Support: Projects, Domains & Account Settings

🛑 Stop False-Positive Domain Verification Emails

What Is Happening? Some customers receive repeated emails warning that their domain is blocked, even though their domain is fully operational and no real issues are present. This is a known false-positive in the domain verification system. The background process that runs periodic domain health checks can, in certain cases, fail to record a completed result — leaving the domain in an unresolved state. The next scheduled check then re-triggers the warning email instead of recognising the domain as healthy. Why Does This Happen? The false-positive emails are caused by an issue in the backend DNS verification worker, not by any actual problem with your domain or DNS configuration. Because the root cause is inside the platform's backend systems, it cannot be resolved through changes on your end. Our engineering team must investigate and clear the verification state directly. What to Have Ready When You Escalate To help our team resolve this as quickly as possible, please have the following information ready before reaching out: - Your domain name — the exact domain that is receiving the false-positive warning emails. - Your project or account name — so our team can locate the correct account record. - A screenshot or copy of the warning email — including any error message or reference code shown in the email. - The approximate date the emails started — this helps our team identify which verification cycle triggered the issue. - Confirmation that your domain is functioning normally — for example, that your site is live and accessible. You do not need to make any changes to your DNS records or domain settings. Our team will handle the fix on the backend once they have confirmed the false-positive state. 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.

🔄 Migrate Your SEO Project to a New Domain

🗺️ Overview If your website has moved to a new domain — or if you need to transfer your SEO project to a different account — you may be wondering whether your existing data, OTTO configurations, and audit history will be preserved. This article explains how domain migrations work in Search Atlas and the steps you need to take to keep your data intact. ⚠️ What Happens If You Simply Change the Domain Yourself Search Atlas projects are tied to the domain you entered when the project was created. If you delete your current project and create a brand-new one under a new domain, all previously collected data will be lost, including: - OTTO SEO configurations and deployed optimisations - Site audit history and resolved issues - Tracked keywords and ranking history - Topical Dominance data and saved page insights - Any project-level notes or saved settings To avoid this, do not delete your existing project before contacting support. ✅ The Correct Way to Migrate Your Project A domain migration in Search Atlas requires a backend update performed by our team. Follow these steps to get started: 1. Do not delete your existing project. Keep it active so our team can access and migrate all associated data. 2. Confirm your new domain is live and fully accessible before submitting your migration request. 3. Gather the following information before contacting support: - Your current (old) domain URL - Your new domain URL - The Search Atlas account email associated with the project - If migrating between accounts: both the source and destination account details 4. Contact our support team with the details above so they can perform the backend migration on your behalf. 📋 What Our Team Will Do Because an existing OTTO project's domain cannot be edited in place, migration requires creating a new OTTO project for the new domain and installing its pixel. Our team can advise on your specific situation before you make changes. 💡 Tips Before You Migrate - Make sure your new domain is fully live and accessible before reaching out. - Do not delete your existing project — this is the most common mistake and results in permanent data loss. - Have your old domain URL, new domain URL, and account email ready to share with support so the process can begin 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.

🔄 How to Request a Cross-Account Project Migration

🗺️ Overview If you need to move a project — including all associated tools and data such as OTTO SEO, Content Genius, Authority Building, Local SEO, Brand Vault, and Knowledge Graph — from one Search Atlas account to another, this is not something you can do yourself through the platform interface. Cross-account project migrations require action from the Search Atlas engineering team. This article explains what to expect, how to prepare, and how to request the migration so it is completed as smoothly and quickly as possible. ⚠️ Important: Prepare the Destination Account First Before submitting your migration request, you must take one critical step to avoid conflicts during the transfer: 1. Delete any existing version of the project from the destination account. If the same domain or project already exists in the account you are migrating into, it will cause a conflict that can block or delay the migration. Remove it first, then submit your request. If you are unsure whether a duplicate project exists, review your project list in the destination account before proceeding. 📋 What Information to Have Ready To process your migration request efficiently, the support team will need the following details. Gather these before reaching out: - The domain or project name to be migrated (for example, vancouvergranite.com) - The source account — the account ID or email address the project is currently in - The destination account — the account ID or email address you want the project moved into - A list of tools and data to include in the migration (for example: OTTO SEO, Content Genius, Authority Building, Local SEO, Brand Vault, Knowledge Graph) 🛠️ How the Migration Process Works Cross-account migrations are handled entirely by the Search Atlas engineering team. Here is what happens after you submit your request: 1. A support agent receives your request and reviews the details you have provided. 2. The request is escalated to the specialized engineering team responsible for project and OTTO migrations. 3. Engineering performs the full migration, transferring the project and all associated tool data to the destination account. 4. You are notified once the migration is complete and the fix is live in your account. Migration timelines can vary depending on the complexity of the project and the engineering team's queue. The process may take more than one business day for large or multi-tool projects. 💡 Tips to Avoid Common Issues - Delete the duplicate project first. As noted above, any existing copy of the project in the destination account must be removed before migration begins. - Be specific about what needs to move. The more clearly you list the tools and data you need migrated, the faster engineering can act. - Do not recreate the project manually in the destination account after submitting your request. Wait for engineering to confirm the migration is complete before making changes. - Check both accounts after migration is confirmed. Verify that all tool data — including OTTO settings, local SEO data, and content — has transferred correctly to the destination account. 🤝 How to Submit Your Migration Request Because this process requires engineering involvement, there is no self-serve option in the platform at this time. To get started, contact the support team directly through the platform chat. 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 open the chat, include all the details listed in the What Information to Have Ready section above so your request can be escalated to engineering without delays.

🛠️ Fix "Website Already Exists" Error When Creating a Project

🔍 What Is This Error? When you try to create a new project in Search Atlas, you may see an error indicating that the domain you entered is already in use. This means the domain is already associated with an existing project in your account. 💡 Why Does This Happen? Search Atlas links each domain to a single project at a time to keep your data organized and accurate. This error is typically triggered because the domain was previously added to a project that still exists in your account. 🛠️ How to Resolve the Error 1. Check your existing projects. Look through your projects list for any project already using the domain you are trying to add. 2. Review the existing project. If you find a project with that domain, review its settings and data before taking any action. 3. Update the existing project instead of creating a new one. If the existing project contains useful data, consider continuing to use it rather than creating a duplicate. You can rename it or adjust its settings without losing history. 4. Delete the existing project if it is no longer needed. If the old project is outdated or was created by mistake, delete it through the project's settings. Once removed, you will be able to create a new project with the same domain. 5. Re-create your project. After the old project is deleted, return to your projects list and create a new project using the domain. ⚠️ Important Things to Know Before Deleting - Deleting a project is permanent — all associated data, reports, and history will be lost. - If you are on a shared workspace, confirm with your team before deleting a project someone else may be using. - If you are unsure whether the existing project belongs to your account or another, do not delete it without checking first. 📋 Quick Checklist - Searched existing projects for the domain ✓ - Confirmed the duplicate project is safe to delete ✓ - Created the new project after the old one was removed ✓ 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 Display Issues in Your Projects Section

🔍 Overview Some customers notice unexpected content, overlapping elements, or unusual behaviour when clicking on the Projects section of their account. This article walks you through the most common causes and the steps you can take to resolve them quickly. ⚙️ Common Causes of Projects Display Issues UI display problems in the Projects section are usually caused by one of the following: - Cached browser data — outdated files stored in your browser can cause the interface to render incorrectly. - Browser extensions — ad blockers, script blockers, or other extensions may interfere with how the platform loads. - Unsupported or outdated browser — the platform works best on the latest versions of Chrome, Firefox, Edge, or Safari. - Temporary session error — a interrupted login session can occasionally cause elements to display out of place. - Account or project configuration — in some cases, a specific project setting or permission level may trigger unexpected display behaviour. 🚀 Step-by-Step Troubleshooting Follow these steps in order. Most display issues are resolved within the first few steps. 1. Hard refresh the page. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force the browser to reload the page without using cached files. 2. Clear your browser cache and cookies. Go to your browser settings, clear all cached images, files, and cookies, then reload the platform. 3. Disable browser extensions. Temporarily turn off any extensions — especially ad blockers or script managers — and check if the issue persists. 4. Try a different browser or an incognito/private window. This rules out browser-specific conflicts. If the Projects section displays correctly in a private window, a browser extension or cached data is likely the cause. 5. Log out and log back in. Sign out of your Search Atlas account, close the tab, reopen the platform, and sign in again to start a fresh session. 6. Check on a different device. If possible, access your account from another computer or device to determine whether the issue is device-specific. 📊 Checking Your Project Settings If the display issue is limited to a specific project, it may be related to how that project is configured. To review your project settings: 1. Navigate to the Projects section from your main dashboard. 2. Click on the affected project to open it. 3. Review the project details, including any assigned team members or connected domains, for anything that looks incomplete or misconfigured. 4. If a project appears duplicated, blank, or showing data from a different project, note the project name and the exact behaviour you are seeing before reaching out for support. 👥 Reviewing Team Member Access Display discrepancies can sometimes occur when account permissions are inconsistent across team members. To check your team settings, click your avatar in the top-right corner of the platform and select Team Members, or navigate directly to /settings. Confirm that roles and project access are configured as intended for each user. 💡 When to Contact Support If you have completed all the steps above and the issue is still present, our support team can investigate your specific account and project configuration directly. 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. To help us resolve your issue as quickly as possible, please have the following ready before reaching out: - The name of the affected project - A description of what you see when clicking on Projects (e.g. blank screen, duplicate entries, wrong data) - The browser and device you are using - A screenshot or screen recording of the issue, if possible

