Frequently asked questions

Account

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

Everyone uses their real identity on Tandem. It’s easier to make a more meaningful connection when you can see straight away that your Tandem partner is a real person.

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

Right now, there’s no option to connect accounts that were created with different login methods. The only way is to 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’ll 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?

No. When you delete your account, all your photos, topics and conversations are gone forever. Be sure this is what you want to do before you delete it!

Why did I receive a warning?

You received a warning after being reported by another member, usually because you have broken one or more Tandem rules. When you create a Tandem account, you agree to follow these rules. Breaking any of them one more time will result in your account being permanently banned.

Why have I been banned from Tandem?

It’s important that Tandem stays a safe, friendly and interesting place for language learners. That is why we expect members to follow some community rules, and reserve the right to ban members that break them. If your account was banned, you will have violated one or more of these rules. We take this very seriously – your ban will not be revoked and none of your future applications will be accepted by us.

What are the Tandem rules?

First of all, we are here to learn languages. If you are using Tandem to find a romantic partner, you are using the wrong app! Secondly, we celebrate diversity. Rudeness, prejudice, racism and sexism have no place in our community. Thirdly, we support a culture of generosity where we exchange languages for free, without expecting a financial reward. That’s why spam or selling services of any kind are not allowed on Tandem, unless you are one of our certified Tandem Tutors.

Is every application accepted on Tandem?

No, we reject some applications. Applications get rejected when the applicant is under 14 years old, they didn’t use a real profile picture or name, or they didn’t answer the application questions properly.

How can I change my name on Tandem?

If there’s a typo in your name or you would like it written in a different alphabet, get in touch with us.

What happens if I report someone?

We take reports very seriously. Our moderation team reviews each report, and if we have evidence that the person you have reported has broken one or more rules, we will warn them or ban their account. Don’t worry – the person won’t be notified that you reported them!

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

Everyone uses their real identity on Tandem. It’s easier to make a more meaningful connection when you can see straight away that your Tandem partner is a real person.

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

Right now, there’s no option to connect accounts that were created with different login methods. The only way is to 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’ll 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?

No. When you delete your account, all your photos, topics and conversations are gone forever. Be sure this is what you want to do before you delete it!

Why did I receive a warning?

You received a warning after being reported by another member, usually because you have broken one or more Tandem rules. When you create a Tandem account, you agree to follow these rules. Breaking any of them one more time will result in your account being permanently banned.

Why have I been banned from Tandem?

It’s important that Tandem stays a safe, friendly and interesting place for language learners. That is why we expect members to follow some community rules, and reserve the right to ban members that break them. If your account was banned, you will have violated one or more of these rules. We take this very seriously – your ban will not be revoked and none of your future applications will be accepted by us.

What are the Tandem rules?

First of all, we are here to learn languages. If you are using Tandem to find a romantic partner, you are using the wrong app! Secondly, we celebrate diversity. Rudeness, prejudice, racism and sexism have no place in our community. Thirdly, we support a culture of generosity where we exchange languages for free, without expecting a financial reward. That’s why spam or selling services of any kind are not allowed on Tandem, unless you are one of our certified Tandem Tutors.

Is every application accepted on Tandem?

No, we reject some applications. Applications get rejected when the applicant is under 14 years old, they didn’t use a real profile picture or name, or they didn’t answer the application questions properly.

How can I change my name on Tandem?

If there’s a typo in your name or you would like it written in a different alphabet, get in touch with us.

What happens if I report someone?

We take reports very seriously. Our moderation team reviews each report, and if we have evidence that the person you have reported has broken one or more rules, we will warn them or ban their account. Don’t worry – the person won’t be notified that you reported them!

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

Can I find Tandem partners in only specific countries?

Yes. On the “Community” tab, you can pick Filters and make a selection on “Only show members in…” to see people in certain countries. It’s especially useful when you want to learn a specific accent or you are going to relocate to another country.

Nobody replies to me, why?

Sorry to hear that! Here are a few tips to get you started. Firstly, make sure you are messaging your language matches. Then, find something interesting in the other member’s profile and ask them a question about it. It’s good to start with something more meaningful than “Hi, how are you?”. And of course, make sure your profile is filled out and you have a picture that shows your face. Here are some conversation starters if you’re stuck.

How can I play games with my Tandem partners? Who can I play with?

At the moment Tandem Games are only available for iPhone users with a Pro subscription. The games can be played by members who have Tandem version 2.0 onwards installed, with partners learning or speaking German, English, Spanish, French, Italian, Japanese, Korean, Portuguese, Russian or Chinese.

Why can't I find my country's flag?

We use flags as a visual aid to find your language. To keep things simple, we have just one flag per language – usually the flag of the country which has the largest community on Tandem. If you want to be more specific about where you come from, write about it in your topic.

