🔍 Overview
You paid to add another OTTO site to your plan, but the platform still asks you to upgrade. In many cases the new slot is not missing. It is already being used by a site you did not expect, such as a site in Deep Freeze. This article explains why that happens and how to check it.
❄️ What Is Deep Freeze and Why Does It Matter for Quota?
A site in Deep Freeze is one you have set aside or paused in OTTO. It is not being actively optimized, but it can still be attached to your account. Sites that remain attached to your account may still count toward your OTTO site limit, even if you are not working on them.
That means your available slots can look full even though you only use a few sites. When you buy an extra site, it can be taken by a Deep Freeze site, so you still see the upgrade prompt when you try to add a new one.
🧮 Why You May Still See an Upgrade Prompt After Purchase
These are the most common reasons:
- Deep Freeze sites are using your slots. The added slot fills a spot already used by a frozen site.
- The page has not refreshed. Your browser may still show your old plan details.
- The purchase is still processing. Payments can take a short time to appear on your account.
- Confirm that you purchased the additional OTTO capacity for the same customer account you are currently using. An individual OTTO project does not have its own separate site-capacity add-on. Evidence:
content-assistant/app/ca/models/otto\_project.py:293–298. - The add-on type does not match. Check that you bought an additional OTTO site and not a different add-on.
✅ Step-by-Step: Check Your OTTO Site Count
- Refresh the page, or log out and log back in, so your latest plan details load.
- Open your OTTO section and review the full list of sites connected to your account.
- Look for any sites marked as Deep Freeze or that you no longer need.
- Open Billing and review Active Services for the purchased add-on. Confirm that you are viewing the customer account used for the purchase, then check its OTTO Sites allowance and usage. Evidence:
customer-frontend/src/modules/billing/v1/components/billing/invoice-list/components/active-services/index.tsx:200–245;customer-frontend/src/modules/billing/v1/components/billing/otto-section/index.tsx:69–78. - Compare your total OTTO Sites allowance, including purchased capacity, with your reported usage. Count active projects and frozen projects whose quota has not yet been returned; exclude frozen projects whose slots have already been released. Evidence:
content-assistant/app/ca/models/otto\_project.py:293–298. - Try adding your new site again.
🔧 How to Free Up a Slot
If frozen sites are taking up your quota, you have a few options:
- Remove sites you no longer need. Removing a site you will not use again can free up its slot.
- You can keep your Deep Freeze sites without them permanently occupying OTTO slots. Their slots are held for 14 days and then returned through the scheduled release process. Purchase additional capacity only if you need more available slots before release or for additional active projects. Evidence:
content-assistant/app/ca/tasks/otto.py:2981–3014. - Before deleting an OTTO project, confirm that you no longer need to access it in your project list. Deletion removes the project from normal access; use Deep Freeze instead if you want to preserve it as a frozen project. Evidence:
content-assistant/app/ca/models/otto\_project.py:2937–2975.- Review your site list regularly and remove sites you no longer need.
- Before buying an add-on, count all connected sites, including Deep Freeze sites.
- After purchasing, refresh the platform before adding your new site.
- Keep track of which login and workspace your plan is on.
⏱️ Is There a Delay After Purchase?
After purchasing additional OTTO capacity, refresh and check both the billing service and your OTTO Sites allowance and usage. If the allowance has not increased, or you still cannot add a project despite having available capacity, contact support with your receipt and account details. An active add-on and an upgrade prompt alone do not establish the cause.
💡 Tips to Avoid This in the Future
💬 Still Seeing the Upgrade Prompt?
If you have refreshed, checked your site list, and confirmed your add-on is active but still cannot add your site, our team can review your account directly. Have the name of the site you are trying to add and the approximate time of your purchase ready.
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.