🔍 Overview

Some customers have noticed recurring charges for OTTO top-ups — or continued plan billing — after cancelling their subscription or removing OTTO sites. This article explains why these charges can occur, what steps to take, and how our team can help resolve them quickly.

⚠️ Why Am I Still Being Charged After Cancelling?

In a small number of cases, a known billing issue has caused OTTO top-up charges to continue after a subscription was cancelled or OTTO sites were deactivated. This is not expected behaviour. The root causes include:

• Legacy billing records: Older accounts may retain billing line items that were not fully removed during cancellation.
• Top-up removal flag not applied: A system flag designed to stop recurring top-up charges was occasionally not triggered correctly when a site was deactivated.
• Duplicate billing events: In isolated cases, incorrect site pricing or duplicate billing events resulted in charges being applied more than once per cycle.

These issues have been identified and resolved on the platform side. However, if you have already been charged incorrectly, our team can investigate and process a refund where applicable.

📋 What Charges May Be Affected

The following types of charges may be involved in these billing disputes:

• Monthly OTTO top-up fees that continued after you removed or deactivated OTTO sites.
• Plan-level charges (for example, PRO plan billing) that persisted after your cancellation date.
• Repeated identical charges appearing every billing cycle without a corresponding active subscription or add-on.

✅ Steps to Take If You See Unexpected Charges

1. Check your OTTO sites status. Go to OTTO SEO → All Sites (SEO Automation) in the left sidebar (or navigate to /seo-automation-v3) and confirm whether any OTTO sites are still listed as active. If you see active sites you did not intentionally keep, note their names.
2. Review your billing history. In your account settings, open the billing or invoices section and identify the dates and amounts of the charges in question. Take note of how many months the charge has appeared.
3. Contact our support team via live chat. Our team will verify your cancellation date, audit the billing events on your account, and determine which charges qualify for a refund. Refunds for confirmed erroneous charges are processed as quickly as possible.

💡 What to Expect From the Refund Process

When you contact support with a billing dispute, here is what typically happens:

• Our team reviews your account history to confirm the cancellation or deactivation date.
• We identify all charges that occurred after that date and should not have been applied.
• Eligible refunds are processed back to your original payment method. Processing time depends on your bank or card provider but is usually 5–10 business days.
• We confirm with you once the refund has been issued.

There is no limit on how far back we can investigate, so even if charges span several months, please reach out and our team will review the full history.

🛡️ How to Prevent This in the Future

To reduce the risk of unexpected charges going forward:

• After cancelling your plan or removing OTTO sites, check your next billing statement to confirm no further charges appear.
• If a charge does appear in the following cycle, contact support immediately so it can be resolved before it repeats.
• Keep a note of your cancellation confirmation or the date you removed OTTO sites — this makes the dispute process faster.

🙋 Still Have Questions?

If you believe you have been incorrectly charged for OTTO top-ups or plan fees after cancellation, our team is ready to help review your account and issue any applicable refunds. 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.