Fix payment and enrollment issues

In this article: How to resolve common payment and enrollment problems, including declined payments, missing course access after paying, unexpected charges, and coupon codes that are not working.

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Payment and enrollment issues can be stressful, especially when you are eager to start your course. The good news: most of these problems have straightforward fixes. Start with the section that matches your situation.

Your payment was declined

A declined payment usually comes from your bank or card company, not from Ruzuku. Here is how to sort it out:

1. Check that your card details are correct. Card number, expiration date, and billing zip code all need to match exactly what your bank has on file. Even a small typo will cause a decline.
2. Make sure your card has not expired. Check the expiration date printed on the front of your card.
3. Confirm you have enough funds (or available credit) to cover the purchase.
4. Try a different card. If you have another credit or debit card, try that one instead. This is the fastest way to rule out a card-specific issue.
5. Contact your bank. Some banks automatically block online purchases they do not recognize, especially international transactions or first-time purchases from a new merchant. Call the number on the back of your card and let them know you are trying to make a legitimate purchase. Then try the payment again.

6. Try a different payment method. If the course offers PayPal as an option, try that instead of a credit card (or the other way around). You will see the available payment methods on the checkout page.

You paid but cannot find your course

You completed the payment, you see the charge on your card, but when you log into Ruzuku your course is not there. This is usually an email mismatch.

1. Check that you are logged into the right account. Go to courses.ruzuku.com and log in with the email address you used during checkout. This needs to be the exact same email. If you used a different email to pay than the one on your Ruzuku account, your enrollment may be under a separate account.
2. Look for a welcome email. After a successful payment, you should receive a welcome or confirmation email from Ruzuku or from your instructor. Search your inbox (and your spam/junk folder) for "ruzuku" or the course name. The email will have a link to access your course.
3. Give it a few minutes. In rare cases, enrollment processing takes a couple of minutes. Wait 5 minutes, refresh the page, and check again.
4. Check your payment confirmation. Look at the confirmation email or receipt from your payment. Does it show the correct email address? If it shows a different email than the one you use to log into Ruzuku, that is the issue.

If you have confirmed your email is correct and you still cannot see the course after 15 minutes, contact your instructor. They can verify your enrollment on their end and add you manually if needed. You can also email support@ruzuku.com with your name, the email you used to pay, and the course name.

You were charged twice

Seeing two charges can be alarming. Here is what to check:

1. Look at your bank statement carefully. One of the charges may be a temporary hold (also called a "pending" or "authorization" charge). Banks often place a hold when you first submit a payment, then replace it with the actual charge. The hold usually disappears within 1-5 business days.
2. Check whether you clicked the pay button more than once. If the page was slow to respond and you clicked again, it is possible two payments went through. This is uncommon, but it can happen.
3. Check whether you signed up for a payment plan. Some courses offer payment plans (for example, 3 monthly payments of $99). If you chose a payment plan, you will see a charge for each installment, not the full price.

If you confirm that you were genuinely charged twice for the same purchase, contact your instructor first. They have access to payment records and can issue a refund for the duplicate charge. You can also email support@ruzuku.com with the details.

Your coupon code is not working

If you have a coupon or discount code and it is not being accepted at checkout:

1. Check the spelling. Coupon codes are case-sensitive. Type it exactly as it was given to you, including any capital letters, numbers, or hyphens. Copy and paste the code if you can, to avoid typos.
2. Check for extra spaces. If you copied the code from an email or message, an invisible space may have been included before or after the code. Delete the code from the field, then retype it carefully (or paste it and remove any spaces at the beginning and end).
3. Check the expiration. Some coupons are only valid for a limited time. If your instructor mentioned an expiration date, make sure it has not passed.
4. Make sure it applies to your course. Coupons are tied to a specific course (or set of courses). A code meant for one course will not work on a different course.
5. Check the price point. Some coupons apply only to a specific price option. If the course has multiple pricing options (for example, a one-time payment and a monthly plan), the coupon may only work with one of them.

If the code still does not work after checking all of the above, contact the instructor who gave you the code. They can verify whether the coupon is still active and what it applies to. They may also be able to send you an updated code or enroll you directly at the discounted price.

You want a refund

Refund policies are set by each instructor, not by Ruzuku. Here is what to do:

1. Check the course sales page or your purchase confirmation email for the instructor's refund policy.
2. Contact your instructor directly. Let them know you would like a refund and the reason. Most instructors handle refund requests quickly.
3. If you cannot reach your instructor, email support@ruzuku.com with your name, the course name, and the email you used to enroll. The Ruzuku team can help connect you with the instructor.

The checkout page will not load

If you click a payment link or "Enroll" button and the checkout page does not appear:

1. Refresh the page. Press F5 (Windows) or Cmd+R (Mac).
2. Check your internet connection by loading another website.
3. Disable your ad blocker. Ad blockers and privacy extensions sometimes block payment forms. Turn them off for the course site and try again.
4. Try a different browser. Chrome, Safari, Firefox, and Edge all work with Ruzuku.
5. Clear your browser cache. Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac), clear cached files, and reload.

If the page still will not load, the issue may be on the instructor's end (for example, payment processing might not be set up yet). Contact your instructor or email support@ruzuku.com.

If none of these fixes work

If your payment or enrollment issue is not covered here, or the steps above did not help:

1. Email support@ruzuku.com and include:
   • Your name and the email address you used for the purchase
   • The course name
   • What happened (include any error messages you saw)
   • A screenshot of the error or your bank statement showing the charge, if relevant

The support team typically responds within a few hours on weekdays (Monday through Friday, 10 AM to 6 PM Eastern).

Frequently Asked Questions