no further action is required. πŸ“‘ 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. πŸ“ž 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. πŸŒ€ We sincerely apologize for any disruption this caused to your publishing schedule β€” if you have further questions or need hands-on help with affected posts, contact our support team and we will investigate your account directly.

Last updated on Oct 26, 2026

πŸ’¬ Fix Common Live Chat Issues Fast

πŸ” Overview The live chat widget in Search Atlas lets you get real-time help from our support team without leaving the platform. If the chat widget is not appearing, not loading, or behaving unexpectedly, this article walks you through the most common causes and how to resolve them quickly. βš™οΈ Common Live Chat Problems and Fixes Work through the steps below in order. Most issues are resolved within the first two or three steps. πŸ› οΈ Step 1 β€” Hard Refresh Your Browser A cached page can prevent the chat widget from loading correctly. 1. Press Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac to force a full page refresh. 2. Wait for the page to fully reload, then check whether the chat widget appears in the bottom-right corner of the screen. 🚫 Step 2 β€” Disable Browser Extensions Ad blockers, privacy shields, and script blockers are the most frequent cause of a missing or broken chat widget. These tools sometimes block the third-party scripts that power live chat. 1. Open your browser's extension or add-on manager. 2. Temporarily disable any ad blockers, privacy extensions, or script blockers (for example: uBlock Origin, Privacy Badger, AdGuard). 3. Reload the Search Atlas platform and check for the chat widget again. 4. If the widget now appears, add app.searchatlas.com to the allowlist of your extension so you do not need to disable it every time. 🌐 Step 3 β€” Try a Different Browser or Device If disabling extensions does not help, the issue may be browser-specific. 1. Open Search Atlas in a different browser (for example, switch from Firefox to Chrome, or vice versa). 2. Log in and check whether the chat widget loads. 3. If it works in the second browser, your primary browser's settings are likely blocking the widget. Consider resetting that browser's settings to default or switching browsers for Search Atlas. πŸ”’ Step 4 β€” Check Your Network or Firewall Settings Corporate networks, VPNs, and strict firewall rules can block the scripts that power live chat. - If you are on a company network, ask your IT team to whitelist the Search Atlas domain and its associated chat services. - Try disabling your VPN temporarily and reloading the platform to see if the widget appears. - If you are working from a personal network and still have issues, move to Step 5. πŸͺ Step 5 β€” Clear Cookies and Site Data Corrupted cookies or stored site data can interfere with platform features including live chat. 1. In your browser settings, navigate to Privacy and Security (or equivalent). 2. Clear cookies and cached data for app.searchatlas.com. 3. Log back in to Search Atlas and check whether the chat widget is now visible and functional. πŸ“‹ Step 6 β€” Verify You Are Logged In The live chat widget only appears for authenticated users. If your session has expired, the widget may not load. - Confirm you are fully logged in to your Search Atlas account. - If your session has timed out, log in again and the widget should reappear in the bottom-right corner. πŸ’‘ Still Not Working? What to Tell Support If you have completed all the steps above and the chat widget is still not functioning, gathering a few details before reaching out will help our team resolve your issue faster. Please note: - Your browser name and version (for example, Chrome 125) - Your operating system (for example, Windows 11 or macOS Ventura) - Whether you are on a corporate network or VPN - Any error messages or unusual behaviour you observed - Which steps from this article you already tried 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

πŸ“… Configure Your Outreach Campaign Schedule

πŸ” What This Article Covers When launching an outreach campaign, you may see the error: "Please configure outreach schedule first!" This means the campaign schedule has not been completed yet. Search Atlas requires a valid schedule before a campaign can go live. πŸ—ΊοΈ How to Get to the Campaign Schedule 1. Log in to Search Atlas. 2. Navigate to your outreach campaigns using the main navigation menu. 3. Open the outreach campaign you want to launch by clicking its name. 4. Locate the Schedule section within the campaign setup flow. βš™οΈ How to Configure the Outreach Schedule Inside the campaign, open the Schedule section and make sure every required field is filled in completely. Do not leave any field blank or set to an invalid value. Once all required fields in the Schedule section have been filled in and saved, return to the campaign overview and attempt to launch the campaign. The "Please configure outreach schedule first!" error should no longer appear. ⚠️ If the Error Persists - Error still appears after saving β€” Refresh the page and re-open the campaign. If the Schedule section still shows incomplete or invalid fields, review each one, correct any issues, and save again. - Error continues after reviewing all fields β€” The issue may require a closer look at your specific campaign configuration by our support team. When contacting support, please have the following ready: your project or campaign name, the exact error message you see, and a screenshot of your Schedule section if possible. This will help our team investigate your specific configuration quickly. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

