## 🔍 Overview

Some accounts encounter a recurring error when attempting to reduce their OTTO Sites quota through the billing section. This can leave your account assigned a higher quota than you actually need. The issue is typically caused by a stale or deactivated top-up record associated with your account, and it requires backend correction by our specialized team.

This article explains how to attempt the downgrade yourself first, and what to do if the error persists.



## 🛠️ Step 1: Try the Self-Service Downgrade First

Before contacting support, try adjusting your OTTO Sites quota directly in the billing section:

1. Log in to your Search Atlas account.
2. Navigate to the top-right corner (avatar) → **Billing** → **Plans & Top-ups** (Billing) tab.
3. Locate the OTTO Sites top-up option.
4. Enter the reduced number of OTTO Sites you want to keep active (for example, if you want to go from 23 down to 7, enter 7).
5. Confirm and save the change.

If this completes successfully, no further action is needed. Your quota will be updated immediately.



## ⚠️ Step 2: What to Do If the Error Persists

If you receive an error after following Step 1 and the quota does not update, this indicates a backend issue that cannot be resolved through self-service alone. The most common cause is a stale or deactivated top-up record linked to your account that blocks the downgrade from processing correctly.

This is a known issue that our engineering team has worked to address. However, if your account is still affected, it requires manual correction by our specialized support team.



## 💬 Step 3: Contact Support for a Manual Fix

If the self-service steps above did not resolve the error, please reach out so our team can correct the record on the backend:

- Describe the error message you are seeing, if any.
- Include the number of OTTO Sites you currently have and the number you are trying to reduce to.
- Let the agent know the self-service downgrade already failed so they can escalate directly to the specialized team.

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.



## 📋 Additional Notes

- This error has been observed on accounts that previously changed plans or had top-up records modified during a plan transition.
- The issue does not affect your ability to use OTTO on currently active sites — only the quota adjustment is blocked.
- Once our team corrects the backend record, you will be able to manage your OTTO Sites quota normally going forward.