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:04/20/2024

  Type:Product Issues
  Status:

  AnsweredMore 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 an opened a dispute on Better Business Bureau about another issue Everything looks like it's improving however today the app is not loading at all and I've been trying for half an hour. Obviously because I can submit a report here I am able to get online.
  
  I have had this issue previously with duolingo not loading at all. This is something that the developer needs to definitely fixed especially for a paying subscriber which I am. There should be no lag time or down time.
  
  All I get is a blank screen when I click on the app to load.

  Business Response

  Date: 04/23/2024

  Hello,

  I see we have replied to your emails regarding this issue but haven't received a response back from you. Please do not submit a complaint to the BBB when you report a bug. You can report bugs directly from the app. We are happy to continue assisting you via email. 

• Initial Complaint

  Date:04/16/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 paid for super duolingo. I can no longer access the app for my history. I have been trying to get in touch with duolingo but they have no way to reach them and they don't contact you back if you just email their support address. In fact they say in the reply that is generic that they will not even be getting back to you.
  
  They changed the design of the Icon to a frowned face which I found very unappealing and I try to uninstall and reinstall the app but unfortunately at that point everything was wiped out and now I can no longer access my history or the paid version of the app itself.
  
  When you try to call their corporate office you just get and I'll go and outgoing message that says they do not accept voicemail and they give you an email address to reach them but nobody answers.
  
  This company has no business selling subscriptions if they have no way to be reached. The app I have enjoyed using up until now. What I am getting again is the unpaid version with the extremely annoying ads.
  
  I paid for the full year and expect this to be working. I need somebody to contact me and let me know how I can get the app functioning again as it was before and hopefully restore my history as well.
  
  This is the first time I have ever encountered a company that has no customer support at all. They should not be in business if this is how they treat their customers. They certainly know how to get your money. That seems to be all they care about.

  Business Response

  Date: 04/17/2024

  Hello,
  It seems like you've submitted this complaint based on hearsay, as you emailed us less than 48 hours ago, and we did in fact respond to your email. You've created multiple accounts and are not signed into the one you've purchased the subscription with. Please refer to our response for more information.

  Customer Answer

  Date: 04/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I only received an email this morning about the different email account you have on me.  Unfortunately that is an old account and I no longer have access to that.  The account needs to be made current with the email I sent.

  There is NO way to reach a customer service person anywhere and your email prior to the one I received today states that emails are not even answered, so how is that supposed to help me.  I frankly don't care for your apparant lack of regard towards your customers.  You are not showing an ounce of concern, respect,  or good manners towards me as your paying customer.  If there's a mixup with the email address on file, then you need to ammend that or allow for a way for the customer to do so.  Nothing on the app explains anything and purposely gives no way to reach a person to go over any issues.  Your company is operating in a manner that is able to take people's money but not honor your responsibility towards the customer as a legitimate busines.  Despite many complaints online about your lack of customer service, nothing seems to be changing on your end, and your response to my complaint reflects the same attitude.

  I'd also appreciate access to the older version of the app, without the frown face icon.  You have not addressed that in your response.  The frown is ugly and not motivating. There are other people who hate it too.  I uninstalled the app and reinstalled it in hopes of making the frown go away, but it's still there.  Why design something so ugly that people who are trying to learn languages would get turned off from it.  Doesn't make any sense at all.

  Please switch my email on my account over to the one your representative contacted me at today. 
  

  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 05/02/2024

  If you require additional assistance with your account, please continue to message us via email. Again, we have replied to your message, but have not heard back from you.

  The app icon cannot be changed. It does not affect the functionality of the app. It's just a silly face used for the app icon. We change the app icon every few months.

• Initial Complaint

  Date:04/14/2024

  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 did the test for the university and I was in shock about my score, I wrote the test but Duolingo said I don’t close the programs. and I don’t have change to do to another test my score 70% I don’t accept this . Theuniversity wants 90% because of Duolingo It was not possible to confirm whether you wrote the part independently. For your test to be certified, you must close all other programs, windows and applications before resuming the exam.

• Initial Complaint

  Date:04/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 trying to cancel super Duolingo as I was told was possible and it is not possible to cancel...A child acciedently clicked on it and I don't want it ..Not in any way shape or form I don't wish to be charged for something that was acciedently added to my account. And where there is a false addendum or addition for anyone that does want it that it can be cancelled when clearly this business has made it impossible to cancel and charges you even if you do not want this ....no money has been payed but if you do not cancel you will be charged that why it says you can cancel only cancelling is not provided though falsely implies the means for cancelling is not available ....

