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Common Errors and Solutions

This comprehensive guide helps you troubleshoot common errors and issues you may encounter while using FluidGrids billing and subscription features.

Payment Errors​

"Insufficient credits in billing account"​

Error Message: "Insufficient credits in billing account" or "Your credit balance is too low to complete this purchase"

Cause: Your current credit balance is lower than the amount required for the purchase.

Solutions:

  1. Purchase More Credits

    • Navigate to Billing Dashboard
    • Click "Purchase Credits"
    • Select amount and payment method
    • Complete purchase to add credits

  2. Use Hybrid Payment (if you have partial credits)

    • Enable "Use available credits" at checkout
    • System will apply your credits and charge the remaining amount
    • Example: $30 in credits + $70 via gateway for $100 purchase

  3. Use Stripe/Razorpay for Full Payment

    • Disable "Use available credits" option
    • Pay entire amount via payment gateway
    • Your existing credits remain untouched

  4. Check Actual Balance

    • Go to Billing Dashboard
    • Verify your available credit balance
    • Credits may be reserved for pending transactions

Prevention:

  • Set up low balance alerts (coming soon)
  • Maintain a minimum credit buffer
  • Enable auto-reload when feature becomes available

"Payment declined by gateway"​

Error Message: "Your payment was declined" or "Payment could not be processed"

Cause: The payment gateway (Stripe or Razorpay) rejected your payment. Common reasons include:

  • Insufficient funds in bank account
  • Card expired or invalid
  • Bank declined transaction (fraud prevention)
  • Incorrect card details (CVV, expiry date)
  • 3D Secure authentication failed
  • Card blocked for online transactions
  • International transactions disabled

Solutions:

  1. Verify Card Details Are Correct

    • Double-check card number (no spaces or dashes)
    • Confirm expiry date is MM/YY format
    • Verify CVV (3 digits on back, 4 for Amex)
    • Ensure billing postal code matches card registration

  2. Check Sufficient Funds in Account

    • Log into your bank account
    • Verify available balance covers purchase + fees
    • Check credit limit for credit cards
    • Ensure no holds or pending transactions

  3. Contact Your Bank

    • Call bank's customer service
    • Explain you're making an online purchase
    • Ask them to:
      • Enable online transactions
      • Enable international transactions (if using Stripe)
      • Remove any blocks on your card
      • Increase transaction limits if needed

  4. Try Different Payment Method

    • If using Razorpay: Try UPI instead of card, or different bank
    • If using Stripe: Try different card or payment method
    • Use credits if available
    • Ask colleague to make payment and reimburse them

  5. Check 3D Secure/OTP Completion

    • Ensure you completed OTP verification
    • Check SMS/email for OTP code
    • Verify authentication in banking app
    • Don't close authentication window prematurely

  6. Clear Browser Cache and Retry

    • Clear cookies and cache
    • Try incognito/private mode
    • Use different browser
    • Disable browser extensions that might interfere

For Razorpay Specific Issues:

  • Ensure popup blockers aren't blocking payment modal
  • Try different UPI app if UPI payment fails
  • For net banking, check if bank portal is operational
  • Wallet payments: ensure sufficient wallet balance

For Stripe Specific Issues:

  • Verify card supports international transactions
  • Check if card issuer supports 3D Secure
  • Try card from different bank
  • Contact Stripe support for persistent issues

Prevention:

  • Keep card details updated
  • Maintain sufficient balance
  • Enable online/international transactions in advance
  • Save working payment method for future use

"Transaction status check timed out"​

Error Message: "Unable to verify payment status" or "Transaction verification timed out"

Cause: The system couldn't confirm payment status with the gateway within the expected timeframe. This doesn't necessarily mean the payment failed - it means verification is taking longer than usual.

