• How to Solve Payment Issues

    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.
    • For information regarding how Udemy courses are priced, or what to do if you see a different price, please click here.
    • If you purchased a course at Udemy.com but are unable to find it in your account, click here. If you purchased a course on the Udemy mobile app but can't locate it in your account, then please review this article.

    Common Reasons For Failed Card Payments

    Incorrectly entered information: 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.

    enter_correct_name.jpg

    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).

    Outdated saved payment method: if you’re encountering issues while trying to purchase with a saved payment method, try deleting it and re-adding it to ensure the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, call your bank to ensure your card is authorized for international purchases. Please note that 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. 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. Try contacting your bank or 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.

    Browser isn’t working correctly due to caching issues: if you’re seeing a notification your card number looks invalid or icons aren’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 financial institution directly to help solve the payment issue. 

    It’s important to let your bank know that you would like to make a payment on Udemy.com and that Udemy is a company based in the United States.

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  • Missing iOS Course Purchases (Apple App Store)

    If you've tried purchasing a course through the Apple App Store on Udemy’s iOS mobile app, but are unable to locate it in your account, this article explains the most common reasons why.

    Courses are available for purchase in the Udemy mobile app through the Apple App Store. These transactions are processed by Apple and not by Udemy's. 

    Confirm whether your Apple purchase went through

    If you tried to purchase a Udemy course through the Apple App Store and don’t see the course on the My learning page or the Archived section, please do the following:

    1. Check to see if you received a receipt from the Apple App Store 
    2. Please remember to check the email address that is registered for your Apple App Store account. It may be different from the email address you have registered for your Udemy account. Be sure to check your junk mail folders.
    3. Check that you received an enrollment confirmation email from Udemy for the course. A confirmation email from udemy@email.udemy.com will be sent to the email address registered to your Udemy account.

    Next steps:

    • If you don’t see a confirmation email from Udemy, this could indicate that you purchased the course while logged into Udemy with a different email address or that the purchase was not completed (see below).
    • If you see a charge on your bank statement from Apple, but have not received a receipt, reach out to Apple Support.
    • If you did receive a receipt from Apple, but do not see the course in your account, please contact our Support Team and attach the receipt you received. Our team needs to review the information in the receipt in order to assist you further.  

    “Pending” Apple purchases 

    If the course was purchased through the iOS app and you don’t see the course in your account, please check the status of your transaction and see if it is "Pending". This means the course has not been delivered to your account yet, since Apple's payment system is still processing the transaction. 

    • If it is "Pending", it may take between 24 - 48 hours for the course to be delivered to your account. If you no longer see "Pending" status for the Apple purchase, but you do not have your course in your account, please forward us a screenshot/email of your Apple App Store receipt. This will help us get the course up-and-running for you.

    Incorrect email address for Udemy account

    If the purchase is showing in your banking information and you received a receipt from Apple, but you haven’t received a confirmation email from Udemy, you may have entered your email address incorrectly when you created your Udemy account. As a result, our system would attempt sending the confirmation email to that address, instead of the correct one. 

    Please contact our Support Team and provide the information that’s requested in the form.

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  • How to Troubleshoot Audio & Video Issues

    If you’re encountering audio or video issues while attempting to watch a course on a browser, this article includes several ways to troubleshoot and resolve these problems. Our Support Team also refers to the troubleshooting steps in this article when responding to inquiries regarding playback issues. 

    Additional resources:

    • Learn more about Udemy’s system requirements. 
      • Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a Udemy course on your device. 
    • Encountering issues while watching courses on or via Udemy’s mobile app? Please review these troubleshooting steps.

    How to check if your playback environment’s causing the issue

    To determine whether your device, settings or internet connection may be causing the problem, please do to the following:

    • Check your network configuration by using our system check and follow any troubleshooting steps that are recommended.
    • Try watching another lecture or course (if you are only enrolled in one course, you can use the course preview feature)

    If you’re able to watch other lectures without any problems, this may indicate there is a technical issue with the original video. Please contact support so our team can investigate further and report the issue.

    If you’re encountering playback issues with other lectures, however, then please try the troubleshooting steps below. 

