🔎 What This Issue Looks Like
You purchased an OTTO top-up or an additional OTTO account and received a receipt, but the new quota doesn't appear in your account. Common signs include:
- You were billed, but the extra OTTO project slot is not shown in your plan or usage details.
- You can't add a new website project because the platform says your OTTO limit has been reached.
- The new OTTO account appears to be missing from your dashboard.
In most cases, the payment went through and the account just needs to catch up. The steps below resolve the majority of cases.
⏱️ Why It Can Happen
- Processing delay: After payment, the system may need a few minutes to update your quota.
- Outdated page data: Your browser may still be showing information from before the purchase.
- Different workspace or account: The top-up may have been applied to a different account or workspace than the one you're viewing.
- Add-on type mismatch: Some purchases, such as extra credits or a different add-on, don't increase the number of OTTO projects you can create.
- Sync issue: In rare cases, the payment is recorded but the quota update didn't complete and needs a manual fix from our team.
✅ Step-by-Step: Quick Checks
- Wait 10 to 15 minutes. If you just paid, give the system a little time to finish updating.
- Refresh the platform. Reload the page. If that doesn't help, log out and log back in.
- Clear your browser cache or try a private/incognito window to rule out stale data.
- Check you're in the right account. Make sure you're logged in with the same email and in the same workspace you used for the purchase.
- Review your billing details. Open the billing or subscription section and confirm the OTTO top-up or additional OTTO account appears there with the correct quantity.
- Check your OTTO usage. Look at your OTTO project count and limit. If the limit has increased, try adding your website project again.
- Check your receipt. Confirm the receipt lists the item you intended to buy, such as an additional OTTO account, and not a different add-on.
🌐 If You Still Can't Add the Website Project
If the quota looks correct but the project still won't add, try the following:
- Confirm the website URL is entered correctly, including the right domain format.
- Check that the domain isn't already added as a project in another workspace or account.
- Try again in a different browser or after logging out and back in.
If the quota still hasn't changed, or the receipt shows a purchase that isn't reflected anywhere in your account, the quota may need to be updated manually by our team.
📋 What to Have Ready Before Contacting Us
Having the following details ready helps us fix the problem faster and avoids back-and-forth:
- Your receipt number (for example, the one shown on your payment confirmation).
- The email address on your Search Atlas account.
- The website or domain you're trying to add as a new OTTO project.
- What you purchased, such as an additional OTTO account or a top-up.
- A screenshot of any error message or of your OTTO usage and limit.
💬 Contacting Support
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.
Share the details above in your first message so we can verify the payment, check your quota, and apply the correct update to your account.
💡 Tips to Avoid This in the Future
- After purchasing a top-up, refresh the platform and check your OTTO limit before adding the new project.
- Purchase add-ons while logged in to the account and workspace where you plan to use them.
- Keep your receipt until you've confirmed the new quota is active.
- Add your new website project soon after the quota appears, so any issues are caught early.
❓ Quick FAQ
- Was I charged twice? Not usually. A missing quota doesn't mean a duplicate charge. Check your billing section, and if you see an unexpected charge, mention it in chat.
- How long should I wait? Most updates appear within a few minutes. If nothing changes after about 15 minutes and a refresh, reach out to our team.
- Will I lose my payment? No. Your receipt confirms the purchase, and our team can correct the quota on your account.