Duolingo Customer Service Issues

In both the Duolingo mobile app (version 5.85.4) and browser version, there is an issue when completing sections. Upon reaching the final level of a section, the system fails to offer the completion of 8 legendary tasks for +40 points as it should. Instead, the section immediately closes and becomes inactive without displaying the yellow owl bar for legendary level progress. This problem began on section 33 and persists through section 39. It first appeared on version 5.83.4, not immediately after updating but after some time. The glitch seems to affect both the app and browser versions. I would appreciate if this issue could be resolved so that I can access and complete the legendary tasks at the end of each section. Username: al_shev.

In March [redacted], I bought the Plus Option on the Duolingo app to enhance my Arabic and Portuguese. Regrettably, the app stopped working in the summer, and I've been unable to access the Google Store since then, receiving an error message. I am dissatisfied with not being able to utilize the app after investing in it. My initial request at Google was referred to the developers, so I am now requesting a refund directly from you. I would appreciate your prompt attention to this matter. Sincerely, Olga H. P.S. I have already sent this email twice, in November [redacted], and also reached out via Instagram, but have not received a response.

I signed up for Duolingo Super assuming I'd pay $6.99 monthly through PayPal starting 12/28/[redacted]. However, I was actually charged $90.08 for a full year yesterday, not what I agreed to. I canceled, but was informed my subscription runs until 12/28/[redacted]. Despite trying, PayPal couldn't stop the charge and said to contact Duolingo, which seems impossible. I want my Duolingo Super subscription to stop immediately, and a refund of $90.08. I'm willing to pay $6.99 plus tax for one month only.

I, T.W., manage our family plan and I have encountered an issue with the Duolingo app. On my iPad Pro, Duolingo works perfectly, displaying my progress from lesson one to seven. However, when I installed the app on my iPhone for learning on-the-go, it created a separate account with no progress, prompting me to start from lesson one. I would appreciate any assistance in resolving this problem. Thank you.

I tried to subscribe to Plus, but I found it difficult. I am not comfortable adding my credit card details to Google Pay, and I just wanted to pay you directly. I attempted to use PayPal, which turned out to be a cumbersome process that was not user-friendly. Even after completing the payment steps, I was then prompted to provide a password without clear instructions, leading to confusion and frustration. Unfortunately, this experience made me reconsider paying for a yearly subscription fee. Was this the intended user experience you were aiming for?

I purchased the Super Duolingo family package last year, but did not renew it for this year. Recently, I noticed a 60% discount on the Super Duolingo package. I attempted to verify if it was a family package, but could not find any clear information. Given the discount and package price, I assumed it was a family package and proceeded to activate it. However, I am now unable to add my family member. I paid $59.99, which leads me to believe the original price was around $[redacted] before the discount. I seek assistance in adding my family member to this package. Thank you.

My spouse had a subscription to Super Duolingo, which we upgraded to the family plan on December 27, [redacted]. Her name is S.A. Cochran, and her email is [redacted] We used my credit card in the name of G. Cochran for the upgrade. The issue is that the unused portion refund from the Super Duolingo wasn't credited back. Instead, my credit card was charged for the upgrade to the Super Duolingo Family plan. I also want to use DuoLingo under the family plan I paid for, but there seems to be no way to add me using [redacted] I'm reaching out for assistance to avoid having to dispute or charge back the amount. S.A. Cochran has been a long-time paying member, and it would be disappointing to cancel the subscription.

Greetings. I have been studying Spanish daily on Duolingo since February [redacted]. I maintained a streak of [redacted] days until my recent visit to Cuba, where I lost my phone and couldn't access the Internet due to being in a remote location. I had recently purchased Duolingo Plus. I am now back in Ireland and am wondering if there is any way to reclaim those lost days. I was so close to a two-year streak. Best regards, Ceith Ó Duinnshléibhe / Keith Dunleavy

I purchased the sale for a 60% discount, mainly because my kids were using Duo as well and wanted the unlimited plan. However, after the purchase, they were not able to access it through my account. Despite sending several messages to the help desk, I have not received any response or call back. When attempting to upgrade to a family plan, it automatically wants to cancel my recent purchase and charge me for a pricey one-year family plan. I feel frustrated because I might lose the $59.99 I just spent. It's disappointing and unsatisfactory that there seems to be a lack of support for users who contribute to the app's success by investing money in it. If not for the fear of losing my money, I would switch to a different app for my kids.

Good afternoon, J.A. Zurita Cárdenas, I would like to address the issue regarding the cancellation process of my Duolingo Plus subscription. Despite the information on your help center stating it can be canceled at any time under "settings," I have been unable to locate this option on the website. I hereby request the immediate cancellation of my Duolingo Plus subscription and a refund of the charged amount. I also request the cancellation of any future payments for this service that I no longer wish to subscribe to. Additionally, I seek clarification as to why the cancellation instructions on your website do not align with the actual process, leading to deceptive advertising practices and the involuntary continuation of a service and payments against my will.

Hello, I'm wondering how I can only earn 5-10 points in a lesson, doing around 30 lessons gives me a total of [redacted] points in one day. The first person received [redacted] points in a single day. They might be receiving more points due to 70 days of experience on Duolingo and being in the Diamond league for the first week. I, on the other hand, have been in the Diamond league for 3 years and [redacted] weeks. I paid for a year to stay in the Diamond league, but now I regret it and would like a refund. I'm really not enjoying Duolingo anymore.

