Cancel: Add-Ons, Top-Ups & Seats

🧊 Cancel an OTTO Top-Up via Deep Freeze

💳 Cancel an Accidental OTTO Top-Up

🛑 Stop using the top-up If you purchased an OTTO project top-up by mistake, avoid using the added credits while your request is reviewed. This helps our team assess whether a cancellation or refund is possible. 🔍 Request cancellation and refund review 1. Open the Search Atlas platform. 2. Open the chat widget in the bottom-right corner. 3. Type human teammate to connect with our team. 4. Explain that the OTTO top-up was purchased accidentally and request cancellation and refund review. Include the project name, purchase date, approximate amount, and any transaction or invoice details available. Do not share your password or payment card information. ⚙️ What happens next Our team will review the top-up and account details, confirm whether cancellation is available, and explain the next steps. A top-up may remain visible while the request is being reviewed, so do not purchase another top-up unless you still need additional capacity. ✅ Prevent future accidental purchases - Review the project and top-up amount before confirming a purchase. - Close the purchase window if you are unsure and return when ready. - Contact our team promptly if you notice an unintended charge. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

⚡ OTTO Deep Freeze, Credits, Trials, and Cancellation

What Is OTTO Deep Freeze? OTTO Deep Freeze is a feature within Search Atlas that protects the SEO optimizations OTTO has applied to your site. When active, it locks in the on-page and technical changes OTTO has deployed, helping ensure those improvements remain in place on your live site and are not overwritten by CMS updates, theme changes, or other site edits. Deep Freeze is designed to preserve the state of OTTO's applied optimizations. If a conflicting change is detected on your site, Deep Freeze works to re-apply or maintain the protected settings so your SEO work is not lost. Note: The specific optimizations covered by Deep Freeze depend on which OTTO tasks have been deployed on your account. If you have questions about which changes are protected, our support team can review your account directly. Subscription Requirements for Deep Freeze Deep Freeze is tied to an active paid Search Atlas subscription. Key points to be aware of: - Deep Freeze remains active only while your subscription is current and in good standing. - There is no standalone Deep Freeze plan — it is included as part of your active subscription tier. - If your subscription lapses, expires, or is cancelled, Deep Freeze protection will no longer be enforced, meaning future site changes could overwrite OTTO's applied optimizations. - Renewing or reactivating your subscription will restore Deep Freeze protection going forward. If you are unsure whether your current plan includes Deep Freeze, contact our support team for clarification specific to your account. What Happens If You Cancel? When you cancel your Search Atlas subscription, the following generally applies: - Projects enter Deep Freeze automatically: 24 hours after your account becomes unsubscribed, all OTTO projects are placed into Deep Freeze (autopilot off, read-only). Projects are not deleted and stay engaged, so the OTTO pixel keeps serving the fixes that were already deployed. Deployed changes stop being served only if the pixel is removed, the project is disengaged, or the project is deleted. - OTTO processing stops: OTTO stops crawling and making new changes after cancellation. - Hyperdrive credits are not refunded: Any unused credits at the time of cancellation are forfeited. - Your data is retained temporarily: Project data and settings are typically retained for a grace period, but you should export any reports or configurations you need before cancelling. If maintaining your SEO optimizations is a priority, we recommend reaching out to our support team before cancelling so a teammate can explain what to expect for your specific account and help you preserve your work where possible. What Are Hyperdrive Credits? Hyperdrive credits are a quota resource used by OTTO to process and deploy SEO tasks across your site. Here is how they generally work: - Credits are consumed per task: Each SEO action OTTO deploys — such as updating a meta tag, fixing a heading structure, or applying a schema — uses a certain number of credits. - Credits reset on a billing cycle: Your credit balance refreshes at the start of each billing period. Unused credits do not roll over. - Low credits slow processing: If your credit balance runs low, OTTO may pause or queue lower-priority tasks until credits are replenished at your next reset. - Credit allocation depends on your plan tier: Higher-tier plans include larger credit pools, allowing OTTO to process more tasks per cycle. You can generally monitor your credit balance from within the OTTO dashboard on your account. If you notice tasks not processing or receive a low-credit warning, check your current balance first before escalating. When contacting support about hyperdrive credits, have the following ready: - Your project name or domain - A description of what you observed (e.g., tasks not processing, a low-credit warning) - Any error messages or timestamps you encountered How to Upgrade Your Trial to a Higher Tier If you are on a free or paid trial and want to move to a higher subscription tier, here is what to know: - Upgrades are available at any point during your trial: You do not need to wait for the trial to expire to move to a paid plan. - Your OTTO data carries over: Projects, applied optimizations, and settings configured during your trial are preserved when you upgrade. - Trial credits are typically replaced: When you upgrade, your credit allocation updates to match your new plan tier. - Deep Freeze activates on paid plans: If your trial tier did not include Deep Freeze, upgrading to a qualifying paid plan will enable it for your projects. To upgrade your trial to a higher tier, you can do this yourself directly in the platform. Click the account menu (person icon, top-right), go to Billing → Plans & Top-ups, and in the Subscription section click Change Plan. If your subscription is still in trial, the plan switches without charging you, your existing trial end date is preserved, and your quotas are reallocated to the new plan immediately. If you have any questions about the upgrade, contact our support team with the following ready: - Your current plan or trial type - The tier you are interested in upgrading to - Any questions about how the upgrade affects your current trial credits or Deep Freeze settings Quota Management Quota management in OTTO governs how tasks, credits, and processing capacity are allocated across your projects. Understanding quota helps you get the most out of OTTO without running into processing delays: - Credits are shared across projects: If you have multiple sites connected to OTTO, all projects draw from the same credit pool on your account. - Prioritize high-impact tasks: If credits are limited, focus OTTO on your highest-priority projects or task types to make the most of your available quota. - Upgrading your plan increases quota: If you consistently run low on credits before your reset date, upgrading to a higher plan tier is the most direct way to increase your allocation. - Pausing OTTO on a project preserves credits: If you want to stop credit consumption on a specific project temporarily, pausing OTTO on that project will prevent further credits from being used. If you have questions about your specific quota limits or need a one-time credit adjustment, contact support with your project name, current plan, and a description of your usage pattern. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

