Unable to add free plan due to false outstanding balance

[elaina]

What is the name of the domain?

elaina.cn

What is the error message?

could not run legacy post zone sub request against new zone products: failed to update user subscription: failed to apply object products: You cannot add or modify subscriptions or services until the outstanding balance is paid. You should be able to do so in your Billing page.

What is the issue you’re encountering

I am experiencing an issue when trying to complete the setup for my domain elaina.cn. Although the service I am trying to add is “FREE,” I am unable to proceed due to a false alert about an outstanding balance.

What steps have you taken to resolve the issue?

Checked Billing: I double-checked my billing page, and there is no outstanding balance or pending charges.

Cleared Cache and Retried Setup

Billing issues requre a Billing ticket with Support

Case: 01304805

In what area can we help you?

I don’t know

What are the steps to reproduce the issue?

I paid the pending invoice of 9.9$ some days and still the platform shows billing issue status.

I have checked billing, there is no indication of an outstanding balance.

Only elaina.cn has a problem, but I can still add other new domains to my account.

Screenshot of the error

[elaina]

I would like to provide some additional clarification. This domain has always been used under the same account. About half a month ago, due to an unexpected charge, I failed to pay the November invoice on time. After that, it took me around a week to investigate the issue, and I eventually succeeded in making the payment. However, when I attempted to delete and re-add this domain, I encountered the aforementioned problems. I had expected these issues to be resolved within a short period, but now, after two weeks, the problems still persist. Moreover, the support case I submitted has not received any response. Therefore, I have come to the community for assistance.

[harshinik]

Hi !

I have escalated the case to the billing team. The billing specialist will get back to you through the ticket

Thank you