Duolingo Customer Service Issues

Hello, I downloaded your app to try it out. However, I had to pre-pay in order to use it, through Google Play. When I realized the trial period had ended, I immediately cancelled on Google Play, assuming the refund would be automatic. Unfortunately, it wasn't, and apparently, I need to make a refund request separately. Google informed me that I am not eligible for a refund without further explanation. As a French citizen, I am entitled to a 14-day cooling-off period, but conveniently, I only received the email notification on the deadline day to cancel the order. It is unreasonable to proceed with an automatic payment system beyond this period without prior customer validation, I find this practice abusive. I will report this to consumer associations and the DGCCRF, and I request a refund directly from you.

Hello, I’m reaching out regarding an issue I encountered with my Duolingo app. I have two phones, and I primarily use one for practicing Spanish on Duolingo. The lessons on one phone were consistently behind and didn't align with the progress I made on my main phone, where I was much further ahead. Recently, it seems the lessons have synchronized, but they have reverted me back to earlier levels, matching the progress on the phone I rarely used. It's frustrating as it set me back by several months. Is there a way to restore my progress to where I was before? I invested a lot of time in practicing more advanced sentences, and this setback is discouraging. Can someone please investigate and assist with resolving this issue? On Duolingo, my username is Kat518564. Your prompt attention to this matter would be greatly appreciated. Thank you. Katarina

I need help with Lost XP I was doing a course around 11:35 am today and earned double XP for 30 minutes. Since there is no way to pause or "bank" XP, I couldn't save it. I also had 15 minutes of XP from Night Owl time that I needed to use by noon. I couldn't use both sets of XP, which is frustrating as I'm aiming for the Diamond League. While using my 30-minute bonus XP, I tried to access the additional 15 minutes from Night Owl to combine them for 45 minutes in total, but it didn't work. I lost the Night Owl XP as a result. If we could save XP for later use, similar to after a friend's challenge, it would be really helpful. I could have used the Night Owl XP first and then the 30-minute bonus XP at my convenience. I believe allowing users to save XP for later would greatly enhance the DuoLingo experience as it's often difficult to use XP exactly when needed. Is there any way to get the 15-minute XP back in my account for this round? Thank you, J.

As an IT professional, I am interested in enhancing the website. While using Duolingo to learn Spanish, I've noticed the exercises could benefit from having the written translations appear after the user submits their answer to reinforce what was heard. In certain exercises where there is only one option to click or select, I question the purpose of the exercise. I believe enhancing the interface with Photoshop editing could effectively address these issues. I appreciate your response. Sincerely.

Hello, I am encountering an issue where I am stuck on Level 4, Chapter 7 despite completing all the lessons. Could you please assist me in progressing to the next level? I am subscribed for a year and would like to know how to move forward. Thank you. Best regards, Username: Ornon1

Hello, I was supposed to receive an email before my Duolingo subscription was renewed 2 days in advance so I could cancel it because I cannot afford to pay for a subscription. However, this was not done, and I did not want to subscribe at all. Also, I haven't used the application in a while. I would like a cancellation and a refund of €94, please. Thank you in advance. Kind regards.

Hello, I recently took my first test on April 23rd, [redacted], but it was not certified. The reason provided was that I looked away from the screen for too long. Specifically, during the speaking test, I admit to focusing on an image of myself on the screen. Is there a specific protocol to follow to validate my initial test? Are there guidelines on where to direct my gaze during the speaking test to ensure it is certified? I appreciate any assistance or advice you can provide on this matter. Thank you.

I've been attempting to buy the English Test for a month. However, every time I try to fill in the details, an error message appears, instructing me to try again later. Completing this test is crucial for receiving my unconditional acceptance letter from the university as an international student. This is necessary for my visa application, which I cannot proceed with without the English test. I would appreciate assistance in resolving the purchasing issue and any available guides would be helpful.

Hello, My husband and I started using Duolingo to learn Japanese together. However, over a week ago, my app underwent a complete change, resulting in a different learning experience than his. I was in the middle of Unit 6, but the new content starts at Unit 3, causing me to lose progress. I suspect this may be due to being on a trial, but even after it ended on the 8th, the issue persists. How can I revert to my previous account? This change has made the app less enjoyable for us.

