Contact
Email [email protected]. Please include your device model, the app version, and what you were doing when the problem happened. A screenshot helps a lot.
Subscriptions, refunds, and restoring a purchase
Website purchases use CloudPayments: 699 ₽ per month or 2,999 ₽ per year, with automatic renewal. Turn off future charges in your Hola Cards account → Premium → Turn off automatic renewal, or use my.cloudpayments.ru. Access continues until the end of the paid period. Uninstalling the app does not cancel renewal.
For a web payment problem or refund request, contact [email protected] or +7 901 781-07-03. Include the order number, payment date and amount, account email, and a description. Never send your full card number, security code or password. See subscription, cancellation and refund terms.
If you purchased Premium in the mobile app through App Store or Google Play, manage cancellation or refunds in that store: Apple subscriptions or Google Play subscriptions.
If a store purchase has not activated Premium, open the app settings and use the restore option. If that does not help, write to us with the store receipt.
Reporting a wrong translation or example
Send the Spanish word and what you think it should be. Corrections are applied in the next content update. Write to [email protected].
Voice practice is not recognising me
Voice modes need the speech recognition model to finish downloading, and they need microphone permission. Check both in the app settings. Recognition runs on the device, so a weak connection does not affect it once the model is installed.
Delete your Hola Cards account or data
You can request deletion without reinstalling the mobile app. Open Hola Cards on the web, sign in to the same account, open your profile, choose “Delete account”, type the confirmation word shown on screen and confirm. In the mobile app, open account settings and choose “Delete account”. Deletion is permanent.
This removes your sign-in account, profile, synchronized learning progress, saved word groups and the associated subscription-service profile. Website subscription renewals are cancelled. App Store and Google Play subscriptions must be cancelled separately in the store to stop future charges. Uninstalling the app alone does not delete your cloud account.
The automatic deletion process starts when you confirm. If an external service is unavailable, the request stays queued and is retried. To request deletion by email, or to delete selected data (for example analytics) while keeping your account, write to [email protected] from your account email and specify whether you want the account or particular data deleted. Include your device platform for analytics requests. We respond within 30 days and may need to verify that the account or data belongs to you.
Transaction and subscription records needed for refunds and accounting are retained after account deletion, with the account email removed from our order records. A technical record of the deleted account identifier is retained to prevent old device sessions from recreating the account. These records currently have no fixed automatic expiry; contact support to ask which records remain and to request their deletion where permitted. There is no automatic 90-day deletion of all data.