Troubleshooting

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Payment Issues

If you’re having trouble with an error while attempting to make a payment, you can try these troubleshooting steps outlined below.

Common Reasons for Failed Card Payments
Incorrectly entered information: please ensure you enter the first and last name of the card account holder, exactly as it appears on the card, and that you enter it in the Name on Card field. 
 
Incorrect CVC: please ensure you’re only entering numbers and that the code is correct, as listed on the back of your card.
 
Incorrect postal code or code is not applicable: if your payment failure states it is due to a zip code or postal code error, please contact your bank to ensure they have the right one on file. If zip codes aren’t applicable in your country, however, and you still see a zip code field, please try entering all zeros (00000). 
 
Outdated saved payment method: if you’re encountering issues while trying to purchase with a saved payment method, try deleting it and re-adding it to ensure the details are correct and up to date. You can also add a new card. 
 
Using a debit card not authorized for international purchases: JJX is based in the United States, and debit cards in many countries do not allow foreign transactions. If you do not see a local payment option when checking out on JJX, call your bank to ensure your card is authorized for international purchases. 
 
Issuing country for the card is different from country of residence: if the issuing country for your card is different from your country of residence, your card might not be approved. You can try another payment method we approve, or contact your bank for help. 
 
Attempting payments while using a VPN: multiple IP addresses can result in authorization problems and failed transactions. We advise that you refrain from using a virtual private network (VPN) while making a purchase on JJX. 
 
Too many payment attempts have been made in the last 24 hours: some cards have usage limitations, and will automatically block payment attempts after a certain threshold has been reached. Try contacting your bank or using a different payment method. 
 
Browser isn’t working correctly due to caching issues: if you’re seeing a notification that your card number looks invalid or icons aren’t showing up, there may be a caching issue. Please clear your browser’s cache and try again. 
 
Still stuck? Your bank should have more information
Some of the most common reasons bank decline payments include insufficient funds, card purchase limitations, and card security policies among other issues. We recommend contacting your financial institution directly to help solve the payment issue. If they will give you the green light and you’ll still continue to have payment issues, please contact our team by submitting a support ticket through this link here

Course Issues

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 

  1. 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.
  2. 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).
  3. 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.
  4. 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! 

Please submit a bug report ticket via this link here.

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. 

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