Support
What’s going on?
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Lernex stopped making me lessons.
You have reached your plan's creation allowance for this period. Free refills every 7 days and the paid plans every 30, and Analytics shows the exact day and time yours comes back. Sparks cover anything you make once you are past the line, so a heavy week does not have to mean a bigger plan forever.
How do I cancel?
Settings, then Subscription, in two clicks and without asking anybody. It cancels at the end of the period you have already paid for rather than that afternoon, so nothing disappears on the day, and Resume puts it back if you change your mind before then.
I want a refund.
There is a 14-day money-back guarantee on the first charge of a paid plan, once per account: email us inside those 14 days and it comes back in full. Anything bought through the App Store or Google Play is refunded by that store under its own policy, not by us.
I was charged an amount I do not recognise.
Upgrades are prorated on the day you make them and downgrades land at the next renewal, which is the usual reason a charge is not the round number on the pricing page. Send the date and the amount and we will read the actual record rather than guess at it.
I cannot sign in.
Email and password and Google work in every browser, and Sign in with Apple appears on Apple devices. A brand new account has to confirm its email before the first sign-in, and that message carries a 6-digit code as well as a link, so opening it on a different phone is never a dead end.
What are Sparks?
Usage you buy rather than rent. Your plan comes with an allowance and Sparks are spent only once you are past it, so an unusual week costs a few dollars instead of a bigger plan every month. Points earned in the app exchange for them too.
Delete my account.
Settings, then Account removal. It deletes the account and the learning data attached to it, and it does not come back, so copy out anything you want to keep before you confirm.
What happens to what I write here?
It teaches Lernex about you: what you make, what you answer and what you get wrong is what decides the next lesson. It is not sold. The privacy policy is the long version and it is written to be read rather than to be survived.
A class or a calendar stopped syncing.
Settings, then Connections, shows what each provider last said in its own words. Sync now retries it; reconnect only when the status genuinely says access expired, because reconnecting a healthy link just costs you a trip through the permissions screen.
Is my work on my phone as well?
Yes. The same account carries everything between this browser and the Lernex apps for iPhone and Android, and what you have already saved stays readable on a phone when the connection drops.
I found something broken.
Say what happened, what you expected instead, and where you were when it did. If it needs a person it goes to one, and you get the reference number on screen rather than being told that it happened.
Is there a person I can talk to?
Not in this box: the answers here are written by Lernex, instantly, at any hour. Email reaches people, and support@lernex.net is the address for anything at all. Ask here first if you like, because the email you send afterwards already carries the conversation with it.