Why can't I contact Coursera customer support directly by phone or email? | Coursera Community
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Why can't I contact Coursera customer support directly by phone or email?

  • 24 April 2020
  • 45 replies
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I have an unauthorized charge for $49 from Coursera on my card.  I did not sign up for any paid courses and when I go to my account information, it shows no current courses or transactions.  I want to speak to someone in Billing, but I am unable to find any way to contact Coursera directly.  This is not acceptable.  Please provide me  with direct contact information immediately to rectify this unauthorized charge with your company.

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Best answer by GYJ 8 August 2020, 04:50

Thank you @Judith , it’s working! Here’s the page that I found this icon:

https://learner.coursera.help/hc/en-us/articles/360036160591-Get-Help-with-Coursera

 

Hopes that can help others who facing this issue.

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45 replies

Userlevel 2
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I have an unauthorized charge for $49 from Coursera on my card.  I did not sign up for any paid courses and when I go to my account information, it shows no current courses or transactions.  I want to speak to someone in Billing, but I am unable to find any way to contact Coursera directly.  This is not acceptable.  Please provide me  with direct contact information immediately to rectify this unauthorized charge with your company.

Hi Bazting,

Have you tried the Help Center ? If you cannot get through, I suggest you tag the Community Managers - Laura and Claire, and explain your situation. Message them if you don’t want to tag them in your thread. 

I wonder how Coursera got access to your credit card details? Check your profile for anything else suspicious and report it immediately.

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I have paid for a course in the past - that is how Coursera has my credit card information.  However, this recent charge was charged Friday and I am not taking any courses at the moment.  It also does not show in “My Purchases” in my account information in my profile.  

The Help Center just lists information on different FAQs.  It does not provide any way to contact Coursera directly to get help with specific issues.  

Userlevel 2
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Hi again Bazting,

I think it would be a good idea to remove your payment details from your profile account, that way any unauthorized payments cannot occur. Try to contact Coursera directly, there is a Contact Us button usually found near the bottom of page. You should definitely contact the Community Managers ( @Laura & @Claire ) for additional support and advice. Best of luck :grinning:

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Userlevel 2
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So, you haven’t been able to chat with anyone from the past five days? Wow! It does sound shady and illegal if Cousera is doing this. Another Learner posted about a similar experience of unauthorized payments. There may be a case of illegal activity you will have to pursue.

Also, I cannot read your reply on here, see below. Have you been muted / banned? 

 

 

 

@bazting please see what Laura just wrote about how to reach the Help Center. They are overloaded now so they just started a way for you to file a written statement.

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Having a similar issue. Started a course, did 2 weeks of it, got response from assignments and now when I go to my courses.. nothing in there. Want to either continue the course or make sure I will not be charged for it.

When I click contact us, asks me to log in which I do and nothing happens, every time it seems I'm logged off @Laura & @Claire . Can anybody help?

Userlevel 7

Hi @ALECAMPOS. Sorry to hear about the issue you’re having. I’m not sure why this is happening – could you please go to https://learner.coursera.help/hc/en-us and log in at the top right before clicking “contact us?” Then, go to an article and try clicking “contact us.” You might also try clearing your cache & cookies and then trying this again. If it’s still not working, please let me know – and if possible, could you share a screenshot showing what you’re seeing after you click “contact us” and nothing happens/you’re logged out?

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Hi @Laura 

Thanks for your answer.
Unfortunately the error persists.
When I click on the link you sent me and log-in the system sends me to the home page of the site.
On the home page I need to log-in again; after that - when I click on the help link I am sent to the home page.

Userlevel 7

Okay, @ALECAMPOS, thanks for letting me know. I’m sorry to hear it’s persisting. I’ve shared this feedback with our team so they are aware and will investigate.

You should hear from our support team shortly. Right now they have a lot of tickets because of the surge in Coursera learners – thank you for your patience!

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Hi @Laura , I enrolled in a course Digital Systems. But my assignments are locked because the session didn’t start. Can you please guide me to enroll in the previous session please?..

@Sai Prabhat , unfortunately we cannot enroll ourselves in previous sessions, however the Help Center will be able to do this for you.Please go there to solve your issue.

