Duolingo Customer Service Issues

I appreciate the ability to revisit and be tested on past lessons, but I am finding the time limit to be incredibly frustrating. I used to use Duolingo nightly and sometimes during the day. The encouragement to review is helpful, but the short time given is causing me a lot of frustration. I utilize the microphone feature on my iPhone, which leads to multiple errors and adds to my frustration. Just a few misspellings can waste a lot of time due to the short timer. This has made the app less enjoyable for me. I used to be on it daily, sometimes multiple times, but lately, the time trials have made it so challenging that I have not been able to use it for over a week. Even when I attempted last night, I struggled with the quizzes on previously completed lessons. The brief time limit on these quizzes has taken away the enjoyment. Adding just 10 extra seconds could make a significant difference. I miss the experience I used to have on the app; it even helped me grow my nails for the first time in twenty years because it kept my hands and mind occupied. Please consider extending the time limit for completion.

I signed up for a duolingo free trial, but encountered issues trying to cancel it. Despite following the website's instructions, I couldn't cancel it through my Apple ID either. I resorted to deleting my account, but then I found out I was charged £77. I hadn't used the subscription, so I managed to cancel it after a while. I would like a refund for the subscription and request to deactivate my account as I no longer want it.

I recently noticed that my app changed the color of my lingots from red to blue, causing me to lose all my lingots. Previously, I had approximately [redacted] red lingots, which now show as [redacted] blue lingots. However, I've realized that the cost of items in the store has increased significantly. For example, a course that used to be 30 lingots now costs [redacted] lingots. Based on these adjustments, I should have around [redacted] lingots, not just [redacted]. I would appreciate any assistance you can provide to rectify this issue. Thank you for your help. A.

I have a Duolingo Plus subscription, but I noticed that I was charged $14 for a streak repair by Apple. I believed that streak repairs were included in the features of Duolingo Plus, not as additional purchases. I am upset that this was not made clear and would like a refund because I never received any confirmation of this purchase.

Subject: Discrepancy in Duolingo Test Results Dear Sir/Madam, I am writing to express my dissatisfaction with the outcomes of my recent Duolingo tests. Despite taking the test over 7 times, only 2 of the results have been certified. Initially, on [redacted]-01-29, I scored 90, and then [redacted]. After intensive preparation, including attending multiple English classes and dedicating one year to IELTS study, my subsequent score dropped to [redacted] after a month. Throughout my attempts, I encountered issues such as the test being uncertified due to trivial reasons like looking away or microphone problems. However, in the latest test, I was alarmed to receive an email accusing me of using a third-party camera, a violation that could lead to result invalidation or a ban. This accusation is baffling since I have diligently followed all rules and regulations during each test. I have made significant sacrifices, including resigning from my job to focus on improving my English proficiency for these exams. The financial burden of repeated tests has been challenging post-resignation. The unjust allegation of cheating has deeply upset me after investing months in Duolingo practice and a year in IELTS preparation. I solemnly declare my innocence and implore for a thorough reassessment of my exam results with utmost precision. Thank you for your attention to this matter. Sincerely, [initials]

Hello, I recently purchased a trendy tracksuit for my duo to wear during lessons using my hard-earned gems. Unfortunately, despite my efforts over several weeks, duo has not worn it. As a Duolingo plus member, I find this situation very disappointing. I'd love to see him wearing the outfit, so I'm reaching out to request help in fixing this issue. If that's not possible, I kindly ask for a full gem refund. I want to use them for more lessons since I'm tired of investing in that owl and not getting much in return. Thank you for your anticipated assistance. Have a great week! - H.

