How to Resolve Passwordless Login And Multi-factor Authentication (MFA) Issues With Your Account

This article outlines steps you can take to resolve common issues you may encounter regarding Udemy’s passwordless login or multi-factor authentication (MFA) options.

Issues

What is the difference between MFA and passwordless authentication?

MFA requires a person to use more than one form of verification to access an account, usually by "knowing something" such as a password and by "having something" such as a verification code. MFA can greatly reduce identity theft and unauthorized access to sensitive information in your account. 

Passwordless authentication is a way to verify an account holder’s identity without using a password. With passwordless authentication via email, a verification code is sent to your email inbox, which needs to be entered to complete the sign-up or login process.

While MFA can be enabled or disabled, passwordless authentication enhances the security of your Udemy account and can help prevent unauthorized access. As a result, our team is unable to disable passwordless authentication for your account.

How to locate your verification code

When MFA is enabled,  or if you’re using the passwordless authentication option, a 6-digit verification code is sent to the email address that is registered with your Udemy account.

  • If you can’t locate the email containing the verification code, please review these troubleshooting steps.
  • After attempting these troubleshooting steps, please make sure to wait at least 15 minutes before reattempting the request, as there may be a temporary delay with deliverability.

Note: If you are able to locate the code, keep in mind that it may have expired and you will encounter a notification error while attempting to enter it. You may need to attempt logging again at Udemy.com for a new code to be sent to you.

I can’t access the email address that’s registered with my Udemy account to retrieve a login verification code.

  • If you have two Udemy accounts, and have lost access to one of them, please review our our article regarding merging accounts for further information.
  • If you only have one Udemy account, and would like to submit a request for an email change, please contact Udemy Support for further assistance

I can’t access the email address that’s registered with my Udemy account to retrieve a login verification code.

Review the steps to take if you’re unable to access the email address that’s registered with your Udemy account.

How to resolve the “code used before” error 

If you encounter the login error message “This code has been used before. Please wait for a few minutes and retry with another code”, please do the following.

  1. Ensure that your login attempt and the 6 digit code retrieval is done from the same device and browser. 
  2. Try logging in again and initiate having another code sent if you haven’t already done soo. Please make sure that it has been at least 5 minutes since the last attempt.
  3. After receiving the email with your 6 digit verification code, please be sure to use the most recent code that was sent (you should see that it was sent only a few minutes ago). Enter this code where prompted in the designated space on Udemy.com.

How to resolve the “maximum attempts reached” error 

If you encounter the login error message “You've reached the maximum number of attempts. Please wait and retry with a new code,”  please follow the steps below.

  1. When the maximum number of attempts is reached, there is a temporary lockout period. You will need to wait at least one full hour since your last login attempt.
  2. Ensure that your login attempt and the MFA code entered are retrieved from the same device and browser.
  3. After the hour has passed, reattempt login, or click to “Resend Code” from your previous attempt.
  4. After receiving the email with your 6 digit verification code, please be sure to use the most recent code that was sent (you should see that it was sent only a few minutes ago).
  5. Enter this code where prompted in the designated space on Udemy.com

Why is the Udemy site reporting I’ve "reached the maximum session count" when I try to log in?

For security purposes, our platform restricts the number of sessions a person can have active via their Udemy account at a given time. Review steps you can take if you’re notified the maximum session count has been reached.

Reaching the maximum number of code attempts with passwordless authentication

If you encounter a notification stating that you’ve reached the maximum number of code attempts, while using the passwordless authentication option, you will need to wait 15 minutes before trying again. 

Issues with the captcha prompt 

When attempting to apply your verification code, if your browser prompts you with a “Captcha” prompt that can’t be resolved, please take the following steps: 

  1. Confirm that you are not using a VPN 
  2. Ensure that you are using the same browser/device for each step of the multi-factor authentication login process (logging in, accessing the code, and entering the code). For instance, if you start the login process from your laptop, but use the MFA on a browser on your phone, that will not work.
  3. Attempt logging in using an incognito or private browser window (again, using the same browser window for each step of the multi-factor authentication login process).
  4. Confirm that any browser add-ons or cookie-blocking scripts are disabled.
  5. Clear cache and cookies for your browser for Udemy.com

Do you still need help?

If you’re unable to resolve your login issue following the troubleshooting steps listed above, please contact Udemy Support.

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