• 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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  • 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 explains various ways to troubleshoot these problems. Our support team will also follow this guide when responding to inquiries regarding video playback. 

    Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch a Udemy course on your device. The rest of Udemy’s system requirements are listed here. 

    If you're encountering issues while watching courses on Udemy's mobile app, please click here.

    Determine if your environment’s causing the issue

    To determine whether your device, settings or internet connection may be causing the problem, please try watching another lecture or course (if you are only enrolled in one course, steps on how to preview a course can be viewed here). 

    If you’re able to watch other lectures without any problems, this indicates 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 outlined below. 

    Troubleshooting issues with your course playing environment

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

    1. Try watching the original lecture in an incognito window
      • 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.  
    2. 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. 
    3. Clear your browser's cookies and cache and restart it before trying again. 
    4. A minimum internet speed of 5Mbit or 800kbps is required to watch a Udemy course on your device. Test your internet connection speed to make sure your environment meets this and that your system meets Udemy’s requirements.  If your internet speed is low, try lowering the video quality of the lecture, or watching the course during non-peak hours when your internet connection is stronger. 
    5. Turn off any hardware acceleration you have installed (in Firefox or on Windows). 
    6. 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.
    7. Restart your computer and network devices (modems/switches/routers).
    8. In the interim, if the course is available for downloading, try watching it offline or on the mobile app.
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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.



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

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  • I Can't Find my Course

    If you've bought a course and it’s not showing up in the My Courses section of your Udemy account, this article provides helpful, troubleshooting steps on how you might find it.

    Did You Receive an Enrollment Confirmation Email?

    Udemy sends out a confirmation email whenever you enroll in a course. So, as an initial step, please ensure that you are logged into the same email account that is registered to your Udemy account, and that you received an enrollment confirmation email for the course. Be sure to check your Junk mail folder if you don’t see the enrollment confirmation email in your inbox.

    If you don’t see a confirmation email, this could indicate that you purchased the course while logged into Udemy with a different email address (see below), or that the purchase was not completed. We also advise checking your banking information or your PayPal account to verify the purchase was processed.

    Could You Have Multiple Email Accounts Registered With Udemy?

    Occasionally students create more than one Udemy account by mistake. For example, a student might mistakenly create a second Udemy account on their mobile device, or, by creating an account with a social media login that they do not regularly use. If you use multiple email accounts, or have a Facebook or Google account, try logging in with the associated email addresses.

    If you discover that you have created more than one Udemy account by accident, and would like to merge the accounts, please click here for steps on how to do so.

    Was Your Email Address Entered Correctly When You Signed Up?

    If you're still having trouble, you may have entered your email address incorrectly when your first signed up for Udemy. For example, instead of entering “Jane@emailexample.com”, you might have typed “Jne” by mistake. As a result, our system would attempt sending your confirmation email to that address, instead of the correct one.

    Double check to see that you received a confirmation email for your course purchase. If you did not receive an email with a receipt, please contact our support team and include your first and last name, and the title of the course that you're missing.

    If you paid with a debit or credit card, please provide the last four digits on the card as well as the cardholder's name as it appears on the card. If you completed your purchase with PayPal, please provide the PayPal receipt including the transaction id.

    Did You Purchase The Missing Course Using Udemy’s Mobile App?

    If you've tried purchasing a course on the Udemy mobile app, but are unable to locate it in your account, then please click here to read our Missing Mobile Purchases article.

    Is the Course Archived?

    If the course was moved to the Archived section of your account, then you won’t see it on your My Courses page. To check and see if the course was Archived by mistake, please follow these steps:

    1. Navigate to My Courses
    2. Click on the Archived option
    3. If you see the course card there, click on the vertical ellipses at the top right
    4. Select Unarchive

    unarchive.png

    Still Stuck?

    If you’re still unable to find your missing course, please contact our support team with the following details:

    • The exact course title or course URL
    • Your first and last name
    • Course purchase date
    • Purchase receipt
    • If you paid with a debit or credit card, please provide the last four digits on the card as well as the cardholder's name as it appears on the card.
    • If you completed your purchase with PayPal, please provide the PayPal receipt including the transaction id.
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