Top-Ups & Credits

🔢 Understanding OTTO Site Quota and Top-Up Billing

🧭 Overview Your OTTO site quota determines how many websites you can activate and manage under OTTO SEO. You can increase this quota by purchasing OTTO Site Top-Ups. Occasionally, customers notice a discrepancy between the number of top-ups purchased and the site count shown in the platform. This article explains how quota counting works, what causes mismatches, and what steps to take if your purchased top-ups are not reflected correctly. 📊 How OTTO Site Quota Is Calculated Your total OTTO site quota is the sum of two components: - Base quota: The number of OTTO sites included in your current subscription plan. - Top-up quota: Any additional sites you have purchased separately as top-ups. For example, if your plan includes 16 OTTO sites and you purchase a top-up of 5 additional sites, your expected total should be 21 sites. The quota counter in the platform should reflect this combined total. ⚠️ Why You May See a Quota Mismatch A small number of customers have reported quota counts that do not match their expected total after purchasing a top-up. Known causes include: - Under-allocation on recurring top-ups: A resolved issue caused recurrent top-up purchases to allocate fewer sites than purchased (for example, a +1 top-up adding only 0 net sites after a prior increment). - Quota loss after a plan change: Upgrading or downgrading your subscription plan could, in some cases, cause previously purchased top-up quota to be partially or fully lost. This affected both legacy and new billing customers. - Display mismatch on the billing dashboard: The billing dashboard previously showed incorrect quantities and unit prices for OTTO top-up line items, making it difficult to verify what was actually purchased versus what was applied. - Entitlement divergence: In some cases, the quota stored internally did not match the entitlement shown to the customer, leading to a visible count that was lower than what was paid for. The engineering team has resolved the majority of these issues. If you are still seeing an unexpected quota count, the steps below will help you verify and escalate your case. 🔍 How to Check Your Current OTTO Site Quota 1. In the left sidebar, click OTTO SEO → All Sites (SEO Automation) to open the OTTO SEO dashboard (URL: /seo-automation-v3). 2. Look for the site usage counters, which show separate Active and Deep Frozen counts (not a single used / total counter). 3. Compare this total against what you expect based on your plan and any top-up purchases. 🧾 How to Verify Your Top-Up Purchases 1. Navigate to Avatar → Billing → Plans & Top-ups: OTTO SEO from the top-right avatar (Account Menu). 2. Review line items for any entries labelled OTTO Sites (Top Up). 3. Note the quantity and date of each top-up purchase. 4. Add the top-up quantities to your base plan quota and compare the total to what the platform is currently showing. If the billing dashboard shows an inconsistent quantity or unit price for a top-up, take a screenshot of the line item — this will help the support team investigate faster. 🛠️ What to Do If Your Quota Is Incorrect If you have confirmed that your purchased top-ups are not reflected in your current site quota, follow these steps: 1. Note your current site count as displayed in the OTTO SEO dashboard. 2. Note the top-up quantities and purchase dates from your billing history. 3. Calculate the expected total (base plan sites + all top-up sites). 4. Contact support using the live chat widget (see below) and share these details so the team can apply a manual correction if needed. 💡 Tips to Avoid Quota Issues - Before changing your plan, contact support to confirm how an upgrade or downgrade will affect your existing top-up quota. Plan changes are a known trigger for quota loss. - After purchasing a top-up, refresh the OTTO SEO dashboard and verify the site count increased by the expected amount before activating new sites. - Keep a record of your top-up purchase confirmations and billing receipts in case a discrepancy needs to be investigated. 🙋 Still Need Help? 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 AI Premium Quota Top-Up Payment Errors

🔍 Overview When attempting to purchase additional AI Premium Quota (10 points / $10), some customers encounter a payment error that blocks the transaction. The most common error message is Payment failed: requires_source_action. In some cases, the failure may appear as a silent banner with no clear error message. This article explains why this happens and the steps you can take to resolve it. ⚠️ What Causes This Error? The requires_source_action error occurs when your bank or card issuer requires an additional authentication step before approving the payment. This is typically triggered by: - 3D Secure (3DS) authentication — your bank requires you to verify the transaction via a popup, SMS code, or banking app. - Card restrictions — your card may be blocked for online or international transactions. - Outdated payment method — an expired card or incorrect billing details on file. - Browser or popup blockers — the 3DS authentication popup may be blocked, causing a silent failure with no visible error. 🛠️ Steps to Resolve the Payment Failure 1. Check for a bank authentication prompt. After clicking the top-up button, watch for a popup window or redirect from your bank asking you to verify the payment. Complete the verification if prompted. 2. Disable your popup blocker. Open your browser settings and allow popups for the Search Atlas platform, then attempt the top-up again. Popup blockers can silently prevent the 3DS authentication window from appearing. 3. Try a different browser. If you are using extensions or a browser with strict security settings, switch to a clean browser session (e.g., an incognito window in Chrome or Firefox) and retry. 4. Update your payment method. Navigate to your billing settings inside Search Atlas and verify that your card details — including expiry date, CVV, and billing address — are correct and up to date. Remove and re-add the card if needed. 5. Use an alternative card or payment method. If the issue persists with your current card, try a different credit or debit card. Contact your bank to confirm the original card is authorised for online purchases. 6. Contact your bank. Ask your bank whether the transaction was declined on their end and request that they allow the charge from Search Atlas. 7. Retry the top-up. Once you have completed the steps above, return to the AI Premium Quota section in your account and attempt the purchase again. 📍 Where to Find the AI Premium Quota Top-Up To locate the top-up option inside Search Atlas: 1. Log in to your Search Atlas account. 2. Click your avatar in the top-right corner and go to Billing → Plans & Top-ups (Billing). 3. In the Content section, find the AI Premium row. 4. Click the top-up button to purchase additional quota (10 points / $10). 💡 Additional Tips - If you see a success message but your quota has not increased, wait a few minutes and refresh your account dashboard. If it still has not updated, please reach out via the chat widget. - If you experience a silent failure — no error message and no quota added — your browser's popup blocker is the most likely cause. Disabling it and retrying usually resolves this. - Ensure your billing plan is active and your subscription renewal is current, as an inactive subscription may affect top-up eligibility. 🆘 Still Need Help? If you have followed all the steps above and are still unable to complete your AI Premium Quota top-up, our team is ready to assist. 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.

🎓 Scholar Credits Allocation and Top-Up Options

🎓 What Is Scholar and How Do Credits Work? Scholar (Semantic Grader) is Search Atlas's content scoring tool that grades a page for a keyword, returning an Overall score plus Content clarity, Factuality, Human effort, Information gain, Content freshness, User intent, Entity, Contextual flow, Numerical, Query relevance and Readability. Every action you perform inside Scholar consumes a set number of credits. Once your credits are used, you will need to either wait for your next billing cycle or purchase a top-up to keep working. 📊 How Many Scholar Credits Come With Each Plan? Scholar credits are included as part of your Search Atlas subscription. The number of credits allocated each billing cycle depends on your plan tier. Here is a general overview: - Starter Plan: A base allocation of Scholar credits is included each month. - Pro Plan: A higher credit allocation is included to support increased content production needs. - Enterprise Plan: A premium credit allocation is included, with flexible top-up options available. Your exact credit balance and renewal date are visible directly inside the Scholar tool. To check your current balance, go to Left sidebar → Content → Scholar and look for the credits indicator at the top of the page. 🔄 When Do Credits Reset? Scholar credits reset automatically at the start of each billing cycle. Unused credits do not roll over to the next month, so it is a good idea to plan your research and content tasks throughout the cycle to make full use of your allocation. 🛒 How to Purchase Additional Scholar Credits If you exhaust your monthly Scholar credits before your cycle resets, you can purchase a top-up at any time. Follow these steps: 1. Navigate to Left sidebar → Content → Scholar. 2. In the quota indicator area, click the Upgrade Plan or Buy More Projects button. 3. Select the top-up package that suits your needs. 4. Complete the purchase using your saved billing method. 5. Your additional credits will be added to your account immediately after payment is confirmed. Top-up credits are valid for the remainder of your current billing cycle and do not carry over to the next cycle, so purchase only what you expect to use within that period. 💡 Tips for Managing Your Scholar Credits Efficiently - Plan in bulk: Group your research tasks together and run multiple Scholar reports in a single session to stay organised and track usage easily. - Monitor your balance regularly: Check your credit balance in Left sidebar → Content → Scholar before starting large projects so you are never caught off guard. - Upgrade your plan: If you consistently run out of credits, upgrading to a higher-tier plan may be more cost-effective than purchasing frequent top-ups. ❓ Frequently Asked Questions - Can I share Scholar credits with team members? Yes. Credits are shared across your workspace, so all team members draw from the same monthly pool. - Do top-up credits expire? Top-up credits are valid until the end of your current billing cycle. They do not roll over to the next month. - What happens when I upgrade my plan mid-cycle? When you upgrade, your credit allocation adjusts to reflect your new plan. Any additional credits from the upgrade are added to your balance immediately. 🛠️ 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 connected with a member of our team.

💡 Optimise Hyperdrive Credits: Top-Up vs Plan

🔍 Overview When you run low on Hyperdrive credits, there are three ways to get more: purchase a one-time top-up, set up a recurring monthly top-up (120 credits/month), or upgrade to a plan with more included credits. Each option has a different cost structure, and the right choice depends on how many credits you need and how often you need them. This article walks you through each option so you can make an informed decision. 💳 Option 1: One-Time Top-Up A top-up lets you add credits to your account without changing your plan. Pricing and credit amounts vary by account — check your account's billing section for the rates available to you. - Top-ups are best suited for occasional, one-off needs — not recurring high usage. - If you find yourself purchasing top-ups frequently, a plan upgrade or OTTO site activation may be more cost-effective over time. 📦 Option 2: Plan Upgrade Higher-tier subscription plans include a larger monthly Hyperdrive credit allowance. If your usage consistently exceeds your current plan's allowance, upgrading your plan may reduce your effective cost per credit and eliminate the need for repeated top-ups. - To compare plans and their included credit allowances, navigate to the billing or subscription section of your account settings. - Divide the plan price by the monthly credit allowance to calculate your cost per credit, then compare that figure against what you currently pay for top-ups. - If the per-credit cost on a higher plan is lower than your current top-up rate, upgrading is likely more economical. 🤖 Option 3: Activate an OTTO Site OTTO site activation may be a cost-effective path for users who need additional Hyperdrive credits on a recurring basis. Depending on your subscription plan and how many sites are already active on your account, activating an OTTO site may provide credits at a lower effective rate than standalone top-ups. Important: OTTO site pricing depends on your current subscription plan and the number of sites already active on your account. There is no single flat rate that applies universally. To get accurate pricing for your specific account, review the activation cost shown within your OTTO settings and compare it to your current top-up cost for a similar volume of credits. ⚖️ How to Choose - Occasional, one-off need: A top-up is likely the simplest option. - Consistently exceeding your monthly allowance: A plan upgrade may lower your per-credit cost over time. - Need recurring credits and manage multiple sites: OTTO site activation may deliver the best value — review the cost shown for your account tier before committing. 📋 Steps to Evaluate Your Best Option 1. Check your current Hyperdrive credit usage and how frequently you run low. 2. Review the top-up pricing available in your account's billing section. 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.

