Before you start
- Access to the parent account.
- The relevant child’s profile and the displayed offer summary.
Understand access statuses
The Kids trial lasts 7 days from the creation of each child profile, with no payment card; subscriptions are managed per child. The dashboard shows each profile’s status: trial, active access, discovery or renewal required. A payment for one child does not automatically activate the others.
After the trial, discovery access covers only the lessons the portal makes available; it is not the full learning path. Check the status and dates on the relevant card. The 30-day CRM trial is a different product with a separate account and terms.
Activate or renew the right profile
The payment page shows the current plans and prices. Use that summary to check the price: this guide does not fix promotions or rates.
- From the child’s card, select activation or renewal.
- Check the child’s name, plan, duration and amount before confirming.
- Choose an offered payment method and follow your operator’s confirmation request.
- Wait for the payment result, then return to the dashboard.
- Check the child’s status and keep the transaction reference with the operator’s receipt.
Pending, declined or charged without access
Do not immediately repeat a payment that seems stuck: a transaction may still be processing. First check the result in the portal and your operator’s transaction history.
If a charge is confirmed without activation, contact Excellia with the account email, child concerned, date, amount and reference. Hide unnecessary information in screenshots. Never send your Mobile Money secret code or an authorisation code.
Before renewal or cancellation
Check the start and end dates and the displayed summary before confirming another payment. For cancellation, refund or possible automatic renewal questions, ask the team to confirm the terms applicable to your offer before purchase.
Closing a pending payment window is not proof that a charge was cancelled. Deleting a profile is also not a cancellation or refund procedure.
Troubleshooting
One child is active and another remains blocked.
Subscriptions are individual. Check which profile received the transaction before making any further payment.
The payment was declined.
Check the number, balance and transaction result with your operator. Only try again after confirming that no successful charge occurred.
I cannot find the reference.
Check the operator’s receipt. Give Excellia the account, date and amount to help locate the payment, without sending a secret code.