🔍 What This Issue Looks Like
You are paying for enough OTTO sites, for example a Pro plan plus 9 top-ups that add up to 13 sites. When you try to add your 13th site, the platform shows a quota message and will not let you continue.
The numbers on your invoice look correct, but the platform's site limit does not match what you are paying for. This is usually a syncing or billing-status issue, not a problem with your account or your sites.
🧮 How Your Site Quota Is Calculated
Your total OTTO site quota is made up of two parts:
- Base plan sites: the number of sites included in your plan (for example, Pro).
- Active top-ups: each extra site pack or add-on you have purchased and that is currently active.
Your quota is the base plan sites plus the active top-ups. Only top-ups with an active status count toward the limit. A top-up that is pending, unpaid, or waiting to renew may not be included yet, even though you are being billed for it.
⚠️ Common Causes of a Quota Mismatch
- Pending renewal payment: your subscription or one or more top-ups are waiting on a renewal payment. Until it is confirmed, the platform may count a lower quota.
- Failed or declined payment: an expired card, bank decline, or insufficient funds can leave a top-up in a pending state.
- Billing sync delay: a recent purchase or renewal may take a few minutes to appear in your account limits.
- Sites still counting toward your limit: sites you added earlier, such as test sites, duplicates, or sites you stopped using, may still be using a slot.
- Mixed billing dates: if your top-ups were bought at different times, they may renew on different dates, so some are active while others are waiting on payment.
✅ Step-by-Step: How to Troubleshoot
- Open your billing settings and review your current plan and the list of top-ups. Note how many show as active.
- Look for any pending or failed payments. If a renewal is waiting, check that your payment method is valid and has not expired.
- Update or re-confirm your payment method if needed, and allow the pending payment to process.
- Count your current sites. Go to your OTTO site list and check how many sites are counted. Remove any sites you no longer need, such as test or duplicate entries, to free up slots.
- Refresh your session. Log out, log back in, and reload the page. Wait 5 to 10 minutes after a payment completes, as limits can take a short time to update.
- Try adding the site again. If the message no longer appears, your quota has synced correctly.
📋 Quick Example
Say you have a Pro plan and 9 top-ups, which should total 13 sites. If only 8 of those top-ups are active because one is waiting on a renewal payment, your platform quota may be 12. You could add 12 sites, but the 13th would be blocked until the pending top-up is paid and activated.
💬 When to Contact Support
If you have checked the steps above and still cannot add your site, our team can review your subscription and quota directly. Please have the following details ready:
- Your plan name and the number of top-ups you believe you have
- The exact wording of the notification you see
- The number of sites currently in your OTTO account
- Whether any payment shows as pending or failed in your billing settings
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.
🚀 Tips to Prevent This in the Future
- Keep your payment method current and check its expiry date regularly.
- Make sure your account has enough funds before a renewal date.
- Review your billing page after buying or renewing top-ups to confirm each one is active.
- Remove unused or test sites so they do not take up your quota.
- Wait a few minutes after any billing change before adding new sites.
❓ Frequently Asked Questions
Why does my invoice show 13 sites but the platform blocks me? The invoice reflects what you are billed for, while the platform limit only counts active, paid items. A pending renewal can cause a temporary difference.
Will I lose my existing sites while a payment is pending? Your existing sites are not removed because of this notice. The message only prevents adding new sites beyond the quota currently recognised.
How long does it take for the quota to update after payment? It usually updates within a few minutes. If it has not changed after a short wait and a fresh login, contact our team through the chat widget.
Do I need to buy another top-up? No. If your plan and top-ups already add up to the number of sites you need, you should not need to purchase more. Check that each top-up is active first.