💳 Credit Rollover Policy and Quota Top-Up Billing

🔍 Overview Search Atlas uses a credit-based system to power features across the platform. Different credit types follow different rules around expiration and rollover. This article explains how billing works for quota top-ups and clarifies which credits carry over to the next billing period. 💰 Why Was I Charged for a Quota Top-Up? A charge for a quota top-up can occur in one of two ways: manually (you initiated it) or automatically (the platform triggered it based on your settings). - Manual top-up: You clicked the top-up option inside the platform to purchase additional quota mid-cycle. This is a one-time charge processed immediately. - Automatic top-up: If you previously enabled the auto top-up feature, the platform automatically purchases additional quota when your balance drops below a set threshold. To check which type of top-up triggered your charge, review your billing history inside the platform. If you did not intend to enable automatic top-ups, you can disable this feature by locating the auto top-up setting in your billing or quota area within the platform. 📅 How Do Hyperdrive Credits Work? Hyperdrive credits are a specialized credit type used to power Hyperdrive-specific features within Search Atlas. Please note that the exact expiration and rollover rules for Hyperdrive credits — including whether unused balances carry over or reset at cycle end — can vary based on your plan and how the credits were acquired. We recommend monitoring your Hyperdrive credit usage regularly within the platform so you can make the most of your available balance. For confirmation of the specific rules that apply to your account, please reach out to our team directly. 🔄 Which Credits Do Roll Over? Not all credit types in Search Atlas expire at the end of the month, and rollover behavior can vary depending on the credit type and how those credits were obtained. In general: - Subscription-included credits may reset at the start of each new billing cycle. - Separately purchased add-on credits may remain in your account beyond a single billing cycle. - Quota top-up credits may follow the expiration rules of the credit type they replenish. Because the exact rollover behavior depends on your specific plan and credit type, we recommend reviewing your credit summary within the platform or contacting our team to confirm what applies to your account. 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.

⚡ Understand and Manage Your Token Top-Ups

🧾 Recurring vs. One-Time Token Top-Ups: What's the Difference? When you purchase additional tokens at Search Atlas, you can choose between two purchase types: - One-time top-up: A single, non-renewing credit added to your account. It does not repeat and you will not be charged again unless you manually make another purchase. - Recurring top-up: A subscription-style purchase that automatically renews on a set date each month. You will be charged again on your renewal date unless you cancel the recurring top-up before it renews. Important: The purchase flow for both options can look similar at checkout. Always confirm which option is selected before completing your purchase. If you are unsure whether a past purchase was one-time or recurring, do not rely on assumptions — verify directly in your billing dashboard as described below. 🔍 How to Check If a Top-Up Is Recurring Follow these steps to verify the status of any token top-up on your account: 1. Log in to your Search Atlas account. 2. Navigate to your Billing section (accessible from the top-right avatar/Account Menu → Billing). 3. Review your active purchases. Any recurring top-up will have an associated renewal date, indicating it will automatically charge again on that date. 4. One-time top-ups will appear in your payment or transaction history without a future renewal date attached. If you see a renewal date associated with a token top-up, that purchase is recurring and will be charged again on that date. For example, a top-up purchased on August 4th or August 5th with a renewal date of September 4th is a recurring charge — not a one-time credit. 🛒 How to Purchase Tokens as a One-Time Top-Up To add tokens to your account without setting up a recurring charge, follow these steps: 1. Log in to your Search Atlas account. 2. Go to your Billing section and locate the option to purchase additional tokens. 3. Choose your desired token package from the available options. 4. At checkout, carefully review the purchase type before confirming. Make sure you are selecting a one-time purchase rather than a recurring or monthly option. 5. Complete the purchase. Your tokens will be credited to your account. After purchasing, check your billing section to confirm that no new recurring charge with a future renewal date has been added. If a renewal date appears unexpectedly, the purchase may have been set up as recurring and you should take steps to cancel it promptly. ❌ How to Cancel a Recurring Top-Up If you find a recurring token top-up that you did not intend to set up, or that you no longer want, you should cancel it before its next renewal date to avoid being charged again. 1. Log in to your Search Atlas account. 2. Go to your Billing section and locate the active recurring top-up. 3. Select the option to cancel or disable the recurring charge. 4. Confirm the cancellation. You should no longer see a future renewal date for that top-up. 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.

⚡ Top Up HyperDrive Credits in Authority

🔍 What Are HyperDrive Credits? HyperDrive Credits are used to power actions within the Authority section of Search Atlas, such as running Cloud Stacks, URL Indexer submissions, and other outreach workflows. When your credits run low, you can top them up at any time directly from the Authority tab — no need to contact support. 🗺️ Where to Find the Authority Tab To access the Authority section, look at the left sidebar in Search Atlas and click Authority. This will take you to the Authority hub, where you can manage related sub-tools and workflows. 💳 How to Top Up HyperDrive Credits 1. Log in to your Search Atlas account. 2. In the left sidebar, click Authority. 3. Click your Avatar, then go to Billing → Plans & Top-ups and use the Top Up / Add-on buttons to add HyperDrive Credits. 4. Follow the on-screen prompts to add credits to your account. 5. Select the credit amount you want to purchase from the available options. 6. Review your selection and confirm your payment using the payment method already saved to your account. 7. Once the transaction is complete, your HyperDrive Credits balance will update and be ready to use. 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.

💳 Understanding Your $200 Website Top-Up Charge

🔍 What Is a Website Top-Up Charge? A Website Top-Up is an add-on charge that applies when the number of websites on your account exceeds the sites included in your current plan. Each additional website beyond your plan's limit is billed as a top-up at a fixed rate per billing cycle. For example, if your plan includes 2 websites and a third site is detected on your account, a $200 top-up fee may be automatically triggered for that billing period. ⚠️ Common Reasons for an Unexpected $200 Charge Customers sometimes see this charge without knowingly adding a new site. Here are the most frequent causes: - Migration or system error: During billing system migrations, some accounts were incorrectly flagged as having additional sites, triggering unintended top-up charges. - Duplicate billing event: In rare cases, a billing event was fired twice, resulting in a double charge appearing on your invoice. - Incorrect site count display: A known issue affected how top-up quantities were displayed for certain accounts, making it appear that more sites were active than were actually in use. - Legacy pricing reversion: Some accounts on updated plans were temporarily reverted to an older pricing structure, causing an unexpected overcharge. - Sites carried over unintentionally: A website created during a trial or previous billing period may have remained active and counted toward your total without your awareness. 🖥️ How to Check Your Active Websites Before contacting support, verify how many websites are currently active on your account: 1. Log in to your Search Atlas account. 2. In the left sidebar, click Website Studio (or navigate to /website-studio). 3. Review the list of sites shown. Any site listed here — even if inactive or unpublished — may count toward your plan's website limit. 4. Note the total number of sites and compare it to the number included in your subscription plan. If you see websites you did not create or no longer need, you can remove them to prevent future top-up charges. 📄 How to Review Your Billing History To confirm exactly what you were charged and when: 1. Click your avatar in the top-right corner. 2. Select Billing from the menu. 3. Review your invoice history for any line items labeled Website Top-Up. 4. Note the date, amount, and quantity shown for the top-up charge. If the quantity shown does not match the number of websites you actively use, this is a strong indicator of a billing discrepancy. ✅ What to Do If You Were Incorrectly Charged If you believe the $200 charge was applied in error — for example, you only have the sites included in your plan and never approved an additional site — follow these steps: 1. Check your active websites in Website Studio as described above. 2. Take a screenshot of your website list and your invoice showing the disputed charge. 3. Contact our support team using the live chat widget (see below) and share these details so we can investigate and process a refund if applicable. Our team has resolved similar billing discrepancies for customers affected by system migrations, duplicate billing events, and incorrect site counts. If the charge was applied in error, we will issue a correction promptly. 🛡️ How to Prevent Future Top-Up Charges - Regularly audit your sites in Website Studio and remove any you no longer need. - Before adding a new website, confirm how many sites your current plan includes. - Review your invoice each billing cycle for any unexpected line items. - If you plan to manage more sites than your plan allows, contact support to upgrade your plan proactively rather than incurring automatic top-up fees. 💬 Still Need Help? 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.

