🔍 Overview
If you believe a Search Atlas tool — such as OTTO SEO — has caused unintended changes to your website that resulted in broken functionality or lost business, you may be eligible for a refund or account credit. This article explains what information our team needs and how to submit your request for review.
⚠️ Common Issues That May Qualify
Some customers have reported that automated optimisations applied by OTTO SEO or other Search Atlas tools occasionally conflict with existing website configurations. Examples include:
- Broken mobile menus or navigation elements after optimisations were applied
- Unexpected layout changes on WordPress or other CMS platforms
- Scripts or code injections that interfered with third-party plugins or themes
- Site performance degradation following an automated update
These situations are taken seriously. Our team will investigate every reported case before making a refund determination.
📋 Document the Issue Before Reaching Out
A well-documented report significantly speeds up the review process and strengthens your refund case. Please gather the following before contacting support:
- Screenshots or screen recordings showing the broken elements (especially mobile view)
- The date and approximate time the issue first appeared
- The specific Search Atlas actions or optimisations that were applied around that time
- Your website URL and the CMS or theme you are using
- Evidence of business impact if applicable — for example, analytics showing a drop in traffic or conversions during the affected period
- The charge amount and billing date you are requesting a refund for
📨 Submit Your Refund Request
Once you have gathered your documentation, contact our support team directly with the details above so our team can begin the review. Refund requests are assessed on a case-by-case basis, and a member of our team will follow up with the outcome of the review.
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.