Search Atlas Help Center

💬 Getting Help: How to Describe Your Issue

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Camilo Aponte

Camilo Aponte

Last updated on Sep 30, 2026

💡 Why Details Matter

When you reach out for technical help, describing your issue in detail helps our team understand what's happening and find a solution quickly. Vague requests like 'LIVE SUPPORT' or 'help' without context can cause delays because we won't know where to start troubleshooting.

🎯 What to Include in Your Support Request

To get the fastest response, share these details:

  • What you were doing: Which feature or page were you using when the issue occurred? (e.g., 'I was trying to generate content in OTTO SEO' or 'I was syncing my WordPress plugin')
  • What went wrong: Describe what happened instead of what you expected. (e.g., 'The page got stuck on a loading screen' or 'I got an error message')
  • The error message (if any): Copy and paste the exact error text you see on screen. (e.g., 'wp_client_error' or '500 Internal Server Error')
  • When it happened: Roughly when did you encounter this? (e.g., 'This morning at 10 AM' or 'For the past 2 days')
  • What you've already tried: Have you refreshed the page, cleared your browser cache, or tried a different browser? Let us know what worked or didn't work.

📝 Examples of Helpful Support Requests

Good example: 'I'm trying to generate a blog post in OTTO SEO, but after I clicked Generate, the page got stuck showing a loading spinner for 15 minutes. I refreshed the page and the content wasn't created. The URL still shows /seo-automation-v3.'

Less helpful example: 'LIVE SUPPORT — not working'

🔧 Common Issues and How to Report Them

If you're experiencing one of these problems, here's what to tell us:

  • Page is stuck or frozen: Say which page, what action you took before it froze, and if you see a loading indicator or error.
  • Error message appeared: Copy the exact text of the error, including any error codes or numbers you see.
  • Feature not working as expected: Explain what you tried to do, what happened instead, and what you expected to happen.
  • Plugin or integration issue: Tell us which plugin (e.g., WordPress), which action you were performing, and any error codes or messages that appeared.
  • Can't log in or authenticate: Let us know if you see an error, if the page is blank, or if it seems to hang during login.

💬 How to Send Your Support Request

When you're ready to describe your issue:

  1. Open the chat widget in the bottom-right corner of the Search Atlas platform.
  2. Type a clear description of what's happening (use the examples above as a guide).
  3. Include any error messages, screenshots, or steps you've already tried.
  4. Press Enter and wait for a response.

⏱️ What to Expect

With clear details, our team can often diagnose and fix your issue in one conversation. Without specifics, we'll need to ask follow-up questions, which takes more time. Providing details upfront helps us serve you faster.

🆘 Ready to Get 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.