πŸ› οΈ Fix a Stuck Press Release and Request a Refund

πŸ” Why Is My Press Release Stuck? Press releases can occasionally stall due to distribution partner delays, content review holds, or a technical issue during submission. If your press release has been pending for an extended period β€” including cases of several months β€” this requires immediate review by our support team. Common reasons a press release may not publish include: - The content was flagged during editorial review by the distribution partner - Missing or incomplete submission details (headline, contact info, or body content) - A technical error that prevented the order from being sent to the distributor - A temporary hold placed on the account βœ… Steps to Take Right Now 1. Check your order status β€” Log in to Search Atlas and locate your press release order. Confirm the current status shown on the order. 2. Gather your order details β€” Note the press release title, submission date, and any confirmation number or order ID. You will need these when contacting support. 3. Contact our support team immediately β€” A press release that has not published after an extended period qualifies for escalation. Our team can investigate the distribution status directly with our partner network. πŸ’³ How to Request a Refund If your press release has not been published and a significant amount of time has passed, you may be eligible for a refund. Refunds are handled on a case-by-case basis by our support team. To request a refund: 1. Contact our support team using the chat widget described below. 2. Provide your order ID, the submission date, and confirm that the press release has not been published. 3. Our team will verify the order status and, if eligible, initiate the refund process on your behalf. ❌ How to Cancel Your Account If you would like to cancel your Search Atlas subscription in addition to requesting a refund, please contact our support team directly. A team member will assist you with processing both the refund and the account cancellation. When reaching out, please have the following ready: - Your account email address - The press release title and submission date - Confirmation that the press release was never published 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

πŸ“° Fix Insufficient Credits When Publishing Press Releases

πŸ” Why This Error Appears Seeing an Insufficient Credits error when you have credits available can be confusing. This error does not always mean your account is out of credits overall β€” it may mean that the credits available on your account are not the type required for press release publishing. πŸ“Š Understanding Credit Types Search Atlas may use different credit types for different content and features. Having credits in your account does not automatically mean those credits are the type required for press release publishing, so it is worth checking which credit type your account holds -- and how it applies to press releases -- before attempting to publish. πŸ› οΈ What to Do When You See This Error Because the source of this error varies by account, the most reliable path to resolution is to reach out via the support chat widget. When you do, please have the following ready so the team can investigate and resolve your issue quickly: - Your account name or registered email address. - The exact error message you are seeing when you attempt to publish. - A description of your current plan and any recent changes (e.g., upgrades, renewals, or plan switches). - The number and type of credits shown in your account dashboard at the time of the error. - Any screenshots of the error and your credit balance if possible. A member of the support team will be able to confirm whether your account has the correct credit type assigned, and take any backend action needed to resolve 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

πŸ”“ 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. βœ… 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. πŸ”’ 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. πŸ’‘ Tips and Things to Check - Lock icon not visible? Scroll horizontally within the task interface β€” the lock icon may be slightly off-screen on smaller displays. - Still seeing the error after unlocking? Refresh the page, navigate back to Local β†’ 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. πŸ†˜ 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

🚫 Facebook Posting Blocked by Restrictions

πŸ” 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. βœ… 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. πŸ”— 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 β†’ 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. πŸ“… Check approvals and post status If your project requires approval before publishing, open Social β†’ Pending Approvals and approve the post. In Social β†’ 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. πŸ› οΈ 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.

