🔍 Overview
Some customers have noticed a mismatch between the number of OTTO sites they were billed for and the number they can actually activate. For example, you may see a charge for 10 OTTO sites but find you can only activate 5. This article explains why this happens, what to expect, and how to get it corrected quickly.
⚠️ Why Billing and OTTO Quota Can Get Out of Sync
Several known issues can cause a discrepancy between what you are charged and what you can use:
- Cancelled top-ups still charging: If you previously purchased an OTTO top-up and then cancelled it, a bug could cause the charge to continue appearing on your monthly invoice even though the quota was removed.
- Upgrade not applied correctly: When upgrading your OTTO quota (for example, from 5 to 7 sites), the entitlement shown in your account may not match the new quota level you were billed for.
- Duplicate billing events: In some cases, a checkout event was recorded more than once, resulting in an overcharge without a matching increase in your available OTTO quota.
- Plan migration or special offer conflicts: Customers who moved between legacy and current plans, or who activated a promotional offer, may have experienced quota accounting errors during the transition.
🧩 What This Looks Like in Your Account
You may experience one or more of the following symptoms:
- Your invoice shows a higher OTTO site count than your plan entitlement.
- You cannot activate or unfreeze projects even though you believe you have quota available.
- Your OTTO dashboard shows fewer available slots than you paid for.
- A top-up charge appears on your bill after you cancelled the add-on.
🛠️ How to Check Your Current OTTO Status
- In the left sidebar, navigate to OTTO SEO → SEO Automation (URL: /seo-automation-v3).
- Review the list of active and frozen OTTO projects.
- Note how many sites are shown as active, frozen, or available.
- Compare this number to what appears on your most recent invoice or plan summary.
If the numbers do not match — for example, you are billed for more sites than you can activate — you have a billing discrepancy that needs to be corrected by our team.
💡 What Our Team Can Do to Help
Our support team has the tools to investigate and resolve OTTO quota billing issues. When you reach out, we can:
- Audit your billing history and identify any duplicate or incorrect charges.
- Reconcile your quota entitlement so it matches what you actually paid for.
- Issue a refund or credit for any overcharges confirmed during the investigation.
- Unfreeze projects that were locked due to an incorrect quota count.
- Correct your plan so future invoices reflect the right OTTO site limit.
📋 What to Have Ready Before Contacting Support
To help us resolve your issue as quickly as possible, please have the following information ready:
- The number of OTTO sites you intended to have on your plan (for example, 7).
- The number of sites shown on your invoice or charge (for example, 10).
- The number of sites you can currently activate in the platform (for example, 5).
- The names or URLs of any projects that are frozen and need to be unfrozen.
- Approximate date when the discrepancy started or when the charge appeared.
⏱️ What to Expect After You Report the Issue
Once our team investigates your account:
- Audit: We will review your billing history, plan changes, and quota assignments to identify the root cause.
- Correction: We will update your OTTO quota entitlement so it matches what you paid for.
- Refund or credit: If you were overcharged, a refund or account credit will be applied. Refund timelines depend on your payment method but are typically processed within 5–10 business days.
- Project reactivation: If any projects were frozen because of the quota error, we will help you unfreeze them once the quota is corrected.
🆘 Get Help Now
If you are experiencing an OTTO quota billing discrepancy, our team is ready to investigate and resolve it. 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.
Please include the details listed in the section above so we can resolve your case as efficiently as possible.