🔧 Fix Domain Migration and Project Creation Errors

🗺️ Overview When migrating a website from one domain version to another — for example, from www.ideation-digital.com to ideation-digital.com — you may run into two common issues in Search Atlas: DNS or redirect conflicts between domain variants, and a 'website exists' error when trying to create a new project. This article walks you through both problems and how to resolve them. 🔍 Understanding Domain Variants Search Atlas treats different versions of a domain as distinct entries. The following are all considered separate domains: - www.ideation-digital.com (www version) - ideation-digital.com (non-www version) - http://ideation-digital.com (non-secure) - https://ideation-digital.com (secure) If your website redirects from one version to another (for example, www redirects to non-www), Search Atlas needs to track the canonical version — the final destination URL that your server resolves to. Using the wrong variant as your project domain is the most common cause of data discrepancies and project creation errors. ✅ Step 1 — Identify Your Canonical Domain Before making any changes in Search Atlas, confirm which domain version your site actually uses: 1. Open a browser and type your domain with the www prefix (e.g., www.ideation-digital.com). 2. Watch the address bar after the page loads. If the URL changes to ideation-digital.com (without www), that is your canonical domain. 3. You can also use a redirect-checking tool such as httpstatus.io to trace the full redirect chain and confirm the final URL. Make a note of the exact canonical domain — including whether it uses http or https — before proceeding. ⚙️ Step 2 — Update Your Existing Project Domain If you already have a project set up with the wrong domain variant, update it rather than deleting and recreating it. This preserves your historical data. 1. In the left sidebar, click Site Metrics. 2. Locate your existing project in the list. 3. Click the settings or edit icon next to the project. 4. Update the domain field to your canonical domain (e.g., change www.ideation-digital.com to ideation-digital.com). 5. Save the changes. Search Atlas will begin pulling data for the updated domain. Allow up to 24 hours for metrics to refresh fully. 🚫 Step 3 — Resolve the 'Website Exists' Error If you try to create a new project and see a 'website exists' error, it means a project using that domain (or a variant of it) is already registered in your account — or in another account on the platform. Here is how to resolve it: 1. Go to Left sidebar → Site Metrics and review your full project list. 2. Look for any project using the same domain, including www and non-www versions, or http and https versions. 3. If you find a duplicate project you no longer need, delete it first, then try creating the new project again. 4. If you do not see a duplicate but the error persists, the domain may be registered under a different workspace or account. Check any other Search Atlas accounts you have access to. 5. Once the conflicting project is removed, create your new project using the confirmed canonical domain from Step 1. 💡 Best Practices for Domain Setup - Always use the final redirect destination as your project domain — not the version that redirects away. - Use https if your site has an SSL certificate (most modern sites do). - Avoid creating multiple projects for the same domain. Update the existing project instead. - If you are migrating to a completely new domain (e.g., from old-brand.com to new-brand.com), create a fresh project for the new domain and archive or delete the old one. 🛠️ Still Seeing Issues? If you have followed all the steps above and are still unable to update your domain or create a project, there may be a platform-level conflict that requires manual review. 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.

⚡ Consolidating or Merging Search Atlas Projects

Overview Search Atlas does not currently support a one-click merge or direct combination of two separate projects. If you need to consolidate data from multiple projects into one, you will need to do so manually. This article explains what to prepare and how to approach the process. Why Direct Merging Is Not Supported Each Search Atlas project is treated as an independent workspace. Because of this, a native merge feature is not available at this time. Consolidation must be done by manually re-adding or transferring data from your secondary project into your primary project. Before You Begin: What to Gather Before attempting any consolidation — or if you need to escalate to our team — have the following ready: - The names of both projects you want to consolidate, as they appear in your account. - The primary domain for each project — confirm which will become your single source of truth. - A list of features and data active in both projects (e.g., tracked keywords, competitor comparisons, local SEO assets) so you know what needs to be transferred. - Your rank history preference — decide which project's historical data you want to preserve, since history from the secondary project cannot be automatically carried over. - Team member access details — confirm who has edit permissions on both projects before making changes. General Consolidation Approach Because there is no automated merge tool, the general workflow is: 1. Identify your primary project — the one you will keep and work from going forward. 2. Note all data and settings in your secondary project that you want to retain, including tracked keywords, competitor comparisons, local SEO details, keyword groupings, and any custom configurations. 3. Manually re-add that data into your primary project — go into the relevant sections of your primary project and recreate or re-enter the data from your secondary project. 4. Recreate any settings or configurations from the secondary project that cannot be transferred, such as tracked keyword groupings, local SEO details, or custom tags. 5. Verify your primary project has all the data you need before deleting or archiving the secondary project. Note that historical rank tracking data from the secondary project cannot be merged into the primary project's history. Only data that you manually re-enter will carry over. When to Contact Support If you are unsure how to transfer a specific type of data between projects, or if you encounter any issues during the consolidation process, our team can guide you through the steps specific to your account setup. Please have both project names and a description of the data you are trying to consolidate ready before reaching out. 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.

🔄 Replace an SEO Project Domain Without Losing Data

🗺️ Overview Sometimes you need to move an SEO project to a new domain — whether you're rebranding, migrating a site, or correcting an initial setup error. Search Atlas does not allow you to directly overwrite an existing project's domain, but this guide walks you through the safest approach to make the switch while preserving as much of your data as possible. ⚠️ What Happens to Your Data Before you begin, it's important to understand how data is stored in Search Atlas: - Keyword rankings, tracked keywords, and rank history are tied to the specific domain in your project. These cannot be automatically transferred to a new domain. - Backlink data, site audit results, and reports are also domain-specific and will not carry over automatically. - Project settings, notes, and configurations (such as target location, language, and competitors) can be manually re-applied to a new project. Because of this, the recommended workflow is to export your key data before making any changes, then set up a new project for the new domain. 📋 Step 1 — Export Your Existing Project Data Before touching anything, export the data you want to preserve from your current project: 1. Open your existing SEO project in Search Atlas. 2. Navigate to the Rank Tracker and export your tracked keyword list and ranking history using the export or download option. 3. Go to the Site Auditor and download any audit reports you want to reference later. 4. Visit the Backlink Analyzer and export your backlink profile if needed. 5. Take note of your project settings: target country, city, language, search engine, and any competitors you've been tracking. Save all exported files in an organised folder so they're easy to reference when setting up your new project. ➕ Step 2 — Create a New Project for the New Domain Once your data is safely exported, create a fresh project for the new domain: 1. From the Search Atlas dashboard, navigate to Home → Create Project. 2. Enter your new domain name and fill in all relevant settings (location, language, competitors) using the notes you saved in Step 1. 3. Save the project to initialise data collection for the new domain. 📥 Step 3 — Re-import Your Keywords To restore your tracked keywords in the new project: 1. Open the Rank Tracker inside your new project. 2. Use the Import Keywords option to upload the keyword list you exported from the old project. 3. Confirm the import and allow Search Atlas to begin tracking rankings for those keywords on the new domain. Note that historical ranking data from the old domain cannot be migrated — the new project will start building fresh ranking history from the date of import. 🗑️ Step 4 — Archive or Delete the Old Project Once your new project is set up and tracking correctly, decide what to do with the old project: - Archive it if you may need to reference its historical data in the future. - Delete it if you're certain you no longer need it and want to free up a project slot. To delete a project, go to your project settings, scroll to the bottom, and select Delete Project. This action is permanent, so make sure your exports are complete before proceeding. 💡 Tips for a Smooth Transition - Run a fresh site audit on the new domain immediately after creating the project to establish a baseline. - Re-add the same competitors you were tracking in the old project so your competitive data stays consistent. - If you use Search Atlas reports to share progress with clients, update any saved report templates with the new project's data source. - Allow 24–48 hours for initial ranking data to populate in the new project before drawing conclusions. 🆘 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.