❄️ OTTO Deep Freeze: Cancellation, Permanence, and Multi-Site Strategy

🧊 What Is OTTO Deep Freeze? OTTO Deep Freeze is a feature that pauses OTTO's active SEO optimization on a connected website. When Deep Freeze is enabled, OTTO stops making new changes to that site, effectively placing it in a suspended state. This frees up your OTTO slot so you can assign it to another site without losing the work OTTO has already done — as long as your subscription remains active. ⚠️ What Happens to SEO Changes After Cancellation? When the main subscription is cancelled, 24 hours after the account becomes unsubscribed all of its OTTO projects are automatically placed into Deep Freeze (autopilot off, read-only). The projects are not deleted and stay engaged, so the OTTO pixel keeps serving the fixes that were already deployed; OTTO just stops crawling and making new changes. Deployed changes stop being served only if the pixel is removed, the project is disengaged, or the project is deleted. 🌐 How to Optimize 10 Sites with 2 OTTO Slots If your plan includes 2 OTTO slots but you need to optimize more sites, you can use a sequential rotation strategy with Deep Freeze. Here is how it works: 1. Connect your first two sites to your available OTTO slots and activate OTTO for both sites through the Search Atlas platform. 2. Allow OTTO to run on each site for a sufficient period to complete a meaningful optimization cycle and apply substantive changes. 3. Enable Deep Freeze on both sites once the optimization window is complete. This pauses further changes and holds the current optimized state. 4. Reassign your OTTO slots to the next two sites in your list and repeat the process. 5. Continue rotating through all 10 sites in pairs, using Deep Freeze to hold completed work while you move on. Important: Sites held in Deep Freeze retain their deployed changes as long as the pixel remains installed, the project stays engaged, and the project is not deleted. 📋 Recommended Best Practices - Prioritize sites by impact. Start with your highest-traffic or most revenue-critical sites so those receive optimization first. - Track each site's optimization status using the site monitoring tools available within Search Atlas to monitor keyword rankings and performance over time. - Keep your subscription active throughout the rotation cycle so OTTO can continue crawling and applying new changes. If you cancel, existing projects are moved into Deep Freeze automatically and previously deployed fixes keep serving via the OTTO pixel. - Plan your rotation pace based on each site's needs. Allow enough time on each site before enabling Deep Freeze and moving on. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🧊 Cancel OTTO Subscription and Deep Freeze Sites

