Business Profile

Language Training Aids

Duolingo

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Complaints

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

Customer Complaints Summary

207 total complaints in the last 3 years.
105 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/18/2023
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.
Super Duolingo automatically renewed on 12/29/2022 for $63.47. I want to cancel Super Duolingo but the instructions to do so are incorrect and I am unable to cancel. The instructions are below, but there is no option to 'Manage Plan' in the app. I want to keep regular un-paid Duolingo, I just want to cancel the paid version.
Cancelling via iOS Duolingo app:
Tap Super Duo icon
Tap Settings (top-right)
Tap 'Manage Plan'
Tap 'Change Plan', then 'Cancel Subscription'
Confirm cancellation via Apple dashboard
Business Response
Date: 01/18/2023
Hello,
The account using ********@*******.*** has not purchased a subscription. You might simply be signed into the wrong account when trying to manage your subscription. Do you have a second account using a different email address?
Customer Answer
Date: 01/19/2023
********@*******.*** is the correct email. My user name is **********. I was able to figure out how to cancel the subscription, although it wasn't the way the directions said to. The directions are incorrect. There is no "Manage Account" in the app.
I would like to get a refund of the amount paid for SuperDuo. Thank you.
Business Response
Date: 01/19/2023
Hello,
The instructions in the help center are correct. You have purchased your subscription through the website. The instructions you were following were for cancelling a subscription through your Apple account on an iOS device. Since you didn't purchase your subscription through Apple, you cannot cancel it through them. I have issued a refund for your subscription. It should be reflected in your bank account in 5-10 business days!
Initial Complaint
Date:01/13/2023
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.
My credit card was charged $83.88 on 1/9/23. We cancelled any subscription we had at least 2 years ago. I don’t know why we were suddenly charged this amount and I want my credit card refunded and all of our information removed from their system. Their invoice number is **************
Business Response
Date: 01/17/2023
Hello,
It looks like our support specialist, Joshua, has already assisted you via email. If you have any other questions, please don't hesitate to reach back out!
Initial Complaint
Date:01/05/2023
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 purchased Duolingo super in November 2022 and subsequently completed 75 units up to legendary level. I am unable now to access any other learning units other the reviews of previous units. I have attempted to contact Duolingo via various means but cannot get any response from them whatsoever. I need them to respond and advise me how to continue with the learning process.
Business Response
Date: 01/05/2023
Hello,
You have reached the end of the Portuguese course! Please know there are not new lessons with Super Duolingo. With your subscription, you gain access to an ad-free experience, enable unlimited Hearts, a monthly streak repair, and you support our mission of education. The lesson content with the free version is the same as Super! You can learn as many languages as you'd like, so you may begin learning a new course. Or if you'd like to continue working on Portuguese, we recommend beginning the English for Portuguese speakers course. This will teach English from Portuguese, giving you more opportunity to practice translating between those two languages.
Initial Complaint
Date:12/30/2022
Type:Product 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 took a duolingo exam on 2022-12-27. Everything in the exam was in accordance with their exam requirements, but duolingo is not certified. My chance to test, and no refund. And duolingo’s test scores are super unreasonable. Unlike the school test, he will tell you which questions you got wrong and where you didn’t do well. I will never know whether their scores are reasonable. His oral production will always be Give me low marks and make me keep taking exams
Business Response
Date: 01/04/2023
Thank you for letting us know about your concerns. I see you have already contacted our support team, who were able to give you a credit to take the test again at no charge. I am glad to hear it.

If you would like to learn more about how the Duolingo English Test is scored, please read this article: ******************************************************************************************************. For more in-depth information, please visit our research page: ******************************************

We are unable to provide the correct responses to test items as this would compromise the security and integrity of the test.
Customer Answer
Date: 01/05/2023

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:12/29/2022
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.
Bought super Duolingo so my family could learn a language. Turns out someone else is listed as the account manager & I cannot add anyone to the family plan to learn the language. I have been trying to contact Duolingo, but the only support info they provide is an email address, which only sends auto replies with no help. I have been in touch with them 5 times over the past 3 months with no help, no support & no resolution. They provide no support & no designated staff to help customers…I just want a refund, I’m paying for a service that I cannot even use or even get in touch with the company for support with my issue.
Business Response
Date: 01/03/2023
Hello,
It looks like you've purchased your subscription while signed into your child's account. The account that purchased the subscription is the family manager by default. I have transferred the subscription to your account so you are now the family manager and can add others!
Initial Complaint
Date:12/28/2022
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.
My account was hacked by someone. They changed my username and email address so now I have no use of my account. The hacker even canceled my account. After numerous emails sent with no response I am fed up. I just want my account reinstated. Why pay for the service if I can’t use it.
Business Response
Date: 01/03/2023
Hi ******,