🔍 Top Up Your Keyword Research Quota

📋 Overview Every Search Atlas plan includes a monthly Keyword Research quota. Once you reach the 5,000-keyword limit, new keyword lookups are paused until you either top up your quota or your quota resets at the start of your next billing cycle. This article explains how to purchase additional credits so you can keep researching without interruption. ⚠️ How You Know You've Hit the Limit When your quota is exhausted, you will see a Quota Exhausted message inside the Keyword Research tool. No new keyword data will load until additional credits are added or your quota renews. - Existing saved results remain visible — only new lookups are blocked. - Your quota resets automatically on your billing renewal date at no extra cost. - If you need access sooner, you can purchase a one-time top-up at any time. 🛠️ How to Top Up Your Keyword Research Quota 1. In the left sidebar, click Keywords to open the Keyword Research tool (or navigate directly to /research/keyword-researcher). 2. When the Quota Exhausted banner appears, navigate to Billing → Plans & Top-ups and click the Top Up button. 3. Select the number of additional keyword credits you want to purchase from the available options. 4. Review the one-time charge amount, then click Confirm Purchase to complete the transaction using your saved payment method. 5. Your new credits are applied instantly — you can continue running keyword searches immediately after payment. Note: Top-up purchases are one-time charges and do not affect your recurring subscription. Your standard monthly quota will still reset on your normal billing date. 💡 Tips to Make Your Quota Last Longer - Use filters before searching. Narrow results by country, search volume, or keyword difficulty upfront to avoid pulling large irrelevant data sets. - Save important keywords. Add high-value keywords to a list so you do not need to re-research them later and consume additional quota. - Review in bulk. Plan your research sessions so you cover related topics together rather than running separate searches repeatedly. - Check your usage regularly. Monitor your remaining quota in the Keyword Research tool before starting large research tasks. ❓ Frequently Asked Questions Does a top-up roll over to next month? No. Any unused top-up credits expire at the end of your current billing cycle. Use them before your renewal date. Will I be charged twice if I click Confirm Purchase more than once? No. Search Atlas uses duplicate-charge protection on all one-time top-up purchases, so accidental double-clicks will not result in a duplicate charge. I still see a Quota Exhausted error even though I have credits available — what should I do? Try refreshing your browser. If the error persists after a refresh, your quota counter may need a moment to sync. Wait one to two minutes and refresh again. If the issue continues, contact support using the instructions below. Can I upgrade my plan instead of topping up? Yes. Upgrading to a higher-tier plan increases your monthly quota allowance. Visit your Account Menu (avatar) → Billing → Plans & Top-ups and click Change Plan to compare plan options. 🙋 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 connected with a member of our team.

🚀 Top Up Otto Hyperdrive Credits for Press Releases

🔍 What Are Otto Hyperdrive Credits? Otto Hyperdrive credits power high-volume publishing actions inside Search Atlas, including distributing press releases through Otto. Each press release submission consumes a set number of Hyperdrive credits from your account balance. When your balance runs out, Otto stops the action and displays a Quota Exhausted error. ⚠️ Understanding the Quota Exhausted Error You will see a Quota Exhausted error when Otto attempts to publish or distribute a press release but your account does not have enough Hyperdrive credits to complete the action. This error means: - Your current Hyperdrive credit balance is zero or too low to cover the cost of the press release submission. - No press releases will be published until credits are topped up — existing scheduled tasks will remain paused. - Your other Otto automations that rely on different credit pools are not affected. 🛠️ How to Top Up Your Hyperdrive Credits 1. Log in to Search Atlas and click your Avatar, then go to Billing → Plans & Top-ups. 2. Locate the Otto Hyperdrive section on the Plans & Top-ups page. 3. Click Top Up (or the equivalent purchase button shown in your account). 4. Select the credit package that fits your publishing volume and confirm the purchase. 5. Once payment is processed, your new credit balance will update immediately and Otto will be able to resume press release publishing. 💡 Tips to Avoid Running Out of Credits - Monitor your balance regularly. Check your Hyperdrive credit balance before scheduling large batches of press releases. - Top up in advance. Credits are applied instantly, but it is best practice to maintain a buffer so scheduled tasks are never interrupted. - Review credit costs per action. The number of credits consumed per press release may vary depending on the distribution network selected. Check the cost shown in Otto before confirming a submission. ❓ Frequently Asked Questions Will my scheduled press releases publish automatically once I top up? Yes. As soon as your new credits are applied, Otto can process any pending or paused press release tasks. You may need to re-trigger the action if it was fully stopped. Do Hyperdrive credits expire? Credit expiry terms depend on your subscription plan. Review your plan details inside the platform for specifics. Can I see a history of how my credits were used? Credit usage logs may be available within the Otto Hyperdrive section of OTTO SEO. Check that area for a breakdown of recent activity. 💬 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 connected with a member of our team.

🤖 Top Up OTTO AI Suggestion Credits Explained

🧠 What Are OTTO AI Suggestion Credits? When you use OTTO to generate on-page recommendations — including JSON-LD structured data, meta tags, headings, and other optimizations — each generated suggestion consumes one AI Suggestion credit. Your plan includes a monthly quota of these credits. Once your quota is reached, OTTO will pause generating new suggestions until credits are topped up or your quota resets at the next billing cycle. AI Suggestion credits are separate from your general subscription billing. They are a usage-based resource consumed specifically by OTTO's suggestion engine, purchased and managed from Avatar (top-right) → Billing → Plans & Top-ups (Add-on). 📊 How to Check Your Current Credit Balance 1. Click OTTO SEO in the left sidebar to open the OTTO SEO section (OTTO SEO → All Sites (SEO Automation)). 2. Select All Sites (SEO Automation) to view your project list (OTTO SEO → All Sites (SEO Automation)). 3. Click the project card for the site you are working on. 4. Navigate to Left sidebar → OTTO SEO → Overview for that project. 5. Your current AI Suggestion credit balance and usage are displayed in the quota summary at the top of the Overview screen. 🛒 How to Top Up AI Suggestion Credits Credits are purchased from your account billing area. Follow these steps: 1. Click your Avatar (top-right) and choose Billing. 2. Open Plans & Top-ups. 3. Locate the AI Suggestion Credits add-on. 4. Click the Top Up button. 5. Select the credit package that covers the number of pages you need to process — for example, if you need to generate JSON-LD structured data for 163 pages, choose a package equal to or greater than 163 credits. 6. Complete the purchase. Credits are added to your account instantly and OTTO can resume generating suggestions immediately. 📝 Example: JSON-LD Structured Data for 163 Pages Generating JSON-LD structured data for 163 pages requires at least 163 AI Suggestion credits — one credit per page suggestion. If your current balance is lower than 163, OTTO will stop mid-task. To avoid interruption: - Check your balance on Left sidebar → Site Metrics → Overview before starting the task. Top up to at least 163 credits (or more, to cover any additional optimizations you plan to run). Then launch or resume the structured data task from OTTO SEO → All Sites (SEO Automation) → [select a site] (OTTO Grader) → choose pages under the relevant optimization category. ❓ Why Is This Not in My Billing Dashboard? Your billing dashboard manages your core subscription plan — seat count, renewal dates, and invoices. AI Suggestion credits are a usage add-on consumed at the feature level, so they are purchased and managed at Avatar (top-right) → Billing → Plans & Top-ups (Add-on). This keeps the top-up flow contextual — you can see exactly how many credits you have left at the moment you need them. 💡 Tips to Get the Most From Your Credits - Batch your tasks: Plan all the pages you want OTTO to process in one session so you top up once with the right amount. - Prioritise high-value pages first: Use OTTO SEO → Site Audit → Page Explorer to filter and sort pages by traffic or priority before running suggestions. - Monitor usage regularly: Check Left sidebar → OTTO SEO → Overview after large runs to track remaining credits before starting new tasks. - Credits do not carry over: Unused credits from a monthly quota reset at the end of the billing cycle, so top-up packages are best purchased when you have an immediate need. 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.

🏢 Agency Plan OTTO Site Quotas and Top-Up Pricing

🔍 Overview Search Atlas Agency plans include a set number of OTTO SEO sites and LLM accounts by default. If your agency manages more clients than your current plan allows, you may be able to purchase additional site slots through an OTTO Site Top-Up add-on — no plan upgrade required. The exact quota limits, pricing, and purchase flow depend on your specific plan and may vary. 📊 Default Quota Limits on the Agency Plan Agency plans include default allocations for OTTO SEO sites and LLM accounts. The specific numbers included with your plan are visible inside your account settings (Avatar → Billing → Plans & Top-ups). Once you reach your cap, you will not be able to activate OTTO on additional sites until you either deactivate an existing site or add more slots. To confirm the exact limits included with your plan, check your current subscription details inside the platform or contact our support team directly. ➕ How to Purchase OTTO Site Top-Ups Top-ups let you add extra site slots beyond your plan's default quota. To purchase additional slots, click the top-right avatar → Billing → Plans & Top-ups (Add-on) inside the platform. Look for an add-ons or upgrades section where OTTO Site Top-Up options may be listed. If the option is not visible there, reach out to our support team and a team member will confirm the available options for your specific plan. 💰 Top-Up Pricing OTTO Site Top-Up pricing depends on your plan and the number of additional slots you need. To get accurate, up-to-date pricing for your account, check your subscription or add-ons settings inside the platform, or contact our support team. Key general points to be aware of: - Top-up pricing and available increments vary by plan. - Specific proration rules, billing cycle alignment, and cancellation terms vary — confirm these details with our team before purchasing. ⚙️ Managing Your Site Quota To keep track of how many OTTO sites you have activated versus how many slots remain, navigate to OTTO SEO → All Sites (SEO Automation) where your active sites and quota usage are displayed. To free up a slot without purchasing a top-up, you can deactivate OTTO on a site you no longer need to manage. Be aware that deactivating OTTO on a site may affect its configuration — confirm the exact behavior with our team for your account before proceeding. ❓ Frequently Asked Questions - Can I see my current quota usage? Yes — your active sites and remaining slots are visible on the OTTO SEO → All Sites (SEO Automation) page. - What happens when I reach my site limit? You will not be able to activate OTTO on new sites until you free up an existing slot or add more slots to your plan. - How do I confirm the exact quota numbers and pricing for my plan? Check your subscription details inside the platform, or contact our support team — they can pull up your account details and give you accurate information. 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.

