Overview
Some users have reported that after adding a new customer site to their OTTO AI setup, their AI and Premium credit balances display incorrectly — for example, showing a much lower available balance or an unexpectedly high usage figure. This is a known platform issue that has been investigated by the Search Atlas team.
In many cases, this is a display or quota calculation error that can be cleared with a few self-service steps before escalating to support.
What Causes This
This issue is related to how credit quota is calculated and displayed when a new project site is added to an account. In some cases, the system may incorrectly report available AI and Premium credits, making it appear as though credits had been consumed when they had not. This is a platform-side issue and is not caused by any action you took.
What This Issue Is Not
- This is not a billing error or a sign that your credits were actually used up.
- This is not caused by user actions such as running scans, generating content, or engaging OTTO — it is a display and quota calculation issue tied to project quota tracking.
What to Do
Try the following steps in order before contacting support:
- Hard-refresh your browser. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) on the credits or dashboard page to clear any cached display data.
- Open an incognito or private browsing window. Log in to Search Atlas and check your AI and Premium credit balances again. A fresh session bypasses locally cached quota data and can reveal whether the mismatch is a display-only issue.
- Log out and log back in. Signing out and signing back in forces the platform to reload your account quota from the server, which can resolve incorrect balance displays caused by stale session data.
- Wait a few minutes and recheck. If you just added the new customer site, quota recalculation may still be in progress. Allow a short interval and reload the page before concluding the balance is wrong.
If your credit balance still looks incorrect after completing the steps above, gather the following details before contacting support:
- The specific AI credit and Premium credit numbers you currently see (available balance and usage shown).
- The name or URL of the customer site you recently added.
- Approximately when you noticed the discrepancy.
- A screenshot of the incorrect balance if possible.
Still Seeing the Problem?
If the steps above did not resolve the issue, please contact the Search Atlas support team. Share the credit numbers you are seeing along with your account details so the team can investigate your quota on the backend and correct the mismatch directly. If you need help, you can reach our support team at any time.