Duolingo Customer Service Issues

I have a Duolingo account that doesn't allow me to follow other people. People can follow me, but I can't. When I try to follow someone, I get an error message telling me to try again later. This has been going on for months now. My friend added me to their family group subscription, but I still can't follow them. I want to be able to follow friends on Duolingo to stay motivated. I have sent several emails about this issue, but it's been unresolved for months. If I don't hear back, I will cancel my friends' subscriptions.

I thought I was getting a two-week trial of Super Duolingo for free. However, I never entered my credit card details in the app, nor did I receive any notification that my trial was ending or that I would be charged. I just got an Apple Pay Receipt by email a few hours ago, informing me about a $[redacted].59 charge for a year of Super Duolingo. As a 19-year-old university student who lost their job due to a natural disaster, I can't afford this charge and would appreciate it if it could be refunded, and the subscription canceled.

I signed up for the app's free trial with the promise of receiving a notification three days before my trial ended. However, I was charged before the two weeks were up. I requested a refund, but it hasn't shown up in my account yet. Unfortunately, I had to cancel the card linked to the subscription due to personal reasons. I am wondering if it's possible to update my payment information to another card so the refund can be processed there instead. Thank you.

Hello, I don't understand. Yesterday morning, I still had almost [redacted] "gems" that I only use to level up since it requires [redacted] for each challenge. However, last night, I only had [redacted] left, and I haven't done anything. I'm not competing with anyone and don't want to surpass anyone. I use the free version and just want to level up. Where did the [redacted] "gems" go between morning and evening yesterday? Thank you in advance for your response. Laurence LEJEUSNE

I am trying to help ROSEME ROBERTO GAMMA from Haiti get into college in the U.S.A. I advised him to take your Normal English test. He has received English lessons in Haiti and has some proficiency in the language. Due to the political situation in Haiti, he had to relocate to the D.R. with his wife and two young children for safety. Unfortunately, he is currently unemployed and unable to cover the test fees. I am prepared to pay for the test on his behalf, but I need guidance on how to proceed. Thank you for your assistance.

I purchased two English tests for $78 on 03/22/[redacted], and I paid using my card ending in [redacted]. My email is [redacted] However, I have not received any email to begin taking my tests. I am in urgent need as I have applied to UNT and the deadline is approaching. I have tried contacting Duolingo through various means, but haven't received a response. I left messages and even called, leaving a voicemail, but still no reply. I hope for your assistance on this matter. Thank you. My contact number is [redacted], and my name is Mitra S.

I completed a friend quest yesterday to earn XP boost and gems. I made sure not to accidentally accept the XP boost at an inconvenient time, so I waited until today to claim my rewards. When I tried to access them, they were not available. It's frustrating that despite my efforts, I'm unable to claim what I rightfully earned. The game seems unfair and it's disheartening to have my rewards taken away. This issue has occurred for the second time, as it also happened last week. I am dedicated to learning multiple languages like Ukrainian, Spanish, German, and Chinese through this app, having used it daily for 6 months and as a paying customer for 4 months. If I don't receive the rewards I earned, I will consider canceling my subscription and finding a different language learning platform.

Hello, I recently purchased the family plan and I am trying to add my daughter. I have shared the invitation link with her, but when she clicks on it, it just opens the Duolingo app without giving her the option to accept the invitation. We have followed the instructions on the help page, but have not been successful in resolving the issue. My daughter had a super trial before but canceled it before any charges were incurred because she prefers to join my plan. It's been several days since she canceled the super trial. Her email is: [redacted] I would appreciate any assistance in resolving this matter or if it's possible to directly add her to my account. Thank you, Susan

I canceled my Duolingo subscription a couple of months ago as I stopped using the app on my phone and deleted it. Yesterday, I received a charge of £59.99 through Apple for Super Duolingo, which I was not aware of. Apple sent me an invoice for this charge, and I believe it is still pending. I was advised to reach out to Duolingo for help since I cannot cancel a pending purchase with Apple. I kindly request that Duolingo cancels the charge on their end and processes a refund for me.

Buenos días, Compré un examen de certificación que fue invalidado en dos ocasiones, a pesar de tener pruebas para demostrar lo contrario. Pagué por resultados rápidos debido a la urgencia en mi trabajo, pero el proceso de apelación toma 4 días, lo cual ya no se ajusta a mis necesidades. He contactado a Profeco para respaldar mi reclamo por un reembolso inmediato.

I am having an issue with the Korean language app. I have noticed a pattern where items described as black are often associated with negative connotations such as bad or not cool, while other colors, particularly white, are linked to positive qualities like good or excellent. For instance, a white phone is described as pretty, good, or cool, whereas a black phone is labeled as ugly, not cool, or bad. This consistent contrast between black and white in the app seems to reflect underlying racial biases.

