If your billing dashboard shows a price higher than your contracted OTTO Advanced rate, this is most likely a display bug — not an overcharge. Contact billing support immediately if you believe an incorrect charge has been applied; our team will verify your account and process a refund if needed.
This article applies to customers with a written or contracted custom OTTO Advanced rate. If you are on a standard plan and believe your price changed, contact support to determine whether a product pricing update applies to your account.
🔍 What's Happening
Customers with custom or negotiated OTTO Advanced pricing may see the standard catalog price on their billing dashboard instead of their contracted rate.
- Who is affected: Accounts with a custom or negotiated OTTO Advanced pricing arrangement.
- What you see on the dashboard: The standard catalog price (the publicly listed price at searchatlas.com/pricing), which is higher than your contracted rate.
- What is actually happening: In most cases this is a display-only discrepancy. If you believe you have been incorrectly charged, contact billing support immediately so we can verify your account and issue a refund if needed.
Our billing team will verify the charge in your payment records to confirm no overcharge occurred.
🛠️ Workaround Steps
No self-service workaround is available — your account and billing settings require no changes on your end. Our billing support team will contact you directly via the email on your account within 2–3 business days to:
- Confirm your correct contracted rate.
- Verify the charge in your payment records and confirm whether any incorrect charges have been applied.
- Keep you updated on when the billing dashboard will reflect the accurate amount.
If you do not hear from us within that window, open a support ticket referencing this article.
📡 Engineering Status
Our engineering team is aware of this issue and is actively working on a fix. Your correct negotiated pricing is already stored in our system — the ongoing work is to ensure the billing dashboard accurately renders that rate, and where applicable, that the charge in your payment processor matches your contracted amount. There is no ETA yet for the fix.
This article will be updated as soon as a resolution is in place.
📞 When to Contact Billing Support
Contact our billing support team right away if any of the following apply:
- You have not been contacted by our team and want to confirm your contracted rate.
- You believe an incorrect charge has been processed on your account.
- You need written confirmation of your agreed pricing for your records.
If you believe you have already been charged an incorrect amount, reply to this article or contact billing support with your invoice number. Our team will audit your Stripe record and process a refund if an overcharge is confirmed.
Note: Some enterprise accounts are also seeing unrelated invoice display issues (incorrect line-item names or billing dates). If you notice those problems in addition to pricing, mention them when you contact billing support so they can be resolved in one interaction.
Wait for billing support outreach before making any changes to your plan or subscription — contact us directly and a billing support team member will verify your pricing and handle any account review needed.
🌀 We know that seeing an unexpected price is unsettling, and we're committed to making this right. Our team is actively working to fix the billing dashboard display, and a billing support team member will reach out to confirm your correct rate — if you have any questions in the meantime, contact us directly and we'll prioritize your account.