I get too many messages. What can I do?

To temporarily hide yourself from the Community, you can go offline. To make yourself even less visible, you can delete your topic. When you do this, you will only be visible to members you have already connected with.

What are the pink stars on profile pictures?

Tandem Pro members have a pink star badge on their profile.

Some members’ profile pictures have blue icons with numbers, what do they mean?

Those blue icons are references. Check the profile to see what other Tandem members said about the member, and leave your reference as well after you had a longer chat or video call with them. A lot of references is usually a good indication that a member has had many meaningful conversations on Tandem.

How can I leave a reference?

You can leave a reference after each audio/video call you have had on Tandem. Also, you can leave a reference for anyone you have exchanged a lot of messages with.  You will receive an invite from Tandem when you’re able to do this.

How can I edit a reference?

If you want to change a reference, just have another call with the same person, or find the reference in your message history and tap on the reference icon to quickly change it.

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 at this time. If you’re not happy with the reference another member left for you, we would suggest speaking to him/her and asking for 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 for one of the following reasons: – They deleted their Tandem account; – They were banned by Tandem; – They blocked you on Tandem.

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

Can I find Tandem partners in only specific countries?

Yes. On the “Community” tab, you can pick Filters and make a selection on “Only show members in…” to see people in certain countries. It’s especially useful when you want to learn a specific accent or you are going to relocate to another country.

Nobody replies to me, why?

Sorry to hear that! Here are a few tips to get you started. Firstly, make sure you are messaging your language matches. Then, find something interesting in the other member’s profile and ask them a question about it. It’s good to start with something more meaningful than “Hi, how are you?”. And of course, make sure your profile is filled out and you have a picture that shows your face. Here are some conversation starters if you’re stuck.

How can I play games with my Tandem partners? Who can I play with?

At the moment Tandem Games are only available for iPhone users with a Pro subscription. The games can be played by members who have Tandem version 2.0 onwards installed, with partners learning or speaking German, English, Spanish, French, Italian, Japanese, Korean, Portuguese, Russian or Chinese.

Why can't I find my country's flag?

We use flags as a visual aid to find your language. To keep things simple, we have just one flag per language – usually the flag of the country which has the largest community on Tandem. If you want to be more specific about where you come from, write about it in your topic.

I get too many messages. What can I do?

To temporarily hide yourself from the Community, you can go offline. To make yourself even less visible, you can delete your topic. When you do this, you will only be visible to members you have already connected with.

What are the pink stars on profile pictures?

Tandem Pro members have a pink star badge on their profile.

Some members’ profile pictures have blue icons with numbers, what do they mean?

Those blue icons are references. Check the profile to see what other Tandem members said about the member, and leave your reference as well after you had a longer chat or video call with them. A lot of references is usually a good indication that a member has had many meaningful conversations on Tandem.

How can I leave a reference?

You can leave a reference after each audio/video call you have had on Tandem. Also, you can leave a reference for anyone you have exchanged a lot of messages with.  You will receive an invite from Tandem when you’re able to do this.

How can I edit a reference?

If you want to change a reference, just have another call with the same person, or find the reference in your message history and tap on the reference icon to quickly change it.

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 at this time. If you’re not happy with the reference another member left for you, we would suggest speaking to him/her and asking for 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 for one of the following reasons: – They deleted their Tandem account; – They were banned by Tandem; – They blocked you on Tandem.

How to use the app

Why do I need to turn on Push Notifications to be seen as “online”?

If you’re online, others on Tandem will see your profile and start chatting with you. With Push Notifications turned off, you won’t be alerted when they send you a message.

How can I change my profile picture?

To change your main profile picture, simply go into Profile, upload a new picture and tap on it. Your old profile picture will be replaced but kept in album.

The language I speak is not on the list, what can I do?

Post it as a topic! Also, message us and tell us which languages you’re missing and we’ll work on adding them!

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

To get notifications from Tandem, you will have to activate Notifications for Tandem in the Settings of your device.

Why do I need to turn on Push Notifications to be seen as “online”?

If you’re online, others on Tandem will see your profile and start chatting with you. With Push Notifications turned off, you won’t be alerted when they send you a message.

How can I change my profile picture?

To change your main profile picture, simply go into Profile, upload a new picture and tap on it. Your old profile picture will be replaced but kept in album.

The language I speak is not on the list, what can I do?

Post it as a topic! Also, message us and tell us which languages you’re missing and we’ll work on adding them!

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

To get notifications from Tandem, you will have to activate Notifications for Tandem in the Settings of your device.

Tandem Pro membership

What is included in a Tandem Pro membership?

