FAQ

Payment related

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

Free users are gifted one free course and are able to complete one section of that course a day.

Pro members enjoy:
1. Unlimited access to all courses
2. Intelligent technology that creates personalized exercises to target specific pronunciation, vocabulary, and listening weaknesses
3. Personalized study tools including auto-generated notes and answer history for each lesson, 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, six-monthly or yearly plan. The longer the chosen payment plan, the higher your monthly saving. 💸

Six-monthly membership can only be purchased on the EF Hello website.

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.

EF Hello Website
You can also purchase a subscription on the EF Hello website. To do so, please follow the below instructions:

1a. If you already have an EF Hello account - click here to log in to your existing account on the website. Be sure to log in using the same credentials as your existing account

1b. If you don’t already have an account - click here to create an account on the website (it is important to use the same email address that you will use to log in on the app)

2. Choose your subscription
3. Purchase your chosen subscription (this will require a credit or debit card)
4. Your account will be upgraded to EF Hello Pro

I can't complete a purchase

In-app 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

EF Hello Website
You can also make purchases through the EF Hello website. If you have not made a purchase on the website before, please follow the below instructions:

1a. If you already have an EF Hello account - click here to log in to your existing account on the website. You need to log into the same account on the website and the app, or you can’t access premium features.

1b. If you don’t already have an EF Hello account - click here to create an account on the website (it is important to use the same email address that you will use to log in on the app)

2. Choose your subscription
3. Purchase your chosen subscription (this will require a credit or debit card)

If you are having difficulty making a purchase on the EF Hello website, you can contact us on the website or app. On our website, please use our live chat which can be accessed by clicking on the purple message icon in the bottom right hand corner of the screen. If you prefer to contact us through the app, please shake your phone or iPad and then send us a message through 'Report a bug'.

I purchased but can't use paid features

If you made an in-app purchase:
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 (found in the top right corner of the 'Me' tab), select 'Upgrade' and then click the 'Restore Purchase' button at the bottom of the page

If you're still having difficulties, please contact us by shaking your phone or iPad and selecting 'Report a bug'.

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 the most recent version of the EF Hello app from the app store and that it does not need updating
3. Quit the app then re-open it
4. Navigate to the Settings ⚙️ screen in the EF Hello app (found in the top right corner of the 'Me' tab), select 'Upgrade' and then click the 'Restore Purchase' button at the bottom of the page

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

If you purchased a subscription on EF Hello website:
If there's a delay between your purchase and getting full access to EF Hello you need to check your email address. The most common issue is trying to log on to the app with a different email to that which was used to pay for your subscription. This is likely to be the case if you're being asked to pay again.

In other words, you need to log in to the EF Hello app with the same details (Apple ID, Google Play or email) that you used to log in to the EF Hello website.

If you still need help, please shake your phone or iPad, and then send messages through 'Report a bug' and our customer service team will help you.

How do I change or cancel my subscription?

According to Apple’s and Google Play's official regulations, at the end of the 7-day free trial, the subscription is automatically charged. If you purchased a subscription on a third-party platform (Apple App Store / Google Play), EF Hello does not have the right to cancel your subscription directly.

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.

EF Hello Website
If you purchased on our website, please shake your phone or iPad and then send messages through 'Report a bug' and our customer service team will help you cancel your subscription.

If you want to change your payment plan, you need to cancel your subscription as described above, and then buy a new payment plan.

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.

If you purchased our services on a third-party platform (Apple App Store / Google Play), EF Hello does not have the right to refund you directly.

Apple App Store
If you made a purchase through the Apple App Store, 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
If you made a purchase through the Google Play Store, please request a refund through the Google Play official website page.
Click here to view the Google Play store instructions for requesting a refund.

EF Hello Website
Generally, all charges for purchases via our website are nonrefundable, except in exceptional circumstances.

If you’d like a refund, please shake your phone or iPad, and then contact the EF Hello customer service team via ‘Report a bug’.

Can my Hello Pro account be used on other devices?

All paid purchases within EF Hello are tied to the specific sign in (Apple, Google, phone number or email address) 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 (found in the top right corner of the 'Me' tab)
2. Click on 'Upgrade'
3. Click 'Restore Purchase' at the bottom of the page to access all the items you’ve purchased previously

If you paid through the EF Hello website, please shake your phone or iPad, and then contact the EF Hello customer service team via ‘Report a bug’.

How can I get a receipt?

In-app Purchase:
If you make an in-app purchase, EF Hello cannot send you a receipt directly since you made the purchase through a third party (Apple App Store / Google Play Store). If you would like to request a receipt, please contact the Apple / Google Support Team for assistance.

