Some customers encounter an error when trying to reduce their OTTO Sites quota — for example, attempting to downgrade to a lower site count — even when fewer sites are actively in use. This is a known billing system issue currently being investigated by our engineering team. This article explains why it happens and what to do next.
The OTTO Sites quota is managed through our billing system, which can prevent self-service reductions in certain situations. This means the system may block a downgrade request that should otherwise be valid. The issue is a billing engine limitation and is not necessarily related to how many sites you currently have active.
Because the self-service quota reduction may be blocked, you will need to contact our support team to apply the change manually. When you reach out, please have the following details ready:
Your account or project name.
Your current OTTO Sites quota.
The quota level you are trying to reduce to.
The exact error message you are seeing, including any error codes if shown.
The approximate date and time when you encountered the issue.
Having this information ready will allow our team to investigate and apply the quota adjustment on your behalf as quickly as possible.
Our engineering team is actively working on a fix for this billing system limitation. Once resolved, self-service quota reductions will work as expected without requiring manual intervention.
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.