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Please note this is not the correct channel to submit a ticket if you have a question or require assistance. This channel is exclusively for feedback and ideas. If you require assistance, please click back and choose an appropriate topic that you need help with.
If you have feedback about what's working or what we can do better at Udemy, however, we'd love to see it here! We're always working on improving the Udemy experience, and are excited to hear your feedback and ideas.
I was charged the wrong amount: If you believe you were overcharged for a course, and are requesting a price adjustment, then please send us any receipts or documentation to help us understand the error.
If you’ve already submitted a request for a refund, and have a question about your refund status, please review our Refund Status: Common Questions Article.
We apologize for the inconvenience.
From time to time, we may need to remove a course that is not in compliance with Udemy's terms and conditions, our Trust and Safety policies or the Digital Millennium Copyright Act. To protect the privacy of our instructors, we cannot share the specific details as to why a course was removed.
If your course was removed please continue to the contact form below to request a refund.
If you've accidentally created two accounts we can merge your accounts together.
Please be sure to indicate which account email you want to be the primary account, and which account you would like removed. In order to merge your accounts, we will need to verify that you are the account holder of both accounts.
Please note:
- Private messages and notes will not be transferred when your accounts are merged. Be sure to save any important information you wish to keep before proceeding with the process.
- Merges are permanent and cannot be reversed.
- Merges are limited to one per user.
Additional information regarding merging account is available in this Help Center article.
Learn how to check if you’ve created multiple, Udemy accounts.
If a course you’ve purchased is not located in the My learning section of your Udemy account, it could be for one of these reasons:
Multiple accounts: you may have created more than one Udemy account and the course you’re looking for could be registered to a different one than the account you’re logged into. Learn how to check if you have additional, Udemy accounts.
Your email address was entered incorrectly during signup: you may have entered your email address incorrectly when you signed up. If an error was made, our system would have attempted sending your confirmation email to the incorrect address. Learn how to check your Udemy account’s email address.
Did you purchase the course on the mobile app? If you've tried purchasing a course on the mobile app, but are unable to locate it, then please read our missing iOS app purchases article or our missing Android app purchases resource.
More troubleshooting steps: tips on how to locate missing courses are also available in "How to Find Your Missing Course".
Instructions on how to sign up to Udemy and log into your account are available in this Help Center article.
Can’t remember what email address is registered to your account? Learn how to check your account’s email address or if you have additional Udemy accounts.
Can’t remember your password? Learn how to reset your account’s password.
Steps you can take to resolve common log in issues are available in our "Troubleshooting Log in Issues" article.
Please be sure to check the error message you received. If the message asked you to contact Udemy Support, continue to the contact form below. For all other error messages, we advise contacting your bank or trying a different payment method.
Below are some common reasons why you may encounter issues purchasing a course.
International Purchases: If you do not see a local payment option when checking out on Udemy, and you are experiencing trouble making a payment, call your bank to ensure your card is authorized for international purchases.
Entering an Incorrect Name: please ensure you enter the first and last name of the card account holder, exactly as it appears on the card in the Name on Card field. Otherwise the transaction will not be approved.
Attempting a purchase while using a VPN: using a virtual private network (VPN) while making a purchase on Udemy may cause the transaction to fail.
For more troubleshooting steps regarding payment issues please click here.
Are you unable to find your course(s) after making a successful purchase? Review "How to Find Your Missing Course".
If a course you’ve purchased is not located in the My learning section of your Udemy account, it could be for one of these reasons:
Multiple accounts: you may have created more than one Udemy account and the course you’re looking for could be registered to a different one than the account you’re logged into. Learn how to check if you have additional, Udemy accounts.
Your email address was entered incorrectly during signup: you may have entered your email address incorrectly when you signed up. If an error was made, our system would have attempted sending your confirmation email to the incorrect address. Learn how to check your Udemy account’s email address.
Did you purchase the course on the mobile app? If you've tried purchasing a course on the mobile app, but are unable to locate it, then please read our missing iOS app purchases article or our missing Android app purchases resource.
More troubleshooting steps: tips on how to locate missing courses are also available in "How to Find Your Missing Course".
We apologize for the inconvenience. Promotion codes may not work for these reasons:
The course is opted out of promotions: Some instructors have opted their courses out of our discount program. These courses cannot be discounted.
The promotion has ended: All promotion codes have use-by dates. Udemy cannot extend codes that have expired. If you received the coupon code from an instructor, please contact the instructor directly.
Mobile app: The Udemy app features the payment systems for Google Play (Android) and the Apple App Store (iOS) which do not support promotion codes.
For more information on Udemy coupons and troubleshooting issues with promotion codes, please read our Udemy Coupon FAQ.
You may also need to check your Shopping Cart to see the correct, discounted price.
[If Redeeming a Gift]: If you’ve received a course as a gift, you can enroll by redeeming the gift code you were sent in the “Redeem a Coupon” slot.
For more information on how to do this, please review this article.
