Something wrong with a card? Tell us from inside the app.
Most problems are one card: a picture that does not match, a translation that is off, a word read strangely. Those are quickest to fix when they come with the word attached — which is what the flag does.
Select the flag in the top-right corner of any exercise: pick the word, say what is wrong with it, add a note if you like, and send. The report carries the word's identifier, reason, course language, your optional note and app version so we can find the exact card — and no account or device identifier. Storage expiration is set to 90 days; deletion normally completes within 24 hours after expiration. If you would rather write, [email protected] with the word and what is wrong does the same job.
I paid, and another device does not know it
Open You → Restore purchases (on Mac, use NeoWords → Settings → Restore purchases), signed into the same Apple Account in the App Store that bought it. The Apple versions share the same purchases: an active subscription or lifetime unlock also opens the other Apple version. If access is already unlocked, the Restore row is hidden.
My progress did not come across
Progress travels through your own iCloud. Check that both devices are signed into the same iCloud account and allow NeoWords to use iCloud. Connect both devices to the internet and open NeoWords on each. Learning records are merged across devices; you do not need to reopen them in a special order. Purchase access is checked separately through the App Store. If the app reports that iCloud is paused, keep your local data and contact support.
How do I cancel a subscription?
Open You → Manage subscriptions (on Mac, NeoWords → Settings → Manage subscriptions), or manage your Apple subscriptions. On iPhone you can also use Settings → your name → Subscriptions. On Mac, open App Store → your name → Account Settings → Subscriptions. If you do not want a trial to renew, cancel at least 24 hours before it ends. Apple handles refund requests.
The audio will not play
Check your device volume and selected sound output, including Bluetooth headphones. On Mac, open System Settings → Sound → Output. The You → Sound effects setting (NeoWords → Settings on Mac) controls exercise feedback; the speaker button on a word plays its pronunciation separately. If pictures and spoken words are both missing, check the internet connection: new media downloads from our content server, and previously downloaded media is cached.
Speaking practice cannot hear me
Speaking practice needs iOS 26 or macOS 26 and a supported recognition language. Allow NeoWords under Privacy & Security → Microphone in Settings (System Settings on Mac). On Mac, also check Sound → Input and the input level. Allow the language model download to finish. You can choose to type your answer, and all other learning exercises remain available without a microphone.
Removing the app and its data
On Mac, moving NeoWords to the Trash leaves its local app data behind. Disabling iCloud access stops syncing; it does not erase an existing backup. Contact us for help removing local NeoWords data without affecting your other apps. We cannot access or erase your private iCloud data for you. Removing the app does not cancel a subscription.
Still stuck
Write to [email protected]. Telling us the word, the exercise and your app version — it is at the bottom of the You screen — usually turns a long exchange into a short one.
Delete a report I sent
Email [email protected] with the word, approximate time and note. Reports carry no account identifier, so those details are what let us find and delete the right one before its automatic 90-day storage expiry.