System primer — read this first
Platform 1
Atlas Platform
Powered by Kajabi
Training, courses, community, subscriptions. Where agents log in and manage their account. Where staff apply Kajabi tags to trigger automations.
Platform 2
MyAtlas
Powered by JourneyFuse
Booking platform, CRM, agent directory, commission tracker. Where agents manage bookings and where staff manage agent records and access.
These two platforms do not sync automatically. Zapier is the only bridge. If a Zap fails, nothing happens — staff must intervene manually. This document tells you exactly what to do in every scenario.
How staff log in to each platform
Atlas Platform (Kajabi) — admin access
Log in with your Kajabi staff credentials. This gives you admin access to Contacts, Tags, Automations, and Products.
MyAtlas (JourneyFuse) — admin access
Log in with your JourneyFuse credentials. Navigate to Settings → Agents to manage agent records, badges, and access.
When a Zap fails: an alert email fires automatically to [email protected] with the agent's name, email, and Kajabi ID. Always reference this alert when resolving manually.
How MyAtlas access works — the normal flow
1
Agent purchases
Buys membership on Atlas Platform
Zap 1
2
JF record created
Agent exists in JourneyFuse. No MyAtlas access yet.
TA Active
3
Registers for eWebinar
Signs up for onboarding session
onboard-scheduled
Zap 11
4
Completes eWebinar
Must hit 80% attendance threshold
5
✓ Access granted
Agent receives MyAtlas login credentials by email
onboarding complete
Zap 2b
⚠️ Access is NOT granted at signup. The eWebinar completion triggers credentials. If an agent emails right after purchasing saying they have no access — that is expected. Direct them to complete the onboarding webinar at atlascoasttravel.com/onboarding
Kajabi tags — exact spelling required
These are the real tags in Kajabi. Spelling, spacing, and capitalization must be exact when applying tags manually. View all tags at Kajabi Admin → Contacts → Tags.
| Tag (exact) | What it means | Applied by |
|---|---|---|
| onboard-scheduled | Agent registered for onboarding eWebinar | Zap 11 (auto) |
| onboarding complete | Agent completed onboarding eWebinar — MyAtlas access provisioned | Zap 2b (auto) |
| onboarding incomplete | Agent started but did not complete onboarding | Auto |
| onboarding no show | Agent registered but did not attend eWebinar | Auto |
| TA Active | Active agent — JF record exists, normal status | Zap 1 (auto) |
| TA Active (Rejoined) | Returning agent — reactivated after cancellation | Zap 3 (auto) |
| TA Cancelled | Agent self-cancelled or was cancelled for failed payment | Zap 4 / Zap 5 (auto) |
| TA Cancelled - Failed Payment | Subscription lapsed due to failed payment | Zap 5 trigger |
| TA Cancelled - Pending Cancellation | Cancellation requested, not yet processed | Auto |
| TA Terminated | Agent terminated for cause | Staff applies manually |
| first-booking | Agent has logged their first booking — triggers IDV + Dots | Auto |
| academy - complete | Completed Atlas Academy course | Manual / Kajabi automation |
| partner | Designated booking partner | Staff applies manually |
| partner - former | Former booking partner — role removed | Staff applies manually |
| coach | Designated agent success coach | Staff applies manually |
| coach - former | Former coach — role removed | Staff applies manually |
Support scenarios
Scenario 1 — No access after onboarding
"I finished the onboarding webinar but never got my MyAtlas login" or "I completed onboarding but can't access MyAtlas."
Step 1 — First, check whether they actually finished
Does their Kajabi record have the onboarding complete tag?
NO Direct agent to complete the eWebinar at atlascoasttravel.com/onboarding. No action needed from staff. Stop here.
YES Tag is present — Zap 2b should have fired but didn't. Continue to steps below.
Does a JF record exist? (MyAtlas → Settings → Agents → search by email)
NO Zap 1 also failed. Create record manually first, then provision access.
YES Record exists but access wasn't provisioned. Zap 2b failed only — go to resolution steps.
Step 2 — Manual resolution
A
If NO JF record exists (Zap 1 + Zap 2b both failed)
- Log into MyAtlas at journeyfuse.com → Settings → Agents → Invite
- Create record manually using name, email, and Kajabi ID from the alert email
- Then re-run Zap 2b manually in Zapier for this agent
- If re-run fails: open JF support ticket via Tools → Support in your JF account left nav
B
If JF record EXISTS but access wasn't provisioned (Zap 2b failed only)
- Go to Zapier → find Zap 2b: Onboarding Complete — Provision MyAtlas Access (ID: 364518147)
- Check run history for a failure around their eWebinar completion time
- Re-run the Zap manually for this agent if available
- If re-run fails: open JF support ticket via Tools → Support — include agent name, email, Kajabi ID
Do not contact the agent until access is confirmed.
After resolving — always do both:
Add a note to the agent's Kajabi record: "MyAtlas access manually provisioned [date] — Zap 2b failure"
Confirm the agent can successfully log in before closing.
Add a note to the agent's Kajabi record: "MyAtlas access manually provisioned [date] — Zap 2b failure"
Confirm the agent can successfully log in before closing.