[If Redeeming a code from a 3rd Party]: If you are having trouble redeeming a coupon purchased from a third party vendor, please include the voucher code and the name of the third party vendor in your message. If your course was not purchased directly through Udemy, please send any payment questions, including refund requests, to the third party vendor.
The most common solutions for video playback issues is to make sure your browser is updated, that you’ve cleared your browser’s cache, and that you’re connected to a strong internet connection.
If you’re encountering audio or video issues while attempting to watch a course on a browser, our ”How to Troubleshoot Audio & Video Issues” article outlines several ways to resolve these problems.
Encountering issues while watching courses on or via Udemy’s mobile app? Learn how to troubleshoot audio and video issues on the mobile app.
We also recommend reviewing our system requirements.
If you’re still encountering issues after attempting these troubleshooting steps, please be as descriptive as possible and include any error messages or a screenshot to help us diagnose the issue. Learn how to take a screenshot.
If a course you’ve purchased is not located in the My learning section of your Udemy account, it could be for one of these reasons:
Multiple accounts: you may have created more than one Udemy account and the course you’re looking for could be registered to a different one than the account you’re logged into. Learn how to check if you have additional, Udemy accounts.
Your email address was entered incorrectly during signup: you may have entered your email address incorrectly when you signed up. If an error was made, our system would have attempted sending your confirmation email to the incorrect address. Learn how to check your Udemy account’s email address.
Did you purchase the course on the mobile app? If you've tried purchasing a course on the mobile app, but are unable to locate it, then please read our missing iOS app purchases article or our missing Android app purchases resource.
More troubleshooting steps: tips on how to locate missing courses are also available in "How to Find Your Missing Course".
We apologize for the inconvenience.
If your error message did not ask you to contact Udemy, and you’re sure you are entering your payment details correctly, you may need to contact your bank or credit card provider to help resolve the issue. Most credit and debit card failures are due to bank restrictions.
Our "How to Solve Payment Issues" article also explains how to solve common, payment issues.
Alternatively, you can try a different purchase method, or try again on the Udemy Mobile app, which may provide additional payment methods that are not available on Udemy.com.
If you've bought a course and it’s not showing up in the "My learning" section of your account, our "How to Find Your Missing Course" article includes tips on how you can find your course.
Your account’s currency is set based on the IP location of where your Udemy account was created. By default, students who do not have one of our supported currencies assigned to their Udemy account, will see prices set in either EUR or USD.
More information regarding currencies, and a list of the currencies Udemy supports, is available in our Supported Currencies: FAQ.
Looking for the course(s) you purchased today with a Boleto Bancário? After Udemy receives confirmation the Boleto payment has been completed, the course(s) will appear in your ”My learning” page. Generally, this takes one business day.
Question about refunds? Courses purchased through Boleto Bancário are eligible for credit refunds. Learn how to submit a refund request.
Answers to frequently asked questions Udemy receives about Boleto are available in our ”Boleto Bancário FAQ”.
Instructions on how to purchase a course with Boleto Bancário are available in this Help Center article.
For instructions on how to send Udemy courses as gifts, please review "How to Send a Udemy Gift".
Steps for what to do if the gift recipient can’t locate their email notification for the gift are included in this Help Center article.
Information regarding refund requests for Udemy gifts is available in "How to Refund a Course".
Steps on how you can enroll in a Udemy course you’ve received as a gift, or what to do if you can't find your gift’s email notification, are included in this Help Center article.
Information regarding refund requests for Udemy gifts is available in "How to Refund a Course".
Instructions on how to redeem a gift or promotional code you received for Udemy Credits are available in our "Udemy Credits" FAQ.
For questions regarding promo codes that are part of an ongoing, Udemy promotion or sale, we recommend looking in our "Promotions & Sales" section for more information.
Students residing in nations that require a VAT or GST tax may be required to pay an applicable tax when purchasing a course on Udemy. Udemy is a business-to-consumer platform, and as a result, we're unable to remit or remove any reference to applicable taxes.
Please see our Taxes: Student FAQ in our Help Center for additional information about taxes on Udemy.
For any other questions, please continue.
When you complete a paid Udemy course, you will receive a certificate of completion, which you can share with others to show your achievement!
Please note: Udemy is not an accredited institution, and as a result, the certificates cannot be used for formal accreditation.
What is the issue or question you have regarding your certificate of completion?
How to download your certificate: Learn how to download your certificate on a browser. Using the Udemy mobile app? Learn how to access your certificate on the app.
Wrong name or language: certificates of completion are generated using the name and language that is currently entered for your account. If you need to change the certificate’s name or language, please follow the steps in this Help Center article.
Certificate isn’t appearing: In order to receive your certificate, each curriculum item must be marked as complete. Learn how to manually mark a lecture as complete on a browser. Using the mobile app? Instructions are available in these articles: iOS app - Android app.
Additional information troubleshooting steps if you’re having issues accessing your certificate of completion, are available in this Help Center article.
Downloading courses on the Udemy mobile app: You can always save courses for offline viewing on the Udemy mobile app. For information on how to download videos to your iOS mobile device, click here. For steps on how to download videos for offline viewing on an Android device, click here.