  Business Response

  Date: 04/17/2024

  Hello,

  It is not impossible to cancel your subscription. Here are clear instructions for cancelling your subscription based on what platform it was purchased with: https://******************************************************************
  
  There is no account using the email address ***********@*****.com. If you can provide the email address or username of the account that purchased the subscription, we can assist further!

• Initial Complaint

  Date:03/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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 clearly has a policy of deceptive practices designed to increase revenue through unauthorized charges for annual subscriptions.
  
  Just like with me, hundreds of people on Reddit and Apple and Google customers are going online seeking help to find out how to get a refund.
  People suddenly find themselves being charged for an annual subscription through some sneaky method, then refusing to refund.
  I called my bank to have my debit card replaced was soon as I saw the email receipt from Google Play. I never gave Duolingo my new card information, but 2 weeks after their trial period ended, after I had reported their unauthorized charges and had my card replaced, they charged my new debit card.
  
  What good is it to have fraud protection if the crook can just contact your bank, and charge your new card?
  
  I will NEVER do business with this company again, and I find it disturbing that I have to go through all of this when the company clearly engaged in an ongoing pattern of deceptive practices.
  
  I am a disabled veteran on a fixed income.
  I can't afford to give away $83.99 on a service I am already receiving for free, or for any other reason.
  If I did, I certainly wouldn't give it to Duolingo because I refuse to patronize companies that do business this way.

  Business Response

  Date: 04/02/2024

  Hello,

  It looks like you were charged for a subscription because you signed up for a subscription on December 7 and did not cancel it before it renewed. While this is a standard subscription practice, we're sorry you find that to be sneaky. We provide terms and services for you to read and agree to upon choosing to purchase a subscription. We also haven't received any communication from you prior to this complaint. We're always happy to help, but we need users to contact us in order to do this. We have issued a prorated refund for the remainder of your subscription period.

• Initial Complaint

  Date:03/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore 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 purchased two Duolingo exams on March 23, 2024 (each exam has three submission opportunities). In the next few days, I tried a total of four exams, without exception, all The exams were all officially judged as not certified. I sent more than ten appeal emails to Duolingo customer service, but they ignored them. After the fourth exam, they forcibly banned my account, leaving me unable to use it in any form. I took the exam, and the results of the first four exams were not certified in the end. I admit that if I really violated the exam rules, then my account should indeed be banned, but I did not violate the exam rules in any way. I appealed, but the official only responded with templates and would not solve my problem. They blocked my account forcefully, refused to let me take the exam, and refused to refund my money. This is an obvious overlord treaty. Not only that, Duolingo officials also ignored all my needs as a patient with severe depression. When I mentioned that I might suffer major physical trauma, the customer service still ignored me and did not solve the problem, causing my physical condition to worsen. Therefore I request Duolingo officials to refund all my fees for the two exams (payment method is Alipay).

  Business Response

  Date: 04/02/2024

  I see you have contacted us 13 separate times this week regarding your tests, and you have not been ignored a single time. Soem of the screenshots you've attached only contain responses from our team, clearly showing that you have not been ignored. Please note, we do not provide medical advice, and are not liable for the possible hospitalization that you frequently mention. No less than 4 people have personally reviewed your tests and have determined that you did not comply with the rules, which is why your score could not be validated. No refunds are given in these cases, as outlined in the terms you've agreed to upon purchasing the tests.

  Customer Answer

  Date: 04/03/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have received your reply and understand most of your statements. Your company is an educational enterprise. I believe that all employees are intellectuals with higher education. However, I have repeatedly stated in the email that please clearly tell me the specific reasons why my test results have not been certified. The reasons I want are, for example, "You used electronic products during the test." "There were other people in the room during the test." "Your eyes were distracted during the test and you did not stare at the screen." The reasons you gave me were: I received help during the test, and I know that I did not do anything beyond the rules during the test. Of course, I will not give up the appeal because of such a perfunctory reason. And I have sufficient reason to suspect that you gave me such a perfunctory reason because you are unwilling to review my test results. Under the premise that I have repeatedly asked for a specific reason, you still ignored it, and even stopped replying to my emails. Are these behaviors also included in your company's so-called terms? Or is your terms contempt for consumers and candidates? Please give a reasonable explanation, otherwise I will fight for my rights to the end. As long as you give me a specific reason, I can provide the surveillance video of my test to prove that I did not do anything that did not comply with the test rules. If you do not investigate, give me a specific reason and cooperate with the appeal, I have sufficient reason to ask you to refund the test fee
  
  
  
   
  
  Regards,
  
  
  
  ******* **

  Business Response

  Date: 04/04/2024

  An external device is seen repeatedly and is referenced during the test. A flash from the device is also seen. This violates the terms and conditions you've agreed to, making your test results invalid, and non-refundable. 
  

