Duolingo Customer Service Issues

I inadvertently purchased a one-year subscription without being able to find my original Google Pay account beforehand. I managed to cancel the subscription on the morning of March 1st, right after it was charged, and asked for a refund, but unfortunately, it was denied. I currently do not intend to use the product and would appreciate a full refund. The payment was made using the Gmail account linked to Google Pay/Play Store ([redacted]), deducting funds from a recent PayPal sale that I am dependent on. I urgently request for assistance contacting Google to explain my situation and insist on receiving a refund promptly after the payment was taken. Due to the confusion with the accounts, I was unable to cancel in time. I may consider purchasing a subscription in the future, but under different circumstances. Best regards, Raven

Subject: Concern Regarding Loss of [redacted]-Day Streak on Duolingo Dear Concerned Party, I am writing to bring attention to the issue I encountered with my Duolingo streak. On February 27, [redacted], when I accessed the platform for my daily lesson, I was notified that my streak was frozen. At that time, I had a [redacted]-day streak and 2 streak freezes available. Despite completing a lesson, the system only recorded a 1-day streak, causing me distress. Losing my hard-earned [redacted]-day streak has been disheartening as it represented significant progress in my language learning journey. My friends and family have been supportive of my efforts, and Duolingo has been a source of stress relief during the pandemic. However, the setback has dampened my motivation, as it feels like I am back at the beginning instead of working towards my goal of reaching [redacted] days. I kindly request assistance in restoring my [redacted]-day streak to accurately reflect my dedication and progress. Your prompt attention to this matter would be greatly appreciated. Thank you for your understanding and support. Sincerely, Joan

During the test, I used a hands-free device, not headphones or earbuds since I don't own any. This is the second time I've gotten an email stating my test won't be certified. They are requesting additional payment, which I am unable to afford, and the deadline is approaching fast. Could you please provide me with my results? I was alone in the room, and I turned off my fan due to the slight noise it was making. Thank you.

I would like to contact Duolingo for several reasons. I want to understand why I have to wait for the owl or pay for lives to continue my program. I have paid for the year since January, and I am curious about why it shows 0 subscriptions on my account. I also wonder why, although I have three different language flags, I am only subscribed to Spanish. Can I learn other languages for free in addition to that? I'm eagerly waiting for your response as I have not missed a single day in the last 60 days. Since yesterday, I have been asked to either wait for the owl or pay for lives, and I don't like that. Thank you.

Hello, I recently signed up for the Duolingo Plus premium subscription but changed my mind and decided to cancel it. I noticed that the cancellation is effective only on March 23rd, and I understand that I will be charged for one month, around $13, which is acceptable. However, I am concerned about the possibility of being charged for a full year's subscription inadvertently. I hope this isn't the case and would like some clarification on what to expect moving forward.

I would like to inquire about the Duolingo Plus free trial. I was not aware that after the trial period, they would automatically charge my bank account. They deducted nearly [redacted] euros which is a significant amount for me, and I would like to request a refund. I attempted to resolve this with Google, but it was unsuccessful as the transaction occurred late last night while I was asleep. The refunded amount is crucial for my taxes. For communication, please use the email associated with the purchase: [redacted]@gmail.com. However, I prefer to discuss this matter via email at [redacted]@yahoo.com.

My 7-year-old son created an account (leachim123) which we want to use on a different device, but we can't log in without a verified email address. I believe he made up an email and I've tried to change it to a valid one, but it says my email is already in use. I have my own account linked to my email; is it possible to connect his account to mine? As a backup, I used my partner's email, but he hasn't received a verification email after we set up the account. I thought about deleting the account, but I can't use my email for a new one. Any advice would be appreciated. Thank you.

