• How to Resolve Multi-factor Authentication (MFA) Issues With Your Account

    This article outlines steps you can take to resolve common issues you may encounter regarding Udemy’s multi-factor authentication (MFA) feature.

    MFA issues

    How to locate your MFA verification code

    When MFA is enabled, a 6 digit verification code is sent to the email address that is registered with your Udemy account. If you can’t locate the email containing the verification code, please follow the troubleshooting steps below:

    1. Ensure that you’re checking the email account that is associated with your Udemy account/login. Learn how to check what email address is registered to your Udemy account.
    2. If you can’t find the code delivered to your email inbox, we recommend checking the “Spam” folder or “All Mail” folder in your email client.
    3. Use the search function in your email client to find a message from no-reply@e.udemymail.com (this is the address the 6 digit code is sent from). Additionally, you can search for the subject line “Here's the 6-digit verification code you requested”
    • We also recommend marking no-reply@e.udemymail.com on a safelist, using your email provider’s instructions to help ensure you receive the email moving forward.

    Note: If you are able to locate the code, keep in mind that it may have expired. You may need to attempt logging again at Udemy.com for a new code to be sent to you. 

    How to resolve the “code used before” error 

    If you encounter the MFA login error message “This code has been used before. Please wait for a few minutes and retry with another code”, please do the following.

    1. Ensure that your login attempt and the 6 digit code retrieval is done from the same device and browser. 
    2. Try logging in again and initiate having another code sent if you haven’t already done soo. Please make sure that it has been at least 5 minutes since the last attempt.
    3. After receiving the email with your 6 digit verification code, please be sure to use the most recent code that was sent (you should see that it was sent only a few minutes ago). Enter this code where prompted in the designated space on Udemy.com.

    How to resolve the “maximum attempts reached” error 

    If you encounter the MFA login error message “You've reached the maximum number of attempts. Please wait and retry with a new code,”  please follow the steps below.

    1. When the maximum number of attempts is reached, there is a temporary lockout period. You will need to wait at least one full hour since your last login attempt.
    2. Ensure that your login attempt and the MFA code entered are retrieved from the same device and browser.
    3. After the hour has passed, reattempt login, or click to “Resend Code” from your previous attempt.
    4. After receiving the email with your 6 digit verification code, please be sure to use the most recent code that was sent (you should see that it was sent only a few minutes ago).
    5. Enter this code where prompted in the designated space on Udemy.com

    Issues with the captcha prompt 

    When attempting to apply your verification code, if your browser prompts you with a “Captcha” prompt that can’t be resolved, please take the following steps: 

    1. Confirm that you are not using a VPN 
    2. Ensure that you are using the same browser/device for each step of the multi-factor authentication login process (logging in, accessing the code, and entering the code). For instance, if you start the login process from your laptop, but use the MFA on a browser on your phone, that will not work.
    3. Attempt logging in using an incognito or private browser window (again, using the same browser window for each step of the multi-factor authentication login process).
    4. Confirm that any browser add-ons or cookie-blocking scripts are disabled.
    5. Clear cache and cookies for your browser for Udemy.com

    Do you still need help?

    If you’re unable to resolve your MFA issue following the troubleshooting steps listed above, please contact Udemy Support.

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  • Enabling Multi-factor Authentication (MFA) For Your Account

    You can further enhance the security of your Udemy account, and help prevent unauthorized access, by enabling our multi-factor authentication feature (MFA). 

    This article outlines how you can enable the MFA feature and log into your account.

    Please note that currently, not all student accounts have the MFA feature available. Our team is working, however, to enable MFA for more accounts in the coming weeks.

    What is multi-factor authentication (MFA) ?

    MFA requires a person to use more than one form of verification to access an account, usually by "knowing something" such as a password and by "having something" such as a verification code. MFA can greatly reduce identity theft and unauthorized access to sensitive information in your account. 

    How can you enable MFA for your Udemy account?

    Learners can enable MFA for their Udemy account by navigating to their Account settings and toggling the feature to on. Please note: enabling the feature will sign you out anywhere you are currently signed in.

    enable_MFA_in_account_settings.png

    How to log in with MFA

    When MFA is enabled for your Udemy account, then you may be required to follow the steps outlined below, when logging in.

    1. After you enter your account’s email address and password while attempting to log into Udemy, you may be notified that a code has been sent to your inbox. 
      • The code will be sent by Udemy to the email address you have registered for your Udemy account.  Learn how to check what email address is registered to your Udemy account.
      • If you do not see the email in your inbox, please be sure to also check your junk mail folder. 
      • Note: the code will be valid for 5 minutes. If you don’t receive the code or require that another one be sent, click Resend code on the log in page.

           2.  Next, enter the code you were sent to complete your log in. 

    Troubleshooting

    Review troubleshooting steps you can take to resolve common issues regarding Udemy’s multi-factor authentication (MFA) feature.

     

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  • How to Change or Reset Your Password

    This article explains how you can change the password for your Udemy account, and request a reset password email if you have forgotten it.

    How to reset your password

    If you can’t remember the password for your Udemy account, you can request a reset password email from the login page:

    1. Move your cursor to the top right of Udemy's homepage, then click on Login
    2. Click Forgot Password
    3. Enter your email and click the I'm not a robot box
    4. Select the correct images and then click VERIFY
    5. Next, click on Reset Password
    6. Check your inbox for the reset password email and complete the steps to change your password

    forgot_password.jpg

    Can’t find the reset password email? 

