FAQ

  • I have entered my credit card details but my payment will not go through, it says transaction denied.

    This can happen for many reasons but the main one is that your bank may be blocking international payments on your card, as we are based in Spain. 

    This is a normal bank procedure.

    You need to contact your bank and get them to approve this payment. Another option is to enter a different credit card number.

    Once you do the above steps, you can try making the purchase again.
  • How do I update my credit card details?

    You can update your current credit card that is on file with us by clicking on the top right hand corner of this web page where your name is located.

    From the drop down, select "My Account"

    Go to the "Billing" section on the left.

    Under "Your Credit Card", click on the green "Add Card" button on the right.

    Enter your new credit card details and press OK. Your credit card will now be updated and any future payments will now use this new card.
  • How do I access the MyExcelOnline Forum?

    Your course login is different from your Forum login.

    To access the Forum you will need to click on the top menu bar and select "Forum".

    Then you need to create an account with any email & password.

    We will approve your application and you will get access to the forum.
  • I have completed all the lessons, but it is not showing as completed.

    Please make sure to click the green "COMPLETE & CONTINUE" button which is located at the bottom of each video tutorial.

    You will also need to do this for the "Download Workbooks" tutorials which are located at the start of each module.
  • The video tutorials inside the Academy won't load

    1. Clear your cache, cookies and browser history, then restart the browser.

    2. Please make sure you are running the most up to date version of your browser.

    3. Try on a different browser (Chrome, Firefox, Edge, Safari, IE, Opera, etc). Sometimes it can be browser specific. We do recommend Chrome over Internet Explorer.

    4. Try in a private window in your browser of choice (e.g. Chrome's Incognito mode, or Firefox's Private Window). This opens a fresh browser window without any extensions or settings blocking your content.

    5. Try on a different device or computer (mobile phone, tablet, PC/Mac laptop/desktop, etc.). Sometimes a certain device has trouble with a content type. This is rare but could be a problem. 6. Try restarting your device.
  • I cannot find the Assessment section. Is it available in my course dashboard?

    You will need to complete 100% for the courses for the Assessment section to appear.

    For example, to show the Intermediate assessment, you will have to complete 100% the following modules:

    - Formulas

    - Pivot Tables

    - Macros & VBA

    - Data & Analysis

    - Charts 
  • How do I cancel my subscription?

    You can cancel your monthly membership to the MyExcelOnline Academy by clicking on the top right hand corner of this web page where your name is located.

    From the drop down, select "My Account"

    Go to the "Billing" section on the left.

    Click on the "Cancel" button under the "Subscriptions".