Payment & Purchasing Issues

  • Troubleshooting Website Issues

    This article shares general troubleshooting steps to take if you are experiencing website issues with Udemy.com. 

    Website issues can include a page not loading while using the shopping cart, a button not working when trying to access an existing course, an issue with the “Contact us” button, or seeing an error page on Udemy.com like below.

    Why is Udemy not working?

    If you are experiencing some issues with our website, please try the troubleshooting steps below. We recommend searching online for instructions on how to complete these steps for your specific device and browser.

    1. Please view the Udemy status page and Help Center for any site-related issues. 

    2. Check that your device’s browser and operating system meet the Udemy System Requirements.

    3. Ensure your browser is updated to the latest version.

    4. Access your account in a different browser. If the problem doesn’t occur, the issue is likely isolated to the first browser. If you contact us, please let us know which browsers you tried.

    5. Login to your account from a private or incognito window. An incognito window will turn off extensions and add-ons that may interfere with Udemy Business. If private browsing fixes the problem, continue following the steps below to resolve the issue for your browser.

    6. Try to clear your cache and cookies. Be sure to restart your browser before trying again.

    7. Disable browser extensions that might be interfering with your site.

    8. If you have other devices or connections available, such as another computer or wireless network, try logging in to your Udemy account from that device or network. If you don't have the same problem, the issue may be related to the first device or network.

    More troubleshooting support

    For more specific troubleshooting, please view the following resources:

    • Payment failures: Troubleshooting if you are unable to complete your purchase
    • Missing course: Instructions if you are having trouble finding your course after purchase.
    • Login issues: Troubleshooting when signing in to your Udemy account or resetting your password.
    • Audio and Video issues: Troubleshooting instructions for your browser or the mobile app.
    • Other issues: View all troubleshooting resources for course-taking and payment issues.

    Still need help?

    If you’ve tried all of the steps above and you’re still having trouble, please contact our Support Team with a screenshot or screencast of the issue, your browser version, and your operating system. 

    For a quicker resolution time, please let us know any information from the above steps you have tried to diagnose the issue.

    Read article

  • Purchasing on Udemy in India With UPI & Mobile Wallets

    This article outlines what you should do if you encounter issues while attempting to use UPI and mobile wallets to make purchases on Udemy in India.

    Using UPI or mobile wallets to make purchases in India

    In addition to our other payment methods, eligible learners located in India can make purchases on Udemy using India UPI or mobile wallets.

    If one of these payment methods is available to you in your region, you will see the option to use it during the checkout process. After selecting the payment method you wish to use, follow the steps as directed to complete your purchase.

    I’m having trouble completing my payment. 

    If you're receiving an error message on the Udemy checkout page and are unable to complete your purchase, review how you can troubleshoot payment failures.

    I can’t find my course(s) after using UPI and mobile wallets to complete my purchase. What should I do?

    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.
    1. Check to see if your transaction is listed as a temporary authorization hold or a pending purchase. 
      • Please note that you will receive a mobile confirmation from the payment provider for the transaction; however, the payment may not have been completed yet. In these cases, the course(s) will not be added to your Udemy account until the payment has been successfully completed and we have received an official confirmation. Learn more about temporary authorization holds and pending purchases.
    1. If funds have been withdrawn from your bank account for a transaction that is neither a pending purchase or temporary authorization hold, please have your bank provide a letter confirming that you have been charged.
      •  A verification letter from your bank is required in order to escalate the issue with the applicable payment provider, as copies or images of bank statements are not accepted. Please include the verification letter in the ticket that you submit to Udemy Support. 
    Read article

  • Temporary Authorization Holds and Pending Purchases

    After attempting to make a purchase on Udemy, you may notice a charge in your banking information, even though no new course(s) are accessible in your Udemy account. Typically this is the result of a temporary authorization hold or a pending purchase.

    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?

    A temporary authorization hold is initiated by the payment processor on their end to verify that your card is active and that enough funds are available for the purchase. As a result, you may temporarily see a charge for the Udemy purchase you attempted to make, even though the transaction was declined and no course(s) were delivered to your account.

    • 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 in fact 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.