Good morning, My name is Carlo Scartoni and my email is [redacted] My user number is CarloScart834515. I have been a Duolingo customer since August [redacted]. I am reaching out because I want to cancel my annual Duolingo subscription, which I activated in August [redacted] and is set to renew on October 31, [redacted]. Despite following the procedure to cancel through my Apple ID, I am only given the option to confirm the subscription and authorize the transaction. I have attempted this process multiple times. I am seeking clear instructions on how to cancel the subscription renewal as I do not wish to continue and do not want to be charged. If I do not hear back soon, I may need to block my credit card and report this matter. Best regards, Carlo Scartoni

I recently lost my [redacted]-day streak on Duolingo, which is really disappointing. Despite doing a lesson and purchasing two streak freezes three days ago to cover my upcoming travels, the app now shows 0 days and my streak is gone. The two streak freezes I bought seem to have disappeared as well. I would appreciate it if you could help me restore my streak as I'm feeling quite upset and demotivated to continue learning.

Hello, I am reaching out regarding my recent Duolingo exam experience on July 24th. Initially, I was thrilled with my results, only to find them vanish shortly after with a notification stating my test wasn't certified. The reason provided was that I looked away from the screen for an extended period and urged to retake the test, emphasizing the need to maintain eye contact with the camera throughout. I want to stress that I never looked away from the screen! It's frustrating that despite taking the exam five times, I keep receiving the same outcome. I feel like there might be an error as I am certain I followed all the guidelines. I urge you to thoroughly review my test recording to confirm that I didn't look away. I am willing to go the extra mile to prove my compliance if needed. Your attention to this matter is greatly appreciated as I am eager to resolve this issue promptly. Thank you, Ulugbek

Yesterday, I took the Duolingo test and saw my result. Later, the result disappeared, and I was informed that my test wasn't certified due to allegedly turning away from the screen. Despite not looking away, this error has occurred four times. I reached out to support, provided my test appeal, and requested a review, but they are unwilling to reconsider. I spent $[redacted] on the test and still do not have my certificate. I need it for university admission in two days. Please assist me with this issue. Thank you, Ulugbek.

Hello, Approximately 15 years ago, during my time as a Dutch professor, I played a role in introducing Rosetta Stone at the college where I taught. Later on, I came across Duolingo and absolutely adored it. If you take a look at my profile under [redacted] and [redacted], you'll see that you've been instrumental in my learning journey, particularly in Russian and Arabic, among other languages. I'm truly impressed by your technical expertise and I am interested in exploring the possibility of discussing a business proposition with you. Recently, I completed a book on competency frameworks for business processes and believe that there could be potential for a collaboration between us. I'm hoping to hear your feedback on this matter. Take care and stay safe, Stefania

I have been using your Spanish program and was enjoying it until I encountered an issue on session 3 of the Restaurant lesson. The question about the check has incorrect answer options, which has been frustrating. Despite submitting complaints, the problem persists. The correct answer should be "ensalada," but the choices are "naranja" or "cuenta." This dilemma is preventing me from progressing with the lessons. Any assistance in resolving this matter would be greatly appreciated as I am considering stopping the lessons due to this recurring problem. Thank you.

Dear Duolingo Team, I recently switched to a new device and noticed that my legendary levels (purple crowns) are cracking, despite being told they would not. It's frustrating because I've dedicated a lot of time and gems to maintaining these levels without cracks. The idea that it promotes revision is not effective; instead, it hinders progress. Previously, users earned more XP for revising than for new lessons, which naturally encouraged revisiting topics to rank high and earn gems. However, now there are no gems awarded for being in the top three of the league. I propose making cracking legendary levels an optional feature for all users to toggle on or off. Users should have the autonomy to decide how much revision they need. If a user aims for uncrackable legendary levels, it indicates they believe those topics require less revision. Please consider addressing this issue, as I know many others share my sentiment. Sincerely, Niamh L.

I am having trouble with my daily lesson usage not being added to my subtotal. I earned [redacted] points this morning, but they seem to have disappeared. Additionally, when I do lessons on the weekend using the "weekend warrior" tab, no points are being awarded. Last week, despite reaching Sage level and receiving additional rewards, the total lingots were not added. Furthermore, after being placed in a different league table, my previous points were deducted. The following day, my total points were reduced again, resulting in a demotion. A follower giving me a "high five" without invitation felt like an invasion of privacy. Lastly, a technical glitch prevented my hard-earned points from being added to the total after completing a lesson, as indicated by an app that started running uncontrollably. I kindly request an investigation to ensure the security of my account. Thank you for your attention to this matter.