📋 Check Your Specialty Team Update Status

🔍 What Is a Specialty Team Request? When your project requires hands-on work beyond standard platform features — such as content production, link building, or technical SEO tasks — your request may be assigned to a specialty team. These teams work behind the scenes to complete deliverables on your behalf. Understanding how to check the status of these requests helps you stay informed and reduces wait time for updates. 📊 Where to Find Your Request Status Search Atlas surfaces task and order progress directly inside the platform. To check the current status of a specialty team request: 1. Log in to your Search Atlas account. 2. Navigate to the relevant section for your request — for example, Dashboard, Orders, or the specific tool tied to your task (such as Content, Authority (Press Releases, incl. Link Building Exchange), or OTTO SEO → Site Audit). 3. Locate the task or order in question. Each item displays a status label that reflects its current stage (e.g., Pending, In Progress, Under Review, Completed). 4. Click on the task or order to open the detail view and see any available notes or progress updates. ⏱️ Typical Status Stages Explained Specialty team tasks move through a defined workflow. Here is what each common status means: - Pending: Your request has been received and is queued for assignment. - In Progress: A specialist is actively working on your task. - Under Review: The completed work is being reviewed internally for quality before delivery. - Completed: Your deliverable is ready and available in the platform. - On Hold: Additional information may be needed from you, or the task is paused temporarily. 💡 Tips for Faster Updates To help your specialty team requests move smoothly and avoid unnecessary delays: - Ensure all required details were submitted when the request was created. Incomplete briefs are a common cause of delays. - Check your Home notifications regularly — the platform sends alerts when a status changes or when action is required from you. - If your request shows On Hold, review any notes attached to the task and respond promptly with the requested information. - Avoid submitting duplicate requests for the same task, as this can cause confusion and slow processing. 🛠️ When to Escalate to the Support Team Most status updates are visible directly in the platform. However, you should reach out for live support if: - Your task has shown no status change for an extended period and you have not received any communication. - You believe there is an error or discrepancy in the status shown. - You need clarification on a deliverable that has been marked Completed but appears incomplete. - You submitted a request and it does not appear anywhere in your account. 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 Domain Processing Failures Caused by Browser Cache

🔍 Overview If your website domain is failing to process inside Search Atlas, the issue may not be with the platform itself — it can often be traced back to stale or corrupted data stored in your browser's cache. This article walks you through how to identify and fix the problem quickly. ⚠️ Symptoms of This Issue - Your domain appears stuck on "processing" and never completes. - You see an error message when adding or verifying a domain in Search Atlas. - The same domain processes successfully in a different browser or device. - Reloading the page does not resolve the problem. 💡 Why This Happens Your browser stores temporary files, cookies, and cached data to help pages load faster. Over time, this stored data can become outdated or corrupted. When Search Atlas tries to process a domain, your browser may serve old, conflicting data instead of sending a fresh request to our servers — causing the processing step to fail or stall. 🛠️ How to Fix It Follow these steps to clear your browser cache and retry the domain processing: 1. Open your browser settings. In most browsers, you can do this by pressing Ctrl + Shift + Delete on Windows or Cmd + Shift + Delete on Mac. 2. Select the correct time range. Choose All time to make sure all relevant cached data is removed. 3. Check the right boxes. Make sure at minimum the following are selected: Cached images and files, Cookies and other site data. 4. Clear the data. Click the confirm or clear button to complete the process. 5. Close and reopen your browser. Fully quit the browser — do not just close the tab — then reopen it. 6. Log back in to Search Atlas. Go to app.searchatlas.com, sign in with your credentials, and navigate back to your domain settings. 7. Retry the domain processing. Attempt to add or process your domain again. ✅ Additional Troubleshooting Steps If clearing your cache does not resolve the issue, try the following: - Use a different browser. Test the domain processing in an alternative browser such as Chrome, Firefox, Edge, or Safari to determine if the problem is browser-specific. - Disable browser extensions. Ad blockers, privacy tools, or VPN extensions can sometimes interfere with platform requests. Try disabling them temporarily and retry. - Use an incognito or private window. This loads the platform without any cached data or active extensions, which helps isolate the cause. - Check your internet connection. An unstable connection can interrupt the processing request. Switch networks if possible and try again. 🙋 Still Having Trouble? If you have followed all of the steps above and domain processing is still failing, our support team is ready to 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.

🌍 Verify and Troubleshoot Geo-Targeting Configuration

🎯 Overview If you're seeing traffic from regions you didn't target, the issue is usually one of two things: a misconfigured geo-targeting setting in your project, or bot and crawler activity being counted in your analytics. This guide helps you identify which problem you're facing and resolve it. 🔍 Step 1: Check Your Project Geo-Targeting Settings First, verify that your geo-targeting configuration matches your intended audience. In your Search Atlas project settings, review which countries or regions are currently selected as your targets. Confirm that only your intended markets (for example, United Kingdom) are active. If you see unexpected regions listed, remove them and save your changes. If you are unsure where to find your geo-targeting options or cannot locate the relevant settings in your project, please reach out to our support team — they can verify your current configuration and correct it on your behalf. 🤖 Step 2: Distinguish Bot Traffic from Geo-Targeting Issues Unexpected traffic from regions such as China or Singapore often signals bot or crawler activity rather than misconfigured targeting. Use these checks to confirm: - Check traffic source: Review the referrer data for the suspicious traffic. Legitimate visitors arrive from search engines, direct URLs, or referral sites. Bots often show no referrer or a generic crawler identifier. - Look for engagement metrics: Bot traffic typically has zero pages per session, zero time on page, and a 100% bounce rate. Real users show varied engagement patterns. - Review device and browser data: Bots often appear as headless browsers or unknown device types. Real traffic includes standard browsers like Chrome, Safari, or Firefox on recognisable devices. - Compare spike timing: If traffic spiked suddenly on a specific date, check whether it correlates with a recent content update, backlink acquisition, or PR event. Legitimate traffic spikes follow such events; bot spikes are often random and unrelated to your activity. 📊 Step 3: Report Suspected Bot Traffic for Review If you have confirmed that the suspicious traffic appears to be bot or crawler activity, escalate it to our support team so they can investigate and apply the appropriate filtering or exclusions on your project. To help them resolve this quickly, have the following ready: - Your project name and URL - The specific regions or countries generating the unexpected traffic - The approximate date the traffic spike began - Any patterns you noticed (referrer data, device types, engagement metrics) Our team will review the traffic data and advise on the correct next steps, including whether any backend filtering needs to be applied. 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.

📧 Change Your Main Account Email Address

📋 Overview Your main account email address is used for billing, login, and all platform communications. Because this change must be applied across multiple systems simultaneously, it cannot be completed self-serve — you must contact the Search Atlas support team to make the update on your behalf. 🛠️ How to Request an Email Address Change 1. Prepare your request. Have both your current account email address and the new email address you want to use ready before contacting support. 2. Verify your identity. The support team will ask you to confirm details tied to your account before making any changes. This is a required security step. 3. Wait for confirmation. Once your identity is verified, the team will update your email address across billing, your account profile, and contact records. You will receive confirmation when the change is complete. 🔑 What to Do If You Cannot Log In After the Change After your email is updated, your saved password may no longer work with the new email address. If you experience a login mismatch, follow these steps: 1. Go to the Search Atlas login page. 2. Select the option to reset your password. 3. Check the inbox of your new email address for the password reset link. 4. Follow the link to set a new password and complete your login. This resolves the mismatch and restores full access to your account. ❓ Frequently Asked Questions - Can I change my email address myself in the platform settings? No. Main account email changes must be processed by the support team to ensure your billing, login, and contact records all stay in sync. - Will my subscription or billing history be affected? No. Your subscription and billing history remain intact after the email update. - How long does the change take? In most cases, the update is completed during the same support conversation once your identity is confirmed. 💬 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. Additional Notes Self-service path: add new email as a Team Member (avatar > Team Members), accept invite, confirm access, then remove old email. Requires at least one open seat. Complete the invite acceptance BEFORE removing the old email to avoid losing access.

🛠️ Diagnose and Fix Technical Account Issues

🔍 Overview Experiencing a technical issue in Search Atlas can be frustrating, especially when it's not clear what's causing it. This article walks you through a structured diagnostic process so you can pinpoint the problem quickly and either resolve it yourself or get targeted help from our team. ⚙️ Step 1: Identify the Exact Symptom Before troubleshooting, clearly define what is not working. Ask yourself: - What feature or page is affected? (e.g., a specific report, account settings, or a tool you rely on) - What did you expect to happen? - What actually happened? (error message, blank screen, incorrect data, slow loading) - When did it start? (after a specific action, after a certain date) Having clear answers to these questions will dramatically speed up diagnosis — both for your own troubleshooting and if you need to contact support. 🌐 Step 2: Run Basic Browser Checks Many technical issues are caused by the browser environment rather than the platform itself. Work through these checks first: 1. Hard refresh the page — Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to clear the cached version of the page. 2. Clear your browser cache and cookies — Stale cache data is one of the most common causes of display and loading issues. 3. Disable browser extensions — Ad blockers, VPNs, and script blockers can interfere with platform functionality. Test in a clean browser session. 4. Try a different browser — Open Search Atlas in an alternative browser (Chrome, Firefox, Edge, Safari) to rule out browser-specific conflicts. 5. Try an incognito or private window — This bypasses most extensions and cached data in one step. 👤 Step 3: Check Your Account and Permissions Some issues are tied to account-level settings rather than the platform itself. - Verify your role and permissions — Check your account settings to confirm your role has access to the feature you're trying to use. - Check your subscription plan — Certain features are only available on specific plans. Review your current plan details under the top-right avatar → Billing (Plans & Top-ups tab) to ensure the feature is included. - Confirm you're in the correct workspace — If your account has multiple workspaces, make sure you're working inside the right one. 🚀 Step 4: Test the Specific Feature If the issue is with a specific tool, isolate it by navigating directly to that feature from the main menu and testing it in isolation. Note whether the problem occurs consistently or only under certain conditions (e.g., with a specific project, a particular data set, or after a certain action). 📋 Step 5: Gather Information Before Escalating If the steps above do not resolve your issue, collect the following details before reaching out to support — this will help our team investigate quickly: - Your account or workspace name - The exact feature or page affected - The exact error message, if one appears (a screenshot is ideal) - The date and time the issue first occurred - The browser and operating system you are using - Whether the issue occurs in other browsers or incognito mode 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.

