Duolingo Customer Service Issues

Hello, I currently reside in California, USA. I am interested in prepaying for one year of Duolingo Plus for someone in Venezuela who is eager to learn English. This individual has already been using the regular Duolingo program, and their email on file should be [redacted] I would like to make the payment with a U.S. credit card to ensure he can access the system in Colombia and Venezuela, where he is currently traveling. I prefer not to share my credit card information directly, so please advise on how I can pay Duolingo directly. Thank you.

Dear Duolingo team, I regret to inform you that Ann MacLeod passed away on September 15th. Her absence from Duolingo is due to her unfortunate demise. Ann took great pleasure in learning Spanish on your platform, especially since we had plans to vacation in Spain next year. She lost her battle with cancer after a brief illness. Her family and friends, as well as myself, deeply miss her presence. Thank you for providing her with enjoyable learning experiences. Sincerely, John

I am experiencing frustration as I am not receiving the expected amount of XP when finishing stories in the DuoLingo app. Despite being told I would earn 28 XP for a completion, I am only getting 5 XP. This pattern has continued with most stories only granting 5 XP this week. Currently at SET 65, I am unable to progress further without completing [redacted] LESSONS. Feeling hindered by this XP discrepancy, I am worried about my competitiveness in the program. It seems like a specific issue affecting me, as I haven't heard of others experiencing the same problem. Best, Maida J.

On December 30, [redacted], I, David C., currently have Scottish Gaelic lessons. I noticed a charge of $83.00 on my card for another year of service, which I did not wish to continue. I was not informed about this charge in advance. I no longer require your service and would like a refund of the charge promptly. As I am unable to reach you by phone, I have instructed my bank not to authorize the charge. David R. Coey

Hello, I'm Lina. On December 30th, I attempted to download Duolingo to prepare for my college exam. After successfully downloading it with a coupon, I encountered an error message stating that my Windows version was outdated. I was unaware that a higher Windows version was required, so I upgraded to Windows 10. However, even after the upgrade, the same error persisted. Despite resetting my computer, the issue persisted and I was unable to utilize the coupon which expired on December 31st. The University suggested contacting Duolingo for a resolution as they were unable to provide a new coupon. I kindly request Duolingo to consider issuing a new coupon as a replacement for the invalidated one.

I've completed almost [redacted] days of Duolingo French on my laptop. I purchased a tablet for travel so I could continue using Duolingo, but I've been unsuccessful in transferring my account. Instead, I ended up with a new account from the beginning. My username could be [redacted], [redacted], or [redacted] (someone else set it up for me). The password is likely Cockerpoo1*. I would appreciate simple instructions on how to use Duolingo on both devices. Thank you.

Hello, I signed up for the 15-day free trial and then selected the $12.99 plan. I enjoyed the service and wanted to upgrade to a 6-month plan, but I couldn't find an option to change my plan. I decided to cancel my subscription to select the plan I preferred. However, after canceling, I saw an offer for a $59.99 12-month plan, which I wanted to purchase. When I tried to subscribe to this new plan, the application did not give me the option to do so.

A few years ago, I used Duolingo on my cell phone under my email address [redacted], which I plan to close. My main email is [redacted] Recently, when I tried to use Duolingo on my computer with my main email, I encountered a duplicate account issue with names of people I know appearing. I've tried everything to access Duolingo without success. Can you help me set up a new account for Darleen G. or provide step-by-step instructions on how to do it? Thank you. Darleen G. Primary email: [redacted] Phone numbers: Cell [redacted], Home [redacted]. Thank you.

I often correctly use grammar in sentences but get marked wrong for not including exclamation marks. The voice isn't meant to be exclamatory, so I believe my answer should be deemed correct. Additionally, my phone lacks the option for an upside-down exclamation mark, causing it to be marked wrong. This issue seems to occur when the name mentioned is Raphael as I'm learning Spanish. While the other answers are typically accurate, this recurring problem is quite frustrating. I've reported this glitch multiple times, but it hasn't been resolved. Despite this, the app is a helpful teaching aid. As a teacher myself, I would usually recommend it, but this particular issue discourages me from doing so.

I have two Duolingo accounts using the same email address unknowingly. Account Ane27634 is my favorite, while the other is SchuW, which I suspect I created a long time ago. After transferring my apps to a new phone, I can only access the SchuW account, not my preferred one. When attempting to log in with the username and password for Ane27634, I receive an error message stating "Wrong username or password." This issue persists on my Windows PC as well. How can I access my favorite account on all my devices? Thank you.

