Mobile Troubleshooting

  • Troubleshooting Video Issues on The Mobile App

    If you’re encountering audio or video issues while attempting to watch your course with the Udemy mobile app, this article explains various ways to solve these problems. Our support team will also follow this guide when responding to inquiries regarding this. 

    • Encountering playback issues while accessing Udemy on a browser? Please review these troubleshooting steps.

    Please note: We do not support Roku at this time.

    Determine if your environment’s causing the issue

    Try watching another lecture or course to determine whether your mobile device, settings or internet connection may be causing the problem.  If you’re able to watch other lectures without any problems, this indicates there is a technical issue with the original video and not your environment. You can report the issue by contacting Udemy Support.

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

    Troubleshooting video loading issues (ie: the video keeps loading/buffering, you see a blank screen)

    If you still encounter issues while watching other course videos, then this indicates there’s an issue with your device, settings or internet connection. 

        • Reduce the video streaming quality to play the video in a lower resolution
        • Restart your device and your modem/router if you’re on a WiFi network to see if your internet connection improves
        • Turn mobile data off, wait ten seconds, and then turn it back on
        • Download the course for offline viewing instead of streaming it online

    If you still continue to experience playback issues after trying the steps above, please do the following:

    • Restart the Udemy app
    • Delete the Udemy app from your device and reinstall it. Please be aware that any content you have saved for offline viewing will be removed completely after the app re-installation. You will need to re-download the content once again.

    Troubleshooting playback issues with downloaded lectures

    If you’re encountering playback issues with lectures you’ve downloaded for offline viewing, please try the following:

    • Try downloading another lecture and watching it offline. If you’re able to watch other lectures offline without any problems, this indicates there is likely a technical issue with the original video and not your device. You can report the issue by contacting Udemy Support.
    • Check to see that the course or lecture was downloaded successfully. Steps on how to download course and lectures on the mobile app can be read in the articles below:
    • Remove the offline content and download the lecture(s) again. While we understand this can be an inconvenience, it may resolve the issue if files in the memory storage are broken or missing.

    If you still continue to experience issues with the downloaded videos, please do the following:

    • Turn on airplane mode for your device and try watching the downloaded lectures. To do so, please close all apps running > check the device's settings > search AirPlane/Flight mode > turn it on.
    • Turn off your internet connection (as well as your mobile data signal) and then try playing the content you’ve downloaded. 
    • Try restarting the Udemy app.
    • Delete the Udemy app from your device and reinstall it. Please note that any offline content you’ve saved from your courses will be removed completely after the app reinstallation. You will need to re-download the content once again.
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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. 

    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. 

    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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  • Missing Android App Course Purchases (Google Play)

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

    Which store/payment system were you using?

    Depending on your location, course purchases on the Udemy Android app will be processed by either the Google Play payment system or Udemy’s checkout. 

      • Note: if you’re in a region where courses are sold through Google Play on the Udemy Android app, you will be asked to confirm you wish to use a Google Play payment method to complete your purchase. 
      • If you did not try to purchase a course through Google Play, please review how to find missing courses that were purchased through Udemy’s checkout.

    How to confirm whether your Google Play purchase went through

    Courses that are purchased through Google Play are processed by Google Play’s payment systems and not by Udemy's. If you tried to purchase a Udemy course through Google Play, and don’t see the course on the My learning page or the Archived section, please do the following:

    1. If you paid for the course through Google Play, check to see if you received a receipt from the Google Play platform. 
    2. Please remember to check the email address that is registered for your Google Play 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 Google Play, but have not received a receipt, reach out to Google Play Support.
    • If you did receive a receipt from Google Play, 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.  

    Google Play authorization requests

    If you tried to purchase a course through the Android app and see a charge in your banking information, but you did not receive an email receipt, it is likely an authorization request. The payment processor initiates authorization requests to verify the bank will allow it to be authorized. 

    • Authorization requests are not actual charges and will be reversed after the payment processor gets a response from your bank. This process generally takes 1- 14 business days. If the charges do not clear within this timeframe please contact your bank or Google Play. 

    Incorrect email address for Udemy account

    If the purchase is showing in your banking information and you received a receipt from Google Play, 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. 

    If you believe this has occurred, please contact our support team and provide the information that’s requested in the form.

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  • How to Troubleshoot Downloading Issues on The App

    This article explains how to troubleshoot and solve some of the most common issues related to downloading courses and lectures on the Udemy mobile app.

    Table of Contents

    Video download is taking too long

    Begin by testing your internet connection speed to see if this could be why the videos are taking too long to download. 

    If the internet speed is low (less than 5 Mbps), we recommend downloading the courses at a time when your internet connection is stronger. You can also do the following:

    • Lower the video download quality of the lecture so the file size for the download is smaller.
    • If you are downloading an entire course or long course sections, try downloading individual lectures instead.
    • Keep the app open and in the foreground so the downloading finishes more quickly.
    • Restart your modem/router to see if your internet connection improves.

    If your internet connection is strong but the download speed is slow,  please try the following steps:

    • Cancel all downloads in progress and then restart the app to download the content again. Learn how to cancel downloads in the applicable Help Center article below.
    • Make sure your phone has enough storage to download each course.
    • Check to see if you have enabled download over WiFi only.
    • Restart your mobile device and check your device settings.
    • Delete the Udemy app from the home screen and then reinstall it on your device. 
      • Please note: Any offline content you’ve saved from your courses will be removed after the app reinstallation, and you will need to re-download the content.

    Removing a downloaded course on the mobile app

    To learn how to delete or remove a downloaded course for offline viewing, please view the applicable Help Center article below. 

    Please note: Removing a downloaded course does not remove it from your My Learning page. 

    Trouble finding the downloaded course or lecture

    Please make sure your course is properly downloaded through the instructions in the applicable Help Center article to view your downloaded courses.

    If you are still experiencing issues, please follow the troubleshooting steps in the section regarding video downloads taking too long to help ensure the content can be downloaded to your device.

    Trouble downloading course resources (non-video)

    To learn how to download content that is not a video, please view the applicable Help Center article below.

    If you are experiencing difficulties with the content or information in a resource, learn how to troubleshoot course issues.

    Please note: Not all course resources are available for download. 

    If you are still experiencing issues, please follow the troubleshooting steps that are shared in the section for video downloads taking too long to help ensure the content can be downloaded to your device.

    If you are experiencing difficulties with the content or information in a resource, learn how to troubleshoot course issues.

    Cannot find the course in my device storage

    Due to piracy concerns the downloaded files are encrypted, you can only access the video lecture within the Udemy mobile app itself and will be unable to find the course in your device’s internal storage.

    Audio or video issues for downloaded lectures or courses

    Learn how to troubleshoot audio and video issues on the Udemy mobile app.

    Want to download over Wi-Fi only (no cellular data)

    If you're using your mobile data network rather than Wi-Fi to download the course, please make sure that the download via Wi-Fi only is enabled. Learn how to update this setting in the applicable Help Center article.

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  • Unrecognized Lecture Format

    If you see this message while taking a course on the Udemy app, it means that the lecture you're trying to view is a file type that is not supported by iOS. This happens most often in our programming courses. For example, if an instructor uploads a Python file (.py) as a lecture, the file will not be available on the app.

    To view this lecture, please sign in to Udemy from your computer.

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