🧊 What Happens When You Deep Freeze an OTTO Site
When you Deep Freeze an OTTO site — for example, after offboarding a client — the quota slot that site occupied is not released immediately. There is a 14-day holding period before the slot becomes available again. During this window, your total OTTO site count remains unchanged, which can prevent you from activating a new site.
💡 If You Cannot Wait — Request a Temporary OTTO Site
If the 14-day freeze window conflicts with your billing cycle or a live project deadline, our specialized team can grant a free temporary OTTO site to cover the gap. This is the same resolution our support agents have applied for customers in this situation.
Because this requires manual review by a higher-tier team, it cannot be self-served at this time. To request it as quickly as possible:
- 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.
- Explain that you have a Deep Frozen site holding a slot and that the 14-day wait conflicts with your billing cycle or active work.
- Have your project name and the approximate date the Deep Freeze was applied ready to share, so the team can review your case efficiently.
- The team will escalate your case and, where eligible, provision a temporary OTTO site for the duration of the freeze window.
🚫 How to Avoid This Issue in the Future
- Plan freezes around your billing date. If you know a client project is ending, try to Deep Freeze it shortly after your billing cycle renews so the 14-day window expires before your next cycle begins.
- Track your frozen sites. Keep a note of when each site was Deep Frozen so you can anticipate when slots will become available again.
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.