I paid but I don't have access

First, check one thing

Are you logged in to the same account you bought with?

This is the cause of the vast majority of "I paid and have no access" requests. If you bought while logged in, access is tied to that account. If you bought without an account, access is tied to the email address you gave when paying. If you bought with a work address but log in with a personal one, the course will be invisible even though the money went through.

Find the purchase confirmation in your inbox and see which address it was sent to. Log in with that one. Nine times out of ten that solves it.

The payment went through and the confirmation arrived, but there's still no course

Check in this order:

1. Are you in the right academy? A course bought from one trainer won't appear in another's. The academy switcher is at the top of the sidebar.
2. Did you buy as a guest, without an account? In that case an account was created automatically for the address used for the purchase, and the email "You have access to…" contains a login link. If the link has expired, use "Forgot your password?" with the same address. An ebook or file bought as a guest appears in My library the first time you log in with that address.
3. Has a minute passed? Confirming the payment and granting access are two separate things. They usually happen within seconds, but when the payment operator is busy it can take a moment. Refresh the page.

If all three are fine, it's one for us. Skip to the end of this article.

My card was declined

Payments are handled by Stripe, and it is the bank that issued the card that decides to decline, not us. We can't see the reason for the refusal, only that it was refused.

The most common causes, in order:

• The bank blocks foreign or online payments. Common with the first transaction on a new site. Call your bank or allow online payments in your banking app.
• Insufficient funds or the daily online transaction limit has been exceeded.
• A typo in the card number, expiry date or CVC.
• The card requires confirmation in your banking app, and the window was closed or timed out.

The simplest workaround: pay with BLIK or Przelewy24, if the academy offers them. These methods aren't available for recurring payments.

I paid twice

This happens when the first attempt looked like it failed and someone clicks again. Check in your banking app whether both charges are settled or whether one is just a hold on funds. A hold from a failed attempt disappears on its own, usually within a few working days, with no action needed from you.

If both are settled, write to us. The payment goes directly to the seller, so the seller makes the refund. We will confirm the double charge and ask the seller to refund the extra payment.

I want a refund

The seller of the course is the trainer or company running the academy, not Cohorta. We provide the platform and handle the technical side of payments.

This means you ask the seller for a refund, on the terms set out in their terms of service. You will find their details in the terms on the product page or on the payment confirmation. If you can't get in touch with them, write to us and we will help you make contact.

I didn't get an invoice

Invoices are issued by the seller, not by Cohorta. If you ticked "I want a VAT invoice" when buying and the academy uses Fakturownia, the invoice arrives by email automatically. Some academies issue invoices manually, on request.

If you need a company invoice but didn't give a tax ID when buying, write to the seller with your full invoice details and tax ID. Ideally do it in the same month as the purchase.

When to write to us

Write to support@cohorta.pl when:

• money has left your account and there is no access, despite checking everything above,
• you have two settled charges for the same purchase,
• you can't reach the seller.

Be sure to include: the email address used for the purchase, the date and time of payment, the amount and the course name. Without these we can't identify the transaction. Don't send us your full card number; we never need it and don't want to see it.