🧭 Overview If you plan to cancel your OTTO subscription, understanding how Deep Freeze interacts with your billing cycle is essential. This article explains what Deep Freeze does, how it affects charges, and the steps to follow before cancelling. ❄️ What Is Deep Freeze? Deep Freeze pauses OTTO's active automation on a site without permanently removing it. When a site is deep frozen: - OTTO stops deploying new SEO tasks on that site. - The site continues to count against your OTTO slot limit for 14 days, after which the slot is released automatically. - Previously deployed changes made by OTTO remain in place on your site. Deep Freeze is useful when you want to temporarily pause activity, but it is not the same as cancelling your subscription. Your subscription and its associated billing cycle continue independently of how many sites are frozen. 💳 How Billing Works With Deep Freeze Deep freezing all your sites does not cancel your OTTO subscription and does not stop future charges. Your plan renews automatically on your billing date regardless of site freeze status. To avoid a charge on an upcoming billing date, you must cancel the subscription itself before that date — freezing sites alone is not sufficient. Key billing facts to keep in mind: - Your subscription renews on the same date each month (visible in your billing settings). - Deep Freeze retains the work OTTO has already done on your sites even after you cancel. 🗓️ Example: Billing on September 7 If your billing date is September 7 and you want to avoid that charge: 1. You must cancel your OTTO subscription before September 7 — not just freeze your sites. 2. Deep freezing sites beforehand is optional but recommended if you want to pause automation while you decide. 3. After cancellation, the SEO changes OTTO previously deployed on your frozen sites are retained. Freezing all sites the day before your billing date will not prevent the charge unless the subscription is also cancelled. 🛠️ How to Deep Freeze a Site To deep freeze a site, navigate to OTTO SEO → All Sites (SEO Automation) → Deep Frozen tab and use the freeze option available for active sites. If you are unsure where to find this option, our support team can guide you through the process. ❌ How to Cancel Your OTTO Subscription To cancel your OTTO subscription, go to your billing settings within the platform and follow the cancellation steps provided there. Make sure to complete the cancellation before your next renewal date to avoid being charged for another billing period. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛠️ Fix OTTO Sites Top-Up Cancellation Billing Error

🔍 Overview Some customers encounter a billing error when attempting to cancel their OTTO sites top-up subscription. This can be frustrating, especially when a renewal date is approaching. ⚙️ What Causes the Billing Error A billing error may appear when trying to cancel your OTTO sites top-up subscription, preventing the cancellation from completing. This is a known issue that our support team can resolve on your behalf. 🚀 What to Do If you are seeing a billing error that is blocking your OTTO sites top-up subscription cancellation, our support team will need to assist you directly. To help us resolve this as quickly as possible, please have the following ready when you reach out: - The exact error message you see when attempting to cancel. - Your account email address. - Your renewal date. If your renewal date is approaching, please reach out as soon as possible so our team can process the cancellation before a new charge occurs. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

