By LifeOrch LifeOrch Icon

FAQ: Frequently Asked Questions

Account & Subscription Issues

I chose the wrong birth year during signup. What should I do?

For safety and compliance reasons, your birth year cannot be changed once set. You must delete your current account and create a new one, ensuring you select the correct birth year during the signup process.

How does "Child Safety" work for younger users?

We take child safety very seriously. Here is how we handle accounts for users under the age of digital consent:

  • Parental Verification: We require a parent or guardian's email address for account verification and password management. This email serves strictly as a unique identifier and is not used for marketing.
  • Login: The child can log in using the parent's email address and the password set during creation.
  • Unique Accounts with One Email: If a parent and multiple children all want to use VocabEx but only have one email address, you can use the "plus addressing" trick supported by many email providers (like Gmail).

    Example:
    • Parent: Emma.Brown+parent@gmail.com
    • Child 1: Emma.Brown+child1@gmail.com
    • Child 2: Emma.Brown+child2@gmail.com
    All emails will go to Emma.Brown@gmail.com, but VocabEx will treat them as three distinct accounts with their own progress and settings.

I paid for a subscription but don't see it active. How do I "Restore Purchase"?

If you have an active subscription that isn't showing up, you can trigger a restore. Important: You must perform this action on the specific platform where you originally bought the subscription:

  • Bought on iOS? Open the VocabEx app on your iPhone/iPad to restore.
  • Bought on Android? Open the VocabEx app on your Android device to restore.
  • Bought on Web? Log in to the VocabEx website to restore.

I selected "Continue with Ads" (Free), but I'm stuck on the subscription page.

We are aware of a glitch where the app sometimes fails to auto-navigate after selecting the free tier. As a workaround, please log out and then log back in. Your account state should update correctly, allowing you to proceed as an ads-sponsored user.

I cannot find the email verification or password reset emails, did they get lost?

They probably landed in your spam box. Good to check your spam box for emails from noreply@lifeorch.net.

I chose “limited access with ads” on my app, but when I logged in on the web, I was stuck in the subscription option screen.

The "free with ads" option is not supported on the web app due to technical difficulties. The web app experience is very smooth due to access to a bigger screen, a keyboard, and a mouse, so we hope the money spent on a subscription is well worth it.

I heard from my friend that she subscribed to a 3-year plan. Why don’t I see such an option on my phone?

This discrepancy is caused by the technical capabilities of different billing platforms. Subscription on the web app is supported by Stripe, which supports a 3-year plan, but the other billing platforms (Google Play, Apple App Store) may not.

I don’t want the subscription anymore. Will I get refunded if I cancel?

You will not get refunded. Instead, you can cancel your subscription right away, and your subscription remains active until it ends. Once it ends, there will be no auto-renewal.

I want to change to a different plan in the middle of my current plan. Is it possible?

Short answer: Yes, you can click the Manage button and find out the options available in the billing platform’s portal. Here are the details based on where you subscribed:

  • Web (Stripe): Click "Manage" to go to the Stripe portal. You can freely change to a different plan. The remaining portion of your current plan will be prorated to pay for the new plan. If there is money left over, it turns into credits for your next renewal.
  • Android: No direct switch. You can cancel the current plan (it will last until it expires and won't auto-renew). When it ends, you can manually subscribe to the new plan you prefer.
  • iPhone (iOS): Yes. If you upgrade, the switch happens right away, and the remaining time is used for the new payment. If you downgrade, the switch happens automatically when the current plan expires.

How can I delete my account and data?

Please refer to the section "3. Data Deletion and User Control" in our privacy documentation.

App Usage, Limits & Stats

I am confused by the stats on the home page. Can you help me understand?

Here is the full life cycle of a word:

New → Studied → 1-day Enhanced → 2-day Enhanced → 3-day Enhanced → 4-day Enhanced → Mastered

A word can only be in one stage at a time. The sum of all these stages equals the total words in your library. To master a word, it must be enhanced on 5 different dates.

I got a limit error when updating my tag. What are the limits?

Here are the current app limits:

  • Add Batch Limit: 500 words per operation.
  • Words per Account:
    • Premium: 10,000
    • Ads Sponsored: 1,000
    • Guest: 80
  • Tag Limit: Max 350 words per tag; Max 1,000 tags per account.
  • Story Generation (Daily Limit):
    • Premium: 10
    • Ads Sponsored: 2
    • Guest: 0

I used predefined lists to add words, but I already know half of them. How do I skip learning them?

Go to the Words tab → Use prefix search to locate the word → Click the list item to expand it → Click the “Mark Mastered” icon button. Mastered words do not need learning.

I forgot words I mastered 1 year ago. How do I study them again?

Go to the Words tab → Locate the word → Expand it → Click the “Relearn” icon button. This marks it as "New" so you can study it again.

Technical Troubleshooting

I quit a study session on my Android phone, but I cannot resume it on the web. Why?

The active session is cached on the local device only. It is meant for you to resume on the same device, not cross-device.

Web app used to load fine, but I cannot log in lately.

Cached data might be in conflict with the new app version. Try pressing Ctrl + Shift + R (Windows) or Cmd + Shift + R (Mac) to force refresh.

If that doesn't work:

  1. Press F12 to open the Developer Console.
  2. Click the “Application” tab.
  3. Click “Storage” in the menu.
  4. Click “Clear site data”.
  5. Reload the website and log in again.

I get logged out automatically on the website. What can I do?

This may happen if the browser's local storage is in an unstable state. Please try the following:

  • Ensure there is no other tab of the same app open.
  • Restart the browser completely. This helps reset the local storage state.

Still need help?

My questions are not covered here. Where can I ask for help?

Please click the Contact Support menu to contact us directly. We will get back to you as soon as possible.