• 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 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.

    complete_name.png

    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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  • 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 do to the following:

    • Check your network configuration by clicking here and follow any troubleshooting steps that are recommended.
    • 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 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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  • How to Find Your Missing Course

    If you've bought a course and it’s not showing up in the My Courses 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 with the Udemy mobile app, but are unable to locate it in your account, please review our missing mobile app purchases article. 

    If you don’t see the course you purchased on the My Courses 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 click here for 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 by clicking here, and provide the information that’s requested in the form.

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