Duolingo Customer Service Issues

Hello, I sent this message on November 27th and have not received a response yet. Please review the following: I recently discovered an unauthorized charge of approximately $84 from your app service on November 20th, [redacted]. I was never notified of this payment or its purpose, and I did not consent to it. I do not intend to keep any subscription or services connected to this charge, and I am formally requesting a refund.

Hello, I am writing to address an issue with my daughter inadvertently subscribing to your language learning program through my Google account. She was under the impression it was free based on the title stating "free learn English." I have noticed a charge of £79 on my account. Although I am willing to pay for the service, my daughter does not wish to continue using it. The payment is for a year's subscription, but is there a possibility to cancel it for this month and receive a refund for the remaining amount? Thank you.

Dear Duolingo Support Team, I am Andre Toribio from TD Bank in Worcester, MA, writing on behalf of Beatrice F. Djoubhou. She mistakenly got charged an annual subscription fee of $89.24 instead of the $7 monthly subscription she believed she had signed up for. We kindly request a reversal of the annual charge and a refund for the difference due to this misunderstanding. Unfortunately, we were unable to find a direct contact number, so we are reaching out here for assistance. Please contact me at [redacted] Mon – Fri 8 a.m. to 5 p.m. We would appreciate a prompt response. Beatrice can also be reached directly at [redacted] (French speaking only). Looking forward to your assistance and a swift resolution. Thank you.

Hello Duolingo Support Team, I am Andre Toribio from TD Bank in Worcester, MA, reaching out regarding an issue with Beatrice F. Djoubhou's subscription. She was unknowingly charged for an annual subscription instead of the intended monthly one. We kindly request a refund of the difference ($89.24) due to this misunderstanding. Please contact me at [redacted] Mon – Fri 8a to 5p for further assistance. Beatrice can also be reached directly at [redacted] (French speaking only). We look forward to resolving this matter promptly. Thank you.

I have been studying Spanish for a couple of years now, but I am getting frustrated by the ads. When I saw the offer for a free week plus subscription for a year at a monthly rate, I accepted it, thinking I had chosen the monthly payment option. To my surprise, the entire annual amount was deducted from my account. I did not intend to subscribe for a full year upfront; I wanted to pay monthly. Additionally, tonight I am unable to practice as the screen is frozen, which never occurred when I was using the free version. Can you please provide some insight into what is happening? Thank you.

Hello, I am writing to express my concerns regarding an issue I encountered while using the Duolingo app on my phone. Recently, after allowing my daughter to use my phone, I discovered a $70 charge for a subscription that I did not authorize. Upon further investigation within the app, I realized that this charge was due to an unwanted subscription. I promptly cancelled the subscription, but I am now seeking assistance in obtaining a refund for the unauthorized charge. I attempted to contact support via email at [redacted], but unfortunately, I have not received a response. Any guidance on how to proceed with requesting a refund would be greatly appreciated. Thank you, Ruth

I like using Duolingo, but I've had trouble finding time for it. Recently, I re-downloaded the app after a period of not using it. The ad mentioned $6.99 a month, but it charged my card a larger amount, putting my account in the negative. I can't afford this unexpected charge right now. I'd be willing to pay the $6.99 when it's more convenient for me. I urgently need a refund. Can someone please reach out to me as soon as possible?

I was in the Pearl League, and I noticed that it didn't show my final placement when the event ended. Although I understand that I may not have made the top 10, I would like to know my exact position just for confirmation. Usually, the system displays this information, but this time it did not. I am now repeating the Pearl League, which makes me wonder if there was an error that caused me to be left out of the top positions. I am fine with not making it to the top 10, but having clarity on my exact placement would be helpful.

I made a payment for Duolingo Plus last week, but today my app suddenly stopped working. After trying for an hour without success, I deleted and reinstalled the app from Google Play. Surprisingly, it showed me in a different league even though I was previously in the third position. Despite this, I found myself back in the Pearl league instead of advancing as I should have. I had put in a lot of effort last week, so I'm confused about my current league status. I would appreciate either a refund or being correctly advanced to the next level.

Dear Team, Could you please check my league ranking? I believe I should have advanced to the Pearl League from Amethyst, but I am still in Amethyst. Last week, I think I achieved 6th place, yet I did not progress. Interestingly, in the Achievements section, there is a goal for the Champion level that indicates I need to advance to the Obsidian League (8/9), but last week it showed the goal as the Pearl League (7/8). Kindly review my results from last week and make the necessary correction. Username: Chmelikron Name: Chmelik Áron Thank you in advance.

I recently noticed that £79 was deducted from my account for Duolingo Plus. Although it shows that I have this balance on my account, I have already reached out to Google Play via email to address this issue. Due to my autism, I only became aware of this charge when my bank notified me about a substantial deduction. I feel taken advantage of by an app I previously enjoyed and did not intend to purchase Duolingo Plus. I have always been content with the free version and would appreciate a refund as this expense is not something I can afford at the moment.

