FAQ

Payment related

What's the difference between free access and a paid subscription?

Free users have limited access to course content.

Pro members enjoy:
1.  Unlimited access to all Courses
2. Intelligent technology that creates personalized exercises to target your specific pronunciation, vocabulary, and listening weaknesses
3. Critical study tools including dictionary, auto-generated notes for each lesson stored in your notebook, analysis of your speaking exercises, and much more

What are the pricing options for paid features?

This is a subscription-based service that is offered as a three-monthly or yearly plan. The longer the chosen payment plan, the higher your monthly saving.

How do I pay for subscriptions?

Apple App Store
You can make purchases through your Apple ID in the Apple App Store. If you have not made a purchase on the Apple App Store before, please follow the below instructions:

Click here to view how to add, remove, or edit Apple ID payment methods.
Click here to view the accepted payment methods you can use with your Apple ID.

Google Play
You can make purchases through your Google Play account on the Google Play Store. If you have not made a purchase on the Google Play Store before, please follow the below instructions:

Click here to view how to add, remove, or edit your payment methods.
Click here to view the accepted payment methods on the Google Play Store.

I can't complete a purchase

If you are experiencing trouble completing your purchase, please check to make sure that you don’t have an active restriction on buying in-app purchase products. You can find out more information regarding in-app purchases here:

iOS
Android

I purchased but can't use paid features

Go to your Apple ID/ Google Play Account and open your Order / Subscription. Check that EF Hello appears as a subscription here.

If EF Hello is listed here and you can’t access paid features, please do as follows:

1.  Quit the app then re-open it
2. Navigate to the Settings screen in the EF Hello app, select “Upgrade” and then click the “Restore Purchase” button at the end of the page

If you're still having difficulties, please contact us via the "Got feedback?" option at the end of the app home screen.

If EF Hello is not listed under your Subscriptions, please try the below steps:

1.  Double check with your bank that the payment was successful
2. Ensure you have updated to the most recent version of the EF Hello app from the app store
3. Quit the app then re-open it
4. Navigate to the home screen in the EF Hello app, select “Upgrade” and then click the “Restore Purchase” button

Please be aware that payments are processed through Apple / Google, a third-party platform, and not through EF Hello. Thus, if your bank can confirm your payment but your EF Hello subscription still isn’t appearing in your Subscription list, we suggest you report your problem to the Apple Store / Google Play as per the below:

iOS
Google

How do I change or cancel my subscription?

Apple App Store
Click here for instructions on how to cancel your subscription through the Apple App Store. Once the cancellation is successful, you will receive a confirmation email from Apple. Make sure to submit a cancellation request at least 24 hours before the renewal date.

Google Play Store
Click here for instructions on how to cancel your subscription through the Google Play store. Once the cancellation is successful, you will receive a confirmation email from Google. Make sure to submit a cancellation request at least 24 hours before the renewal date.

Can I apply for a refund?

Normally we don't offer refunds. If you request a refund within 48 hours of the transaction date, you may get a refund payment, however this will depend on the purchase details.

Apple App Store
Since you make a purchase through the Apple App Store, according to Apple’s official regulations, EF Hello does not have the authority to process your refund request or refund you directly.
If you want to apply for a refund, please log into your iTunes account and apply for a refund from Apple.
Click here to view Apple's refund process and instructions.
Click here to read more about Apple’s refund policy.

Google Play
Please request a refund through the Google Play official website page.
Click here to view the Google Play store instructions for requesting a refund.

Can my Hello Pro account be used on other devices?

All paid purchases within EF Hello are tied to the specific sign in (phone number or email) registered to your EF Hello account. You can enjoy paid features on different devices only if you log in to that same account.
If you can’t use the account linked to the purchase, you'll need to restore your purchase. You can do this for free by following the below instructions:

1.  Go to the Settings screen in the EF Hello app, click on “Upgrade”
2. Click “Restore Purchase” at the end of the page to access all the items you’ve purchased previously

How can I get an invoice?

