Complaints

This profile includes complaints for Duolingo's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Duolingo

  5900 Penn Ave Pittsburgh, PA 15206-3817

• 

  Duolingo

  5545 Walnut Street Pittsburg, PA 15232

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was prompted by the Duoling app to begin a free trial of their Super Duolingo membership. In that process it was advised that two days before the extension, I would be reminded that the subscription would be extended. Unfortunately this did not occur and the membership was extended without my approval. I am requesting a refund immediately. The membership has already been cancelled.

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Duolingo stated it would remind me of my week free trail subscription and failed to do so. I have now been charged $102 and want a refund due to lack of notification.

• Initial Complaint

  Date:06/26/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently took the Duolingo English Test and was later notified that my score had been invalidated due to an alleged violation of test policies. I was shocked by this accusation, as I completed the test independently and strictly followed all the rules and guidelines provided.When I reached out to Duolingo requesting clear evidence or details about the specific violation, I received a vague response stating that the test had gone through multiple levels of proctoring review by human reviewers. However, no concrete proof or explanation was shared, and no opportunity for a second review or appeal was provided.I expressed my concern and asked for transparency and a fair process, but I was informed that the decision was final and no further review could be facilitated. This lack of clarity and refusal to offer a path for appeal is deeply disappointing and raises serious concerns about fairness and accountability in the testing ********** a paying test-taker who was relying on this score for academic applications, this experience has caused significant emotional and practical harm. I was denied both the result I earned and a transparent explanation for its cancellation. I am now seeking an independent or higher authority to review my case and ensure my rights are respected.

• Initial Complaint

  Date:06/20/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The level of service and support from Duolingo has been terrible. My user experience has been largely left. **** responded to and they have even my paid account back to a free account for some reason. The lack of support and communication on both user experience issues with the app my account Paid status. Going to a free account is unacceptable. The customer service and experience has become extremely terrible, especially in the last couple of months and the last couple of days has become unbearable, which is why I am asking the Better Business Bureau to help in this frustrating manner.

• Initial Complaint

  Date:06/20/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've tried to reach out to customer service on several occasions via support email and have gotten no response to my complaints. My gripes are:Your app constantly gives inaccurate results when taking ****** and does not accept possible correct language variations regarding verbiage.I am getting offline indicators when using app, though I am clearly online and can access other apps without incident.Your app constantly shorts/cheats my time to get extra xp and it doesn't last the duration of time as indicated.Your app. doesn't calculate the correct points I am supposed receive and does not honor if I am on limited time to receive the full extra ***** first I began to enjoy using this app. However, now I see the seedy systematic practices and how much bugs and kinks your app. has. My overall experience has been lackluster and your app. surely needs a great deal of improvement. To not have customer service readily available to address these issue and give your paying and non-paying customers is very telling regarding your business practice. I want explanation to my gripe and a nominal solution.

  Customer Answer

  Date: 06/20/2025

  I provided all the information as stated. 

  Customer Answer

  Date: 06/20/2025

  Shonnette Messiah. Thanks for finally clarifying

• Initial Complaint

  Date:06/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been stuck in my Spanish ****** since April on and off, and still stuck as of today . Ive sent email after email after email asking for help, sending picture attachments of what ****** Im doing and where the ****** freezes. The only response I get is an automated reply thanking me for the email and thats it. Nothing happens and Im a yearly subscription holder. Id like to have your help in getting some kind of updated response. Many thanks,ChristyK

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I am writing to formally submit a complaint regarding the unfair invalidation of my Duolingo English Test results. I took the test in full compliance with the official rules and regulations. Unfortunately, Duolingo flagged my test as invalid, alleging misconduct without providing specific evidence or clear justification.This decision has caused significant harm to my academic future. I was relying on this score for my university application, and the cancellation of my certified results has left me without a valid alternative in time. I firmly state that I did not cheat in any way during the test, and I respectfully request a thorough and fair re-evaluation of my test session.Furthermore, the decision to mark previous official test scores as invalid without explanation is deeply concerning and unfair. I followed all test instructions carefully, used no external devices or support, and maintained integrity throughout the process.I am requesting:- A detailed explanation of the reasons for the invalidation.- A fair re-review of my test video/session by an independent reviewer.- Reinstatement of my certified results if no concrete evidence of cheating is found.If this issue is not addressed promptly, I will be forced to escalate the matter by filing a complaint with relevant consumer protection agencies and consider legal action.Thank you for your time and attention to this serious matter.Sincerely,

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently charged for a Duolingo subscription that I intended to cancel. I did not receive any reminder or warning email that a charge was upcoming, which is a reasonable expectation for a recurring subscriptionespecially considering this charge was for an annual plan.I have not used the service at all since the charge was made, and I contacted Duolingo support promptly to request a refund and *************** However, I was told they would not issue one. This is unacceptable for the following reasons:1.I was not given clear advance notice of the renewal charge.2.I have not used the service since the renewal.3.I contacted Duolingo immediately after the charge to request a cancellation and refund.4.The charge was unintentional, and I had no desire to continue the subscription.I am simply asking for a fair resolution and a refund for a service that I never intended to continue, never used, and attempted to cancel as soon as I became aware of the renewal. Other subscription services offer more transparent billing practices and flexible refund ************* of transaction: May 18, 2025 Price: $103.91

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were unknowingly charged $120 on September 4, 2025, for a Duolingo family plan which we never signed up for or authorized. We never used the plan and were unaware of the charge until many months later. This seemed like a scam, so we Googled it, and other people have had this issue as well. Duolingo will apparently give an upgraded paid plan as an award for getting questions right on the free app, but not make the user aware.We tried contacting ********************** directly and received no response. We tried contacting *****, who the charge came through, and they said they can only refund the unused amount of the charge. We never used any of it, and would like the entire amount refunded.

• Initial Complaint

  Date:06/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10, 2025, I paid $118 to take the Duolingo English Test using my work email address ********************* I had previously created a Duolingo account using my personal email ****************************** and I was unaware that using my work email would be considered a policy violation. There was no intent to cheat or misuse the systemI simply used the email I use most for professional matters.Duolingo blocked my account and test results without refund, citing a violation of their one-account policy. I submitted a formal appeal explaining that it was a misunderstanding and that this was my first offense. The appeal was denied without further review, and I was told the decision was final.I am requesting a full refund of $118 or access to my test results. Duolingo has refused both options so far, and I believe this situation has not been handled fairly or in good faith.Thank you for your assistance in helping resolve this matter.