Support

Please say which phone and which app version you are on, and, if it is about a particular lesson, which language pair and lesson number. That usually saves a round trip. Expect a reply within a couple of days.

A lesson is stuck on “preparing”

Courses are written the first time somebody asks for them, so a brand-new language pair takes a few minutes for its first lesson. After that, the next lesson is prepared in the background while you listen to the current one, and you should never wait again.

If a lesson has been preparing for more than about ten minutes, generation probably failed. Close and reopen the app to retry it; if it is still stuck, write and say which pair and lesson number.

The audio will not play, or stops partway

• Check the lesson is fully downloaded rather than streaming — a download that was interrupted resumes from the lesson list.
• If it plays but stops when you lock the screen, allow the app to keep playing in the background in your phone’s settings.
• Deleting the downloaded copy and downloading it again fixes a corrupted file.

My progress is gone

If you were using a guest account, your progress lives on that phone and on that install. Reinstalling the app, or moving to a new phone, starts a new account and cannot recover the old one.

Open Account and save your progress with Google, Apple or an email address. That keeps everything you have done and makes it restorable on any device. Do it before you change phones, not after.

If you already had a permanent account and progress is missing, sign in again first — it syncs on launch — and write if it has not come back.

Something in a lesson is wrong

Lessons are written and voiced automatically, so an occasional wrong translation, odd phrasing or mispronounced word does get through. Reporting one genuinely helps: send the language pair, the lesson number and roughly where in the lesson it happens, and it will be corrected when that lesson is next regenerated.

Signing in does not work

• Google or Apple sign-in fails silently: update the app, then try again on a network that is not a corporate or public Wi-Fi with a captive portal.
• The verification email never arrives: check the spam folder, and confirm the address is spelled correctly in Account. You can trigger a new one from the same screen.
• “That account already exists”: you have signed in with this provider before. Continuing signs you into the earlier account and brings its progress with it; the guest progress on this device is not merged.

Deleting your account

See how to delete your account — it covers what is removed and how long it takes.

Everything else

hello@sayobo.com. There is no ticket system and no bot; the message reaches a person.