## **Overview**

If you have purchased an OTTO Sites top-up and want to cancel it before your next billing date — while keeping access to your remaining credits until then — you may encounter a **'Service not found'** error or find that the cancellation does not complete successfully. This is a known billing issue that requires our team to resolve on your behalf.

This article explains what is happening, what to expect, and exactly how to get it fixed quickly.

## **⚠️ What Is Happening**

A bug in the billing system can cause OTTO Sites top-up subscriptions to enter a broken state where:

- The self-service cancellation flow returns a **'Service not found'** error.
- The subscription appears active on the dashboard but cannot be managed.
- Attempting to cancel may unexpectedly remove your access to the top-up credits immediately, rather than at the end of your billing cycle.

Because the cancellation cannot be completed from inside the platform on your own, our support team must make the change from the backend. Once they do, the system will be configured so that your access continues until your renewal date and no further charges are made after that.

## **✅ What the Fix Looks Like**

When our team resolves this, two things happen:

1. The broken subscription entry is removed and reconfigured so that auto-cancellation is set for your renewal date — meaning you keep full access to your credits until that date.
2. All future charges for the top-up are stopped. You will not be billed again.

You do not lose any credits or access you have already paid for. The fix is designed to honour the access period you have already purchased.

## **🚀 How to Get This Resolved**

Because this issue requires a backend fix, here is exactly what to do to get it sorted as quickly as possible:

1. Before reaching out, check your billing or subscription settings to find your current renewal or next billing date. Have this ready to share with the support agent so they can configure the auto-cancellation correctly.
2. Contact our support team and request a backend cancellation for your OTTO Sites top-up.
3. Tell the agent: *'My OTTO Sites top-up cancellation is failing with a Service not found error. I want to cancel before my next charge but keep access until my renewal date.'* Provide your renewal date when asked.
4. The agent will apply the backend fix, set up the auto-cancellation for your renewal date, and confirm that no further charges will be made.
5. After the agent confirms the fix, follow up with them directly if you have any questions about whether your access remains active or when the cancellation takes effect.

## **🛠️ Steps to Try Before Contacting Support**

While this issue ultimately requires a backend fix, you can take these steps first

If you need further assistance, please don't hesitate to reach out to our support team via the chat icon in the bottom-right corner of the screen.