Frequently asked questions

Account

What are the Tandem Community Principles?

As a global language learning community, we have given ourselves three guiding principles to ensure Tandem remains a safe and friendly place to learn languages. Take a look at our Tandem Community Principles.

Why do I need my real identity and a picture to create an account on Tandem?

It's important that everyone on Tandem has a main profile photo clearly showing their face. This shows other community members you're a real and friendly person. Your dog is very cute, but please add all other photos in the secondary photo section at the bottom of your profile. You can do this by going to your Profile > About Me > Photos.

I already created an account for Tandem, but want to use a different login method now. What can I do?

Unfortunately, there is no option to connect accounts that were created with different login methods. You can delete your current account and create a new account with your new login method.

I signed up with my phone number, but I’ve since changed my number and now can't access my account. What can I do?

Unfortunately, you won't be able to log into your account once you change your phone number. Please send us a message with your account details and we can delete it for you. After that, you'll be able to create a new account.

I deleted my account by mistake, can you restore it?

Unfortunately not. When you delete your account, all your photos, topics and conversations are removed from our servers.

Why did I receive a warning?

You have received a warning because you were reported by another Tandem member for breaking the Tandem Community Principles. One of the community moderators has reviewed the evidence and decided to give you a warning. By using Tandem, you agree to Tandem’s Terms of Service and violating these again will result in your account being permanently banned. Follow the link to find the full text of our Terms of Service.

Why have I been banned from Tandem?

You have been banned from Tandem because you were reported by another Tandem member for breaking the Tandem Community Principles. One of the community moderators has reviewed the evidence and decided to ban your account. By using Tandem, you agree to Tandem’s Terms of Service. Tandem reserves the right to ban your account if you violate these terms.

I submitted my application days ago and haven’t been accepted into the community yet. Why is this?

Your application can get rejected for several reasons, including if you're under 14, or haven't used a real profile photo or name. Sometimes there is also a waitlist in certain countries to keep our community and languages balanced.

Finding Tandem partners

I recommended Tandem to my friends and they downloaded the app. How can I find them in the community?

To find your friend on Tandem, you must be practicing a language he/she speaks. If that’s the case, you can find each other by searching for their name in the community. To make it even easier, add a unique topic and tell your friend to search for it!

How can I filter to find the right Tandem partner for me?

We recommend using the filters on the app to find the best language exchange partner for you! You can filter by going to the 'Community' tab and tapping on the filters icon next to the search bar.

Can I find Tandem partners in specific countries only?

You sure can! When you're on the 'Community' tab, tap on the filter icon next to the search bar, scroll down, and select the country in the 'only show members in…’ menu.

Nobody replies to me, what can I do to change this?

Sorry to hear that. Here are a few tips to get you going. We recommend finding something interesting in the other member's profile and asking them a question about it. This is always more exciting to reply to than just "Hi!" Why not have a read of our blog post all about our conversation starters. It's also super important to make sure your profile is filled out fully and you have a friendly photo that clearly shows your face.

The language I speak is not on the list. What can I do?

We have over 160 languages on Tandem, but if you would like a new language added, please help us out by providing more info about the language here. For now, we recommend writing this as a topic so other members can find you if they’re looking to practice your language.

I get too many messages. What can I do?

Lucky you! To temporarily hide yourself from other members, you can go offline. If you would like to only be visible to people you've already spoken to, you can delete your topic.

What are the pink stars on profile pictures?

The pink star on a profile means that this person is a Tandem Pro member and often a more serious and dedicated language learner.

Some members’ profile pictures have blue bubbles with numbers. What do they mean?

The blue icons show you how many references this person has received from other members. A reference is a friendly comment about another member made by someone who has had a language exchange with them.

How can I leave a reference?

After you’ve exchanged a lot of messages with someone on Tandem, you'll receive a prompt to leave a reference. You will also be able to leave a reference after you have an audio or video call.

How can I edit a reference I wrote?

If you want to edit a reference, simply go to that user’s profile and tap ‘Update’ to edit the reference.

I don't like the reference someone left me. How can I hide it from my profile?

Unfortunately, it's not possible to delete a reference. If you're not happy with the reference another member has left you, we would suggest speaking to them and asking them to change it.

I can't find the member I've been speaking to anymore. Why?

Your Tandem partner (and their reference) might have disappeared because they deleted their Tandem account, they were banned by Tandem or they have blocked you.

How to use the app

How do I know if I’m online or offline?

Look for your small profile photo in the top right hand corner. If the dot is green, you’re online! To go offline or online, go to your profile and change your status.

Why should I stay online?

If you're offline, new members will not be able to find you in the stream. You will only be shown to the members you have previously talked to and they may not message you if they see you’re offline. Sad times :(

How can I change my profile picture?

To change your main profile picture, go to your profile, tap the edit button on your current photo and upload a new picture. Please be sure to upload a photo clearly showing your face! #nodogfilterplease

If I get an error when I upload a photo what should I do?

To ensure everyone on Tandem is a real and friendly language learner, we require all members to upload a photo of themselves clearly showing their face. If you receive an error, please make sure your photo is of a high quality and clearly shows your face.

Why can't I receive notifications or calls from Tandem on my lock screen?

