https://www.duolingo.com/TKInRu

Response from Duolingo Support

So, odd question. But has anyone here gotten a response from Duolingo support on an open support ticket recently?

I ask because on the 20th I was practicing German a bit close to the deadline. I finished my lesson at 11:55pm local time and even though my practice history on my homepage successfully recorded my practice for the day, my 60+ day streak was broken for some reason.

I've submitted a ticket using the contact us form on the site, but I haven't heard a word from them since. Not even a "we're looking into this" response. Is this the standard level of support that they deliver? Have other people had a similar experience?

March 26, 2015

7 Comments


https://www.duolingo.com/psionpete

Did you reach your XP goal for the day you lost your streak?

March 26, 2015

https://www.duolingo.com/TKInRu

Yup. I was at exactly 20xp and my goal's set to 20.

March 27, 2015

https://www.duolingo.com/Plyze

There are millions of people and a total staff of 40. It could be a day, it could be a year. Realistically, I wouldn't count on it any time soon.

I just sent in a bug report and was told by a few users it would take a good while.

March 26, 2015

https://www.duolingo.com/TKInRu

The ticket number I was issued was in the low 400k range, so at least not everyone on the site is having an issue, but it's good to know what the precedent stands at. Thanks for the info!

March 26, 2015

https://www.duolingo.com/wazzie

Honestly, you will probably never get a response (and I really hate saying this, but false hope more). They've even removed the Support button from the website.
I don't think they want to support Support anymore.

March 26, 2015

https://www.duolingo.com/TKInRu

You can still submit tickets to them through the contact us button at the very bottom of the help page, but it is rather hidden. While volume vs personnel is one thing, it's a little sad if they're not devoting resources to supporting their existing user base.

March 27, 2015

https://www.duolingo.com/wazzie

It is unfortunate, but it is my opinion.

Communication with the community has a whole has disappeared in the last 18 months and single user communication through support hasn't existed in my experience since I started.
I've personally had the best luck with staff communication by posting in this (Troubleshooting) forum, but even then it is inconsistent.

My one other suggestion to you would be to post a new topic in the troubleshooting forum with a different topic header to draw attention to your exact issue (try using words like bug or error). Lately, this hasn't seemed to work either for users, but it is worth a shot.

March 27, 2015
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