Last updated on Oct 26, 2026

πŸ–ΌοΈ Fix AI Image Generator Issues in Social Tab

πŸ” 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. πŸ’‘ 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. πŸ› οΈ 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 β€” 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. βœ… 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 β€” resolved. - "Thinking..." state hanging indefinitely in the Create with AI modal β€” resolved. - GBP post AI image generation failing silently β€” resolved. - Social posts incorrectly using Media Library images instead of AI-generated ones β€” 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. πŸ†˜ 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.

Last updated on Oct 26, 2026

πŸ›‘ Stop Unwanted Automated GBP Social Posts

Why Unexpected Posts May Still Be Publishing If social posts are being published to your connected pages β€” such as Google Business Profile (GBP), Facebook, or Instagram β€” 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 β€” 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 β€” not just the ones you created β€” 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 β€” 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 β€” 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 β€” 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.

Last updated on Oct 26, 2026

πŸ› οΈ Stop Unwanted Automated Social Media Posts

πŸ” Why Posts May Still Be Publishing If social media posts are being published to your connected pages β€” such as Google Business Profile, Facebook, or Instagram β€” 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. πŸ“‹ Step 1 β€” 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. πŸ“… Step 2 β€” 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. πŸ”— Step 3 β€” 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 β€” particularly any that may have been linked by a former administrator. Share this information with our team when you escalate. πŸ‘€ Step 4 β€” 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. πŸ“ž 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) β€” for example, the name of the Google Business Profile, Facebook page, or Instagram account β€” 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.

Last updated on Oct 26, 2026

πŸš€ Troubleshooting Campaign Bulk Emails Not Sending

This article explains what to do when you trigger a bulk email send from a campaign and only a few emails go out β€” or none at all. Use the diagnostic steps below to rule out common causes before escalating to our support team. πŸ“ What This Issue Looks Like You select one or more contacts in a campaign and trigger a bulk send action. The trigger appears to complete, but little or no email activity follows β€” contacts remain in their pre-send state and no outreach is logged. πŸ› οΈ Self-Serve Checks to Try First 1. Verify campaign status. Open the campaign and confirm it is set to Active. If the campaign is paused or in draft mode, bulk sends will not go out even after you trigger them. 2. Check your contact filters. Review the contact list or segment you selected. If filters are set too narrowly β€” for example, excluding contacts who have already received an email β€” your eligible contact count may be zero or near zero, which would explain minimal send activity. 3. Review your account's send limits. Some plans have daily or monthly outreach limits. Navigate to your account or billing settings and confirm you have not exhausted your send quota for the current period. 4. Check contact email validity. If the contacts you selected have unverified, bounced, or opted-out email addresses, those sends will be silently skipped. Review the contact records for any deliverability flags. 5. Re-trigger a small test batch. Select two or three contacts whose email addresses you can verify and trigger a send manually. If those go through, the issue may be isolated to a specific segment or filter condition rather than a platform-wide problem. 6. Check for recent account or permission changes. If your role or team permissions were changed recently, your account may no longer have the access level required to execute bulk sends. Confirm with your workspace admin that your permissions are intact. πŸ”Ί If the Issue Persists β€” What to Prepare Before Escalating If none of the above steps resolve the issue, our support team will need to review your backend send logs. Please have the following ready when you reach out: - The exact name of the campaign where the bulk send stalled - Approximately how many contacts you selected and when you triggered the send (date, time, and your timezone) - A screenshot or description of any confirmation message, error message, or lack of response you saw immediately after triggering the send - Whether the issue is consistent with one campaign or occurs across multiple campaigns - Your current plan or subscription tier, and whether any account changes were made recently βœ… What to Expect Once you escalate with the details above, our team can review the backend send logs for your account and determine why the bulk send did not complete as expected. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Last updated on Oct 26, 2026