My contact email is [redacted] and [redacted] In December, I paid for Duolingo and was studying Spanish. However, at the end of February, I was unexpectedly locked out of my account and reverted to a non-paying user. I have been trying to reach out to your company without success. I miss the lessons and feel discouraged about losing all my progress and lingots. I may have to involve the Better Business Bureau if this issue is not resolved promptly. I have also been advised to contact Visa to report a possible fraudulent charge. I am optimistic that Duolingo will address this matter for me so I can resume my studies. I am eagerly awaiting your response as I have not received any communication thus far. Sincerely, Connie Kelly.

I recently had a discussion with my cousins about our Duolingo accounts and when we joined. My account shows I joined in [redacted], but we couldn't determine who signed up first. I would like to know the original launch date of the Duolingo app and when it was first introduced in India. Also, my cousins mentioned they have lingots, while I have gems on my account. I am unsure how I acquired gems. I noticed a tweet on Duolingo's Twitter from October 28, [redacted], mentioning the change from lingots to gems. Can you clarify when this conversion actually took place? Additionally, I would like to know when gems were introduced in India. I appreciate any information you can provide.

I would like to report an issue regarding a specific commenter on the Esperanto course for English speakers. For the past three weeks since I started the course, I have been receiving unhelpful and hostile comments from a user named "salivanto." He is not a fellow learner but a private Esperanto teacher who is very active on Duolingo. While he is generally friendly to others, he has been targeting me with his comments, and I am unsure why. It could be related to my Hebrew name, but I cannot say for certain. I kindly request assistance in addressing this matter by asking "salivanto" to refrain from replying to my comments as they are more harmful than helpful. I truly enjoy using Duolingo, but this situation is making the Esperanto course an unpleasant experience for me. Thank you for your attention to this issue.

I bought a year of PLUS in January [redacted]. Today, I got a new phone and when I logged in with my email, it pulled up my old account. The email I used for that account is the same one I used to create another account and buy PLUS. I'm struggling to recover the new account with PLUS. I've attempted various passwords with the email, but the old account without PLUS keeps appearing. Can you assist me in retrieving the account linked to PLUS?

Hello, I am currently learning Spanish using the Duolingo app. However, I have encountered an issue of being billed twice for the service. I reside in the UK but was initially paying via a credit card linked to Paypal. Recently, I mistakenly deleted the Paypal link to set up a direct payment with a Mastercard. Despite my efforts to correct this, I noticed I was being billed from the USA. Your customer service was unhelpful in resolving this as I received notifications that my account was canceled, leading me to set it up through Apple. Now, I discovered two charges on my Mastercard statement: $12.99 (equivalent to £9.41) plus a transaction fee, and £8.99 (my usual payment via Apple). I wish to cancel the American charge without affecting my subscription. I have previously raised this issue with you earlier this year.

Reference number [redacted]: I recently received an annual billing notification from Apple, but my usual monthly billing was through Duolingo under the account susan7. Upon attempting to access my account, I encountered an issue where it seemed like my account was reset, showing a different username (SusanSpring6 or spring6) and lacked my usual progress and subscription status. After conversing with Amy from Duolingo support, I was advised to contact Apple to address the erroneous charge of $79.99 for an annual subscription. Subsequently, Apple cancelled the charge. Despite finding an account named spring71 with my previous data on my Apple computer, I was unable to log in. This morning, I managed to access the account spring71 on my iPhone using the Duolingo app. However, I am still prompted to try Duolingo Plus, which I have been subscribed to from the start. I am seeking guidance on logging into Duolingo across all my devices and resolving the login confusion between SusanSpring6 (or spring6) and the older account spring71. Additionally, I have been unsuccessful in resetting the password for the account spring7 from my computer.

I have been using Duolingo for over [redacted] days consistently, learning 2 languages. I have encountered a problem with the Swahili course. In the Transportation section, there is an issue with translating Ship/Boat to Swahili. Despite reporting the error multiple times, it has not been fixed. This prevents me from progressing in the lesson. I kindly request assistance in addressing this matter promptly so I can continue my learning journey. It would be helpful to have a text box for additional details in the report submission area. Thank you for your attention to this matter. Duolingo has been a fantastic platform for me to learn both Spanish and Swahili.