💳 Understanding Recurring Top-Up Charges on Your Account

🔍 Why You See More Than One Charge If your monthly statement shows a charge of $99 alongside one or more additional charges, you are most likely seeing a combination of your base subscription fee and one or more recurring top-up charges. These are separate line items and are both expected and intentional based on your account settings. Your base plan and any active top-ups are billed independently, so it is normal to see multiple charges from Search Atlas on the same billing date. 📦 What Is a Recurring Top-Up? A top-up is an add-on purchase that extends your usage limits beyond what is included in your base plan. Common examples include additional AI content credits, extra keyword tracking slots, or increased report generation limits. When you purchase a top-up, it is set to renew automatically every month by default. This means the charge repeats on the same date each billing cycle until you cancel it. Top-ups are designed this way so your workflow is never interrupted when you reach a usage limit. 🧾 How Top-Up Charges Appear on Your Bill On your invoice or bank statement, recurring top-up charges appear as separate line items from your base subscription. Here is what a typical billing breakdown looks like: - Search Atlas Base Plan — $99.00 - Search Atlas Top-Up: AI Credits Pack — $29.00 - Search Atlas Top-Up: Keyword Tracking Add-On — $19.00 Each charge will reference Search Atlas as the merchant. The description will usually include the specific top-up name so you can identify exactly what each charge covers. 📅 When Are Top-Up Charges Billed? Recurring top-ups are billed on the same date each month, aligned with your original purchase date for that top-up. This date may differ slightly from your base plan renewal date, which can sometimes cause charges to appear in the same week but on different days. If you purchased a top-up mid-cycle, your first charge is prorated to cover the remainder of that billing period. From the following month onward, the full top-up amount is charged on the anniversary date of your original purchase. 🔎 How to Identify Your Active Top-Ups To see a full list of your active recurring top-ups, follow these steps: 1. Log in to your Search Atlas account. 2. Click your profile icon (avatar) in the top-right corner and select Billing. 3. Navigate to the Plans & Top-ups section. 4. Review the list of active items. Each recurring top-up will display its name, monthly cost, and next renewal date. This view gives you a complete picture of every charge that will appear on your next invoice. ❌ How to Cancel a Recurring Top-Up You can cancel any recurring top-up at any time. Cancellation takes effect at the end of your current billing period, so you retain access to the add-on until it expires. 1. Go to Billing from your account menu (Avatar → Billing). 2. Open the Plans & Top-ups section. 3. Locate the top-up you want to cancel and click Manage. 4. Select Cancel Add-On and confirm your choice. After cancellation, you will receive a confirmation email. The top-up will no longer renew, and no further charges will be applied for that item after the current period ends. 💡 Tips to Avoid Unexpected Charges - Review your active add-ons after any one-time top-up purchase to confirm whether auto-renewal was enabled. - Check your Billing page before each renewal date to see a preview of upcoming charges. - If you only need a top-up once, cancel it immediately after purchase so it does not renew next month. You keep full access through the end of the billing period. 🙋 Still Have Questions About Your Bill? If you have reviewed your active top-ups and the charges still do not match what you expect, our team can pull up your full billing history and walk you through each line item. 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 Quota Not Updating After Top-Up

🔍 Overview After purchasing additional OTTO Sites, your account quota should update to reflect the new total. In some cases, customers see fewer active sites than expected after a paid top-up. This article explains what to do if your OTTO Sites quota does not appear to have updated following a successful payment. ⚠️ Why Your Quota May Not Have Updated There are a few known reasons why an OTTO Sites quota might not reflect a paid top-up correctly. If your account was affected, your quota may need to be corrected manually by our team. ✅ How to Check Your Current OTTO Sites Quota 1. Log in to your Search Atlas account and navigate to the OTTO Sites section of the platform. 2. Review your current site count and compare it against what you expect based on your base plan plus any top-ups purchased. 3. If the count is lower than expected, your account quota has likely not been updated correctly. 🛠️ Steps to Resolve the Discrepancy 1. Confirm your payment was processed. Check your billing records or payment confirmation for a receipt or invoice from Search Atlas. This confirms the top-up charge went through successfully. 2. Wait a few minutes and refresh. In rare cases, quota updates take a short time to propagate. Refresh the page after a brief wait and recheck your site count. 3. Clear your browser cache. A cached version of the page can display outdated quota information. Clear your cache, reload the platform, and check your site count again. 4. Escalate to support if the issue persists. If your quota still does not reflect your paid top-up, contact our team. Have the following ready: your account email, the date of the top-up purchase, and your payment receipt or invoice number so the team can locate your transaction and apply the correction manually. 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.

📊 Agency Plan Quotas, LLM Limits & Top-Ups Explained

🏢 What Are Agency Plan Quotas? Search Atlas Agency plans include a set number of licensed seats and tool limits that apply across your account. These quotas cover key features including OTTO SEO sites, LLM Visibility accounts, and other platform tools. Understanding how these limits work helps you plan capacity for your clients and avoid unexpected blocks on new activations. 🤖 LLM Visibility Accounts: Default Limits Agency plans include a defined number of LLM Visibility accounts, which cover the AI platforms (such as ChatGPT, Gemini, Perplexity, and others) that Search Atlas tracks for your brand or client mentions. The exact number of accounts included depends on your specific plan tier. If you manage a large portfolio of clients and need to monitor more LLM accounts than your current plan allows, you have two main options: - Upgrade to a higher Agency tier — Select plans include an expanded LLM Visibility quota. Check the current plan comparison on the Search Atlas pricing page for the latest limits per tier. - Purchase LLM Visibility top-ups — Additional LLM accounts can be added to your existing plan. Pricing and availability for top-ups depend on your current plan; contact our team for details. If a limit appears to be lower than expected or shows as zero when you believe your plan should include access, this may be a provisioning issue — please reach out using the instructions at the bottom of this article. 🛠️ OTTO SEO Site Seats: Limits & Top-Ups OTTO SEO site seats determine how many websites you can actively run OTTO automation on at the same time. Your licensed seat count and current usage are visible under Avatar → Billing → Team Members (or Settings → Team Members). If your used seat count meets or exceeds your licensed count, new site activations will be blocked until you either add more seats or deactivate an existing site. To add OTTO site top-ups: - Top-up seats can be purchased to expand your OTTO SEO site capacity. To get the correct pricing for your plan and initiate a top-up, contact our support team directly — we can confirm the per-site rate and process the addition for you. - Once seats are added to your account, you can activate your new site within the OTTO SEO tool as normal. If you see a discrepancy — such as your seat count showing as exhausted when you believe you have remaining capacity — this may be a licensing provisioning issue. When reaching out, please have your account name and the specific quota or feature in question ready so our team can resolve it quickly. 💡 Tips for Managing Agency Quotas Effectively - Regularly review your seat usage within each tool to anticipate when you may be approaching your limits. - If you are nearing capacity across multiple tools, consider whether a higher Agency tier may be more cost-effective than purchasing individual top-ups. - If you notice any quota showing unexpectedly low or zero, reach out promptly — provisioning issues are typically resolved quickly once flagged. 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.

🛠️ AI Top-Up Credits Not Showing in OTTO Dashboard

🔍 Overview After purchasing an AI Top-Up (a non-recurring credit pack), you may find that the credits do not appear in your account or are not usable in the OTTO dashboard — even though the purchase is confirmed in your billing history. This article explains what causes this issue and what steps to take. ⚠️ What Causes This Issue This problem has been identified as a platform-level bug where purchased AI Top-Up credits are not correctly applied to accounts after checkout. The Search Atlas engineering team is aware of this issue and is investigating. ✅ What You Should Do 1. Confirm your purchase in billing. Before troubleshooting, verify that the AI Top-Up purchase is recorded in your billing history. If the charge appears there, the payment was processed successfully. 2. Check your credit balance in the OTTO dashboard. Log in and navigate to the OTTO dashboard to check your available credit balance. In some cases, credits may appear after a short delay. 3. Perform a hard refresh. Press Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force your browser to reload the page without using cached data. This can help if your browser is displaying outdated balance information. 4. Log out and log back in. Sign out of your Search Atlas account completely, then sign back in. This refreshes your session and can cause updated credit balances to display correctly. 5. Wait a few minutes and recheck. In some cases, there may be a brief delay between purchase and credit application. If the credits are still not visible after 5–10 minutes, proceed to the next step. 6. Contact support if the issue persists. If your purchased credits are still not showing or usable after completing the steps above, our team can investigate your specific account. 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. 📋 Key Details to Have Ready When reaching out to support, having the following information available will help our team resolve your issue faster: - The date and amount of your AI Top-Up purchase - A screenshot of the charge in your billing history - A description of what you currently see in the OTTO dashboard regarding your credit balance - The browser and device you are using 💡 Additional Notes If you purchased AI Top-Up credits and your balance has not updated, contacting support with your billing confirmation and account details will allow our team to investigate and manually correct your credit balance if needed. 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.

💡 Resolve Ghost OTTO AI Top-Up Charges

🔍 Identify the Problem Some customers report being invoiced monthly for OTTO AI top-up charges they never subscribed to. These "ghost" charges do not appear in the billing portal or under any active add-on in the platform. The issue is linked to a known billing-system bug (SPE-809/QPB-714) where phantom top-up events are generated and invoiced even though no OTTO AI usage or subscription exists. 📋 Gather Your Invoice Details Before contacting support, collect the following information for every suspicious invoice: - Invoice numbers (e.g. 54247, 54248, 54249, 74993) - Invoice dates and amounts - The email address used for your Search Atlas account - Any alternate email addresses you may have used - Your full name as it appears on the account Having these details ready speeds up the verification and refund process. 🛠️ Request a Refund via Support Because ghost charges are not visible in the self-serve billing area, you must open a support case so the billing team can investigate the underlying bug ticket and issue a refund. 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to be connected with a member of our team. 3. Provide the invoice numbers, dates, amounts, and your account email(s). 4. Mention that you suspect a "ghost OTTO AI top-up charge" and reference bug tickets SPE-809 / QPB-714 if asked. The support agent will escalate the case to the Tier 2 / Billing team, who will verify the charges against the bug records and process a full refund. In the documented case, a refund of $456 covering four erroneous invoices was granted and confirmed within the same conversation. ✅ What to Expect After Submitting - The billing team reviews the invoices against the known bug. - If verified, the refund is marked "Granted / Full" and processed back to your original payment method. - You will receive a confirmation message with the refund amount and the invoices covered. - Refund timing follows your payment provider's standard processing window (typically 5-10 business days). 🛡️ Prevent Future Ghost Charges The engineering team has resolved the root-cause bugs (QPB-714 and related tickets). However, if you notice any new unexpected OTTO AI invoices: - Do not assume they are legitimate — verify in the billing portal first. - If they are absent from the portal, open a chat immediately and reference this article. - Keep a record of all invoice numbers for faster resolution. 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.