Since you made a purchase from a third party (Apple App Store / Google Play Store), EF Hello cannot invoice you directly. If you would like to request an invoice, please contact the Apple / Google Support Team for assistance.

Sign Up / Account Creation

How do I create an account?

To create an account and save your progress please follow these instructions:

1. Tap on the 'Claim your account' message on the Me tab
2. Choose to create your account with either your phone number or a social provider
3a. For phone number, a verification code will be sent to that phone number. Enter that verification code to confirm your account set up.
3b. For social provider, login with your social details

You should now be able to easily log in to your account in the future 😁

English Course

How can I change the Course I'm studying in the app?

If you are a free user, you cannot change your course. If you are a Pro user, you can enroll in any course. To do this follow the below instructions:

1.  Go to the home screen
2. Tap into your chosen course
3. Tap 'Enroll' button
You're now enrolled in that course and can start studying in it immediately. That course will also show under your 'My Courses' list at the top of your home screen

How can I adjust my current lesson within the Course?

We don't support switching "current lesson" in the app.

If you want to review the lessons you've learned before, go to your Course lesson plan and tap "Review" button on the lesson you want to revisit. Here you will find your very own notebooks with all your learning content summarized. You can review your learning here and also practice previous lessons by tapping "Practice Again".

How can I set the language of my interface?

Please follow the below steps to set your EF Hello app interface:

1.  Go to the Course or other learning pages
2. Click the ⚙️ sign in the bottom left corner
3. You will see a "TRANSLATION TOGGLE" option
4. Turn on/off the "English Environment" to set your learning language

Is the EF Hello course in a British or American English accent?

You will be pleased to hear that our audio and video content is in both British and American accents as well as others. As you progress through the course you'll come across our full range of accents.

Speaking Section

What should I do if the voice recording button doesn’t work?

Please check if your device microphone is turned on. To do this, go to your device Settings > Privacy > Microphone > and confirm that EF Hello has been granted microphone authorization.

Tips for better voice recording:

1. Make sure you are speaking very close to the microphone
2. Make sure you’re in a quiet place without much background noise
3. Hold down the 'Hold to Record' button for 2 seconds before you start speaking and don’t release the button until 2 seconds after you’ve finished speaking

If you’ve followed the above tips and you’re still having difficulty recording, please contact us for further help. You can do this through the 'Got Feedback' option at the end of the home screen.

My first recorded word is always marked as incorrect in Speaking sections. What should I do?

A tip is to hold down the 'Hold to Record' button for 2 seconds before you start speaking and don’t release the button until 2 seconds after you’ve finished speaking. This will allow our technology a chance to capture all of your speech.

How can I skip Speaking exercises?

If you want to skip a speaking exercise, you can click the gray arrow button (the skip button) located to the right of the 'Hold to Record' button. You can skip each speaking exercise one by one if you don't want to do any of the speaking exercises in that section.

Points

What is the purpose of points?

Awesome that you’re earning loads of points! We hope they encourage you to develop a great learning habit and that they add to the fun. We are always open to feedback, suggestions and ideas so do please let us know if you have ideas for how you would like to use your points in the future. You can always submit your suggestions and comments through the 'Got Feedback' option at the end of the EF Hello home screen.

Device

Can I use EF Hello on my desktop / smartphone / iPad?

We suggest that you use EF Hello on your smartphone or iPad since these are the devices we have optimized for and they will give you the best learning experience.

If you’re struggling to get EF Hello on your smartphone or iPad, ensure that your phone operating system is at least iOS 9 as applicable.

Contact

I need help. How can I contact you?

Please go to the 'Me' option on the home screen, select 'FAQs'. If you can’t find the answer to your query in the FAQs, please navigate to the end of your home screen and select 'Got feedback?' to report your problem. Please ensure that you attach a related screenshot or screen recording with your message. We will always try to respond to your query just as soon as we can 🤓.