## **🔍 Overview**

If you have been charged twice for an add-on such as GBP Automated Postings, or if you are concerned that a recently purchased top-up (for example, OTTO SITES credits) will be charged again when your monthly subscription renews, this article explains what causes these issues and how our team resolves them.



## **⚠️ What Causes Double Charges on Add-Ons?**

Double charges can occur when a top-up or add-on purchase is bundled into your main Stripe subscription cycle and then billed again at renewal. This is a known billing behaviour that our engineering team is actively working to prevent. Common scenarios include:

- A GBP Automated Postings top-up being charged at purchase and then again on your next renewal date.
- An OTTO SITES top-up being added mid-cycle, creating uncertainty about whether it will renew automatically with your main plan.
- Add-ons from different products renewing on the same date as your core subscription, which is the expected behaviour since recurring top-ups and add-ons are added to the main plan's subscription and renew on the same billing date.

## **✅ What Our Support Team Does to Resolve This**

When a double charge is confirmed, our support agents follow a consistent resolution process:

1. **Verify the duplicate charge** — The agent reviews your billing history to confirm that the same item was charged more than once within the same billing cycle.
2. **Process a refund** — Once confirmed, the duplicate charge is refunded. Refunds typically appear on your original payment method within 5–10 business days depending on your bank or card issuer.
3. **Escalate billing separation** — If you have multiple add-ons or top-ups that should not renew alongside your main subscription, the agent escalates this to our specialised billing team.
4. **Adjust the renewal date** — The billing team separates the affected add-on and sets a new, independent renewal date (for example, moving an OTTO SITES top-up renewal from July to August) so it does not overlap with your main plan cycle.
5. **Confirm quota reset** — After the separation is complete, our team confirms that your credits or usage quotas have been correctly reset and are available for use.

## **🛠️ Steps to Take if You Suspect a Double Charge**

Because billing corrections require access to your account's payment records and Stripe configuration, these changes cannot be made directly from within the platform. However, you can take the following steps to prepare before contacting support:

1. **Check your email receipts** — Look for two separate charge confirmations for the same product or add-on within the same billing period.
2. **Note the amounts and dates** — Record the exact amounts, the dates they appeared on your statement, and the product name (for example, GBP Automated Postings or OTTO SITES).
3. **Identify your renewal date** — Note when your main subscription renews so the billing team can coordinate the separation correctly.
4. **Contact support via the chat widget** — Share the details you gathered so the agent can verify and act quickly.

## **📋 What to Include in Your Support Message**

To help our team resolve your case as fast as possible, include the following in your first message:

- The name of the add-on or top-up that was double-charged (for example, GBP Automated Postings, OTTO SITES credits).
- The charge amounts and the dates they appeared.
- Your main subscription renewal date.
- Whether you would like the add-on billing separated from your main subscription going forward.

## **🔄 Will My Quotas Be Affected?**

After a billing separation and renewal date adjustment, your credits and usage quotas are reviewed and reset by our team to ensure you are not penalised for the billing issue. If you notice that your quota does not reflect the correct amount after a refund or date change, mention this when you contact support so it can be corrected.



## **💬 Need Help?**

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.