Search shows readers only the published articles they're allowed to read, in the language they're reading. Check these causes in order.
Test as a reader. Search in a private window where you're not signed in. Signed in, you can also find private articles and team-only categories that your readers never see.
The article isn't published
Drafts and unpublished articles never appear in search. Open the article and click Publish. If it's live but your latest edits aren't, click Update.
Its access isn't Public
In the article's Access card, only Public articles are listed in search. Anyone with the link hides the article from browsing and search, and Private limits it to you and the people you pick. See Choose who can read an article.
Its category is hidden from readers
Readers find an article only when its category is shared with Everybody. Categories set to Everybody with a link (hidden from navigation), Team members only or Me and selected team members keep their articles out of readers' results. An article in several categories shows up if any one of them is shared with everybody. See Make a category private.
It isn't released in the reader's language
Search covers only the language the reader is using. If your help center has more than one language, check that the translation is released. See A translation doesn't show.
You published it a moment ago
Search needs a moment to pick up new and changed articles. Wait a little, then search again.
The words readers use aren't in the article
Search matches the title, the text and the category name. It doesn't read the meta description, words inside images, attached files or team notes.
In the left menu, click Statistics and scroll to What people search for.
Click Failed to see searches that didn't lead readers to an article.
Add the words and phrases readers type to the title or text of the article that answers them, then click Update.
The search is very long
Search works best with a few key words. A long, sentence-length search can come back empty, and anything over 150 characters shows "That search was too long to run. Try again using a few keywords (up to 150 characters)." If AI Answers is on, readers can ask full questions with Ask AI instead. See Turn on AI Answers.
Still stuck?
Contact our support team with the article's address and the exact words you searched for. See Contact HelpCenter.io support.
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