For every ticket you raise: the fast way to contact Support

Whatever your payment issue, tickets that include specifics get resolved dramatically faster than tickets that just say “payment issue.” Before you submit any payment ticket:

1. Choose the most specific issue type available (“Payment Not Reflecting”, “Refund Request”, “Unable to Make Payment”) rather than a generic “Payment Issue”. This alone speeds up how quickly your ticket reaches the right resolution.

2. Include your transaction reference / ID, the exact amount, and the date and time of payment.

3. Say which payment method and gateway you used (e.g. MPESA via Paystack, Chapa/Telebirr, card via Stripe).

4. Attach a screenshot of any error message, paywall screen, or confirmation message.

5. Mention your programme and cohort.

6. If it’s urgent — say so. If you’re locked out during an active cohort, put it in the subject line: “Urgent — blocked from live session despite payment.” Access issues during an active cohort are treated as high priority.

7. Already have a ticket open? Don’t raise a duplicate. A new ticket for the same issue splits your case history and slows things down. Reply on your existing ticket with any new information instead, so everything stays on one thread.