Troubleshooting: Authentication & Connection

🔍 Investigate Google Connection Drops

🔎 What causes recurring disconnections? Search Atlas connects to Google using authorization tokens. A connection may appear valid but stop working when Google expires or revokes a token, permissions change, access is removed, or Google temporarily returns an authentication error. GBP connections can be affected by profile ownership, manager permissions, duplicate locations, or intermittent Google API responses. These issues may occur at any time, including weekends, and do not necessarily mean your credentials are incorrect. ✅ Check the connection status 1. For Google Search Console, open the relevant project in Search Atlas and review its integration or connection status. 2. For Google Business Profile, open the affected GBP project in Search Atlas. 3. Note which property or location is disconnected, the time it happened, and any displayed error message. 4. Check whether the issue affects one property or multiple properties connected to the same Google account. 🔐 Confirm Google access - Sign in to the Google account that owns or manages the affected property. - Confirm that the account still has the required Search Console or Business Profile permissions. - Check that the property or location has not been deleted, transferred, renamed, or duplicated in Google. - For GBP, verify that the account has appropriate access to each affected location, not only to the business group. 🔄 Reconnect the affected service 1. Disconnect only the affected Google connection when the platform provides that option. 2. Reconnect it using the Google account with confirmed access. 3. Approve all requested permissions and select the correct properties or locations. 4. Return to the project and confirm that data loads successfully. Reconnect only once when possible. Repeated reconnect attempts can make it harder to identify whether the issue is caused by permissions, a specific property, or a temporary Google response. 🧪 Collect details for investigation If the connection disconnects again, record the exact time, your time zone, affected properties or locations, Google account used, and the full error message. Screenshots of the connection status and any failed synchronization are also useful. Also note whether the issue happens after a password change, permission update, account switch, location transfer, or other Google Business Profile change. This information helps determine whether the failure is token-related, property-specific, or part of a broader service issue. 🛠️ How recurring issues are handled Some disconnections are caused by recoverable Google authentication responses rather than a permanent loss of access. Search Atlas may need to investigate server logs, token handling, affected profile types, and synchronization behavior to identify the underlying cause. When escalating, please have your project name, affected Google account, exact error message, and the timestamp of the disconnection ready. 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.

🔗 Resolve Recurring Google Disconnections

🔍 Why Google integrations disconnect Recurring Google integration disconnections can occur when the platform deactivates the integration. This is a platform-side issue and does not necessarily indicate a problem with your Google account or permissions. 🛠️ If your integration keeps disconnecting Record the affected project, Google integration type, approximate disconnect times, and any error message shown. Share these details with our team so they can investigate the platform deactivation and determine the appropriate resolution. If the integration continues disconnecting after you attempt to reconnect it, do not repeatedly remove and add the integration. Report the recurring issue with the affected project and integration details so it can be investigated. 💬 Get help from our team If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔄 Fix Twitter/X Account Stuck in Login Loop

🔍 What This Article Covers Some users experienced an issue where connecting a Twitter/X account in Search Atlas would repeatedly reload the login screen without ever completing the connection. This article explains what caused the issue and what to do if you still see it. ⚙️ What Was Causing the Problem This was a platform-level bug — not an issue with your Twitter/X credentials or account settings. The root cause involved two separate technical problems: - A restricted API field was returning a 403 error from Twitter/X during the authentication handshake, causing the connection to fail silently. - A stale authentication error was not being cleared after you attempted to reconnect, so every retry failed even if your credentials were valid. Both issues have been fully resolved by the Search Atlas engineering team and the fixes are live in production. ✅ Steps to Connect Your Twitter/X Account Now 1. Log in to your Search Atlas account. 2. Navigate to the social media integrations section of the platform. 3. Locate the Twitter/X integration and begin the connection process. 4. When the Twitter/X login screen appears, enter your credentials and authorise access as prompted. 5. If you had previously attempted to connect and seen the loop, use the reconnect or retry option — this now correctly clears any stale authentication state and starts a fresh connection. 6. Once authorised, your Twitter/X account should link successfully and you will be returned to the platform. 🛠️ If the Loop Still Appears The engineering fixes have been confirmed live, and the issue is resolved for the vast majority of users. However, if you are still experiencing the login loop, try the following before reaching out: - Clear your browser cache and cookies, then attempt the connection again in a fresh browser session. - Try a different browser or an incognito/private window to rule out a local session conflict. - Disconnect any existing partial connection to Twitter/X in your account settings before attempting to reconnect. If none of the above resolves the issue, it is important to let our team know so we can investigate further on your specific account. 💬 Still Need Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