📧 Lead Notification Emails Missing Form Fields

🔍 Overview If you have set up custom recipient email addresses for lead notifications — for example, forwarding submissions to a client — you may notice that certain form fields (such as the type of service requested or the description a prospect filled in) are missing from the email body. You may also find that the link to view the full submission does not appear in emails sent to those custom recipients. This article explains why this happens and what has been done to resolve it. ⚙️ Why This Happens Lead notification emails were originally designed so that only the first two fields from a form submission are included in the email body. Any additional fields — regardless of how important they are to your workflow — were not carried through to the notification email. In addition, the View Full Submission link was only included in the email sent to you as the account owner. Custom recipients added to receive lead notifications did not receive this link, meaning they had no direct way to access the complete submission details. This was a platform-level limitation, not a configuration error on your account. It affected all custom recipient email addresses set up within the lead capture and notification system. ✅ What Has Been Fixed Our engineering team has addressed this issue. The resolution involved two specific improvements: - All form fields are now included in the email body of lead notifications, so recipients see the complete submission — including fields like type of service needed and any description the prospect provided. - The View Full Submission link is now available to custom recipients, not just the account owner, so everyone receiving a lead notification can access the full submission directly. If you were affected by this issue, your lead notification emails should now display all submitted fields and include the full submission link for every configured recipient. 🛠️ What You Should Do Now 1. Ask a prospect or a test contact to submit a form through your lead capture widget to generate a new notification email. 2. Check the inbox of each custom recipient address you have configured to confirm they now receive all form fields and the submission link. 3. If you are the account owner, verify that your own notification email is also complete and consistent with what custom recipients receive. 4. If any fields are still missing after a new test submission, note the specific field names and the recipient email address that did not receive them, then contact support using the instructions below. 💡 Tips for Custom Lead Notification Recipients - Only newly generated submissions (submitted after the fix was deployed) will reflect the updated email format. Older notification emails will not be retroactively updated. - If you manage multiple projects, test a form submission on each project that uses a custom recipient address, as settings can differ per project. - Ensure that custom recipient email addresses are correctly saved in your project settings to avoid notifications going to the wrong inbox. 🆘 Still Seeing Missing Fields? If you have tested with a new submission and fields are still absent from notification emails sent to custom recipients, the issue may be specific to your account 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.

🗑️ How to Delete Your Account and Unsubscribe from Emails

📋 Overview If you no longer wish to use Search Atlas, you can request to have your account permanently deleted and your data removed from our system. You can also request to be unsubscribed from all marketing and notification emails. These actions are handled by our internal team upon request and cannot be completed through a self-serve button at this time. 📧 Unsubscribing from Emails If you are receiving emails from Search Atlas and want to stop all communications, follow these steps: 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a member of our support team. 3. Let the agent know you would like to be unsubscribed from all Search Atlas emails and confirm the email address you want removed. Our team will escalate your request to the appropriate internal team and confirm once your email address has been unsubscribed. Note: We are aware that some emails may not include a working unsubscribe link, and that some unsubscribe links have redirected to unintended pages. Our engineering team is actively working on improvements, including a dedicated unsubscribe page. In the meantime, contacting support directly is the fastest and most reliable way to be removed from all communications. 🗑️ Requesting Account Deletion and Data Removal If you want your account and all associated personal data permanently deleted from our system, our support team can process this on your behalf. Here is what to expect: 1. Open the chat widget in the bottom-right corner of the platform and type human teammate. 2. Tell the agent you are requesting full account deletion and removal of all your data. 3. Confirm the email address linked to your account so the team can locate it quickly. 4. Our team will escalate your request to a specialized internal team. 5. Once your account and data have been removed, you will receive confirmation that your information is no longer in our system. Important: Account deletion is permanent and cannot be undone. Make sure you have saved or exported any data you need before submitting your request. ⚠️ Things to Know Before Requesting Deletion - You do not need an active paid subscription to request account deletion. Our team can process the request regardless of your billing status. - Deletion covers your account details and personal data stored in our system. - The process requires escalation to an internal team, but confirmations are typically sent promptly once the action is completed. - If you also want to unsubscribe from emails, mention this in the same support conversation to handle both requests at once. 💬 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.

🔄 Why Deleted Projects Keep Reappearing on Your Dashboard

🧭 Overview If you delete a project from your Home dashboard but it keeps coming back, the cause is almost always a saved project inside Site Explorer. Search Atlas automatically re-creates Home dashboard projects from any domain saved in Site Explorer. Until you remove the domain there, the project will continue to reappear. 🔗 How Site Explorer and Your Home Dashboard Are Linked Search Atlas connects your Home dashboard directly to Site Explorer. Here is what happens behind the scenes: - When you save or track a domain inside Site Explorer, Search Atlas automatically adds that domain as a project on your Home dashboard. - If you delete the project from the Home dashboard but the domain remains saved in Site Explorer, the platform will regenerate the project the next time the dashboard refreshes. - To permanently remove a project from the Home dashboard, you must remove the domain from Site Explorer first. 🗑️ How to Permanently Remove a Reappearing Project Follow these steps to stop a project from reappearing on your Home dashboard. 1. In the left sidebar, go to Site Metrics → Site Explorer. This opens the saved-projects list at /site-explorer/list. 2. Find the domain that matches the project reappearing on your Home dashboard. 3. Click the options menu (three dots) next to that domain. 4. Select Delete or Remove to permanently remove the domain from Site Explorer. 5. Return to your Home dashboard. The project will no longer reappear. Important: Deleting a domain from Site Explorer will also remove any historical data, tracked keywords, and saved settings associated with that domain inside Site Explorer. Make sure you no longer need that data before proceeding. 💡 When You Want to Keep Site Explorer Data but Hide the Dashboard Project If you still want to track the domain inside Site Explorer but do not want it cluttering your Home dashboard, do not delete it from Site Explorer. Instead: - On your Home dashboard, look for a Hide or Archive option on the project card. This removes it from your dashboard view without deleting the underlying Site Explorer data. - If no Hide option is available for your plan, the only way to prevent regeneration is to remove the domain from Site Explorer entirely. ❓ Frequently Asked Questions Why does the project come back after I delete it from the Home dashboard? Deleting a project from the Home dashboard only removes the dashboard card. It does not remove the saved domain in Site Explorer. The platform regenerates the project automatically from Site Explorer on the next refresh. Will I lose my keyword rankings or Site Explorer history if I delete the domain? Yes. Removing a domain from Site Explorer permanently deletes all associated data for that domain, including Rank Tracker keywords and any saved reports. Export any data you need before deleting. I deleted the domain from Site Explorer but the project still shows on my dashboard. What should I do? Try a hard refresh of your browser (Ctrl + Shift + R on Windows or Cmd + Shift + R on Mac). If the project still appears after refreshing, contact our support team using the instructions below. 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.

🗑️ Permanently Delete a Project in Search Atlas

🔍 Overview Deleting a project in Search Atlas permanently removes it and all associated data from your account. This action cannot be undone, so it is important to review what will be lost before proceeding. ⚠️ Before You Delete Keep the following in mind before permanently deleting a project: - All data is permanently lost. Tracked keywords, rank history, reports, and settings tied to the project will be deleted and cannot be recovered. - The action is irreversible. There is no archive or recycle bin — once deleted, the project is gone. - Consider alternatives. If you only need to pause tracking or free up a project slot temporarily, check whether pausing or reassigning the project is an option instead. 🗂️ How to Delete a Project To delete a project, navigate to your list of projects within Search Atlas. Locate the project you want to remove, open its settings or options menu, and look for the option to delete the project. You will typically be shown a confirmation prompt before the deletion is finalized — read the warning carefully before confirming, as the action cannot be undone. If you are looking to remove a Local (Google Business Profile) project, navigate to your Local or GBP projects section, find the relevant project, and follow the same process of accessing its options and selecting the delete action. If you are unsure where to find these options in the current version of the platform, our support team can walk you through the exact steps for your account. ✅ After Deletion Once a project is deleted, you will notice the following: - The project no longer appears in your project lists. - Any project slot previously used by the deleted project may become available for a new project, depending on your plan. - Historical data, tracked keywords, and reports for the deleted project are no longer accessible. 💬 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.

