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:02/12/2024

  Type:Customer Service 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 premium version of the app in 2021, Ave have paid $90 every August since. I had to get a new phone suddenly, got a new phone, my apps weren't backed up so I had to manually add all my apps from my old phone. All apps except duolingo allowed me to simply sign in. When I attempted to sign in on duolingo, it wouldn't allow it; directing me to sign in with Google, which opened a new, unpaid account. As a result, I'm locked out of the account I'm paid up until August, and my progress streak is broken. I've sent two emails asking for help and have received no return correspondence. I believe this is fraud; I'm being wilfully kept out of my paid account.

  Business Response

  Date: 02/13/2024

  Hello,

  It sounds like you are simply signed into the wrong account. The account using **************@*****.com has never purchased a subscription and has never completed any lessons prior to February 2024. If you subscribe via Apple, there is an easy way for us to locate the correct account. Please open the Duolingo app on your iOS device. Visit the settings page in the app and tap "Restore Purchases." This will temporarily transfer the subscription to your new account, and I will be able to see the account it was previously linked to. Once we have that info, I'll help you manage your accounts and get the subscription back to the original! Please let us know once you've done this. Thank you!

  Customer Answer

  Date: 02/13/2024

  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 *super duolingo* account *is* under the email provided; it's among my Google subscriptions, and I get progress emails at **************@*****.com. The response is merely a denial of the facts; more toying with me, as the company has done many times last year. Also, I don't have apple, the response provided no recourse for android. When I attempt to login,  the system says it recognizes the account and directs me away from regular login to a new account. That's not normal, and plays like terrible admins continuing to abuse my account like they've done most of 2023. The fact that this is the very first actual interaction I've had in four years says it all, because you were *forced* to reply.
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 02/15/2024

  Hello,

  I reviewed your email history to us. To be honest, we simply do not engage with users when sent messages with subject line "F**k you b***ards" like you have sent in the past. This is why we haven't replied to your messages.

  Once again, you must have a second account with a different email address. The account using **************@*****.com was created in 2022. According to your messages, you purchased a subscription in 2021. It is not possible to purchase a subscription prior to creating an account.

  If you can provide the correct account information, or an Order ID from Google Play, we are happy to help.

  Customer Answer

  Date: 02/16/2024

  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.
  
  
  
  In their response they falsely claimed I had no history prior to February: https:****************
  
  This is a blatant lie: https:****************
  as my payment history from 2021 to the present is in my bank records and in their system. 
  
  They recently sent a progress report to **************@*****.com: 
  https:****************
  
  I have screenshots to back all of my initial claims, as well.  The company is wilfully keeping me out of my account and continuing the taunting I've put up with all last year using the app.
  
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 02/19/2024

  We didn't say that you never purchased a subscription, just not on the account using **************@*****.com. You have an account using **************@*****.com, however, it was not created until 2022. Again: If you purchased a subscription in 2021, then it was absolutely using a different account. Again, it is not possible to purchase a subscription without having an account, so you must have been signed into another Duolingo account when you made that purchase.
  We send progress reports to every account that is registered with us. The account using **************@*****.com had absolutely no activity on it between 2022 (when it was created) and February 2024. We are not purposefully keeping you out of your account. On the contrary, I'm trying to assist you, regardless of the nasty and offensive messages you've bombarded our support team with. You are simply not using the correct account. If you can tell me the email address you used to create your original account, I will be able to assist.

  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.
  
  
  
   I haven't sent any such messages by email, that's a lie designed to discredit me. You're stuck on semantics; my account says since 2021, so I started that. How can I have an account with 300,000+ xp since 2022 and not have used it? That's another lie. When I attempt to log in,  I'm diverted from it by a prompt to login with Google,  instead of being allowed to simply login. The Google prompt creates a new account. You all know exactly what's happening,  and could easily remove that diversion from my account and allow me access.  You don't for the same reason your employees sabatoged my account multiple times,  which I wrote unanswered emails to you about. Your company stands out in the play store as one that never answers *any* user reviews like all others do. I use a much better,  non predatory language app now.  I'm only insisting to be let back into my account because I'm paying for it. The fact that you're so combative and unprofessional about this shows that you're not American. It's how outsourced foreign workers act.  Again, my account has over 300,000 xp and a great deal of earned achievements. This shows that your insistence of me not using the app is another paper-thin lie. Just drop the Google prompt and let me log in,  it's that simple. 
  
  Regards,
  
  
  
  **** ******

  Customer Answer

  Date: 02/26/2024

  Oh darn. I checked my account using my old email and it was there,  not under my current email; so I was wrong.  If you could please adjust the company's rating and classify the matter as resolved, so they don't have to suffer from my mistake. Thanks again. 

• Initial Complaint

  Date:02/12/2024

  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.

  I enjoy learning and chose to use Duo lingo . I made sure to carefully select NO, USE FOR FREE. Experian emailed me to make me aware that my credit score dropped 7 points due to owing you $83.??. Not only did I not sign up for that, I received no bill, nothing. I had to hear from a credit bureau. This is a great App but perhaps you should change this issue. Thank you

  Business Response

  Date: 02/13/2024

  Hello,

  The account using ************@*****.com has never purchased a subscription. We do not report subscription payments to credit bureaus either, so I'm unsure why Experian would be contacting you regarding your Duolingo account. Unless you have another account with a different email, I think it would be best to contact Experian directly.

