Facing challenges trying to make payment - Troubleshooting

Your payment keeps failing, gets declined, or the checkout page freezes before you’re charged. Try these fixes first — they resolve the majority of checkout problems.

Try these steps first

1. Refresh the page and try again. A slow or interrupted internet connection is the most common cause of a checkout page freezing or erroring.

2. Try a different browser, or switch between the ALX website and app if both are available to you.

3. Check your balance covers the fee plus charges. Mobile money and card providers often add a small transaction fee on top of the course fee — make sure your balance covers both.

4. Ask your bank about international transactions. Banks frequently block international or e-commerce transactions by default. This is the single most common reason a card with sufficient funds still gets declined. Ask your bank to enable them, then retry.

5. If one plan duration keeps failing, try another. If the 1-month plan errors at checkout but a 3-month option is available, switching is a reasonable short-term workaround — and please still report which plan failed so it gets fixed for other learners.

6. Try an alternative payment method for your country (see the article “Which payment methods can I use in my country?”). If one method keeps failing, another supported method will often go through immediately.

7. Still stuck? Raise a ticket with a screenshot of the error message, the payment method you tried, and the exact time you attempted the payment.