πŸ“… Social Hub Time-Picker and UI Improvements

Social Hub received a targeted fix and interface upgrade in this release, resolving a minute-rounding bug in the time-picker and modernizing the underlying UI components for a more consistent platform experience. ✨ What's New Two changes shipped in this update for Social Hub. First, a bug causing the time-picker's minute counter to incorrectly wrap back to 0 when reaching 60 has been resolved β€” scheduled times are now calculated and displayed accurately. Second, legacy Ant Design components within Social Hub have been replaced with shared UI primitives, aligning the module with the platform's unified design system and improving visual consistency across the board. πŸ› οΈ How to Use It 1. In the left sidebar, click Social (Social Hub). 2. Open or create a post and access the scheduling time-picker. 3. Select your desired hour and minute β€” the minute counter will now increment and roll over correctly without jumping to 0. 4. Confirm your scheduled time and proceed as usual. πŸ“‹ What to Expect No changes to your existing scheduled posts or workflows are required. The time-picker fix is automatic β€” any new scheduled posts will reflect the corrected minute behavior. The transition from Ant Design to shared UI primitives is a behind-the-scenes improvement; the overall layout and functionality of Social Hub remain the same, with subtle visual refinements consistent with the rest of the platform. 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

πŸ”§ How to Fix Bulk Email Send in Campaigns

This article covers a situation where your campaign appears to have sent only a small number of emails β€” even after selecting contacts marked as Ready for Outreach and triggering a bulk send. Before contacting support, try the diagnostic steps below to resolve the issue yourself or gather the right information for our team. Diagnostic Steps to Try First Work through the following checks before escalating: 1. Verify contact eligibility: Confirm that the contacts you selected are still marked as Ready for Outreach. If a contact's status changed between selection and send, it may have been skipped. 2. Check campaign status: Make sure the campaign itself is active and not paused, archived, or in draft mode. A campaign in an inactive state will not deliver emails even if contacts are correctly marked. 3. Review send limits: Search Atlas enforces daily and per-campaign send limits. Check your account's sending quota to confirm you have not reached a limit that would cap the number of emails delivered. 4. Re-select and retry: Return to the campaign, re-select the intended contacts, and trigger the bulk send again. In some cases a single retry resolves a transient delivery issue. 5. Check for warnings or errors: After triggering the send, stay on the page for a moment and note any error banners or warning messages. These can indicate the specific reason delivery was blocked. What to Have Ready Before Contacting Support If the steps above do not resolve the issue, our team will need the following details to investigate: - Campaign name: The exact name of the campaign where the bulk send did not work. - Number of contacts selected versus the number reported as sent. - Approximate date and time when the bulk send was triggered. - Any error messages: Copy the exact text of any error or warning shown in the platform during or after the send. - Steps already attempted: Note anything you have already tried, including the diagnostic steps above. Having this information ready will allow our team to investigate the root cause and apply the correct 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.

Last updated on Oct 26, 2026

πŸ“§ Fix Email Campaign Over-Sending and Bounces

πŸ“‹ Overview If your email campaign delivered more messages than the number of contacts you selected β€” or if you noticed a high bounce rate β€” this article explains the most common causes and how to resolve them. πŸ” Why Did My Campaign Send More Emails Than Expected? There are several reasons a campaign may exceed your intended send count: - Duplicate contacts in your list: If the same email address appears more than once across your selected segments or contact lists, each instance may trigger a separate send. Deduplication does not always happen automatically if contacts were imported from multiple sources. - Multiple list segments selected: When you build an audience from more than one segment, contacts who belong to several segments can be included multiple times unless a unique-contact filter is applied before sending. - Retry logic on soft bounces: The platform automatically retries delivery for soft bounces (temporary delivery failures). Each retry counts as an additional send attempt in your campaign metrics, which can inflate the total send number shown in your report. - Transactional or trigger duplicates: If the campaign was connected to an automation routine, the routine may have re-enrolled contacts who met the trigger condition more than once. πŸ“Š Understanding Bounce Types Bounces fall into two categories, and each requires a different response: - Hard bounces: The email address is invalid, does not exist, or the recipient domain is blocking delivery permanently. These contacts should be removed from your list immediately to protect your sender reputation. - Soft bounces: A temporary issue prevented delivery β€” for example, a full inbox or a server timeout. The platform retries these automatically. If a contact soft-bounces repeatedly, it will eventually be treated as a hard bounce. πŸ› οΈ How to Audit and Fix Your Contact List 1. Open the affected campaign from your email campaigns list. 2. Review the delivery report to identify the total send count, bounce count, and bounce type breakdown. 3. Export your contact list and check for duplicate email addresses. Remove any duplicates before your next send. 4. If you used multiple segments, consolidate them into a single deduplicated list and re-upload it before creating a new campaign. 5. Hard-bounce contacts should be suppressed or deleted from your audience. Do not attempt to re-send to addresses that have hard-bounced. βœ… Best Practices to Prevent Over-Sending and High Bounces - Clean your list before every campaign: Remove invalid addresses, role-based addresses (e.g., info@, noreply@), and any contacts that have previously hard-bounced. - Use a single deduplicated segment: Merge all target contacts into one list and remove duplicates before selecting your audience in the campaign builder. - Verify new imports: When importing contacts from an external source, run a quick deduplication check and validate email format before saving the list. - Monitor your sender reputation: A bounce rate above 2% can damage your deliverability. Aim to keep hard bounces below 0.5% and soft bounces below 1.5%. - Review automation routines: If your campaign is triggered by a routine, open your automation routines and confirm that re-enrollment conditions are set correctly to avoid sending to the same contact multiple times. πŸ’‘ Checking Your Campaign Metrics You can review detailed send and bounce data for any campaign by going to your campaign analytics or reporting view. This view shows total sends, unique opens, bounce breakdowns, and unsubscribe counts. Use this data to identify patterns before launching future campaigns. πŸ†˜ 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

