## **🧾 Overview of OTTO Site Billing**

Your plan includes a set number of **active OTTO sites**. Each active site counts toward your billing quota. If the number of sites on your bill does not match the sites you are actively using, a billing discrepancy may have occurred — and it can be corrected.

Common reasons for a mismatch between billed sites and active sites include:

- Sites that were previously active but not fully deactivated or frozen
- Billing records that were not migrated accurately to the current billing system
- Discrepancies introduced during plan changes or renewals

## **📊 How to Check Your Active OTTO Site Count**

Before contacting support, review your current active site count in the platform and compare it to the quantity shown on your invoice or billing dashboard. Note how many sites are in an active state versus a frozen or inactive state.

If the active count in your account is lower than the quantity you are being charged for, you likely have a billing discrepancy that qualifies for an audit and adjustment.

## **❄️ Freezing Unused Sites to Reduce Your Billed Count**

Sites must be set to a frozen or inactive status to be excluded from your active billing quota. Simply not using a site does not automatically remove it from your count.

To freeze a site, locate the site or sites you no longer need in your account and change their status to frozen or inactive. Once a site is frozen or inactive, it will no longer count toward your active quota on future billing cycles.

Freezing a site **does not** automatically trigger a refund for past charges — a manual audit is required for retroactive adjustments.

## **🛠️ Known Billing Issues**

Some accounts have experienced discrepancies related to OTTO site billing, including mismatches between the number of sites billed and the number of sites actively in use. These discrepancies can stem from plan changes, renewals, or billing migration issues. If you believe your account has been affected, a billing audit and manual correction can be performed by the support team.

## **📋 What to Have Ready When Escalating**

Because billing corrections require a manual backend audit, please gather the following before contacting support:

- Your account or project name
- The number of active sites shown in your account
- The number of sites you are currently being billed for (from your invoice or billing dashboard)
- Any relevant invoice dates or billing cycle information
- A description of when you first noticed the discrepancy

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.