  Customer Answer

  Date: 04/05/2024

  ?????:
  ???????????? ID ******** ?????,??????????????????????????,?????[??????????,?????????????]
  
  
  
  
  Thank you very much for providing the specific reasons. I believe that the external devices and bright lights that appear in the review are the desk lamp and computer keyboard I use. During the exam, there was a desk lamp on the left side of the computer. I turned up the brightness of the desk lamp while dictating sentences and writing, and Face it towards the keyboard so that I can see the keys clearly. During the adjustment stage before the oral exam, I lowered the brightness of the desk lamp and pointed it towards the face to ensure that the brightness of the screen was clear. Since I turned on the computer keyboard light at the same time, during my oral exam When, the light may reflect, I guess these may be the reasons for the non-certification of the exam. I hope you can help convey this information to help appeal. I can provide all evidence to ensure that everything I say is true (including but not limited to Surveillance video during the exam, pictures of the exam room, style of desk lamp)
  
  
  
  
  
  ??,
  
  
  
  ???

  Business Response

  Date: 04/09/2024

  We do not review personal surveillance footage. Our decision has been made and we will not be reviewing your test further.

  Customer Answer

  Date: 04/09/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

   

  If your decision is completely correct, why do you give candidates a chance to appeal? If you admit that there may be loopholes in the review, why do you ignore it when the candidates provide evidence and request an appeal, and decide the test results entirely according to your own decision? I have checked the test terms and conditions, and if the candidate is unable to take the test due to official reasons, the candidate has the right to request a refund!

   

  
  Regards,
  
  
  
  ******* **

• Initial Complaint

  Date:03/04/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore 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 a main account on DuoLingo as well as subaccounts for each of my children. My account doesn’t have ads because it’s very old. My kids’ accounts don’t have ads for outside products or services because they’re kids but it DOES have ads for the paid subscription to Super DuoLingo. These ads offer each of my children a free trial of Super DuoLingo. The problem is that when more than one child tries to accept the offer, I am charged for Super DuoLingo. I don’t have any problem with DuoLingo only wanting to offer one trial subscription at a time, however it should not continue to offer a free trial to other subaccounts when a free trial is already active on one subaccount. I attempted to cancel the subscription through apple, but because the issue happened more than once, they refused to refund me the second time.

  Business Response

  Date: 03/05/2024

  Hello,

  We're sorry Apple has denied your refund request. Apple does not provide your payment information to developers, which means they do not allow us to issue refunds on their behalf. You must contact Apple Support for further assistance. They will be happy to help you set up controls on your devices to prevent your children from making purchases without your permission.

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  DuoLingo implies that my problem is that my kids are making purchases without my permission. All they did was click “try super DuoLingo for free!” The problem is that the software offers a free trial to multiple users on the same account and then bills the account when more than one user tries to accept the free trial offer. I’m not asking for a refund—I’m asking DuoLingo to fix the problem so other people with multiple user accounts don’t get charged unfairly. Either (1) don’t say “try Super DuoLingo for free!” to subaccount X when a free trial is active in subaccount Y; or (2) allow each subaccount to have a free trial regardless of the free trial status in a different account. 
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 03/12/2024

  Thank you for that feedback! To confirm, it isn't as simple as tapping "Try Super for Free" to subscribe. There are several steps after that, including a checkout screen that details the cost of the subscription if that account has already utilized their free trial. I can see a family plan was purchased on February 10, and you have a total of 4 people using the benefits of that subscription. If you still need assistance, please contact Apple Support (they do not allow us to adjust subscriptions on their behalf). If not, please enjoy your family plan!

  Customer Answer

  Date: 03/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I understand DuoLingo’s response to mean the following (1) we acknowledge that we offer a free trial to multiple sub-users on the same account. Because there are many steps required to accept the free trial offer, the fact that we charge the account when multiple users accept the free trial offer at the same time doesn’t matter; (2) you’re using the family plan that you inadvertently purchased so we don’t have to address the fact that the circumstances under which you purchased it are shady. 
  

  If I have fairly characterized point 1, I would respond that the number of steps required to accept a free trial doesn’t entitle you to charge for it. 
  