    How to resolve audio and video issues with your playback environment

    If you’ve determined the problem is due to an issue with your course playing environment, please do the following:

        • If the video plays without issue, try checking your extension, plugin or firewall program on your device to see if it needs to be reconfigured or disabled.  
    • Try a different browser.
        •  If you’re not already using Google Chrome, we recommend using it, as we’ve found it works best to watch Udemy courses. 
    • Update your browser.
        • If you have a lot of browser tabs open, close most of them except the one you’re using to watch the course.
    • Test your internet connection speed.
    • Turn off any hardware acceleration you have installed (in Firefox or on Windows). 
    • Check your audio settings.
      • If you can’t hear any audio, double check to see that the course player volume is turned up and that the video is not muted. Check the sound settings on your device.
    • Restart your computer and network devices (modems/switches/routers).

    Are you encountering a “Problem with your system settings” error notification?

    If you’re encountering an error notification while viewing courses, which states there is a problem with your system settings, please try the troubleshooting steps below.

    1. Update your browser to ensure you’re using the latest version.
    2. If you’re using Google Chrome 90 or above and updating it doesn’t resolve the issue, please enter chrome://components/ into the URL bar at the top of your browser.
    3. Next, navigate to Widevine Content Decryption Module.
    4. Update the Widevine Content Decryption Module so that the version number is 4.10.2198.0 or greater (and, or, the status reads it’s up-to-date).

    widevine_update.png

    Next steps?

    If you’re still encountering issues after following the steps above, please contact our Support Team. In the interim, if the course is available for downloading, try watching it offline or on the mobile app.

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  • How to Find Your Missing Course

    If you've bought a course and it’s not showing up in the My learning section of your Udemy account, this article explains the most common reasons for this, and how you can find your course. 

    Please note: if you've tried purchasing a course through the Apple App Store or Google Play, and are unable to find it, please review the articles below.

    If you don’t see the course you purchased on the My learning page, and it’s not located in the Archived section of your account, please do the following:

    Confirm you received a confirmation email for the course purchase 

    1. After enrolling in a course, check to see that you’ve received a confirmation email from Udemy. A confirmation email from udemy@email.udemy.com will be sent to the email address registered to your Udemy account. Be sure to also check your junk mail folder.

    2. If you don’t see a confirmation email in that email account, this could indicate you purchased the course while logged into Udemy with a different email address (or with an account that was created with an accidental typo: see below for more information). 

    • See if you have multiple accounts registered with Udemy: occasionally students create more than one Udemy account by mistake. If you use multiple email accounts, or have an Apple, Facebook, or Google account, try logging in with the associated email addresses. Check to see if the course you purchased is in that account.
    • If you discover that you have created a second Udemy account by accident, and would like to merge the two accounts, please review our rules and instructions on how to merge accounts.

    If you didn’t receive a confirmation email in your email accounts, and it’s not in your spam folders, this could indicate the purchase did not go through.

    Check your banking information 

    Confirm that the course was in fact purchased by double checking the payment history in your banking or PayPal account.  

    If the purchase is showing in your financial information, but you have not been able to locate the course following the steps outlined above, you may have entered your email address incorrectly when you first signed up for Udemy. As a result, our system would attempt sending the confirmation email to that address, instead of the correct one. 

    If you believe this may have happened, please contact our Support Team and provide the information that’s requested in the form.

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  • Troubleshooting Log in Issues

    If you’re having difficulty logging into your Udemy account, this article includes troubleshooting steps you can take to resolve common log in issues and resume your learning experience!

    Log in issues

    Troubleshooting steps for login issues

    I don’t remember my password.

    If you can’t recall the password for your Udemy account, you can initiate a password reset and log into your account.

    I was notified in a Udemy email that I have to reset my password. Why?

    Our system has a range of different security measures in place to protect your account. If, for any reason these are triggered, the system will automatically ask you to reset your password as a form of account security. 

    The email asking you to reset your password will be sent to you via the no-reply@e.udemymail.com address. 

    • If you haven’t logged in for a while and have received one of these emails in your inbox, please follow the instructions in it to access your account. Once logged in, if you see activity in your account that you didn't initiate, please contact Udemy Support.
    • If you have logged into your Udemy account recently and receive one of these emails:
      • Do not clear the cache and cookies on the browser you were using before proceeding with the email’s instructions.
      • If possible, log into Udemy from the same browser tab you used to reset your password.