Tandem Pro is a monthly subscription that lets you access an even better Tandem experience! With Tandem Pro, you’ll get unlimited translations, you are able to see who viewed your profile and you won’t see any ads! You can subscribe anytime on the “Pro” tab in the bottom right-hand corner of the screen. The subscription is automatically renewed.

How can I cancel my Tandem Pro membership?

You can review, cancel or edit your Tandem subscription anytime. On iOS go to Settings -> iTunes & App Store -> Apple ID -> Subscriptions -> Tandem. On Android, open the Google Play Store app, and then pick Menu -> My Apps -> Subscriptions, then tap on the app of the subscription you’d like to cancel.

Is Tandem Pro available on both iOS and Android?

Tandem Pro is available for both iOS and Android, starting with versions 1.7.3 (Android) and 1.8.1 (iOS). So, if you have purchased Tandem Pro, you will be able to use it on all devices as long as you’re logged in with the same Tandem account.

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

Please use the “Restore purchases” option on the “Pro” tab. This way the app checks if there’s an active subscription on your Google Play/iTunes account and gives you access to Pro features.

Why have I been I charged the price for a whole year when I selected annual subscription?

Annual subscriptions are always charged for the year in advance. If you do not cancel, you will continue to receive the benefits of Tandem Pro and be billed once a year.

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 receipt and your Google Play email address to support@tandem.net, so we can issue your refund.

What is included in a Tandem Pro membership?

Tandem Pro is a monthly subscription that lets you access an even better Tandem experience! With Tandem Pro, you’ll get unlimited translations, you are able to see who viewed your profile and you won’t see any ads! You can subscribe anytime on the “Pro” tab in the bottom right-hand corner of the screen. The subscription is automatically renewed.

How can I cancel my Tandem Pro membership?

You can review, cancel or edit your Tandem subscription anytime. On iOS go to Settings -> iTunes & App Store -> Apple ID -> Subscriptions -> Tandem. On Android, open the Google Play Store app, and then pick Menu -> My Apps -> Subscriptions, then tap on the app of the subscription you’d like to cancel.

Is Tandem Pro available on both iOS and Android?

Tandem Pro is available for both iOS and Android, starting with versions 1.7.3 (Android) and 1.8.1 (iOS). So, if you have purchased Tandem Pro, you will be able to use it on all devices as long as you’re logged in with the same Tandem account.

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

Please use the “Restore purchases” option on the “Pro” tab. This way the app checks if there’s an active subscription on your Google Play/iTunes account and gives you access to Pro features.

Why have I been I charged the price for a whole year when I selected annual subscription?

Annual subscriptions are always charged for the year in advance. If you do not cancel, you will continue to receive the benefits of Tandem Pro and be billed once a year.

How can I get a refund?

We do not offer refunds for Tandem Pro subscriptions, but you can cancel your subscription any time.

Tutors

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

You can currently choose to pay Tutors by credit card, Android Pay and Apple Pay. Accepted credit cards are MasterCard, Visa and American Express.

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?

This is to prove to your Tutor that you’re serious about the lesson and won’t miss it! Your card won’t be charged for the free lesson.

When do you charge my card for the paid lesson?

We charge you 12 hours before the lesson is due to start.

Can I cancel my lesson?

Yes, you can cancel your lesson at any time. However, if you cancel it less than 12 hours before it is due to start, you’ll still be charged for it.

What does it mean when Tandem or my Tutor cancels my lesson due to credit card issues?

If your payment method didn’t work when we tried to charge you, Tandem cancels the lesson automatically. This can happen for various reasons: insufficient amount on the card, the card not being valid, the transaction declined by a bank, and so on. If you get this message as a Tutor, ask your student to check their payment method and book another lesson.

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 find one for you!

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

Unfortunately we are unable to support Unionpay at this time.

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.

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

You can currently choose to pay Tutors by credit card, Android Pay and Apple Pay. Accepted credit cards are MasterCard, Visa and American Express.

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?

This is to prove to your Tutor that you’re serious about the lesson and won’t miss it! Your card won’t be charged for the free lesson.

When do you charge my card for the paid lesson?

We charge you 12 hours before the lesson is due to start.

Can I cancel my lesson?

Yes, you can cancel your lesson at any time. However, if you cancel it less than 12 hours before it is due to start, you’ll still be charged for it.

What does it mean when Tandem or my Tutor cancels my lesson due to credit card issues?

If your payment method didn’t work when we tried to charge you, Tandem cancels the lesson automatically. This can happen for various reasons: insufficient amount on the card, the card not being valid, the transaction declined by a bank, and so on. If you get this message as a Tutor, ask your student to check their payment method and book another lesson.

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 find one for you!

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

Unfortunately we are unable to support Unionpay at this time.

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.