Payment And Subscription Problems
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: [email protected]
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
Related articles
- NOWPayments Top-Up And Invoices
- Plans And Limits
- Referrals And Bonus Balance
- Account, Exchanges, And Billing Overview