💳 Understanding and Managing Auto Top-Up Charges

🔍 What Is the Auto Top-Up Feature? Auto top-up is a billing feature that automatically purchases additional credits when your account balance falls below a set threshold. This ensures your campaigns and tools keep running without interruption — no manual topping up required. When you first enable auto top-up, the setting is saved to your account and will trigger every time your credit balance drops below the defined limit, not just once. Each trigger creates a separate one-time charge, not a recurring subscription charge. ⚙️ How to Check Your Auto Top-Up Settings 1. Log in to your Search Atlas account. 2. Click your profile icon in the top-right corner. 3. Navigate to the Billing dashboard. 4. Locate the Automatic top-up card to view your current threshold and top-up amount. 🛑 How to Disable Auto Top-Up If you no longer want automatic credit purchases, you can turn off this feature at any time by following these steps: 1. Go to the Billing dashboard in your account settings (account admin access required). 2. Find the Automatic top-up card. 3. Switch the toggle to Off. 4. Confirm your selection when prompted. Once disabled, no further automatic credit purchases will be made. Your remaining credits will still be available for use. 💡 Why You May Have Been Charged More Than Once Customers sometimes expect auto top-up to be a single charge. Here are the most common reasons multiple charges appear: - High credit usage: If your tools consume credits quickly, your balance may drop below the threshold multiple times in a short period, triggering repeated top-ups. - Low threshold setting: A threshold set too high relative to your usage means top-ups fire more frequently. - Feature left enabled: If the toggle remained on after an initial purchase, the setting continued to operate as designed. To prevent unexpected charges going forward, we recommend reviewing your threshold and top-up amount to make sure they reflect your actual usage needs — or simply disabling the feature if you prefer to manage credits manually. 💰 How to Request a Refund If you were charged for auto top-ups you did not intend and believe a refund is warranted, our team is ready to review your case. Refund eligibility is assessed on an individual basis, and our support team will work with you to reach a fair resolution. To submit a refund request, please have the following information ready: - The date(s) of the charge(s) in question. - The amount(s) charged. - A brief explanation of why you believe the charge was unintended. 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. ✅ Tips to Avoid Unexpected Top-Up Charges - Review your Billing & Subscription settings regularly, especially after onboarding or plan changes. - Set your top-up threshold lower if you want fewer, larger top-ups — or disable it entirely for full manual control. - Enable billing notifications in your account settings so you receive an email alert each time a top-up is triggered. - Monitor your credit usage dashboard to anticipate when your balance may be running low.

💳 AI Quota Top-Up Not Showing in Account

📋 What This Article Covers If you recently purchased additional AI quota and your account still shows that you do not have enough quota to run AI-generated actions, this article will help. In most cases the top-up simply needs a moment to sync, or a quick refresh of your session. Follow the steps below before reaching out. ⏳ Why Your Top-Up May Not Appear Right Away When you buy extra AI quota, the platform needs a short time to confirm the payment and apply the new balance to your account. Common reasons a top-up does not show immediately include: - Processing delay: Payment confirmation and quota allocation can take a few minutes to complete. - Cached session: Your browser may still be displaying your old quota balance. - Wrong account or workspace: The top-up was applied to a different account or workspace than the one you are viewing. - Incomplete or silent payment failure: The purchase did not fully process at the payment step. In some cases the checkout appears to finish but fails without showing an error, so the quota is never added. - Quota applied but action still blocked: Occasionally the platform has shown a "not enough quota" message even though your purchased balance was already applied — a known false positive our engineering team has worked to resolve. - Credits flagged as expired: In rare cases valid top-up credits were incorrectly shown as expired right after purchase. 🔄 Steps to Resolve the Issue Work through these steps in order. Most quota issues are resolved within the first few steps. 1. Wait a few minutes. Allow up to 10 minutes for the payment to be confirmed and the new quota to be applied. 2. Refresh the page. Reload the platform to pull in your updated balance. 3. Log out and back in. This clears your cached session and forces your account to load the latest quota figures. 4. Clear your browser cache or open the platform in a private/incognito window to rule out outdated stored data. 5. Confirm the correct account. Make sure you are logged into the same account and workspace where the top-up was purchased. ✅ How to Confirm Your New Quota After completing the steps above, check that your balance has updated: - Open your billing or subscription area within the platform. - Locate your AI quota balance and confirm it reflects the additional amount you purchased. - Try running an AI-generated action again to verify the quota is now available. If your billing area shows the correct, increased balance but you still see a "not enough quota" error when running an action, this points to a display or false-positive issue rather than a missing top-up. Note it and contact support so we can apply the credits or correct the error on our side. 🧾 Verify Your Purchase Went Through If your balance still has not increased, confirm the purchase was actually completed: - Check your billing history in the platform for a record of the top-up purchase. - Confirm you received a payment confirmation for the transaction. - If you do not see a completed transaction, the purchase may not have finished. In that case, try the top-up again. - Be aware that in rare cases a completed charge may not appear in your billing history right away. If you were charged but see no record, keep your payment confirmation or transaction reference so our team can trace it. 💡 Tips to Avoid Quota Interruptions - Top up before you run out. Buying quota ahead of time prevents pauses in your AI workflows. - Monitor your balance. Keep an eye on your remaining quota, especially during high-volume periods. - Use one workspace for purchases. Buying within the workspace you actively use avoids confusion over where quota was applied. 💬 Need More Help? If you have completed all the steps above and your purchased AI quota still does not appear, we are happy to help. Please have your purchase details ready — including your payment confirmation or transaction reference — so we can locate the transaction quickly. If your payment is confirmed but the quota still cannot be applied (for example after a silent top-up failure or a charge that is not visible in billing), our team can manually add the purchased quota to your account. To reach us, click the chat icon in the bottom-right corner of the platform to start a live chat with a member of our team. Additional Notes If the quota has not been applied after 30 minutes, 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. Provide the order reference or receipt so the agent can investigate and manually apply the quota if necessary.

🤖 Understanding AI Credits, Resets, and Top-Ups

🧩 Two Types of Credits in Search Atlas Search Atlas uses two distinct credit systems. Confusing them is the most common reason customers think their credits are not resetting correctly. Here is what each one covers: - AI Credits: Consumed by AI-powered features such as OTTO AI actions, AI-generated content, AI-assisted keyword research, and any task that runs a large language model in the background. - Tool Credits (also called Usage Credits): Consumed by data-retrieval features such as keyword lookups, site audits, backlink reports, and rank tracking refreshes. These two pools are tracked separately, reset on different schedules, and are topped up through different processes. Always confirm which credit type is depleted before troubleshooting. 📍 Where to Find Your Credit Balances Your credit balances are visible within the billing or usage section of your Search Atlas account. Log in and navigate to the billing or usage area of the platform — the exact location may vary depending on your plan and account layout. There you should be able to see your current AI Credit and Tool Credit balances, including how much you have remaining and when they are scheduled to reset. If you are inside a specific tool and receive a message indicating your credits are exhausted, it will typically indicate whether AI Credits or Tool Credits are depleted, so you can focus on the correct balance. 🔄 When Do Credits Reset? Both credit types are tied to your billing cycle and reset when your plan renews. The exact reset date corresponds to your personal renewal date, which you can verify in the billing section of your account. If your credits appear not to have reset after your renewal date has passed, wait a short period for the renewal to fully process, then refresh your account. If balances still have not updated, reach out to our support team for assistance. When you do, please have the following ready: - Your account email address - The credit type that appears not to have reset (AI Credits or Tool Credits) - Your expected renewal or billing date - A screenshot of the balance if possible ⚡ How to Top Up AI Credits When your AI Credits run out before your billing cycle ends, it may be possible to purchase additional credits without changing your plan. To explore top-up options, navigate to the billing or usage section of your account and look for an option to add or purchase additional AI Credits. Available bundle sizes and pricing will be displayed if this option is offered on your plan. If you do not see a top-up option or are unsure whether your plan supports it, contact our support team who can confirm what is available for your account and assist with the process. 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.

⚙️ AI Quota Top-Up Not Reflecting in Account

🔍 Check for Processing Delay After purchasing an AI quota top-up, the system may take a short time to apply the additional quota to your account. In most cases the quota appears within a few minutes, but it can occasionally take longer. 🛠️ Perform Basic Troubleshooting 1. Clear your browser cookies and cache. 2. Open the platform in an incognito or private browsing window. 3. Log in again and verify whether the quota now displays correctly. ⏳ Allow Additional Time If the quota still does not appear after basic troubleshooting, wait up to 30 minutes. The background processes that apply the top-up can sometimes require extra time to complete. 📞 Contact Support If Needed If the quota has not been applied after 30 minutes, 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. Provide the order reference or receipt for the top-up purchase so the agent can investigate and manually apply the quota if necessary.

