🔍 Overview
If you are experiencing multiple technical issues — such as delays in OTTO SEO actions, repeated or identical content suggestions, incorrect scoring results, or unexpected tool behavior — and these issues are affecting your ability to use the platform, you may be eligible for a billing adjustment while our engineering teams work on a fix. This article explains how to report bugs effectively, what to expect during the resolution process, and how to request billing relief.
⚠️ Common Technical Issues That Qualify for Escalation
The following types of issues have previously been escalated to engineering teams for investigation and resolution:
- OTTO SEO deployment delays: Actions queued in Left sidebar → OTTO SEO → Overview that take longer than expected to process or appear stuck.
- Duplicate or identical content suggestions: The platform repeatedly suggesting the same titles, headings, or recommendations without variation.
- Incorrect scoring or heatmap results: Scores that do not reflect the actual state of your content or site.
- Unexpected tool behavior in country or language settings: Tools switching regions or languages without your input.
If you are experiencing one or more of these issues, document each one separately before contacting support. This speeds up the escalation process significantly.
📋 How to Document Your Issues Before Contacting Support
To help our team escalate your case quickly, prepare the following information for each issue:
- Describe the issue clearly: What were you doing when it occurred? What did you expect to happen, and what happened instead?
- Note the affected feature and page: For example, OTTO SEO → Site Audit → All Audits, or the specific tool you were using.
- Record the date and time when you first noticed each problem.
- Take screenshots or screen recordings that clearly show the unexpected behavior.
- List each issue separately — do not group multiple bugs into a single description, as each one is likely routed to a different engineering team.
⏱️ What Happens After You Report a Bug
Once your issues are reported to our support team, here is what to expect:
- Ticket creation: Each confirmed bug is assigned a unique internal ticket number so it can be tracked independently.
- Team routing: Issues are routed to the relevant engineering team (for example, OTTO SEO infrastructure, billing systems, or content generation).
- Status updates: Tickets move through stages including In Development, In Review, and Awaiting Release. Our support team can provide status updates on any of your open tickets.
- Resolution timeline: Complex bugs may require several days or weeks depending on their scope. Our team will keep you informed as progress is made.
💳 Requesting a Billing Adjustment or Pause
If confirmed platform bugs are preventing you from using core features, you may request a billing adjustment. This is handled on a case-by-case basis by our support team. Here is what you should know:
- Billing adjustments such as account credits or temporary pauses on invoicing are available when technical issues are verified and escalated.
- A credit or billing pause does not cancel your subscription — your account and data remain fully intact.
- Any adjusted billing timeline (for example, a deferred invoice date) will be confirmed in writing by the support agent handling your case.
- Billing relief requests must be made through the live chat widget — they cannot be processed automatically.
When you contact support to request a billing adjustment, reference the issues you have documented and mention that you would like a billing review while the bugs are under investigation.
✅ Checking the Status of Your Reported Issues
After your tickets have been created, you can follow up at any time through the live chat widget. Have your ticket numbers ready if they were shared with you, as this allows the support team to pull up your case immediately and give you a current status update.
💬 Need Help Now?
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.