Cancel OTTO Sites Add-Ons and Fix Billing Issues

🔍 Overview If you are downgrading your plan or no longer need extra OTTO site slots, you may need to cancel your OTTO Sites add-on subscriptions. Some customers encounter a bug where the cancellation does not process correctly and the add-on remains active after a plan change or cancellation attempt. This article explains what to do if your OTTO site add-on is not cancelling as expected, and how to get this resolved by our support team. ⚙️ What Are OTTO Site Add-Ons? OTTO site add-ons are additional site slot subscriptions billed separately from your base plan. They renew automatically each billing period. If you downgrade your plan or reduce the number of sites you manage, you should cancel any add-on slots you no longer need to stop future charges. 📋 How to Cancel an OTTO Sites Add-On To cancel an OTTO Sites add-on, go to your Profile avatar → Billing → Services, then click the ⋮ (three-dot) menu on the add-on and select Cancel. A confirmation/retention step will appear before the final confirmation. If the add-on does not show a cancelled or non-renewing status after your cancellation attempt, this may indicate a billing sync issue that requires backend correction. A pending cancellation can be reversed from the same place with Activate. If the cancellation is successful, the add-on will remain active until the end of the current billing period and will not renew after that date. 🐛 Known Issue: Cancellation Does Not Stick Some customers have reported that after attempting to cancel an OTTO Sites add-on, the add-on still appears active. This is a known billing sync issue. If you experience this behaviour, our support team will need to resolve it on the backend. 🛠️ What to Do If Cancellation Does Not Work If your OTTO Sites add-on is not cancelling correctly, this requires a backend correction by our team. Please do not attempt to cancel repeatedly while the issue is unresolved. To get this fixed as quickly as possible, have the following information ready when you contact us: - Your Search Atlas account email address - The name of the OTTO Sites add-on or project affected - A description of what happened when you attempted to cancel (e.g. the add-on still showing as active after your attempt) - The approximate date and time you attempted the cancellation 📊 OTTO Site Quota and Plan Downgrade Notes When you downgrade your base plan, OTTO site add-on subscriptions and site quotas may be affected by billing sync issues. If you notice that site quota or credits appear incorrect after a plan downgrade or cancellation, our support team can investigate and correct this on the backend. Please have your account details and a description of the discrepancy ready when you reach out. If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

🛠️ Cancel OTTO Sites Add-On and Fix Billing Sync

🔍 Overview If you have purchased additional OTTO site slots (also called OTTO Sites add-ons) and want to stop them from renewing, you can request a cancellation through the platform. Some customers experience an error or see no change after attempting to cancel — this article explains why that happens and what to do next. 📋 Before You Begin - OTTO Sites add-ons are billed as separate child subscriptions under your main Search Atlas plan. - Cancellation stops the add-on from renewing at the next billing date. Your existing OTTO site activations remain available until the end of the current paid period. - Cancelling the add-on does not automatically deactivate any sites already using those slots — you must freeze or deactivate those sites separately if needed. ⚙️ How to Cancel Your OTTO Sites Add-On 1. Log in to Search Atlas and navigate to your Billing settings, accessible from your account menu. 2. Locate the OTTO Sites add-on under your active subscriptions or add-ons section. 3. Use the cancellation option available for the OTTO Sites line item to initiate the cancellation. 4. After submitting your cancellation request, refresh the page to verify the add-on status has updated. If it still shows as active after refreshing, see the troubleshooting section below. 🚨 Common Issue: Cancellation Appears Successful but Doesn't Take Effect Some customers complete the cancellation steps but after refreshing the page the add-on still shows as active. This is a known Stripe billing sync issue where the cancellation signal between Search Atlas and Stripe does not complete correctly. What causes this? Your OTTO Sites add-on is managed as a child subscription in Stripe. In some cases, a temporary sync delay or a billing event can prevent the cancellation from being fully registered, causing the billing interface to appear unresponsive or to revert the cancellation. 🔧 What to Do If Cancellation Does Not Take Effect Because this issue involves a Stripe billing sync problem at the backend level, it cannot be fully resolved through self-serve steps alone. If your OTTO Sites add-on continues to show as active after you have submitted your cancellation request, you will need to contact our support team to have the cancellation and sync corrected manually. To help our team resolve this as quickly as possible, please have the following ready when you reach out: - Your Search Atlas account email address - The name of the OTTO Sites add-on or subscription you are trying to cancel - The approximate date and time you attempted the cancellation - A description of what you see in your billing settings (e.g., whether the add-on still shows as active or renewing) If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.

