My payment isn’t reflecting on my dashboard

This is the single most common payment question our Support team receives — and in most cases nothing is actually wrong. Work through the steps below in order before raising a ticket.

Step-by-step

1. Wait a short window before checking again. Reflection isn’t instant. Refreshing your dashboard seconds after paying is the most common reason learners think something is wrong when nothing is. Most payments reflect within a few hours; bank transfers can take longer.

2. Log out completely and log back in (or refresh eHub / the Savanna portal). Dashboards can cache an old status — this alone resolves the issue for a lot of learners.

3. Locate your transaction reference or receipt. Every gateway gives you one — an MPESA code, a Paystack/Flutterwave reference, a Chapa/Telebirr code, a bank transfer reference, or a card statement entry. Keep it safe; you’ll need it if you contact Support.

4. Confirm you paid on the correct account and email address. A payment made while logged into a different account, or under a different email than your ALX profile, will not automatically link to your enrolled account. If this might be you, see the article “My payment went to the wrong programme or account”.

5. Check your bank or mobile money statement. Confirm the money actually left your account. If nothing was deducted, the payment didn’t go through — this is a checkout issue, not a reflection issue. See “I can’t complete my payment”.

6. Still not reflecting after a reasonable wait? Raise a ticket and choose “Payment Not Reflecting” as the issue type if it’s available. Include the details in the green box below — this is the single biggest way to speed up your resolution.