Submit a request – Udemy

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The more details you can provide, the more helpful it will be for our team to diagnose the problem.

What type of account / profile question do you have?

Can you tell us more about why you are closing your account?

Email of primary account

email address to keep when merging accounts

Email of account you want to merge

email address to merge when merging accounts

Course or lecture URL

Do you know how you paid for the course?

Please paste the Transaction ID from Paypal here

Please provide last 4 digits of the purchasing card

Attachments

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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.

By going through the choices in our contact form, we will be able to ask you the relevant questions that will help us assist you much faster. Please note that by choosing "Something else" it may take us longer to resolve your issue.

If none of the choices in our contact form for instructors is related to your question, please be sure to provide as much information as possible below, regarding your inquiry. This will help our team assist you much faster.

We're sorry you are unhappy with your course and would like a refund. To help us process your request immediately, please include a reason and the link or URL of the course you want to refund.

We're sorry you are unhappy with your course and would like a refund. To help us process your request as quickly as possible, please include all the links or URLs of the courses you want to refund.

I found a better code: If you purchased your course within the last 30 days and found a discount for the same course at a lower price, we will honor the new price and partially refund your purchase. Please provide details regarding your partial refund request, and attach any receipts or documentation to help us process your request.

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.

If you would like help fixing the technical issue, please go back and report an "Issue while Taking a Course." If you just want a refund, simply continue, be sure to include your course link or URL and we'll be glad to help,

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.

For security purposes, we are not authorized to close your account for you; this action must be performed by the account holder. Please note that by closing your Udemy account you will lose access to all the courses you’ve enrolled in, including purchased courses. This action can only be done from the website and not from the Udemy mobile app. For more information on how to close your account, please review this article.

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.

If you would like to review or change your account settings, please click here.

We apologize for the trouble you are having.

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:

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 Sending a gift]: For more information on sending a course as a gift, please refer to this article.

[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.

Please tell us anything that may help pick the course that best fits you. What it is you want to learn? Why? What's your experience level? What is most important to you when looking for the right course?

You can view your purchase history by clicking here. If you did not get a confirmation e-mail for the course with your receipt, please let us know the title of the course so we can resend it to you.

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:

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.

Please note that due to international tax and compliance laws we are not permitted to change the currency of an account, from the one that is for the nation you are currently residing or located in.

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.

All sales on Udemy are based in the United States. Udemy's US Taxpayer Identification Number and VAT ID are listed in this article.

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 to a computer: By default, complete courses are not downloadable to a computer, out of concerns for piracy. Instructors can, however, enable downloading of their lectures at their own discretion. Click here to determine if a lecture is available for download. Note: due to certain platform security measures, the ability to download a lecture video on a computer may not be available for all courses, even if it is marked as downloadable. .

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.

The course instructor can answer any question you might have about the course content or external materials hosted outside of Udemy. Learn how to ask a question about your course.

For instructions on how to post questions click here. For instructions on posting a review click here.

We’re happy to hear that you’re interested in becoming a Udemy instructor. If you have questions regarding how you can do so, then you might find this article helpful. You can also find information on getting started and building a course by clicking here.

Please note that if you have any students enrolled in any of your courses, you will not be able to close your account. You can, however, unpublish the courses to keep new students from enrolling in them. Students who have purchased the course previously will continue to have access. For more information on how to close an instructor account, please click here . If you are having problems with the site, please let us know.

To maintain the integrity of our learning community, all instructors must verify their identity before they can publish a course on the marketplace. Learn how to verify your account here.

General account settings are controled in the same place as your student account settings. Click on your profile icon in the upper right corner, and choose "account" or click here. If you’re encountering issues receiving or sending instructor notifications, please describe the problem in detail, so our support team can troubleshoot the error more effectively.

In order to complete your premium instructor application, you will need to enter your payment method, billing information, complete your biography and upload your account image. If you are having a problem with any part of this process, we'll be happy to help.

Instructions for how to add lectures to your course can be found in this article, and steps on how to add sections to your curriculum can be reviewed here. If you are encountering issues, please include any error messages you may be experiencing or screenshots of the problem.

Our review team evaluates instructor test videos in the order that they’re received, and their feedback will be posted on the test video page. Once your test video is approved, you're ready to start uploading content to your course. For more information on uploading test videos, and troubleshooting issues related to this, please head here.

