# **🔍 Overview**

This article covers three related issues that some Search Atlas customers have experienced: keywords disappearing shortly after being added by city, the OTTO site quota displaying an incorrect count even after purchasing top-ups, and an unexpected charge appearing on your account instead of the plan amount you intended. Follow the steps below to understand what causes each issue and how to resolve it quickly.

# **📍 Keywords Disappearing After City Targeting**

If you add keywords filtered by city and they vanish approximately one hour later, this is most commonly caused by one of the following:

- **Session sync delay:** The platform may not have saved the city-level targeting before your session refreshed. Always confirm changes are saved before navigating away.
- **Filter state reset:** Active city filters can reset if the browser tab is idle for an extended period. Re-applying the filter after a refresh may not re-save the underlying keyword set.
- **Quota limit reached:** If your keyword tracking quota is full, newly added keywords may appear temporarily and then be dropped automatically.

To check and resolve this issue:

1. Go to the left sidebar and select **Keywords** (URL: **/research/keyword-researcher**).
2. Confirm your current tracked keyword count against your plan's limit. If you are at or near the limit, remove unused keywords before adding new city-targeted ones.
3. Re-add your city-targeted keywords, then refresh the page after 60 seconds to confirm they have been saved correctly.
4. If keywords continue to disappear after confirming you have available quota, escalate via the chat widget (see the support section below).

# **⚙️ OTTO Site Quota Displaying Incorrectly**

After purchasing an OTTO site quota top-up, the platform may still display the previous (lower) quota count. This is a known display sync issue and does not necessarily mean your top-up was not applied.

To verify and fix your OTTO quota display:

1. Go to the left sidebar and select **OTTO SEO**, then open **SEO Automation** inside it (URL: **/seo-automation-v3**).
2. Hard-refresh your browser (**Ctrl + Shift + R** on Windows or **Cmd + Shift + R** on Mac) to force the platform to reload your current entitlements.
3. Check the site quota counter again. In most cases, a hard refresh will sync the correct number.
4. If the count is still wrong after refreshing, log out of Search Atlas completely, wait 2–3 minutes, then log back in and recheck.
5. If the quota remains incorrect after these steps, contact support so a teammate can manually verify the top-up was applied to your account and correct the displayed value.

**Important:** Do not purchase a second top-up before confirming with support. Purchasing a duplicate top-up to work around a display bug may result in an additional charge without adding extra quota beyond what you already paid for.

# **💳 Unexpected or Incorrect Billing Charge**

If you were charged an amount you did not expect — for example, a charge of **$513** when you intended to purchase a **$99** plan — this can happen in the following scenarios:

- **Add-on or top-up selected unintentionally:** During checkout, additional add-ons (such as OTTO site top-ups, keyword tracking expansions, or content credits) may have been included alongside the base plan.
- **Annual plan selected instead of monthly:** Selecting an annual billing cycle at checkout will charge the full annual amount immediately rather than a monthly instalment.
- **Multiple charges triggered:** Rapidly clicking the checkout or upgrade button more than once can occasionally trigger duplicate transactions.

Steps to take immediately if you see an unexpected charge:

1. Do not attempt to cancel or downgrade your plan yourself, as this may forfeit refund eligibility or affect your active campaign data.
2. Take a screenshot of the charge as it appears on your bank or card statement, including the date, amount, and merchant name.
3. Contact Search Atlas support immediately via the chat widget (details below) and provide the charge amount, the date it appeared, and the plan you intended to purchase.
4. A teammate will review your billing history, confirm what was charged, and process a refund for any amount that was not authorised or intended.

**Refund processing time:** Once a refund is approved by the Search Atlas billing team, it typically appears on your statement within **5–10 business days**, depending on your card issuer.

# **💬 Need Further Help?**

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.