• Temporary Authorization Holds and Pending Purchases

    After attempting to make a purchase on Udemy, you may notice a temporary authorization hold in your banking information or a pending purchase listed in your account’s Purchase history

    This article explains what temporary authorization holds and pending purchases are, and when they should be removed from your banking information or purchase history. 

    What is a temporary authorization hold? And why do they happen?

    If you had a payment attempt declined while trying to make a purchase on Udemy, you may see a temporary authorization hold in your banking information. This can happen, for example, if there was an interruption in the connection during payment. 

    The charge you see in your statement is actually a temporary authorization hold that the payment processor initiates on their end to verify that your card is active. 

    • Authorization holds are not actual charges and will be reversed after the payment processor gets a response from your bank. 
    • When a temporary authorization hold is applied, the course you attempted to purchase will not be added to your Udemy account, since the purchase was not finalized. 

    When will the temporary authorization hold be removed?

    Generally speaking, it takes 2-4 business days before the temporary authorization hold is removed; however, depending on your financial institution, it may take up to 30 days.

    If it’s been over 30 days and you believe you were in fact charged for the purchase, and the course has not been added to your Udemy account, please have your financial institution provide a letter confirming that you have been charged and submit it to Udemy Support. We’ll be happy to help.

    What are pending purchases? 

    In some cases, a payment attempt will be listed as a “Pending” purchase in your Udemy account’s Purchase history, even though a charge for the purchase is listed in your banking information. This can occur when the payment processor wasn’t able to finalize the transaction yet.

    Once the payment processor is able to verify the card and process the transaction, the “Pending” status will be removed and you will receive a confirmation email of enrollment from Udemy. The course(s) will also be added to your Udemy account. 

    When will the pending purchase be finalized?

    Generally speaking, it takes approximately 7 business days before pending purchases are finalized; however, depending on your financial institution, it may take up to 30 days.

    If it’s been over 30 days and the pending purchase still hasn’t been finalized, please contact your financial institution.

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  • Troubleshooting Failed Payments

    If you've incurred an error while attempting to make a payment, and can’t complete your purchase, this article explains common reasons for failed payment attempts and how to prevent them.

    Common reasons for failed payments and how to prevent them

    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.

    enter_correct_name.jpg

    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 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. 

    Temporary authorization holds and pending purchases 

    After attempting to make a purchase on Udemy, you may notice a temporary authorization hold in your banking information or a pending purchase listed in your purchase history. 

    Still encountering issues? 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 details regarding why a payment is declined, we recommend contacting your financial institution directly.

    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 Find Your Missing Course

    If you've bought a course and it’s not showing up in the My learning 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 through the Apple App Store or Google Play, and are unable to find it, please review the articles below.

    If you don’t see the course you purchased on the My learning 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 review our 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 and provide the information that’s requested in the form.

    Did you try purchasing a course using Pix and are unable to find it? 

    Review answers for frequently asked questions we receive regarding Pix.

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