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Billing & Entitlements Troubleshooting

Check Wallet, subscription, plan, and module status when a paid workflow is unavailable or a billing action is pending.

Check billing access in this order

  1. 1

    Check Wallet balance

    Use available balance, not a Pending top-up, when the action requires Wallet credit.

  2. 2

    Check Subscription

    Confirm the base plan is active and the company is inside any applicable plan limits.

  3. 3

    Check the module

    Confirm the optional workflow is Active or otherwise available to the company.

  4. 4

    Check transaction history

    Look for Pending, successful, failed, reversed, cancelled, or other current billing state before retrying.

  5. 5

    Check user permission

    An active company entitlement does not grant every role administrative access.

Wallet, Subscription, and Modules are different

Company Wallet

  • Stores approved Prospeno billing credit.
  • It is not project cash, Budget Release money, revenue, or project profit.

Subscription

  • Defines the company plan, billing period, and plan-based capacity.

Module entitlement

  • Controls optional workflows such as Payroll, Materials, Kiosk, Quotations, Budget Releases, or Custom Branding.

Pending Wallet top-up

Pending credit cannot be spent. Review Wallet history and keep the payment or transaction reference before submitting another top-up.

  • QR Ph top-ups remain pending until the payment is verified by the supported payment flow.
  • Manual top-ups remain pending until reviewed.
  • Avoid rapid duplicate submissions while the same transaction is still pending.

Module is unavailable or inactive

  • Confirm the base subscription is eligible.
  • Confirm any required Wallet charge completed.
  • Check whether the module is Available, Active, Cancelling, Expired, Included, or another current Marketplace state.
  • Confirm your role is allowed to manage or use the module.
  • Refresh or sign in again after an entitlement change.

Renewal or cancellation changed access

When to contact support

Contact support when the company has the expected Wallet/subscription/module state but the workflow remains unavailable, or when a billing transaction remains unresolved. Include the company, transaction reference, date/time, current status, expected action, and a safe screenshot.

Important notes

  • Pending Wallet credit is not spendable.
  • Wallet balance and project/company financial records are separate systems.
  • Do not retry unresolved billing actions repeatedly without checking transaction history first.
Billing & Entitlements Troubleshooting | Prospeno Help