🔄 Otto Credits Top-Up Not Processing — Fix It

🧭 Overview If you topped up Otto credits before your renewal date but the transaction did not complete or your credit balance did not update, a browser cache conflict is most likely the cause. This is a known issue that can prevent the top-up page from loading fresh session data, causing the transaction to fail silently. The steps below walk you through clearing your cache and completing the top-up successfully. ⚠️ Signs You Are Affected - You attempted a top-up but your Otto credit balance did not increase. - The top-up page appeared to load correctly but the transaction never confirmed. - You were charged or saw a pending charge, but credits were not applied. - Refreshing the page shows the same credit balance as before the top-up attempt. 🛠️ Step 1 — Clear Your Browser Cache Start by clearing cached data in your browser. Choose the instructions that match your browser below. Google Chrome 1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac). 2. Set the time range to All time. 3. Check Cached images and files and Cookies and other site data. 4. Click Clear data. Mozilla Firefox 1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac). 2. Set the time range to Everything. 3. Check Cache and Cookies and Site Data. 4. Click Clear Now. Microsoft Edge 1. Press Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac). 2. Set the time range to All time. 3. Check Cached images and files and Cookies and other site data. 4. Click Clear now. Safari (Mac) 1. In the top menu, click Safari → Settings → Advanced. 2. Enable Show features for web developers. 3. From the top menu, click Develop → Empty Caches. 🔄 Step 2 — Retry the Otto Credits Top-Up 1. Close all Search Atlas browser tabs completely. 2. Open a fresh browser window and log back in to Search Atlas. 3. In the left sidebar, click OTTO SEO → SEO Automation (URL: /seo-automation-v3). 4. Navigate to your Otto credits section and initiate a new top-up. 5. Complete the transaction and confirm your updated credit balance on screen. ✅ Step 3 — Confirm the Top-Up Was Applied After completing the top-up, verify the following before closing the page: - A confirmation message or receipt is displayed on screen. - Your Otto credits balance reflects the new amount immediately. - No error messages appear after submitting payment. If the balance still does not update after 2–3 minutes, perform a hard refresh by pressing Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force the page to reload without cached data. 🕵️ Try a Private or Incognito Window If clearing your cache does not resolve the issue, try completing the top-up in a private or incognito window. This bypasses all stored cache and cookies without requiring you to clear them permanently. - Chrome / Edge: Press Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac). - Firefox: Press Ctrl + Shift + P (Windows) or Cmd + Shift + P (Mac). - Safari: Click File → New Private Window. Log in to Search Atlas in the private window and attempt the top-up again. If it succeeds here, the issue is confirmed to be cache-related and the steps in Step 1 above will resolve it for your regular browser session. 💳 If You Were Charged but Credits Were Not Applied If you see a charge on your payment method but your Otto credit balance was not updated, do not attempt the top-up again before contacting support. Our team can verify the transaction and apply the credits manually to avoid a duplicate 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.

🛠️ Fix OTTO Credits Top-Up Not Applying

🔍 Overview After purchasing an OTTO credits top-up, you may notice that your credit balance has not updated — even though the payment went through. This article explains the most common causes and the steps you can take to resolve the issue without waiting for support. 💡 Why This Happens There are a few known reasons why topped-up OTTO credits may not appear in your account: - Cached quota data: The platform uses a fast-access cache to display credit balances. If this cache is not refreshed after your top-up invoice is processed, your new credits may not show immediately. - Invoice processing delay: Credits are only awarded after your top-up invoice is marked as paid. If the invoice is still pending, credits will not be added yet. - Billing expiry at time of purchase: If your subscription was expired or lapsing when you completed the top-up, credits may be held until your billing status is restored. - Under-allocation on recurring top-ups: A resolved platform issue previously caused recurring top-up cycles to allocate fewer credits than purchased (for example, 10 credits becoming 9, then dropping further on the next cycle). This has been fixed, but older accounts may have been affected. 🚀 Steps to Resolve the Issue 1. Confirm your invoice was paid. Go to your billing section and check that the top-up invoice shows a Paid status. If it is still marked as pending or failed, the credits will not be added until payment is successfully processed. 2. Wait up to 5 minutes. After a confirmed payment, the system may take a few minutes to update your quota. Refresh the page before taking further action. 3. Hard-refresh your browser. Press Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac) to bypass your local browser cache and reload the latest data from the platform. 4. Check your OTTO credits balance. Navigate to Avatar (top-right) → Billing → Plans & Top-ups and review your current credit balance. If the balance has updated, the issue is resolved. 5. Log out and log back in. Signing out and back into your account forces a fresh session, which can clear any stale quota data cached on the server side. 6. Verify your subscription is active. If your plan was expired at the time of the top-up, renew your subscription first, then check whether the credits are reflected. Credits purchased during an expired billing period may only activate once your subscription is restored. ⚠️ Known Issues Now Resolved The following platform bugs have been identified and fixed by the engineering team. If your account was affected before these fixes were deployed, your credits should now be correctly allocated: - Recurring top-up under-allocation: Recurring top-up cycles were awarding fewer credits than purchased across consecutive billing periods. This has been corrected. - Top-up credits unusable after billing expiry: Credits added while a subscription was expired were blocked from being used. This has been resolved so credits are properly unlocked when billing is restored. - Quota not reflected after invoice payment: A caching layer was preventing updated credit balances from showing immediately after a successful top-up payment. The cache refresh logic has been fixed. ✅ What to Check Before Contacting Support Before reaching out, make sure you have confirmed the following: - Your top-up invoice status is Paid, not pending or failed. - You have waited at least 5 minutes and performed a hard browser refresh. - You have logged out and back in to clear any session-level cache. - Your subscription plan is currently active and not expired. - You are checking the correct workspace — credits are tied to the workspace where the top-up was purchased. 🆘 Still Need Help? If you have followed all of the steps above and your OTTO credits are still not showing correctly, our team can investigate your account directly. 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. Please have the following ready to speed up the investigation: - The date and time of your top-up purchase - Your invoice number or payment confirmation - A screenshot of your current OTTO credits balance - The workspace name where the top-up was applied

💡 Fix AI Quota Errors After Purchasing Top-Ups

🔍 Overview After purchasing additional AI quota, some customers see a "Quota Exhausted" or "Credits Exhausted" error even though their order was successful. This article explains why this happens and walks you through the steps to resolve it. ⚙️ Why This Happens There are a few common reasons your purchased AI quota may not appear immediately or may still trigger an error: - Quota not yet applied: There can be a short delay between completing your purchase and the quota being reflected in your account. - Cache or session issue: Your current browser session may be displaying outdated quota information. - False positive error: In some cases, the system may display a quota error even when quota is available — this is a known issue that has been resolved in a recent platform update. - Top-up applied to wrong workspace: If you manage multiple workspaces, the quota may have been added to a different one than you are currently using. ✅ Steps to Resolve the Issue 1. Verify your purchase was successful. Go to the top-right avatar menu → Billing (Invoices tab) to confirm your order appears with a completed status. 2. Check your quota balance. Within your account's billing or usage area, confirm that the quota top-up was credited to your account. 3. Check the correct workspace. Make sure you are logged into the workspace where the top-up was purchased. If you manage multiple workspaces, switch to the correct one and verify quota there. 4. Refresh your session. Log out of Search Atlas completely, clear your browser cache, and log back in. This forces the platform to load your latest quota balance. 5. Retry the action. After logging back in, try generating AI suggestions again — individually or in bulk — to confirm the error is resolved. 6. Review your active plan and top-ups. In your account's billing or subscription area, review your active plan and any applied top-ups to confirm the quota balance reflects your purchase. 🛠️ If the Error Persists If you have completed all the steps above and the "Quota Exhausted" error still appears, or your purchased quota is still not visible, please do not purchase additional quota before reaching out. Our team can investigate and ensure your credits are correctly applied. When escalating, please have the following ready: your workspace name, the date and approximate time of your purchase, and any error messages you are seeing. 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. 💡 Tips to Avoid This Issue in the Future - Always verify your quota balance in your account's billing or usage area after purchasing a top-up before retrying AI generation. - If you manage multiple workspaces, double-check which workspace you are purchasing the top-up for before completing the order. - If an error appears immediately after a purchase, wait a few minutes and refresh your session before assuming the quota was not applied.

⚡ OTTO Sites Plan Limits and Top-Up Quota

Understanding Your OTTO Sites Plan Limit Every Search Atlas plan includes a set number of OTTO sites you can activate at any given time. If you are on a different plan or have purchased add-ons, your limit may be higher. You can check your current limit directly in the platform by navigating to OTTO SEO in the left sidebar and reviewing your site usage there. If the number shown does not match what you expected based on your plan, it may be due to a sync delay after a recent top-up purchase. Read the section below for next steps. Why Your Top-Up May Not Appear in Your Quota After purchasing an OTTO site top-up, the additional quota should appear in your dashboard within a short time. In some cases, a delay or sync issue can cause the top-up to show as active in your billing area while not yet reflecting in your OTTO SEO site counter. This is a known discrepancy that the support team can resolve on the backend. Common reasons for this include: - Processing delay: Payment has been confirmed but the platform has not fully synced the new quota to your OTTO SEO workspace. - Browser cache: Your dashboard may be displaying a cached version of the page from before the purchase. - Billing cycle timing: The top-up was applied mid-cycle and is pending the next sync window. - Workspace mismatch: The top-up was purchased under a different workspace or team account than the one you are currently viewing. What to Do If Your Top-Up Is Not Reflected Because quota discrepancies of this type are resolved on the backend by the support team, the most effective step is to escalate directly rather than waiting. When you reach out, please have the following information ready so the team can locate and apply your purchase quickly: - The exact workspace name or URL where you expected the quota to appear - The date and approximate time of the top-up purchase - Your billing confirmation or receipt (or confirmation that no receipt was received) - A screenshot of your current OTTO SEO site usage if possible Having these details ready allows the team to verify the transaction on the backend and manually sync your quota without delay. 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.

⚡ Stop Recurring OTTO Site Top-Up Charges

What Is an OTTO Site Top-Up Charge? An OTTO site top-up is an add-on that increases the number of active OTTO sites available on your account beyond your plan's default limit. This add-on renews automatically each billing cycle. This is expected behavior: removing an OTTO site project releases the project's OTTO slot, but the top-up is a customer-level billing subscription that keeps billing until it is cancelled separately. Why the Charge May Continue After Removal Removing an OTTO site project — or placing it in Deep Freeze — does not automatically cancel the top-up add-on subscription. The two actions are separate: - Removing or Deep Freezing a site releases the OTTO slot, but the top-up subscription remains active on your account. - Cancelling the top-up add-on is a distinct step: go to your Profile avatar → Billing → Services, then click the ⋮ menu on the top-up and choose Cancel. Alternatively, cancelling your main plan will automatically cancel its top-ups at the end of the billing period. How to Cancel the Top-Up To stop the recurring charge, cancel the top-up subscription directly from your billing settings: Profile avatar → Billing → Services → ⋮ menu on the top-up → Cancel. The top-up will also be cancelled automatically at the end of the billing period if you cancel your main plan. If you need help, contact our support team with the following ready: - Your account email address — the email associated with your Search Atlas account. - The exact charge amount appearing on your invoices or billing statements. - Approximate date the charge first appeared or the date you believed the top-up was removed. - Any steps you have already taken to try to cancel the add-on (e.g. removing sites, visiting billing settings). - Screenshots of your billing page or invoice showing the charge, if available. What to Expect - Our team will confirm whether the top-up add-on is still active on your account. - If applicable, our team can assist with cancelling the add-on and advise on any refund or credit eligibility. - Future invoices should reflect only your base plan charges once the add-on is cancelled. 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 an Over-Quota Account from Unpaid Top-Ups

