🔍 What Happened to Your Sites and AI Credits?
If your account previously included an add-on package (such as extra sites or AI credits) that has since been deprecated, our system may have removed those add-on entitlements when the package was retired. In some cases, this caused accounts to appear as though they had fewer sites or credits than expected — even if you were still being charged at the same rate.
This is a known issue and our engineering team has been actively working on fixes. This article explains what happened, what you should expect, and how to get your account corrected quickly.
⚠️ Why Your Entitlements May Have Changed
When a legacy add-on is deprecated, our billing system is supposed to automatically migrate affected accounts to a comparable plan — such as the Agency plan — that covers the same number of sites and credits. In some cases, this migration did not complete correctly, which meant:
- Sites were removed from your account without a matching plan upgrade.
- AI credits were reduced below your previous allocation.
- Your billing amount did not change, so you were paying the same or more for fewer features.
- Your account was not automatically moved to the Agency plan as intended.
We understand how frustrating it is to lose access to resources you are paying for. These outcomes were unintended and are being resolved on a per-account basis.
📊 What You Should Be Getting on the Agency Plan
The Agency plan is the intended destination for customers who previously held a Pro plan plus a multi-site or credit add-on package. Here is what the Agency plan includes compared to a typical deprecated add-on configuration:
- Sites: The Agency plan supports significantly more managed sites than the base Pro plan with a small add-on.
- AI Credits: The Agency plan includes a higher monthly AI credit allocation that covers the volume previously provided by your add-on.
- OTTO SEO: Full OTTO entitlements are included — note that a separate bug affecting OTTO Google Ads entitlements on in-place upgrades has already been resolved.
- Pricing: Your upgrade to the Agency plan should reflect any existing discounts on your account. A known issue where annual upgrade discounts were not carried forward has been flagged for resolution.
🚀 How to Get Your Account Corrected
Because these issues affect billing and provisioning at the account level, our support team needs to review and manually correct your account. Follow these steps:
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Open the live chat widget in the bottom-right corner of the platform.
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Type human teammate to be connected with a member of our team.
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Share the following information to speed up the resolution:
- Your account email address.
- The number of sites and AI credits you had before the deprecation.
- Your current billing amount and the date it was last changed.
- Any screenshots or billing receipts you have available.
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Our team will verify your previous entitlements, correct your plan to Agency, and ensure your billing accurately reflects the value you are receiving.
💡 Will I Be Charged More After Moving to the Agency Plan?
You should not pay more for the Agency plan than you were paying for your previous Pro plus add-on combination. If your account qualifies for a discount that was active on your previous plan, our team will ensure that discount is honoured on the Agency plan. Please flag this explicitly when you contact support so it can be reviewed alongside your plan correction.
⏱️ How Long Will the Fix Take?
Most account corrections are completed within one business day once our support team has verified your details. If your case involves a billing adjustment or credit, it may take a short additional time to process through our billing system. Our team will keep you updated throughout.
🛡️ Preventing This From Happening Again
Our engineering team has shipped several fixes related to this issue, including corrections to how plan upgrades provision entitlements and how quota top-ups are applied during multi-step upgrades. We are also reviewing plan tier validation to ensure accounts are correctly provisioned going forward. If you notice any discrepancy between what your plan shows and what you are being billed, please contact support immediately so we can investigate.
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.