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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45 replies

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Hello, community center, 

I'm having the same problems as mentioned above with billing. I'm trying to find a way to contact an agent. please provide a link to a live chat or another way to contact a real person to talk to.  

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Hi, may I know anyone of you success to get the refund? I’m having the same problem,  my credit card have been charged for several months which I didn’t subscribe to a specialization. I did enrolled one of the course but it seems like it will automatically subscribe without any notification. It’s three times more I have been charged. However, help center’s page do not provide any chat box for me to reflect. @Laura   @Claire 

@GYJ , how frustrating! But I have learned through what people have said in this community that you CAN reach someone at the Help Center. The way to do it is to first log in there. Then search through some of their articles. Not every article will have this. You are looking for a small box, after the yellow thumbs up icon. In the box is a small envelope icon. It will say “contact us”. Press that and you will be able to communicate your problem. Please let us know if it worked so others can do this too.

@Aviram , @bazting 

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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.

@GYJ , fabulous! Thanks so much for giving us all the link too.

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Thanks Judith this worked for me. I have had the same issue with a monthly debit of $57 with nothing showing on my account page to reflect this. Everything shows no transaction and no subscriptions.

 

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@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.

Sorry, but the “contac us” button link me back to the help center, see:https://learner.coursera.help/hc/en-us/articles/360036160591-Get-Help-with-Coursera

and still cannot contact anyone to request for the refund

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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.

Could you please let me know how to get help from this link?

I fond the “contact me “ button, but everytime I tab on the button, I get this link again.

And these are all articels, how can I contact anyone through this link?

@wukeli , first lf all you must be logged in. If you are not, then you won’t be able to access anything. You log in on the top , just press that button. 
If you scroll down the link there is a sentence that says something like..”if you need further technical...e mail here”. If you press that link you should be able to e mail them.

If not, you need to find a “contact us” box. It can be found after many articles. You scroll to the end of the article where you see yellow thumbs up...to the right of that and a little further down you will find the contact box.
The articles are there because many people can solve their own issues without further help, so they want you to first read one. But since many people need further help, at the end of the article they have placed these contact us boxes.

You should be able to reach help this way. But again, you must log in. Let us know if this worked.

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JUST JUST JUST ...INVEST IN COSTUMER SUPPORT. EASY.

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hi @Laura , @Judith 

it is very difficult to get in touch with someone from the support team. Why is it not possible to open a ticket? It is clear from this thread that there is an issue with trying to reach for help.

I would like to have a refund for a course that I am not going to take. I had already decided that I would cancel it, but Coursera does not send a reminder before making a transaction on your card. So i got billed before I could even cancel it. I understand this is how you do it, but that is not fair especially when it is so difficult to get in touch with anyone at Coursera. 

Is there an email address we can send our complaints? How can I ask for a refund?

Best regards

Andre

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Hi @Laura @Claire 

The same happened for me.

I have been receiving and paying for an unknown subscription every month, which I don't use, for several months...

I tried to cancel the subscription. When I go on my Subscriptions, I can't find anything.

https://learner.coursera.help/hc/en-us/articles/216348123) (I tried to use this link but nothing appears in my subscription.)

Please help.

 

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 Duerer,

I managed to find a link to raise a ticket with them https://learner.coursera.help/hc/es/requests

I am not sure how fast they respond, but  it s worth trying it at this point.

Good luck

Andre

Hi @Laura @Claire 

The same happened for me.

I have been receiving and paying for an unknown subscription every month, which I don't use, for several months...

I tried to cancel the subscription. When I go on my Subscriptions, I can't find anything.

https://learner.coursera.help/hc/en-us/articles/216348123) (I tried to use this link but nothing appears in my subscription.)

Please help.

 

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 , @Judith 

it is very difficult to get in touch with someone from the support team. Why is it not possible to open a ticket? It is clear from this thread that there is an issue with trying to reach for help.

I would like to have a refund for a course that I am not going to take. I had already decided that I would cancel it, but Coursera does not send a reminder before making a transaction on your card. So i got billed before I could even cancel it. I understand this is how you do it, but that is not fair especially when it is so difficult to get in touch with anyone at Coursera. 

Is there an email address we can send our complaints? How can I ask for a refund?

Best regards

Andre

Hello Andre, go to any of coursera's help articles, below some article is an envelop-shaped icon written 'contact us', click on it and you'll be redirected to live chat with a customer care agent. (You may need to login with your details to access the icon). Hope this helps.

 

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Hi @Laura @Claire 

The same happened for me.

I have been receiving and paying for an unknown subscription every month, which I don't use, for several months...

I tried to cancel the subscription. When I go on my Subscriptions, I can't find anything.

https://learner.coursera.help/hc/en-us/articles/216348123) (I tried to use this link but nothing appears in my subscription.)

Please help.

 

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?

Hello Duerer,

go to any of coursera's help articles, below some article is an envelop-shaped icon written 'contact us', click on it and you'll be redirected to live chat with a customer care agent. (You may need to login with your details to access the icon). Hope this helps.

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The envelope-shaped icon simply logs a message to the JavaScript console and does not allow someone to email them. See image. There is a highlighted “here” that does  allow people to contact them. This is not acceptable, especially for billing concerns. 

 

@NoOneYouKnow , did you log in? If you don’t log in you won’t be able to contact them.

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Hi Judith,

Yes, I was logged in at the time. In fact, I was logged in at all times.

The point is that on that page (https://learner.coursera.help/hc/en-us/articles/360036160591-Get-Help-with-Coursera), the mail icon does not bring the reader to either a contact form, nor does it bring up a way to send an email message. Instead it refreshes the page. This is not expected behavior. As well, there is no direct link to contact Normally, “contact us” links take users to a page with a contact form, email addresses, phone numbers, mailing addresses, etc. This is violating all principles of UI/UX.

A search of the site shows that the ‘chat’ page no longer works and live chat is no longer available.

I’m paying for the yearly subscription for myself and another family member. This is not acceptable behavior on Coursera’s part. I’m beginning to be concerned that I may not be able to stop charges going through should I decide to cancel the subscription. 

@NoOneYouKnow ...try something else now. Look through a few articles in the Help Center. if you scroll to the end of an article, you will see a yellow thumbs up sign. Right after that, on my computer it’s to the right, you’ll see a small box with a little envelope icon in it. It says “contact us.“ Press that contact us box and you will be able to reach someone. Sometimes, these little contact us boxes are not at the end of every article. You have to look through a few articles to find one. But they are there, and according to what people say here, have worked.Please try that and let us know if it worked.

Userlevel 7

Hi @Judith, thanks for sharing these suggestions. Right now there seems to be an issue with the Contact Us button so the usual process isn't working for some people. @Jose A has shared a working link in response to your other post, @NoOneYouKnow. Please see that reply here: 

I’m closing this thread to new replies as the original post is from April 2020. I want to make sure that any new issues aren’t lost in an older thread.

If you have come across this thread after it has been closed, please do a search on www.coursera.community to see if there’s a more recent thread related to the specific issue you’re having. If you don’t find one, please feel free to start a new topic!