  Assuming I have fairly characterized point 2, they are correct. I am using the family plan that I inadvertently purchased. Once Apple told me they wouldn’t refund me a second time and DuoLingo told me they couldn’t refund me at all, I figured I might as well get my money’s worth. And you know what? It is a great product! I might even be inclined to buy it again voluntarily. However, none of that changes the fact that the circumstances under which I was forced to purchase it are shady AF. I’m not asking for my money back. I _like_ the product. What I don’t like, is the sneaky pete free trial offer situation which I strongly suspect DuoLingo hasn’t even discussed with whoever programs their software. It’s not even clear to me that they understand what I’ve said the problem is. To clarify: assume account A has 3 subaccounts (A1, A2, A3). Subaccount A1 receives free trial offer and accepts. Subaccounts A2 and A3 continue to receive free trial offers. When A2 accepts free trial offer, account A is charged. This is no bueno. You should fix it. 
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:02/25/2024

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 purchased an English test from Duolingo to apply for a student visa. After 2 days waiting as per their policy, they refused to release the test results. I did the test again, still the same issue with them.
  
  I reached out to almost everyone on the company to help me resolve my issue, but they're simply ignoring and not helping.
  
  All of that caused me to lose my scholarship at my university because of the delay to submit my test to complete my documents.
  
  All i want now is a refund.

  Business Response

  Date: 02/27/2024

  Thank you for your feedback on the Duolingo English Test. All test takers agree to our Terms and Conditions before purchasing and taking the test. According to these Terms and Conditions, anyone who violates test rules will have their result invalidated and will not be eligible for a refund. You can read more about our rules and refund policy here: https://*****************************************. I do see that our support team responded to your messages in October 2023 to explain this situation.
  

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I clearly stated that they stopped replying, not that they haven't reply at all, and all replies haven't solved the issue. I lost my scholarship because of that and its impossible that I violated the policy when I have something serious and urgent like a postgraduate study pending on the line! I have attached their first email; they actually condemned the Customer Service attitude that they didn't help me from the beginning. The other attached is their reply when I recently contacted them stating that they agreed with my bank to refund the cost, you can tell from their last email they didn't deny the connection with the bank, they didn't deny that they agreed to refund at the beginning, after I also reached out to the attorney general of Pennsylvania government.

  I have lots of messages to them which is left without a reply, and I have the email from my university losing my scholarship and I have the message from my bank which state they closed the matter with Duolingo since October, I'm willing to share all of that privately when everything to close this matter.

  Also attached the next test that I took, there was no violation, no need for the hassle, its only an interrupted internet connection.

  
   
  
  Regards,
  
  
  ***** * ****

• Initial Complaint

  Date:02/22/2024

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  Last year, I signed up for a free trial subscription with the DuoLingo app, then I was charged for a renewal because I forgot to cancel my subscription before it automatically renewed. The Duolingo app charged me, so I decided to request a refund through Apple Pay soon after that, and it was approved and refunded.
  
  Months later, I decided to try another Duolingo free trial subscription. I didn't think the app was that great, so I made sure to cancel my subscription EARLY, before it could be automatically renewed like the last time. But Duolingo renewed my subscription ANYWAY, even after I cancelled it ahead of time, and then charged me $90.92! When I saw the charges, I was angry and cancelled it AGAIN the same day it renewed, and wondered why my cancellation earlier had been disregarded or overridden or something.
  
  Duolingo had made an unauthorized renewal and charged me for a year-long subscription, so I requested a refund through Apple Pay. It is impossible to contact DuoLingo via phone; it seems that only emailing them is an option. I have tried online chat, and the representative said they can't help me.
  
  The DuoLingo app did not have my authorization to renew my trial subscription this time, or to charge me for the subscription. I haven't used the Duolingo app since that unauthorized renewal date either. But the DuoLingo company is refusing to refund the unauthorized charges of $90.92 this time, which is not acceptable.

  Business Response

  Date: 02/27/2024

  Hello,

  I'm sorry to hear you were billed for an unwanted subscription. Apple does not allow us to cancel (or reactivate) subscriptions on users' behalf. There is no subscription on the account using **************@*****.com. If this second subscription was purchased through Apple, you will need to contact them to request a refund. If not, please provide the correct account email address, and we will be happy to assist further!

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [The email you have is not the correct email associated with my apple account, my Apple email is **********@*****.com.]
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 02/27/2024

  Hello,

  The account using **********@*****.com hasn't been used since it was created in 2015. You must have a third account with a third email address if you have an active subscription.