❄️ Cancel Your OTTO Sites Top-Up: Deep Freeze vs. Remove

🧭 Overview If your current plan already includes enough OTTO sites for your needs, you can cancel an OTTO Sites top-up add-on to stop the additional monthly charge. Before you do, it's important to understand the difference between deep freeze and remove — choosing the wrong option could affect your live site. 📋 What's Included in Your Plan An OTTO Sites top-up adds extra site slots beyond your plan's base allowance. If your plan already covers the sites you need OTTO activated on, you do not need the top-up add-on and can cancel it. ❄️ Deep Freeze vs. 🗑️ Remove: Key Differences Before canceling the top-up, you must decide what to do with any OTTO projects currently assigned to the extra slots. You have two options: - Deep Freeze: Stops the project — automation is turned off, the project becomes read-only, and it stops running scans and using automation quota. Changes already deployed stay live on the site. The project's OTTO site slot is released automatically after a 14-day hold period. Note that deep freezing does not cancel the top-up add-on; billing continues on its normal cycle until the add-on is cancelled separately. - Remove: Permanently detaches OTTO from the project. All OTTO settings and automation history for that site are deleted and cannot be recovered. Use this option only if you are certain you will never reactivate OTTO on that domain. In most cases, deep freeze is the safer choice — it keeps your data intact while freeing up the slot. 🔢 Step 1 — Deep Freeze or Remove the Extra OTTO Project Deep freezing does not cancel the top-up — it only stops the project and releases the site slot after a 14-day hold. The top-up will keep billing on its normal cycle until it is cancelled separately. Follow these steps to free up the slot: 1. Navigate to OTTO SEO → All Sites (SEO Automation). 2. Locate the OTTO project assigned to the site you want to remove from the top-up slot — this should be a domain other than the one you intend to keep active. 3. Open that project's settings or actions menu. 4. Select Deep Freeze to pause the project and preserve all data, or select Remove to permanently delete OTTO from that site. 5. Confirm your selection when prompted. Once confirmed, the site slot is released and is no longer consuming your top-up allocation. 💳 Step 2 — Cancel the Top-Up Add-On After freeing up the slot, cancel the OTTO Sites top-up add-on from your dashboard: click your Profile avatar → Billing → Services, then open the ⋮ menu on the top-up and select Cancel. If you need assistance completing the cancellation, please reach out to our support team via the chat icon in the bottom-right corner of the app.

How to Cancel OTTO Add-ons and Understand Pending Cancellation Status

📋 Understanding OTTO Add-ons Search Atlas offers several OTTO add-ons that extend your platform capabilities, including OTTO Pixels, OTTO Sites, and OTTO Quotas. Each add-on is a separate subscription that you can manage independently from your base Search Atlas plan. ❌ How to Cancel OTTO Add-ons To cancel an OTTO add-on subscription, follow these steps: 1. Log into your Search Atlas account. 2. Navigate to your Billing or Subscription settings from your account menu. 3. Locate the OTTO add-on you wish to cancel (for example, OTTO Pixels, OTTO Sites, or OTTO Quotas). 4. Select the option to cancel that specific add-on and confirm when prompted. After you initiate cancellation, the add-on will enter Pending Cancellation status. This does not mean your cancellation failed — it is a normal part of the process. Your add-on will remain active during the pending period and will be fully removed at the end of your current billing cycle. If you are unable to locate the cancellation option for your specific add-on, or if you encounter any issues while canceling, our support team can process the cancellation on your behalf. Please reach out using the contact options at the bottom of this article. ⏳ What Does Pending Cancellation Mean? Pending Cancellation is an intermediate status that appears after you request a cancellation. It indicates that your cancellation request has been received and will take effect at the end of your current billing cycle. Your add-on will continue to function normally while in this status. If your add-on remains in Pending Cancellation longer than your billing cycle, or if you have questions about when your cancellation will take full effect, our support team can look into the status of your request directly. 🔄 Need Further Help? If you have questions about canceling an OTTO add-on, understanding your cancellation status, or anything related to your OTTO subscription, our support team is happy to help. If you cannot resolve the issue using the steps above, please contact us and we will assist you directly. Additional Notes How Many OTTO Add-ons Are You Paying For: navigate to billing page to see all active add-ons with costs; if you see charges you do not recognize, review your active add-ons immediately to identify any you no longer use.

