Frequently Asked Questions

Answer all of your questions

Purchases & Refunds

In the site menu, click Contact and tell us what happened.
Having trouble completing a purchase? Purchase attempts can fail for a variety of reasons: please have a look at some of the most common issues that can happen, when attempting to make a purchase on PersClass.

◆ Incomplete / Incorrect Name

Please ensure you are entering the first and last name of the card account holder, exactly as it appears on the card in the Name on Card field. If the name isn’t entered the same way, the purchase may be declined. For example, if the card account holder’s name reads John R. Doe, then John R. Doe must be entered, as shown below.
◆ International Purchases

Is the issuing country for your card different from your country of residence? If so, your card might not be approved. If you experience trouble using the card, please contact our support team and we can look into this for you.

◆ Saved Payment Method

Are you trying to purchase with a saved payment method? As an initial step, try deleting it and re-adding it to ensure the details are correct and up to date. For more information about how to do this, please refer to this article. You can also remove it from your PersClass profile by clicking here.

◆ Multiple IPs

Multiple IP addresses can trigger card authorization problems. We advise that you refrain from using a virtual private network (VPN) while making a purchase on Udemy, which may cause the transaction to fail.

◆ Postal Code Issues

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).

◆ Too Many Attempts / Card Usage in 24 hours

Some cards have usage limitations, and will automatically block payment attempts after a certain threshold has been reached. If you’ve used your card a lot in the last 24 hours, try contacting your bank, or waiting until the next day to make a purchase.

◆ CVC Code

Our payment processor only accepts numbers for this field. Please ensure you are entering numbers and that the code is correct, as listed on the back of the card.

◆ Rocketmail Email Addresses

Payment attempts from PersClass accounts tied to a Rocketmail address will not be accepted by our system. Please try changing your email address to a non-Rocketmail domain and try again.

◆ Cache Issues

If you're sure you're entering the right card number, but you’re seeing a notification it looks invalid, or the pay button isn't showing up, there may be a caching issue. Please clear your cache and try again. For instructions on how to clear your cache, please click here.

◆ Still Stuck?

Give us a message through the contact form below.
We will send you DHL tracking number. Checking DHL's tracking number is the the most reliable way to check the delivery time. Delivery time may vary depending on country you are living, but it usually takes about two weeks.

Video & Audio Issues

Case 1. Purchase was done, but the approval was not made

After you make a purchase, you must be approved to take the course from the instructor or the administrator. Most of the time, the approval is done automatically by the website, but sometimes the approval is not done automatically and manual approval is required by the administrator.

If you cannot take a course even though you made a purchase, then notify us via Facebook message so that we can make an approval ASAP. (We hope to solve this problem quickly so you can take the course.)

Case 2. How to find the course you purchased

After login, click Profile menu at the top of the website, and click Purchased under Courses tab. Then you can find the lecture you purchased.
If you bought a music sheet, an ebook, or a music album, then you should have 2 emails from PersClass in your account: The first is a purchase confirmation email, and the second is an email with a download link.

After you check the spammail box, you think received only purchase confirmation, then notify us via Facebook message so that we can resend you the product ASAP.
If you’re encountering issues while attempting to watch your courses on a browser, please try the troubleshooting tips below before contacting Support. Following th ese steps can resolve many of the common issues related to video playback.

Please note that a broadband connection with a minimum speed of 5Mbit or 800kbps is required to watch PersClass on your device.

◆ Streaming Issues (ie: the video keeps loading / buffering)

· Refresh your browser
· Quit your browser and re-open it
· Clear your browser's cookies and cache. Be sure to restart your browser before trying again
· Try a different browser, like Google Chrome
· Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot
· Ensure PersClass’ site cookie is enabled on your browser ([*.]persclass.com), as blocking this may result in viewing and navigation issues. Instructions on how to do this can be found here: Google Chrome, Firefox, Safari, IE
· Check your browser version and update it if needed
· Log out of PersClass and log back in
· Restart your computer and network devices (modems/switches/routers)
· Try a different device or computer if possible
· Turn off hardware acceleration (in Firefox or on Windows)
· Try lowering the video quality of the lecture
· Test your internet connection speed
· Try watching another PersClass course. If you’re only enrolled in one course, try watching videos in one of the many free courses on the marketplace
· Blank Screen

◆ Refresh your browser
· Quit your browser and re-open it
· Clear your browser's cookies and cache. Be sure to restart your browser before trying again
· Try a different browser, like Google Chrome
· Take a note of your browser extensions/plugins/firewall programs. Is there anything that could be interfering with the streaming of the videos? We recommend testing with an incognito window to troubleshoot
· Log out of PersClass and log back in
· Restart your computer and network devices (modems/switches/routers)
· Check your browser version and update it if needed
· Try a different device or computer if possible
· Turn off hardware acceleration (in Firefox or on Windows)
· No Audio

◆ Refresh your browser
· Quit your browser and re-open it
· Log out of PersClass and log back in
· Clear your browser's cookies and cache. Be sure to restart your browser before trying again
· Take a note of your browser extensions/plugins/firewall programs and adblockers. Is there anything that could be interfering with the audio? We recommend testing with an incognito window to troubleshoot
· Check to see if you’re encountering audio issues while viewing videos on other sites like Vimeo or YouTube. If you still can’t hear anything, check the sound settings on your device
· Check to see if other lectures in the course are producing sound

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