Most billing issues in SteadyEdge are not random failures. They usually come from one of a small set of causes: insufficient available balance, wrong payment network, underpaid invoice, blocked downgrade logic, or confusion between available and bonus balances.

What this is

This article is the first-response troubleshooting guide for common payment and subscription problems.

When to use it

Use this article if:

a subscription action fails
your plan did not activate after payment
you have funds but the platform still says the balance is insufficient
a payment stays pending for too long

Before you start

Before troubleshooting, check these facts:

whether you are paying from available balance or through a crypto provider charge
whether you sent payment on the correct network
whether the amount was exact
whether you are looking at available balance or bonus balance

Step by step

Step 1: Check whether you are short on available balance

The current Subscribe from Balance flow uses available balance only.

If your available balance is too low:

the action can fail with an insufficient-balance response
the UI can open the top-up modal with the required amount prefilled

Bonus balance does not replace available balance automatically in this flow.

Step 2: Check whether bonus balance still needs to be transferred

Referral rewards that land in bonus balance may need to be moved into available balance first.

Use Profile -> Referrals -> Transfer To Main if you need to move bonus funds into the spendable balance bucket.

Step 3: Check whether the payment was underpaid

If a subscription charge was underpaid, the invoice can remain in an underpaid state.

Important current behavior:

the paid amount can still be credited to available balance
the subscription does not activate automatically

This is one of the most important billing rules to understand when a plan did not switch after payment.

Step 4: Check network and currency accuracy

For NOWPayments flows, confirm:

the asset was correct
the network was correct
the amount was exact
the payment was sent to the current generated address

Wrong-network or wrong-amount payments are the most common reason a payment stays unresolved.

Step 5: Check for blocked plan actions

Some plan operations are intentionally blocked. In the direct-charge flow, trying to move from a higher active subscription to a lower one can be rejected instead of processed as a downgrade.

If your goal is simply to stop future renewals, use the cancel-renewal action instead of retrying a blocked checkout flow.

Step 6: Check whether you expected cancellation to be immediate

The cancellation action is a cancel renewal action. It stops renewal at the end of the current paid period. It does not instantly remove access the moment you click it.

If the balances, invoice state, and payment details still do not make sense, collect the facts and contact support.

Support email: support@steadyedge.net

What you should see

After this check, you should know whether the issue is:

insufficient available balance
bonus balance not yet transferred
a pending provider confirmation
an underpaid invoice
a wrong network or wrong amount problem
a blocked plan action

Common mistakes

looking only at bonus balance and assuming it behaves exactly like available balance
paying a NOWPayments request on the wrong network
sending a smaller amount and expecting the subscription to activate anyway
retrying a blocked downgrade checkout instead of changing the plan action
assuming cancel renewal means immediate cancellation