Need help with something?

Do you have any questions about WordUp’s subscription, account settings, or how to use the app in general? Check out the following FAQs to find the answers to your questions. In case you can’t find what you are looking for here, let us know directly. You can submit your question in the form below the page.

  • wordupSubscription & Suite Access

    • wordupApp Store charged me without my consent. I need a refund. How can I get a refund?

      You will only be charged if you have an active renewable subscription plan. We advise that you pursue your inquiry by contacting App Store Customer Services directly: https://support.apple.com/en-gb/HT204084

    • wordupDoes my subscription cover all apps in the Zann suite?

      Yes! A premium subscription unlocks full access across our entire ecosystem, including Zann WordUp, Dictionary, CelebChat, Roleplay, Lessons, Writing, and Idioms. Just make sure you are logged into the same account on every app.

    • wordupI paid for Premium, but the apps are still showing the free version. How do I fix this?

      This is usually a simple sync delay. Go to the profile or settings tab in the app and tap "Restore Purchases." If that doesn't work, log out, force-close the app, and log back in.

    • wordupHow do I cancel my subscription or request a refund?

      Because transactions are processed securely by Apple and Google, we cannot manage them directly.

      iOS: Go to your iPhone Settings > [Your Name] > Subscriptions to cancel, or visit reportaproblem.apple.com for refunds.

      Android: Open the Google Play Store > Tap your profile icon > Payments & Subscriptions.

    • wordupCan I buy a membership for someone else?

      Yes. You can simply add WordUp account of your loved ones to our plans, so their account is upgraded.

    • wordupIs it possible to activate Pro Membership on the website?

      You can go to the Pro page.

    • wordupCan I share my WordUp Pro Membership with other members of my family or friends?

      No, you are unable to share one subscription with other people's accounts. If that person wants to use Pro subscription features on the app, they would have to purchase their own subscription that will be linked to their own account.

    • wordupI do not have a VISA card to purchase subscriptions with. Is there an alternative method?

      We are using Stripe Service to complete the payment process. There are plenty of supported card brands, such as American Express, China UnionPay (CUP), Discover & Diners, Japan Credit Bureau (JCB), Mastercard, Cartes Bancaires, and Interac. You can simply choose any other supported brand cards as an alternative to the VISA Card.

    • wordupHow to unsubscribe from Pro on the website?

      Step 1: Log in to the portal: https://portal.wordupapp.co/

      Step 2: On the profile tab, go to ‘Subscription Management’

      Step 3: Decide whether you will keep the yearly automatic subscription or cancel it.

      Note: Please be aware that this will only cancel your upcoming yearly plan if you missed the cancellation after receiving our notification email.

    • wordupI have purchased a Pro Membership, but it's not activated. What can I do?

      Please try the following:

      • Go to the 'Profile' page, and tap on 'Settings.'
      • On the 'Membership' page, Restore Purchases.
      • If it didn't work, log out and then log in again.
      • If it didn't work, check your iTunes or Google Play account to check if your purchase has been successful.
      • Sync your data.

      If the issue is not resolved, please contact us for help: support@wordupapp.co

    • wordupI was charged for a free trial subscription, and I want to get a refund.

      If you are an iOS user, then this has happened in line with Apple's terms and conditions. Typically, free trials set up an auto-renewing subscription, which you need to manually revoke if you do not want to continue with the subscription after the free trial has ended. You can cancel the subscription and potentially request a refund via Apple's subscription management.

    • wordupI no longer would like my Standard/Pro Membership. Can I have a refund, please?

      Unfortunately, we are unable to process any refunds. All sales are final. However, it is to your discretion whether you would like to raise it with Apple or Google Play, and they may have the authority to organise refunds. However, it is rare that they do so.

  • wordupAccount, Progress & Data

    • wordupSome words are underlined or dashed grey. What does that mean?

      When reading examples or definitions of any word, WordUp processes every word used in those examples and checks them against your vocabulary data.

      • No underline: The words are either too easy (ranked in the top 300) or already known to you.
      • Grey dotted underline: You have marked it as should learn.
      • Yellow underline: You haven't specified if you know it or not. You should tap it to decide, and build up your WordUp Knowledge Map.

    • wordupWhy are some words missing in your database?

