## 🔍 Why Did I Get Charged for Otto Sites Top Off?

Otto Sites Top Off is an add-on that activates additional OTTO-managed sites beyond your plan's included limit. Unexpected charges for this add-on are most commonly caused by one of the following:

- **Auto-renewal after self-service removal:** In some cases, a known platform issue caused a deactivated Otto Sites Top Off to remain active in the billing system and continue charging even after removal.
- **Legacy billing migration:** Customers moved from older pricing plans may have been charged at incorrect rates or received duplicate billing events during the transition.
- **Quota top-up accounting errors:** A billing system issue affected quota top-up, upgrade, and seat accounting, leading to repeated or inflated charges for some accounts.
- **UNLIMITEDQUOTASOFEB promotion removal:** When a limited-time unlimited quota promotion ended, some accounts were automatically switched to paid top-up plans without sufficient notice.

## ⚠️ Common Charge Scenarios

You may have experienced one of the following situations:

- A **$199 or $200 charge** appearing for Otto Sites Top Off that you did not knowingly activate.
- The **same erroneous charge repeating every month** even after a refund was issued for a previous month.
- A **lump-sum balance** reflecting multiple months of incorrect billing that has accumulated over time.
- Charges continuing **after you removed the add-on** through the self-service settings.

## ✅ Steps to Take Right Now

1. **Check your active add-ons:** Go to the top-right corner (avatar) → Billing and confirm whether Otto Sites Top Off is listed as active. If it is and you did not intentionally enable it, do not wait — contact support immediately using the chat widget below.
2. **Gather your charge details:** Note the exact dates, amounts, and any invoice or transaction IDs for every charge you believe is unauthorized. This speeds up the review process significantly.
3. **Do not attempt to cancel and re-subscribe** to resolve the issue, as this can create additional billing complications. Let the support team handle corrections directly.
4. **Contact support via live chat:** 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. Share your charge dates and amounts so the team can locate your billing records and begin a refund review.

## 💰 Refunds: What to Expect

Our billing team is authorized to review and issue refunds for charges that are confirmed to be erroneous. Here is what typically happens after you contact support:

- The team will verify your billing history and cross-reference it against your plan settings and add-on activity.
- If unauthorized charges are confirmed, a refund will be initiated. Refunds generally appear on your original payment method within **5–10 business days**, depending on your bank or card provider.
- If the issue involved recurring incorrect charges, the team will also ensure the add-on is fully deactivated in the billing system — not just the front-end settings — to prevent future charges.

## 🛡️ How to Prevent This in the Future

- **Review your invoice each billing cycle.** Log in to your account and check the billing section for any line items you do not recognize.
- **Confirm add-on removal is reflected in billing.** After removing any add-on through self-service, check the next invoice to verify the charge no longer appears.
- **Monitor plan-change communications.** If Search Atlas sends a notification about promotional pricing ending or plan changes, review it carefully to understand any impact on your billing.

## 💬 Still 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. Please have your billing dates and charge amounts ready so we can resolve your case as quickly as possible.