Common Reasons:

  • Payment gateway experiencing high load
  • Network connectivity issues
  • Bank's payment confirmation delayed
  • Gateway webhook delivery delayed

Solutions:

  1. Wait 5-15 Minutes

    • Don't panic - this is usually temporary
    • Payment is likely processing in background
    • System continues checking even after timeout message
    • Most resolve automatically within 15 minutes

  2. Check Billing Dashboard for Status

    • Go to Billing & Subscriptions
    • Click on "Transactions" tab
    • Look for your transaction by:
      • Transaction ID (shown in error message)
      • Timestamp (when you made payment)
      • Amount
    • Status will update when confirmation arrives

  3. Verify Bank Account/Card Statement

    • Check if amount was deducted
    • Look for pending transaction
    • Note the transaction reference number
    • If deducted, payment likely succeeded

  4. DON'T Retry Payment Immediately

    • IMPORTANT: Do not make another payment right away
    • You risk creating duplicate charges
    • Both payments might succeed, charging you twice
    • Wait for first transaction to resolve

  5. Check Email for Payment Confirmation

    • Payment gateway sends confirmation email
    • Check spam/junk folder
    • Razorpay: email from [email protected]
    • Stripe: email from stripe.com
    • Email confirmation indicates successful payment

  6. Contact Support if Not Resolved After 30 Minutes

    • Email support with:
      • Transaction ID
      • Screenshot of payment confirmation (if any)
      • Screenshot of timeout error
      • Time of payment attempt
      • Payment method used
    • Support can manually verify status with gateway
    • Typical resolution time: 1-2 hours during business hours

What Happens in Background:

  • System continues polling gateway every few minutes
  • When status confirmed, credits/items delivered automatically
  • You'll receive email notification when resolved
  • If payment failed, you'll be notified to retry

Prevention:

  • Use stable internet connection for payments
  • Avoid peak hours (if possible)
  • Keep transaction ID screenshot for reference

"Product ID required for credit spending"​

Error Message: "Cannot process credit purchase: product identifier missing"

Cause: This is a system error. When using credits to purchase something, the system needs to know what product you're buying for proper accounting and audit trails.

Why This Happens:

  • Bug in checkout flow
  • Product information not passed correctly
  • Session or state management issue

Solutions:

  1. This is a System Error - Contact Support Immediately

    • This shouldn't happen in normal operation
    • Support needs to investigate
    • May indicate larger issue

  2. Provide Details of What You Were Purchasing

    • Plan name and tier
    • Add-ons selected
    • Credit amount
    • Store items in cart
    • Screenshots of checkout page

  3. Try Alternative Approach

    • Go back and start checkout again
    • Try different browser
    • Clear cache and cookies
    • Use incognito mode

  4. Temporary Workaround

    • Use gateway payment instead of credits
    • Purchase credits first, then buy items separately
    • Ask admin to make purchase on your behalf

What Support Will Do:

  • Investigate system logs
  • Identify root cause
  • Process your purchase manually if needed
  • Fix issue to prevent recurrence

Subscription Errors​

"No active subscription found"​

Error Message: "Active subscription required" or "No subscription found for this billing account"

Cause: You're trying to perform an action that requires an active subscription, but:

  • You haven't purchased a subscription yet
  • Your subscription expired
  • You're trying to buy add-ons without a base plan

Solutions:

  1. Purchase a Plan First

    • Navigate to Billing & Subscriptions
    • Go to "Plans" tab
    • Choose appropriate plan tier (Starter, Professional, Enterprise)
    • Complete purchase

  2. Then Purchase Add-ons

    • After base subscription is active
    • Go to "Add-ons" section
    • Select desired add-ons
    • Add-ons extend your base plan quotas

  3. Verify Subscription Status

    • Go to Billing Dashboard
    • Check "Current Subscription" section
    • Ensure status shows "Active"
    • Check expiration date

  4. Check Correct Billing Account

    • Verify you've selected the right billing account
    • Subscription might be on different account
    • Switch accounts if you have multiple

Understanding Plan Structure:

  • Base Plan: Required foundation (Starter/Pro/Enterprise)
  • Add-ons: Optional enhancements to base plan
  • You cannot have add-ons without a base plan
  • Add-ons expire when base plan expires

Prevention:

  • Maintain active subscription
  • Set renewal reminders
  • Enable auto-renewal (coming soon)

"Subscription has expired"​

Error Message: "Your subscription has expired" or "Subscription no longer active"

Cause: Your subscription period has ended and hasn't been renewed.