Scenario 2 — Returning agent has no access after rejoining
"I used to be an agent, I rejoined, but I can't access MyAtlas" or "I signed back up but MyAtlas isn't working."
Do NOT create a new agent record for a returning agent. They have an existing JF record. Creating a second one causes duplicate and commission tracking problems. Always reactivate the existing record.
When a returning agent repurchases, Zap 3 fires — not Zap 1. Zap 3 detects the TA Cancelled tag on their Kajabi record and reactivates their existing account. On success their tag updates to TA Active (Rejoined).
Step 1 — Confirm this is a returning agent
Does their Kajabi record have the TA Cancelled tag?
NO Not a returning agent. Use Scenario 1 instead.
YES Returning agent. Zap 3 should have fired to reactivate their account. Continue below.
Step 2 — Check Zapier + manually reactivate
1
Check Zapier for a Zap 3 failure
Go to Zapier → find Zap 3: Rejoiner → check run history for a failure around their repurchase date.
2
Reactivate their existing MyAtlas account
Log into journeyfuse.com → Settings → Agents → find agent by email → use the Reactivate button.
⏳ If the Reactivate button is not yet live (being added by Tim): open a JF support ticket via Tools → Support — include agent name, email, and note this is a reactivation of an existing account, not a new account.
3
Confirm and document
Verify access is restored. Do not contact the agent until confirmed.
Add note to Kajabi record: "MyAtlas account manually reactivated [date] — Zap 3 failure"
Scenario 3 — Agent can't log in / forgot password
"I know I have a MyAtlas account but I can't log in" or "I forgot my password."
Usually a credentials issue, not a Zap failure.
1
Direct to password reset
myatlasgo.com → Forgot Password link. Ask them to check spam if the reset email doesn't arrive.
2
Confirm they're using the right email
Their MyAtlas email may differ from their Kajabi email if there was ever a mismatch. Check Settings → Agents in MyAtlas to confirm what email is on file.
3
If account shows as deactivated
Confirm their Kajabi subscription is still active (check for TA Active tag). If active but deactivated in MyAtlas, follow Scenario 2 reactivation steps.
Scenario 4 — Email mismatch between platforms
Agent changed email in one platform and can no longer log into the other, or future automated flows start failing for this agent.
A
Agent changed email in Kajabi — MyAtlas not updated (Zap 12 failed)
- Log into journeyfuse.com → Settings → Agents → find agent by old email or Kajabi ID
- Manually update their email to the new address shown in the alert email
- Add Kajabi note: "Email manually synced to MyAtlas [date] — Zap 12 failure"
B
Agent changed email in MyAtlas — Kajabi not updated (Zap 13 failed)
- Log into Kajabi admin → go to the agent's contact record
- Update their email to match what's now in MyAtlas
- Add Kajabi note: "Email manually synced to Kajabi [date] — Zap 13 failure"
Scenario 5 — Badge not showing on agent directory profile
"I completed the Academy but my badge isn't showing" or "I don't see my Partner badge on my profile."
Badges are cosmetic only — no access or payment impact. They appear on the agent's public profile at atlascoasttravel.com/agent-directory.
Atlas Academy Graduate
Kajabi tag: academy - complete
academy-graduate
Atlas Coast Partner
Kajabi tag: partner
coast-partner
Agent Success Coach
Kajabi tag: coach
coast-coach
1
Apply or remove a badge
Log into journeyfuse.com → Settings → Agents → find the agent → toggle the relevant badge ON (to apply) or OFF (to remove).
2
Confirm and close
Check their public profile at atlascoasttravel.com/agent-directory to confirm the badge appears or is removed. No need to notify the agent.
MyAtlas admin panel — what Donna can do self-serve
Log in at journeyfuse.com with your JF credentials. All agent management lives at Settings → Agents. Each agent row shows current status and available action buttons.
Create new agent record
Settings → Agents → Invite (or Bulk Invite)
Apply or remove badge
Settings → Agents → toggle badge on or off
Reactivate deactivated agent
Reactivate button being added by Tim. Until live: JF support ticket.
Deactivate agent (reversible)
Reversible Deactivate toggle coming. Until live: JF support ticket. Never use Remove.
Block agent (permanent)
Block toggle coming. Until live: JF support ticket. Bati only.
Never use the Remove button for a standard deactivation. Remove is permanent and cannot be reversed if the agent rejoins later. Always use Deactivate (reversible) or open a JF support ticket requesting a soft deactivation.
Escalation — when to loop in Bati or Kelley
Donna handles all standard MyAtlas support. Escalate only in the situations below — and for access control issues, escalate immediately, do not wait.
Terminated agent (TA Terminated) has any MyAtlas access
Highest-risk scenario — flag Bati immediately regardless of time of day
Cancelled agent still has active MyAtlas access
Active access control issue — Donna flags, Bati takes over
Reactivation fails and JF support hasn't responded
Agent is paying with no access — don't let this sit
IDV verification failure at first booking (first-booking tag)
Requires ID Analyzer admin access
Dots payout failure at first booking
Requires Dots admin access