📸 Connect and Troubleshoot Your Instagram Account

📋 Before You Connect: Account Requirements Instagram connections in Search Atlas are powered by the Meta API, which enforces a few hard prerequisites. Check all of the following before attempting to connect: - Business or Creator account type: Instagram Personal accounts cannot be linked to any third-party platform. Open the Instagram app and go to Settings → Account → Switch to Professional Account to convert before proceeding. - Instagram linked to a Facebook Page: Meta requires your Instagram Business or Creator account to be connected to a Facebook Page. In the Instagram app, go to Settings → Account → Linked Accounts and connect a Facebook Page. - Admin access on the Facebook Page: The Facebook account you use to authorise the connection must hold Admin-level permissions on that linked Page. Ask the Page owner to upgrade your role if needed. 🔗 How to Connect Instagram in Search Atlas 1. Click Local in the left sidebar. 2. Select Posts from the sub-menu. 3. Click Connect Account and choose Instagram from the platform list. 4. A Meta authorisation pop-up will open. Log in with the Facebook account linked to your Instagram Business or Creator account. 5. Grant all requested permissions — Search Atlas requires these to publish and schedule posts on your behalf. 6. Select the correct Instagram account from the list and confirm the connection. Once connected, your Instagram account will appear in the Posts section and you can begin creating and scheduling content immediately. ⚠️ Common Reasons Instagram Won't Connect - Personal account type: This is the most frequent cause. Meta's API blocks Personal accounts entirely. Convert to Business or Creator as described above, then retry. - Instagram not linked to a Facebook Page: Without an active Page link, the Meta API cannot verify ownership. Add the link inside the Instagram app, then restart the connection flow in Search Atlas. - Insufficient Facebook Page permissions: If you are not an Admin on the linked Page, the authorisation will fail silently or mid-flow. Confirm your role with the Page owner. - Pop-up blocker active: The Meta authorisation window opens as a browser pop-up. If nothing appears after clicking Connect, disable your browser's pop-up blocker for the Search Atlas domain and try again. - Previously revoked Meta permissions: If Search Atlas was removed from your connected Facebook apps, you must fully re-authorise. In Facebook, go to Settings & Privacy → Settings → Security and Login → Apps and Websites, remove any Search Atlas entry, then reconnect from scratch in the platform. - Expired access token: Meta tokens can expire after 60–90 days. A previously connected account showing as disconnected simply needs to be reconnected using the same steps above. 🔄 Reconnecting a Disconnected Account If an Instagram account that was working before is now showing as disconnected or returning an error: 1. Go to Local → Posts in the left sidebar. 2. Locate the affected Instagram account and click Reconnect, or remove it and re-add it using the Connect Account flow. 3. Complete the Meta authorisation as described above. If the reconnection fails immediately, verify that the Instagram account is still set to Business or Creator type and that the Facebook Page link is still active inside the Instagram app — both settings can be changed accidentally. 💬 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.

🔒 Fix Cloudflare Access Errors for Team Members

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

🔑 Fix Wix CMS API Key Authentication Errors

🔍 Overview When connecting Wix CMS to Search Atlas, you may encounter an authentication error that reads: "Invalid or expired API Key. Please ensure your Wix API Key has the 'Manage Blog' permission enabled." This article walks you through the most common causes and how to fix them. ⚠️ Common Causes of This Error - The API key is missing the required Manage Blog permission - The API key was regenerated or expired after the initial connection was made - The Account ID was not included during setup - The wrong Wix site is associated with the API key - The API key belongs to a different Wix account than the one managing the site 🛠️ Step-by-Step Troubleshooting 1. Log in to your Wix account and go to Settings > API Keys in the Wix dashboard. 2. Verify the Manage Blog permission is enabled on your API key. If it is not checked, edit the key, enable the permission, and save. 3. Locate your Account ID. In Wix, your Account ID appears in the API Keys section, typically labeled Account ID at the top of the page. This is different from your Site ID. 4. Re-enter your credentials in Search Atlas. Go to the Wix CMS connector settings via Avatar Menu (👤) → Settings → CMS Connectors in Search Atlas, remove the existing connection, and reconnect using both your API Key and your Account ID. 5. Confirm the correct site is selected. During reconnection, make sure the site you are linking matches the site associated with your API key. 6. Generate a new API key if needed. If the key may have been regenerated or revoked, create a fresh API key in Wix, ensure Manage Blog is enabled, and use the new key in Search Atlas. ✅ Required Wix API Key Permissions Your Wix API key must have at least the following permission enabled for the Search Atlas integration to work correctly: - Manage Blog — required to read categories, posts, and other blog data Without this permission, Search Atlas cannot authenticate against the Wix API, even if the key itself is valid. 🔄 Reconnecting After Fixing Your Credentials Once you have corrected your API key permissions or generated a new key, follow these steps to restore the connection: 1. Open Search Atlas and navigate to your CMS Connector settings. 2. Select your Wix connection and click Disconnect or Reconnect. 3. Enter your updated API Key and Account ID in the fields provided. 4. Click Connect and wait for the status indicator to confirm a successful connection. 5. If the connection succeeds, trigger a manual sync to confirm data is flowing correctly. ❓ Frequently Asked Questions Do I need to include my Account ID? Yes. The Account ID is a required field. Submitting only the API key without the Account ID will cause the connection to fail, even if all permissions are correctly set. My permissions look correct but I still get the error. What should I do? Try generating a brand-new API key in Wix and reconnecting. Existing keys can become invalid if your Wix account credentials or plan change. What does "meta-site not found" mean? This error typically means the API key is associated with a different Wix account or site than the one you are trying to connect. Double-check that the Account ID and API key both belong to the same Wix account that owns the target site. 💬 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.