🚫 Deactivated Users Still Receiving Emails or Missing VIP Summit Recordings

Why This Happens Deactivating a team member in Search Atlas removes their platform access, but it does not automatically stop all emails or resolve access issues tied to their account. Two related problems may occur: - A deactivated user continues to receive emails (such as reports, alerts, or digests) - A user is missing VIP summit recordings they expected to have access to Both of these issues require review by our support team, as the underlying cause and the correct fix depend on your specific account configuration and cannot be resolved through a standard self-serve workflow at this time. What to Have Ready When You Contact Support To help our team resolve your issue as quickly as possible, please gather the following information before reaching out: For deactivated users still receiving emails: - The deactivated user's email address - The type of emails they are still receiving (e.g. scheduled reports, alert notifications, digest emails) - The project name(s) or workspace(s) the emails appear to be associated with - Approximate date when the issue started or was first noticed For missing VIP summit recordings: - The affected user's email address - The name or date of the VIP summit in question - A description of what is missing or inaccessible (e.g. specific session titles, entire recording library) - Any error messages encountered when attempting to access the recordings What Happens Next Once you contact our support team with the details above, a team member will review your account settings, identify the source of the ongoing emails or access issue, and apply the necessary fix on the backend. You do not need to make any changes to your account settings before reaching out, as unsupported changes could make it harder to diagnose the root cause. 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.

🔄 Reset Project Data After Website Rebuild or Migration

🧭 Overview When you rebuild your website, switch themes, or migrate to a new platform (such as moving to a new Shopify theme), Search Atlas may continue surfacing SEO issues tied to your old site structure. This happens because your project is still linked to the previous website configuration. This article explains how to reset your project data so it accurately reflects your new site. ⚠️ Why Old SEO Issues Keep Appearing Search Atlas stores a snapshot of your website's structure, pages, and technical SEO data when a project is first crawled and connected. After a major rebuild or theme migration, this stored data becomes outdated. Common symptoms include: - SEO issues flagged for pages that no longer exist - Missing recommendations for new pages added during the rebuild - OTTO continuing to reference your old WordPress setup after migrating away - Audit scores that do not reflect your current site 🛠️ Step 1 — Disconnect Your Old Site Connection If your project was previously connected to a WordPress site and you have since migrated away, the WordPress link must be cleared before new data can be pulled correctly. 1. Log in to your Search Atlas account. 2. Navigate to the project affected by the migration. 3. Open OTTO SEO for that project. 4. Go to the project settings and look for the connected site or WordPress integration. 5. Select the option to disconnect or unlink the existing site connection. If you do not see a disconnect option, or if your project is one of the cases where the WordPress link is stuck, contact support using the chat widget (see the end of this article). Our team can manually unlink the old connection on your behalf. 🔍 Step 2 — Re-Crawl Your Website Once the old connection is cleared, trigger a fresh crawl so Search Atlas can index your rebuilt site from scratch. 1. From the left sidebar, go to Website Studio (or navigate to /website-studio). 2. Select your project from the project list. 3. Locate the Crawl or Re-crawl Site option within the project settings. 4. Confirm the crawl. Depending on your site size, this may take a few minutes to complete. Once the crawl finishes, Search Atlas will display SEO data based on your current site structure, not your previous theme or build. 📊 Step 3 — Review and Re-Activate OTTO After the re-crawl is complete, review your OTTO SEO recommendations to ensure they reflect your new site. 1. Open OTTO SEO for the project. 2. Check that the connected domain matches your live, rebuilt website. 3. Review the updated list of SEO tasks and deploy fixes that apply to your new theme or structure. 4. Dismiss or archive any tasks that were carried over from the old site if they no longer apply. Note: If OTTO is still showing tasks from your old site after the re-crawl, try deactivating and reactivating OTTO on the project to force a full refresh of its task list. 💡 Tips for a Smooth Reset - Do this after your new theme or site is fully live — crawling a site that is still mid-migration may produce inaccurate results. - Check your sitemap — make sure your new site has an updated sitemap submitted so the crawler picks up all new pages. - Allow up to 24 hours for all metrics and scores to fully update across your dashboard after a re-crawl. - Shopify users: If you switched to a new Shopify theme that significantly changed your URL structure, treat this as a full site migration and follow all steps above from the beginning. 🙋 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛠️ Fix Platform Loading and Account Data Issues

🔍 Overview If pages are failing to load, dropdowns are unresponsive, or your purchased data — such as links, reports, or project history — appears missing, this guide walks you through recommended steps to restore normal platform behaviour. These issues are generally related to platform loading problems or account data integrity and typically require our team to investigate on the backend. ⚡ Step 1: Perform a Hard Refresh and Clear Your Cache A corrupted browser cache is a common cause of loading failures. Follow these steps before anything else: 1. Force a hard refresh using your browser's keyboard shortcut for a full page reload. 2. If the issue persists, open your browser settings and clear cached data and cookies for the Search Atlas domain. 3. Reload the page after clearing the cache. If you use browser extensions such as ad blockers or privacy tools, temporarily disable them — they can interfere with page loading and rendering. 🌐 Step 2: Try a Different Browser or Incognito Window Browser-specific conflicts can prevent elements from loading correctly. To isolate the cause: - Open Search Atlas in a private or incognito window using the same browser. - If that works, try a different browser entirely (e.g. Chrome, Firefox, or Edge). - If the platform loads correctly in a clean environment, the issue is browser-side and clearing your cache in Step 1 should help resolve it. 🔄 Step 3: Log Out and Log Back In An expired or corrupted session can cause dropdowns and page sections to fail silently. To reset your session: 1. Log out of your Search Atlas account. 2. Wait a moment, then log back in with your credentials. 3. Navigate to the affected area and check whether it now loads correctly. 📊 Step 4: Check Whether Your Purchases and Data Are Visible If data such as links, reports, or project history appears missing after a loading problem, it may be a display issue rather than a loss of data. To check: - Navigate directly to the relevant tool or project within the platform. - If specific items still do not appear after following the steps above, note the affected section and contact our team (see below) — our team can investigate account data integrity on the backend. ⚙️ Step 5: Escalate to Our Team If the steps above do not resolve the loading or data issue, our support team will need to investigate on the backend. To help us resolve this as quickly as possible, please have the following ready when you reach out: - Your project name or the specific area of the platform affected. - A description of what you see (e.g. blank page, unresponsive dropdown, missing data). - Any error messages displayed, including exact wording. - The approximate time the issue started. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Stop Deactivated Users Receiving Email Notifications

🔍 Overview Some account owners have noticed that deactivated team members continue to receive notification or report emails even after being excluded from recipient settings. This article explains what to do if you are experiencing this issue. ⚙️ Why This Happens Deactivated users can continue to receive emails because scheduled reports and automated emails may have their own separate recipient configurations that are not automatically updated when a user is deactivated. As a result, a deactivated user may remain listed as a recipient inside individual report automations even after they have been removed elsewhere. 🛠️ How to Stop Emails to Deactivated Users 1. Confirm the user has been deactivated. Verify in your account settings that the user in question has been fully deactivated before proceeding. 2. Check your email notification recipient settings. Review the recipient lists in your email and notification settings and remove any deactivated users that still appear there. 3. Audit all scheduled and automated reports. Open each active report automation and review the recipient list inside each one individually. Update or remove any automation that still lists the deactivated user as a recipient. 4. Delete and recreate affected automations if needed. If a scheduled report cannot be edited to remove the deactivated recipient, delete the automation entirely and create a new one with only the correct active recipients. 5. Do a final check. Review all remaining report automations and notification recipient fields to confirm the deactivated user no longer appears anywhere. ✅ Best Practices When Deactivating a User - Before deactivating a team member, audit all scheduled reports and automations they are included in and update the recipient lists first. - Assign a replacement recipient to any report automations previously assigned to that user so no scheduled emails are lost. - After deactivating a user, confirm they have been removed from all individual report and notification recipient lists — not just top-level settings. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

