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Learning With Udemy: Frequently Asked Questions
Read articleThis article answers frequently asked questions we receive about learning with Udemy.
Frequently asked questions
- What is Udemy?
- What do Udemy courses include?
- Where can I access Udemy?
- How do I create or log in to my account?
- How do I find a course?
- Can I preview a course before purchasing?
- How do I create a course?
- How do I start my course?
- Do I have to start or complete my course by a certain time?
- What course features are available?
- Do I receive anything after I complete a course? Is Udemy an accredited institution?
- What is available on Udemy for certification exam preparation?
- How do I pay for a course?
- What subscriptions are available?
- How do I use Udemy credits?
- I am having issues with my refund request.
- Can I change or exchange my course?
- I am receiving a payment error.
- I am having trouble logging in.
- My Udemy course is missing.
- I’m having issues with my audio or video.
- I’m having trouble with the course content or resources.
- Where else can I go for help?
About Udemy
What is Udemy?
Udemy's mission is to create new possibilities for people and organizations everywhere. Our global marketplace features an extensive, multi-language library, which includes thousands of courses taught by real-world experts. You can take courses across a wide range of categories, some of which include: business & entrepreneurship, programming, academics, the arts, health & fitness, language, music, and more!
What do Udemy courses include?
The foundation of each Udemy course is its lectures, which can include videos, slides, and text. Each Udemy course is created, owned, and managed by the instructor(s). In addition, instructors can add resources and various types of practice activities, as a way to enhance the learning experience of students.
- Learn more about Udemy’s platforms and features.
- Review tips on how to find courses you may be interested in taking.
Where can I access Udemy?
You can access your Udemy courses from various devices and platforms, on both PC and Mac desktops/laptops, as well as Android and iOS mobile devices.
- View our system requirements
How do I create or log in to my account?
Learn how to log in to Udemy through your computer browser or the iOS or Android app below.
Getting Started
How do I find a course?
Learn how to search for courses on Udemy.
Can I preview a course before purchasing?
Yes, learn how to preview a course and review key information.
How do I create a course?
Learn how to become an instructor on Udemy.
How do I start my course?
After enrolling in the course, you can access it by logging in to your account and clicking on the course link you will receive in your confirmation email (provided you’re logged into your Udemy account) or on the My learning page.
- Learn how to start your course.
Do I have to start or complete my course by a certain time?
There are no deadlines to begin or complete a course. Learn about our Lifetime Access policy.
What course features are available?
View which course features are available on each platform.
Do I receive anything after I complete a course? Is Udemy an accredited institution?
Every approved, paid course features a certificate of completion to document your accomplishment. While Udemy is not an accredited institution, we offer skills-based courses taught by real-world experts in their field.
What is available on Udemy for certification exam preparation?
Learn about our certification exam preparation feature.
Purchase and Payments
How do I pay for a course?
Udemy supports several different payment methods, depending on your account country and location.
- Learn more about our payment methods.
What subscriptions are available?
Learn about Udemy’s Personal Plan subscription.
How do I use Udemy credits?
Learn more about Udemy credits.
I am having issues with my refund request.
View answers to commonly asked questions we receive regarding refunds.
Can I change or exchange my course?
While our system is not set up to exchange one course for another, you can submit a refund request and purchase another course, provided the refund request meets our refund guidelines.
I am receiving a payment error.
Learn about troubleshooting payment failures and issues.
Troubleshooting
I am having trouble logging in.
Learn how to troubleshoot login issues.
My Udemy course is missing.
Learn how to find your missing course.
If you are using the mobile app, learn how to find your missing course in the articles below:
I’m having issues with my audio or video.
Learn how to troubleshoot audio and video issues in the course player.
If you are using the mobile app, learn how to troubleshoot issues in the mobile course player.
I’m having trouble with the course content or resources.
As instructors own and manage their course content, they are in the best position to assist you. For any questions in paid courses, you can search for answers or ask a question in the Q&A.
Where else can I go for help?
For questions not related to the course curriculum, our Help Center has extensive information regarding Udemy’s various features, and articles with troubleshooting steps. Use the search tool or topics to help you quickly resolve any issues you encounter.
