Last updated: 18 September 2026
The Help Center provides practical instructions and answers to frequently asked questions. Where the content of the Help Center differs from a policy or from the transaction conditions you have confirmed, the relevant policy or transaction conditions prevail.
1. ACCOUNTS AND SIGNING IN
a. I cannot sign in: Check your connection, your sign-in method and your account details. Never share your password or a verification code.
b. I have forgotten my sign-in details: Use the recovery option on the sign-in screen or contact support.
c. I have changed phone: If your account is linked to a supported sign-in method, you can sign in on the new device.
d. I think my account has been compromised: Change your credentials if you can and contact Palingo promptly at [email protected].
2. LEARNING AND PROGRESS DATA
a. Why does Palingo repeat vocabulary: The review system may bring back words you have already learned in order to reinforce memory.
b. Why do the lessons change: The exercise types and the level of practice may be adjusted based on your answers and your progress.
c. Will I lose my progress: Progress is tied to your account, within the scope of the data Palingo retains; if you notice a discrepancy, contact support.
3. VOICE, AI AND LEARNING CONTENT
a. Why does Palingo need the microphone: Some pronunciation or conversation features need the microphone to receive audio input.
b. How does Palingo process my voice: When you use the pronunciation scoring feature, your voice is used only to score pronunciation. Palingo does not collect or store voice recordings as account data.
c. Is the AI always accurate: No. AI can produce output that is incomplete or inaccurate.
d. I want to request deletion of my data: Send your request to [email protected]; Palingo may need to verify it and may apply limits required by law.
4. EXPERIENCE POINTS, GEMS AND STREAKS
a. How are experience points calculated: Experience points are recorded according to the reward mechanism in force at the time.
b. I lost my streak: A streak depends on the conditions for completing an activity and on how the system records it over time.
c. My gems or rewards have changed: Rewards and the way they accumulate may be updated.
5. PREMIUM AND PRICING
a. What does Premium include: The specific benefits are shown for each plan at the time of purchase.
b. Premium pricing: The price in force is shown on the payment screen before you confirm.
c. I bought Premium but it is not active: Check the payment status and the account or platform used to make the purchase; if necessary, send the transaction details to Palingo.
6. FREE TRIAL
a. Does Palingo offer a Free Trial: Palingo currently offers a 03-day Free Trial for the Monthly Plan and a 07-day Free Trial for the Annual Plan where the User signs up and pays through the Apple App Store or the Google Play Store. Transactions made on the website currently have no Free Trial.
b. Do I have to enter a card: Yes. The User provides the card details or the required payment method before the Free Trial is activated.
c. I do not want to be charged after the Free Trial: Palingo sends an email notice 02 days before the Free Trial converts to a paid subscription, where the transaction mechanism provides for such a notice. Cancel through the platform's mechanism (the Apple App Store or the Google Play Store) before the charge is incurred. Note: transactions on the website currently have no Free Trial.
7. AUTOMATIC RENEWAL AND CANCELLATION
a. Which plans renew automatically: The Monthly Plan and the Annual Plan may renew automatically; the Lifetime Plan does not renew automatically.
b. Where do I cancel a purchase made on Apple/Google: Cancel directly in the platform's subscription management tool.
c. Where do I cancel a purchase made on the website: A Premium Plan purchased on the website does not renew automatically — it ends on its own once the subscribed period expires, with no cancellation action needed.
d. Does deleting the app cancel my subscription: No. Deleting the app does not automatically cancel a subscription.
8. REFUNDS
a. I want a refund: Read the Refund Policy and submit your request through the channel that corresponds to where the transaction was made.
b. I have cancelled but I want a refund: Cancelling and requesting a refund are two different actions.
c. I purchased through Apple/Google: You may have to submit the request directly to the platform.
9. WEBSITE PAYMENTS
a. Which methods does Palingo support: The Palingo website currently supports bank cards, QR codes and e-wallets through a payment gateway.
b. My payment failed: Check the status of the transaction before paying again, so as to avoid a duplicate transaction.
c. I do not recognise a charge: Contact Palingo or your payment provider to have it checked.
10. PRIVACY AND COOKIES
a. Where can I read the Privacy Policy: You can read the Privacy Policy at the link Palingo provides on its website and related channels.
b. Requesting correction or deletion of my data: Send your request to [email protected] together with the information needed for verification.
c. Managing cookies: You can manage cookies through the tool on the website or through your browser settings.
d. Turning off marketing emails: Use the unsubscribe link in the email or the choice mechanism Palingo provides.
11. ACCOUNTS OF MINORS
a. Parents and guardians: A parent or guardian may contact Palingo where they need support relating to a minor's use of the Service.
b. Data requests: When Palingo receives a request relating to a minor's data, it may ask for the information needed to verify identity and authority to act.
12. REPORTING PROBLEMS AND CONTACT
a. Reporting a problem: Send a description of the problem, your device, the application version and a screenshot where relevant.
b. Contact: The official support email is [email protected].
c. Information not to send: Do not send passwords, OTP codes or full card details.
13. INVOICES, RECEIPTS AND PURCHASE HISTORY
a. I want to see my purchases: Check the purchase history in your account, your confirmation email, or the platform on which you paid.
b. I need a receipt: For a website transaction, contact Palingo; for Apple or Google, check your account with that platform.
14. CHANGES TO PLANS AND PRICES
a. The renewal price differs from the price I paid: Check the renewal price conditions and any notice of a price change.
b. I have seen a new promotion since I purchased: A new promotional price does not apply retroactively to an earlier transaction.
15. PRIVACY, DATA DELETION AND AI
a. I want to delete my account: Use the account deletion mechanism, or send a request to [email protected].
b. I want to know what data Palingo holds: Send any request relating to personal data to [email protected].
c. I want to turn off an AI feature: Where a feature can be turned off or left unused, you can do so through the corresponding setting.