🔍 Overview
After purchasing additional OTTO seats, most accounts are provisioned automatically. However, in some cases a known billing sync issue can prevent your new seats from appearing — even after a successful payment and receipt. This article explains how to confirm the problem and resolve it.
⚙️ What Causes This Issue
A quota provisioning gap can occur between our billing system and the product, meaning your account is charged correctly but the seats are not reflected in the platform. This is a known issue our engineering team is actively working to resolve.
✅ Step 1: Confirm the Charge Went Through
Before taking further action, verify that your payment was processed successfully:
- Log in to your Search Atlas account and navigate to your Billing section.
- Check that an invoice or receipt exists for the OTTO seat purchase.
- Look for a recent charge or transaction entry related to your OTTO seat add-on to confirm the payment completed.
If you can see a charge or invoice but your OTTO seats are still not available in the platform, proceed to the next step.
📊 Step 2: Check Your Current OTTO Quota
Navigate to your Avatar (top-right) → Billing → Plans & Top-ups (Team Members quota) and review your current seat quota. Compare the number of available OTTO sites against the number of seats you purchased. If the available seats do not match your purchase, your account has not been provisioned correctly and you will need to contact support for a manual fix.
⏱️ Step 3: Wait and Refresh (24-Hour Window)
In many cases, the provisioning delay resolves automatically within 24 hours of purchase. After confirming your charge and reviewing your quota:
- Wait up to 24 hours from the time of purchase.
- Log out of your Search Atlas account completely.
- Close your browser or clear your browser cache.
- Log back in and navigate to the OTTO section again.
- Check if your OTTO seat quota has updated.
If your seats appear after refreshing, the issue is resolved and you can begin connecting new OTTO sites immediately.
💬 Step 4: Contact Support for a Manual Fix
If your OTTO seats still do not appear after 24 hours and a full refresh, this issue requires a billing team member to manually update your quota on the back end. To help our team resolve this as quickly as possible, please have the following information ready before reaching out:
- The number of OTTO seats you purchased
- The date of purchase
- Your invoice number or confirmation email
- A screenshot of your current OTTO quota showing the mismatch
Once you contact support and share the above details, our billing team can apply the fix immediately on their end — you do not need to take any additional action inside the platform.
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.
🚀 What Happens Next
Once your request is received, our billing team will update your OTTO seat quota manually on the back end. After the fix is applied, you will receive a follow-up confirmation. We recommend refreshing the platform and checking your OTTO quota again to confirm the seats are now showing correctly.
💡 Tips to Avoid Confusion
- Always check your Billing section first to confirm a successful charge before assuming seats are missing.
- If you recently changed your subscription plan, be aware that plan changes can sometimes affect add-on quotas — mention this to the support agent when you reach out.
- Most provisioning issues resolve within 24 hours; a full browser refresh often helps the updated quota appear correctly.