Some Search Atlas customers on legacy or Founder plans have experienced billing discrepancies related to OTTO SEO charges, including unexpected price increases, duplicate charges, or custom pricing not appearing correctly after platform migrations. This article explains what happened and how to get your account reviewed if you are still affected.
Our engineering team has identified and worked to resolve billing issues that affected a subset of customers. Common issues include:
Unexpected price increases: Some customers saw their OTTO charges increase without making any plan changes, which may be connected to migration or billing configuration errors.
Duplicate or incorrect charges: Some accounts were charged incorrectly for OTTO site activations or add-ons due to billing errors.
Custom or negotiated pricing not reflected: Customers with custom OTTO pricing may have seen incorrect amounts displayed after account or platform changes.
Canceled add-ons continuing to charge: In some cases, canceled OTTO add-ons continued to generate charges past the expected end date.
If your account was affected by any of these issues, our team can review your billing history and apply corrections or eligible credits where appropriate.
To check whether your billing matches your expected pricing, locate your invoices and billing history within your account settings. Compare the amounts charged against the pricing you originally agreed to, noting any invoice dates and amounts that appear incorrect before contacting support.
Customers on legacy plans retain their original pricing as long as their subscription remains active and unmodified. Pricing changes should only occur if you voluntarily upgraded, downgraded, or made changes to your plan.
If your legacy or Founder rate was altered without your request, this may be connected to one of the billing issues described above. Our team can review your account history and restore the correct rate where applicable.
If you believe your account has been incorrectly billed or your legacy pricing has not been restored, please escalate directly to our support team. When reaching out, have the following ready:
Your account email and project or site name
The specific charge amount and date in question
A description of the pricing you originally agreed to
Any relevant invoices or screenshots showing the discrepancy
Having this information ready will allow our team to locate your account records and resolve the issue efficiently. 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.