🔍 What Does 'Over Quota' Mean? An over-quota status means your account has consumed more resources than your current plan allows. This most commonly happens when automatic top-ups are triggered during your billing cycle but the associated payment fails to process. Until the outstanding balance is cleared, your access to certain features may be restricted. 💳 Why Do Unpaid Top-Ups Happen? Top-ups are additional resource purchases. Universal Credits auto top-ups are off by default and can be enabled by an account admin from the Billing dashboard (Plans & Top-ups tab); when enabled, they trigger when your balance drops below the admin-set threshold. A top-up can go unpaid for several reasons: - Your saved payment card expired or was replaced - Your bank declined the charge (insufficient funds, fraud protection, or international transaction block) - Your billing details — such as name, address, or CVV — no longer match your card records - A temporary issue occurred with the payment gateway at the time of the charge When the payment fails, the resources already consumed are not reversed, which puts your account into an over-quota state. 🛠️ How to Resolve an Over-Quota Account Follow these steps to clear the unpaid balance and restore full access: 1. Log in to Search Atlas and click your avatar in the top-right corner to open the Account Menu. 2. Select Billing from the Account Menu (Billing is a separate item, not nested under Settings). 3. Locate the outstanding balance or failed payment notification displayed on the billing page. 4. Go to Plans & Top-ups and click Add Payment Method and enter your current, valid card details. 5. Once your payment method is updated, click Pay Now (or Retry Payment) to process the outstanding amount immediately. 6. After successful payment, your account status will return to active and your quota will be restored within a few minutes. If you do not see a Pay Now button, your account may require a manual review. In that case, use the live chat widget to reach our support team (see the Need More Help? section below). 🚀 How to Prevent This in the Future A few simple habits will keep your account in good standing and prevent unexpected over-quota messages: - Keep your payment method current. Whenever you receive a new card, update your billing details in the Account Menu right away. - Monitor your usage. Check your resource consumption regularly in the dashboard so you can anticipate when you are approaching your plan limits. - Review billing notifications. Search Atlas sends email alerts when a payment fails — act on these quickly to avoid service interruption. - Consider upgrading your plan. If you consistently hit your limits and trigger top-ups, moving to a higher-tier plan is often more cost-effective than paying for repeated top-ups. ❓ Thinking About Cancelling Your Account? We understand that unexpected charges and access restrictions are frustrating — we are sorry for the inconvenience. Before cancelling, please consider that the over-quota status is fully reversible once the payment is resolved, and your existing projects, data, and settings are preserved. If you would like to discuss your plan, review your billing history, or explore a plan that better fits your usage, our team is happy to help you find the best option. If you still wish to cancel, a member of our team can guide you through the process and ensure no unexpected charges occur after your cancellation date. 💬 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 connected with a member of our team.

💳 Understanding Your Recurring Top-Up Charges

💡 Why You Might See More Than One Charge If you notice multiple charges on your bank or card statement from Search Atlas, this can feel surprising — especially if you expect to see only your standard monthly subscription fee. The good news is that extra charges are not errors. They are most likely automatic top-up charges triggered by your credit usage within the platform. 📊 What Is a Top-Up Charge? Search Atlas uses a credit-based system for many of its tools and features. When your available credits run low or reach zero, the platform can automatically purchase an additional block of credits so your work is never interrupted. This automatic purchase is called a top-up, and it appears as a separate charge on your statement alongside your regular subscription fee. For example, if your monthly plan costs $99 and you consume your included credits before the next billing cycle, a top-up charge will be applied automatically. This means you may see: - One charge for your monthly subscription (e.g. $99) - One or more additional charges for credit top-ups purchased during the month Both charges are legitimate and reflect your actual usage of the platform. ⚙️ How Automatic Top-Ups Are Triggered Top-up charges occur when the following conditions are met: 1. You have the automatic top-up setting enabled in your account. 2. Your credit balance drops to the threshold that triggers a refill. 3. The platform purchases a predefined block of credits to restore your balance. This process can happen more than once in a single billing cycle if your usage is high, which is why some customers see two or more charges in the same month. 🔍 How to Check Your Billing History You can review all charges — including top-ups — directly inside the platform: 1. Log in to your Search Atlas account. 2. Navigate to Settings in the main menu. 3. Select Billing or Subscription. 4. Review the Billing History section, where each charge is listed with a date, amount, and description. This log will clearly show your subscription renewals separated from any top-up transactions so you can account for every charge. 🛠️ How to Manage or Disable Automatic Top-Ups If you would prefer to control top-up purchases manually rather than having them applied automatically, you can adjust your settings: 1. Go to the Billing dashboard (Plans & Top-ups tab) inside the platform. 2. Locate the automatic top-up setting. 3. Turn it off to disable automatic refills. Note that only an account admin can change this setting. Important: If you disable automatic top-ups, your tools and reports may be paused when your credits run out. You will need to manually purchase credits to continue using credit-dependent features. 🚀 Tips to Avoid Unexpected Charges - Monitor your credit balance regularly from the Dashboard or Billing section. - Set a reminder before your billing cycle ends to review usage. - Consider upgrading your plan if you consistently exhaust your included credits — a higher-tier plan may offer better value than frequent top-ups. - Review your top-up threshold and block size in Avatar > Billing (Billing page) to make sure the amounts align with your budget. 💬 Still Have Questions? If you have reviewed your billing history and still believe a charge was applied in error, or if you need a detailed breakdown of a specific transaction, we are here to help. 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.

💳 Understanding and Managing Credit Top-Up Charges

💡 What Are Credit Top-Ups? Search Atlas allows you to purchase additional credits beyond your plan's monthly allowance through a feature called credit top-ups. These top-ups can be triggered automatically when your credit balance falls below a set threshold, ensuring uninterrupted access to tools like content generation, audits, and keyword research. Automatic top-up is off by default and can only be turned on or changed by an account admin from the Billing dashboard (Plans & Top-ups tab). Once an admin enables auto top-up, it is configured as a recurring automatic charge — meaning it will continue to trigger each time your balance drops below the admin-set threshold, not just once. This article explains how to manage this setting and what to do if you were charged unexpectedly. ⚙️ How Automatic Top-Ups Are Triggered Automatic top-ups activate when both of the following conditions are met: - You have previously enabled the auto top-up feature in your billing settings. - Your available credit balance drops below the minimum threshold you configured. Each time these conditions are met, your saved payment method is charged and credits are added to your account. This can result in multiple charges within the same billing period if you consume credits quickly. 🛠️ How to Disable Automatic Top-Ups To prevent future automatic top-up charges, an account admin should log in to Search Atlas and navigate to the Billing dashboard. From there, go to the Plans & Top-ups tab and turn it off. Once disabled, your account will no longer be charged automatically when credits run low. You can still purchase credits manually at any time from your Billing settings. 💰 Requesting a Refund for Unexpected Charges If you were charged for recurring top-ups you did not intend and the credits have not been used, you may be eligible for a partial or full refund. Here is what to keep in mind: - Unused credits are generally eligible for a refund review. - Used credits may not be refundable, as they have already been applied to tool usage within the platform. - Refund eligibility is assessed on a case-by-case basis by our billing team. To request a refund, please have the following information ready before contacting support: - The date(s) of the charges you are disputing. - The amount(s) charged. - Confirmation of whether the credits were used or remain in your balance. 🚫 How to Avoid This in the Future To make sure you stay in full control of your credit spending, we recommend the following: - Review your Billing settings after your initial setup to confirm whether auto top-ups are enabled. - Monitor your credit balance regularly so you are aware of consumption patterns before a top-up is triggered. - Disable automatic top-ups if you prefer to purchase credits manually on your own schedule. 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.

💳 Understanding Top-Up Charges and Billing Options

📋 Overview Top-ups let you add extra capacity to your Search Atlas account — for example more OTTO site slots or more HyperDrive Credits. If you were not expecting a top-up charge, this article explains how top-ups are purchased, which ones recur, and how to stop or dispute a charge. 💡 How Top-Ups Are Purchased Most top-ups are bought by you from Profile menu → Billing → Plans & Top-ups. The one exception is the optional Universal Credits automatic top-up, described below. - HyperDrive Credits: bought from Plans & Top-ups → Authority Building → HyperDrive Credits → Top Up. Credits you purchase roll over until used; credits included in your monthly plan reset each billing cycle. - OTTO site slots: when you reach your plan's OTTO site limit, adding a new site is blocked and you are prompted to buy more slots. 🔄 Universal Credits Automatic Top-Up If an account admin turns on Automatic top-up (the Automatic top-up card in the Billing dashboard), Search Atlas charges your saved payment method and adds Universal Credits whenever your balance drops below the trigger threshold you set. - Off by default — only an account admin can turn it on or change it. - Trigger threshold — the credit balance that starts a top-up (default 5,000 credits). - Top-up amount — how much is charged each time. - It switches itself off after 3 failed charges in a row. To stop these charges, an admin can open the Automatic top-up card in Billing and turn it off. 🔍 Why You May See a Recurring Charge An OTTO site top-up is a recurring monthly add-on. After you buy it, it renews automatically each billing cycle until you cancel it or your main plan's cancellation takes effect. Removing or Deep Freezing an OTTO site does not cancel the top-up. ⚙️ How to Stop a Recurring Top-Up 1. Click your Profile avatar and go to Billing → Services. 2. Open the ⋮ (three-dot) menu on the top-up. 3. Select Cancel and complete the confirmation step. 💰 Disputing an Unexpected Top-Up Charge If you were charged for a top-up that you believe was applied in error, our support team can review your billing history and evaluate your case for a refund. Before reaching out, it helps to have the following information ready: - The date(s) of the charge(s) in question. - The amount(s) charged. - A brief description of why you believe the charge was unexpected or unauthorised. 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.

