🔍 Overview
After upgrading your Search Atlas plan, you may find that you are unable to cancel an existing OTTO site top-up. The platform may display your services incorrectly, show the top-up as still active, or return an error when you attempt to remove it. This article explains why this happens and the steps you should take to resolve it.
⚙️ Why This Happens
OTTO site top-ups are billing add-ons tied to your subscription in our payment system. When you upgrade your plan, your underlying subscription record changes. In some cases, this causes a mismatch between what the platform displays and what exists in the billing system. Common symptoms include:
- The cancel button for a top-up is missing or unresponsive.
- A top-up still appears as active even after you attempted to remove it.
- You continue to be charged for a top-up that should have been cancelled.
- The platform does not reflect your current services accurately after the upgrade.
🚀 What to Try First
- Refresh your browser and navigate back to OTTO SEO → All Sites (SEO Automation) via the left sidebar (or go to /seo-automation-v3). Sometimes a stale session causes display issues.
- Log out and log back in to force your account data to reload with your updated plan details.
- Revisit your billing or add-ons section and attempt the cancellation again. After a plan upgrade, it can take a few moments for the system to sync correctly.
⚠️ When Self-Service Cancellation Is Not Available
If the steps above do not resolve the issue, the top-up cancellation likely requires a manual fix on the billing side. This is a known limitation that occurs when:
- The top-up's internal billing reference was not carried over correctly during the plan upgrade.
- The top-up is linked to a previous subscription record that no longer exists in the payment system.
- A cancellation flag was set but the charge was not stopped on the payment processor's side.
In these situations, you cannot complete the cancellation yourself and you will not be charged incorrectly — our team will correct the billing record and ensure no further charges are applied for the cancelled top-up.
💡 How to Get This Fixed
Our support team can manually remove the top-up from your billing subscription and confirm that no further charges will be made. To get help quickly, please have the following information ready before contacting us:
- The date you upgraded your plan.
- The number of OTTO site top-ups you expected to cancel.
- Any error message you saw when attempting to cancel.
- A screenshot of your current OTTO SEO page if the services are displaying incorrectly.
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.