Frequently Asked Questions (FAQ)

Bilinguae

USER ACCOUNT:

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I have not received a verification mail.

Please check the user settings to see if you provided the email address correctly. If you misstated the address, please correct it (Edit button). If you have provided the address correctly, please check your spam folder and also check your internet connection. If all this is does not apply, then send us an email to info@bilinguae.com providing the user account (email address) you want to have verified so that we can verify it manually for you.

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I want to change my e-mail address or password.

Go to the 'User' button, then on 'Edit', where you either change the email address or if you want to change the password, click the 'Password' box marked in orange and enter your new password and repeat it in the field below. To make these changes, you need to have an internet connection. To verify your new email address, you need to click on the link you received to the new address.

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I forgot my password. How do I retrieve it?

For security reasons, we do not have access to the passwords of our users. They are stored encrypted on our server. You can have a new password sent to you. If you are not logged in you need to go to your user account, which is shown in the app. Then click on 'Log in' and next on 'Get New Password' below. Finally, all you have to do is check the email address you signed up with and click on 'Get a password'. If you are logged in, go to 'User' in the main menu and click on 'Edit' on your profile and then click on 'Get New Password' below. If you don't receive the email with the new password, it may be because your email has been classified as spam by the provider. In this case, check the 'junk mail' or 'Spam' folder in your email account. If you requested it several times, you received several emails. Only the password of the last mail sent to you is the valid one. Pay attention to correct spelling and capitalization of all characters. If you want to copy and paste the password, make sure that no spaces are copied by mistake at the beginning or end. If you can't find the spam folder, let us know and we'll find another way to fix the problem.

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I have received a new password, but I don’t know where to log in.

Go to the user settings and click on the 'Log in' button of your user account. If you haven't accessed your account yet, you'll need to click the 'Access to your Account' button. Use the password you received by email. Once you have access to your account, change the password as soon as possible ('Edit' button) and pick one that you can easily remember.

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I have tried to log in to my account several times now, but every time it says I entered the wrong password.

There are several reasons why the password sent to you by email is not accepted. You must enter exactly the same password that is sent to you, paying special attention to upper and lower cases. Try typing it in manually, without copy and paste, because sometimes it can happen that spaces are copied without realizing it and consequently the password is displayed as faulty. You may have requested the password multiple times and the emails were not sent in chronological order. The correct password is that of the last request, as it will be reset every time you request it anew. It's best to request a new password only once. If all of this hasn't solved your problem yet, let us know and we'll find another way to fix the problem.

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I'm learning the words in one language with your app and now I want to learn a different language with the same app. Do I need to create a new account when downloading the new language app?

You don't need to create a new account with Bilinguae if you want to learn another language from our language offer. The account you created when using another language for the first time also applies to any other language you want to learn with Bilinguae.

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I was logged off of my account without doing anything.

This may occasionally happen, especially after an update. Just log back in in the user settings with your email address and password.

PURCHASES:

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In which currency is the payment billed?

The purchase is billed in the currency of the country you specified when you created the Google or Apple account. If you have your bank account in another currency, the amount will be deducted with the currency conversion that is applicable at this moment.

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I don’t have a credit card. Can I still make in-app purchases?

The only way to acquire a level is through a Google or Apple account. However, Google or Apple allow you to connect your account to different payment methods, such as different cards (even gift cards) or bank account. To learn more about the different payment options, click on this link:
Google: https://support.google.com/googleplay/answer/2651410?hl=en
Apple: https://support.apple.com/en-us/HT201266

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I bought a level, but I can’t see it. It says that I haven’t bought it yet, but I have already paid for it.

It seems that the activation of the level has been delayed. It usually doesn't happen because the activation is automatic once the purchase is made. Close the application completely and reopen it with a good internet connection. You will see that the new level is available for download. If the level is still not available for download, get in touch with us.

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I find the advertisement quite annoying. Is there a possibility to get rid of it?

You have the option to purchase an ad-free version for a small, one-time price. Go to 'Remove Advertisements' in the main menu. To carry it out, you'll need to allow in-app purchases in your Google or Apple account.

REVISION MODE:

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I downloaded the app yesterday and have completed some topics already. I also created an account. Why don’t I have words to revise?

The first words appear in the revision only after the first day, provided that the three basic exercises of a topic have been fully completed and all three little squares appear green. The words in the revision are in certain stages with certain time intervals between each phase, depending on how often a word has been entered correctly or incorrectly. So, until the first words appear in the revision, at least 24 hours go by. And until a word is consolidated it takes about 4 months.

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How long does it take for words to be consolidated?

Until words are considered consolidated depends entirely on how often you type words correctly or incorrectly in the revision mode. If you type words flawlessly each time it is asked, they will progress one phase. In total, there are six phases that the words go through. The last phase is reached after more than 130 days, when the words have always been entered correctly. The more often you type words incorrectly, the more often they appear in the revision mode.

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Can't I immediately classify words as consolidated because I'm 100 percent sure I master the words?