⚙️ How to Archive Projects in Search Atlas

Archive any project in Search Atlas to remove it from active views and portfolio health score calculations while keeping all its data intact — and restore it instantly whenever work resumes. 📋 What Archiving a Project Does Archiving is different from deleting. When you archive a project, Search Atlas: - Removes the project from your active project list and Home dashboard - Excludes the project's metrics from portfolio health score calculations - Retains all project data, history, and settings in full - Makes the project restorable at any time Portfolio health scores are aggregate metrics that summarize the overall performance of your active projects — including SEO performance, task completion, and key KPIs — so excluding paused or inactive projects keeps these scores representative of work currently in progress. Use archiving for projects that are paused, belong to a client on hold, or are no longer actively tracked but whose history you need to preserve. 🗂️ How to Archive a Project 1. On the Home dashboard, locate the Projects panel where your active projects are listed. 2. Find the project you want to archive in the list. 3. Click the ⋮ (more options) menu next to the project name. 4. Select Archive Project. 5. Confirm the action in the dialog that appears. The project is immediately removed from your active views and excluded from all portfolio health score calculations. All data is preserved. 📊 How Archiving Affects Active Views and Portfolio Health Scores Once a project is archived, the following changes take effect immediately: - Active views: The project no longer appears in your default project list or Home dashboard. - Portfolio health scores: The project's metrics are excluded from all portfolio-level health score calculations, so your scores reflect only active work. - Archived projects view: The project remains accessible by filtering your project list for Archived Projects, so you can review its full history at any time. Note: After archiving, the Portfolio Summary on the Home dashboard may take a minute or more to refresh and reflect the updated health scores. If you don't see the change immediately, click the refresh button on the dashboard — updates may still be slightly delayed. 🔄 How to Restore an Archived Project 1. Go to Home and open the project list filter, then select Archived Projects to display all archived projects. 2. Locate the project you want to restore. 3. Click the ⋮ (more options) menu next to the project name. 4. Select Restore Project. The project immediately returns to your active views and its metrics are included in portfolio health score calculations again. ⚠️ Archive vs. Delete: Key Differences Archiving and deleting are two distinct actions in Search Atlas: - Archive: Preserves all project data, removes the project from active views and health scores, and is fully reversible at any time. - Delete: Permanently removes the project and all its data. This action cannot be undone. When in doubt, always choose Archive — you can restore the project the moment work resumes. 🎯 You can now archive inactive projects to keep your active views clean and your portfolio health scores accurate, and restore them instantly whenever work picks back up. To learn more about organizing your workspace, see Managing Projects in Search Atlas.

📧 Migrate Your Account After Email Domain Change

🔍 Overview If your company has changed its email domain (for example, from @olddomain.com to @newdomain.com), you may find that your original paid Search Atlas account is tied to the old email address and your new email has created a separate, empty account. This article explains what happens in this situation and how our team can resolve it for you. ⚠️ What Causes This Issue Search Atlas accounts are linked to a specific email address. When a company rebrands or changes its email domain, employees often sign up with a new email address before realising their paid plan is still attached to the old one. This results in two separate accounts: - The original account — holds your paid plan, history, and data, but is tied to an inaccessible old email address. - The new account — created with your current email address, but is empty with no active subscription. ✅ How the Migration Works Our support team can transfer your paid subscription plan from the old account to your new account. Here is what you need to know before reaching out: 1. Your subscription plan will be migrated to your new account so you regain access to all your features without losing your paid tier. 2. Your payment method cannot be transferred for security reasons. After the migration is complete, you will need to add a new payment method to your new account so your subscription continues uninterrupted. 📋 What to Prepare Before Contacting Support To help our team process your migration as quickly as possible, have the following information ready: - Your old email address (the one tied to the original paid account). - Your new email address (the one you are currently using to log in). - The name of your company or account, if applicable. 💬 How to Request Your Migration To get started, use the chat widget on this page to contact our support team directly. Share your old and new email addresses, and our team will migrate your paid subscription plan to your new account. Once the migration is confirmed, log in with your new email address and add a new payment method to your account so your subscription continues uninterrupted. Most migrations are completed promptly once the required details are received.

🏢 Access Two Workspaces With One Account

🔍 Overview When you accept an invitation to a new Search Atlas workspace, your original workspace — including its website audit history and subscription — may become inaccessible. This is a known challenge for agency users who need to operate across multiple client or company workspaces simultaneously. Because dual workspace access requires a backend email migration, the core fix must be completed by our support team. However, you can initiate and accelerate the process yourself by following the steps below — in many cases, our team can turn this around quickly once they have the right details from you. ⚙️ How the Resolution Works Our backend team resolves this by updating the primary email address on your account so that both workspaces can recognise you as a distinct, authorised user. Specifically, the process involves: 1. Changing the primary email address on your original account to a different address (for example, a second business email). 2. Keeping all billing information tied to your original email address so your subscription and invoices are not affected. 3. Adding your new primary email as an invited user on the relevant workspace, granting access to both environments. Once this is complete, you can log in and switch between workspaces without losing access to your audit data, subscription, or billing history. 📋 What to Do: Submit a Request With the Right Information You can unblock yourself faster by contacting support and providing all required details in your first message. Follow these steps: 1. Identify your original account email — this is the address tied to your existing subscription and website audit history. 2. Choose a new primary email address — this must be a valid address you control and that is not already associated with another Search Atlas account. This will become your new login for the original workspace. 3. Note the name or URL of both workspaces you need access to. 4. Confirm your role — specify whether you are the account owner or a team member on each workspace. 5. Contact our support team and share all of the above details. Request a primary email migration to restore dual workspace access. Our team will then update your account on the backend so that both workspaces recognise you as an authorised user, without affecting your billing or subscription. 💡 Tips for Agency Users Managing Multiple Workspaces - Use a dedicated email address for each workspace role where possible — this avoids conflicts when accepting future invitations. - Before accepting an invitation to a new workspace, check whether your current workspace admin can add you as a team member under your existing email instead. - Workspace admins can manage team members directly withi If you need help with dual workspace access or a primary email migration, please reach out to our support team and we will be happy to assist you.

🛑 Stop Emails from Deleted Client Accounts

🔍 Overview Some customers receive citation movement emails for domains they have already removed from their account. For example, you may get a notification about a site like crystalclearfl.com even though that client no longer appears in your dashboard. This article explains why this happens and what steps you can take right now. ⚙️ Why This Happens When a client project is deleted or deactivated, the platform's email notification system does not always register the change immediately. Specifically, the system that sends citation movement emails and report-ready emails was not checking whether a project was still active before dispatching notifications. This means emails can continue to be sent for projects that are no longer part of your account. Our engineering team has identified this issue and is working on a backend fix to prevent deactivated and deleted projects from triggering automatic email alerts. If you are still receiving these emails, the steps below will help you manage the situation in the meantime. 🛠️ What You Can Do Right Now 1. Confirm the project is fully removed. Navigate to your project list in the platform and verify that the client domain no longer appears. If it does, open the project settings and delete it. 2. Check for duplicate or shared access. If another team member or sub-account still has the project active, emails may continue to flow. Coordinate with your team to ensure the project is removed across all accounts. 3. Mark emails as handled. Until the fix fully propagates across all accounts, you can safely ignore or filter these emails — they do not indicate any active billing, data collection, or reporting on your account. 4. Monitor your inbox over the next 1–2 billing cycles. After a project is confirmed deleted, citation emails for that domain should stop within a short period as the system sync completes. 📊 What Our Team Is Fixing Our engineering team has identified the root cause of this issue and is actively working to resolve it. The fix involves ensuring the platform checks whether a project is still active before sending citation movement and report-ready emails, so that deleted or deactivated projects no longer generate automatic email alerts. 💡 Tips to Prevent This When offboarding a client, fully delete the project from your account rather than simply deactivating it, and confirm with any team members who share access that they have done the same. This reduces the likelihood of stale notifications continuing after removal. 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.

🔍 Why Can't I Access a Search Atlas Dashboard?