Our support team is also happy to help. You can begin the process of connecting with our team by clicking "Contact Us". If you’re on a laptop or desktop while viewing the Help Center, "Contact Us" appears on the right side of any article. If you’re viewing the Help Center on a mobile browser, "Contact Us" appears at the bottom.
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Lifetime Access
Read articleOne of the best things about Udemy is that you can login to your account from virtually anywhere, whenever you want, and access your courses easily! We strongly believe that students will benefit from the limitless educational possibilities this feature presents.
Once you purchase a course, you'll have access for life, provided that your account is in good standing and Udemy continues to have a license to that course.
Lifetime Access: Commonly Asked Questions
Below are answers to questions we often receive regarding lifetime access.
- Will I continue to have access to the course even after I complete it?
- I bought the course on sale. Does this affect how long I have access to the course?
- Do free courses offer lifetime access?
- Will I have lifetime access to subscription content?
- What if I used an instructor coupon to purchase the course? Does lifetime access still apply?
- What happens if the instructor removes the course from Udemy?
- Can my courses ever be removed from Udemy?
Will I continue to have access to the course even after I complete it?
Yes. You will continue to have access to the course after you complete it, provided that your account’s in good standing, and Udemy continues to have a license to the course. So, if you wish to review specific content in the course after you finish it, or take it all over again, you can.
I bought the course on sale. Does this affect how long I have access to the course?
No. Your access to a course is not affected by the price you paid for it.
Do free courses offer lifetime access?
Yes. Students also receive lifetime access to free courses, provided their account remains in good standing and Udemy continues to have a license to the course.
Will I have lifetime access to subscription content?
You will have unlimited access to subscription content as long as you have an active subscription. If you cancel your subscription, you will have access to the subscription content until the final date of your billing period, which is posted on your Subscriptions page.
What if I used an instructor coupon to purchase the course? Does lifetime access still apply?
Yes. Students receive lifetime access to a Udemy course regardless of what price they paid for it, or whether they used a coupon to enrol or not.
What happens if the instructor removes the course from Udemy?
We host thousands of courses on our online learning marketplace. Our marketplace model means we do not own the copyright to the content of the courses; the respective instructors own these rights. On rare occasions, instructors may remove their courses from our marketplace, or, Udemy may have to remove a course from the platform for policy or legal reasons. If this does happen to a course you're enrolled in, please contact us and we'll be ready to help.
Please note: occasionally instructors may decide to unpublish their course and close it to additional enrollments. For example, an instructor might unpublish an older course until they’ve had a chance to update the course content. In situations where an instructor unpublishes their course, however, the course content remains on the platform and is still accessible to students who are enrolled in the course.
Can my courses ever be removed from Udemy?
On rare occasions, Udemy may be required to remove a course from the platform due to policy or legal reasons. If this does happen to a course you're enrolled in, please contact us and we'll be ready to help.
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How to Contact Udemy Support
Read articleOur Help Center has extensive support articles and troubleshooting resources to assist you with questions or issues you may have regarding Udemy. You can quickly look for answers to your questions by entering keywords into the search bar at the top of the page.
But, if you’re still unable to resolve your issue, this article outlines how you can connect with Udemy Support. Our team will be happy to help!
If you want to report illegal content, please use this form. For all other inquiries, see below.
- Issues with the Contact Us button? Learn how to troubleshoot website issues on Udemy.com.
Table of contents
- How to connect with Udemy Support
- Issues with the “Contact Us” button
- What to expect after submitting an email ticket
- Did not receive a confirmation email?
- Updating your request
How to connect with Udemy Support
To begin the process of connecting with Udemy Support, simply click on the “Contact Us” button that appears on any Help Center article.
If you’re on a laptop or desktop while viewing the Help Center, “Contact Us” appears on the right-side of any article, including this one.
If you’re viewing the Help Center on a mobile browser, “Contact Us” appears at the bottom of the article.
Please note: Learners and instructors who are reviewing articles in the English, German, Portuguese, Spanish or Turkish versions of our Help Center will be connected with Udemy’s virtual agent, “Alex”, after clicking on “Contact Us”.
Although “Alex” is a virtual agent and is not human, if you need more help, "Alex" can easily guide you through the process of sending an email ticket to Udemy Support.
Issues with the “Contact Us” button
If you encounter issues with the “Contact Us” button, please try clearing your cache and cookies to resolve the issue.
