---
schemaVersion: 1.1.0
title: "Access, account, and support"
audience: student
canonical: https://sprachpass.com/docs/students/access-account
markdown: https://sprachpass.com/docs/markdown/students/access-account
---

# Access, account, and support

Manage your account, exam target and date. Understand free, Premium and institute access, billing help, refunds and account deletion.

## Free limits

Free access includes one Hören run, one Lesen run, two Schreiben tasks and two Sprechen tasks each day, plus one free lifetime timed-paper attempt when the selected paper is live.

## Premium

Premium removes objective practice and mock limits. Scored writing and speaking work has separate monthly allowances. The purchase screen shows the current plan and price before payment.

## Institute access

Students enrolled by an institute use its branded space. Their access includes unlimited objective practice, up to four timed paper attempts each week, and up to 25 combined scored writing and speaking tasks each day.

## Profile and exam date

Open Account to view your name, email, target and optional exam date. Retail learners can change their target there. Institute students see the target set by the institute and ask the institute to change it. A saved date adds a countdown to the app header.

## Billing

Open Account to view the current plan and the billing action available for that plan.

## Refunds

Read the current refund policy before asking support to submit a request.

### Request a refund under the published refund policy.

- Who can do this: student
- Before you start: The purchase details; A request that meets the current policy; Authority over the purchase
- Steps:
  1. Read the current policy and prepare the purchase email and date.
  2. Ask support to submit the refund request. [Confirmation required immediately before this step]
- What changes: Starts a refund review and may change paid access
- Cost: No new payment. A completed refund may change the related paid access.
- Can you undo it?: Contact support immediately to withdraw a pending request. A completed refund may end the related access.
- Check before you continue: Immediately before step 2: Confirm that you want support to submit this refund request.
- You know it worked when: Support confirms the request was received.
- If something goes wrong: Required purchase details are missing. Read the refund policy and contact support with the purchase email and date.
- Stop when: The user has not asked to submit the request
- Do not: Do not promise eligibility or submit a request without the purchase details and direct authority.

### Policy

- [Read the refund policy](https://sprachpass.com/refunds)

## Delete account

> **Permanent action.** Account deletion removes the account and associated data. Save anything needed before confirming.

Open Account, then choose Delete account.

### Delete a student account and its data.

- Who can do this: student
- Before you start: Access to the signed-in account; A copy of any information the user wants to keep; The account owner's direct authority
- Steps:
  1. Open account deletion and save any information that must be kept.
  2. Review the permanent deletion notice.
  3. Confirm account deletion. [Confirmation required immediately before this step]
- What changes: Permanently removes the account and associated data as described on the deletion page
- Cost: No payment. It permanently removes the account and associated data.
- Can you undo it?: Account deletion is permanent and cannot be undone through the product.
- Check before you continue: Immediately before step 3: Confirm that you want to permanently delete this account and its data.
- You know it worked when: The user is signed out and the account no longer opens.
- If something goes wrong: The deletion confirmation fails. Stop and contact support. Do not create a replacement account automatically.
- Stop when: The user has not directly requested permanent deletion
- Do not: Do not bypass the account deletion page or confirm deletion without a direct current request.

## Report a problem

Use Report a problem from the app when a question, recording or page is wrong. Include what happened and an image when it helps.

### Support

- [Contact Sprachpass](https://sprachpass.com/contact)
- [Accessibility](https://sprachpass.com/accessibility)