We are working on the option to classify words as consolidated immediately. Currently this option does not exist in the app. What you can do, however, is remove certain words from revision mode so they don't appear again. All you have to do is click on the dustbin icon on the upper right of the image in the revision mode and confirm its removal. You can bring it back into revision mode at any time by clicking on the word in the 'Search a word' section.

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I already master a complete level and want to take it completely out of the revision mode.

You have the option to remove an entire level from your device. If you choose to do so, the words of the level will no longer appear in the revision mode and you will free up space on your device. Click on the level so that it is open on the home page and then on the dustbin symbol in the bar of the level. You can download the level again at any time.

EXERCISES:

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Why can’t I do all of the exercises?

You must first finish the two basic exercises 'Observe' and 'Choose'. Here it is important to click through to the end ('Finish') and do not cancel in advance. All other exercises are then unlocked. As long as the first two exercises are not marked with two green squares, the exercises are not completed and thus the remaining exercises will not be unlocked.

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I don’t want to have the predetermined letters in the exercise 'Practice' and in the revision mode, but instead my keyboard to enter the letters by myself. Is that possible?

Yes, in the third exercise and in the revision mode, you have the option to choose between the letters to be shown and the keyboard for typing. Just click on the letters on the right-hand side in the green bar (second button from the right). When the letters are crossed out, the keyboard appears. If the letters are not crossed out, all the letters contained in the translation are given.

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I find it a bit difficult with the keyboard, that’s why I prefer all the necessary letters of the translation given. Is that possible?

Yes, in the third exercise and in the revision mode, you have the option to choose between the letters to be shown and the keyboard for typing. Just click on the letters on the right-hand side in the green bar (second button from the right). When the letters are crossed out, the keyboard appears. If the letters are not crossed out, all the letters contained in the translation are given.

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Is it possible to add more phrases, instead of just single words?

At the moment, we only offer isolated sentences if, for example, they are set phrases. We have noted our users' comments and will consider them for future improvements and extensions of the app.

LEVELS AND WORDS:

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How can I purchase another level?

To acquire another level, you need to go to the 'Get Levels' section in the app. You need a Google or Apple account and choose a payment method with which you wish to purchase the level. If an error occurs when you're in the section, it's probably because you haven't enabled in-app purchases in your Google or Apple account. The purchase process is done via Google or Apple and once you have purchased the level, you can download the topics automatically in the app.

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Why can’t I download a topic?

It's either because you don't have a good internet connection, or you don't have enough storage space on your device. Make sure you're connected to the internet and have enough storage capacity on your device. Even if you have little storage space left, the system does not allow anything else to be stored because it always requires a certain amount of storage space to function properly. If this is not the problem, please contact our support: info@bilinguae.com

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I can’t download the words of the topics.

The problem can occur for two reasons. The first possible reason: You don't have an internet connection. Check if you have a good connection with the internet. However, if this is the case, the second possible reason can cause the problem: You don't have enough space on your device. Even if you have little storage space, the system does not allow for something else to be stored because it always requires a certain amount of storage space to function properly. Check if the memory is almost full and if so, try to remove things you don't need, like photos, videos or apps that are no longer in use. If all of this doesn't solve the problem, it may be because of an error in installation of the app. In this case, you would need to uninstall and reinstall the app.

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I can’t download the next levels.

Level 1 with more than 1000 words is free, but to download level 2, 3, 4 and 5, you need to purchase them beforehand at a one-time affordable price. Go to the section 'Get Levels' in the main menu and buy the levels with your Google or Apple account. You must have set a payment method in this account beforehand.

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I have purchased a new level but I can’t download it.

Please check if you have a functioning internet connection, as well as enough storage capacity on your device to download the whole topics. Otherwise, close the app completely and reopen it or log out and log back in again. If all this does not apply, please contact us at info@bilinguae.com and we will look at what we can do to identify and resolve the issue.

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Where do I find an overview of all the words of a topic?

On the right side above the picture of the topic is a button with three bullet points. When you click on it, a list of the words that the topic contains will appear.

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Where do I find an overview of all the downloaded words?

You will find all downloaded words in alphabetical order under 'Search a word' in the main menu. The different index-tabs allow you to either select all the words or just the words of a certain level.

LANGUAGE:

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I like the app, but I would like to learn another language. Could you add a new language?

We are working on adding new languages. But at this time, we can't make any statements about which ones it will be and in when they will be launched.

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I have a suggestion for a better translation.

We are pleased to see our users critically questioning the translations. We deliberately chose exactly one translation for certain words, sometimes it was not easy, so we did meticulous research. If you still think that a particular translation is not correct, please write to us and tell us the word you are unsatisfied with and give us its better translation, as well as its level and topic and we will review your suggestion.

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What variant of each language is used here?

We chose American English, German from Germany, Spanish from Spain and French from France.

SETTINGS:

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My settings were all reset just like that.

After every major update of the app, the settings are automatically reset by Google or Apple. Unfortunately, we cannot change this and so you have to make the desired settings again.
If you haven't found your question, please contact us: Contact

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