Prospeno — Project Profit Tracker
Sign In
Support
Included

Billing & Entitlements Troubleshooting

Resolve Wallet, subscription, plan-limit, module activation, renewal, cancellation, and entitlement problems without affecting project finances or historical business records.

Check the billing layer

  • Determine whether the issue comes from Wallet balance, subscription status, plan limits, or module entitlement.

Confirm the transaction state

  • Review transaction history before retrying a top-up, renewal, or module purchase.

Preserve business history

  • Subscription or module restrictions must not be treated as permission to delete historical project or financial records.

Billing access model

Available Wallet credit + Active base subscription where required + Eligible company plan + Successful billing action + Active module entitlement + User role permission = Available workflow

Not every workflow requires every layer. Core platform features may depend mainly on subscription and plan limits, while optional paid modules generally depend on several billing layers.

Wallet, subscription, and module entitlement

Company Wallet

Stores approved Prospeno billing credits.

  • It is not project cash
  • It is not company cash-on-hand
  • It is not Budget Release money
  • It is not project revenue or project profit

Subscription

  • Defines company plan
  • Includes usage limits and billing period
  • Controls renewal state
  • Provides company-wide product entitlement

Module entitlement

  • Determines whether an optional workflow is active for the company
  • Examples: Salaries & Payroll, Budget Releases & Liquidation, Materials & Requisition, Kiosk Attendance, Custom Branding, Quotation Builder

Troubleshooting order

  1. 1

    Check Wallet balance

    Confirm available—not pending—credit on /wallet.

  2. 2

    Check subscription status

    Confirm the base subscription is active and eligible on /subscription.

  3. 3

    Check plan requirements

    Confirm the current plan supports the intended module or limit.

  4. 4

    Check module status

    Review whether the module is Available, Active, Cancelling, Expired, Included, or another current Marketplace state.

  5. 5

    Check transaction history

    Confirm whether the charge succeeded, failed, reversed, or remains pending in Wallet activity.

  6. 6

    Check user permission

    An active module does not give every user administrative access. Confirm the current role.

Insufficient Wallet balance

What happens

  • Pending top-ups are not spendable
  • The required charge must be compared with available balance
  • Module or subscription purchase is blocked when balance is insufficient
  • Wallet balance does not affect project profit
  • A company Admin may need to submit a top-up request

Safe actions

  • Review available balance on /wallet
  • Review pending top-ups and Top-up Pending history rows
  • Confirm the required charge amount
  • Submit a supported top-up
  • Wait for approval or payment verification
  • Retry only after the credit becomes available

Pending Wallet top-up

  • Pending means the QR Ph payment is awaiting verification, or a manual request is awaiting Super Admin review
  • Pending credit cannot be spent
  • Repeated duplicate submissions should be avoided
  • Retain the transaction reference or payment proof
  • Review Wallet history before submitting another request
  • Contact support when the request remains pending beyond the published response period

Prospeno does not promise immediate approval. QR Ph top-ups remain pending until PayMongo verifies payment; manual requests remain pending until reviewed.

Rejected or adjusted top-up

Manual top-up requests

  • Rejected is a customer-visible status for manual top-up requests that could not be verified
  • QR Ph top-ups use failed, expired, or cancelled instead of rejected
  • A corrected approved amount may be recorded on manual review
  • There is no separate Adjusted status label
  • Rejected or uncredited requests post no Wallet balance
  • Review remarks or rejection reason in Wallet history when provided
  • Submit a new supported request when review requires it
  • Contact support when payment reference review is unclear

Wallet transaction already completed

  • Check Wallet history before retrying
  • Confirm the resulting available balance
  • Confirm whether the subscription or module became active
  • Confirm whether the page simply needs refresh
  • Avoid another purchase attempt while state is uncertain

A timeout or loading error does not always mean the charge failed.

Subscription inactive or expired

Current subscription states

  • Trial — introductory access according to current plan rules
  • Active — base subscription is in good standing
  • Overdue — renewal or billing follow-up is overdue
  • Suspended — company access may be restricted
  • Cancelled — subscription was cancelled and may restrict company-wide actions

What to know

  • Password reset does not restore an expired or suspended subscription
  • Wallet balance alone does not reactivate it
  • A successful renewal or supported reactivation must complete
  • Company-wide creation or access may become restricted
  • Historical records remain preserved
  • Some surfaces may become read-only according to current implementation

Renewal failed

  1. 1

    Confirm renewal date

    Review next renewal on /subscription.

