📌 Overview
Sometimes your account may not match what you expect. Your custom plan may seem to be missing, your credits may run out faster than planned, or an OTTO upgrade may show a price that is far too high. This article explains the most common causes and the steps to take, so you can resolve the issue quickly or give our team what they need to fix it.
🔎 Common Signs of a Plan or Billing Mismatch
- Your plan name or limits look different from what you agreed on.
- Your OTTO allowance or extra AI credits are lower than usual.
- Your credit balance drops much faster than expected.
- The upgrade page shows a total that is far larger than any plan you have seen before, such as tens of thousands of dollars.
📊 Why Credits Can Disappear Quickly
Credits are used each time you run an action that relies on AI or large amounts of data. A large number of credits can be used in a single day when several of these actions run at once. Common causes include:
- Running bulk actions across many pages, keywords, or projects at the same time.
- Several team members working in the same account.
- Repeating or regenerating content several times.
- Automated or scheduled tasks that keep running in the background.
To understand where your credits went, review the usage or credit section of your account and look at the dates and features with the highest activity. Compare it with what your team did that day.
🧭 How to Check Your Current Credits and Plan
- Log in to the platform and open your account or billing settings.
- Find your current plan name and check the limits listed for it.
- Look at the credits or usage area to see your remaining balance and any extra AI credits added on top of your plan.
- Note the number of OTTO projects or units included in your plan, and how many you are currently using.
- Take a screenshot of each page so you can share it if you need help.
💲 Why an OTTO Upgrade Price Might Look Wrong
If the upgrade page shows an unusually high total, one of these causes is likely:
- Quantity entered incorrectly: The number of OTTO units may have been changed by mistake. For example, if you want 18, check that the field does not contain a much larger number.
- Custom pricing not applied: If your account was on a special plan, the upgrade page may be calculating the price from standard rates instead.
- Add-ons stacked together: Extra credits and upgrades may be combined into one total, so check each line item.
- Billing period or currency differences: A yearly total can look very large next to a monthly price.
Before you pay anything, review the order summary carefully. If the total does not match what you expect, do not complete the payment. Stop at that step and contact our team instead.
🗂️ What to Do If Your Custom Plan Appears to Be Lost
A custom plan can appear to be missing if the account was moved to a standard plan, a subscription changed or renewed, or you are logged in to a different account or workspace than usual. Try these steps:
- Confirm you are logged in with the correct email address and workspace.
- Check whether your team has more than one account.
- Look at your billing history for recent changes, renewals, or plan switches.
- Write down what your custom plan used to include, such as OTTO units, extra AI credits, and agreed price.
Our team can review your account history and restore or correct your plan where needed.
📝 Information to Have Ready
Having these details ready will help our team resolve your case faster:
- The email address on your account.
- A screenshot of your current plan and credit balance.
- A screenshot of the upgrade page showing the incorrect price.
- The date your credits dropped and an estimate of how many were used.
- The plan details you expected, such as the number of OTTO units and extra AI credits.
✅ Tips to Avoid This in the Future
- Check your credit balance before running large bulk actions.
- Keep a note of your agreed plan details and any custom terms.
- Review the order summary on every upgrade before you confirm payment.
- Ask your team members to tell you before they run large tasks.
💬 Need More 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.