Troubleshooting Purchase Issues

This article reviews basic troubleshooting steps for users who are experiencing issues purchasing a Teachable course.

My payment is failing/not going through.

There are several reasons why a payment might fail—including insufficient funds, an expired card, incorrect card number entered, or an unspecified decline directly from one’s financial institution.

On the checkout page, be sure to fill out all fields, including account information and payment details. If any field is not filled out, the enroll button will not be clickable and you will not be able to complete the purchase.

Payments can also fail if there is a mismatch error for your postal code or CVC code, so be sure that your card details and billing address are correct.

When payments fail, we recommend trying an alternate payment method, or contacting your bank to understand why the charge might be failing. Additionally troubleshooting steps for failed payments are available in our Knowledge Base article here.

I am being charged a higher amount than the course was listed for.

If you are located within the EU, your purchase might have an added EU VAT tax. Depending on the school settings, the EU VAT tax can be displayed on the sales page, but in other cases won’t be added until you reach the checkout page. Your VAT rate is determined by your location.

If applicable, you can click Add VAT ID on the checkout page to input your VAT ID number, which will in turn remove the VAT charge from your order total.

I added a new credit/debit card to my profile but my old card is still being charged.

Users can add new cards to their profiles by clicking their profile icon in the top right corner and then Add/Change Credit Card.

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For users that are not connected to myTeachable, you will see a screen that looks like the image below. To ensure your old card will no longer be billed, you can first remove the old card from your profile by clicking the Remove card button, and then add a new card.

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For users that are connected to myTeachable, you will instead be brought to your myTeachable Billing page. You can add a new card to your profile by clicking the Add a New Card button.

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CAUTION: It is important to then click the arrow next to any schools listed in the Schools I’m Enrolled in section, and to select the new card you added as your default card moving forward. If you skip this step, your old card will continue to be billed.

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For more information on editing your profile and billing information, please see our Knowledge Base article here.

My payments are failing and I do not want to lose course access.

If your credit or debit card fails for a monthly or annual recurring payment (e.g. subscription or payment plans), then payment for will be re-tried an additional three times (for a total of four charge attempts) on the 3rd, 7th, and 14th day after the first attempt. Weekly payments will be re-tried an additional two times on the 3rd and 7th day after the first attempt.

When any payment attempt fails, you should receive an automatic email notification as long as you are opted-in to receive emails from that school.

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You can click the link in the email notification to update your billing information. Alternatively, you can update your billing information at any time by following this Knowledge Base guide.

It’s recommended to update your billing information as soon as the first payment fails. If the final attempt fails, you will be automatically unenrolled from the course—there is no way to delay or change this process.

If you are unenrolled from the course, you can repurchase the course. We also recommend contacting the school owner in case you have questions about your payment options moving forward.

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