## 🔍 Overview

If you need to cancel your Search Atlas subscription before a specific date, this article explains how the cancellation process works — including what happens to any active OTTO AI top-ups you have on your account.



## ⚙️ How Subscription Cancellation Works

When your main Search Atlas subscription is cancelled, the following happens automatically:

- Your plan is deactivated on the requested cancellation date.
- Any active OTTO AI top-ups are cancelled automatically at the end of the billing period, when the main plan's cancellation takes effect.
- Until that point, top-ups will continue to bill unless cancelled separately via Profile avatar → Billing → Services → ⋮ menu on the top-up → Cancel.

Note: Deleting an OTTO site project does not stop the recurring top-up charge — it only releases the project's OTTO slot. Deep Freeze also does not cancel the top-up.



## 🛠️ What to Do If You Cannot Cancel a Top-Up Yourself

Some customers have encountered an error when trying to cancel OTTO top-ups directly from within the platform. If this happens to you, do not worry — this is a known issue that our team can resolve on your behalf.

If you are unable to complete the cancellation yourself, contact our support team as soon as possible, especially if you have a specific cancellation deadline. Our team can cancel both your plan and any associated top-ups from our end and confirm once everything has been removed.



## 📋 What to Expect After Cancellation

Once your subscription and top-ups are cancelled by our team, you should expect the following:

- A confirmation that your plan has been cancelled.
- Confirmation that your OTTO top-ups have been cancelled.
- No further charges for your subscription or top-ups after the cancellation date.

**Important:** If you notice any unexpected charges after your cancellation date, contact our support team immediately so we can investigate and resolve the issue promptly.



## 💡 Tips Before You Cancel

- Make sure to download or export any reports or content you want to keep before your subscription ends, as access to the platform will end with your plan.
- If you have a specific date by which you need the cancellation to take effect, mention that date clearly when you contact support so the team can prioritise your request.
- Keep an eye on your billing statements in the days following cancellation to confirm no additional charges appear.

## 💬 Need Help?

If you are experiencing an error when trying to cancel, or if you want our team to handle the cancellation and confirm it is complete, we are happy to assist. If you need further assistance, please reach out to our support team directly and we will be happy to help.