Duolingo Customer Service Issues

I have been attempting to take your English test since Friday, as per B.C.I.T.'s recommendation. I emailed on Saturday, April 25th, detailing my issue but have not received a response yet. Despite Duolingo claiming there are no issues, I clearly communicated mine via email. The problem I am facing is that after following all the prompts, the screen remains blank when I click the start button after uploading my driver’s license. I have tried on multiple computers with the same result. There are only two spots left for the course I want, so I am rapidly running out of time waiting to take the test. I kindly ask for your assistance with this matter promptly, as I am eager to proceed. If not, please refund my payment, and I will explore other options for proving my English proficiency. Thank you.

Hello, I am Gurveen from Melbourne, Australia. Due to the current COVID-19 lockdown, I have been using the Duolingo app to learn a new skill while at home. I recently discovered I was subscribed to the Premium service without my knowledge, resulting in a charge of $78.99. Given the financial difficulties I am facing due to the pandemic, I kindly request to cancel my Premium membership, refund the charged fees, and continue using the free service. This unexpected charge has added to my financial stress, and I hope for your understanding and assistance during these challenging times. You can reach me at [redacted] or email me at [redacted]. Thank you and take care, Gurveen Singh

I was unable to locate a specific platform online to address my concerns, so I wanted to share here. My young children have been using Duo as part of their homeschooling routine, focusing on the Spanish section. However, I am disappointed by the romantic nature of some of the stories they have encountered. I believe that elementary-aged children should not be exposed to such content. It would be beneficial if stories with adult themes were clearly labeled, allowing children to skip them and continue to more suitable content. Despite our positive experience with Duo, we have decided to discontinue using it for Spanish unless changes are made. I urge the platform to indicate prominently that there are stories containing adult themes to help parents make informed decisions.

Since Sunday, I've had trouble accessing my Duolingo Plus account. After reinstalling the app, the screen now displays Arabic script which I cannot understand. Despite trying to change the default language, it remains unchanged. Even the Duolingo website displays everything in Arabic. I'm unable to proceed to log in with my email address due to this issue. Duolingo's support seems unreachable, and my bug fix inquiries have gone unanswered. I just need to access a screen in English to log in with my email. I hope Duolingo can provide tech support to resolve this and help me regain access to my Plus account.

I am disappointed with my experience on Dualingo due to my addiction to 'Outlander', which led me to learn Scottish Gaelic during lockdown. Despite maintaining a 34-day streak and ranking in the top 10 in the Sapphire league, I struggle with the entirely spoken sections because of my hearing impairment, making it difficult to progress without subtitles or lip reading. Although I persisted, my learning was hindered when Dualingo introduced the concept of hearts, limiting my attempts at spoken exercises. With only 5 lives, I am at a disadvantage as I often struggle with the spoken sections due to my hearing and face the risk of losing my streak and league position. The introduction of hearts feels like a barrier to my language learning journey, and I find the paid option unfair as it penalizes my disability. It's disheartening to see this obstacle impacting my learning experience. - G.J.

I am currently using your app to learn Irish. As a native Irish speaker, I find it slightly easier for me, although still challenging. I have a few points I would like to raise for improvement: - Having a (preferably native) speaker pronouncing all sentences in each exercise is crucial for learning pronunciation correctly. - Please use Irish/English terminology that is more consistent. For example, using "Trousers" instead of "Pants." - Providing an overview of the alphabet in each language would greatly benefit learners to understand letter pronunciation. - Including explanations of grammatical rules in a separate course would be helpful. For instance, covering topics such as Lenition and Eclipses would be beneficial. - Implementing mandatory written and oral tests would enhance the learning experience. While written tests are available, they currently provide hints when clicked, which may not challenge students. Oral tests are also important for practicing pronunciation accuracy. I have only just started my learning journey, so I cannot comment on later stages. However, I believe these areas could be enhanced for improved learning outcomes. Thank you.

