## **🔍 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**

1. **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.
2. **Log out and log back in** to force your account data to reload with your updated plan details.
3. 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.