🔍 Overview
Agency plan customers occasionally encounter quota or billing discrepancies, including incorrect project limits, unexpected seat overage charges, missing OTTO site entitlements, or confusion about add-on pricing. This article explains what each entitlement covers, what to check on your account, and how to get corrections applied.
📊 Understanding Your Agency Plan Entitlements
Your Agency plan includes several entitlements that are managed at the billing level. When any of these appear incorrect in your account, it is usually caused by a quota sync issue or a billing configuration error — not a change to your plan. The key entitlements to be aware of are:
- LLMv (AI project) quota: Agency plan customers are entitled to unlimited LLMv projects. If your account displays a fixed number such as 100, this is a known quota sync bug and must be corrected by the team.
- OTTO sites: Your plan includes a defined number of OTTO site entitlements. If a site is missing from your account, it can be added by the support team.
- User seats: Your plan includes a set number of seats. Additional seats beyond your plan limit are billed as overages, currently at $35 per seat. If your seat count was set incorrectly, overage charges that resulted from the error are eligible for credits.
- Google Ads add-on: If you accepted a promotional offer that includes the Google Ads add-on free for 12 months, this should be reflected in your billing automatically. If you are being charged for it unexpectedly, this can be reviewed and corrected.
⚠️ Common Issues and What They Mean
The following issues have been confirmed by our engineering and support teams:
- LLMv quota showing as 100 instead of unlimited: This is a known bug related to how plan quotas are synced. It does not reflect your actual entitlement. A fix has been implemented, but if your account still shows a capped number, contact support to have it corrected manually.
- Seat count higher than expected: During certain promotional periods (August–October), unlimited seat quotas were granted temporarily. After that period ended, seat counts were adjusted back to plan limits and overage billing resumed. If your seat count was corrected inaccurately, the team can reset it and apply credits for any incorrect overage charges.
- Missing OTTO site entitlement: If your plan includes an OTTO site that does not appear in your account, support can add the missing entitlement directly.
- Google Ads add-on charge appearing on invoice: If you are within a 12-month free promotional period for the Google Ads add-on and are being charged, this can be reviewed and corrected by support.
🛠️ What Support Can Do for You
Our support team has resolved issues like these by taking the following verified actions:
- Escalating LLMv quota bugs to the engineering team for a backend fix.
- Confirming Google Ads add-on promotional pricing and removing incorrect charges.
- Correcting seat counts to the accurate number and explaining the $35/seat overage rate.
- Adding missing OTTO site entitlements directly to the account.
- Applying account credits to offset overage charges that resulted from billing errors.
✅ Steps to Take Before Contacting Support
Before reaching out, gather the following information so the team can resolve your issue quickly:
- The specific quota or entitlement that appears incorrect (e.g., LLMv project limit, number of OTTO sites, seat count).
- The number you expect to see versus what is currently displayed in your account.
- Any invoices or charges you believe are incorrect, including the billing period they relate to.
- Whether you accepted a promotional offer (such as the 12-month free Google Ads add-on) and approximately when you signed up for it.
Having this information ready will allow the team to verify your entitlements and apply any necessary corrections or credits without delay.
💬 Still Seeing a Discrepancy?
Quota and billing entitlement corrections cannot be made by customers directly — they require a support agent to update your account on the backend. If your account still shows incorrect quotas, missing entitlements, or unexpected charges after reviewing this article, please reach out right away.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.