🗺️ Overview If you saw a Search Atlas dashboard in a screenshot, a webinar, or shared by another user but cannot find it in your own account, you are not alone. Dashboard visibility depends on your current plan, feature rollout status, and account permissions. This article explains the most common reasons for missing dashboards and what you can do about it. 🔎 Where to Find Your Dashboards Before assuming a dashboard is missing, confirm you are looking in the right place. Here is where to find the main sections in Search Atlas: - Home Dashboard: Click Home in the top navigation bar or go to /home. - Site Explorer: In the left sidebar, click Site Metrics (Site Explorer) (URL: /site-explorer/list). From here you can navigate to sub-sections including: - Keyword Magic — Left sidebar → Keywords → Keyword Magic - Rank Tracker — Left sidebar → Keywords → Rank Tracker - Keyword Gap — Left sidebar → Keywords → Keyword Gap If you still cannot locate a specific dashboard after checking these paths, continue reading for the most likely causes. 📋 Common Reasons a Dashboard Is Not Visible 🚀 Feature Is Part of a Phased Rollout Search Atlas regularly releases new features and dashboards to customers in stages. This means a feature you see in a screenshot or announcement may not yet be available in your account. Phased rollouts allow the team to monitor performance and gather feedback before releasing to all users. If a new dashboard was announced recently, it may arrive in your account within days or weeks. 💼 Your Plan Does Not Include the Feature Some dashboards and tools are only available on specific Search Atlas plans. If the dashboard you saw was shared by a user on a higher-tier plan, it may not be included in your current subscription. To check what is included in your plan, click your Avatar Menu (👤) and review your subscription details, or contact support to ask about an upgrade. 🔑 Account Permissions or User Role If your account is managed by an agency or another team member, your user role may restrict access to certain dashboards. An account owner or administrator can adjust permissions for individual users. Ask your account admin to review your role settings if you believe this applies to you. 🔄 Cache or Browser Issue Occasionally, a dashboard that was recently added to your plan does not appear due to a browser cache issue. Try the following steps to rule this out: 1. Log out of Search Atlas completely. 2. Clear your browser cache and cookies. 3. Log back in and navigate to the relevant section again. 4. If the problem persists, try a different browser or an incognito/private window. ⚙️ What to Do Next Follow these steps to resolve your access issue quickly: 1. Confirm the navigation path — use the paths listed above to make sure you are looking in the correct location. 2. Check your plan — review your subscription to see whether the feature is included. 3. Contact your account admin — if you are a sub-user, ask your admin to review your permissions. 4. Wait for the rollout — if the feature was recently announced, it may be on its way to your account soon. 5. Reach out to support — if none of the above explains the issue, our team can check your specific account status. 💡 Tips to Stay Up to Date on New Features - Follow Search Atlas product announcements and release notes for the latest feature updates. - Check the Search Atlas blog and webinar library where new dashboards are often previewed before a full release. - Review your plan regularly to ensure it includes the tools your workflow requires. 🛠️ 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.

🧊 Deleting Deep Freeze Projects in LSEO SEO Automation

🔍 What Is Deep Freeze Mode? Deep Freeze is a protective state that LSEO SEO Automation applies to a project when it detects active automation processes or safeguards that prevent accidental data loss. While a project is in Deep Freeze, certain actions — including immediate deletion — are restricted to protect your work and any connected automation workflows. ⚠️ Why You Cannot Delete a Deep Freeze Project Immediately When a website is placed into Deep Freeze mode, the platform locks the project to ensure no ongoing processes are interrupted mid-run. This is by design. Attempting to delete the project while it is in this state will either be blocked or require you to complete a few steps first. There is currently no option to force-delete a project that is actively in Deep Freeze without following the proper exit process. 🛠️ How to Delete a Website in Deep Freeze Mode Follow these steps to safely remove a Deep Freeze project from LSEO SEO Automation: 1. Navigate to OTTO SEO: In the left sidebar, click OTTO SEO → All Sites (SEO Automation). This opens the SEO Automation dashboard (URL: /seo-automation-v3). 2. Locate the project: Find the website you want to delete. Projects in Deep Frozen mode will display a visible Deep Frozen indicator on their project card. 3. Exit Deep Freeze mode: Open the project settings or the options menu (typically a three-dot icon) for that website. Look for the option to Disable Deep Freeze or Exit Deep Freeze and confirm the action. This lifts the protective lock on the project. 4. Wait for the status to update: After disabling Deep Freeze, allow a moment for the project status to refresh. The Deep Freeze indicator should disappear from the project card. 5. Delete the project: Once Deep Freeze is no longer active, return to the project options menu and select Delete Project. Confirm the deletion when prompted. 💡 Important Things to Know Before Deleting - Deletion is permanent. Once a project is deleted, all associated automation data, settings, and history for that website are removed and cannot be recovered. - There is no instant delete for Deep Freeze projects. The exit-then-delete process is required every time. This cannot be bypassed. - Disabling Deep Freeze does not delete your data. Simply turning off Deep Freeze mode only removes the lock — it does not delete anything until you explicitly confirm deletion in the next step. - Active automations may need to be paused first. If the project has automations currently running, you may need to pause or stop them before Deep Freeze can be disabled. 🚀 Quick Recap To delete a Deep Freeze project: go to OTTO SEO → All Sites (SEO Automation) in the left sidebar → find the project → disable Deep Freeze from the project options → confirm the status update → then delete the project. Following these steps in order ensures a smooth, error-free removal. 💬 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.

🗑️ Delete Projects and Manage Deep Freeze Mode

🔍 Overview This article explains how to delete a project in Search Atlas, what Deep Freeze mode means for your project, and the steps required to successfully remove a website that is currently frozen. ❄️ What Is Deep Freeze Mode? Deep Freeze is a cost-saving state that Search Atlas applies to projects that have been inactive for an extended period. When a project enters Deep Freeze: - Data collection and crawling are paused. - The project remains visible in your dashboard but is not actively tracked. - Certain actions — including deletion — are restricted until the project is reactivated. You must take a specific step to unfreeze the project before you can delete it. See the section below for full instructions. 🛠️ How to Delete a Project That Is NOT in Deep Freeze 1. Log in to your Search Atlas account. 2. Navigate to OTTO SEO → All Sites (SEO Automation) from the left-hand sidebar. 3. Locate the project you want to remove. 4. Click the three-dot menu (⋮) or the settings icon next to the project name. 5. Select Delete Project from the dropdown menu. 6. Confirm the deletion in the prompt that appears. Note: Deletion is permanent. All data associated with the project — including tracked keywords, reports, and historical data — will be removed and cannot be recovered. ❄️ How to Delete a Project That IS in Deep Freeze If the delete option is greyed out or unavailable, your project is likely in Deep Freeze mode. Follow these steps to unfreeze it first: 1. Open OTTO SEO → All Sites (SEO Automation) in your dashboard. 2. Find the frozen project under the Deep Frozen tab/filter. 3. Click on the project to open its settings. 4. Look for the Reactivate or Unfreeze Project button and click it. 5. Wait a few moments for the project status to update to active. 6. Once reactivated, return to the All Sites (SEO Automation) list and click the three-dot menu (⋮) next to the project. 7. Select Delete Project and confirm your choice. If the Reactivate button does not appear or the project remains frozen after attempting this, please reach out via the chat widget for assistance. ⚙️ WordPress Plugin Setup — Quick Reference If you are removing a website from Search Atlas because you are also uninstalling the WordPress plugin, here is a quick checklist to keep things tidy: - Delete the project in Search Atlas before or after uninstalling the plugin — the order does not affect functionality. - To uninstall the plugin, go to your WordPress dashboard, navigate to Plugins > Installed Plugins, find the Search Atlas plugin, and click Deactivate then Delete. - Removing the plugin from WordPress does not automatically delete the project inside Search Atlas — you must delete it manually using the steps above. - If you are setting up the plugin on a new site, create a new project in Search Atlas first, then connect it using the API key found in your account settings. ⚠️ Important Reminders - Project deletion is irreversible. Download or export any reports you need before deleting. - Deleting a project will not cancel your subscription or affect your billing. Manage your plan separately under Account > Billing. - If you have multiple websites under one account, deleting one project does not affect the others. 💬 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.

🔄 Restore a Deleted Project Account Easily

🗂️ What Happens When You Delete an Account? When you delete a project account in Search Atlas, it is not immediately and permanently removed. Instead, the account enters a deep-freeze state. This is a safety buffer that gives you time to reverse an accidental deletion before any data is lost. During the deep-freeze period, the account and all of its associated data — including settings, tracked keywords, reports, and configurations — are preserved exactly as they were at the moment of deletion. No data is modified, overwritten, or purged while the account remains in this state. ❄️ Understanding the Deep-Freeze State The deep-freeze state works as follows: - Duration: A deleted account remains in deep-freeze for a defined retention window before permanent deletion is triggered. - Data integrity: All project settings, keyword tracking, SEO configurations, and historical data are fully intact throughout the deep-freeze period. - No active processing: While frozen, the account does not consume active resources or run scheduled tasks, but the data is safely stored and restorable. - Access restricted: You cannot interact with or edit the account while it is in deep-freeze — it must be restored first. 🔄 How to Restore a Deleted Account If you need to recover an account that you have deleted, follow these steps: 1. Click your avatar in the top-right corner of the platform to open the Avatar Menu (👤). 2. Select Team Members from the dropdown, or navigate directly to /settings. 3. Look for the Deleted Accounts or Frozen Accounts section within the settings page. 4. Locate the account you want to restore using the project name or associated details. 5. Click the Restore button next to the account entry. 6. Confirm the restoration when prompted. Once restored, the account will return to its previous active state with all settings and data preserved exactly as they were before deletion. ✅ What Is Preserved After Restoration You can expect the following to be fully restored when you recover a deep-frozen account: - All project settings and configurations - Tracked keywords and their historical ranking data - SEO audit results and saved reports - Backlink data and competitor tracking setups - Any custom tags, notes, or workspace preferences tied to the account Restoration is designed to bring the account back to the exact state it was in prior to deletion — no manual reconfiguration should be required. ⚠️ Important Limitations to Be Aware Of Before attempting a restoration, keep these points in mind: - Retention window: Restoration is only possible while the account remains within the deep-freeze retention period. Once that window expires, the account and all its data are permanently and irreversibly deleted. - Act promptly: If you suspect you have accidentally deleted an account, initiate the restoration process as soon as possible to avoid reaching the permanent deletion threshold. - Subscription seats: Restoring an account will reactivate it against your current plan's seat or project limits. Ensure you have available capacity before restoring. 💬 Need Help With Your Restoration? If you cannot locate the deleted account in your settings, if the restore option is not visible, or if you are concerned that the retention window may have already expired, do not wait. 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.