I'm a Duolingo Plus member, Anjali N., currently enjoying a three-month free membership from referrals. I've been inviting friends through my link, but they aren't being registered as my invitees. Moreover, I don't see any of my friends who have joined through the link. I kindly request assistance in rectifying this issue. Kindly ensure that those who have joined through my link are added so I can extend my membership. Thank you.

Good morning, I have an issue with my account for a few days now. In my Duolingo app on my Android phone, the lingots have turned into gems. I have been using Duolingo for three years, and this has never happened before. I would like to go back to the previous setup to continue learning without the obstacle of gems because I was very happy with lingots and could progress without worries. Thank you very much in advance.

I'm new to this platform and struggling to find answers to basic questions. How can I exceed my daily lesson goal? If I change my daily goal, how do I access more lessons? Also, I encountered issues trying to link my Gmail account with the app. When I attempted to register using Gmail on my computer, it kept loading without progressing to the sign-in page. Consequently, I registered with a Yahoo account. On the mobile app, it detected my Gmail account and attempted to link it, but the process was unclear and I couldn't complete it. I'm unsure if I'm overlooking user-friendly features or if there are specific instructions I'm missing.

After using the free trial of Duolingo Plus and attempting to cancel before being charged, I discovered a discrepancy. Despite my subscription appearing expired on the 23rd, the app still indicated I had Plus. When checking my account settings, it now shows a pending charge for a 12-month subscription today without a cancellation option available. Even following the website instructions on my computer, I was unable to cancel the impending charge. Your prompt attention to resolving this matter is greatly appreciated. Thank you.

Dear Duolingo Customer Support, I want to express my appreciation for your time in considering my message. I have truly enjoyed using your language learning platform to study French. After sharing my positive experience with my French sister-in-law, she was impressed and started recommending it to others, as did I. I recently subscribed to the 'plus' option under the username Kathryn [redacted] [redacted]. While I have mostly had a great experience, I have faced repeated frustration with the app's inability to recognize my voice during speaking exercises. Despite flagging this issue numerous times, the problem persists. I have ruled out device-related errors, tried suggested fixes, and found that this has been an ongoing concern for many users over the years. If this issue isn't resolved promptly, I will have to request a refund as it doesn't align with the service promised. I hope to receive a response from you soon. Best Regards, Kathryn B.

I tried a free one-week trial based on the seller's promise that I could cancel anytime, but there was no actual way to cancel during the trial. Even though I hadn't provided any payment method, a full year's payment was deducted from my Paypal via Google after the trial ended. I was shocked because I didn't authorize this access to my Google payment account. I couldn't find a way to cancel as described on the website, and contacting the seller seemed impossible. My bank also couldn't reach the seller for me. I'm worried because the membership should have started yesterday, but I still can't get a response or cancel. To clarify, the trial doesn't allow cancellation within the week; instead, it forces you to commit to a year if you don't cancel for the following year ([redacted]). I've already disputed the charge since I couldn't get any help from the seller. I really need assistance to recover my money as the seller's actions have caused me a lot of distress.

Dear Duolingo supervisors, I recently received an email stating that my test was not certified. I believe there has been a mistake. I would like to video chat or discuss what happened. I did not argue the first time my exam was not certified, thinking the second attempt would yield a better result. The first time, though you thought someone was with me, I was alone in the living room with my family in the next room. The second time, I took precautions, ensuring no distractions. I was alone with the windows and doors closed, even locking my sister in her room. I was in a well-lit room with only a chair and the dining table. It seems there was a misunderstanding, and I urge you to contact me as soon as possible regarding my recent exam as I urgently need the certification for university application. Best regards.

I am a Duolingo Plus subscriber who primarily uses the app on my cellphone. Lately, whenever I try to start a lesson, I keep receiving an error message saying, "Something went wrong! Please try again later or contact support if the issue persists." This has been ongoing for months, but previously re-attempting the lesson worked. Today, no matter how many times I try, I can't access any lesson. In November, I had to switch to a new phone due to a malfunctioning battery. Since then, I've been experiencing this issue. Could it be possible that Duolingo doesn't fully recognize my new device? Any assistance would be greatly appreciated.