    If you do not receive the password reset message within an hour, please check your spam folder. Also, please be sure the no-reply@e.udemymail.com email is added to your safe sender list. 

    How to change your account’s password

    ​You can change your password at any time by doing the following:

    1. After you log into your Udemy account, navigate to your account settings page.
    2. Enter your current password, your new password, re-type your new password, then click on Change Password. Review guidelines on how to create a strong password

     

    change_password_from_account.jpg

    Did you sign up for Udemy using the Apple, Facebook or Google option?

    When you sign up using the Apple, Google or Facebook option, no password is created for your Udemy account. If you wish to create a password for your Udemy account and log in with the same email address that’s registered with Apple, Google or Facebook moving forward, please follow the steps outlined above to reset your password. 

    You can access the email address that is registered for your Udemy account in your Account settings.

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  • Keeping Your Account Secure

    Udemy has security protocols in place to help keep your account secure, but there are several things you can also do to protect your account, and dramatically reduce the likelihood of it being compromised.

    Create a Strong Password

    Choosing a strong and unique password is an extremely effective way to protect your account and prevent unauthorized access. While selecting a password for your account, we strongly recommend you consider the following:

    • If you’re selecting a password while accessing Udemy on a browser, passwords must be at least 6 characters long.  If you’re creating a password while using the Udemy mobile app, it will need to be at least 8 characters in length.
    • Remember that longer passwords are always better since they are harder to crack.
    • The best passwords are longer and contain a mix of letters, numbers, symbols (e.g. #, !, &), uppercase and lowercase letters.
    • Passwords should be unique to you and should not contain
      • Sequential letters or numbers (e.g. abcdefgh, 12345678)
      • Repeating letters or numbers (e.g. dddddddd, 88888888)
      • Words that are commonly used in the dictionary or across the internet
      • Words related to our site (e.g. “udemy”)
      • Your own name or email address, or words you might use on your social media accounts like your location or favorite team
      • Don’t use obvious numbers (for example, don’t use numbers that are in your birthday or phone number)
    • Create a unique password for each account and service you have, rather than using the same password for each site, especially if there have been security breaches with those passwords. This way if one of your accounts is compromised, then that password cannot be used to gain access into your other accounts.
    • Rather than creating your own complex password, use a browser plug-in, system keychain, or third-party password manager to create and store complex passwords.

    Change Your Password Periodically

    We also recommend changing your password periodically, as this is another great way to keep your account secure. When you do change your password, we recommend creating a new one, rather than using a password you’ve already used.

    Learn how you can change your account’s password.

    More Tips to Protect Your Account

    In addition to selecting a strong and unique password, there are several other simple ways you can protect your account, and greatly reduce the likelihood of it being compromised.

    • Enable MFA for your account.
    • If you’re accessing your Udemy account from a public or shared device, be sure to log out of your account when you’re finished studying.
    • Always log in at https://www.udemy.com/. Check the URL of the page before you enter your login info if you're unsure. In addition, you can also type https://www.udemy.com/ directly into your browser.
    • Do not write down or store your password in your files or online accounts.
    • Do not share your Udemy account or account credentials with others.
    • If a computer or mobile device you used to access your Udemy account is lost or stolen, use another device to initiate a password reset email. Learn how to reset your password.​

    For information on what steps you should take if you believe your account was compromised, please review this troubleshooting article.

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  • Compromised Accounts: Troubleshooting & Help

    This article includes common explanations for mistaking that a security breach has occurred, as well as steps you can take to secure your account, if you believe it has been compromised. 

    Common reasons for mistaking that an account is compromised 

    • I can't login: is it possible you’ve forgotten your password? Or that you’re entering the wrong email? You can initiate a password reset by following these steps.
    • I received an email from Udemy saying my password has been reset, but I didn’t request a password reset: as a means to help ensure the security of accounts,  password resets may be initiated by Udemy. The email will explicitly state that Udemy has reset your password as a precautionary measure, and this does not indicate that your account has been compromised. When Udemy initiates a password reset we send a notification from the following email address: no-reply@e.udemymail.com

    udemy_change_your_new_password.png

    • I can’t find my courses: could you have created more than one account by accident? This article includes troubleshooting steps you can take to locate your missing courses.

    Reasons to take further action to secure your account

    • You received an email from us that your email has been changed and you didn’t change it.
    • You received a notification that your account’s password has been changed and you didn’t change it  (note: this is different from a password reset notification from Udemy that is explained above).
    • Your account information has been changed but you didn’t change it (ie: your name, new credit cards were added, etc.) 
    • You’ve received notifications for purchases on Udemy that you didn’t authorize. 
    • Other activity was attributed to you in your account that you didn’t initiate (ie: direct messages, Q&A comments etc.). 

    If you have seen or have been notified of any of the above, then please do the following:

    • Immediately request a password reset email by following these steps. If you do not receive the password reset message within an hour, please check your spam folder. Also, please be sure the no-reply@e.udemymail.com email is added to your safe sender list. If you do not receive a password reset email, and are unable to set a new password, then please contact Udemy Support
    • If the email address you have registered with Udemy has been changed in your account, and you can’t initiate a password reset, then immediately contact Udemy Support
    • Make sure the email address you registered with Udemy is secure.
    • If you have received notifications of unauthorized purchases on Udemy, please contact Udemy Support as well as your financial institution or credit card company

    Keeping your account secure

    Udemy has security protocols in place to help keep your account secure. Accounts can become compromised, however,  if an individual has gained access to your login credentials through fraudulent activities, like for example, a phishing scam.

    For tips on how to keep your account secure, please click here. 

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