If you’re having trouble making a payment or your transaction was declined, try the steps below to resolve common issues.

1

Check Your Payment Method

  • Ensure your credit/debit card is valid and has sufficient funds

  • If using a school purchase order, confirm it has been processed correctly.

  • Try using a different card or payment method.

2

Verify Your Card Details

  • Double-check your card number, expiration date, and CVC code.

  • Ensure your billing address matches the one linked to your card.

3

Contact Your Bank

Sometimes, payments are blocked by your bank for security reasons.

  • Check for any fraud protection alerts or temporary holds.

  • Call your bank to authorise the transaction and try again.

4

Try a Different Browser or Device

  • If the payment page isn’t loading, try switching browsers (Chrome, Edge, Firefox).

  • Disable any browser extensions that might interfere with Stripe.

5

Look for Payment Errors

  • Stripe (our payment provider) may decline payments due to security checks or insufficient funds.

  • Wait a few minutes and try processing the payment again.

6

Check for Duplicate Charges

  • If you see multiple charges, only one may be successful.

  • Refunds for duplicate transactions are processed within 5–10 business days.

​
Still Having Issues?

If your payment continues to fail, contact our support team with the following details:

  • Your email address and account name

  • The payment method used (credit card, school invoice, etc.)

  • Any error messages displayed during checkout