Your account was not hacked. You made a request to delete the account on 12/17. That string of numbers and letters is a placeholder for usernames of deleted accounts. I see you've since created a new account and have rejoined your family plan, so no further action is needed.
Customer Answer
Date: 01/03/2023
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 point is that I did not cancel this account. I was in the middle of learning and I got kicked out and it said I would have to log in again. I was never able to log in again. The user name and email address were both changed. We only found out the new username because we were on the family plan. My question is why don't you have a customer service number to help people when their account is taken over by someone else? You can see on the attached picture that the user name had been changed from ************** to the one attached. Someone took it over and changed the email.

Regards,

****** *********
Business Response
Date: 01/05/2023
Hello,
Once again, your account was not hacked. That string of numbers and letters that has replaced your username is a placeholder created by Duolingo when an account is deleted. We have a detailed record of a request to delete your account. Perhaps you did this by mistake, but that is what happened. Due to the nature of our users speaking every language on Earth, and the size of our small team, phone support is simply not possible at this time.
Initial Complaint
Date:12/11/2022
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 requested a refund from duolingo.i.followed the steps.and reached out to dulingo to no response.
Business Response
Date: 12/12/2022
Hello,
We're sorry you haven't heard back from us. We have issued a refund and have cancelled your subscription. You should see that reflected in your bank account in 5-10 business days!
Customer Answer
Date: 12/12/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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:12/06/2022
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.
On August 25, 2022, I paid for an annual subscription to Duolingo. On November 18, 2022, I upgraded my subscription to a family subscription. I then attempted to create an account for my daughter (under 13 years old; important for context). Unfortunately, there was a bug in the subscription and the website merged our two accounts, maintaining my course history but using her information for the account. With the access restrictions for young users, I have lost much of the functionality of my account. We have created a new account for her, but I have not had full access to my account since November 18, 2022 (it is now December 6, 2022).

I have made multiple attempts to contact Duolingo and have not had ANY response:
- email sent November 18, 2022 to [email protected]
- follow-up email sent November 23, 2022 to [email protected]
- bug report submitted through website November 23, 2022 (Account Access Report); reference code *******
- email sent November 28, 2022 to *****@********.com

I have also sought the help of the Apple Store (through which I subscribed), and they were unable to assist since the issue is specific to the account with the Duolingo app.

Duolingo’s lack of response is incredibly unprofessional and the lack of contact info (live chat or telephone info) should be reviewed. However, what I would like is the following:
- rectification of the issue with my account (proper identification with my email address and correction of user age to permit full account access)
- an extension of 1 month to my subscription expiry date to compensate for the loss of access.
Customer Answer
Date: 12/21/2022
Per your message about the submission of my complaint to Duolingo (the company against which I submitted my complaint), I’m contacting you with a small update.

I have still not had any contact/response from Duolingo, however they have partially delivered on my settlement request in that my account issue has been rectified. They have not fully delivered on my settlement request in that I have neither been contacted nor do I see a credit for the month that I couldn’t fully use the App.

For your information/consideration,
***** *******
Business Response
Date: 01/03/2023
Hi *****,

Rather than creating a new account for your child, you simply changed the email address on your account. The account's email address was changed 4 times in November. The account was always able to be accessed. In fact, activity was completed using the account almost every day in November and December. If you'd like assistance setting up an account for your child, we are happy to help. However, we cannot extend your subscription due to the fact that your subscription and account were used consistently throughout this time.
Customer Answer
Date: 01/03/2023
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 business states that I changed the email address on my account. I explicitly followed the directions to setup a second account using an alias email found here (************************************************************************************************************************) and there was a bug in the system that caused the error, making my account a children's account with limited access. I suspect Duolingo rectified the bug report in restoring my account access thereby partially resolving my settlement request, as identified to BBB on Dec 14th. However, I did not have full access from the period of Nov 18, 2022 to Dec 14, 2022. While I used the app during this time, it lacked significant functionality. By viewing my streak history, there is a clear change to my usage during this period. Furthermore, I would like compensation for the outright lack of response from Duolingo until after I submitted the BBB complaint.
Furthermore, there is a subsequent bug in my account for which I will submit a bug report to be actioned. This subsequent bug is also affecting my usage of the app. I am not requesting compensation for the secondary bug, at this time, but would like it noted for future reference.
I respectfully request a one month extension to my family subscription, or a credit back to my account equating to one month of the subscription ($12.50).
Regards,