If you are continuing to experience issues, please review our troubleshooting steps for website issues.
What to expect after submitting an email ticket
After submitting an email ticket, you should receive a confirmation email from Udemy Support in your inbox. Our team aims to respond to all queries as quickly as possible.
Please note that response times can vary, based on the nature and complexity of the issue. Rest assured, our team is diligently working on your case and will provide you with an update.
Did not receive a confirmation email?
Please make sure to check your email inbox for a confirmation message that your ticket has been received. Be sure to check your spam, junk, or other folders, as our email may have been filtered there. You can find the ticket by searching for "udemy.com" in your inbox.
If you are accessing “Alex,” we recommend using your ticket number at the end of your conversation to search for your inquiry. If you cannot remember your ticket number, you can still find the ticket by searching for "udemy.com."
Updating your request
If you need to provide additional information or have further questions, please reply to the email sent to your inbox. Please avoid submitting multiple email tickets regarding the same issue, as this will help our team assist you more efficiently.
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How to Chat With "Alex", Udemy's Virtual Agent
Read articleThis article outlines how you can connect with Udemy Support’s virtual agent, “Alex”, and includes tips you can follow to help ensure you have a quick and productive chat!
Please note: currently, “Alex” can only be accessed while reviewing English, German, Portuguese, Spanish or Turkish articles in our Help Center. In the coming months, we plan to make the virtual agent available in all of the Help Center languages we support.
- Issues with the Contact Us button? Learn how to troubleshoot website issues on Udemy.com.
- For security purposes, if you’re accessing Udemy.com from a public or shared device, please be sure to log out of your Udemy account and close your browser to close the chat, when you’ve completed your learning experience.
Table of contents
- What is “Alex”?
- How to connect with “Alex”
- Chatting with “Alex”: Tips and best practices
- Having trouble accessing “Alex”?
- How can I change the language “Alex” is corresponding with me in?
What is “Alex”?
“Alex” is Udemy Support’s virtual agent that has been trained to quickly answer a wide range of questions you may have about Udemy, and to help resolve issues you may be encountering with our platform.
Please note that “Alex” is a virtual agent, powered by Ultimate, and is not human. If you need more help or can't find the solution during your chat, however, "Alex" can easily guide you through the process of sending an email ticket to Udemy Support. We will follow up by email as soon as we have an update available.
How to connect with “Alex”
You can begin chatting with “Alex” by clicking “Contact Us”. If you’re on a laptop or desktop while viewing the Help Center, “Contact Us” appears on the right-side of any article.
If you’re viewing the Help Center on a mobile browser, “Contact Us” appears at the bottom of the article.
Chatting with “Alex”: Tips and best practices
Here are some tips and best practices we recommend you follow to help ensure you have a quick and productive chat with “Alex”.
Enter your question or the issue you're encountering in just a few words. “Alex” is more likely to get confused and not understand questions that are lengthy and have extensive text.
Do not enter or paste a URL into the conversation unless you’ve been prompted to do so. Providing a URL (e.g. for a course, lecture or image) when one hasn’t been requested will likely confuse “Alex”.
Wait for “Alex” to respond to you and then select from one of the options presented if applicable. This will help prevent “Alex” from restarting or repeating the same question or statement.
If there are no options presented and “Alex” has asked you to provide more information or to enter another question, then please type your message. As noted above, we advise doing so with just a few words.
Having trouble accessing “Alex”?
If you are experiencing difficulties activating "Alex," please try refreshing the page. If the problem continues, clear your browser's cache and cookies.
If you are continuing to experience issues, please review our troubleshooting steps for website issues.
How can I change the language “Alex” is corresponding with me in?
As noted above, currently, “Alex” is only accessible while reviewing English, Portuguese, Spanish or Turkish articles in our Help Center, and the virtual assistant can correspond in any of those languages. The language “Alex” corresponds in is dependent on whether you are accessing the English, German, Portuguese, Spanish or Turkish version of our Help Center.
So, for example, if you click “Contact Us” while reviewing an article in Portuguese, “Alex” should correspond with you in Portuguese. If you wish to correspond with the virtual assistant in another language that is supported, simply change your Help Center language preference to the applicable language and start a new chat session by clicking “Contact Us”.