🛑 Cancel Your Subscription and OTTO Top-Ups

🔍 Overview If you need to cancel your Search Atlas subscription before a specific date, this article explains how the cancellation process works — including what happens to any active OTTO AI top-ups you have on your account. ⚙️ How Subscription Cancellation Works When your main Search Atlas subscription is cancelled, the following happens automatically: - Your plan is deactivated on the requested cancellation date. - Any active OTTO AI top-ups are cancelled automatically at the end of the billing period, when the main plan's cancellation takes effect. - Until that point, top-ups will continue to bill unless cancelled separately via Profile avatar → Billing → Services → ⋮ menu on the top-up → Cancel. Note: Deleting an OTTO site project does not stop the recurring top-up charge — it only releases the project's OTTO slot. Deep Freeze also does not cancel the top-up. 🛠️ What to Do If You Cannot Cancel a Top-Up Yourself Some customers have encountered an error when trying to cancel OTTO top-ups directly from within the platform. If this happens to you, do not worry — this is a known issue that our team can resolve on your behalf. If you are unable to complete the cancellation yourself, contact our support team as soon as possible, especially if you have a specific cancellation deadline. Our team can cancel both your plan and any associated top-ups from our end and confirm once everything has been removed. 📋 What to Expect After Cancellation Once your subscription and top-ups are cancelled by our team, you should expect the following: - A confirmation that your plan has been cancelled. - Confirmation that your OTTO top-ups have been cancelled. - No further charges for your subscription or top-ups after the cancellation date. Important: If you notice any unexpected charges after your cancellation date, contact our support team immediately so we can investigate and resolve the issue promptly. 💡 Tips Before You Cancel - Make sure to download or export any reports or content you want to keep before your subscription ends, as access to the platform will end with your plan. - If you have a specific date by which you need the cancellation to take effect, mention that date clearly when you contact support so the team can prioritise your request. - Keep an eye on your billing statements in the days following cancellation to confirm no additional charges appear. 💬 Need Help? If you are experiencing an error when trying to cancel, or if you want our team to handle the cancellation and confirm it is complete, we are happy to assist. If you need further assistance, please reach out to our support team directly and we will be happy to help.

🚫 Cancel OTTO Add-ons and Understand Pending Status

📋 What are OTTO Add-ons? OTTO add-ons are optional premium features you can activate on your Search Atlas account to enhance your SEO automation and content capabilities. You are charged separately for each active OTTO add-on during your billing cycle. If you no longer need an add-on, you can cancel it at any time. 💳 How Many OTTO Add-ons Are You Paying For? To see which OTTO add-ons are currently active and billing to your account, log in to Search Atlas and navigate to your account settings. Your billing page will list all active add-ons with their associated costs. If you see charges you do not recognize, review your active add-ons immediately to identify any you no longer use. 🛑 How to Cancel an OTTO Add-on Follow these steps to cancel any active OTTO add-on: 1. Log in to your Search Atlas account. 2. Navigate to your account settings. 3. Go to your billing or subscription settings. 4. Locate the section listing your active OTTO add-ons. 5. Find the OTTO add-on you wish to cancel. 6. Select the option to cancel the add-on. 7. Confirm your cancellation when prompted. 8. Your cancellation request is now submitted. You will see the add-on status change to Pending Cancellation. If you are unsure where to find these settings or encounter any difficulty canceling an add-on, please reach out to our support team via the chat icon in your Search Atlas account and we will assist you directly. ⏳ Understanding Pending Cancellation Status When you cancel an OTTO add-on, it does not stop immediately. Instead, the add-on enters a Pending Cancellation state. This means your cancellation request has been accepted and is scheduled to take effect at the end of your current billing cycle. You will continue to have full access to the add-on and its features until your billing cycle ends. On the first day of your next billing cycle, the add-on will be removed from your account and you will no longer be charged for it. Pending cancellation status protects you from losing access to features mid-cycle and ensures billing accuracy. You will not be charged for the add-on after your cycle ends. 🔄 Reactivating a Cancelled Add-on If an add-on is in pending cancellation status and you change your mind, you can reactivate it through your billing or subscription settings before your current billing cycle ends. Reactivated add-ons will continue billing as normal on your next invoice. If you need help reactivating an add-on or reversing a cancellation, contact our support team via the chat icon in your Search Atlas account.

