I sent an email to the support team over a week ago and still have not received a response, is this stand practise in your company?
I've never received a response to any email or bug report I've submitted to DuoLingo, other than the automated responses...and I have over 60,000XP, was a paying subscriber for some time, have been an active member of the site for well over two years, have made two YouTube videos promoting DuoLingo, and have submitted dozens of carefully written bug reports.
If they don't respond to me, I wouldn't expect them to respond to you.
Personally, I think DuoLingo's lack of communication with the userbase is abhorrent. It's one of the main reasons that I not only cancelled my subscription, but stopped doing DuoLingo.
The team clearly is overwhelmed, unable to keep up with basic site maintenance (as I have seen the courses I use overwhelmed with bugs, some of which are critically important and keep me from using the site effectively).
Lately I started treating DuoLingo as abandonware. I've mostly stopped using it and I've been recommending others to do the same: vote with your dollar, cancel your subscriptions, and halt you use of the site. If enough people did this, it would force the team to address our concerns.