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.

Last updated on Oct 26, 2026

πŸ“§ Email Campaign Over-Sending: Root Causes and Prevention

πŸ” Overview If your email campaign sent to more contacts than you expected β€” or produced an unexpectedly high number of bounces β€” there are several common configuration areas to investigate. This article outlines the known categories of risk so you can review your setup and reduce the likelihood of over-sending before your next campaign. ⚠️ Common Cause 1: Exclusion Lists Not Carried Over When Cloning When you clone an existing campaign, suppression or exclusion lists attached to the original may not transfer automatically to the cloned version. Contacts you previously suppressed β€” such as unsubscribes, bounced addresses, or opted-out users β€” could be included again. What to check: - After cloning a campaign, review the audience configuration of the new campaign and confirm that any suppression or exclusion lists from the original have been re-applied manually. - Make this check a standard part of your cloning workflow, before editing content or scheduling the send. πŸ‘₯ Common Cause 2: Duplicate Contacts Across Audience Sources If the same email address exists in multiple lists or segments that are all included in one campaign, that contact may receive more than one message. This inflates your send count and can harm your sender reputation. What to check: - Review all lists and segments selected as your audience and look for overlapping contacts. - Consult your campaign's audience settings to see whether your platform offers any deduplication option, and confirm it is enabled if available. - Consolidate overlapping lists before launch and maintain a single master suppression list rather than several partial ones. πŸ”„ Common Cause 3: Dynamic Segments Add Contacts After You Review Dynamic segments continuously update their membership based on rules β€” for example, "all contacts who visited a page in the last 30 days." If your campaign targets a dynamic segment, new qualifying contacts can be added automatically between the time you review the audience and the time the campaign actually sends. This is expected behavior, but it can cause a higher-than-anticipated send count. What to check: - Identify whether any segment in your audience is dynamic (rule-based and continuously updated). - If you need a fixed send count, consider converting the relevant segment to a static list at the point of review, so membership is locked before the campaign sends. - If you keep a dynamic segment, be aware that the final recipient count may differ from the count shown during review. πŸ“‹ Common Cause 4: Audience Configuration Reviewed at the Wrong Time Reviewing your estimated audience count well in advance of the scheduled send time can lead to a mismatch, particularly if your contact database is actively changing. New contacts imported, contacts re-added after being removed, or list membership changes can all affect the final send count. What to check: - Review your audience configuration as close to the send time as practical. - Confirm that your suppression and exclusion sources reflect your most current opt-out and bounce data before finalizing the send. πŸ“ž Need Help Investigating a Specific Campaign? If you have already reviewed the areas above and are still seeing unexpected send counts or bounce rates, escalate to the support team with the following information ready: - The name of the affected campaign - The approximate send date and time - The expected recipient count versus the actual sent count - Whether the campaign was cloned from another campaign - Whether any dynamic segments were used in the audience - Any error messages or bounce reports you have received 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