***** *******
Business Response
Date: 01/05/2023
Hello,
We do not offer compensation for bugs. We receive thousands of bug reports every day, and we fix them accordingly. We're sorry you are unhappy with my response. We cannot offer subscription extensions or partial refunds for this case. You have purchased your subscription through Apple. If you'd like to make a partial refund request with them, you may certainly do so.
Customer Answer
Date: 01/09/2023
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 there are many bugs reported, but how many of those are reported from paid subscribers as opposed to free app users? Furthermore, I have identified significant concerns over the lack of response from Duolingo prior to my BBB complaint submission. To date, the only communication I have received is via BBB. I would appreciate compensation for the lack of delivery of the service for which I am a paying subscriber, including acknowledgement of the failure of Duolingo to respond to communication requests from it’s paid subscribers.
For information (in response to the suggestion that I contact Apple): when I did not hear from Duolingo, I contacted Apple asking if they could assist. Unfortunately, since my issue was with the Duolingo application, they were unable to assist and had no contact information other than that which I had already attempted (an email address found online).

Regards,

***** *******
Initial Complaint
Date:12/06/2022
Type:Billing 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.
My daughter signed up for a 2 week trial with Duolingo from her IPhone using her own email account but used put my payment info with my permission. She then canceled her free trial with Duolingo about a week before the free trial ended to guarantee that I won't get charged when the free trial ended. Well I got charged anyway for a year subscription $83.99. I have also found that other consumers have had the same exact complaints over the last 2 years. I researched this on the internet by seeking forums about it. This seems to be an unfair practice Duolingo has been doing for some time now. They also make it difficult to get refunds back with their policies that only benefit itself. I want my refund. Please help. Thank you.
Business Response
Date: 12/06/2022
Hello,
We're sorry you have been billed for this subscription. If your daughter cancelled it a week prior to the end of the free trial expiring, you definitely shouldn't have been billed. What is your daughter's Duolingo username? We'll need access to her account to assist!
Customer Answer
Date: 02/03/2023
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.

Hello. I would like to express my dissatisfaction as a consumer to Duolingo for charging me for a subscription that was cancelled by my family before the free trial period was up. This has not been resolved by Duolingo nor have they corresponded with me about it. I apologize to The Better Business Bureau for not responding in a timely manner with an update of this. If there is any other information or questions needed to resolve this, please let me know. I thank you for your help in this matter.
-------------------------------------------------
Hello.Yes, my daughter's username to her Duolingo account is as follows: ***********. I do apologize for the slow response and my misunderstanding of how to respond.
Thank you,
Sincerely,
****** ******

Business Response
Date: 03/07/2023
Hello,
We asked for your account information in order to assist you on December 6, 2022. That information was never provided, so we were unable to locate your account to provide help.
Business Response
Date: 03/28/2023
Thank you for sharing that username with us! I took a look at the account and see that the subscription was purchased through Apple. Apple does not allow us to issue refunds on their behalf. To request a refund from Apple, please follow the instructions here: https:**********************************
Customer Answer
Date: 03/31/2023

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:12/05/2022
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 purchased a subscription to Duolingo Plus earlier this year because Duolingo offered a platform that was compatible with my special needs for learning a language. I have a neurodivergent brain -- traditional linear-style language programs do not work for me and promote my learning -- so I was careful to vet programs that employed this learning format. Formerly, Duolingo made it possible to learn in a non-linear style and this is why I selected to become a paid user. However, they made such significant and sudden updates to their app that it no longer resembles the app that I paid for at all. It now requires everyone to learn languages via a strict, linear path that does not work for my condition. I would have never paid for this new product because it does not work for me. I would like to request a partial refund for the remainder of my subscription starting when the changes were made and the app became unusable for me.
Business Response
Date: 12/06/2022
Hello,
I'm sorry to hear you aren't enjoying the redesigned learning path. We understand that this new design can be a big change for our learners. Please note that we are actively listening to user feedback and making improvements along the way. We are unable to process your refund request. The new learning path should have no effect on your subscription features (unlimited hearts, no ads, personalized mistakes review, unlimited access to Ramp Up and Legendary Challenges). I have looked at your account and see that you have already cancelled your subscription in February 2022. This prevents your subscription from renewing, so you will no longer be billed automatically.
Customer Answer
Date: 12/18/2022
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 am deeply disappointed in the lack of accountability and integrity that this company is showing in its unsatisfactory response to my legitimate inquiry and fair offer for a partial refund due to a now unusable product. They clearly do not care about people with learning disabilities and are unfairly forcing a new product on them after having already paid for something completely different. I hope this thread will be helpful to others in not making the same mistake I did by trusting this business with my money.

Regards,

******* ********

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Duolingo is NOT a BBB Accredited Business.