Symptoms
An order of a customer that belongs to some reseller hangs in the "Checking Provisioning Conditions" status. When clicking the "Check Reseller Balance" button on the order's "General" tab, a message is shown:
Reseller balance is insufficient.
Cause
Reseller has an insufficient balance to allow his customers purchasing services through this reseller's account. Every time when a reseller's customers purchase services, the reseller's available balance is decreased. When the reseller has no credit limit and his balance is zero or negative, his customers' orders would be suspended until the balance is replenished.
Resolution
It is required to top-up the reseller's balance by creating a Payment or Credit Memo document.
To prevent suspension of the reseller's sales you can configure a credit limit for the reseller's account using the steps described in the Changing Reseller Credit Limit section of the "Getting Started with Resellers" guide.
Also, it is possible to set up an automatic balance top-up so it could be replenished automatically every time when it falls below the set credit limit. Refer to the Configuring Balance Auto-Replenishment page to learn how to configure such an option for the desired reseller's account.
See also
There also can be a situation when clicking the button "Check Reseller Balance", one gets an error message:
Table Tariff Period doesn't contain row with id XXX
Address the article "Table Tariff Period doesn't contain row with id id" to check how to resolve this issue.
Important
It is possible to get a situation when a top-up payment is created for a reseller but stays not released despite the successful change. This also may lead to the error in the subject. Among other, one of the possible reasons for such behaviour is a deadlock that occurrs when a customer's order is provisioned along with its reseller's payment. A message regarding a deadlock can be found in the billing.scheduler.log:
Code: 1000. ERROR: deadlock detected
This is a symptom of a bug PBA-86520. No specific workaround is required, the payment can be processed by clicking the Charge Credit Card button on its General tab. Contact the Technical Account Manager or Pooled Technical Associate Team at pta@odin.com to clarify its status.