Overview
If you are on a legacy PRO plan that included 5 OTTO Sites plus 1 paid add-on, but your account now shows only 4 included sites, your quota may have been incorrectly migrated during a billing system update. This article explains what causes the discrepancy and how it gets resolved.
What Causes This Issue
Legacy PRO plans carried specific OTTO Sites entitlements — including any paid top-ups — that were not always accurately carried over when accounts moved to a newer billing system. Engineering has confirmed and resolved several related quota migration issues, but some individual accounts may still need a manual correction applied by the support team.
Step 1 — Confirm Your Entitlement Before Reaching Out
- Log in to your Search Atlas account and navigate to your account or subscription settings to check the number of OTTO Sites currently shown.
- Compare that number against your expected entitlement: legacy PRO plans included 5 OTTO Sites, plus 1 additional site per paid top-up add-on purchased.
- Note whether any of your projects are currently active or frozen — the support team will ask for this information when reviewing your account.
- Locate any records of your original plan and paid add-ons (for example, a billing confirmation email or invoice showing the OTTO Sites add-on purchase).
Step 2 — Submit a Correction Request
This quota correction cannot be made from within your account settings — it requires a manual adjustment by the Search Atlas team. To get this resolved quickly, contact support and include the following in your message:
- Your account email address
- The number of OTTO Sites currently shown in your account
- The number of OTTO Sites you expect based on your legacy PRO plan (e.g., 5 included + 1 paid add-on = 6 total)
- Any billing records or invoices showing your original plan and add-on purchases
- A list of which projects on your account are currently active versus frozen
Step 3 — What Happens After You Contact Support
Once the support team receives your request, they will review your billing record to confirm your legacy PRO plan and any paid top-ups. If the discrepancy is confirmed, a quota correction will be applied directly to your account — no action is needed on your end. After the correction is applied, log back in and verify that your OTTO Sites count reflects the correct entitlement.
Tips to Speed Up the Process
- Send all the information listed in Step 2 in your first message to avoid back-and-forth delays.
- If you have a billing confirmation email or invoice showing the paid OTTO Sites add-on, attach it to your support request.
If your OTTO Sites quota does not reflect your legacy PRO plan entitlement, please contact us via the live chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team so we can review and correct your account.