I am having trouble accessing my dashboard to check my students' activity. When I tried to reset my password using my email ([redacted]), it said "Account not found." Then, when I tried to create a new account with the same email, it said "email already being used." I need to view their XP and activity before the next grading period. I am waiting for a response to my previous email.

I am experiencing frustration trying to communicate with you. I do not utilize social media like Facebook or Twitter. I own a computer and an Apple iPad. Sometimes I access your services on the iPad, and other times I encounter issues. I prefer using the iPad, but it seems to intermittently block me out after extended lessons for no apparent reason. I am 85 years old and struggle to sync the two devices. Since your service works on the iPad sometimes, I am unable to understand why it cannot consistently function on both devices for me. I recently traveled to Florida for the winter, where I caught a cold, adding to my difficulties with the computer technology. Could you please ensure that I can access your service on both my iPad and computer? - Harriet D.

Subject: Issue with Advancing Test Levels on Duolingo Plus Dear Duolingo, I am encountering challenges with progressing through the French test levels on Duolingo Plus. Despite achieving [redacted]% accuracy, I am unable to move past the Green Level as the Red and Orange Levels seem to be locked. Interestingly, I have successfully advanced to the Orange Level in Italian tests without any issues. Furthermore, I am unable to utilize the Unlimited Skips feature as I am unable to access tests from different levels at my convenience. I have reached out previously with no response beyond the email containing the provided reference numbers: - Kerry [redacted] - Reference Code [redacted] I greatly appreciate the Plus Option but would appreciate your assistance in resolving these identified issues. Thank you for your attention. Warm regards, Kerry

I am unable to access my accounts as a teacher. I set up multiple accounts, but I am consistently getting errors saying "account not found" or "invalid username or password." These same accounts were working fine last week while my students were using Duolingo. I must be able to monitor my students' scores and progression. I have attempted to log in from both my laptop and desktop computers, but still unable to access my accounts. Thank you. Mona W.

I just have two questions: I've been studying Spanish for an upcoming trip and have a [redacted]-day streak on Duolingo. I have a question about reaching Level 5 where it says I'll get harder content, but I only see the practice button for 10XP with no new content. How can I access the harder content? Also, during my progress quizzes, I've noticed the difficulty level isn't increasing as I advance through the program. Despite reaching Castle 4 and not missing any questions on the last three tests, my score remains at 2.5. It feels like I'm not being tested on what I've learned in Castle 3. How can I access more challenging tests and aim for higher scores? Thank you! Me encanta Duolingo!

Hi, I go by the username GrumpyWombat and I'm currently learning Chinese and Spanish. I just got back home from a trip from Panama City to Vancouver yesterday. I had maintained a streak of [redacted], and I even made it a point to practice early in the morning before my flight to keep my streak going. During the whole day of travel without internet, I realized upon reaching Vancouver that my streak had been reset to 0. I suspect the issue may be related to the app not adjusting to time zone changes or some other technical glitch. My streak is a significant motivator for me, so I kindly request to have it reinstated. Thank you for your assistance with this matter. H.

Dear Sir/Madam, I am writing to request a chance to restore my [redacted]+ day streak. On the day my streak was lost, I was unable to pay the US$9.90 repair fee as my debit card had been blocked, and I had not yet received a replacement card. Now that I have my new card, I am unsure how to proceed with the payment to fix my streak. Any guidance on how to make the payment would be greatly appreciated. Kind regards, Elijah Rubvuta

Hello, I have not been receiving my XPs for the Duolingo event despite participating regularly. I have noticed that two other participants in our group receive their XPs weekly. I have been trying to address this issue for almost two months but still have not received a resolution. It is essential that the event XPs are added to my account before 7 pm on Sunday to progress from the Ruby level. Unfortunately, if the XPs are manually added after the deadline, they do not contribute to my weekly total or level advancement. The [redacted] event XPs could elevate me to the top 10 levels. I am unsure if there is a glitch in my account or if I need to update my information. I have reached out to Kathleen from the Duolingo Events Team for manual assistance, but the problem persists, and it seems no one can identify the root cause of the issue.

Yesterday, after reaching 2nd place in the Obsidian League, I realized my points stopped adding up. Despite practicing all sets at level 5 in Spanish, my points weren't increasing. Moving on to the Diamond League and practicing level 5 Spanish again, the issue persisted when I reached 3rd place. I can't even earn points for new sets now. As a Duolingo subscriber, I expect the system to function properly and not impede my progress. It seems like a programming error may be preventing fair competition. I've observed players accumulating thousands of points within days of the reset, which hasn't occurred in the past week. D. B. Nothdurft, Law Student