## 🔍 What This Article Covers

Some customers have noticed unexpected recurring charges on their invoices, including automatic top-ups for OTTO AI Suggestions or extra user seats they did not intentionally activate. This article explains what these charges are, how to recognize them, and how to get them removed.



## 📊 Understanding the Charges

Recurring top-up charges can appear on your invoice for two main reasons:

- **OTTO AI Suggestion top-ups:** Additional quota purchased automatically when your OTTO AI Suggestion allowance runs out.
- **Extra user seat top-ups:** Additional charges applied when your account has more active seats than your plan includes.

These charges may recur each billing cycle if the top-up setting is not turned off. You may not have knowingly enabled them — in some cases, they were activated as a result of plan or quota changes applied across accounts.



## ⚠️ How to Identify an Unauthorized Top-Up Charge

Review your invoice carefully for line items that reference top-ups or extra seats. A single invoice may contain more than one type of top-up charge. For example, a total unexpected charge may be made up of separate items — such as an OTTO AI Suggestion top-up and a per-seat overage charge — billed together.

If you see any recurring top-up line items you do not recognize or did not approve, follow the steps below.



## 🛠️ How to Request Removal of Recurring Top-Ups

At this time, recurring top-up settings are managed by the Search Atlas billing team. To have them canceled, please follow these steps:

1. Locate the invoice number(s) that include the unexpected charge. Invoice numbers are visible in your billing history inside the platform.
2. Note the specific line items and amounts you are disputing (for example, OTTO AI Suggestion top-up or extra seat charges).
3. Contact the Search Atlas support team directly through the platform's support chat.
4. Provide the agent with your invoice number(s), the line items in question, and confirm you want all recurring top-ups removed from your account.

Our billing team will identify each charge, escalate to the appropriate team member, and confirm once the recurring top-ups have been canceled.



## 💡 Refunds and Credit Options

Once the top-up is confirmed as unauthorized and removed, the billing team will work with you on a resolution. Depending on your situation, resolution may take the form of:

- A refund to your original payment method, or
- Hyperdrive Credits (HDC) added directly to your account as an equivalent alternative.

The type of resolution offered will be confirmed by the billing team agent handling your case.



## 🚀 Preventing Future Unauthorized Top-Ups

To reduce the risk of unexpected recurring charges in the future: