🔍 Overview

If you have open OTTO SEO issues that have remained unresolved for an extended period — particularly 30 days or more — you may be eligible to request a credit adjustment for the impact those issues have had on your account. This article explains what qualifies, how to document your case, and how to submit a credit request effectively.

⚠️ What Counts as a Long-Outstanding Issue

A long-outstanding issue is one that has been actively affecting your OTTO SEO deployment or credit usage for a significant period without a confirmed resolution. Common examples that may qualify include:

• Unresolved deployment errors that prevent OTTO from applying recommendations correctly.
• Credit drain caused by known platform behaviour, such as OTTO flagging its own injected elements as audit errors or repeatedly processing image alt tags despite no changes.
• Recommendation generation failures where OTTO is unable to produce suggestions even when sufficient credits are available.
• Any issue open for 30 days or more that has measurably limited your ability to use the product as intended.

📋 Before You Submit a Credit Request

To help our team assess your case quickly, gather the following information before reaching out:

1. Issue description: A brief summary of each problem you experienced, including when it first appeared.
2. Duration: The approximate start date for each issue and whether it is still ongoing.
3. Impact on credits: Estimate how many credits were consumed or wasted as a direct result of the issue. You can review your credit usage history inside the platform by clicking your Avatar (top-right) → Billing → Activity Log.
4. Affected sites or projects: List the domain(s) or OTTO projects impacted.
5. Any previous support interactions: Reference any earlier conversations where the issue was reported so our team can locate the history quickly.

🛠️ Known Issues That Have Affected Accounts

The following platform-level issues have been identified and may have impacted your OTTO SEO usage. If any of these apply to your account, mention them specifically in your credit request:

• Site Audit flagging OTTO-injected elements as errors: This caused some accounts to see inflated audit error counts. The only available resolution at the time was removing the OTTO pixel. If this affected your workflow or credit usage, note it in your request.
• Image alt tag re-processing: Some accounts experienced repeated credit consumption as OTTO continued to process image alt tags. If you observed unusual credit drain related to alt tags, include an estimate of the credits affected.
• Recommendation generation failures: A known issue prevented OTTO from generating recommendations for some projects even when credits were available. If this blocked your deployment strategy, document the period it occurred and the projects involved.

Our team will cross-reference your account data against these known issues to validate your request.

📊 How Credits Are Evaluated

Credit requests are reviewed on a case-by-case basis. Our team considers:

• Whether the issue was a confirmed platform bug or limitation.
• The length of time the issue was active on your account.
• The measurable credit or workflow impact directly tied to the issue.
• Whether the issue has since been resolved or a workaround was available.

Credits are not automatically applied — you must submit a request through the live chat support channel described below. Submitting a clear, documented case significantly speeds up the review process.

✅ How to Submit Your Credit Request

1. Open the Search Atlas platform and navigate to any page.
2. Click the chat widget in the bottom-right corner of the screen.
3. Type human teammate to be connected with a support team member.
4. Provide your prepared information: the issues experienced, their duration, the domains affected, and your credit impact estimate.
5. Our team will review your account history and respond with a decision or follow-up questions.

If you have multiple issues to report, list all of them in your initial message so they can be reviewed together in a single case.

💡 Tips for a Faster Resolution

• Be specific about dates and credit amounts — vague requests take longer to process.
• If you have screenshots of error messages or unusual audit results, be ready to share them during the chat session.
• Reference this article when you open the chat so the agent has immediate context for your request type.

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.