## **🔍 Overview**

Some customers encounter a billing error when attempting to cancel their OTTO sites top-up subscription. This can be frustrating, especially when a renewal date is approaching.

## **⚙️ What Causes the Billing Error**

A billing error may appear when trying to cancel your OTTO sites top-up subscription, preventing the cancellation from completing. This is a known issue that our support team can resolve on your behalf.

## **🚀 What to Do**

If you are seeing a billing error that is blocking your OTTO sites top-up subscription cancellation, our support team will need to assist you directly. To help us resolve this as quickly as possible, please have the following ready when you reach out:

- The exact error message you see when attempting to cancel.
- Your account email address.
- Your renewal date.

If your renewal date is approaching, please reach out as soon as possible so our team can process the cancellation before a new charge occurs.

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.