I have been using Duolingo on my iPhone for a while now, but the version on my iPad was stuck at the regular Duolingo. I attempted to sync my iPad version but was unsuccessful. In frustration, I decided to delete it and reinstall. Unfortunately, this has caused issues with my Duolingo on my iPhone, which is now prompting me to pay again for my recently renewed subscription. I would appreciate it if you could assist me in resolving this matter. Name: N. McAndrew Email: [redacted] Thank you.

Hello, A friend completed the test up to the final unit, [redacted], on my account. However, I have only reached unit [redacted]. Could you please reset the units from [redacted] to [redacted] as if they were never completed? Thank you.

Hello, I downloaded your app on my Android phone to study French. After completing the third lesson, the app activated the super mode. I haven't entered any credit card information, so I'm not expecting any payment requests. I've noticed that the lessons are repetitive, and the sentences lack diversity. There are often missing subjects in the exercises, making it hard to differentiate between him, her, or they. I hope to hear back from you soon.

Hello, I recently discovered that my family subscription was automatically renewed for a full year without my consent and the payment was deducted from my PayPal account. I do not require the family subscription anymore as I intended to renew it manually. Despite canceling the subscription and requesting a refund through Google, my refund request was denied due to not meeting Google payment regulations. I kindly request a prompt refund and cancellation of the subscription today, not in May [redacted]. None of my family members are interested in language learning at the moment. Thank you, Michael Diendorf

I was just charged £59.99 by Duolingo for a subscription that I had already canceled before it renewed. They attempted to withdraw it from the bank account I used for the subscription, which had insufficient funds. Two days later, they withdrew the amount from a different bank account associated with my Apple ID, which I didn't authorize for Duolingo. As a student, I cannot afford this charge and would like a refund.

Soy una cliente de pago y estoy frustrada porque cada vez se tarda más en descargar cualquier lección que intento hacer. Es molesto, en particular con un desafío que requiere 15 minutos (que de alguna manera se ha extendido a 25 minutos) en lugar de los 15 originales. Esta situación es desagradable ya que pago por un mejor servicio, no por uno deficiente. Creo que deberían considerar un reembolso, ya que esta situación ocurre frecuentemente, lo que me hace sentir más y más molesta con la aplicación. Además, hay desafíos que no se registran y [redacted] exp que se pierden porque la descarga lleva tanto tiempo que se acaba el tiempo para completar el desafío de formar parejas. Es una situación que realmente no tiene justificación. Agradecería recibir una solución a estos problemas. Gracias.

I recently passed the jump test to Champion level, but now I'm struggling with following the normal learning path. I suggest that Duo should include a warning about this issue or even better, add an undo button option so I can progress with the usual incremental practice instead of facing everything at a difficult level. Improving the jump test to ensure a more thorough evaluation of knowledge would also be beneficial to prevent users from passing with lucky guesses using the word bank.

I am experiencing issues with my laptop while taking exams. Despite closing background apps, disabling autofill, and turning off grammar and proofreading tools, I am still receiving invalid results five times in a row. I noticed in your app there is an option to rephrase sentences, which I have disabled on my laptop. Could you please provide guidance on which apps and tools are restricted during exams? Ensuring I can get accurate results is crucial to me. Kindly assist me in understanding how to successfully complete my exams without any technical interference.

I've been a loyal user of Duolingo for seven years and have always found it to be excellent. Recently, I've noticed a recurring issue where after completing a lesson and earning XP, it reverts back to the previous lesson, causing me to redo the work without the XP being added. I've recommended this app to friends and family and am surprised by this glitch. Can you please investigate this matter? I doubt that I am the only one facing this problem. Thank you. Best, Pat R. (4warm)

Hello, Why am I losing points in the Spanish ranking? Yesterday, I was 14th among the diamonds, but this afternoon I'm 19th. I had over [redacted] points, and now I only have 75 points. Is this normal? Also, some characters speak very poorly, and I can't understand them, so I make mistakes sometimes. I am using this website for free, which operates with advertisements. I'm from the Île de France region in France, department 95. This is abnormal! Thank you for responding.

Email: [redacted] Password: Amarpal67 (or sigal12) Name: Sigal Levi I had a family plan for a year which is about to expire soon. I was studying Spanish and wanted to switch to a single account, but I was unsure about the process. I ended up canceling my account through Google Play and now I can't access my old account with all my progress. I would like to subscribe again for a single account under my old email address. Please contact me via the email provided so I can reinstate my previous account for one person. Thank you.