🔍 Overview
Some customers find that when they attempt to cancel one or more OTTO site top-ups on Search Atlas, an error blocks the action and the cancellation does not go through. This article explains the fastest way to get it resolved.
⚙️ What Causes This Issue
In some cases, OTTO site top-ups cannot be cancelled through the self-service interface. This means even after attempting to cancel, the top-ups may remain active. When self-service cancellation is not working, the billing team can resolve this manually on your behalf.
📋 Steps to Try First
- Locate your OTTO site top-ups within your Search Atlas account and attempt to cancel them using the available cancellation option.
- If the cancellation completes without an error, refresh the page to confirm the top-ups now show as cancelled.
🚨 If the Cancellation Fails
If you encounter an error and are unable to cancel your OTTO site top-ups, the issue will need to be resolved by our billing team. Because the cancellation error occurs at the backend level, it cannot be cleared through the self-service interface — a billing team member must manually process the cancellation on your account.
Follow these steps to get it fixed quickly:
- Note how many OTTO site top-ups you need cancelled so you can provide this information to our team.
- Contact our support team directly through the chat option available on the platform.
- Let the agent know that your OTTO site top-up cancellation is failing and provide the number of top-ups affected.
- Our billing team will cancel the top-ups on your behalf directly from the backend.
- Once confirmed by the agent, refresh the page — your OTTO sites should now show as cancelled.
✅ After the Fix
After the billing team has processed the cancellation, refresh your browser and check your OTTO site top-ups to verify that they are no longer showing as active. If any top-ups still appear active after refreshing, let the support agent know immediately so they can investigate further.
🙋 Still Need Help?
If you need further assistance, reach out to our support team through the chat option available on the platform and a member of our team will be happy to help.