🔌 Fix WordPress MetaSync API Key Authentication Timeout

🔍 Overview When connecting the Search Atlas MetaSync plugin to your WordPress site, you may encounter an authentication timeout — typically after 60 seconds — regardless of whether you use the One-Click connection or manual API key entry method. In some cases, you may also see a 500 error or the message "The API key could not be verified." This article walks you through the most effective troubleshooting steps to restore the connection. ⚠️ What Causes This Issue? Authentication timeouts and API key errors during MetaSync setup are usually caused by one or more of the following: - A corrupted or invalidated API key stored in your WordPress database - A server-side timeout on your WordPress host that cuts the connection before authentication completes - A plugin conflict or caching layer interfering with the authentication request - An outdated version of the MetaSync plugin that does not send authentication headers correctly - A firewall or security plugin blocking outbound requests from your WordPress site to Search Atlas servers 🛠️ Step-by-Step Troubleshooting Work through the steps below in order. Most customers resolve the issue by completing steps 1 through 4. 1. Update the MetaSync plugin to the latest version. In your WordPress dashboard, go to Plugins → Installed Plugins, find Search Atlas MetaSync, and click Update if an update is available. Older plugin versions may not send the correct authentication headers required by the Search Atlas API. 2. Regenerate your API key in Search Atlas. Log in to your Search Atlas dashboard, navigate to Settings → API Keys, and generate a new API key. Do not reuse the old key — copy the new one immediately and keep it ready for the next step. 3. Disconnect and reconnect the plugin manually. In your WordPress admin panel, go to the MetaSync plugin settings and disconnect any existing connection. Select the manual entry method and paste your newly generated API key. Save the settings and wait up to 90 seconds for the handshake to complete. 4. Clear all caches before retrying. Clear your WordPress object cache, page cache, and any CDN cache (e.g., Cloudflare, WP Rocket, W3 Total Cache). A stale cache can cause the authentication request to fail silently. 5. Temporarily disable security and firewall plugins. Plugins such as Wordfence, iThemes Security, or All In One WP Security may block outbound API requests. Disable them one at a time, then retry the connection after each deactivation to identify the culprit. Re-enable them once the connection is established. 6. Check your hosting provider's outbound request limits. Some managed WordPress hosts (e.g., WP Engine, Kinsta, Flywheel) restrict or throttle outbound HTTP requests. Contact your host and ask them to whitelist outbound connections to api.searchatlas.com. Also ask them to confirm that your PHP execution timeout is set to at least 120 seconds. 7. Switch to the One-Click connection method if manual entry failed, or vice versa. If manual entry timed out, try the One-Click SSO flow from your Search Atlas dashboard under Avatar Menu (👤) → Settings → CMS Connectors. If One-Click failed first, switch to manual entry with your regenerated key. ✅ How to Confirm the Connection Is Working After completing the steps above, verify that MetaSync is connected successfully: - In your WordPress admin panel, the MetaSync plugin status should show Connected with your Search Atlas account name displayed. - In your Search Atlas dashboard under Avatar Menu (👤) → Settings → CMS Connectors, your WordPress site should appear as an active, linked property. - Run a test sync from the MetaSync plugin settings page and confirm that data flows to your Search Atlas account without errors. 🚫 Common Mistakes to Avoid - Do not reuse a previously generated API key after a failed authentication attempt. Once an error occurs, always regenerate a fresh key. - Do not attempt multiple connection methods simultaneously. Complete one method fully — including clearing caches — before trying the other. - Do not skip the cache-clearing step. This is one of the most overlooked causes of repeated authentication failures. 💬 Still Need Help? If you have followed all the steps above and the MetaSync plugin still cannot authenticate, our team can investigate your specific account and server configuration. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team. When you reach out, please have the following ready to speed up the investigation: - Your WordPress site URL - The exact error message displayed (screenshot if possible) - Your WordPress version and MetaSync plugin version - Your hosting provider name - A list of active security or caching plugins Additional Notes API key type mismatch: The MetaSync plugin currently requires a v1 API key. Using a v2 API key may cause verification to fail. Log in to Search Atlas, go to Settings > API Keys, and generate or copy a v1 key instead.

