# **🔍 Overview**

After requesting a Site Audit export, Search Atlas sends a download link to your registered email address. In some cases, this email may be delayed or fail to arrive entirely. This is a known delivery issue that our team resolves on the backend — there are no account settings you can change to fix it yourself.

# **⚠️ What May Be Happening**

- **Email routed to spam or junk:** Automated emails from SaaS platforms are occasionally filtered by email providers.
- **Incorrect email address on your account:** The notification is sent to the email associated with your Search Atlas account, which may differ from the one you expect.
- **Backend delivery failure:** In some cases the export email fails to send due to a platform-side issue that requires our team to investigate and resolve directly.

# **🛠️ Initial Checks Before Escalating**

1. **Check your spam, junk, and promotions folders.** Search for emails from **searchatlas.com** or **no-reply** in all folders, including any filtered or archived views.
2. **Verify the email address on your account.** Log in to Search Atlas, navigate to your account settings, and confirm the registered email address matches the inbox you are checking.

# **📋 How to Escalate to Our Team**

If the email is not in your spam folder and your account email is correct, this is a backend issue that our support team needs to investigate. When you contact us, please have the following ready so we can resolve it as quickly as possible:

- The **name of the Site Audit project** for which you requested the export
- The **email address** registered on your Search Atlas account
- The **approximate date and time** you triggered the export
- Confirmation that you have already checked your spam and junk folders

Our team will look into the delivery failure and ensure your export link is sent successfully.

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.