Customer Support

1. Primary support channel

Last updated: June 19, 2026. Support is the primary VocaPass support channel. Account-specific requests should include the account email when possible so we can locate plan, entitlement, payment, or progress records.

2. What to include

For account or learning issues, include your account email, browser/device, page URL, approximate time of the issue, vocabulary set, plan day, and a short description. For billing or refund issues, include payment date, amount, currency, receipt or checkout reference if available, and the reason for the request.

3. Account and access support

We can investigate login problems, missing paid access, failed entitlement activation, plan setup errors, display-language settings, progress synchronization, and access states such as trial, paid, expired, refunded, or final-exam eligibility.

4. Billing and refunds

Refund requests are handled under Refund. Customers may request a product-level refund within 7 calendar days after paid access starts. Approved refunds revoke the related paid entitlement and final-exam eligibility.

5. Privacy and data requests

You may request access, correction, export, deletion, or review of account and learning records. Some records may need to be retained for payment, security, tax, legal, fraud-prevention, or dispute-resolution purposes as described in the Privacy Policy.

6. Security reports

If you believe your account was accessed without authorization or you found a security issue, submit a support request promptly with enough detail to reproduce or investigate the issue. Do not include passwords, full payment credentials, or sensitive third-party data.

7. Response expectations

We review support requests using account, entitlement, payment, delivery, technical, and support records. Response times vary based on complexity, verification requirements, processor involvement, holidays, and incident volume.

8. Related policies

Before purchasing or requesting account-specific support, review the Terms of Service, Privacy Policy, and Refund.