## 🔍 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

1. Locate your OTTO site top-ups within your Search Atlas account and attempt to cancel them using the available cancellation option.
2. 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:

1. Note how many OTTO site top-ups you need cancelled so you can provide this information to our team.
2. Contact our support team directly through the chat option available on the platform.
3. Let the agent know that your OTTO site top-up cancellation is failing and provide the number of top-ups affected.
4. Our billing team will cancel the top-ups on your behalf directly from the backend.
5. 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.