Impact:

  • Cannot use subscription features
  • Quotas no longer available
  • Add-ons also expired
  • Data preserved during grace period (typically 30 days)

Solutions:

  1. Purchase New Subscription

    • Go to Billing & Subscriptions
    • Select "Plans" tab
    • Choose plan tier
    • Complete purchase to reactivate

  2. All Data Preserved During Grace Period

    • Your workflows, projects, and data are safe
    • Grace period typically 30 days
    • Can reactivate anytime during grace period
    • After grace period, data may be archived

  3. Reactivate Within 30 Days to Maintain Access

    • Purchase same or higher tier plan
    • Access restored immediately
    • All data and configurations intact
    • Quotas reset for new period

  4. Check Expiration Date

    • Review when subscription expired
    • If within grace period, quick reactivation
    • If beyond grace period, contact support

What Happens When Expired:

  • Immediately: Cannot create new workflows or use premium features
  • Day 1-7: Grace period, all data accessible (read-only)
  • Day 8-30: Extended grace period, data preserved
  • Day 31+: Data archived, recovery requires support assistance

Prevention:

  • Note subscription end date on calendar
  • Set reminder 7 days before expiration
  • Enable auto-renewal when available
  • Monitor subscription status in dashboard

"Active subscription already exists"​

Error Message: "Cannot purchase: active subscription already exists" or "You already have an active subscription"

Cause: You're trying to purchase a new plan while you already have an active subscription. The system doesn't allow multiple simultaneous base subscriptions.

Why This Restriction Exists:

  • Prevents confusion about which quotas apply
  • Avoids double-billing
  • Ensures clear subscription state

Solutions:

  1. Wait for Current Subscription to Expire

    • Check current subscription end date
    • Wait until expiration
    • Then purchase new plan
    • Most appropriate for downgrades

  2. Or Cancel Current Subscription First

    • Go to Billing Dashboard
    • Find "Current Subscription" section
    • Click "Cancel Subscription"
    • Confirm cancellation
    • Then purchase new plan
    • Note: May lose remaining time on current plan

  3. Then Purchase New Plan

    • After expiration or cancellation
    • Select new plan tier
    • Complete purchase
    • New subscription activates immediately

  4. For Upgrades: Use "Upgrade Plan" Instead

    • Don't purchase new plan separately
    • Use "Upgrade" button in dashboard
    • Provides prorated pricing
    • Seamless transition
    • No service interruption

Understanding Subscription Rules:

  • Only one base plan at a time
  • Can have multiple add-ons
  • Upgrades handled via special upgrade flow
  • Downgrades require waiting for current plan to expire

Best Practices:

  • To upgrade: Use upgrade function, not new purchase
  • To downgrade: Wait for expiration, then purchase lower tier
  • To change billing cycle: Cancel and repurchase (loses remaining time)
  • For major changes: Contact support for assistance

Usage Errors​

"Quota exhausted for [resource]"​

Error Message: "API call quota exhausted" or "Storage quota limit reached" or similar

Cause: You've reached 100% of your quota limit for a specific resource. This happens when:

  • Usage has reached subscription limit
  • No additional capacity available
  • Quota has been fully consumed

Impact:

  • Cannot use that specific resource further
  • Other resources with available quota still work
  • Workflows using exhausted resource will fail
  • API calls return quota exceeded errors

Solutions:

  1. Check Usage Dashboard for Details

    • Go to Billing & Subscriptions
    • Click "Usage" tab
    • Find the exhausted quota
    • Click "View Details" to see:
      • What consumed the quota
      • When usage spiked
      • Which projects or users are heavy consumers