  2. 2

    Confirm available Wallet balance

    Paid renewals require sufficient spendable credit when a charge posts.

  3. 3

    Check the Wallet charge

    Look for Subscription Payment in Wallet activity.

  4. 4

    Check subscription status

    Confirm whether status moved to overdue, active, or cancelled.

  5. 5

    Refresh the subscription page

    Allow background billing state to update.

  6. 6

    Avoid repeated rapid renewal attempts

    Duplicate protection may treat a completed charge as idempotent.

  7. 7

    Contact support

    Escalate when a charge completed but entitlement did not extend.

Plan limit reached

PlanLimitUpgradePrompt behavior

  • Active users or employees — active company users count toward the employee limit
  • Working projects — planning and active projects count toward the working-project limit
  • Completed-project retention — completed projects count toward the retained-history limit
  • Other enforced limits may show a generic upgrade prompt

What happens

  • Prospeno shows current usage and limit when available
  • New activity may be blocked until usage is within the limit or the plan is upgraded
  • Disabled or archived records may still count depending on the limit category
  • Admins review limits and upgrade from Subscription → Upgrade
  • Upgrading applies according to the current subscription workflow
  • Existing data is preserved; lowering a plan may require reducing usage before downgrade

Live plan capacities are configured in Prospeno and shown on /pricing, Subscription → Upgrade, and /docs/guides/reference. Do not delete historical records to bypass a limit.

Module unavailable

Possible causes

  • Current plan is not eligible
  • Base subscription is inactive or overdue
  • Module is hidden, disabled, or coming soon
  • Module is already included with the core platform
  • Module is not customer-facing in Marketplace
  • Company entitlement state is inconsistent

Safe actions

  • Review Marketplace status at /docs/guides/module-marketplace
  • Review plan requirements on /docs/guides/subscription
  • Confirm Admin role
  • Contact support when availability contradicts the current plan

Module activation failed

Check in order

  • Active base subscription
  • Eligible company plan
  • Sufficient available Wallet balance
  • Purchase confirmation and Wallet transaction result
  • Module entitlement status in Marketplace or Subscription
  • Current user role — only Admins activate modules
  • Browser refresh after purchase
  • Whether the module was already active

Rules

  • Failed activation must not be documented as successful access
  • A failed activation should not leave an incorrect completed charge
  • Avoid repeated rapid purchase attempts
  • Review uncertain billing state before retrying

Module already active

  • Do not purchase the same module again
  • Open the module directly from the sidebar or /modules
  • Review /docs/guides/subscription or /docs/guides/module-marketplace for renewal or cancellation state
  • Refresh the page if navigation has not updated
  • Contact support if billing history shows a duplicate charge

Cancelling module

Current behavior

  • Only company Admins can cancel renewal from Subscription or Module Marketplace
  • Cancellation is scheduled — access continues until the paid-through date
  • Renewal stops for the next billing cycle
  • Cancellation does not automatically refund Wallet credits
  • The module may become read-only after expiry
  • Historical records remain preserved

Cancelling a module is not the same as deleting its records.

Expired module

  • New actions may be blocked
  • Editing may be restricted or read-only according to current implementation
  • Existing records remain preserved
  • Reports or read-only views may remain available
  • Reactivation may restore supported access
  • Prior records should not need to be recreated

Module reactivation

  1. 1

    Open Module Marketplace

    Go to /modules.

  2. 2

    Select the expired or cancelling module

    Review the module card state.

  3. 3

    Review eligibility and price

    Confirm plan and Wallet requirements.

  4. 4

    Confirm Wallet balance

    Ensure sufficient available credit.

  5. 5

    Complete reactivation

    Purchase or resume renewal as supported.

  6. 6

    Confirm entitlement state

    Verify Active or Cancelling status updates.

  7. 7

    Open the module

    Prior configuration and historical records return automatically; recreation is not required.

Billing completed but module remains locked

Check before escalating

  • Wallet transaction status
  • Module entitlement status
  • Subscription status
  • Correct company workspace selection
  • Current user permission
  • Page refresh or reauthentication
  • Whether purchase related to another company workspace

Support evidence

  • Company name and code or URL
  • Affected module
  • Wallet transaction reference
  • Time and exact route
  • Safe screenshot without sensitive credentials

Do not recommend another purchase attempt until the first transaction is resolved.

Role permission vs entitlement

Module entitlement

  • The company owns or includes the workflow

User permission

  • The current role is allowed to use or administer it

Example: A company may have Salaries & Payroll active, while an Employee still cannot administer payroll runs.

