Search Atlas Help Center

🔄 Otto Credits Top-Up Not Processing — Fix It

Open in
View as Markdown Open in ChatGPT Open in Claude
Camilo Aponte

Camilo Aponte

Last updated on Sep 30, 2026

🧭 Overview

If you topped up Otto credits before your renewal date but the transaction did not complete or your credit balance did not update, a browser cache conflict is most likely the cause. This is a known issue that can prevent the top-up page from loading fresh session data, causing the transaction to fail silently. The steps below walk you through clearing your cache and completing the top-up successfully.

⚠️ Signs You Are Affected

  • You attempted a top-up but your Otto credit balance did not increase.
  • The top-up page appeared to load correctly but the transaction never confirmed.
  • You were charged or saw a pending charge, but credits were not applied.
  • Refreshing the page shows the same credit balance as before the top-up attempt.

🛠️ Step 1 — Clear Your Browser Cache

Start by clearing cached data in your browser. Choose the instructions that match your browser below.

Google Chrome

  1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac).
  2. Set the time range to All time.
  3. Check Cached images and files and Cookies and other site data.
  4. Click Clear data.

Mozilla Firefox

  1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac).
  2. Set the time range to Everything.
  3. Check Cache and Cookies and Site Data.
  4. Click Clear Now.

Microsoft Edge

  1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac).
  2. Set the time range to All time.
  3. Check Cached images and files and Cookies and other site data.
  4. Click Clear now.

Safari (Mac)

  1. In the top menu, click Safari → Settings → Advanced.
  2. Enable Show features for web developers.
  3. From the top menu, click Develop → Empty Caches.

🔄 Step 2 — Retry the Otto Credits Top-Up

  1. Close all Search Atlas browser tabs completely.
  2. Open a fresh browser window and log back in to Search Atlas.
  3. In the left sidebar, click OTTO SEO → SEO Automation (URL: /seo-automation-v3).
  4. Navigate to your Otto credits section and initiate a new top-up.
  5. Complete the transaction and confirm your updated credit balance on screen.

✅ Step 3 — Confirm the Top-Up Was Applied

After completing the top-up, verify the following before closing the page:

  • A confirmation message or receipt is displayed on screen.
  • Your Otto credits balance reflects the new amount immediately.
  • No error messages appear after submitting payment.

If the balance still does not update after 2–3 minutes, perform a hard refresh by pressing Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force the page to reload without cached data.

🕵️ Try a Private or Incognito Window

If clearing your cache does not resolve the issue, try completing the top-up in a private or incognito window. This bypasses all stored cache and cookies without requiring you to clear them permanently.

  • Chrome / Edge: Press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac).
  • Firefox: Press Ctrl + Shift + P (Windows) or Cmd + Shift + P (Mac).
  • Safari: Click File → New Private Window.

Log in to Search Atlas in the private window and attempt the top-up again. If it succeeds here, the issue is confirmed to be cache-related and the steps in Step 1 above will resolve it for your regular browser session.

💳 If You Were Charged but Credits Were Not Applied

If you see a charge on your payment method but your Otto credit balance was not updated, do not attempt the top-up again before contacting support. Our team can verify the transaction and apply the credits manually to avoid a duplicate charge.

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.