πŸ“§ Deleting Outreach Campaigns and Billing FAQs

πŸ“‹ Overview Some customers have reported being unable to delete outreach campaigns inside the Authority section of Search Atlas. This article explains the current status of this issue, how to work around it, and answers common billing questions related to frozen or paused accounts. ⚠️ Known Issue: Outreach Campaign Deletion There is a known platform issue that currently prevents some users from deleting outreach campaigns. Our engineering team is actively working on a fix, and the resolution is awaiting release. If you are experiencing this problem, you are not alone, and no action on your part caused it. Below are the steps to confirm you are in the right location and to attempt deletion while the fix is being rolled out. πŸ› οΈ How to Attempt Deleting an Outreach Campaign 1. In the left sidebar, click Authority. 2. Select Campaigns from the sub-menu. 3. Locate the campaign you want to delete. 4. Click the trash icon or the delete option next to the campaign name. 5. Confirm the deletion if prompted. If the campaign does not delete or you receive an error, this is consistent with the known bug. The fix is currently awaiting release. Once deployed, deletion will work as expected without any additional steps from you. πŸ’‘ Temporary Workaround While the fix is pending, you can limit the impact of an unwanted campaign by taking the following steps: - Pause the campaign to stop any outreach emails from being sent. - Disconnect the email account linked to the campaign to prevent further sending activity. Note that campaigns with disconnected email accounts are automatically skipped during the send process. - Leave the campaign in place until the deletion fix is released. πŸ’³ Billing Questions for Frozen Accounts A common follow-up question is whether you will still be charged for an account that is frozen, paused, or otherwise inactive. Here is what you need to know: - Account freezes do not automatically pause billing. Your subscription remains active unless you explicitly cancel or downgrade your plan. - If your account was frozen due to a payment issue, billing continues to accrue until the account status is resolved or the subscription is cancelled. - If you believe you should not be charged for a period when your account was inaccessible due to a platform-side issue, our team can review your account history and work with you on a resolution. If you are unsure about your current billing status, we recommend checking your plan details inside the platform before reaching out to support. πŸ” How to Check Your Current Plan and Billing Status 1. Log in to your Search Atlas account. 2. Click on your account name or avatar in the top-right corner. 3. Select Billing or Subscription from the dropdown menu. 4. Review your current plan, renewal date, and any outstanding charges. ❓ Frequently Asked Questions Will the outreach campaign deletion bug affect my sending history or inbox? No. Your Inbox and Sent items under Authority will not be affected by the deletion issue. Only the ability to remove campaigns from the Campaigns list is impacted. Will I lose my campaign data once the fix is released? No. When the fix is deployed, you will be able to delete campaigns manually. No data will be removed automatically without your action. My account was frozen β€” can I get a refund for that period? Refund eligibility depends on the reason for the freeze and your subscription terms. Contact our support team via the chat widget to have your case reviewed individually. πŸ™‹ 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

