🔍 Overview

Some customers have reported being charged twice when purchasing additional OTTO seats, without those seats actually appearing in their account. This is a known billing issue that our engineering team is actively working to resolve. If this has happened to you, follow the steps below to document the problem and get it corrected quickly.

⚠️ What Is Happening

When you attempt to purchase an extra OTTO seat, a billing error can cause your payment method to be charged more than once for the same transaction. Despite the duplicate charge, the new seat is not added to your account. This means you have been overcharged and have not received what you paid for. You should take action right away to ensure a full review and refund of the duplicate charge.

✅ Step-by-Step: What to Do

1. Stop attempting the purchase again. Retrying the transaction before the issue is resolved may result in additional duplicate charges.
2. Check your billing statement. Log in to your bank or payment provider and confirm that you see two separate charges for the same amount on the same or consecutive dates.
3. Note the charge details. Record the date, amount, and any transaction IDs shown on your statement. You will need this information when contacting support.
4. Verify your OTTO seat count. In the platform, go to the left sidebar and select OTTO SEO → SEO Automation (URL: /seo-automation-v3). Check whether the additional seat appears in your account. In most cases it will not be reflected despite the charge.
5. Contact support immediately. 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. Provide the charge dates, amounts, and transaction IDs so we can investigate and process a refund as quickly as possible.

📋 Information to Have Ready

To speed up your refund, have the following details available before you contact support:

• The exact amount charged and the date(s) of each transaction
• Any transaction or reference IDs from your bank or card statement
• A screenshot of your billing statement showing both charges (if possible)
• Your Search Atlas account email address

⏱️ What to Expect After Contacting Support

Once you reach a member of our team, they will:

• Verify the duplicate charge against your account billing history
• Confirm whether the OTTO seat was successfully added or not
• Initiate a refund for the duplicate charge to your original payment method
• Ensure your OTTO seat count is corrected if it was not updated

Refunds typically appear on your statement within 5–10 business days, depending on your bank or card provider.

🛡️ Preventing This in the Future

While our engineering team works on a permanent fix, we recommend the following precautions when purchasing additional OTTO seats:

• Only click the purchase button once and wait for a confirmation message before taking any further action
• If the page does not respond or times out, do not refresh and retry — contact support first to check whether the charge was applied
• Review your billing statement after any seat purchase to confirm you were charged only once

💬 Need Help?

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.