Downloading supplemental resources: Many instructors add supplemental resources to their lectures, like PDFs, design templates, or source code. For steps on how to download resources from lectures, click here. If you have questions about the content of the resources, contact the course instructor.
Payment for a given month is delayed in order to allow all refunds in the following 30 days to process. For example, payments for purchases from the month of January are released to instructors in early March in order to accomodate all potential refunds from the the last day of January.
Requesting a refund: To submit a request for a full or partial refund, you can do so from your Purchase history by clicking on the request a refund option under the eligible course title (if you purchased the course within the last 30 days). If you’re requesting a partial refund, please include details or a screenshot of where you saw the course listed at a lower price.
More information regarding refunds can be reviewed in our refund policy.
Unrecognized charge: If you’re seeing an unrecognized charge from Udemy in your banking information, please provide the following information so our team can better assist you.
* the last four digits of the card number
* the name as it appears on the card
* the expiration date on the card
Please also provide any additional detail that you can about the unauthorized purchase, including the amount, and the name of the course(s).
We also recommend reviewing our Compromised Accounts Troubleshooting Help and Keeping Your Account Secure articles.
Temporary authorization holds for declined payments
If you made more than one payment attempt while trying to make a purchase on Udemy, and had a payment attempt declined, you may see a temporary authorization hold in your banking information. It may take several business days for the hold to be removed from your statement .
To submit a request for a full or partial refund, you can do so from your Purchase history, by clicking on the request a refund option under the eligible course title (if you purchased the course within the last 30 days).
If you’re requesting a partial refund, please include details or a screenshot of where you saw the course listed at a lower price.
More information regarding refunds can be reviewed in our refund policy.
Marketplace course purchases: Unfortunately, some banks believe Udemy only offers a course subscription service, and mark us down as a “recurring” charge in error, even when the transaction was not for one of our subscription offerings.
Once a student purchases a Udemy marketplace course they are not charged again for it. You can reach out to your bank if you have additional questions about this charge.
More information regarding Udemy's Lifetime Access is available in this Help Center article.
Udemy subscriptions: If you are enrolled in one of Udemy’s subscription offerings, learn how to review and manage your subscription and see your billing date and information.
If you've decided the subscription is not the right fit for your learning needs, steps on how to cancel your subscription are available in this Help Center article. If there is something our team can help you with before you cancel it, however, please describe the issue to us below.
Unrecognized charge: We apologize for the inconvenience. If you’re seeing an unrecognized charge from Udemy in your banking information, please provide the following information so our team can better assist you.
* the last four digits of the card number
* the name as it appears on the card
* the expiration date on the card
Please also provide any additional details that you can about the unauthorized purchase, including the amount, and the name of the course(s).
Additional information and help : If you are an existing student, please review this Help Center article to determine if your account has been compromised. We also recommend reviewing our Keeping Your Account Secure article.
Refund requests can be submitted from your Purchase history, by clicking on the request a refund option under the eligible course title. Guidelines for refund requests are available in our refund policy. If you received a notification indicating that your course was removed from Udemy, please click back and select “My course was removed”.
We apologize for the inconvenience.
From time to time, we may need to remove a course that is not in compliance with Udemy's terms and conditions, our Trust and Safety policies or the Digital Millennium Copyright Act. To protect the privacy of our instructors, we cannot share the specific details as to why a course was removed.
If your course was removed please continue to the contact form below to request a refund.
Unrecognized charge: We apologize for the inconvenience. If you’re seeing an unrecognized charge from Udemy in your banking information, please provide the following information so our team can better assist you.
* the last four digits of the card number
* the name as it appears on the card
* the expiration date on the card
Please also provide any additional details that you can about the unauthorized purchase, including the amount, and the name of the course(s).
Additional information and help : If you are an existing student, please review this Help Center article to determine if your account has been compromised. We also recommend reviewing our Keeping Your Account Secure article.
Refund requests can be submitted from your Purchase history, by clicking on the request a refund option under the eligible course title. Guidelines for refund requests are available in our Refund Policy. If you encountered a problem or received an error message while trying to submit a refund, however, please continue. If available, please also provide a screenshot or description of the error message that you received.
Refund status inquiry
Most refunds will be posted to your account within five to 10 business days. For some payment methods and regions, it may take longer. For more information about how refunds are processed, please see our support article Refund Status: Common Questions. To check the status of a refund that has already been issued by Udemy, please log in to your account and navigate to your Purchase History.
Refund status inquiry
Most refunds take five to 10 business days to post to your account after they have been issued, and can sometimes take longer. Please also note that if the refund was requested within 24 hours of the original purchase, it may have been processed as a purchase reversal.
Depending on where you're located, you may be eliglbe for a subscription refund (eg. South Africa and the United Kingdom). We determine your location based on the country associated with your account. If you meet the qualifications outlined in our Help Center, and wish to submit a refund request for a subscription, please provide the information below.