🔍 Overview
If your billing page shows an active subscription but you're still seeing an error like "I do not have an active subscription" when trying to add an OTTO site or use a feature, your account may be in a pending-cancellation state. This guide explains what causes this, what it means for your quotas, and how to get your account fully active again.
⚠️ What Is a Pending-Cancellation State?
A pending-cancellation state occurs when a subscription has been scheduled for cancellation but the cancellation date has not yet arrived. During this window:
- Your billing page may still show an active plan with an upcoming renewal date.
- Certain actions — such as adding a new OTTO site — may be blocked because the system recognises the subscription as no longer in good standing.
- Child features or add-ons tied to your base plan may also be suspended or restricted.
This is by design. When a base plan is marked for cancellation, dependent features are placed on hold to prevent new resources from being allocated to an account that is scheduled to close.
📊 How Quotas Are Affected
Your usage quotas — including OTTO sites, credits, and any recurring top-ups — are managed alongside your subscription status. Here is what to expect:
- Existing allocations: Quotas already granted before the cancellation was scheduled remain available until your billing period ends.
- New allocations: Adding new sites, upgrading usage, or activating new features is blocked while your account is in a pending-cancellation state.
- Unlimited allocations: If your plan includes unlimited access to any feature, those allocations are protected and will not be incorrectly removed during a plan change.
- Recurring quota top-ups: Any active recurring top-ups may be paused while your subscription is pending cancellation.
✅ How to Reactivate Your Subscription
To restore full access to your plan and remove the pending-cancellation state, follow these steps:
- Log in to your Search Atlas account.
- Click your avatar in the top-right and select Billing.
- Look for a banner or notice indicating your plan is scheduled for cancellation.
- Click Reactivate Plan or Resume Subscription — the exact label may vary depending on your plan type.
- Confirm the reactivation when prompted.
Once reactivated, your account status will return to active, and you will be able to add OTTO sites, use your full quota, and access all features included in your plan.
💡 Common Questions
My billing page shows an active subscription — why am I still blocked?
A subscription can appear active on the billing page while still being in a pending-cancellation state. The renewal date shown reflects when the current paid period ends, not whether the subscription is set to continue. Reactivating the plan resolves this immediately.
Will I lose any data or settings if I reactivate?
No. Reactivating your subscription restores your access without affecting your existing OTTO sites, projects, or settings.
What happens if I do nothing and the cancellation goes through?
When the billing period ends, your subscription will fully cancel. Access to paid features — including OTTO sites beyond the free tier — will be removed. You can still resubscribe at any time, but you may need to reconfigure some settings.
Can I cancel a recurring quota top-up separately from my main plan?
The ability to cancel individual recurring quota top-ups independently is being reviewed as a future update. At this time, top-up management is tied to your base plan status. If you have specific questions about your top-ups, contact our team using the details below.
🛠️ Still Seeing the Error After Reactivating?
If you have reactivated your plan but are still receiving the "I do not have an active subscription" error, try the following:
- Clear your browser cache and reload the page.
- Log out and log back in to refresh your account session.
- Wait a few minutes, as subscription status changes may take a short time to propagate across the platform.
If the issue persists, 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.