  2. Purchase Add-ons for Specific Quota

    • Navigate to "Add-ons" section
    • Find add-on matching exhausted quota
    • Examples:
      • "+1000 API Calls"
      • "+10GB Storage"
      • "+5 User Seats"
    • Purchase to immediately increase limit
    • Most cost-effective for single quota increase

  3. Upgrade to Higher Tier Plan

    • If multiple quotas near limits
    • Higher tier plans have larger quotas across all resources
    • Compare plans in "Plans" tab
    • Use "Upgrade" function for prorated pricing
    • Better value if you need general capacity increase

  4. Free Up Reusable Quotas (like bot seats)

    • Some quotas can be reclaimed:
      • User Seats: Remove inactive users
      • Projects: Archive or delete unused projects
      • Storage: Delete old files, clean up databases
      • Compute Resources: Stop idle instances
    • Freed quota becomes available immediately

  5. Wait for Quota Reset (if time-based)

    • Some quotas reset monthly or daily:
      • API calls (often monthly)
      • Bandwidth (typically monthly)
      • Processing hours (may be monthly)
    • Check quota details for reset schedule
    • Plan usage around reset dates

Analyzing the Problem:

Step 1: Identify Usage Patterns

  • Export usage data to CSV
  • Look for sudden spikes
  • Identify top consumers
  • Check for inefficient code or workflows

Step 2: Optimize Usage

  • Cache API responses where possible
  • Optimize workflow efficiency
  • Remove redundant operations
  • Batch requests instead of individual calls

Step 3: Plan Capacity

  • Use growth predictions in analytics
  • Forecast when you'll hit limits again
  • Budget for capacity increases
  • Schedule upgrades before hitting limits

Prevention:

  • Monitor usage dashboard regularly
  • Set up alerts for 75% and 90% thresholds
  • Use growth predictions to plan ahead
  • Optimize resource usage continuously
  • Maintain buffer capacity for spikes

Billing Account Errors​

"Billing account not found"​

Error Message: "Billing account not found" or "No access to billing account"

Cause: The billing account you're trying to access:

  • Has been deleted
  • You don't have permission to access
  • Never existed (typo in ID)
  • Is associated with different workspace

Solutions:

  1. Create New Billing Account

    • Go to Workspace Settings
    • Navigate to Billing & Subscriptions
    • Click "Create Billing Account"
    • Fill in required information:
      • Account name
      • Billing email
      • Address
      • Country
    • Submit to create

  2. Contact Workspace Admin for Access

    • Ask admin to grant you access
    • Admin can:
      • Add you to existing billing account
      • Share billing account permissions
      • Create billing account on your behalf
    • Requires appropriate role (Billing Admin or Owner)

  3. Verify Correct Workspace Selected

    • Check workspace selector (top of page)
    • Billing accounts are workspace-specific
    • Switch to correct workspace
    • Then access billing account

  4. Check Billing Account List

    • Go to Billing Dashboard
    • Use billing account dropdown
    • See all accounts you have access to
    • Select correct account

Understanding Billing Account Access:

  • Workspace Owner: Full access to all billing accounts
  • Billing Admin: Can manage billing accounts
  • Member: May have limited or no access
  • Access is per-billing-account, not global

Common Scenarios:

  • Multi-workspace: You're in wrong workspace
  • Deleted Account: Need to create new one
  • Removed Access: Contact admin to restore
  • Never Created: Create first billing account

"Required field missing: [field]"​

Error Message: "Email is required" or "Address field cannot be empty" or similar validation errors

Cause: You're trying to create or update a billing account without filling in all required fields.

