If you’re having trouble with an error while attempting to make a payment, you can try these troubleshooting steps outlined below.
If you’ve bought a course and it’s not showing up in the ‘Enrolled courses’ section of your JJX account, this article explains the most common reasons for this, and how you can find your course.
Confirm you received a confirmation email for the course purchase
- After enrolling in a course, check to see that you’ve received a confirmation email from Jiu Jitsu X. A confirmation email from info@jiujitsuX.com will be sent to the email address registered to your Jiu Jitsu X account. Be sure to also check your junk mail folder.
- If you don’t see a confirmation email in that email account, this could indicate you purchased the course while logged into Jiu Jitsu X with a different email address (or with an account that was created with an accidental typo: see below for more information).
- See if you have multiple accounts registered with JJX: occasionally customers create more than one JJX account by mistake. If you use multiple email accounts try logging in with the associated email addresses. Check to see if the course you purchased is in that account.
- If you discover that you have created a second JJX account by accident, and would like to merge the two accounts, please review our rules and instructions on how to merge accounts.
If you didn’t receive a confirmation email in your email accounts, and it’s not in your spam folders, this could indicate the purchase did not go through.
Check your banking information
Confirm that the course was in fact purchased by double checking the payment history in your banking or PayPal account.
If the purchase is showing in your financial information, but you have not been able to locate the course following the steps outlined above, you may have entered your email address incorrectly when you first signed up for JJX. As a result, our system would attempt sending the confirmation email to that address, instead of the correct one.
If you believe this may have happened, please contact our Support Team and provide the information that’s requested in the form.
If you’re having trouble finding any of your courses purchased before August 16th 2021, and the above listed troubleshooting steps are not helpful – please open a support ticket via this link here.
Make sure to include a screenshot of your payment confirmation, and specify which course is missing. Our support team will be in touch with you within 24h after you submit the ticket.
If you have an active Keenan Online membership you purchased through www.keenanonline.com, then your account was transferred over to JJX. You received a “Welcome to Jiu Jitsu X” email with your JJX login details.
If you can’t find that email (make sure to check spam folder), and need help getting into your JJX account please contact us by opening a support ticket via this link here.
Our support team will be in touch within 24h after you submit the ticket, and they will help you log in to KO-JJX.
You Found a Bug on the Site
If you found a bug on the site, we will heavily appreciate you letting us know – so that we can squash it ASAP!
Once you submit your ticket, our customer service representatives will get back to you within 24h!
Log In Issues
If you’re having trouble receiving the password reset link, double-check if it’s in your spam folder. If it’s not in there, please contact us via this support ticket right here.
Our support team will be in touch with you with a manually reset password within 12h of you submitting the ticket.