  Customer Answer

  Date: 02/13/2024

  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.
  
  
  
  Since I had to pay without a refund, please have her keep the subscription anyway. That is without charging me AGAIN.  Thank you in advance.

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

• Initial Complaint

  Date:02/05/2024

  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 been using DuoLingo for about a year and use the language-learning software on my phone and my PC. I upgraded to DuoLingo Max, an advanced version of the software, on 12/24/2023 for $167.99. I can access Max on my phone, but not on my PC. I reached out to customer support via email at [email protected], and they acknowledged receipt of my email and gave me a reference number: *******. I've followed up with them via email on 1/22/24, 1/24/24, 1/25/2024, and 2/5/2024, but they are unresponsive and have not resolved the problem.

  Business Response

  Date: 02/06/2024

  Duolingo Max is a feature that is exclusive to the iOS app version. Please use the iOS app to access Max features!

  Customer Answer

  Date: 02/08/2024

  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 accept and now understand that the Duo Lingo Max is not available on my PC. However, I don't accept the FACT that they would not take 20 seconds to reply to my multiple messages asking for a solution. If they have too many users to reply to an individual's issue or complaint, they should hire more people... and if they have so many users, then they should be rolling in money and could hire enough people to provide stellar customer service. In relation to this, they need a call center where this issues can be resolved immediately so they don't alienate loyal customers. 

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

• Initial Complaint

  Date:02/03/2024

  Type:Customer Service 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 am filling out this complaint because I see in some cases this has resulted in the company contacting the customer. I am trying to access an established account on a new device. I don’t remember the password and have not been able to reset it using email. Please reach out to help me open the account before I give up on your app altogether! I have sent multiple emails and have not received a reply. There is no customer service phone number anywhere. Considering there is a paid option that they advertise very heavily I would say I don’t recommend this app because if anything goes wrong they are impossible to reach.

  Business Response

  Date: 02/13/2024

  Hello,

  We're sorry you haven't received a response to your emails. I can see that your account has activity every day since before you filed a complaint, with several lessons being completed each day. If you still need assistance, please let us know!

  Customer Answer

  Date: 02/13/2024

  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 need the business to contact me, either my phone or email. Yes I can still access both accounts, but they are on incorrect devices. I need help accessing my daughter’s account so I can set it up on her iPad and set up my account on my phone. 

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

  Business Response

  Date: 02/19/2024

  Hello,

  We have sent password reset emails to both accounts. Please create a strong, unique password that you will remember. Then simply sign in on any device you'd like to access your account.

  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,
  
  
  
  **** ******

• Initial Complaint

  Date:01/27/2024

  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 reassured me several times that they would remind me 2 days before charging me for their yearly subscription. They did not do that via email, notification, nothing. This is deceitful business practice and no one should trust Duolingo.

  Business Response

  Date: 02/06/2024

  Your free trial doesn't expire until February 16. Make sure your notifications are turned on to receive your reminder. 

• Initial Complaint

  Date:01/16/2024

  Type:Product 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 had an option to repair my 52 day streak using gems. I didn't have enough gems though so I purchased **** gems. When I tried to repair my streak again, I no longer saw the prompt to do so. I'm very sad about this, and would just like to have my streak repaired.

• Initial Complaint

  Date:01/07/2024

  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 purchased this app in May 2023. Due to issues with my iPhone I had to delete and re-install the app. Since then I’ve been unable to login with my user ID and password despite having paid for a yearly membership. I have tried to reset my password several times to no avail, and I have emailed the company twice detailing my issues and seeking a resolution as of January 5, 2024. I’ve had zero contact with the company to help resolve the situation.
  
  Given the absolutely reprehensible level of customer service, I wish to have my membership fee refunded.

• Initial Complaint

  Date:12/31/2023

  Type:Billing 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 signed in for a free trial at Duo lingo but they didn't give any option to quit the free trail. Then they charged me 83.00 without my consent.

• Initial Complaint

  Date:12/31/2023

  Type:Product 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 locked out of my duolingo account for a couple of weeks. The password reset feature does not work - when I reset the password, it tells me the password is incorrect. (This has happened on several tries.) When I try using my email address as my account name, it tells me there is no account associated with that email address (even tho Duolingo emails me password reminders on that address). There is no way to talk to a person - the customer service recorded message refers customers to email addresses. And when you email them or use the "report a bug" function on the website, you receive an email stating that you are very unlikely to receive an individualized response. At this point, I can't use the service, and I don't even have a way to cancel my account in order to stop being charged. I would like to be contacted by Duolingo to either have my account restored of canceled. I do not want to be charged for a service I cannot use.

• Initial Complaint

  Date:12/18/2023

  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.

  YOU SCAMMERS! THIS IS ABSOLUTELY UNACCEPTABLE. FIRST, YOU NEVER MANAGE TO RECOVER MY COUPON CODE, AND WHEN I FINALLY GET ONE, YOU DELIBERATELY DELAY IT. CUT IT OUT WITH THIS UNJUST TESTING. ALL YOU CARE ABOUT IS RAKING IN CASH WITHOUT A SHRED OF FAIRNESS! SHAME ON YOU!!!!!!