🔍 Overview
Some customers encounter a situation where they try to cancel their subscription but receive a message stating there are no cancellable products, while the platform continues to attempt charging a payment method that has already failed. This article explains why this can happen and what to have ready when contacting our team for resolution.
⚠️ Why This Happens
This issue can occur when there is a conflict between your subscription status and a failed payment. When a payment is declined, the subscription may enter an intermediate state in which the cancellation flow does not detect an eligible product to cancel, returning a "no cancellable products" error, while payment attempts continue. Because this involves the underlying billing and subscription system, it typically requires direct action by our support team to resolve.
🚫 What Not To Do
- Do not attempt to cancel multiple times in quick succession. Repeated cancellation attempts in this state can cause your subscription record to fall further out of sync.
- Do not remove your payment method while a retry is pending. This may interfere with any pending payment processing and could prolong the issue.
- Do not create a new account to work around the issue — your data, credits, and OTTO quotas are tied to your existing account.
📋 What to Have Ready When You Escalate
Because this issue requires our team to act on your account directly, please have the following information available when you reach out:
- The exact error message you see when attempting to cancel (e.g., "no cancellable products" or any other on-screen text)
- Your account email address and any associated workspace or project name
- The date and time you first encountered the issue
- Whether you have received any failed payment notification emails, and approximately when
- The current subscription or plan name shown in your account
Having these details ready will allow our team to locate your billing record and resolve the loop as quickly as possible.
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.