Hi there, I gifted a Duolingo subscription to my mother three years ago. Two years ago, I asked her to cancel the subscription, which she did by deleting her account. However, I have been billed for another year's membership now, in addition to last year's. I am frustrated by the lack of an easy way to close an account that was a gift and which I don't have access to. I would appreciate a refund for the unauthorized charges. My mother's name is Pascale Melia. I would like someone to assist me in definitively closing this subscription. Thank you for your assistance. Best regards, Gauthier Mélia

Dear Sirs, I have a yearly subscription with your service. I recently received an offer in the mail to renew it, which I mistakenly did, thinking it was for my existing account. However, upon checking, I realized that the new account seems to be a duplicate as it placed me in lesson number 1, whereas I am at a much higher level. My name is Marisela Matan, and my last payment was made with my American Express card ending in [redacted], which I would like to cancel. Please verify if there are multiple accounts under my name so I can continue using the one I have been paying for until yesterday. To resolve this issue, I kindly request to only keep one active account and cancel any duplicates. I await your prompt assistance and confirmation. Thank you, Marisela Matan

Hello, I have been learning German on Duolingo for about 3 years. I noticed that on my app, I am currently enrolled in several courses including German-in-French, Latin-in-English, Russian-in-English, and German-in-English. I realized that I no longer wish to continue learning German-in-English and would like to remove it from my account. Upon researching, I found out that I can only delete a course using the web version of Duolingo. However, when I checked the website, I saw that I am not enrolled in the German-in-English course there, even though it still appears on the app. In summary, I want to stop learning German-in-English, but I am unable to delete it from the website since it does not show up there. I kindly request for the German-in-English course to be removed from my app as well. Thank you in advance, Best regards, The Duolingo team 😁

I completed a session but did not receive the XP points, and I remained in the same League instead of moving up to the next League. I would like this to be resolved promptly by: - recalculating my points, adjusting my ranking, and moving me to the correct League (Diamond). - providing extra XP to make up for the delay caused by your error. - receiving an apology for this issue, especially during the final minutes of the challenge. Very dissatisfied with the application I have dedicated several weeks to. If this matter persists or is not resolved quickly, I will express my dissatisfaction in a manner of your choosing.

I would like a refund of 4.99 euros for a purchase made in error by my underage child on the Duolingo app. I have reported this to Google Play and the developers of the Android system for Duolingo, but without any success. The charge was not authorized by me, the account and sim card holder. I had also requested Vodafone to block online purchases, so I am seeking a refund for the amount unjustly taken.

Since October [redacted], I have been studying English on Duolingo. I completed all levels, including introduction, base 1, base 2, and the final challenge of the English course. However, I am unable to progress to the next level. Despite trying to use the app and the web version, I am facing the same issue. The program consistently brings me back to a legendary challenge at the end of an exercise where I am supposed to receive a crown. This challenge consists of 8 levels, and although I have completed all of them, I am unable to access the final one, level 8. When I select it, the program gets stuck and returns me to the sequence of exercises. While I have earned crowns for all other exercises, this particular one remains incomplete with a yellow status, indicating I have not finished it. This appears to be a software issue, and despite having a paid family subscription, I am unable to continue my studies. Thank you for your assistance. Best regards, Francesca.

Hello, I have had a Duolingo Plus subscription for nearly three years. I have been using the iOS app and previously used the desktop version on my mobile through Firefox. Until last year, I was completely satisfied. However, now my subscription is set to renew at the end of March, and I am not planning to renew it. I am reaching out to ask for solutions to my concerns that are leading me to want to cancel my annual subscription. The issue is that since the forum has been closed, those of us learning Italian from French are completely in the dark. We no longer have a way to understand the hints and grammar rules before each lesson. The only thing we see at the beginning of chapters is 4 or 5 phrases with translations but no explanations. As a result, we have to randomly answer questions without truly understanding why our answers are right or wrong. I do not see the benefit of paying a subscription for only unlimited lives. If I have to pay a subscription and then spend hours researching everything by myself, it is not advantageous. The more I progress in the course, the more time I have to spend looking for explanations, and I am increasingly frustrated. Instead of improving your services for subscribers, you have cut essential services in our learning process. Before, when I had a wrong answer, I could ask a question by clicking on the light bulb icon or read what the moderator replied to those who asked questions. I have searched for weeks for how, since the forum closure and changes in the application, you now allow us to have answers to our questions or a summary of key points to remember for each chapter. I have found nothing. I have discussed this with several Duolingo Plus subscribers. Those learning Italian from English do not seem to have these issues. However, all of us taking the French-Italian course feel (just like me) that we are left on our own. We even feel like we are being scammed. Therefore, many of us are seriously considering canceling or not renewing our subscriptions. We are actively looking for an alternative that will guide us in learning Italian. Currently, with Duolingo Plus, we have to learn by answering randomly and trying to make connections ourselves to explain why our answers are right or wrong. I sincerely hope that you can provide me with solutions. My subscription ends at the end of April, and if no solution is provided, I will not renew my subscription. C. Godard

I have been using Duolingo for over a year now and have maintained a streak of [redacted] days. Unfortunately, the app has not been functioning properly for the last two days. I am experiencing issues with loading lessons, viewing the feed, and checking the league status. My internet connection is stable as other apps are working fine. I have managed to keep my streak with the streak-saver feature, but I am concerned about losing it once these save-ups expire. I kindly ask the team to address and resolve this problem promptly. Thank you.

I am facing an issue with Duolingo using my Streak Freezes incorrectly. Despite practicing every day, my Streak Freezes are being depleted unnecessarily. I believe the 24-hour window for practicing should reset at midnight. I acknowledge that users are spread worldwide across different time zones, but this poses a challenge for individuals with jobs. For instance, if I practice at 15:00 one day but can only practice at 19:00 the next day due to work, Duolingo marks it as a missed day and uses my Streak Freeze. I wonder if there is a way to address this to make the system more accommodating to users like myself who have busy schedules.