## **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.