Reference code: [redacted] Subject: Complaint Dear Duolingo, I appreciate all the emails you have sent me, showing a genuine interest in your students, which led me to write this email. Before I continue, I need two assurances. 1) Firstly, I want to return to the diamond league immediately, as I was unfairly demoted to a lower league by my keyboard stalker; one chapter a day, or 10 points, would have kept me in the diamond league. The general rules set from the beginning of my course on Duolingo cannot be changed, as explained to me over three years ago. 2) Secondly, I ask for assistance in identifying and removing my keyboard stalker if they persist in their behavior. I look forward to your response and thank you for your attention. Best regards, Joseph P. Bronte, 05/08/[redacted]

Hello, I took a test on Friday around 4 p.m. I was connected to the internet and the pre-test check indicated that my wifi was stable. However, on Saturday around 3 p.m., I received an email saying my test couldn't be certified due to a network issue. I was surprised because I was never disconnected or alerted to any problems during the test. I retook the test on Saturday evening, but my wifi cut out, so I had to start a 3rd test. I checked my wifi again and it was fine. I just got another email stating my test couldn't be certified for the same reason. I never received any notifications during or after the tests about my wifi not working properly. Unfortunately, I'm unable to retake the test. Can you please explain the procedures? I took the test correctly in a quiet, well-lit environment with reliable wifi. I didn't face any interruptions or warnings during both tests. I had a strong wifi signal. What else is needed? I don't understand. Can you assist me? Thank you. I chose your site specifically for fast results. H.G.

Hello Duolingo, I have nearly finished the French course for English speakers. I only have the ‘stars’ options left in each section. Since these are worth very few XPs, it has been challenging for me to remain in the diamond league. I would really like some support with this. I don’t want to begin another language as I am working towards a French qualification. I would be willing to restart the French course if I could earn more than 5 XPs per unit. Thank you, Gaynor Morgan

Hello Duolingo team, I recently read the article on Ramadan and enjoyed learning about the traditions surrounding this holiday. I appreciate how you integrated this cultural celebration into language learning. However, I noticed that there was no similar coverage for two other significant religious holidays: Jewish Passover and Christian Easter. It would be wonderful to see articles like the one on Ramadan created for these holidays as well. Thank you, Yissell

Hello, my son has lost access to his Duolingo account due to an issue with his email account. He can still receive emails but is unable to log in to his Duolingo account. He has been using your app for [redacted] days and would like to regain access to his account, as it was motivating him to learn languages. His email address is [redacted], and his Duolingo username is raphdunky. Is it possible to recover his account to the point where he left off? Thank you for your assistance. Patricia Micheletti

I can't access any lessons on the app using my iPhone despite having a paid Duolingo subscription. The Home Screen appears blank, and the practice features are not functioning. I am only able to view league stats and my profile. Although I can access Duolingo on my iPad, I prefer to use my iPhone for learning. Since both devices are synced, I should be able to access lessons on my phone too.

Hello, I inadvertently signed up for a two-week trial and am struggling to cancel it since my Apple account is a child account without the option to manage subscriptions. I've tried following the help pages, but the lack of an adult account prevents me from canceling the trial. Could you please guide me through the process or cancel it on my behalf? George's Parent Hello, I need this subscription canceled to add George to my other daughter's account on the family plan. Unfortunately, we are unable to cancel it on our end. Please provide assistance. Thank you, George and Clive Woodhouse

Hello, I filled out a form to contact them, but I have not received a response. I made the mistake of buying a family subscription under my daughter's account instead of mine, and now I can't add my son or anyone else. I'm frustrated because it seems like an easy problem to fix. I am considering requesting a refund, as I am unable to speak to anyone about this issue. I hope for genuine assistance without receiving spam or having my information shared. My main desire is to speak with a representative directly.

In [redacted], my wife decided to start using Duolingo, using my email address, [redacted] Three weeks ago, I began using the app and have completed over 40 units. However, I encountered some issues that I can't seem to fix. I modified the original account for my wife, created a new account for her with her own email, and purchased the Super Duolingo family plan. Here are the problems I need help with: 1. When I tried to invite my wife to my family plan, it created a new plan for her instead of adding her to mine. After canceling the new plan, she had to start over. Now, she appears under Super Duolingo but not as part of my family plan. How can I cancel her account properly, restart it, and invite her to join my family plan without her being charged for a separate one? 2. Both my sons want to join my family plan. I sent them invites, which they accepted, but they are still using the standard Duolingo with ads. How can I get them onto my family plan? I am referring to the account I took over, which I changed from Susan to David in the profile. It works well with Super Duolingo. How can I resolve these issues so we can all be on the same family plan as intended?