FrançaisEnglishEspañolDeutschРусский中文日本語
Help
A question, a defect, a payment that did not go the way it should: it all arrives in the same place.
Writing to us
We answer within three business days. Inside the app, the feedback icon at the top of the screen opens the same channel and attaches the screen you are writing from, which saves a round trip.
What to tell us
- the email address of the account;
- the device and system: iPhone, Android, or which browser;
- what you expected, and what happened instead;
- a screenshot whenever there is something to see.
Without the account address we cannot check anything: it is the only key that ties a request to what the service knows.
Subscription and billing
A subscription bought on the App Store or Google Play is managed in the store's subscription settings, on your device. We have no control over it, and refunds are requested from the store, not from us.
A subscription taken out on the web is managed from the subscription screen.
Account, data, deletion
My account lets you take your data with you and delete your account. The steps, and what survives deletion, are set out on the dedicated page.
What the service collects, and why, is in the privacy policy.
When something is not working
- No sound. Check the silent switch and the media volume, which is separate from the ringer volume.
- The microphone hears nothing. Permission is granted the first time it is asked for, and afterwards it is changed in the system settings, not in the app.
- The tutor does not answer. The conversation happens live and needs a stable connection; a wavering network cuts it.
- A diagnostic screen appears. The app could not find the server. Write to us, with whatever the screen shows.