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I have an unauthorized charge for $49 from Coursera on my card.  I did not sign up for any paid courses and when I go to my account information, it shows no current courses or transactions.  I want to speak to someone in Billing, but I am unable to find any way to contact Coursera directly.  This is not acceptable.  Please provide me  with direct contact information immediately to rectify this unauthorized charge with your company.

The same happened to me today… :( can’t find any contacts in the website.

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Hi @Laura, In April I enrolled for a free course(https://inthecloud.withgoogle.com/training-discount/register.html) offered by Google. Today I got a mail that $49 has been charged from my credit card as the subscription. I didn’t get any mail prior to that informing about this transaction

I assume this is due to error in your side. Please provide the information how can I get a refund for this?

 

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Hi @ALECAMPOS. Sorry to hear about the issue you’re having. I’m not sure why this is happening – could you please go to https://learner.coursera.help/hc/en-us and log in at the top right before clicking “contact us?” Then, go to an article and try clicking “contact us.” You might also try clearing your cache & cookies and then trying this again. If it’s still not working, please let me know – and if possible, could you share a screenshot showing what you’re seeing after you click “contact us” and nothing happens/you’re logged out?

Why does coursera throw us into an infinite loop of articles? I tried every link that promised “help” or the ability to “contact” customer service. There is NOTHING. I think Coursera needs to take a course on customer service.

@advrac there is no doubt this is frustrating !

There are thousands of people here all needing help.Many times, if you find and read an appropriate article it will solve your problem. I guess this is their way of cutting the number of people down who really need help since some issues can be solved without help.


Don’t give up. Keep searching articles. When you get to the end of an article, you will see the blue “contact us” button. It’s not after every article, but it is after many of them. If you keep trying and scrolling through articles, you will find the button and be able to reach a live person.

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@Judith Thank you but I should not have to keep trying. Coursera is a business, I am a customer. I will simply go to their competitor. They will not change until people stop and move on.

@advrac you are hurting yourself by going to a competitor. Coursera has some of the best courses. I agree that it’s challenging to get help...but they are not alone. I tried to reach my bank for 30 minutes..tried to order from another company, took an hour to get through. Times are rough now everywhere. Companies are overloaded with people due to the pandemic. If you really want the courses you have selected then you will get them eventually, with patience. It shouldn’t take you too long to find that contact us button.

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@Laura     @Claire - I am having the same issue as @bazting in having been charged $49 per month for at least the last couple of months without having purchases or subscriptions from what I can see. I cannot find any relevant Help articles, ways to contact Coursera through e-mail / phone, etc to fix this issue.

Could you please help and/or investigate as soon as possible? I can’t afford to keep paying this amount right now.

 

Thank you

@shamir_tanna , please read this link. Then look for a contact us icon at the end of one of the articles so you can contact someone if needed. You might get your answer from the article, so, please read it first.

https://learner.coursera.help/hc/en-us/search?utf8=✓&query=Help+articles+about+payments+

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Thanks @Judith - I looked through those articles multiple times and could not find the answers when following the instructions. I contacted support and hope to get a response as soon as possible.

 

Thank you for your help

@shamir_tanna I am so glad you were able to contact support. You will get your help now. Thanks for letting us know too.

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I have an unauthorized charge for $49 from Coursera on my card.  I did not sign up for any paid courses and when I go to my account information, it shows no current courses or transactions.  I want to speak to someone in Billing, but I am unable to find any way to contact Coursera directly.  This is not acceptable.  Please provide me  with direct contact information immediately to rectify this unauthorized charge with your company.

I met the exactly same problem! I have got charged $49 for 4 times even I just take one course. I am eagerly contacting the staff of Coursera but no email address or phone number is accessible. The whole thing is just ridiculous. Does anybody know what is happening?

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Hi @Laura , I was charged for a course which I have already cancelled the subscription way before the free trial ended. I am eagerly trying to contact the support staff but I simply cannot find any numbers or email to resolve this issue. Would really appreciate to get some reply back on this issue as this is unacceptable. Furthermore, I cannot afford to continue paying for this course that I did not subscribed to.

 

@lxiinyi , please follow the advice I gave earlier in this thread. Read the article I linked you to, and you will find the “contact us” button so you can report this.