Udemy handles learner support through its Help Centre rather than by phone. There is no published customer support telephone number for learners, and no published live chat queue.
How to reach a person
Need | Where to go |
General support request | The Contact Us button inside any Udemy Help Center article. On desktop it sits to the right of the article, on mobile at the foot of it |
Guided help and email ticket | Alex, Udemy’s virtual agent, which opens from Contact Us for Help Center users in English, German, Portuguese, Spanish and Turkish, and can raise an email ticket to the support team |
Direct ticket | Submit a request |
Refunds, receipts and billing | Your Purchase history page inside your account |
Certificate problems | The trophy icon above the course player, then Get Certificate |
Udemy states that its team aims to respond as quickly as possible and that response times vary depending on the nature and complexity of the issue. It publishes no service level or support hours, so treat any specific response time quoted elsewhere as unofficial.
When you open a request, have ready the email address on your Udemy account and, where the problem concerns a specific course, its URL in the www.udemy.com/course/name format. Supplying both up front avoids the usual round trip.
Refunds, step by step
Refund requests are self-service and do not need an agent.
- Open Purchase history in a browser.
- Find the course and select Request Refund. You can also start this from the three-dot menu inside the course player under My Learning.
- Choose whether the money returns to your original payment method or to Udemy credits.
- Pick a reason, add a short description, and submit.
- Track the status in Purchase history and wait for the confirmation email.
Refunds to credits are processed as soon as the request is approved; refunds to a payment method take longer. Requests cannot be submitted in the mobile app, so log in to the mobile website in a browser instead.
Udemy may decline a request if the course was substantially consumed or downloaded first, if the same course has been refunded previously, or if an account shows a pattern of excessive refunds. Some payment types are refunded as Udemy credits only rather than to the original method: Apple App Store purchases, Boleto Bancário, Pix, Oxxo, Alfamart and Indomaret, and selected bank or cash transfer methods. Credits themselves cannot be refunded, transferred between accounts, or cashed out, and Udemy states they expire according to a schedule set by local unclaimed property law, typically in the range of three to five years.
Payment problems
Udemy accepts Visa, MasterCard, American Express, JCB and Discover cards, including prepaid cards, PayPal in most countries, and Udemy credits. Regional methods include UPI and digital wallets in India, Boleto Bancário and Pix in Brazil, Oxxo in Mexico, and Apple Pay, Google Pay, Afterpay and Klarna in the United States. Availability depends on your account country, and the checkout page shows what is live for you. If a method is missing at checkout, it is usually due to a country restriction rather than an error.
Cancelling a subscription
Cancel from the Subscriptions page in your account. Access continues to the end of the period already paid for, and there is no pause option. If you took a promotional free trial, cancelling before it ends avoids the charge. Subscriptions bought inside the iOS or Android apps are governed by Apple’s and Google Play’s own policies, so cancel those through the app store account that took the payment.
Where to report a problem with an offer
A code that fails is almost always an expired or fully redeemed instructor coupon rather than a fault in your account, and Udemy Support cannot reinstate one. Contact Udemy directly when the problem is a charge, a missing course, a gift email that never arrived, or a refund that has not appeared. Report a broken or misleading listing on this page to CouponFlint instead, and we will re-check it.