What are some of the most common problems users face and how to resolve them?

There can be a variety of issues that can be faced by your users. However, most are basic in nature such as how to reset the password, don't remember my email ID etc. So to help you with some of the most commonly asked questions, here's a repository of a few questions and their answers that you can use as part of FAQs on your site.

Covered in this article:

• I want to change my profile information such as billing address, email ID and contact number etc.
• I am not able to login to the site
• I don’t remember my password/ I don't know my password. How do I reset it?
• My payment was declined. I have balance in my account.
• My payment failed but the amount was deducted from my account.
• I bought the course but can't view it.
• I made the payment, the amount was deducted from my bank account. But the course was not assigned to me
• I cant access the course anymore. Can I get access to it again?
• I need a copy of the receipt of my purchase order

I want to change my profile information such as billing address, email ID and contact number etc.

Login to your account, click on the ‘Person Icon’ on the top right corner of the website page and click on Profile. Here you can change all the details of your profile.

I am not able to login to the site

To login to the site, click on the login button on the top right of the page and access the login page by entering your email ID and password. Now enter the email ID used to sign up on the site and enter the password. For security purposes, we do not store the password. In case you have forgotten the password, please click on Forgot Password and enter your Email id used to sign up on the website. You will receive an email link in your email to reset the password. Click on the link and you will be able to reset your password.

I don’t remember my password/ I don't know my password. How do I reset it?

For security purposes, we do not store passwords. You do have the option to reset your password. Simply click on the Login button and click on Forgot Password. Once done, enter your Email id used to sign up on the website. You will receive an email link in your email to reset the password. Click on the link and reset your password.

My payment was declined. I have balance in my account.

We regret that this happened. Not really an experience we want our users to have. Did you get a confirmation from the bank/financial institution about the payment status. The payment could have been declined due to incorrect OTP being entered, a security measure by your financial institution, lack of steady internet connection or low bandwidth. In case the payment has been declined and you have a confirmation of the same.

Please try making the payment again and check. In case the payment gets declined again, please check with your bank/financial institution for the reason of decline.

My payment failed but the amount was deducted from my account.

We use the best payment gateways to ensure our customers don't face such issues. However, sometimes, payment transactions can fail and the amount may be deducted from your account. This generally happens when the payment has not been confirmed by the payment gateway possibly due to unstable internet connection. In such cases, generally the payment is automatically transferred back into your account within the next 24 - 48 hours. However, it may take upto 7 days for refunds. In case you are facing this issue, please contact us immediately at XXXX@yourdomainurl.com and we shall look into it. If the payment has been received at our end, we would be able to assign the content to you. Please make sure to share the below listed details that will help us track the payment:

• Account ID/ Email ID for your account on our site
• Payment amount
• Proof of payment confirmation. 
• Time of payment

In case the payment has not been received at our end and the amount was deducted, we would request you to check with your financial institution for the refunds. In the meantime, should you wish, you can try to make the payment again. 

 I bought the course but can't view it.

This should not happen ideally. The moment the payment is confirmed on the website, the course is assigned immediately. Please check the following to ensure:

• Are you logged in to the site?
• Did you get a payment confirmation from your financial institution/bank?
• Did you check in your account dashboard if the course has been assigned?

To access the account dashboard, login to your site. On the page top right section, you can click on the Person Icon and select - dashboard. If you see a course listed under my courses you will be able to view them. In case the course is not listed here, please reach out to us with the below listed details at XXXXXX@XXXXXX.com and we will be glad to look into it:

• Email ID used to sign up on our site
• Payment method used for the payment. 
• Proof of Payment if applicable/available.

I made the payment, the amount was deducted from my bank account. But the course was not assigned to me

We sincerely regret this. Not really an experience we want our learners to have. Ideally when the transaction is completed and the payment hits our systems, the course is assigned automatically. If the course has not been assigned, it could be due to the payment not being transferred by the payment gateway. Please get in touch with us at the earliest with the below listed details for us to check our systems:

• Email ID used to sign up on our site
• Payment method used for the payment. 
• Payment Confirmation/ Proof of Payment.

I cant access the course anymore. Can I get access to it again?

Some of our courses may have an expiry date to them. We do this to ensure that our learners are indeed following the program set in place. In case you have not been able to complete the course in due time, please contact us with the below listed details and we will be glad to help:

• Email ID
• Course Name

I need a copy of the receipt of my purchase order

Log in to our site. Access your dashboard and under the ‘Person Icon’, select orders. All purchases made through our site will be available here. You can download the invoices from here.

Important consideration:

UPI Payments can take up to 24 hours to clear. In case you have not received a clear confirmation of the payment going through, we would request you to check with your Bank/financial institution. As the receiver of the payment, we would only get to know once the payment has been received at our end.