EF Hello Website
If you make a purchase on the EF Hello website, you will receive a receipt from Stripe which can be downloaded. This will be sent to the email address you use to log in to the website.

If you need help, please shake your phone or iPad and send us a message though 'Report a bug' and our customer service team will help you as soon as possible.

Sign Up / Account Creation

How do I create an account?

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

1. Download and open the EF Hello app
2. Tap on the 'Start Now' button
3. Create an account with one of the different authentication options on the welcome page: Continue with Apple or Google or Email
4. If you choose 'Continue with Email', a verification code will be sent to your email. 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 😁

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 'Discover' tab (the home screen)
2. Tap on your chosen course
3. Tap the 'Enroll in Course' button
You're now enrolled in that course and can start studying it immediately. That course will also show on your 'My Courses' tab.

How can I adjust my current lesson within the Course?

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

If you want to review the lessons you've learned before, go to your Course lesson plan and tap the '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?

The interface language of the EF Hello app is determined by your phone settings. Please follow the below steps to set your language:

1. Go to the '⚙️ Setting' app of your phone.
2. Tap 'General'
3. Tap 'Language & Region'
4. Choose which languages you would like to use.
5. Quit the EF Hello app then reopen it. If we support your chosen language it will now be reflected.

How can I change text size in EF Hello app?

If you want to enlarge or decrease the text size in EF Hello, you need to change the text size settings of your phone. Please follow the below steps to change the text size:

1. Go to the '⚙️ Settings' on your phone
2. Tap on 'Display & Brightness'
3. Tap on 'Text Size'
4. You can change the size by swiping left or right

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 🗣

How can I switch difficulty level?

The EF Hello courses are sorted into four difficulty levels: Foundation, Beginner, Intermediate, and Advanced. All courses appear on the 'Discover' tab (the home screen).

EF Hello Pro users can choose to enroll in and then study courses of any level 🎓

Can I learn offline?

The EF Hello app must be connected to Wi-Fi to provide the full learning experience. Please make sure your device is connected to Wi-Fi.

How are the difficulty levels of courses divided?

Course levels in EF Hello relate to CEFR (Common European Framework of Reference for Languages) levels, which is the standard structure for ranking language ability. Here is a guideline for how the EF Hello difficulty levels are matched to the CEFR levels:

Foundation = A1 CEFR
Beginner = A2 CEFR
Intermediate = B1 - B2 CEFR
Advanced = C1 - C2 CEFR

For more information about CEFR levels, please refer to https://www.cambridgeenglish.org/exams-and-tests/cefr/

Can I learn more than one language?

Besides English, you can now learn French 🇫🇷 and Spanish 🇪🇸 on the EF Hello app. Please note that, for the moment, these languages are only available to those located in native English-speaking regions.

We will let you know once we launch new languages.

If there's a specific language you'd like to learn, let us know. Just shake your phone or iPad to send us a message through 'Suggest an improvement' - we are always pleased to hear from you!

How can I add or switch languages?

Please click the language indicator at the top right on the 'Discover' tab (home screen). From here you can add or switch the language you are learning.

If you are a Hello Pro user:
The first time you switch languages you will go through onboarding (to select your language, difficulty level, and topic of interest) and then you will be given a starting-point course to start learning your newly selected language.

If you are a free user:
You only receive one free gifted course regardless of how many languages you are studying, which means you only have access to that one gifted course and not to courses in other languages.

Speaking Section

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

Please check that 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 access.

Tips for better voice recording:
1. Make sure you hold your device close to you while speaking
2. Make sure you’re in a quiet place with minimal 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 shake your phone or iPad, and then send messages through ‘Report a bug’.

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.

If you are still having difficulty recording, please shake your phone or iPad, and send us a message through ‘Report a bug’ so our customer service team can help you.

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. Please shake your phone or iPad, and then send us a message through ‘Suggest an improvement’ to report your feedback.

Device

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

There is currently no PC version of EF Hello.

We suggest that you use EF Hello app 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 operating system is up to date.

Contact

I need help. How can I contact you?

Please go to the 'Me' tab, tap the ⚙️, then select 'FAQs'.

If you can’t find the answer to your query in the FAQs, just shake your phone or iPad to bring up our feedback portal. From here you can send us a message. Alternatively you can tap the '💬 Help' button on the 'Me' tab to bring up the feedback portal.

Please ensure that you attach a related screenshot or screen recording with your message. We will always try to respond to your query as soon as we can 🤓