FAQ

Payment related

What's the difference between free users and paid users?

Free users can access one section in their Course for free everyday.

Teacher Pro members enjoy:

1.  Unlimited access to their Course
2. Intelligent technology that creates personalised 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
4. Have 24/7 chat access to English teachers. They can send questions any time and receive fast answers from the experienced teacher team to help them learn faster and better.

What are the  pricing options for paid features?

This is a subscription-based service that is offered as 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 home screen in the EF Hello app, select “Upgrade” and then click the “Restore” button
Please contact us via the "Got feedback?" option on the app home screen if these methods don't work.

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” 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 account be used on other devices if i paid?

All paid purchases within EF Hello are tied to the specific phone number 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 home screen in the EF Hello app, click on “Upgrade”
2. Click “restore” to access all the items you’ve purchased previously

How can I get an invoice?

Since you make 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 homescreen
2. You will need to enter certain details including your phone number
3. A verification code will be sent to that phone number
4. Enter that verification code to confirm your account set up

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

English Course

How can I adjust my English Course in the app?

You can change your English level in the EF Hello app. To do this follow the below instructions:

1.  Go to the homescreen
2. Tap the 'Me' option in the bottom, right corner
3. Tap 'Settings' button in the upper right corner (the gear icon)
4. Select 'Switch Course'
5. Select the Course (Foundation/Beginner/Intermediate/Advance) which you want to study
6. Go back to the homescreen then start studying 💪

How can I adjust my current lesson within the Course?

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

If you want to review the lessons you've learned before, please find the corresponding lesson in the "Review" tab at bottom of the homepage. 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 adjust my section in course?

You can switch / change your section in the EF Hello app. To do this follow the below instructions:

1.  Go to the Course or other learning pages
2. Click the ⚙️ sign in the bottom left corner
3. You will see a "SWITCH SECTION" option
4. Select whichever one is your preferred section ( ⚠️ Final task can only been unlocked after completion of all other sections )

What does 'Switching sections will cause you to lose your progress' mean when I adjust my section?

You will receive this warning if you move away from a section that you started but haven't yet completed. Since you haven't completed that section, any progress you made on it will be lost. As soon as you complete a section all progress made within that section is automatically saved.

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.

Language Buddies

How can I find a Language Buddy?

To request a Language Buddy please follow the below instructions:

1.  Go to the "Add a Language Buddy" list item on the homescreen
2. Follow the instructions then the search for a real user to be your Language Buddy will begin. Please note that this search can take up to 24 hours
3. Once a Language Buddy has been found, you will get notified in the "Add a Language Buddy" page. You can then practice your written English with your new Language Buddy

Please note that you can have more than one Language Buddy at any one time 🙌.

How can I delete a Language Buddy?

To delete a Language Buddy from your homescreen please follow the below instructions:

1. Go to the homescreen where you can see all your Language Buddies
2. Swipe left on the Language Buddy chat that you want to delete. This will delete that Language Buddy and their chat from your homescreen

How to get my Language Buddy back if I accidentally deleted them?

Deleted Language Buddy
If you accidentally delete your Language Buddy, sign-out and re-sign back into the app to get them back.

Reported Language Buddy
If you accidentally report your Language Buddy by clicking the flag in the upper right corner of the chat, you will not be able to get your Language Buddy back.

Please feel free to apply for more Language Buddies. You can have more than one Language Buddy at any one time 🙌.

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 'Submit Feedback' option on the homescreen.

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 'Submit Feedback' option on the EF Hello homescreen.

Chance of Improvement

What does 'Chance of Improvement' mean ?

'Chance of Improvement' is a measure of how likely you are to be successful in improving your English language skills. This is based on the regularity and quantity you study in the EF Hello app.

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 thus 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 homescreen, select 'FAQs'. If you can’t find the answer to your query in the FAQs, please navigate to the homescreen 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 🤓.