      The English language has hundreds of thousands of words. WordUp's mission is to help you learn the most used words from the real world through authentic examples. WordUp is focused on the most useful words based on how frequently they are globally used. There might be words in dictionaries that are not frequently used. You can Google them easily. However, we have a feature allowing you to add any custom word, so you can manage all your words in one place.

    • wordupI don't understand. How does this app work?

      Check out our home page introduction video! WordUp measures your vocabulary range and estimates your knowledge of English words. Then, it suggests the words you need to learn based on your goals and interests. You will learn the most practical words through examples, and you can practice through a variety of tests.

    • wordupWhy is the level so easy? I want more difficult words?

      By default, the system suggests a range based on your total known vocabulary assessment after taking the test. But you are not limited to that. On the Gap Map page, you can see bars showing vocabulary ranges. Each range is 1000 words. You can pick any range that you'd like to focus on.

    • wordupHow do the progress bars work?

      Each bar in the Knowledge Map indicates a range of 100-word packages. You can see an overview of your learning status on top of the Knowledge Map. Basically, there are three statuses of a word: Known: Words that you know. To Learn: Words that you are learning. To uncover: The more words you know from a range, the more the bar is filled.

    • wordupWill my vocabulary, streaks, and progress sync across different Zann apps?

      Yes, your core profile data and subscription status sync globally. However, app-specific data (like saved words in Dictionary or chat histories in CelebChat) are managed within those specific interfaces to keep your dashboard clean.

    • wordupSome of my progress data disappeared! How can I get it back?

      Tap on the options menu, then 'Troubleshooting', then 'Get Help' and then check your email address to make sure you have signed in with the correct email. If not, tap on 'Contact Us' and send us an email.

    • wordupHow is my progress data saved? On my phone or the cloud?

      Your progress data is initially saved on your phone. When you register, then a copy of your progress data will be saved to the cloud also. This is done every 2-3 minutes while you're using the app. Every time that you log in, your latest data file will be downloaded from the cloud and saved on your device, and the cloud-saving process continues again.

    • wordupCan I change my email address?

      This is only supported for Pro members currently. If you are a Pro user and want to change your email, please send us an email address from the old email address as proof of ownership, and we will change that for you.

    • wordupHow do I delete my account?

      To delete your account, go to 'Settings' and tap on 'Delete Account.'

    • wordupI use WordUp on multiple devices. How can I sync my data?

      1. Go to the 'Profile' page
      2. Tap on the 'Settings' icon
      3. Find 'My Data' box
      4. Tap on 'Sync'

    • wordupCan I use my Zann account on both an iPhone and an Android tablet?

      Absolutely. Your progress is tied to your account credentials (Email, Google, or Apple ID), not your operating system. Simply log in with the same method on any device.

  • wordupAI Features & Troubleshooting

    • wordupWhy isn't CelebChat or Roleplay recognizing my voice when I speak?

      This is almost always a device permission issue. Go to your phone's main Settings > Apps > [Zann App] and ensure Microphone access is permitted. If you are using Bluetooth headphones, try disconnecting them briefly to see if your phone's built-in mic resolves the issue.

    • wordupThe AI chatbot or writing feedback is taking a long time to load.

      Because our apps process advanced, real-time linguistic AI data, they require a stable internet connection. If you are experiencing delays, toggle your Wi-Fi off and on, or switch to cellular data to refresh the secure connection to our AI servers.

    • wordupWhy can't I download WordUp from Google Play?

      Occasionally, when you try to download WordUp, you get an error message. This is due to a problem in the Google Play Store. If you try again in a few minutes (or sometimes an hour), it will download successfully. If the problem persists, please email support@wordupapp.co so we can try to help you.

    • wordupWhy can't I see the translations (in my native language)?

      Incomplete download of translation files might be the reason. To fix it, from the 'Profile' tab, go to 'Settings,' on the 'Translation' section, toggle the Translation switch off and then back on again. You may also choose where to see word translations on the card. After making the changes, wait for a few seconds and then look up a word.

    • wordupHow can I see word translations after the English definition?

      First, go to the 'Settings' from your 'Profile' menu. Then, go to the 'Translation' section and hit 'Show,' where you can choose the place you want to see the translations.

  • wordupStill Need Help

    • wordupMy issue isn't listed here. How can I reach a human?

      For the absolute fastest technical resolution, please open the settings menu inside any Zann app and tap "Report a Problem." This automatically attaches your device diagnostics, so our support team can see exactly what went wrong. Alternatively, you can email us directly at support@wordupapp.co.