https://www.duolingo.com/StefWester

Duolingo won't cancel my subscription.

Duolingo won't cancel my plus subscription. I have an android but subscribed through the app, as such Google play doesn't think that I have a subscription. I have emailed 4 times now asking them to cancel it. They reply saying they will look into it and then I get charged again. I'm at sea and this app never worked for me. I'm at my wits end.

October 22, 2017

9 Comments


https://www.duolingo.com/psionpete

Have you tried contacting your credit card company? They should be able to prevent more cash being taken.

October 22, 2017

https://www.duolingo.com/Usagiboy7

Psionpete's suggestion is a very good one whether it is a credit card or a debit card. I had to do this once for a web domain I'd rented. It kept re-upping and I'd exhausted every other method of canceling it.

October 22, 2017

https://www.duolingo.com/Usagiboy7

Oh, PS in the replies where someone is saying they will look into it, is it automated or from an actual person? If it's automated, I wonder if it's not fully delivering the ticket to whoever in staff oversees this stuff. :(

Anyhow, there should be a reference number generated when you've gotten a reply, even if it is automated. When you've sent follow up emails, have you included that reference number? That's really important to do. If you haven't, I recommend collecting the reference number from each email reply you've gotten about this issue when you contact them again.

October 22, 2017

https://www.duolingo.com/FrenchByte

I'm pretty sure it's automated if it says the exact same thing every time. I don't think anyone thinks it's better to reply themselves than having it do it itself.

October 22, 2017

https://www.duolingo.com/kaeladedah

I actually review the purchase issue tickets. :)

If you ever get stuck in a loop of auto replies, please make sure you've submitted your ticket as a purchase issue via the bug report form. If you submit it as a bug or other issue, I won't see the ticket.

You may also email me directly at bedics@duolingo.com.

October 23, 2017

https://www.duolingo.com/kaeladedah

Hi Stef. It sounds like you're stuck in a loop with our auto reply.

Please email me directly at bedics@duolingo.com. Please also include a screenshot of your order confirmation. I'd be happy to refund your subscription as soon as possible.

October 23, 2017

https://www.duolingo.com/Usagiboy7

Hi kaeladedah, thank you for your assistance. I messaged them privately because I wasn't sure you wanted your email fully public. But, I'll go ahead and post it publicly when I come across folks who sound like they are stuck in the loop in the future. :)

October 23, 2017

https://www.duolingo.com/Usagiboy7

Stefi, I made some progress on this. I am sending you the information you need via private message. Please make sure that the email address associated with your Duolingo account is correct. If it is, you should receive my message. If you don't receive my message, please check your spam and junk mail folders. :)

October 23, 2017
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