🔍 Overview
After purchasing an additional OTTO SEO account, most customers see it provisioned within a few minutes. In some cases, however, a known billing issue can prevent the new account from appearing — even though your payment was successfully processed. This article explains what is happening and what to do next.
⚙️ What Causes This Issue?
When you complete a purchase, Search Atlas triggers an automatic provisioning step that activates your new OTTO account. In certain billing configurations, this step can fail silently after payment. The result is:
- Your payment is taken successfully.
- Your new OTTO account is not added to your dashboard.
- The issue requires a manual fix by our finance team.
This is a known issue that our engineering team has resolved at the system level. However, accounts already affected still need to be individually corrected by our team.
✅ How to Check If Your Account Is Affected
- Go to Left sidebar → OTTO SEO (URL: /seo-automation-v3).
- Check whether your newly purchased OTTO account appears in the list.
- If it is missing and some time has passed since your payment, your account is likely affected by this issue.
🛠️ What To Do Next
Our team can resolve this quickly by either provisioning your account manually or issuing a refund, depending on your preference. To get this sorted as fast as possible:
- Open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a support agent.
- Share the following details so the team can act immediately:
- The email address on your Search Atlas account.
- The approximate time and date of your payment.
- The name of the client site you need to activate OTTO for.
Our team will escalate to finance, confirm the payment, and provision your account or arrange a refund without delay.
💡 Tips While You Wait
- Do not attempt to repurchase the OTTO account — you may be charged twice.
- Keep an eye on your email for a payment confirmation from Stripe as proof of purchase — this may be helpful when speaking with the team.
💬 Still Need Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.