Overview
It is easy to accidentally purchase an OTTO site add-on when your intention was to upgrade to a higher-tier plan. If this has happened to you, our team can review your account and process a refund for the mistaken charge.
How to Request a Refund
Because refunds require a manual review of your account, this process is handled directly by our support team. To help them locate your billing record and process your request as quickly as possible, please have the following ready before reaching out:
- The exact charge amount and date of the transaction
- The email address associated with your account
- A brief explanation that the add-on was purchased by mistake
If you also want to upgrade to a higher-tier plan, let the agent know — they can assist with that during the same interaction.
After the Refund
Once your refund is processed, you can work with our support team to complete the plan upgrade you originally intended.
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.