    Example of a temporary authorization hold

    1. A learner attempts to make a purchase. 
    2. They are notified during checkout that the purchase was not successful.  
    3. Despite the payment failure, a charge for the transaction appears in their banking information (temporarily).  
    4. 2- 4 business days later, the temporary authorization hold is removed and the funds are no longer held.

    What are pending purchases? 

    “Pending” purchases occur when the payment processor is still attempting to finalize the transaction. When this happens, a payment attempt will be listed as a “Pending” purchase in your Udemy account’s Purchase history. 

    “Pending” purchases may occur even though a charge for the purchase is listed in your banking information, and even though during checkout, the system indicated the transaction was successful.

    • 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. 
    • If the payment processor is unable to finalize the transaction, the “Pending” status will be removed and the course(s) will not be delivered 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.

    When a transaction for a pending purchase is ultimately declined, it typically takes around 2 business days before the learner receives a notification from their payment provider. 

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

    Example of a pending purchase

    1. A learner attempts to make a purchase 
    2. They are notified that the transaction was successful, but they are unable to access their course(s). The purchase is listed as “Pending” in their Purchase history. 
    3. Approximately 2 days later, the learner is notified by their payment provider that the payment failed. 
    4. The “Pending” purchase is removed from their Purchase history.
    Read article

  • Troubleshooting Payment Failures

    If you're receiving an error message on the Udemy checkout page and are unable to complete your purchase, this article explains how you can resolve payment failures.

    Troubleshooting Steps

    Quick troubleshooting

    Troubleshooting by display message

    Troubleshooting by payment method

    Troubleshooting by other issues

    Quick troubleshooting

    Basic troubleshooting steps

    Below are some basic troubleshooting steps to resolve your issue. For specific issues, please refer to the appropriate sections below. 

    1. Using a different payment method: Please try using another one of our accepted payment methods to resolve this issue. 

    2. Check the Udemy Status page: You can check the Udemy status page and Help Center for any site-related issues, which may be impacting your payment. 

    3. Contact your bank: Please try contacting your bank for payment assistance.

    Please note: Udemy is not able to remove any restrictions that your card’s issuing bank has enabled.

    If you are still experiencing issues, refer to the sections below for more information.

    Seeing a charge in your account?

    If your payment cannot be processed but you still see a charge in your payment method account, learn when temporary authorization holds should be removed.

    If your payment was successful but you cannot find your course, learn how to find your missing course.

    Pending status

    If you see a Pending status in your account, learn when pending purchases will be finalized.

    Troubleshooting by display message

    Included below are troubleshooting instructions based on the display message you may have received when experiencing a payment issue.

    Try with a different payment method

    We recommend using another one of our accepted payment methods to resolve this issue. 

    If you have tried multiple methods and are still experiencing issues, please contact your bank for assistance.

    Please note: Udemy is not able to remove any restrictions that your card’s issuing bank has enabled.

    Make sure your card can be used

    Please ensure that your payment method is supported on Udemy.com. 

    If you are having issues with one payment method, we encourage you to try another one of our accepted payment methods. Otherwise, please contact your bank for assistance.

    Please note: Udemy is not able to remove any restrictions that your card’s issuing bank has enabled.

    Issues connecting to payment provider

    For issues connecting to our payment provider, we recommend trying to make a purchase again later. You can check the Udemy status page and Help Center for any site-related issues. 

    If you are still experiencing issues and there are no issues on the status page, please review our troubleshooting steps for Udemy.com.

    Sufficient funds

    Please ensure you have enough funds in your payment method for your course. If you are still having trouble, please contact your bank for assistance.

    Please note: Udemy is not able to remove any restrictions that your card’s issuing bank has enabled.

    Complete required fields

    If you see a message to enter all required fields or complete the required steps, please double-check that you’re entering the correct details and that your payment method is up to date, using the steps below.

    If you are still experiencing issues, please review our troubleshooting steps for Udemy.com. 

    name_on_credit_card.png

    1. Name on card should be entered the same as on the card. 

    • For example, if the card account holder’s name reads John R. Doe, then John R. Doe must be entered, as shown below.

    2. Security code should be entered exactly as appears on the card

    3. Expiry date should be valid at the time of purchase.

    4. Zip code or postal code: If you see an error, please contact your bank to ensure they have the right one on file. 

    • If Zip codes are not applicable in your country and you still see this option, please try entering all zeros (00000).

