Help! Duolingo won't let me merge my accounts -- will my streak end?

When Tom Hayes tries to combine his Duolingo accounts, he hits a snag. Why won’t the company help him?

Question

I have been paying for my wife’s Duolingo account for several years and I recently decided to set up my own account. I’m studying different languages than my wife, and thought the family plan would make the most sense.

I sent an invitation to my wife to choose the new plan but she was concerned it would end her streak (she has more than 800 straight days on Duolingo).

Then I asked Duolingo about this and how to merge accounts under the family plan. I have sent three emails through their website and three through support@duolingo.com. But I have heard nothing in a month except for automated replies.

I’m now paying for two accounts. I can’t find a number to call or executives to contact on the web. When I Googled, the phone number for Duolingo customer service turned out to be a financial company, and the first question from them was, “What is your social security number?,” which I obviously did not want to provide.

I would love some help merging our accounts without losing our place in their system. I’d also like to be reimbursed for the $86 regular membership since I am now being charged for both that and the family plan. — Tom Hayes, Cincinnati

Answer

Duolingo should have responded to your question instead of just sending you form emails.

But before I get to that, let’s answer a question I’m sure many non-Duolingo users have. Why is keeping your wife’s place in line so important? Duolingo, which helps you learn a new language, uses something called gamification to keep its users engaged. One of those games is maintaining a streak. And let me say, 800 days is pretty impressive! (The longest Duolingo streak is 3,676 days.)

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Disclosure: I have used Duolingo in the past and found its gamification to be pretty addictive. But it’s not my preferred way to learn a new language. I think the best way to acquire a second language is through full immersion in the culture — but I digress. (Related: Want to learn a new language this year? These apps can help.)

The number you called for “customer service” was a scam phone number. Many companies don’t have phone numbers for their customers, so scammers set up fake call centers to collect personal information like your Social Security number. You were correct to hang up. (I publish the names, numbers and email addresses of the Duolingo customer service managers on this site.)

How to navigate Duolingo’s customer support maze

When Duolingo’s “support” department feels unsupportive, you can still get help. Here are a few strategies for navigating the madness of automated customer support systems:

Check your spam folder: Sometimes, responses from customer service end up in your email’s spam or junk folder. That’s the first place you should look if you think a company like Duolingo is giving you the cold shoulder. (Related: These gadgets and apps will help you travel worry-free.)
Try social media: If you aren’t getting anywhere with email support, try reaching out to Duolingo on its social media accounts. Social media teams often respond faster than email support. (Here’s our guide to resolving your consumer problem.)
Don’t write a novel: When emailing or contacting customer service, be as specific as possible. Include:
- Your account details (email address associated with the account).A description of the issue.
- Screenshots if applicable (such as error messages or account details).
This can help expedite the process and reduce the number of back-and-forth exchanges.
Double-check your account status: Before switching plans, make sure you know exactly what’s active on each account. Duolingo’s Super Duolingo subscription, for example, can’t be transferred between accounts, and switching plans might require you to cancel and wait for your current subscription to expire.
Know your rights to a refund: If you’ve been double-billed or charged for services you didn’t intend to keep, you’re entitled to request a refund. Duolingo offers a 30-day money-back guarantee for its subscriptions, so don’t hesitate to ask for a refund if there’s an issue with your billing cycle.

What about your Duolingo problem?

A family account on Duolingo allows you to invite anyone, including friends and family, in any location, and in any language. But you can’t invite someone who already has an active Super Duolingo subscription, which your wife has. (Super Duolingo provides language learning without interruptions, no limits to the mistakes you can make, and personalized lessons.) She needs to cancel her subscription and wait for it to expire before joining your plan. Fortunately, when a user changes the subscription, it doesn’t affect their learning streak.

You contacted my advocacy team. I reached out to Duolingo on your behalf, and a representative contacted you to explain the process. Duolingo also says it responded to your initial email with that information, but you must have missed it. It doesn’t matter now, because your wife’s 800-day streak will be preserved.