🔍 Overview
Some customers have reported difficulty cancelling OTTO top-up services due to a UI issue in the cancellation flow. This article explains what top-up services are, what to do if the interface blocks you, and how to request a refund if you were charged during this period.
⚙️ What Are OTTO Top-Up Services?
OTTO top-up services are add-on credits you can purchase to extend your OTTO SEO automation capacity beyond your base plan. These are managed separately from your core subscription.
🚧 If the UI Is Blocking Your Cancellation
A known UI bug may prevent some users from completing the cancellation flow. If you are unable to complete the cancellation process, do not attempt to cancel multiple times, as this may create duplicate requests. Instead, contact our support team through the chat widget so they can manually process the cancellation on your behalf.
When reaching out, please have the following ready:
- Your account email address.
- The name of the top-up service you wish to cancel.
- Any error or confirmation details you observed during your cancellation attempt.
💳 How to Request a Refund
If you were charged for a top-up service during a period when you were unable to cancel due to the UI issue, you may be eligible for a refund. To submit a refund request:
- Gather your invoice details, including the invoice date, amount, and any reference or transaction numbers shown in your Top-right corner (avatar) → Billing → Invoices tab.
- Open the chat widget in the bottom-right corner of the platform and type human teammate to reach our support team.
- Provide your invoice information and a brief description of the cancellation issue you experienced.
- A member of our team will review your case and confirm whether a refund can be applied.
Note: Refund eligibility is assessed on a case-by-case basis. Providing clear invoice details and describing the issue you encountered will help our team process your request as quickly as possible.
🛡️ Preventing Unwanted Top-Up Charges
To avoid unexpected charges while the UI issue is being resolved, we recommend reaching out to our support team as soon as you notice difficulty cancelling so the cancellation can be processed manually on your behalf without delay.
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.