Some customers have noticed mismatches between the number of OTTO sites they are paying for and the number actively in use, unexpected rate changes, or missing credits after account migrations. This article explains the most common causes of these discrepancies and what to have ready when you contact our billing team so the issue can be resolved as quickly as possible.
OTTO site billing discrepancies can occur for a variety of reasons, including differences between the number of sites charged on an invoice and the number of sites actively in use on your account, rate changes you did not authorize, or credits that were not applied after a plan or account migration. These issues are handled by our billing team on a case-by-case basis and can typically be corrected retroactively once reviewed.
Determine which of the following applies to your situation before reaching out — this helps our billing team locate the issue and apply corrections or retroactive credits much faster:
Site count mismatch: The number of OTTO sites billed is higher than the number actively in use on your account.
Unauthorized rate change: The per-site rate on your invoice increased without your approval (for example, a founder or promotional rate was replaced with the standard rate).
Missing credits: Credits — such as Universal Credits — that were promised or expected after a plan change or account migration do not appear on your invoice or account balance.
Because OTTO site billing corrections, subscription rate restorations, and credit adjustments require our billing team to act on your account directly, please gather the following before reaching out. Having this information on hand allows the team to investigate and apply any corrections or retroactive credits without unnecessary back-and-forth:
Your account email address — the email associated with your Search Atlas account.
The affected invoice number(s) and billing date(s) — found in the billing confirmation emails sent to you, or by checking any receipts you have received from Stripe.
The specific discrepancy you observed — for example, the number of OTTO sites you were billed for versus the number you believe were active, or the rate you were charged versus the rate you expected.
The approximate date the issue first appeared — this helps the team identify the exact billing cycle where the change occurred.
Any written confirmation of a promised rate, credit, or migration — such as an email from an account manager or a note from a previous support conversation referencing a founder rate, promotional rate, or Universal Credits migration.
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.