## 🔍 Overview

Some customers have noticed a mismatch between the number of OTTO sites they are being billed for and the number of sites that actually appear in their account. For example, you may be billed for 12 sites but only see 11 in the platform, or find that adding a previously removed site prompts an unexpected charge. This is a known backend issue that requires our team to correct manually.



## ⚙️ What Causes This?

This discrepancy is caused by a backend quota or billing sync issue. Known related problems include:

- OTTO site quotas showing a higher or lower number than what was originally purchased.
- Re-adding a site triggering a new charge even when a billing slot already exists for it.

These issues cannot be self-resolved from within the platform because they require a backend correction by a specialized team.



## 📊 How to Check Your OTTO Site Count

Before reaching out, confirm the discrepancy on your end:

1. Navigate to OTTO SEO → All Sites (OTTO SEO Projects) to view all sites currently connected to OTTO.
2. Count the number of active sites listed there.
3. Compare that number to the quantity of OTTO sites shown on your billing dashboard.
4. If the billed quantity is higher than your active site count, or if adding a site you previously had prompts an unexpected charge, you have a discrepancy that needs to be corrected.

## 🚀 How to Get This Fixed

Because this issue requires a backend correction, our specialized team can resolve it once they are made aware of it. Follow these steps to get your discrepancy corrected as fast as possible:

1. Gather the following details before reaching out — having these ready will allow the team to escalate your case immediately:

   - The number of OTTO sites you are currently being billed for.
   - The number of active OTTO sites you can see in your account.
   - The domain(s) that are missing or causing an unexpected charge.
   - A brief description of what action triggered the discrepancy (for example, re-adding a removed site).
2. Open the chat widget inside the Search Atlas platform and send a message to our support team. Include all the details listed above in your first message so no back-and-forth is needed.
3. If you prefer, you can also email us at support@searchatlas.com with the same details.
4. Our support team will confirm receipt and escalate your case to the specialized internal team who performs the backend correction. You do not need to take any further action after submitting your report.
5. You will be notified once the correction has been applied and your site count and billing are back in alignment — no additional charge is applied for the correction.

## 💡 What to Expect

Once our team receives your report, the discrepancy is escalated to a specialized internal team who performs a backend correction. The fix brings your site count and billing back into alignment. To help our team resolve this as quickly as possible, make sure to include all the details listed above — specifically the billed site count, the active site count you see in the platform, and the affected domain(s) — when you first reach out. If you are unsure whether you have a discrepancy, follow the steps in the **How to Check Your OTTO Site Count** section above before contacting support. If you need further assistance, our team is happy to help — reach out via the in-platform chat at any time.