Cancel OTTO Sites Top-Up via Deep Freeze

When you cancel an OTTO Sites top-up, the pixel slot enters a 14-day Deep Freeze period before it releases for reuse. This correction replaces earlier wording that incorrectly stated the slot frees immediately — it does not. 🛠️ How to Cancel Confirm the cancellation when prompted. OTTO automation pauses immediately, but the site's quota slot stays reserved for 14 days before it becomes available to assign elsewhere. ❄️ Why the 14-Day Hold This matches the same Deep Freeze rule that applies whenever a pixel is removed or reassigned — it exists to prevent immediate slot reuse and applies the same way to every account. 💬 Questions About Your Specific Slot To check how much time is left on a slot in Deep Freeze, reach out via the live chat widget with the site domain.

🚫 Cancel OTTO Sites Top-Up Without Losing Access

Overview If you have purchased an OTTO Sites top-up and want to cancel it before your next billing date — while keeping access to your remaining credits until then — you may encounter a 'Service not found' error or find that the cancellation does not complete successfully. This is a known billing issue that requires our team to resolve on your behalf. This article explains what is happening, what to expect, and exactly how to get it fixed quickly. ⚠️ What Is Happening A bug in the billing system can cause OTTO Sites top-up subscriptions to enter a broken state where: - The self-service cancellation flow returns a 'Service not found' error. - The subscription appears active on the dashboard but cannot be managed. - Attempting to cancel may unexpectedly remove your access to the top-up credits immediately, rather than at the end of your billing cycle. Because the cancellation cannot be completed from inside the platform on your own, our support team must make the change from the backend. Once they do, the system will be configured so that your access continues until your renewal date and no further charges are made after that. ✅ What the Fix Looks Like When our team resolves this, two things happen: 1. The broken subscription entry is removed and reconfigured so that auto-cancellation is set for your renewal date — meaning you keep full access to your credits until that date. 2. All future charges for the top-up are stopped. You will not be billed again. You do not lose any credits or access you have already paid for. The fix is designed to honour the access period you have already purchased. 🚀 How to Get This Resolved Because this issue requires a backend fix, here is exactly what to do to get it sorted as quickly as possible: 1. Before reaching out, check your billing or subscription settings to find your current renewal or next billing date. Have this ready to share with the support agent so they can configure the auto-cancellation correctly. 2. Contact our support team and request a backend cancellation for your OTTO Sites top-up. 3. Tell the agent: 'My OTTO Sites top-up cancellation is failing with a Service not found error. I want to cancel before my next charge but keep access until my renewal date.' Provide your renewal date when asked. 4. The agent will apply the backend fix, set up the auto-cancellation for your renewal date, and confirm that no further charges will be made. 5. After the agent confirms the fix, follow up with them directly if you have any questions about whether your access remains active or when the cancellation takes effect. 🛠️ Steps to Try Before Contacting Support While this issue ultimately requires a backend fix, you can take these steps first If you need further assistance, please don't hesitate to reach out to our support team via the chat icon in the bottom-right corner of the screen.