Hello, I am new to using Duolingo and have been using it for nearly a week now, doing a few lessons every day. Today, I decided to also install the app to continue learning when I'm not at home. However, upon opening the app and connecting it to my account, I noticed that my progress did not appear. I was worried that my progress might be separated between devices, so I tried closing the app and refreshing the website, but to my dismay, my entire progress is now gone. Although I still have my 20 crowns and my position on the leaderboard, all my lessons are locked, and the content I was learning before is nowhere to be found. I was focusing on learning the basics of Kanji and Hiragana, and now I'm shocked to see it all gone. I was very proud of my accomplishments on Duolingo. Is there any way to reverse this or anything I may have done wrong? Thank you in advance. - Jan

My Spanish is not great, and I believe Duolingo can help me improve. One of the main challenges in learning Spanish is not being familiar with the alphabet. Understanding how to pronounce letters is crucial for comprehension when using the program. Without knowing the sounds of the alphabet, spelling words becomes extremely difficult. I suggest that Duolingo should include alphabet sounds at the beginning, provide common short phrases, and incorporate lessons on counting and basic numbers. After studying for 44 days straight, I am still unable to ask for directions or inquire about prices. It is essential to know these basics for bus transportation in Spanish-speaking countries, where negotiating prices is common. Your program is helpful, but adding these suggestions could greatly benefit learners like me. Thank you, David P.

I am encountering a technical issue while trying to progress with the first lesson in the Agreements section of the Spanish course. When translating "Miguel has a cat and a dog," the check button becomes unresponsive, preventing me from moving forward. While the tips button is functional, I have been unable to proceed for the past two days. Although I can access the "stories" section, I am unable to continue with the lessons until I complete the Agreement lessons. I am eager to continue my 22-day streak and would appreciate assistance with this matter. Thank you, Sharon S.

Dear Duolingo team, I am writing to inform you about a serious issue I encountered with my Duolingo App recently. Despite completing a lesson yesterday and maintaining a streak of over [redacted] days, my progress was not saved and my streak was suddenly reset to day 1 when I logged in today. In a state of shock, I hurriedly subscribed to Duolingo Plus to restore my streak, only to find out that my payment went through but I couldn't access the premium features. This seems to be a bug that needs immediate attention. I kindly request your assistance in resolving this matter promptly as I am eager to recover my streak and continue learning. Your prompt response would be greatly appreciated. Warm regards, Milena

My godson recently completed an English test on Duolingo and was informed that the proctoring supervisor detected the presence of paper, a pen, or a pencil during the test, even though he had none in front of his computer or used any during the exam. Reference Number: [redacted] He dedicated a significant amount of time preparing for the test and did exceptionally well. I kindly request any evidence you have to support the claim of having these prohibited items during the exam. Name: S. Liu Phone: [redacted]

I completed a two-week trial but promptly canceled. Today, I received an annual receipt from Google for £80.39, an amount I cannot afford due to financial difficulties related to COVID-19. The receipt was sent at 2:15 am. I tried to cancel through my personal email, but the receipt was mistakenly sent to my business account, which is solely for a GDrive subscription with no funds. I attempted to request a refund from Google, but they indicated you did not adhere to their policies, rendering me unable to obtain a refund. Now, I face financial hardship, including an overdraft charge of £30, inability to pay, incurring more fees, and possibly damaging my credit score. Navigating your website is challenging, and I am dismayed by the lack of contact options. I demand a refund for the mistaken purchase of £80.39, as this experience has been frustrating and caused me significant distress. I have deleted my account and app due to this situation and hope to receive the refund promptly. Thank you.

I encountered an issue while attempting to purchase time boosters for a game on my cellphone. I was at 28 XP in level 2 when I ran out of boosters. I bought a 15-pack for $13.99 USD via the "Get Timer Boosts" option, but after the transaction, I was stuck in a loop with the "Get Timer Boosts or No thanks" screen. Despite selecting "No thanks," the game prompted me to redo the level, resulting in me losing my progress. I attempted the purchase two more times, and each time it charged me $15.81 CAD, totaling $47.43, without providing the boosters. This situation is frustrating, and I am seeking assistance on resolving this issue.

I am unable to access the desktop version of Duolingo. Previously, I was logged in, but when my wife tried to log into her account, I logged out. She then attempted to log in through Facebook as prompted, but it did not work. Now, both she and I are greeted with a "welcome" page on Duolingo.com that only displays a collection of language flags with no option to access our accounts. We both use the Duolingo app on our phones daily and have over [redacted]-day streaks.

I have a concern not related to technical issues but rather about the app's functionality. Although displaying mistakes in the top corner is a good concept, the inability to practice and improve advanced skills without the fear of losing hearts is frustrating. Since this change, it's been three times as long for me to complete a single lesson module. I'm currently stuck in a lesson and can't finish it without losing all my hearts. If Duolingo wants to provide free education effectively, I urge them to reintroduce this feature. Otherwise, I am considering quitting the app as it's hindering my learning progress.

My 9-year-old daughter, Arianne K. (Duolingo name: catsitter), has been using Duolingo for [redacted] days. She faithfully practices on the bus ride home from school. Yesterday, her iPad unexpectedly shut down during her session, causing her to lose her streak. Arianne is heartbroken and feels it's too late to recover. Even her older brother verified she completed her session. She has been dedicated to learning French independently through Duolingo, as it's not offered at her school. I want to support her enthusiasm for language learning and would be willing to pay for a streak recovery to help her. Maintaining her streak means a lot to Arianne, and she has shown remarkable progress. If there's any way to restore her streak, please let us know. Feel free to reach me at [redacted] or by phone at 61 [redacted] [redacted] [redacted].