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.
Common Reasons For Failed Card Payments
Incorrectly Entered Information
Incorrect name: please ensure you enter the first and last name of the card account holder, exactly as it appears on the card, and that you enter it in the Name on Card field. For example, if the card account holder’s name reads John R. Doe, then John R. Doe must be entered, as shown below.
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).
Update 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
Udemy 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 Udemy, and you’re encountering a payment issue, call your bank to ensure your card is authorized for international purchases. Udemy 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. If you experience trouble using the card, please 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 Udemy.
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. If you’ve used your card a lot in the last 24 hours, try contacting your bank, or try using a different payment method.
Using a Rocketmail Email Address For Your Account
Payment attempts from Udemy accounts with Rocketmail addresses will not be accepted by our system. Please try changing your email address to a non-Rocketmail domain and try again.
Browser Isn’t Working Correctly Due to Caching Issues
If you're sure you're entering the right card number, but you’re seeing a notification it looks invalid, or the pay button isn'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 Udemy does not have detailed insights into why a payment is declined, we recommend contacting your bank or financial institution directly to help solve the payment issue. Udemy will be happy to help if your error message says to contact our support team.
It’s important to let your bank know that you would like to make a payment on Udemy.com, Udemy is a company based in the United States, and that we do not bill recurringly.