Help

How do I start?

Anyone can start: tap Get started. Your first lesson is free, and you need no account for it – after the first cards we ask you to save your progress.

• When you have finished your first lesson, you choose a subscription to keep going. In the iPhone and Android apps, the store may offer a free trial first; the plans screen shows it.
• Have a friend’s code? Open the link they sent you, or tap “Have a friend's code?” after you create your account or on the lesson screen, for free access.

What does a friend’s code give me?

A friend’s code gives you free access, with every lesson open, for the time shown when you enter it. We do not ask for payment details, and free access does not turn into a paid subscription on its own. When it ends, lessons are locked until you subscribe, and everything you have learned so far is kept.

How do I earn more free months?

Open Account → Invite friends to share your link. When a friend has used it, your next one appears there, up to three links. For every friend who creates an account with one of them, you get one more free month, up to three in total. If you already pay for a subscription, the month moves your next payment back instead: on a monthly plan bought on our website, it pays your next monthly payment; on a yearly plan bought on our website, your next yearly payment is taken one month later; in the App Store or Google Play, your renewal date moves.

How much does a subscription cost?

There is a monthly and a yearly plan. The lesson screen shows both prices, including VAT, when your free month ends; in the iPhone and Android apps, the App Store or Google Play shows them in your currency. One subscription unlocks every lesson in every language, on every device where you sign in to the same account.

How do I subscribe?

• When your free month ends, the lesson screen offers the monthly and yearly plans. Pick one and confirm.
• You can also open the plans at any time under Account → Subscription → Plans, including while your free month is still running. You are charged when you subscribe.
• Whoever you subscribe with bills you: Apple in the iPhone or iPad app, Google in the Android app, or us, through Stripe, on the website.

How do I cancel?

Cancel where you subscribed. You keep access until the end of the period you have paid for, and you are not charged again.

• Website: sign in at www.loquelo.com, open Account and tap Manage subscription.
• iPhone or iPad: open Settings, tap your name, then Subscriptions, then Loquelo.
• Android: open Google Play, tap your profile picture, then Payments & subscriptions, then Subscriptions, then Loquelo.

Deleting your Loquelo account does not cancel an App Store or Google Play subscription. Cancel it in the store first.

I subscribed, but lessons are still locked

• Make sure you are signed in to the same Loquelo account you subscribed with.
• In the iPhone or Android app, open Account and tap Restore purchases. It finds a subscription bought with the App Store or Google Play account on your phone.
• A subscription bought on the website or in a store works everywhere you sign in; there is nothing to restore on the website.
• If lessons are still locked, write to us and tell us where you subscribed.

Can I get a refund?

• Website: within 14 days of subscribing you can withdraw under Account → Subscription, or by writing to contact@loquelo.com, whether or not you have used Loquelo. If you asked for your access to start straight away, you get back what you paid less a share for the days you had access; otherwise you get back everything. The app shows the amount before you confirm. For anything else, write to us and we will look at it. The details are in our Terms of Service.
• iPhone or iPad: Apple handles refunds. Ask at reportaproblem.apple.com.
• Android: Google handles refunds. Ask in Google Play under Payments & subscriptions → Budget & history, or see Google Play's refund help. If Google cannot help, write to us.

How do I delete my account?

Open Account and tap Delete account. You can do it in the app or on the website. If you cannot sign in, write to us from the address your account uses. What is deleted and what is kept is explained on Delete your account.

Can I get a copy of my data?

Yes. Sign in at www.loquelo.com in a browser, open Account and tap Download my data. You get a file with everything we store about your account.

I am a parent. What do I need to know?

Loquelo can be used at any age. If a learner is under 13, we ask for a parent's email address and write to that parent to say the account exists. Learners under 16 never have analytics switched on. A parent can ask us to delete a child's account at any time by writing to contact@loquelo.com. More in our Privacy Policy.

How do I contact you?

Write to contact@loquelo.com. In the app, Account → Contact us opens an email with your app version already filled in, which helps us answer faster. To report a problem with a card or a lesson, use Report issue on that card.