🔍 What Are OTTO Top-Up Charges?
Your Search Atlas plan includes a set number of OTTO sites — for example, some plans include four sites as standard. If OTTO is activated on more sites than your plan allows, the system automatically applies a top-up charge to cover the additional sites. These charges appear as line items on your invoice alongside your regular subscription fee.
Top-up charges are designed to give you flexibility to scale, but they should never appear if you have not exceeded your plan's included site limit. If you see a charge you did not expect, it is important to review your OTTO usage and verify your plan details before assuming the charge is correct.
📋 Common Reasons for Unexpected OTTO Charges
- Exceeding your plan's included OTTO sites: OTTO was activated on more sites than your plan covers, triggering automatic top-up billing.
- Migration or account repair issues: A known issue affected a number of customers during account migrations. In some cases, the coupon or credit that grants included OTTO sites was not correctly applied after migration, causing the system to bill for sites that should have been covered.
- Quota display mismatch: In some instances, the OTTO quota shown in the platform did not accurately reflect the number of sites included in the plan, leading to incorrect top-up calculations.
- Repeated erroneous charges: A small number of customers experienced a billing error where an incorrect top-up charge was applied every month. If you have received a refund for this charge before but see it appear again, this is a known issue that our team can resolve.
🛠️ How to Review Your OTTO Usage and Plan
- Click your avatar in the top-right corner of the platform.
- Select Billing from the menu.
- Open the Plans & Top-ups tab to confirm how many OTTO sites are included in your current plan.
- Open the Invoices tab to locate the specific charge in question and note the date and amount.
- Open the Activity Log tab to review a detailed record of usage events and any top-up activity on your account.
If the number of OTTO sites shown in Plans & Top-ups does not match what you were told when you signed up, or if you are being charged for sites you have not activated, this confirms a billing discrepancy that needs to be corrected by our team.
✅ What to Do If You Are Charged Incorrectly
If your review confirms that you have been charged for OTTO sites that should be included in your plan, or that a top-up charge has been applied in error, our team can investigate and issue a correction or refund. To get this resolved as quickly as possible, have the following information ready before contacting support:
- The invoice date and the charge amount in question.
- The number of OTTO sites you believe are included in your plan.
- Whether this charge has appeared on previous invoices.
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.