Hello, I would like to address an issue I encountered during my test. I was informed that my test could not be validated due to low volume. Prior to the test, I made sure to check and confirm both my own volume and the test giver's volume during a testing phase. It was confirmed that everything was fine, yet I was surprised to find out that my volume was deemed too low during the actual test. I am confused as I thoroughly checked before the test began. Even my voice level was tested, and I was told that I could be heard clearly when I said “1 2 3” at the beginning. I did not alter anything during the test except providing answers. I believe this was not intentional, as I double-checked everything before commencing. Could I possibly receive a refund or another opportunity to retake the test? Thank you, B.

**Help Needed With DuoLingo Account** Hello, I have been using DuoLingo on my iPad since last fall without any login issues. I upgraded to DuoLingo Plus in November. Recently, I was unable to access my account on my desktop after working on it for several days. My profile shows my name as Bill with the username Bill487895. My email is [redacted], although I may have initially signed up with the emails [redacted] or [redacted] I have tried the reset option multiple times, but I never received the reset link in the email address associated with my account. I am worried about losing my progress and the remaining time on my DuoLingo Plus subscription. I appreciate any help in resolving this issue. Thank you. Sincerely, Bill

Hello, I recently encountered an issue with my Duolingo app on iOS. After being logged out due to a session timeout, I faced difficulty logging back in. Initially, I unintentionally created a new account linked to Facebook on the desktop site, using the same email address as before ([redacted]). However, I discovered that I could log in using a username, which I believe to be Domgray. When prompted for an email, I mistakenly provided (Domgray93:@live.co.uk), causing a password reset for the Facebook-linked account. Subsequently, in an attempt to resolve this, I followed instructions from a Duolingo support post to unlink my Facebook account. Upon reviewing my Facebook profile, I noticed it was first linked in [redacted] with the User ID: [redacted][redacted], indicating it might be the correct account. Nonetheless, my Italian language learning progress seems to be missing. I am inquiring if there is a way to recover my Duolingo account under the username Domgray. Thank you, Dom

Hello, my name is Douglas Thore, and I have been a loyal Duolingo Plus subscriber on my Android device for years. Recently, my device malfunctioned, so I switched to an Apple iOS device. Unfortunately, I am having trouble transferring my subscription to my new iPhone. I have tried reaching out for help with no response. I really hope someone can assist me in transferring my subscription to avoid losing all my progress and my [redacted]-day streak. I don't want to cancel my subscription or leave a negative review due to the lack of customer support. Please contact me at [redacted] or 1-[redacted] to help me resolve this. Thank you, Douglas Thore

My program froze, leading me to uninstall and reinstall it. Unfortunately, this caused me to lose all my progress, including my [redacted]-day streak and my last lesson before Checkpoint 2. My main concern is that I no longer seem to be recognized as a Plus subscriber. I am eager to receive confirmation that my Plus subscriber status will be reinstated. I recently received an email inquiring about the resolution of my issue. It is frustrating that I cannot speak with anyone at DuoLingo. I have already tried reaching out to the Help Desk and submitted a request on the website but have only been told to wait and see if I can solve the problem myself, which I cannot. I hope there is a way for DuoLingo to address this and keep me informed about the steps being taken. I expect the services that I paid for with my yearly "Plus" subscription to be provided. It seems like there is no solution in sight, but I hope I am wrong.

Hello, I am reaching out regarding a subscription for Duolingo for my son, S.G., set to renew on May 12, [redacted]. An April notice listed the renewal price at $79.99, yet it actually renewed on May 12 at a discounted $59.99. Post-renewal, I observed two failed $79.99 attempts on my Apple iTunes (insufficient funds). There's no merchant information for these attempts, and Apple cannot see them yet. I manage other accounts there (mine and another child, A.G.), but no additional Duolingo subscriptions are listed. Could you check if the failed charges were from Duolingo? I aim to settle genuine charges promptly, but if not, I intend to dispute after replenishing the funds. Thank you. A.S.