I have realized that I have two accounts. I wish to deactivate the undesired account "AbhigyaanD" associated with my school email "[redacted]". The account I've been using, "AbhigyaanDeep" linked to "[redacted]", contains all my progress. Due to restrictions on school Chromebooks, I am unable to access the "AbhigyaanDeep" account for school work. My request is to remove the "AbhigyaanD" account and connect my school email "[redacted]" to my main account "AbhigyaanDeep" linked to "[redacted]". It's important to note that I can't receive emails from personal accounts like "@gmail.com" or "@outlook.com" on "[redacted]", so I'll need to sign in directly with my Google credentials instead of awaiting a verification email. Thank you for your assistance.

Hello, I could use some help. I've been an O2 customer for my mobile contract, and in May [redacted], I took advantage of a promotion that offered me 3 months free of Duolingo Plus until 31 July. The deal stated that I could cancel at any time, otherwise, I would be charged £12.49 monthly. Initially, I used the service for a couple of months but then decided to cancel. Unfortunately, I couldn't find a way to unsubscribe. I checked my O2 account but couldn't see it and also looked on Apple and Google Play with no success. Even in the Duolingo app, I couldn't find an option to cancel. To my surprise, Duolingo charged me a staggering £77.99 on my NatWest account today, even though I hadn't used the app in weeks. I've been trying to manage my subscription on the Duolingo app but haven't found a solution. I really need to cancel the subscription and get that £77.99 refund, but I'm unsure of the next steps or who to contact. Should I pursue this with O2 or NatWest? I wish I could contact Duolingo directly, but I don't know how. Any assistance would be greatly appreciated.

Hi, I've been trying to cancel my Plus subscription for the last two days because it sounded easy to cancel, but it hasn't been. Please cancel my subscription immediately. I do not want it, especially since I've been trying to cancel for the last two days. I'm disappointed with Duolingo for making cancellation difficult. Every time I go to settings to manage my subscription, the only option is to "keep my subscription." I need it canceled, and if I get charged for a year because of this, then I'd like a refund. Thank you, Charles Butera.

I recently took the Duolingo test from Lebanon, facing severe electricity issues leading to no internet or wifi. Unfortunately, during the exam, I experienced a block due to a low battery notification. This hindered my ability to plug in my laptop and continue the test. While others have had two free attempts, I was unfairly blocked out without a chance to retry. As a dedicated student seeking to further my education, I urge for a solution to this issue as my future depends on the results of this test. I am proficient in English and believe I deserve the opportunity to retake the test like my peers have. The unexpected circumstances were beyond my control, and I found myself in a situation where I couldn't continue. Please allow me to retake the exam to secure my place in university.

I recently upgraded to Duolingo Plus by paying $79.00 through iTunes (Bettle [redacted]). Despite the payment being processed by iTunes and valid until April 10, [redacted], my account reverted to the free version in August. I have already contacted iTunes, and they confirmed the payment. I am missing out on the Plus service that I have paid for. I kindly request that the 12 days without service be credited back to my account, as well as any extra days needed to resolve this issue. I expect the terms of our agreement to be met where I should either have access to the Plus services or receive a valid explanation for the lack of services. Please reach out to me at your earliest convenience. Contact details: Sharmaynne L. Thomas [redacted] Harding Avenue Miami Beach, FL [redacted] [redacted]

Hello, I encountered some challenges during my test today. I purchased a new camera with a microphone specifically for the test. All was well until the interview section where I realized my camera had either turned off or switched to the laptop camera. Consequently, I couldn't see myself, but I completed and submitted the test regardless. I am worried that my test may not be certified due to this technical difficulty. The first time, there was a microphone problem, so I repeated the test. Now, after buying a new camera, it stopped working during the test. I am unsure if it was my laptop or the new camera at fault. I hope this issue can be resolved as I have already taken the test twice, paid for it, and cannot take more than two tests within 30 days. I appreciate any assistance in addressing this matter.