Required Fields for Billing Account:

  • Account Name (for your reference)
  • Billing Email (for receipts and notifications)
  • Address Line 1
  • City
  • State/Province
  • Country
  • Postal/ZIP Code

Solutions:

  1. Fill in All Required Fields (marked with *)

    • Required fields have asterisk (*)
    • Form validation shows which fields are missing
    • All required fields must have valid values

  2. Common Missing Fields:

    • Email: Must be valid email format (includes @)
    • Address: Complete street address required
    • Country: Must select from dropdown
    • Postal Code: Valid format for selected country

  3. Resubmit Form After Completion

    • Fill in missing fields
    • Verify all information is accurate
    • Check for any remaining validation errors
    • Click submit again

Field-Specific Validation:

  • Email:

    • Must contain @ symbol
    • Must have valid domain
    • No spaces allowed

  • Postal Code:

    • Format varies by country
    • US: 5 digits or ZIP+4
    • UK: Valid postcode format
    • India: 6 digits

  • Phone (if required):

    • Include country code
    • Valid format for country
    • Numbers only, no special characters

Best Practices:

  • Fill all fields before submitting
  • Double-check for accuracy
  • Use consistent formatting
  • Save frequently if form supports it

Getting Help​

If errors persist after trying these solutions, contact support with detailed information.

Information to Provide​

When contacting support, include:

  1. Error Details

    • Exact error message (copy and paste)
    • Error code (if provided)
    • Screenshot of error

  2. Transaction Information (for payment errors)

    • Transaction ID
    • Payment amount
    • Payment method used
    • Time of transaction
    • Screenshot of payment confirmation

  3. Context

    • What you were trying to do
    • Steps taken before error occurred
    • When error first appeared
    • Browser and operating system
    • Whether error is consistent or intermittent

  4. Account Information

    • Workspace name
    • Billing account ID
    • Your user email
    • Subscription tier (if applicable)

Contact Methods​

  • Email Support: [email protected]

    • Response time: 24-48 hours
    • Include all details in initial email

  • Priority Support (Enterprise plans):

    • Faster response times
    • Dedicated support channel
    • Phone support available

  • Community Forum:

    • Ask community for help
    • Search for similar issues
    • Share solutions

Escalation Process​

If your issue isn't resolved:

  1. Initial Response: Within 24-48 hours
  2. Under Investigation: Support team investigating
  3. Escalated: Complex issues escalated to engineering
  4. Resolution: Fix provided or workaround offered
  5. Follow-up: Confirmation issue is resolved

Emergency Issues​

For critical problems affecting production:

  • Payment Stuck: Generally resolves within 15 minutes
  • Service Outage: Check status page first
  • Quota Blocking Production: Purchase add-ons immediately
  • Account Locked: Contact support urgently

Error Prevention Best Practices​

Payment Best Practices​

  1. Keep Payment Methods Updated

    • Update expired cards before expiration
    • Verify bank account has sufficient funds
    • Enable online/international transactions in advance

  2. Test Small Amounts First

    • For new payment methods, try small credit purchase
    • Verify everything works before large purchases
    • Identify issues early

  3. Monitor Transaction Status

    • Don't navigate away immediately after payment
    • Wait for confirmation
    • Save transaction IDs

Subscription Best Practices​

  1. Plan Ahead

    • Know your subscription end date
    • Set calendar reminders
    • Plan upgrades before hitting limits

  2. Monitor Usage Regularly

    • Check dashboard weekly
    • Review usage trends
    • Act on warnings early

  3. Understand Your Limits

    • Know quotas for your plan
    • Understand which quotas are hard limits
    • Plan capacity for growth

Account Management Best Practices​

  1. Keep Information Current

    • Update billing email
    • Maintain accurate address
    • Update contact information

  2. Manage Access Properly

    • Grant appropriate permissions
    • Review access regularly
    • Remove access when team members leave

  3. Document Your Setup

    • Keep record of billing accounts
    • Note subscription details
    • Save important transaction IDs

Next Steps​

Now that you understand common errors and solutions:

  1. Bookmark This Page: Quick reference when issues arise
  2. Review Prevention Tips: Avoid common pitfalls
  3. Test Your Understanding: Try a small transaction
  4. Set Up Monitoring: Regular usage dashboard checks
  5. Prepare Contact Info: Have support details ready

Knowing how to handle errors keeps your FluidGrids workspace running smoothly. Most issues resolve quickly with the right approach.