🔓 Unfreeze a Frozen Project in Search Atlas

🎬 Video Walkthrough The fastest way to unfreeze a project is to follow the short video below. It shows the exact location of the unfreeze option in the Search Atlas UI so you can complete the process in seconds. [Embed video walkthrough here] ❄️ What Does a Frozen Project Mean? A project in Search Atlas can become frozen for a number of reasons. While a project is frozen, tracking and data collection are paused. Unfreezing it restores full functionality. 🗺️ How to Unfreeze a Project Follow these steps to unfreeze a frozen project: 1. Log in to Search Atlas and navigate to your Project List from the left-hand sidebar or the main dashboard. 2. Locate the frozen project — it will display a frozen or paused indicator next to the project name. 3. Look for the options available on the frozen project's row and select the unfreeze or reactivate action. 4. Confirm the action if prompted. The project should return to an active state. ✅ How to Confirm the Project Is Unfrozen After unfreezing, check the following to make sure the project is active again: - The frozen or paused indicator is no longer visible next to the project name. - Clicking into the project shows live data and active tracking. - Sub-tools within the project are accessible without any restriction messages. 🔄 Still Cannot Unfreeze the Project? If you are unable to unfreeze a project on your own, please have the following ready before reaching out to support: - The name of the frozen project - Your Search Atlas account email - Any error or restriction message you are seeing 💬 Need More Help? If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🔗 Exclude URL Patterns and Manage Subdomains in SearchAtlas

🗺️ Overview SearchAtlas gives you precise control over which URLs appear in your dashboards and reports. Using the URL Exclusion conditions feature inside your project's OTTO SEO Settings, you can filter out URLs that are not relevant to your SEO analysis — such as thank-you pages, admin paths, or staging URLs. Additionally, SearchAtlas treats subdomains as separate projects by default, which is important to understand when reviewing your data. ⚙️ Where to Find URL Exclusion Conditions 1. Log in to your SearchAtlas account. 2. In the left sidebar, click OTTO SEO and open SEO Automation (All Sites view at /seo-automation-v3), then open the project you want to configure. 3. At the top of the project overview, click the Autopilot / Smart Crawl card to open the OTTO SEO Settings modal. You can also reach it from the All Sites table by clicking the Smart Crawl status text on your site's card. 4. Scroll to the URL Exclusion conditions section. 5. Click + Add condition to begin entering your exclusion rules. ✍️ How to Write URL Exclusion Patterns URL exclusion conditions match URLs with two simple operators: Contains and Start With. When you add a condition, you choose Exclude, then pick the operator and type the text to match — for example /blog/ or ?ref=email. There is no wildcard or regular-expression syntax. Use the following operators when entering conditions: - Start With — matches the beginning of the URL path. Use /blog/ to exclude all URLs that begin with /blog/, such as /blog/post-1 and /blog/category/news. - Contains — matches that text anywhere in the URL. Use ?ref=email to exclude any URL containing that query string parameter, regardless of the path, or /admin/ to exclude any URL that contains /admin/ anywhere in the path. Conditions are matched against the full URL path and query string. To exclude several different groups of URLs, add one condition per group. 📋 Common Exclusion Pattern Examples - Start With /cart — Excludes the shopping cart page and anything under it. - Start With /checkout/ — Excludes all checkout step pages. - Contains ?sessionid= — Excludes URLs with dynamic session ID parameters. - Start With /wp-admin/ — Excludes all WordPress admin URLs. - Contains /print/ — Excludes print-version pages anywhere on the site. - Contains .jpg — Excludes direct links to image files. 💾 Saving and Applying Your Exclusions 1. Each condition is added with + Add condition — set it to Exclude, choose Contains or Start With, and type the text to match. 2. Repeat for each additional group of URLs you want to exclude. 3. When all conditions are entered, click Update Settings. 4. SearchAtlas will apply your exclusion rules to new data going forward. Historical data already processed may require a new crawl to reflect the updated exclusions. 🌐 How Subdomains Are Handled in SearchAtlas By default, SearchAtlas treats each subdomain as a separate, independent project. This means that blog.yourdomain.com, shop.yourdomain.com, and yourdomain.com are each tracked and reported on individually — they do not share data within the same dashboard unless explicitly configured together. Key points to understand about subdomain handling: - Subdomains are not automatically included in a root domain project. You must add each subdomain as its own project if you want to monitor it. - Google Search Console data is pulled per property. If your GSC property is set to the root domain (domain property), subdomain data may be included. If it is a URL-prefix property, only that specific subdomain or path is covered. - Backlink and keyword data is scoped to the project URL you define at setup. A project for yourdomain.com will not automatically surface data for shop.yourdomain.com. - URL exclusion conditions are project-specific. Patterns you configure for one project do not carry over to a subdomain project — you must configure exclusions independently for each. 🔄 Editing or Removing Existing Exclusion Rules 1. Open the relevant project and click the Autopilot / Smart Crawl card to open the OTTO SEO Settings modal. 2. Scroll to URL Exclusion conditions. 3. Find the condition you want to update or remove, and edit or delete it. 4. Click Update Settings to confirm your changes. 💡 Tips for Effective URL Exclusion - Start broad and refine. Check a condition against a small set of known URLs before adding it to avoid accidentally excluding important pages. - Exclude paginated URLs with a Contains ?page= condition if pagination creates duplicate content noise in your reports. - Review your exclusion list periodically as your site structure changes — outdated rules can hide content you now want to track. - Use exclusions on each project for the most precise control over what SearchAtlas indexes and reports on. 🆘 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.

🗑️ Delete a Deep Freeze Website in LSEO SEO Automation

🧊 What Is Deep Freeze Mode? Deep Freeze is a paused state for a website project inside LSEO SEO Automation. When a site is frozen, OTTO stops actively optimising it, but the project remains in your account. You can still delete a Deep Freeze project at any time — no waiting period or unfreezing step is required. 🗑️ How to Delete a Deep Freeze Website Immediately 1. In the left sidebar, click OTTO SEO → All Sites (SEO Automation) to open the SEO Automation dashboard (/seo-automation-v3). 2. Locate the website project that shows the Deep Freeze status indicator. 3. Open the options menu for that project (look for the three-dot or kebab menu icon on the project card or row). 4. Select Delete from the dropdown options. 5. Confirm the deletion in the prompt that appears. The project is removed immediately. You do not need to unfreeze the site first, and there is no mandatory waiting period before deletion completes. ⚠️ What to Know Before You Delete - Deletion is permanent. All OTTO configurations, deployed optimisations, and automation history for that site will be erased and cannot be recovered. - Active deployments are not automatically reversed. Any on-page changes OTTO already published to your site remain live. If you want to roll those back, do so before deleting the project. - The website slot is released. Once deleted, the website no longer counts against your connected-site limit, and you can add a different site in its place. ❓ Frequently Asked Questions Do I need to unfreeze the site before deleting it? No. You can delete the project directly from Deep Freeze mode without going through any unfreezing process. How long does deletion take? Deletion is instant. As soon as you confirm the prompt, the project is removed from your dashboard. Can I recover a deleted Deep Freeze project? No. Deletion is irreversible. If you think you may want to use the project again in the future, consider leaving it in Deep Freeze rather than deleting it. Will deleting the project affect my live website? Deleting the project in Search Atlas does not automatically undo changes that OTTO already deployed. Review and reverse any live optimisations through your CMS or site editor if needed before you delete. 💬 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.

🛠️ Project Deletion and Open Pull Requests

📌 What happens when you delete a project? Deleting a Search Atlas project removes the project and its associated data from Search Atlas. This action does not delete pull requests that were already created in your connected Git provider. 🔀 What happens to an open pull request? An open pull request remains in your Git provider, such as GitHub, GitLab, or Bitbucket. You can still review, approve, merge, or close it there. However, after the Search Atlas project is deleted, Search Atlas can no longer monitor or manage that pull request. Project-specific status updates, recommendations, and future changes will no longer be available for the deleted project. ⚠️ Before deleting your project - Review all open pull requests associated with the project. - Decide whether to merge or close each pull request in your Git provider. - Save any project information or results you may need later. - Confirm that deleting the project is intentional, as project deletion may not be reversible. ✅ Recommended approach 1. Open your Git provider and review the project’s open pull requests. 2. Merge approved changes or close pull requests you no longer want. 3. Return to Search Atlas and delete the project only after completing your review. 💬 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.