Duolingo Customer Service Issues

Hello, I hope this message finds you well. I am currently facing an issue with the Adverbs unit in my Italian language learning journey. Specifically, I have come across a sentence, 'Lui è già qui', which should translate to 'He is already here'. However, despite entering the correct translations, I am marked as incorrect, preventing me from progressing in the lesson and causing a loss of hearts. This situation is worrying as it may hinder my Italian learning progress. I have been actively studying and have achieved a 54-day streak, making this setback even more frustrating. I have observed similar concerns in the discussion section, indicating that this is a recurring problem that needs attention. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you.

Je souhaite obtenir un remboursement sur ma carte de crédit. Malheureusement, je n'ai plus accès à l'adresse e-mail associée à mon ancien travail utilisée il y a deux ans lors du paiement des effets scolaires de mon fils. En tant que parent solo, il est essentiel pour moi d'annuler ce compte et de recevoir un remboursement rapidement, surtout en cette période de rentrée scolaire où chaque dollar compte. Vous pouvez me contacter à mon adresse e-mail personnelle ci-dessous pour m'aider à résoudre ce problème. J'ai urgemment besoin du remboursement de [redacted] $ effectué avec ma carte se terminant par [redacted] entre le 26 et 27 août [redacted]. Merci de votre aide.

I would like to share some feedback with you. I am disappointed with the recent changes to the app, and I regret continuing my subscription. The new lesson layout is not appealing or motivating at all. The decrease in points is disheartening, and the frequent app changes are confusing. I doubt other students are enjoying these alterations either. One specific issue I have is that completing a lesson turns it purple, resulting in a sea of purple lessons. I believe it would be more rewarding if the colors became available as you finish each lesson, creating a more colorful and engaging experience. Overall, I am dissatisfied with the current state and functionality of the app. It is chaotic and demotivating. Best regards, Marijke

Hello. I want to address a concern I have about using Duolingo. The app and website have generally been accessible, but there seems to be an issue with screen reader compatibility after a recent layout change. The newer layout, specifically for courses like Romanian and the new Zulu course, has made it difficult to navigate with a screen reader. Unlike the previous layout, where skills were separate titles, they are now grouped together as a unit, making it challenging to use accessibility tools effectively. The website does not seem to adjust responsively for screen readers. Reverting back to the previous layout could be a solution to make the platform more user-friendly for individuals relying on screen readers.

In reference to the recent update, I appreciate the efforts made to enhance our learning experience. However, there are aspects that I believe were better in the previous versions. I seem to have lost about 20 story progressions, requiring me to reread stories on a set schedule. Additionally, I enjoyed the conversation mode in the stories, but I cannot locate this feature in the newest version despite having a Duolingo Plus subscription. Lastly, I've noticed that now each section of a unit only requires one level (6 lessons) to complete, whereas in the older version, it took 5 levels before accessing the master challenge. How can I ensure I review the materials learned previously? I kindly seek your guidance on this matter. Thank you. Best regards, SD.

Duo has made changes that have affected my learning experience. I find myself back at an elementary level despite using the platform for years. The removal of stories, which helped me improve pronunciation, is disappointing. I also dislike the limitations on typing verb endings and the absence of discussion groups. I believe these changes may be profit-driven, but there are more effective ways to learn French. I suggest restoring the stories, allowing users to type verb endings, and bringing back writing exercises for a better learning experience.

I installed Duolingo and received a two-week free trial of Duolingo Plus. On the same day, I canceled the subscription, so I kept the two weeks free without being charged. When the trial ended, I signed up for Duolingo Plus, thinking it was a monthly charge of £4.99, but I was actually charged £59.99 for the whole year. Not realizing this, I reported the charge as fraud to Santander, they refunded me, but after connecting the dots, I realized it was my charge. Santander then reversed the refund, causing my Duolingo Plus subscription to be removed even though I had paid for a year's subscription.

Subject: Unauthorized Charge Dispute for Duolingo Subscription Hello Customer Service, I am writing regarding a Paypal charge of $79.00 that was debited from my bank account on September 9, [redacted]. When I installed the Duolingo app on my iPhone, I was under the impression that it was a complimentary service. Being a senior on a fixed income, I did not agree to any renewal or authorize this charge. Apple Services informed me that the charge originated from Duolingo. I have no intention of renewing any services with your company, especially without prior notification or consent. I am requesting a full refund of the amount taken from my account. Failing this, I will escalate the matter to Paypal and Tri Counties Bank. I find this practice deceptive, and any resulting insufficient fund fees will prompt me to involve the Better Business Bureau and share my experience online. I anticipate a prompt resolution by September 12, [redacted]. Below, I have provided my contact details. Thank you for your attention to this matter. Sincerely, D.K. [redacted] Rouge Road Shasta Lake, CA [redacted] Phone or Text: [redacted]

Hello. I recently vacationed abroad and ensured I had streak freezes available to maintain my learning streak on the platform. Despite having multiple streak freezes and a monthly one left, my streak unexpectedly reset to zero after completing a lesson on the fourth day, even though the streak freezes were still in my account. I wasn't given the option to restore my streak, unlike a previous incident where I missed the chance to repurchase it. I value my [redacted]+ day streak and have evidence of the streak freezes in my account. As a loyal premium member, I would appreciate your assistance in resolving this issue. I am willing to repurchase my streak if necessary. Thank you for your attention to this matter. -Carrie M.

