What Is an OTTO Site Top-Up Charge?
An OTTO site top-up is an add-on that increases the number of active OTTO sites available on your account beyond your plan's default limit. This add-on renews automatically each billing cycle.
This is expected behavior: removing an OTTO site project releases the project's OTTO slot, but the top-up is a customer-level billing subscription that keeps billing until it is cancelled separately.
Why the Charge May Continue After Removal
Removing an OTTO site project — or placing it in Deep Freeze — does not automatically cancel the top-up add-on subscription. The two actions are separate:
- Removing or Deep Freezing a site releases the OTTO slot, but the top-up subscription remains active on your account.
- Cancelling the top-up add-on is a distinct step: go to your Profile avatar → Billing → Services, then click the ⋮ menu on the top-up and choose Cancel. Alternatively, cancelling your main plan will automatically cancel its top-ups at the end of the billing period.
How to Cancel the Top-Up
To stop the recurring charge, cancel the top-up subscription directly from your billing settings: Profile avatar → Billing → Services → ⋮ menu on the top-up → Cancel. The top-up will also be cancelled automatically at the end of the billing period if you cancel your main plan.
If you need help, contact our support team with the following ready:
- Your account email address — the email associated with your Search Atlas account.
- The exact charge amount appearing on your invoices or billing statements.
- Approximate date the charge first appeared or the date you believed the top-up was removed.
- Any steps you have already taken to try to cancel the add-on (e.g. removing sites, visiting billing settings).
- Screenshots of your billing page or invoice showing the charge, if available.
What to Expect
- Our team will confirm whether the top-up add-on is still active on your account.
- If applicable, our team can assist with cancelling the add-on and advise on any refund or credit eligibility.
- Future invoices should reflect only your base plan charges once the add-on is cancelled.
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.