🔍 Overview
If you have purchased additional OTTO site slots (also called OTTO Sites add-ons) and want to stop them from renewing, you can request a cancellation through the platform. Some customers experience an error or see no change after attempting to cancel — this article explains why that happens and what to do next.
📋 Before You Begin
- OTTO Sites add-ons are billed as separate child subscriptions under your main Search Atlas plan.
- Cancellation stops the add-on from renewing at the next billing date. Your existing OTTO site activations remain available until the end of the current paid period.
- Cancelling the add-on does not automatically deactivate any sites already using those slots — you must freeze or deactivate those sites separately if needed.
⚙️ How to Cancel Your OTTO Sites Add-On
- Log in to Search Atlas and navigate to your Billing settings, accessible from your account menu.
- Locate the OTTO Sites add-on under your active subscriptions or add-ons section.
- Use the cancellation option available for the OTTO Sites line item to initiate the cancellation.
- After submitting your cancellation request, refresh the page to verify the add-on status has updated. If it still shows as active after refreshing, see the troubleshooting section below.
🚨 Common Issue: Cancellation Appears Successful but Doesn't Take Effect
Some customers complete the cancellation steps but after refreshing the page the add-on still shows as active. This is a known Stripe billing sync issue where the cancellation signal between Search Atlas and Stripe does not complete correctly.
What causes this? Your OTTO Sites add-on is managed as a child subscription in Stripe. In some cases, a temporary sync delay or a billing event can prevent the cancellation from being fully registered, causing the billing interface to appear unresponsive or to revert the cancellation.
🔧 What to Do If Cancellation Does Not Take Effect
Because this issue involves a Stripe billing sync problem at the backend level, it cannot be fully resolved through self-serve steps alone. If your OTTO Sites add-on continues to show as active after you have submitted your cancellation request, you will need to contact our support team to have the cancellation and sync corrected manually.
To help our team resolve this as quickly as possible, please have the following ready when you reach out:
- Your Search Atlas account email address
- The name of the OTTO Sites add-on or subscription you are trying to cancel
- The approximate date and time you attempted the cancellation
- A description of what you see in your billing settings (e.g., whether the add-on still shows as active or renewing)
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.