🔍 Overview
If you are downgrading your plan or no longer need extra OTTO site slots, you may need to cancel your OTTO Sites add-on subscriptions. Some customers encounter a bug where the cancellation does not process correctly and the add-on remains active after a plan change or cancellation attempt. This article explains what to do if your OTTO site add-on is not cancelling as expected, and how to get this resolved by our support team.
⚙️ What Are OTTO Site Add-Ons?
OTTO site add-ons are additional site slot subscriptions billed separately from your base plan. They renew automatically each billing period. If you downgrade your plan or reduce the number of sites you manage, you should cancel any add-on slots you no longer need to stop future charges.
📋 How to Cancel an OTTO Sites Add-On
To cancel an OTTO Sites add-on, go to your Profile avatar → Billing → Services, then click the ⋮ (three-dot) menu on the add-on and select Cancel. A confirmation/retention step will appear before the final confirmation. If the add-on does not show a cancelled or non-renewing status after your cancellation attempt, this may indicate a billing sync issue that requires backend correction. A pending cancellation can be reversed from the same place with Activate.
If the cancellation is successful, the add-on will remain active until the end of the current billing period and will not renew after that date.
🐛 Known Issue: Cancellation Does Not Stick
Some customers have reported that after attempting to cancel an OTTO Sites add-on, the add-on still appears active. This is a known billing sync issue. If you experience this behaviour, our support team will need to resolve it on the backend.
🛠️ What to Do If Cancellation Does Not Work
If your OTTO Sites add-on is not cancelling correctly, this requires a backend correction by our team. Please do not attempt to cancel repeatedly while the issue is unresolved. To get this fixed as quickly as possible, have the following information ready when you contact us:
- Your Search Atlas account email address
- The name of the OTTO Sites add-on or project affected
- A description of what happened when you attempted to cancel (e.g. the add-on still showing as active after your attempt)
- The approximate date and time you attempted the cancellation
📊 OTTO Site Quota and Plan Downgrade Notes
When you downgrade your base plan, OTTO site add-on subscriptions and site quotas may be affected by billing sync issues. If you notice that site quota or credits appear incorrect after a plan downgrade or cancellation, our support team can investigate and correct this on the backend. Please have your account details and a description of the discrepancy ready when you reach out.
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.