# **🧭 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.