Node market problems
Where to look and whom to ask for common node-market problems, including upstream issues in resale chains.
Where to look and whom to contact for common node-market problems. Start with your direct supplier or direct buyer, who checks upstream or involves the platform. Never pay an unknown upstream or borrow someone else's account.
Where to look, whom to ask
| What you see | Check first | What to do, whom to ask |
|---|---|---|
| No node market, or buttons missing | Current account, control plane and permissions; the address is /dashboard/sys/node-market | Ask your administrator about the entry and purchase, supply or site permissions; site users should not borrow admin accounts |
| Onboarding paid but cannot supply | The node-supplier row under seller-centre "Onboarding"; control-plane "Membership" | Send the status and order number to the platform; do not apply or pay again |
| Top-up button disabled | That supplier's state and reason under "Supplier balances" | Offline or no payment: the supplier; deposit or platform limits: the platform; never top up the wrong balance |
| Paid but no balance or subscription | The top-up, payment records, balance with that supplier, "Supplies & sites" | Note number, amount, time and message and ask the payee and platform; do not order again |
| Paused despite enough balance | "Subscription details → Usage & status → active actions"; the "Paused" tab | Read the reason, then check balance and debt with that supplier; offline nodes, limits, upstream actions and same-site pauses are separate |
| Only one site paused | "Same-site auto pause" under "Paused" | Fix the trigger; ask your direct supplier to coordinate with whoever can resume; check the site afterwards |
| All nodes overloaded or offline | Service state, nodes out of scheduling and offline notices in "Usage & status" | Contact your direct supplier; prepare and verify a replacement; do not assume it switched over |
| Supplier delisted the offer | Your subscription's state, paid until and usage | Delisting stops new sales only; keep checking your subscription, no need to buy again |
| Upstream fails in a resale chain | Your subscription's active actions, upstream flags and supply state | Contact whoever supplies you directly with your subscription ID, time and affected sites; they check upstream and involve the platform. This gives you no access to upstream accounts, refunds or disabling |
| You have balance but upstream is paused for balance | Your balance and the upstream flag on the page | If the page shows an upstream balance action, ask your direct supplier to check their upstream. Your balance cannot cover theirs; if unclear, report your own state, do not guess who owes, and do not pay unknown upstreams |
| Ended unexpectedly or still charged after cancelling | Subscription state, paid until, balance and orders | Keep records from before and after and ask the platform; do not delete sites or buy again |
| Usage statement looks wrong | Period, amount, usage and deadline in "Usage statements" | Click "Dispute" before the deadline with the exact difference and follow it under "Disputes"; do not confirm until checked |
What to include
Send in one go: the platform, your account or control-plane identity, offer or subscription ID, order numbers, time and time zone, affected sites, the steps you took and screenshots of messages.
Never send passwords, payment keys or private keys.
Principles
- Each level manages its own purchases, sales, balances and customers. A downstream paying you does not mean you paid upstream; your customers being fine does not mean the whole upstream chain is.
- Neither a green status nor your own balance alone proves the chain works; real requests do.
- When a result is unclear, check the original record first; do not pay, order or file the same ticket again.