Help centre
Answers, and a way to reach a person
Search the common questions below. If your situation is not here, our support desk replies within one working day.
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Courses
Account & billing
Tutoring
Guide
Help centre: accounts, access, payments and study problems
The issues students write to us about, grouped by what actually causes them, with the fix you can apply yourself before contacting support.
Last reviewed by the Jenedu editorial team.
Account and sign-in
- Verification email not arriving. Check Spam and Promotions, then search your inbox for the sender. If nothing arrives within fifteen minutes, request it once more — repeated requests slow delivery rather than speeding it up.
- Signed up with Google, now cannot sign in with a password. Use the same button you used originally. Creating a password for an account made through Google requires the password reset flow.
- Password reset link expired. Links are short-lived on purpose. Request a fresh one and open it immediately, in the same browser.
Course and content access
- Bought a course but cannot open it. Sign out and back in once; entitlements are attached to your account, not the device. If it still does not appear, check your billing dashboard to confirm the payment shows as completed.
- Progress not saving. Progress saves to your account, so it needs you to be signed in. Private browsing windows discard the session when closed.
- A page asks for login unexpectedly. Detail pages for courses and career roadmaps require an account. Listings, notes and articles do not.
Tutoring bookings
- Need to change a slot. Reschedule from the dashboard rather than cancelling and rebooking; that keeps the session history intact.
- Tutor did not join. Report it from the booking. Sessions missed on our side are rescheduled or refunded.
- Times look wrong. Every slot is displayed in Pakistan Standard Time.
Payments
- Card declined. International transactions are blocked by default on many Pakistani cards; enabling them in your banking app resolves most failures.
- Charged but no access. Wait two minutes for the confirmation to process, then check the billing dashboard. If the transaction is listed and access is missing, contact us with the transaction reference.
- Need an invoice. Every transaction row in your billing dashboard has an invoice link.
Study problems, which are not support tickets but still get answered
If you are stuck on what to study rather than how the site works, use the free guidance request instead of support. It goes to someone who can actually look at your marks and your timetable.