Customer Support

1. Primary support channel

Email [email protected] for VocaPass support. Use the email address connected to your account whenever possible so we can verify ownership and locate relevant 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, Stripe receipt or checkout reference if available, and the reason for the request.

3. Account and access support

We can help 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 the Refund Policy. 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. Stripe or the applicable processor controls payment posting timelines after a refund is submitted.

5. Privacy and data requests

You may request access, correction, export, deletion, or review of account and learning records by contacting support. 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, contact support promptly with enough detail to reproduce or investigate the issue. Do not include passwords, full payment credentials, or sensitive third-party data in email.

7. Response expectations

We review support requests using account, entitlement, payment, delivery, technical, and support records. Response times can vary based on complexity, verification requirements, processor involvement, holidays, and incident volume. We prioritize payment-delivery failures, account access problems, and security reports.

8. Related policies

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