πŸ“§ Managing Outreach Campaigns and Frozen Account Billing

πŸ“‹ Overview This article covers two related topics that customers often ask about together: removing outreach campaigns in the Authority section and understanding whether a frozen or inactive account still incurs charges. Read on for a clear explanation of both. πŸ“ Where to Find Outreach Campaigns Outreach campaigns are managed inside the Authority section of the platform. To navigate there: 1. Click Authority in the left sidebar. 2. Select Campaigns from the sub-menu. From this page you can view all active and draft outreach campaigns associated with your account. πŸ› οΈ Known Issue: Unable to Delete Outreach Campaigns We are aware of a bug that currently prevents some customers from deleting outreach campaigns. This issue has been identified and logged by our engineering team and a fix is awaiting release. Until the fix is deployed, here is what you can do: - Pause the campaign to stop any further outreach activity while the bug is resolved. - Note the campaign name and contact our support team via the chat widget so we can manually action the deletion on your behalf if needed. - Check back for platform updates β€” the fix will be rolled out automatically and no action will be required from you once it is live. We apologise for the inconvenience and appreciate your patience while our team resolves this. πŸ’³ Billing for Frozen or Inactive Accounts A common follow-up question is whether charges continue when an account is frozen or when campaigns are not actively running. Here is how billing works: - Subscription charges are based on your active plan, not on the number of campaigns running. If your account is on a paid plan, billing continues regardless of whether campaigns are paused or inactive. - A frozen account typically refers to an account where functionality has been restricted β€” for example, due to a disconnected email or a payment issue. In most cases, your subscription billing cycle continues during this period. - To avoid charges, you would need to downgrade or cancel your subscription through your account settings before your next billing date. If you are unsure whether your specific account is being charged during a frozen state, our support team can review your billing details and confirm the exact status. βœ… Steps to Pause or Manage an Outreach Campaign While the delete function is temporarily unavailable, follow these steps to stop an outreach campaign from sending: 1. Go to Authority in the left sidebar. 2. Click Campaigns. 3. Locate the campaign you want to stop. 4. Open the campaign and look for the option to pause or disable it. 5. Confirm the change. The campaign will stop sending outreach emails immediately. Pausing a campaign ensures no further emails are sent while you wait for the delete functionality to be restored. πŸ”— Connected Email Accounts Outreach campaigns rely on a connected email account to send messages. If your email account becomes disconnected, campaigns linked to that account will not send. However, the campaign itself will remain in your list until it is deleted. To reconnect your email or manage linked accounts, go to Authority β†’ Inbox and review your connected accounts from there. πŸ’¬ 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

πŸ”§ Fix PR Distribution Hyperdrive Credits Insufficient Error

What Is This Error? When you attempt to submit a press release through PR Distribution, you may see an error message such as "Payment information needs to be updated" or a notification that your credits are insufficient β€” even if your credit card is valid and your subscription is active. This error does not always mean your payment method has a problem. In many cases, it is related to your Hyperdrive credits balance or account configuration. Why Does This Happen? The error can appear for a variety of reasons related to your Hyperdrive credits or account status. Because the error message references payment information, it can be confusing β€” but the underlying cause is often a credits or account issue rather than a problem with your card. What to Do Because the exact cause and resolution of this error depends on your specific account configuration, our support team will need to review your account directly to identify what is blocking your submission and apply the correct fix. To help our team resolve this as quickly as possible, please have the following ready when you reach out: - The exact error message you are seeing (copy it word for word if possible). - The name of the press release project or draft you are trying to submit. - The date and approximate time the error occurred. - Any screenshots of the error, if available. 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 Credits are separate from subscription billing. The system does not automatically charge your card to top up your balance. The minimum credit requirement varies by distribution package (e.g. a standard submission may require 23+ credits). Steps like clearing cache or re-entering your card will NOT resolve this β€” only ensuring sufficient credit balance will.

Last updated on Oct 26, 2026

πŸ”§ Fix Social Scheduler Wrong Account and Approval Issues

πŸ” 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. πŸ“‹ 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.

Last updated on Oct 26, 2026

πŸ”§ 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 β€” the exact name of the Social Media Scheduler project that is not generating posts. - When the issue started β€” the approximate date and time you noticed posts were not being queued. - Your auto-posting configuration β€” describe the posting frequency or schedule you set up (for example, how often posts were supposed to be generated). - Any error messages β€” copy the exact text of any error messages you have seen, including timestamps if available. - Connected social accounts β€” 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.

Last updated on Oct 26, 2026

πŸ”„ Resync Social Media Integrations

πŸ” Why scheduled posts may fail Search Atlas uses an authorization connection to publish posts to your social media accounts. This connection can expire or be revoked when account security settings are updated. When access is lost, scheduled posts may fail with an authorization error. Resyncing the account manually restores the connection. Posts that already failed before the resync will need to be reviewed and rescheduled manually. πŸ”„ Resync a social media account 1. In Search Atlas, open Social from the left sidebar. 2. Locate the affected social account within your project's integration or connection settings. 3. Select the option to reconnect, reauthorize, or resync the account. 4. Complete the social platform's authorization steps and approve all requested permissions. 5. Return to Search Atlas and confirm that the account shows as connected. Resyncing starts a new authorization flow and refreshes the access token used to publish posts. πŸ“… Check posts that did not publish 1. Open Social from the left sidebar. 2. Review your scheduled and posted content for the affected period. 3. After reconnecting the account, reschedule any posts that failed to publish during the authorization outage. Posts that failed because of an expired or revoked connection will need to be manually rescheduled after the account is resynced. πŸ› οΈ If resyncing does not work - Confirm you are signed in to the correct social media account. - Verify that you approved every permission requested during reconnection. - Check whether the social platform has restricted, disconnected, or changed access for the account. - Refresh Search Atlas and confirm the account still appears as connected. - Try disconnecting and reconnecting the account from its integration settings if the resync option does not resolve the issue. πŸ“ Resync a Google Business Profile integration For Google Business Profile integrations, navigate to the GBP section within Search Atlas, locate the affected account in your integration settings, and complete the authorization flow again. Then confirm the account is connected before scheduling further posts. 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