Wallet vs project finances

Wallet top-up → Increases Prospeno billing credit

Subscription or module charge → Reduces Prospeno billing credit

Wallet activity → No project revenue, project expense, collection, or profit effect

Cancellation and refunds

  • Module renewal cancellation does not automatically create a refund
  • Unused paid time is not automatically refunded or prorated in the current customer workflow
  • Refunds and manual corrections are handled by Prospeno support or platform administration
  • Wallet credit may be restored only when a supported refund or reversal transaction is applied
  • Reversal or refund entries may appear in Wallet history when posted
  • Support approval is required for billing corrections

Cancellation does not automatically guarantee a refund.

Billing correction or duplicate charge

Safe steps

  • Do not submit another purchase
  • Capture the Wallet transaction reference
  • Check Wallet history and current entitlement
  • Record the exact amount and time
  • Contact Prospeno support

Do not delete Wallet or subscription records to correct billing.

Historical data protection

Subscription downgrade, cancellation, or expiry → May restrict future actions

Existing project, attendance, payroll, finance, materials, quotation, and module records → Remain preserved

Common problem matrix

  • Problem

    Insufficient Wallet balance

    First check

    Available balance on /wallet

    Typical resolution

    Submit and wait for approved top-up

  • Problem

    Top-up pending

    First check

    Wallet history

    Typical resolution

    Wait or contact support

  • Problem

    Subscription expired

    First check

    Subscription page

    Typical resolution

    Renew or reactivate

  • Problem

    Module unavailable

    First check

    Plan eligibility

    Typical resolution

    Upgrade or choose eligible plan

  • Problem

    Activation failed

    First check

    Transaction and entitlement

    Typical resolution

    Retry only after confirming no charge

  • Problem

    Module cancelling

    First check

    Effective end date

    Typical resolution

    Continue until expiry where supported

  • Problem

    Module expired

    First check

    Marketplace

    Typical resolution

    Reactivate

  • Problem

    Plan limit reached

    First check

    Current usage

    Typical resolution

    Upgrade or reduce active usage safely

  • Problem

    Charge completed, access missing

    First check

    Entitlement state

    Typical resolution

    Contact support

  • Problem

    Duplicate charge suspected

    First check

    Wallet history

    Typical resolution

    Stop retrying and contact support

Status table

When company Admin action is required

  • Wallet top-up
  • Subscription renewal
  • Plan upgrade
  • Module activation
  • Module cancellation
  • User-limit resolution
  • Project-limit resolution
  • Billing review
  • User role access

When Prospeno support is required

  • Verified payment did not post to Wallet
  • Wallet charge completed but entitlement did not activate
  • Renewal completed but subscription remains expired
  • Duplicate charge is suspected
  • Top-up is rejected without clear reason
  • Billing state contradicts transaction history
  • A refund or manual correction is required
  • Historical records appear unavailable after expiry

Contact support at /docs/support.

Support evidence checklist

  • Company name and company code or URL
  • Admin email
  • Wallet transaction reference
  • Affected subscription or module
  • Amount, date, and time
  • Current status and exact message
  • Steps already attempted
  • Safe screenshot

Never send passwords, temporary passwords, Email PINs, OTPs, card security codes, private keys, or private banking credentials.

Actions to avoid

  • Repeat top-up submissions rapidly
  • Repeat module purchases while state is uncertain
  • Create another company workspace
  • Manually recreate module records
  • Delete financial history
  • Use project expenses to represent Wallet charges
  • Treat Wallet balance as project cash
  • Share billing credentials
  • Assume cancellation guarantees refund

Important limitations

  • Pending Wallet credit cannot be spent.
  • Wallet balance alone does not activate or renew access.
  • Base subscription and module entitlement are separate.
  • User role permission remains separate from company entitlement.
  • Plan limits may block new activity.
  • Cancellation does not guarantee a refund.
  • Expiry may restrict future actions while preserving history.
  • Password reset does not resolve billing or entitlement restrictions.
  • Failed or uncertain billing should be checked before retrying.
  • Billing corrections and refunds may require Prospeno support.
  • Wallet activity does not affect project profit.
  • Prospeno Wallet is not a bank account or payment-processing account.

Where to find help

Use the ? button in the web application for the current page guide, Getting Started, Module Guides, and Contact Support.

Related links

Jump to the module, marketplace, or broader help resources.

Billing & Entitlements Troubleshooting Guide — Prospeno Docs