FAQ Page

If you've incurred an error while attempting to make a payment, this article explains how to solve common reasons for payment issues. If you encountered a payment error message which told you to contact support directly, however, please click here. Otherwise, please try the troubleshooting steps outlined below.
If you’re encountering issues with one payment method, please note we support several different payment methods that you can try. For information regarding how tutorgram courses are priced, or what to do if you see a different price, please click here.
If you purchased a course at tutorgram.com but are unable to find it in your account, click here. If you purchased a course on the tutorgram mobile app but can't locate it in your account, then please review this article.
Incorrect CVC code: please ensure you’re only entering numbers and that the code is correct, as listed on the back of the 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Outdated saved payment method: if you’re encountering issues while trying to purchase with a saved payment method, try deleting it and re-adding it to ensure the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: tutorgram 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 tutorgram, call your bank to ensure your card is authorized for international purchases. Please note that tutorgram is not able to remove these restrictions.
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. Try another payment method we offer, or contact your bank.
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 tutorgram.
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.
Using a Rocketmail email address for your account: payment attempts from tutorgram accounts with Rocketmail addresses will not be accepted by our system. Please try changing your email address to a non-Rocketmail domain.
Browser isn’t working correctly due to caching issues: if you’re seeing a notification 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 banks decline payments include insufficient funds, card purchase limitations, and card security policies, among other issues. Since tutorgram does not have detailed insights into why a payment is declined, we recommend contacting your financial institution directly to help solve the payment issue.
It’s important to let your bank know that you would like to make a payment on tutorgram.com and that tutorgram is a company based in the United States.

Course purchases can be refunded within 30 days after the purchase. Below are answers to some of the most common questions we receive regarding refunds, and how long the process takes.
For more information on our refund policy please click here. Steps on how to make a refund request, can be viewed here.
Where can I see the status of my refund?
You can see the status of your refund in the Refunds section of your Purchase History page. In the Refund Status column you can see the date your refund request was submitted or when it was processed.
The amount of your refund and the payment type it was refunded to is also included.
When will I receive my refund?
Refund requests are submitted immediately to your payment processor or financial institution after tutorgram has received and processed your request. It may take 5 to 10 business days or longer to post the funds in your account, depending on your financial institution or location.
If you requested a refund within 24 hours of purchasing the course, however, it may be processed as a purchase reversal (please see below for more information).
I requested a refund more than 10 business days ago, but I still do not see it in my bank account. Where is my refund?
As noted above, it may take 5 to 10 business days to post the funds in your account after tutorgram has processed your refund request, depending on your financial institution or location. Some refunds, however, may not post to your account for up to 30 days. If it has been more than 10 business days since the refund was processed by tutorgram, please contact your bank directly to inquire about the status of the refund. If the bank does not see the refund in their records, please contact our support team.
It has been more than 30 days since I requested my refund but I haven’t received it yet. What do I do now?
If it has been more than 30 days since you requested a refund, and you still haven’t received it, then please contact our support team.
What is the difference between a refund and a purchase reversal?
If you paid with a credit or debit card, most refunds that are processed within 24 hours of a purchase are processed as reversals. What this means is that the original charge will be removed from your bank or credit card statement, usually within 5 business days. If it is a reversal, then you will not see the refunds credited back to your account, since they were never withdrawn.
What is a “credit refund”?
In cases where a transaction is not eligible for a refund to your original payment method, the refund will be granted using tutorgram Credits, provided it meets our refund policy. For more information on which types of transactions are only eligible for credit refunds, please click here.
Alternatively, if your transaction is eligible for a refund to your original payment method, you can choose to receive tutorgram Credits as your refund method instead. The credits will be added to your account immediately after your refund is processed, so that you can use them towards your next purchase.
Additional information on tutorgram Credits and how they work is available in this article.

How do I redeem a coupon or gift code for a course?
Coupon and gift codes can be redeemed at tutorgram.net Currently, however, coupon and gift codes are not supported on our mobile app. If you have a coupon or gift code for a course that you would like to redeem, you can quickly do so in the shopping cart.
Why do I see “sorry, this course is not included in this promotion”when I try to enter the coupon code?
Since tutorgram courses are created and managed by the instructors themselves, they determine whether their courses are going to be included in our promotions and sales. So, if you see this notice, it means the coupon code you’ve received cannot be redeemed for that course. Most instructors, however, are enrolled in tutorgram promotions. So you’ll very likely be able to redeem the coupon code for a similar course. For tips on how to search for courses on tutorgram, please click here. In addition, please note that tutorgram promotions can vary in length and scope, and not all sales apply to our entire marketplace.
What’s the difference between a Tutorgram coupon code and an Instructor’s coupon? How can I tell?
Since tutorgram courses are created and managed by the instructors themselves, they can also create coupon codes for their courses if they wish. These coupons can be redeemed the same way as outlined above, at tutorgram.com. Generally speaking, instructors forward coupons they’ve created to their students in promotional announcements from their courses, which often include a personalized message from them. In addition, many instructors also run their own promotions separately from tutorgram, via their own social media channels and ad campaigns.
Why can’t I enter coupon codes on the Tutorgram mobile app?
The tutorgram mobile app features the payment systems for Google Play (Android) and the Apple App Store (iOS), and as a result, there is currently no way to redeem a tutorgram coupon on those platforms. Instructions on how to enter coupon or gift codes at tutorgram.com are posted above
. I recently purchased a course but now I have a coupon code that will discount the course price to lower than what I paid. What can I do?
We will honor the best price available for any courses purchased up to 30 days after the initial purchase date. Please contact our support team with the exact title of the course and the coupon code you have, so we can process the price adjustment.