πŸ”„ How to Resync Social Hub Accounts

πŸ”Ž What Does Resyncing Mean? Resyncing refreshes the connection between Search Atlas and your social media accounts. It lets Social Hub pull in your latest account details and keeps your scheduled and published posts working as expected. Social platforms sometimes expire or revoke the permissions you gave Search Atlas. When that happens, a resync (or reconnection) restores access without losing your Social Hub setup. ⚠️ When Should You Resync? Consider resyncing an account if you notice any of the following: - A connected account shows as disconnected, expired, or needs attention - Scheduled posts are failing to publish - Your account name, profile picture, or page list looks outdated - You changed your social account password or security settings - You added a new Page, profile, or business account and it does not appear in Social Hub - You changed your admin role or permissions on the social platform πŸ› οΈ How to Resync Your Accounts The exact labels may vary slightly depending on the social platform, but the process is generally the same. 1. Log in to your Search Atlas account and open Social Hub. 2. Go to the Integrations or connected accounts area. 3. Find the account you want to refresh. 4. Select the Resync or Reconnect option next to that account. 5. If a pop-up from the social platform opens, log in and review the permissions requested. 6. Approve all requested permissions and select the Pages or profiles you want to use with Social Hub. 7. Confirm and return to Social Hub. The account status should update to connected. Tip: Grant every permission that is requested. If you leave some out, parts of Social Hub, such as publishing or scheduling, may not work. πŸ”Œ If You Do Not See a Resync Option If there is no resync option, or the account still shows a problem afterwards, try a fresh reconnection: 1. In the Social Hub integrations area, disconnect the affected account. 2. Select the option to add or connect a new account for that platform. 3. Log in to the social platform and approve all permissions. 4. Select the Pages or profiles you want to manage and confirm. Reconnecting the same account restores the link between it and Social Hub. βœ… Checks Before You Resync Many sync problems come from the social platform side rather than Search Atlas. Before resyncing, confirm the following: - You are logged in to the right account. If your browser is signed in to a different social profile, the pop-up may connect the wrong one. - You have admin or editor access. Publishing to a business Page or company profile usually requires the right role. - Pop-ups are allowed. Your browser may block the login window from the social platform. - Your social account is in good standing. Restricted or suspended accounts cannot be synced. - Two-step verification is complete. Finish any security prompts from the social platform during login. 🧰 Troubleshooting Common Issues - The account still shows as disconnected: Log out of the social platform, clear your browser cache or try a private window, then resync again. - A Page or profile is missing: Resync and make sure it is selected in the permissions screen. Also confirm you have admin access to it. - The login pop-up does not appear: Allow pop-ups for Search Atlas in your browser settings and try again. - Posts failed while the account was disconnected: After resyncing, review your scheduled content and reschedule or republish any posts that did not go out. - The wrong account connected: Disconnect it, sign in to the correct account on the social platform, and reconnect. πŸ’‘ Tips to Avoid Future Sync Problems - Check your connected account status in Social Hub regularly. - Resync soon after changing a password or security settings on a social platform. - Use an account with stable admin access, not a temporary or personal login that may change. - Do not remove Search Atlas from the authorized apps in your social account settings unless you plan to reconnect. πŸ’¬ 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 instantly connected with a member of our team. To help us resolve your issue faster, tell us which social platform is affected and what you see when you try to resync.

Last updated on Oct 26, 2026