Between August 7 and 8, there was a format change for accessing the Spanish exercises I was completing on Duolingo. I have been consistently doing these exercises for [redacted] days. Suddenly, I could no longer access the lessons and was prompted to choose between an introduction or a placement test. Despite completing Checkpoint 3, it seemed like I had to start over, which is disheartening after investing so much time. I submitted two bug reports (Reference codes: [redacted], [redacted], [redacted]) and a review detailing the issue but did not receive any helpful response or solution. I am hoping to know if I can resume from where I left off or if starting over is the only option. As an older user, restarting from scratch is not feasible, and if that's the case, I might have to discontinue using Duolingo despite the payment made for quicker progression. It's disappointing that my emails seem to go unnoticed as I am in need of human assistance rather than automated responses. A brief clarification on how to proceed would greatly assist me in my decision to continue or discontinue using Duolingo. I await your guidance.

I have been a Duolingo Plus member since August [redacted]. Recently, my computer charger stopped working, so I had to switch to using the app on my phone for a month. Upon returning to the computer today, I found that the program was not recognizing me as a member, unlike the app. It is asking me to sign in using Facebook or Google, but I prefer not to log in that way. How can I access my existing PLUS account, which has a 15-day streak? I mistakenly took the placement test, and now it shows that I am on Day 1. Please reinstate my current paid account on the computer program to resolve this issue. Thank you for your assistance.

Dear Duolingo, My name is Jose Alvarez, and I am currently in the Diamond division with a [redacted]-day streak that I would like to maintain. Today, on September 26th, my wife and I are heading to Europe for vacation, returning on October 13th to the United States. During our trip, we have various excursions planned, and I’m concerned that I won’t be able to complete lessons as usual. I believe I can only manage to do the daily activities you assign to keep my streak going. I understand there is a streak freeze feature that automatically kicks in if I miss a day within the last 24 hours. Could you please provide me with details on how this works and if it will apply to me while I’m in Europe? Best regards, Jose Alvarez

Dear Duolingo, I am writing to share some feedback about the recent update to the app's Home Screen. The changes have caused confusion and frustration among users. While I appreciate the addition of new game modes and the integration of stories into the main lessons, I am not a fan of the new path-style layout on the Home Screen. It restricts access to stories and overall, the old Home Screen design was more user-friendly. I spoke with my Duolingo club members, and they also expressed their dislike for the redesign, preferring the previous layout. I suggest making it possible to switch between the two styles of Home Screen in the settings for user preference. Thank you for considering this feedback.

Bonjour, Cela fait [redacted] jours que j'utilise l'application Duolingo que j'adore. Malheureusement, je vais voyager en Tunisie pendant 15 jours, mais mon forfait téléphonique ne me permet pas d'utiliser mon téléphone sans risquer des frais importants. Comment puis-je mettre mon application Duolingo en pause pour ne pas perdre mon niveau pendant mon absence ? Identifiant sur l'application Duolingo : Montaudon Sylvia (SylviaMont12) Merci à l'avance pour votre aide. Cordialement, Sylvia Montaudon

I am attempting Choices Legendary Level 5. Upon selecting [redacted] gems to proceed, an error message appears stating the selection is not available, yet my [redacted] gems were still deducted. After several attempts, I realized the deduction had occurred. How can I have the gems reinstated? It was a challenge to earn them, and I am disappointed they were deducted without reason. Thank you for your assistance. Pamela.

I recently took my Duolingo exam, but I was unexpectedly blocked from the platform two days later. On the day of the exam, I used my brother's laptop and realized there was a proofreading tool active. I disabled it immediately upon noticing. I am seeking permission to retake the exam using a different account.

Dear Duo, As a devoted user of the Duolingo app, I have recently noticed that my Duolingo Plus was converted to Super Duolingo. After attempting to get used to the new format for a few weeks, I must admit that I find the new "home" display more akin to a video game and lacking in providing a clear overview of lessons and their content. I have observed that the old Duolingo Plus view is still accessible to other family members, and I would like to revert to that interface. How can I make this adjustment? I appreciate your assistance. Best regards, Vanessa S.

I have been concerned about maintaining my streak for a long time. Typically, missing a day or two can be easily rectified. In the past, if I couldn't access the internet due to being busy or away, I would always find a way to keep my streak alive. Unfortunately, this past weekend, I lost my streak because I was offline for three days. I thought I could use the barbell icon even though it signifies something different on a desktop versus an iPhone. The options for the barbell on the phone were limited, and I inadvertently missed a day, breaking my [redacted]-day streak. It's disappointing to lose such a long streak simply because I was out of town. It seems like being away from home compromises the streak on Duolingo. Losing a streak without Lingots as a buffer makes it even more disheartening. I am definitely feeling upset about this loss.

Hello, I hope you are well. I wanted to inform you that my passport has been extended, and the extension details are on the following page of my ID. The primary page includes my name, date of birth, issue date, and expiry date. Since Duolingo only allows one photo for ID submission, I couldn't provide the second page showing the extension details. I received a notification that my ID wasn't verified, so I resubmitted the extended page through the "resubmit ID" option. I await further instructions, but I have already replied to Mr. Richard at Duolingo. Expecting your prompt response. Best regards, M.N. Moradi

Last July, I subscribed to Duolingo for $85.39. In August [redacted], I signed up for the family plan at $[redacted].09. Recently, in April, May, June, and September of this year, $10.66 was deducted from my account without my permission. I suspect a monthly fee has been added to my annual subscription. Only once did I make an in-app purchase in July for $2.99. I demand an immediate halt to these unauthorized charges and a $42.64 refund for the payments taken without my consent. I enjoy using Duolingo and hope this is an oversight that can be rectified. I have recommended Duolingo to friends and even bought a Duo plushie for $40 to celebrate my German learning progress. I stumbled upon these transactions while checking my family subscription cost to inform a friend. I am disheartened by this discovery.