    Why am I being told my account doesn’t have a “usable password”, after I reset my password?

    As noted above, a range of different security measures are in place to protect your account. If after resetting your password, you see a notification indicating your account does not have a usable password, this could indicate the detection of unusual activity. 

    If you’re encountering a notification stating your account doesn’t have a “usable password”, please do the following:

    1. Check your inbox for an email from our team indicating your account is in safe mode. If there are multiple emails with the same message, please open the most recent one.
    2. Before proceeding, do not clear the cache and cookies on the browser you were using. 
    3. Wait 10 minutes and proceed with the instructions outlined in the most recent email from our team.
    4. Then, if possible, log into Udemy from the same browser tab you used to reset your password.

    The Udemy site is reporting I’ve “exceeded the maximum number of requests per hour”, after I tried to log in. What should I do now?

    As a security precaution, if the system detects there have been several, unsuccessful log in attempts, the log in tool will be temporarily disabled. You should be able to log in, however, by initiating a password reset.

    exceeded_log_in_attempts.png

    Why am I seeing “There was a problem logging in. Check your email and password or create an account”?

    This error sign indicates our system cannot find an account with login credentials that match the password and email address that have been entered. If you have signed up for Udemy before, and have an active account, please try the following:

    1. Initiate a password reset with the email address you believe is registered for your Udemy account.
    2. If you can’t recall which email address you used to sign up, please try the troubleshooting steps below to determine what email address is registered in your account.

    I don’t recall which email address I used to create my account.

    If you can’t remember which email address you used to create your Udemy account, please try the following:

    1. When you sign up to Udemy, or enroll in a course or subscription, a confirmation email is sent to the email address that’s registered to your account.  Check your email accounts for messages from udemy@email.udemy.com. Be sure to check your spam or junk folders as well. 
    2. If you locate Udemy notifications in one of your email accounts, try logging into your account with that email address.
    • Please note: Udemy purchases on the mobile app are processed via the Apple App Store or Google Play. The email address you have registered for those platforms may be different from the email address you have registered for your Udemy account.

    If you can’t find any confirmation emails from Udemy in your email accounts, this could indicate your email address was entered incorrectly when you first signed up to Udemy. As a result, our system would have attempted to send the confirmation email to that address, instead of the correct one. If you believe this may have happened, please contact our Support Team

    I’m having trouble logging in using the Apple, Google or Facebook options

    In order to log into your Udemy account, you will need to use the same method you used to sign up. Review how to log in with the Apple, Google or Facebook options.

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  • Report a Security Vulnerability

    If you've found a security vulnerability on the Udemy site, please report it through HackerOne. Our security team will investigate all legitimate reports and will do their best to fix issues as quickly as possible.

    Bounty Payments

    Our bounty program is designed to reward those who help us maintain a safe Udemy site for all of our users. Udemy will pay a bounty for legitimate, previously unknown reports. All payments will be sent directly through HackerOne.

    In order to receive the bounty reports must:

    • Be an original, previously unreported bug. Known vulnerabilities will not qualify for a reward.
    • Be a vulnerability that allows a user to break into the system, allows a user to violate someone else's accounts, or allows a user to compromise user data
    • Be resolved by our engineers before the reward is provided.

    Please note that Udemy reserves the right to withhold bounty payments if we believe the reporter has taken actions to endanger the security of Udemy’s customers.

    If you are interested in participating in this program, please provide detailed steps to reproduce this vulnerability though hackerone.com/udemy.

     

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  • Why Won't the PDF Load?

    Sometimes, a PDF document will take a while time to load. From the course dashboard, check how many pages is included in the document. If the document has multiple pages it's likely that the large file size is impacting the load time. Try refreshing the page to fix the issue.

    The PDF is Loading as a Grey Screen

    1. Right-click on the grey rectangle.
    2. Click Save As... to download the PDF to your computer.
    3. Manually mark the lecture as complete.

    grey_screen.png

    If you're still having issues, please contact our support team.

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