    Complete payment authentication

    Some payment methods require additional authentication. This may include 3D Secure Authentication, password verification, or mobile in-app confirmation. 

    If you see a message to complete the required authentication steps, please review your payment method’s verification process and ensure you have completed all required steps. If you are having issues, please contact your bank for assistance.

    Please note: Udemy is not able to remove any restrictions that your card’s issuing bank has enabled.

    Cancelled payments

    If you received a message that you canceled your payment, please retry making a payment. Or, try using another one of our accepted payment methods.

    Seeing a charge in your account? Learn about when our temporary authorization holds will be removed.

    Security reasons

    If your message states to try another payment method for security reasons, please make your purchase using one of our accepted payment methods.

    If you're having issues, please contact your bank for assistance. Udemy is not able to remove any restrictions that your card’s issuing bank has enabled

    Troubleshooting by payment method

    If you are having issues with one payment method, we encourage you to try another payment method. Please ensure that your payment is supported on Udemy. 

    If you are having issues with one of the following payment methods, please review the additional information below.

    Using the App Store?

    Please contact Apple Support directly for assistance if you encounter an error while using their platform.

    Using the Google Play?

    Please contact Google Play Support directly for assistance if you encounter an error while using their platform. 

    Using PayPal?

    Please contact PayPal Support directly for assistance if you encounter an error while using their platform.

    Using UPI or Wallets?

    Review instructions if you encounter issues while using UPI or Wallets.

    Using Boleto Bancário?

    After the Boleto is paid, it generally takes one business day for the course to be delivered to your Udemy account (Learn more).

    Using Oxxo?

    Once Udemy receives confirmation that the payment has been completed, your course(s) should be available in your account within 24 hours.

    Review our frequently asked questions for using Oxxo on Udemy.

    Using Buy Now, Pay Later?

    Review frequently asked questions regarding Udemy’s buy now, pay later options.

    Troubleshooting by other issues

    If you are still experiencing issues, please review some of the other common troubleshooting issues below.

    Using VPN

    We advise that you refrain from using a virtual private network (VPN) when making a purchase on Udemy. Multiple IP addresses can result in authorization problems and failed transactions. 

    Using .rocketmail

    Do not use 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.

    Incorrect currency

    Review our frequently asked questions regarding currencies on Udemy.

    Read article

  • How to Find Your Missing Course

    If you've enrolled in a course and it’s not located 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. 

    Looking for courses you tried purchasing through the Udemy mobile app? Please review the articles below.

    Table of contents

    Reviewing recent purchase attempts at Udemy.com to find your missing course

    If you recently attempted to purchase a course while accessing Udemy.com on a browser, but don’t see the course in your My learning section, please follow the steps below.

    1. Confirm whether the purchase was successful

    • 1.1. Check that you received a confirmation email for the course purchase: A confirmation email from udemy@email.udemy.com will be sent to the email address registered to your Udemy account when you successfully purchase a course. Be sure to also check your junk mail folder.
    • 1.2. 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 you don’t see a confirmation email in the email account you were expecting to see it, and there is no record of the purchase in your banking information, this very likely indicates the purchase was not successful. 

    2. Is there a record of a transaction? Then please follow these steps next:

    • 2.1. Is the transaction a temporary authorization hold or pending purchases? After attempting to make a purchase on Udemy, you may notice a charge in your banking information, even though no new course(s) are accessible in your Udemy account. Typically this is the result of a temporary authorization hold or a pending purchase. Learn more.
    • 2.2.  Are you logged into the correct Udemy account? If you don’t see a confirmation email in the email account you were expecting, but there is a charge appearing in your banking history, this could indicate you purchased the course while logged into Udemy with a different email address. Or, it could indicate that your account was created with an email address that had an accidental typo.  

    Finding courses you previously started or confirmed were in your Udemy account

    If you don’t see a course you previously began or saw in your My learning page, please check the Archived section of your account. If the course isn’t located there, confirm you’re logged into the correct Udemy account. 

    Please note that on rare occasions, a course may be removed from the Udemy platform. Learn more.

    Having trouble redeeming or finding your Udemy gift?

    Learn more about redeeming your Udemy gift and what to do if you can’t find the gift’s email notification.

    Read article