GMAT and EA Prep - Purchase and Payment Issues

Overview

This article provides troubleshooting steps for common purchase and payment issues related to GMAT and EA prep products.

Topics include:

• Purchase confirmations and receipts 
• Payment declines 
• Incomplete purchases 
• Orders that do not appear in your account 
• Duplicate charges 
• Refund requests 
• Payment verification issues

If you need help accessing an already-purchased product, see Accessing Your GMAT or EA Prep Products.

How Are Prep Product Purchases Processed?

The payment provider depends on how the product was purchased:

Your receipt and payment confirmation will be provided by the applicable payment provider.

I Did Not Receive a Confirmation Email or Receipt

After purchasing Official Practice materials, you should receive a confirmation email and receipt.

The sender depends on how the purchase was made:

If you do not receive a confirmation email or receipt:

• Check your spam, junk, and promotions folders.
• Verify the email address associated with your mba.com account.
• Confirm that the purchase was successfully completed.
• Allow a short period of time for the email to arrive.

If the product appears in your account, you can still access and use it even if you did not receive the confirmation email.

How Do I Get a Copy of My Receipt?

For purchases made through mba.com/store, you can retrieve your receipt through Verifone.

1. Go to Verifone MyAccount.
2. Sign up or log in using the email address used for the purchase.
3. Once logged in, locate your order.
4. Select View Invoice or Download Receipt.

My Payment Was Declined

A payment may be declined for several reasons, including:

• Insufficient funds
• Incorrect billing information
• Card issuer restrictions
• Fraud-prevention or security controls

If your payment is declined:

1. Verify that your billing address and payment information are entered correctly.
2. Try a different payment method.
3. Contact your bank or card issuer to determine whether the transaction was blocked.
4. Attempt the purchase again after any issues have been resolved.

My Purchase Did Not Complete

If you experienced an error during checkout or closed the browser before receiving a confirmation message:

1. Check your email for a purchase confirmation.
2. Review your mba.com account to determine whether the product appears under Purchased Products.
3. Wait a short period of time and check again before attempting another purchase.

To avoid duplicate purchases, do not submit a second order unless you have confirmed that the original transaction was unsuccessful.

I Was Charged but Cannot Access My Product

If you received a charge but cannot locate your prep product:

1. Confirm that you are signed in to the correct mba.com account.
2. Allow additional processing time.
3. Review your purchase confirmation email.
4. Follow the steps in Accessing Your GMAT or EA Prep Products to locate and activate your product.

If the product still does not appear, contact GMAC Customer Care → and provide your order details.

I Think I Was Charged More Than Once

If you believe you were charged multiple times for the same purchase:

1. Compare the transaction dates and amounts on your payment statement.
2. Determine whether the charges are pending authorizations or completed transactions.
3. Allow several business days for pending transactions to settle.

If duplicate completed charges remain after processing is complete, contact GMAC Customer Care → and provide:

• The purchase date
• The amount charged
• Any available order numbers or receipts
• The last four digits of the payment method used

Can I Receive a Refund?

Prep products are digital products and are generally non-refundable.

Exceptions may be considered in limited circumstances, such as:

• A verified technical issue that prevents access to the product and cannot be resolved within a reasonable period of time
• A duplicate purchase of the same product that has not been activated or used

Refund requests are reviewed on a case-by-case basis and approval is not guaranteed.

Need help?

Please contact GMAC Customer Care →