🔍 Overview
Some customers notice a mismatch between the number of OTTO sites they paid for and the number shown in their account. In some cases, attempts to downgrade the site count through the platform do not take effect, and an unexpected charge appears. This article explains what to do if your account is affected.
💡 Why This Happens
OTTO site quota mismatches and failed downgrades can occur due to account-level billing inconsistencies that require manual correction by our support team. These issues cannot always be resolved through self-service alone.
📋 What to Have Ready Before Contacting Support
Because this type of issue requires a manual correction on the backend, please gather the following information before reaching out so our team can resolve it as quickly as possible:
- Your project or account name as it appears in Search Atlas.
- The number of OTTO sites currently shown in your account versus the number you intended to have on your plan.
- Any unexpected charges: note the exact date(s) and amount(s) from your billing history (top-right corner avatar → Billing → Invoices / Activity Log).
- A description of what happened when you attempted to downgrade — for example, whether the change appeared to save but did not take effect, or whether the platform prevented you from reducing the count.
Our team will manually correct your site quota and review your eligibility for a refund where applicable.
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.