Common causes of upload issues are the browser, the connection, or the video itself. Try uploading from a different browser (Chrome works best), make sure that your file name does not have any strange characters (like !@#$%^&*) and try re-saving the file in a different format (we find .mp4's encounter the fewest issues). We also recommend trying the Bulk Uploader. For more information on video processing issues, please click here.

The minimum requirements for publishing a course on Udemy includes 30 minutes of video content and a minimum of 5 lectures. However, to have the ability to charge for your course, you must meet the marketplaces quality standards. For a full list of course requirements and quality standards, please refer to our Course Quality Checklist. You can also find extensive resources on building a course in our Help Center.

If you are the creator of the course on Udemy, you can unpublish the course at your discretion, and this will prevent any other students from enrolling in your course, however existing students will retain access. To learn more about how to unpublish or delete a course click here

For instructions and guidance on building the best possible course marketing page, visit the Teaching Center here.

If you want to know how to message a student directly click here. For instructions on how to use the Q&A dashboard, click here. If you’re encountering issues messaging students, however, please describe the error in detail so our support team can assist you better.

For guidelines on pricing your course please refer to this article. If you’re encountering issues changing your course price, however, please describe the error in detail so our support team can assist you better.

Sometimes promotional emails won't send due to an external link in the message. Only links to Udemy courses are allowed in a promotional emails. Occasionally this filter mistakenly recognizes a long string of text and punctuation as a link, so be sure that there are spaces after each period in the message. This article has more information on troubleshooting promotional email and announcement delivery issues. We're happy to try to send the message for you. If you'd like us to try, please provide the full text of the notification and which courses to include.

As an instructor, you can opt in or out of Udemy’s Promotion’s program at anytime. Steps on how to do this can be viewed here. If you choose to opt out of the Udemy Deals Program after your course has been published, it may take up to 10 days for it to stop being offered at a discount on the Udemy site (for campaigns that started while you were opted in).

For information on creating a coupon for your course, please click here. If you’re inquiring about rules and guidelines regarding coupons click here. If you’re encountering issues with creating, deactivating or utilizing a coupon, however, please describe the error in detail so our support team can assist you better.

Payments are released to instructors on a monthly schedule. You can see the date of your next scheduled payment on your Revenue Report, under "Expected Payment Date" at this link

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.

Steps on how to set up PayPal or Payoneer as an instructor payment method can be reviewed here.

For more information on Udemy promotions, click here.

Udemy operates under a tiered revenue share for paid courses. For detailed information regarding the revenue sharing program, please click here. If you have a question about a specific enrollment or transaction, please include the course title and date so our support team can assist you better.

Learn how you can sign up for a Udemy subscription and begin your learning experience! Or, review how to manage your subscription and see your billing date and information.

Review how you can manage or cancel your subscription, if you've decided it's not the right fit for your learning needs. If there is something our team can help you with before you cancel it, however, please describe the issue to us below.

Courses cannot be added to the collection by request at this time. You can, however, purchase the course separately on Udemy and receive lifetime access to it, provided your account is in good standing and Udemy continues to have a license to that course.

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.

If your course was removed please continue to the contact form below to request a refund.

* 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).

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.

Udemy is unable to offer refunds or partial refunds for our subscription products, unless otherwise required by applicable law. You may cancel at any time during your free trial, however, without being charged.

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.

Refund requests for Udemy courses that have been purchased as gifts can be submitted below, provided it meets our 30-day, refund policy. Please note that eligible refund requests that are submitted by the gift recipient will be granted using Udemy Credits.

Please tell us how we can help with your certificate.

What are you trying to change about your account settings?

What are you trying to change in your profile and what do you want to change it to?

Questions regarding an ongoing review are best posted in your course.

The more details you can provide, the more helpful it will be for our team to diagnose the problem.

Is there anything we could have done differently?

How can we help you?

Please describe the issue you are having

How can we help you?

Please provide details regarding your partial refund request and attach any receipts or documentation to help us understand the error.

Can you describe the payment error you are seeing? A screenshot will also help us help you.

How can we help you post a question or review?

Please describe your issue or concern with this enrollment

Please include any receipts, links to the course, or the course name to help us make sure you get a receipt.

What are the URLs of the courses you want to refund?

How can we help?

Is there anything else we should know in order to help you?

How can we help you?

What we can do to allow you to continue taking courses on Udemy?

Please describe the issue you are having with your account verification

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