I paid to the wrong email address

This is one of the most common reasons a payment seems to “disappear” even though the money was clearly taken. A payment made while logged into a different account — or using a different email address than the one on your ALX profile — won’t automatically link to your enrolled account.

1. Don’t pay again. Your money isn’t lost — the payment just needs to be linked to the right account.

2. Raise a ticket with both email addresses: the one you paid under and the one your ALX profile uses.

3. Include your transaction reference and the amount so Support can locate the payment and link it to the correct account.