• 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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  • Audio Problems

    If you're taking a video or audio lecture, but can't hearing anything:

    1. Check if other videos are having playback issues on sites like Vimeo or YouTube
    2. Check if other course lectures are producing sound

    Please Contact Support if other videos aren't playing correctly.

    Other Lecture Types

    If you can't hear anything, it's also possible that the lectures do not have sound. Instructors can create PDFs and Powerpoint based lectures and other lecture types visible on the course dashboard.

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  • Video Playback Issues

    If the video lecture is not loading, try the following steps to resolve the most common video loading issues.

    Troubleshooting

    1. Refresh your browser.
    2. Quit your browser and re-open it.
    3. Log out of Udemy and log back in.
    4. Clear your browser's cookies and cache. Be sure to restart your browser before trying again
    5. Restart your computer and your modem
    6. Check your browser version and update if outdated.
    7. Try a different browser, like Google Chrome.
    8. Try a different device or computer if possible
    9. Turn off hardware acceleration (in Firefox or on Windows).
    10. Try lowering the video quality of the lecture
    11. Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot.
    12. Test your internet connection's speed

    If you're still having trouble, it's possible that there's something wrong with the video file. Please send a message to the instructor and contact Udemy Support. When contacting support, please include:

    • Your browser version
    • Your OS (Windows 7, Mac OS X, etc.)
    • The course URL and lecture number
    • Your internet connection speed test results
    • The resolution you were watching the video lecture at (ie - 720p, 480p etc)
    • A screenshot or screencast of the problem. The more information you can provide, the faster we'll be able to resolve the issues you're encountering on our site.

    Please note: currently the operating system for Chromebook machines are not fully supported by our video player. If you encounter video playback issues while using a Chromebook, and none of the troubleshooting steps above resolve the problem, please contact our support team. They will do their best to resolve the issue for you.

    If you're using a Chromebook machine, we'd recommend enrolling in a free course, or previewing a course, to evaluate the video playback before making a purchase.

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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 Udemy Support.

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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 send a message to support@udemy.com 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 send us an email at support@udemy.com 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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