🧊 Deep Freeze and OTTO Top-Ups: How to Stop the Charge

📋 Overview​ If you added an OTTO Sites top-up to cover an extra website, you may later realize you no longer need it. A common example: you bought a top-up to run OTTO on a second site, but you only actually need OTTO on a single domain that is already included in your Growth plan. In this case, you can stop the recurring top-up charge by deep freezing the project tied to that top-up. This article explains what a top-up is, how deep freezing cancels it, and the exact steps to follow. 💡 What Is an OTTO Sites Top-Up?​ Your subscription plan includes a set number of OTTO-enabled sites. A top-up is an additional recurring charge (for example, $239/month) that lets you run OTTO on a site beyond what your plan covers. As long as the top-up is active, you will be billed for it each month. If the extra site is no longer needed, removing the top-up stops that charge. ​ 🧊 How Deep Freeze Relates to a Top-Up​ OTTO top-ups are linked to a specific project. When you deep freeze that 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. Important: deep freezing does not cancel the recurring top-up charge. The top-up keeps billing on its normal cycle until you cancel it separately (see steps below). Your main project—such as the domain already covered by your Growth plan—stays active and continues running OTTO normally. ​ 🛠️ Steps to Cancel the Top-Up​ To stop the recurring top-up charge, cancel the top-up directly from your billing settings: 1. Log in to your Search Atlas account. 2. Click your Profile avatar and go to Billing. 3. Open the Services section. 4. Find the OTTO top-up you want to cancel and click the ⋮ menu on it. 5. Select Cancel and confirm. If you'd prefer, you can also ask support to cancel the top-up for you. Optionally, you can deep freeze the related project to stop automation and release its OTTO site slot after the 14-day hold, but freezing on its own will not stop the top-up billing. ​ ✅ What to Check Before You Freeze​ Before deep freezing, confirm the following so you keep the coverage you need: - Correct project: Make sure you are freezing the extra site tied to the top-up, not the domain included in your plan. - Plan coverage: Verify that the site you want to keep using OTTO on is the one covered by your current plan. - Active work: Deep freezing pauses OTTO activity for that project, so confirm you no longer need optimizations running on it.​ 💳 When Will Billing Stop?​ Cancelling the top-up from Billing → Services stops it from renewing on your next billing cycle. The charge already paid for the current cycle is not prorated. Deep freezing the project alone will not stop billing — the top-up must be cancelled separately. You can review your billing details from the top-right avatar → Billing page (Invoices/Activity Log). 🧯 Troubleshooting​ If something doesn't behave as expected after deep freezing, these previously reported issues have been resolved. If you still encounter any of them, contact support so the team can correct it on your account: - Top-up still being charged: Remember that deep freezing a project does not cancel the top-up on its own — you must cancel it in Billing → Services (or via support). If you've already cancelled the top-up and still see charges, reach out to support to have it removed. - Cancellation looks confirmed but the project still shows active: In some cases the cancellation/freeze confirmation appeared, but the project still showed as active after refreshing the page. Perform a hard refresh and re-check the project status. Contact support if it does not update. - Deep Freeze option appears unavailable: The Deep Freeze option could be incorrectly disabled in a same-day edge case (when the last paid date matched the trial end date). If you cannot select Deep Freeze for a project, contact support. - Unexpected freeze or cancellation warning emails: Some active subscribers previously received cancellation/freeze warning emails in error. If you receive a warning you don't expect, you can disregard it or confirm your status with support.​ 🔄 Reactivating Later​ If you need OTTO on that site again in the future, you can unfreeze the project. Reactivating a frozen project that exceeds your plan's included sites may require adding the top-up again. This lets you scale your usage up or down as your needs change. Note: access to deep-frozen projects on accounts that have been canceled is a known limitation the team is still working on. If your account is canceled and you need to access a deep-frozen project, contact support. 💬 Need More Help?​ If you need further assistance, click the chat icon in the bottom-right corner of the platform and type "Human Teammate" to start a live chat with a member of our team. Additional Notes When you deep freeze an OTTO project, automation pauses immediately and the project's OTTO site slot is released automatically after a 14-day hold period, at which point it becomes available to assign elsewhere. Note that this does not cancel any associated top-up — the top-up must be cancelled separately in Billing → Services or through support. 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.

💳 AI Premium Quota Top-Up Not Reflecting After Payment

🔍 Overview Occasionally, a successful AI premium quota top-up payment may not automatically reflect in your account due to a known processing issue. Your card is charged, but the credits do not appear right away. This is a recognised platform bug that our engineering team has worked to resolve. If you encounter it, our support team can apply your credits manually and quickly. ⚠️ What This Issue Looks Like - You completed a $10 AI premium quota top-up purchase. - The payment was processed and the charge appears on your bank or card statement. - Your AI premium quota balance has not increased in the platform. - No error message was shown during or after the purchase. ✅ How This Is Resolved Because this issue occurs on the backend, the credits must be added to your account manually by a member of our support team. The good news is that this process is straightforward and fast — our agents can verify your payment and apply the quota top-up directly to your account. To get this resolved as quickly as possible, please have the following information ready before you reach out: - The email address associated with your Search Atlas account. - Confirmation that the $10 charge has appeared on your payment statement. - The approximate date and time of the purchase, if known. 🛠️ Steps to Get Your Credits Applied 1. Verify that the charge has gone through by checking your bank or card statement. 2. Log in to your Search Atlas account. 3. Open the support chat within the platform and connect with a member of our support team. 4. Let the agent know that your AI premium quota top-up payment was successful but the credits are not reflecting in your account, and share the email address on your account along with the approximate purchase date. 5. The agent will confirm your payment on the backend and manually add the quota credits to your account. 6. Once the agent confirms the credits have been applied, refresh your browser or log out and back in to see your updated AI premium quota balance. 📊 After Your Credits Are Applied Once a support agent has added the quota manually, you can check your AI premium quota balance within the platform. If the balance still does not appear updated after the agent confirms the fix, try refreshing your browser or logging out and back in. 💡 Important Notes - This issue has been identified and addressed by our engineering team, but if you purchased a top-up before the fix was fully deployed, you may still need manual assistance. - Do not attempt to repurchase the top-up to resolve the issue — this could result in being charged twice. Wait for a support agent to confirm and apply your original payment first. - Our support agents can see your billing history and will be able to verify your payment without you needing to provide a receipt. 💬 Need Help? If you need further assistance, open the support chat within the platform to connect with our team. Please have your account email and payment confirmation ready so we can resolve this as quickly as possible.

💡 Understanding Top-Up Charges with Unlimited Quota

🔍 Why Top-Up Charges Can Still Appear After switching to an unlimited quota plan, you might still see top-up charges on your invoice. This can happen due to timing differences between when the unlimited plan takes effect and when previous billing cycles close, or due to system adjustments that have not yet been fully reflected in your account. 🛠️ How to Request a Refund If you believe you were charged for top-ups after your unlimited quota was active, you can request a refund through the platform. Our specialized billing team handles these cases and can process refunds to your original payment method. 1. Open the chat widget in the bottom-right corner of the platform. 2. Type human teammate to connect with a member of our team. 3. Provide details about the charges, including the dates and amounts, and mention that you have an active unlimited quota plan. Refunds are typically processed within 5–10 business days and will be returned to the original payment method used for the charges. 📊 What to Expect After Submitting Your Request Once your request is received, the billing team will review your account history and the timing of your unlimited quota activation. If the charges were applied in error, they will initiate the refund and confirm the amount and expected timeframe. You will receive a confirmation message with the refund details, including the refund amount and method.

📘 What Happens When You Run Out of Credits (and How to Top Up)

Overview If your Search Atlas quota is exhausted, MCP will prevent further actions that require credits until additional quota is available. This ensures that all usage stays within your plan limits and prevents unexpected overages. 🧠 What Happens When Quota Is Exhausted When you attempt an action that requires quota: - The action will not execute - The MCP returns a quota error - Your AI assistant informs you that you do not have enough credits ⚙️ Step-by-Step: What You Will Experience Step 1 — You request an action that produces work. Examples: - “Generate an SEO article” - “Run a site audit” Step 2 — The assistant attempts to execute the request. Step 3 — The MCP checks your available quota. Step 4 — If quota is insufficient: - The action is blocked - An error is returned - The assistant explains that quota is exhausted 🔔 What the Assistant Will Do When quota is exhausted, your AI assistant will typically: - Notify you that the action cannot proceed - Suggest checking your usage - Suggest adding more credits or upgrading your plan ⚙️ Step-by-Step: How to Resolve Step 1 — Check your current usage. Ask: - “Show my quota” - “Check my usage” Step 2 — Confirm that your quota is fully used. Step 3 — Add more credits or upgrade your plan. Step 4 — Retry the action. 💳 Troubleshooting: Checkout or Payment Issues When Topping Up If you try to purchase additional AI credits (for example, a 10,000-credit top-up) and the Stripe checkout page hangs, times out, or fails to complete, try the following: 1. Reload the checkout page and try again. 2. Open the checkout in an incognito/private window to rule out browser extensions or cached sessions. 3. Try a different browser or device. 4. Verify your card and billing details are accepted by Stripe. If the checkout still fails, contact Search Atlas support and include: - The credit amount you are attempting to purchase - A screenshot or description of the error - Approximate time of the failed attempt Our team can manually add the credits to your account while engineering investigates any payment-system issue, so you are never blocked from continuing your work. ⚠️ Important Notes - Read-only actions will still work (they do not consume quota) - Only actions that produce work are blocked - MCP does not allow actions to exceed your quota - If you experience a checkout/payment failure when adding credits, contact support — credits can be added manually while any payment-system issue is investigated 🔁 Best Practice Check your quota before running large or batch actions to avoid interruptions. Running out of credits does not affect your access to MCP — it only limits actions that require quota. Once you restore your balance, you can continue executing tasks normally through your AI assistant. 🛠️ Known Issues / Recent Fixes - Stripe checkout timeout during credit top-up (Resolved) — Internal ticket QPB-559. A bug previously caused the Stripe checkout page to time out for some customers attempting to purchase additional AI credits. The engineering team has deployed a fix and the ticket is marked Resolved. If you encounter similar checkout symptoms, please follow the troubleshooting steps above and contact support so we can manually add credits and re-open the ticket if needed.