🔌 Fix OTTO GHL Subaccount Connection Issues

🔍 Overview Search Atlas can publish content (for example Content Genius articles) directly to your GoHighLevel (GHL) subaccount via a CMS connector — but the connection must be configured correctly before articles can go live. To connect, go to the top-right Avatar Menu (👤) → Settings → CMS Connectors → Add Connector → GoHighLevel. Note: this CMS connector does not install OTTO — OTTO on a GoHighLevel site still uses the OTTO pixel. If the integration is not connecting as expected, this guide explains what to check and what information to have ready when contacting our support team. ✅ Before You Begin Confirm the following before troubleshooting the connection: - You are using a GHL subaccount API token. Search Atlas requires a subaccount-specific token to publish content. - Your GHL subaccount has website/blog functionality enabled. If blogs are not active on the subaccount, publishing will fail even with a valid token. - You have at least one blog set up inside the GHL subaccount. OTTO needs an existing blog destination to publish to. - Your GHL account is on a plan that supports API access. Check your GHL subscription if you are unsure. ⚠️ Common Things to Check When the Connection Fails - Confirm your API token is from the correct subaccount level: Make sure the token was generated from inside the specific GHL subaccount you want to connect, not from the agency dashboard. - Check whether the blog feature is active on the subaccount: In GHL, blog publishing may need to be enabled at the subaccount level. Confirm the blog section is visible and accessible inside the subaccount. - Confirm at least one blog exists in the subaccount: OTTO requires an existing blog destination. If no blog has been created yet, set one up in GHL before attempting to connect. 📋 What to Have Ready When Escalating If the connection still does not work after checking the above, our support team will need the following details to investigate: - Your Search Atlas project name and the GHL subaccount you are trying to connect - A description of exactly what happens when you attempt to connect (e.g., any error message shown, word for word) - The timestamp of when the issue occurred - Confirmation of whether your GHL plan includes API access If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔧 Fix Recurring Google Integration Disconnections

What Is Happening? Some Search Atlas users experience recurring disconnections with Google Search Console (GSC) and Google Business Profile (GBP) integrations. The connection status may flip between Connected and Not Connected repeatedly, even after attempting to reconnect. This is a known issue that may require backend investigation to resolve fully. Common Triggers While our team investigates, the following are known factors that can contribute to repeated disconnections: - OAuth token expiry or revocation: Google periodically invalidates access tokens, especially if your Google account password changed, two-factor authentication was updated, or third-party app access was revoked in your Google Account settings. - Multiple reconnect attempts in one session: Reconnecting more than once without fully completing the auth flow can corrupt stored credentials, causing the status to flip repeatedly. - Browser or cache interference: Cached sessions, browser extensions, or cookie blockers can interrupt the OAuth handshake mid-flow, leaving the connection in a broken state. - Google Account permissions changed: If the Google Account used to connect lost owner or full access rights to the Search Console property or Business Profile, Search Atlas cannot maintain a valid connection. What You Can Try Before escalating to our team, you may attempt the following general steps: 1. Revoke and re-grant access in your Google Account. Go to myaccount.google.com → Security → Third-party apps with account access, find Search Atlas, and remove it. This clears any corrupted tokens on Google's side. 2. Clear your browser cache and cookies, or open an incognito / private window. Disable any ad-blocker or privacy extensions for the duration of reconnection. 3. In Search Atlas, locate your account integrations settings and find the Google Search Console or Google Business Profile connector. 4. Disconnect the integration completely — do not skip this step even if the status already shows as disconnected. A full disconnect ensures stale credentials are cleared. 5. Reconnect once. Complete the full Google OAuth flow and grant all requested permissions. Do not click the button multiple times — wait for the redirect to complete fully before taking any other action. When the Issue Persists — What to Have Ready If disconnections continue after following the steps above, this issue requires backend investigation by our team. To help us resolve it as quickly as possible, please have the following information ready when you reach out: - The email address of the Google Account used for the integration - The name of the GSC property or Business Profile affected - The approximate date and time the disconnection first occurred or recurred - Any error messages displayed during reconnection attempts If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔑 Fix HighLevel Advanced SEO “Invitation Required” Error

🧭 Overview If HighLevel Advanced SEO shows an Invitation Required error, the issue relates to access through HighLevel Advanced SEO SSO. 🔍 How to Confirm the Issue 1. Open Advanced SEO from the affected HighLevel location. 2. Check whether the Invitation Required error appears. 🛠️ Steps to Resolve the Error 1. If the error appears, contact support for assistance with the HighLevel Advanced SEO SSO invitation. 2. When contacting support, provide the affected HighLevel location name, the exact Invitation Required message, and when the issue occurred. 📋 What Support Will Do Support can review the Invitation Required error and determine the appropriate next step. 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.