I am encountering the same issue that my brother previously faced. Whenever we try to access a lesson on Duolingo, a grey box pops up with the message "something went wrong," preventing us from completing any lessons. This is extremely frustrating as I am passionate about using this platform, and my Duolingo was functioning perfectly earlier today. On iOS, after clicking a lesson, it would briefly load for about 5 seconds before returning to the learning/progress page. In my attempt to help, I logged out of my account to see if my brother could access Duolingo on my iPhone, but this did not resolve the issue. Subsequently, I spent approximately 20 minutes troubleshooting this without success, causing significant frustration. After logging back in, I am now facing the same problem as my brother. I seek a resolution to this matter and wonder if there is an issue with the software, such as a coding error. I am willing to share my screen to demonstrate the app's behavior. Additionally, my brother attempted to access Duolingo on two iPads, two iPhones, and a PC, encountering the same inability to take lessons. I am eager for a solution to rectify this problem for both of us.

While traveling through different time zones, my learning streak was unfortunately lost on Duolingo. To maintain my streak, I wanted to upgrade to Duolingo Plus. However, after moving from the US to Germany, I now have a German bank account that is not compatible with the US store for purchasing the upgrade. Duolingo prompted me to contact support to switch accounts. I have been unable to restore my streak because of this issue. I am eager to resume my streak and ensure my account is valid in the German store.

Dear Sir/Madam, I am a senior student at Samarkand State Institute of Foreign Languages in Uzbekistan, studying English philology. I am nearing my graduation and preparing to pursue a master's degree in ESL teaching at Webster University's Samarkand Campus. I recently took the Duolingo test as required by Webster University for the master's program. Despite scoring [redacted], the university informed me they are looking for a score of [redacted] on Duolingo. They clarified that they equate [redacted] in Duolingo to 6 in IELTS, but their admission requirements were set based on various factors beyond just comparison scores. In an effort to meet their requirement, I retook the Duolingo test and scored [redacted]; however, they are still unable to accept it. This has left me feeling frustrated and uncertain about the discrepancies between scores and their implications for my application. I would appreciate clarification on whether the comparison scores provided by the testing organization are accurate. Additionally, I seek to understand the significance of the minor score differences, specifically between [redacted] and [redacted], both of which are equivalent to a 6.5 IELTS band according to the comparison table. I eagerly await your response. Sincerely, Mr. SI

Good morning, I have been using Duolingo on both Web and Android for over three years. Recently, a friend I recommended the app to had the hearts feature return, which I thought was removed long ago. Additionally, they have some strange blue gems. I updated the app to the latest version, but there were no changes on my account. After some research, I discovered that this issue has been affecting iOS users first and now Android users as well. It seems like Duolingo is conducting an A/B test, and unfortunately, my friend was chosen as part of the experimental group without their consent or any option to opt-out. This situation feels unfair and frustrating, leaving us feeling like unwilling test subjects in a never-ending experiment. Despite the dissatisfaction voiced by many users, I hope Duolingo addresses this matter and provides a proper solution. If not, I may have to reconsider my usage of the service and leave a negative review. Despite my disappointment, I wish Duolingo a happy 8th anniversary and hope for a resolution soon.

Hello, I am Martha853508. My daughter had a 43-day streak learning a language which suddenly disappeared although we have been consistent. I kindly request to have the 43-day streak restored on my account. This incident upset my daughter, and I hope to prevent her from losing interest in language learning. Your assistance in reinstating the streak would be greatly appreciated. Thank you.

Dear Customer Service, I recently noticed that I was charged twice for my subscription - once for a yearly plan and once for a monthly plan. I would like a refund for the yearly charge of $83.99 dated 7/3/20 and would like to continue with the monthly subscription. I am unsure why this double charge occurred, but I kindly request a refund for both the yearly fee and the inconvenience it caused. It would be greatly appreciated if I could be refunded for both charges and not be billed for the current month. I am thoroughly enjoying your program and hope to continue using it as a long-term customer. Thank you for your attention to this matter. Sincerely, C.C.