🔍 Overview
Some customers notice a large or unexpected OTTO AI credit charge — sometimes 50,000 credits or more — without a clear explanation of what triggered it. This article explains what to do if you believe a charge was made in error and how to request a refund.
⚙️ How OTTO AI Credits Work
OTTO AI credits are consumed whenever OTTO performs automated SEO actions on your connected sites. Credits are drawn from your plan's monthly quota. When your quota runs low, the platform may automatically trigger a top-up to keep your active sites running without interruption.
- Automatic top-ups: If your account has auto top-up enabled, additional credit packages may be purchased automatically once your balance drops below a set threshold.
- Multiple active sites: The more sites you have actively running OTTO optimisation, the faster credits are consumed. Sites that are paused or inactive do not consume credits.
💡 Common Reasons for Unexpected Charges
- Auto top-up triggered automatically: Your balance may have fallen below a threshold and a top-up package was purchased without a manual confirmation step.
- Credits consumed without expected results: In some cases, credits may be drawn without producing the visible output you expected.
- Billing discrepancies: In rare cases, a charge may appear that does not match your expected usage. These situations can be reviewed and resolved by our support team.
🛠️ How to Request a Refund
If you believe you were charged for credits you did not intentionally purchase or that were consumed due to a platform error, you may be eligible for a refund. To help our team investigate and process your request as quickly as possible, please have the following information ready before reaching out:
- The date the unexpected charge occurred
- The credit amount involved
- The charge amount in your billing (if applicable)
- Your account or project name
- A brief description of why you believe the charge was made in error
Our support team will review your billing history and, if the charge is confirmed to be erroneous, will process a refund or credit adjustment on your account.
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.