Chegg Customer Care: The Complete, Practical Guide

How to reach Chegg Customer Care (official channels only)

The fastest way to get help is through Chegg’s in-product chat and Help Center. Visit the Help Center at https://help.chegg.com/hc/en-us and select the product (Study, Writing, Math Solver, Textbooks, etc.). You’ll see context-specific options like “Contact Us,” “Start a chat,” or “Get support.” If you’re signed in, the system pulls your account details to speed verification and give you order-specific options such as refunds, returns, and subscription changes.

On desktop, you can also open chat via your profile menu by navigating to My Account and selecting Help. In the iOS/Android apps, tap Account or Settings, then Help to start a chat. Have your account email, order number (if you have one), and the last 4 digits of the payment method ready. The chat widget shows a live queue estimate; you can keep the page open and you’ll be notified when an agent joins. When your issue is resolved, you can request the transcript be sent to your email.

• Help Center: https://help.chegg.com/hc/en-us (product guides, live chat, contact forms)
• Official X (Twitter) support: https://twitter.com/CheggHelp (for quick triage and link to chat; do not share full account details in public)

Billing, subscriptions, cancellations, and refunds

Chegg subscriptions renew on a monthly cycle and charge the payment method saved in your account. Pricing can vary by country, promotions, and product bundles. As of 2024–2025, common U.S. price points are approximately: Chegg Study around $15–17/month; Study Pack (Study + Writing + Math) around $20–25/month; Writing or Math Solver as stand-alone tools around $10–12/month. Always confirm the current price and renewal date on the checkout page or under My Account → Orders/Subscriptions before you proceed.

You can cancel at any time from My Account → Subscriptions (web) or Account → Subscriptions (app). Most Chegg plans remain active through the end of the paid period after cancellation; access ends on the next renewal date shown in your account. If you paid via Apple’s App Store or Google Play, you must cancel in that store’s subscription manager; Chegg agents cannot cancel those directly. If a refund is approved, it typically posts back to your bank or card in 3–10 business days; time frames vary by issuer. Keep screenshots of renewal dates and confirmation emails—this speeds resolution of double charges, trial-to-paid transitions, or mistaken duplicate accounts under different emails.

Textbook rentals, returns, and print orders

For rentals and print purchases, go to My Orders to see due dates, return eligibility, and to download a prepaid return label. Chegg provides a prepaid carrier label (commonly UPS in the U.S.) for on-time rental returns—return shipping is typically free when you use the provided label. Pack books securely, include any original supplements that were part of the rental (unless noted as not required), and keep the drop-off receipt with tracking. You are responsible until the carrier scans the package; tracking updates in your Chegg order usually populate within 24–48 hours of carrier scan.

Return windows and late fees are set per order and shown on your My Orders page. The key rule is to ship on or before the due date displayed—Chegg uses the carrier scan date to determine on-time returns. If you need more time, check My Orders for extension options, which may add a per-day or per-month fee depending on inventory and demand. For print purchases (non-rental), return eligibility depends on condition and time from delivery; digital/eTextbook access is generally non-returnable once redeemed. If your book arrived damaged or incorrect, contact support within 48 hours of delivery with photos of the issue to ensure a quick replacement at no extra cost.

Academic integrity, content takedowns, and institutional requests

Chegg’s Honor Code governs the removal of content that violates academic integrity. If you are an instructor or institution requesting takedown of specific questions or answers, go to the Help Center and search for “Honor Code” to find the dedicated request form. Provide: the full URL(s), course and institution, why the content is unauthorized, and an email at your school domain for verification. Clear, specific URLs and context lead to faster outcomes than broad or general requests. For IP/copyright concerns, use the DMCA process via the Help Center and include the required statements under applicable law.

Students who believe content under their account was posted without authorization or who need to remove personally identifiable information should open a support chat and reference “Honor Code” or “privacy.” Agents will route the case to the correct internal team. Outcomes and timelines vary based on complexity and verification, but you’ll receive email updates as your case progresses.

Account access, security, and privacy rights

If you’re locked out, first try “Forgot password” on the sign-in page. For accounts with suspicious activity, Chegg may require a one-time code to your email or phone. If your email changed or you can’t receive codes, open a Help Center chat and be ready to verify ownership (recent billing details or order IDs). After regaining access, go to My Account → Security to change your password, sign out of all devices, and review recent activity. Use a strong password and avoid sharing your account—simultaneous use from multiple locations can trigger security challenges.

For privacy requests (access, deletion, or do-not-sell/share under GDPR/CCPA and similar laws), search “Privacy request” in the Help Center to submit the official form. You’ll be asked to verify identity; Chegg typically responds within statutory windows (commonly up to 45 days, extendable when allowed by law). Note that deleting your account removes access to past subscriptions, history, and stored solutions; consider exporting invoices or saving needed materials first.

What to prepare before contacting support

Having the right details ready shortens handling time and reduces back-and-forth. For subscription issues, note your plan name, next renewal date, and the last 4 digits of the card (or the app store used). For textbook questions, copy your order number, the ISBNs involved, and clear photos if you’re reporting damage or a mis-ship. For academic integrity requests, gather exact URLs and your institutional email.

• Identity and account: account email(s) you may have used, full name as on the account, and the mobile number on file (if any).
• Orders and billing: Chegg order ID, charge date and amount, card brand and last 4 digits, or Apple/Google Play subscription receipt.
• Technical issues: device, OS version, app version, browser and version, error messages, and timestamps (with time zone).
• Returns: carrier receipt with tracking number, label number, and drop-off date/time.

Escalations, timelines, and documentation

Most straightforward billing or access cases can be resolved in a single chat session. More complex requests (fraud investigations, privacy requests, institutional Honor Code cases) may require an escalation to a specialized team. When that happens, you’ll receive a case number by email—save it and reply within the same thread for the fastest follow-up. If you don’t see emails, check spam and add Chegg’s support domain to your safe senders list.

For monetary adjustments, once a refund is issued you’ll see a confirmation in your inbox and your Chegg billing history. Banks commonly post credits in 3–10 business days, while some debit/prepaid cards can take longer. Keep screenshots of the original charge and refund confirmation. If a return is in transit, share the carrier tracking ID so support can monitor it and preempt late fees if it was shipped by the due date.

Accessibility and additional assistance

Students using assistive technologies can ask support to provide instructions and resources in accessible formats. If you have an accommodation letter from your institution and need extended deadlines for returns or flexible verification steps, mention this upfront in chat so your case can be routed appropriately. Chegg’s Help Center also includes articles on accessibility features for its reading and writing tools.

If you’re supporting a student (parent/guardian) or representing a school, note that agents may need the account holder present (or written consent) before discussing account-specific data. For institutional partnerships and bulk licensing, use the Help Center’s “For institutions” path to reach the correct team rather than consumer chat, which focuses on individual accounts.