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [As you can see the **********@*****.com is the email associated with my Apple ID and therefore the email used to make purchases and downloads.]
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 02/28/2024

  Your Apple ID isn't necessarily the same email address you use for the Duolingo account associated with the subscription. Please do the following: Open Duolingo from any account on that iOS device. Visit the settings page and tap "Restore Purchases." This will transfer the subscription to that account, and I will be able to trace its history to see with which account you originally subscribed. Please let me know once you've done this.

  Customer Answer

  Date: 02/28/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Okay I did that.]
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 02/29/2024

  Thank you. Can you please tell me what account you completed those steps with? I still don't see a subscription on either account using **********@*****.com or **************@*****.com.

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [I just did exactly what you told me to do, I opened Duolingo and went to settings and “restored subscription” (since it didn’t have a “restore purchase” button).]
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 02/29/2024

  That's right. Since it's been established that you have at least 3 accounts, I still need to know which account you were signed into when you pressed that restore button. Can you please tell me what account you completed those steps with? I still don't see a subscription on either account using **********@*****.com or **************@*****.com.

  Customer Answer

  Date: 02/29/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Okay, so the email registered on my Duolingo account is ***********@*****.com.]
  
  
  
  Regards,
  
  
  
  ***** *****

  Business Response

  Date: 03/05/2024

  Thank you! I can confirm that this subscription was purchased through Apple on the account using ***********@*****.com. As outlined earlier, purchases made via Apple are only able to be refunded by Apple. For privacy and security purposes, they do not give your payment details to developers, so you will need to contact Apple Support to request a refund. I also recommend closing all but one of your accounts to prevent any future confusion. Have a great day!

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [I have already contacted Apple and they’ve told me I have to contact Duolingo for a refund but there’s no way to contact them, the number I found for them didn’t work so I contacted my bank and they said that I need proof from Duolingo that it wasn’t supposed to go through but obviously that’s not possible if I CANT contact Duolingo. I’ve literally contacted everyone that I can and I just keep getting a run around from everyone!]
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:02/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased the Family Plan for foreign language learning and one of my family members, who was on that plan, lost access to their account. I have made repeated attempts through email asking them to help rectify the issue and have never heard back from them even as of this writing. I have continually provided them my contact information as well as the family member who has been denied service.
  They do not have a customer service center or phone service where one can speak with a technician.

  Business Response

  Date: 02/19/2024

  Hi ****,

  I'm sorry you haven't heard from our support team. The user *********** was manually removed from the family plan from the family manager's account. I have added them to the plan again, so they should have access to Super Duolingo now. As the family manager, you may add and remove users as you please. Keep in mind, when you remove a user, they will no longer have access to the subscription. From your messages, I can see that the last day they were active was the day before they got their new device. Please make sure they are signing in with ************@*****.com and their password to access their account. I have sent a password reset email to that address in case they have forgotten their password. 
  I found the original messages you've sent. We have a support team dedicated to assisting Super subscribers. That email address ([email protected]) should have been provided to you upon subscribing. If you need assistance in the future, please send an email to that address, and it should be responded to in 1-2 days.

  Customer Answer

  Date: 02/20/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *****

  Customer Answer

  Date: 02/20/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  My family member has not received any response from the Duolingo company and cannot access their account.  In response to that email sent this morning, everything is still where it was when I submitted that complaint.

  
  
  
  Regards,
  
  
  
  **** *****

  Business Response

  Date: 02/27/2024

  Hello,

  We did not contact your family member directly. You made a complaint with the BBB, which requires us to communicate with you here to resolve the issue. The account using ************@*****.com hasn't been accessed in over 2 weeks. I checked the account again, and the subscription is active. Your family member simply needs to sign into their account to continue using it.

  Customer Answer

  Date: 02/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  

  That account has not been accessed in over two weeks because that family member has not been able to gain access. We have repeatedly requested a reset link that we have never received. That lack of access, which continues as of this writing, was the reason for this complaint. I have been a Duolingo subscriber for over two years and until the last few weeks have never had such issues. I payed for the family plan but the family member cannot access their account and do not receive an email when trying to reset their password.

  You noted that you do not contact others in your message, however, earlier in my complaint you stated that you had sent a message to the family member who cannot access their account (by the way, they did not receive that email either). I have not received any correspondence from your company in the past three weeks. 
  
  
  
  Regards,
  
  
  
  **** *****