## 🔍 Overview

When you purchase an additional OTTO site part-way through your billing cycle, the platform calculates a prorated charge for the remaining days in that cycle. On your next invoice date, you are then billed the full recurring amount for all active sites going forward. In some cases, a known billing issue can cause both the prorated amount and the full amount to appear on the same invoice, resulting in an overcharge.



## 📋 What a Correct Mid-Cycle Purchase Looks Like

Here is how billing should work when you add an OTTO site partway through your cycle:

1. **At the time of purchase:** You are charged a prorated amount covering only the remaining days in your current billing period.
2. **On your next invoice date:** You are charged the full recurring rate for all active OTTO sites going forward.

The prorated charge and the next full invoice charge should **never** appear as a combined single overcharge on the same invoice. If the total on your invoice seems higher than expected, you may have been affected by a duplicate proration charge.



## ⚠️ Signs You May Have Been Overcharged

- You added an OTTO site near the end of your billing cycle (for example, on the last one or two days of the month).
- Your very next invoice total is higher than the expected full recurring rate for your sites.
- The invoice amount appears to include both a prorated charge and a full recurring charge combined into one total.

## 🛠️ What Our Team Does to Fix This

This is a known issue that our engineering team is actively working to resolve at the system level. When a duplicate proration charge is confirmed, our support team corrects it by applying a one-time, non-recurring account credit equal to the overcharged amount. This credit is applied directly to your account and does not expire at your next billing period, so it will be used against your next invoice automatically.

You do not need to take any manual action once the credit has been applied — it offsets the overcharge on your next billing cycle.



## ✅ Steps to Take If You Suspect a Double Charge

1. Check the invoice in question and note the total amount charged.
2. Calculate what you expected to pay: the prorated amount for the new site plus your regular recurring total, or just the new full recurring total if the proration was already charged separately.
3. If there is a discrepancy, make a note of the date you purchased the additional OTTO site and the invoice date.
4. Contact our support team using the live chat widget (see below) with this information so an agent can investigate and apply a correction credit if a duplicate charge is confirmed.

## 💡 Important Notes

- Credits applied to correct overcharges are **non-recurring** — they are a one-time adjustment and will not repeat on future invoices.
- Credits do not expire at your next billing date; they remain on your account until used.
- This issue is more likely to occur when an OTTO site is purchased very close to your billing cycle renewal date.
- Our engineering team has this issue under active investigation to prevent it from occurring in the future.

## 💬 Still Need Help?

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.