🔍 Overview
After upgrading your subscription to add more OTTO sites, you may find that the platform still shows your old quota — blocking you from activating new sites or prompting you to purchase additional slots you've already paid for. This is a known sync issue between billing and quota management. Follow the self-serve steps below first; if those don't resolve it, our support team can correct it quickly.
🛠️ Step 1: Try These Self-Serve Fixes First
Before contacting support, work through the following steps in order — these resolve the majority of quota sync issues on their own:
- Log out and log back in. Sign out of your Search Atlas account completely, then sign back in. A fresh session forces the platform to re-fetch your current plan limits from the billing system.
- Hard-refresh your browser. Press Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac) to clear any cached page data, then navigate back to the OTTO dashboard.
- Try an incognito or private window. Open a new incognito/private browser window, log in to Search Atlas, and check whether your OTTO site quota now reflects your upgraded plan. This rules out browser cache or extension conflicts.
- Verify your payment completed successfully. Go to your billing or account settings and confirm that your upgrade payment was processed and your new plan is shown as active. If the payment is still pending, wait a few minutes and repeat the steps above.
- Wait up to 5 minutes and refresh again. Billing and quota systems can take a short time to sync after a successful payment. If your payment just completed, wait 5 minutes, log out, and log back in once more.
✅ Step 2: Confirm Your Quota Updated
After completing the steps above, navigate to your OTTO dashboard and verify that your site allowance reflects your upgraded plan. If the quota now shows correctly, proceed to add or activate your OTTO site as expected.
🆘 Step 3: Contact Support If the Issue Persists
If your quota still has not updated after completing all the steps above, the quota may need to be corrected manually on the back end. This can happen with certain plan upgrades, add-on purchases, top-up activations, or legacy billing migrations.
To get this fixed, please reach out to our support team via the in-platform chat. When you contact us, please include:
- Confirmation that you completed the self-serve steps above
- The date and type of upgrade or purchase you made
- A screenshot of your current OTTO quota and your billing/plan page
Our team will verify your billing record and correct the quota on your account.
💡 Why Does This Happen?
Quota mismatches after upgrades can occur for a few reasons:
- A delay or error in syncing your new plan limits after payment is processed.
- Add-on or top-up purchases not being reflected immediately in your quota.
- Account migrations between billing systems that affect how site limits are calculated.
Our engineering team is actively working to prevent these sync issues from occurring automatically.