In order to get notifications from Tandem, you'll need to allow all notifications in your device settings.

What are topics?

Topics are a great way to show people your interests and learning motivations. These will appear on your profile for other members to read.

How can I set and create a new topic?

To add a topic, go to your profile, tap on 'My Topics' and create a topic. To delete a topic, simply swipe left and tap delete. Your topics will appear under your photo on your profile for other members to read.

How can I report someone?

To ensure Tandem remains a safe and friendly place to learn languages, our community relies on all of us to report members who act against the Tandem Community Principles.

For for details of when and how to report someone on Tandem, please read our guidelines here.

What happens if I report someone?

Our community takes reports very seriously. Community moderators review each report and if there is evidence that the member you reported acted against any of the Community Principles, they will be warned or their account will be banned. Don’t worry – the member won’t be notified that you reported them! It might be that the community moderators reach out to you directly if they need additional information to resolve the report.

How can I block or unblock somebody?

If you don't want to be visible to someone else in the community anymore, you can block them.

To block someone from their profile:

  • Tap the warning mark (!) in the top right-hand corner. Tap "Block."

To block a member from the chat with them:

  • Tap the three dots button in the top right-hand corner. Tap “Block.”

If someone is not abiding by the Tandem Community Principles, please report them.

Can I use Tandem on my desktop?

We don't have a desktop app yet, but we hope to introduce this to our community in the future!

Tandem Pro membership

What is included in a Tandem Pro membership?

Tandem Pro is our paid subscription and gives you access to a range of special language learning features! You can read more about these features and subscribe anytime by going to the ‘Pro’ tab in the bottom right-hand corner of the screen. Your subscription is automatically renewed.

How can I cancel my Tandem Pro membership?

You can review, cancel or edit your Tandem subscription anytime. If you have an iOS device please go to Settings > iTunes & App Store > Apple ID > Subscriptions > Tandem. If you're team Android, open the Google Play Store app, and then tap Menu > My Apps > Subscriptions > Tandem.

Is Tandem Pro available on both iOS and Android?

It sure is! Tandem Pro is available for both iOS and Android. So you don’t miss out, simply go to the Tandem app and tap on the "Pro" tab on the bottom right of your screen.

I paid for Tandem Pro but can't use the Pro features. What can I do?

If you’re using an iOS device, please go to the "Pro” tab and tap on "Restore Purchases." This way the app checks if there is an active subscription on your iTunes account.

If you’re using an Android device, having problems and your subscription hasn't expired yet, please contact us.

I bought an annual subscription and expected to be charged every month. Why was I charged the full amount?

As stated on the payment confirmation screen, annual subscriptions are always billed as one payment. If you don’t cancel your subscription, you will be billed once a year to access the benefits of Tandem Pro.

How can I get a refund?

You are eligible for a refund if you get in touch within 14 days of a 1-month subscription or within 30 days of a 3-month or 12-month subscription.

If you are using an iOS device, please request a refund from iTunes via the link in your purchase confirmation email.

If you are using an Android device and it has been less than 48 hours since you purchased your subscription, you can request a refund from Google Play.

If it has been more than 48 hours since your purchase, please forward your Google Play receipt and your email address to us so we can issue your refund.

Tutors

I would like to learn with a Tutor on Tandem. What payment methods can I use?

You can pay for your Tutor lesson via credit card (MasterCard, Visa and American Express), Apple Pay or Google Pay.

Why do the Tutors have different prices?

Prices are set by the Tutors themselves and are generally based on their experience, qualifications, and the typical hourly rates in the country they reside in.

Why do you ask for my payment data when I book a free lesson?

We do this so your Tutor knows you are serious about the lesson and you won't forget about it. Your card won't be charged for a free lesson.

When do you charge my card for the paid lesson?

Your lesson will be charged 12 hours before the lesson begins.

Can I cancel my lesson?

Yes, you can cancel your lesson up to 12 hours before the lesson begins. However, if you cancel your lesson less than 12 in advance, you will still be charged.

What does it mean when my lesson is canceled because of credit card issues?

If your payment method didn't work when we tried to charge you, the lesson will be canceled automatically. This can happen for various reasons: insufficient funds on the card, an invalid card, the transaction is declined by the bank, or other reasons.

If you get this message as a Tutor, please ask your student to check their payment method and book another lesson.

If you receive this message as a student, please contact your bank or try a different card.

There's no Tutor for a language I want to learn, what can I do?

There are Tutors for our most popular languages, but if you think there’s one missing, let us know and we'll do our best to find one for you.

As a student, please make sure that the language you want to learn is listed as a “learning language” in your profile. This way, you will see all the Tutors available to teach that language.

I'm in China, can I pay with a Unionpay card?

Unfortunately, we do not support Unionpay at the moment.

My Tutor didn't show up for a lesson. What can I do?

Your Tutor can offer you another time to make up for the lesson, or refund you. If you were not able to solve the issue with your Tutor directly within 24 hours after the lesson was supposed to take place, please get in touch with us.

Are all Tutors native speakers of the languages that they teach?

No – we do not require Tutors to be native speakers, but we have strict requirements for the teaching experience and qualifications needed.