How can we help?
We're a small team and we read every message. Most answers are below. If you're stuck, email us and we'll get back to you within two business days.
Email support
support@getsoak.appAccount
How do I sign in on a new phone?
Use the same method you signed up with: Continue with Apple, Continue with Google, or your email and password. Your words, hours and streak come with you.
I forgot my password
On the sign-in screen, tap Forgot password? and we'll email you a reset link. Check your spam or promotions folder if it doesn't arrive within a minute. If you signed up with Apple or Google, use that button instead; there's no password to reset.
How do I delete my account?
In SOAK, go to Settings → Account → Delete account and confirm. This permanently deletes your account and learning data. Deleting your account doesn't cancel a subscription, so cancel SOAK Pro in your Apple ID settings first (see below). If you can't open the app, email support@getsoak.app from the address on your account and we'll delete it for you.
SOAK Pro
How do I cancel?
Open Settings on your iPhone, tap your name, then Subscriptions → SOAK, then Cancel Subscription. Do it at least 24 hours before your renewal date. You keep Pro until the end of the period you paid for.
How do I restore my purchase?
In SOAK, go to Settings → SOAK Pro → Restore purchases, signed in with the same Apple ID you used to subscribe.
Can I get a refund?
Payments go through Apple, so refunds are handled by Apple. Request one at reportaproblem.apple.com.
Videos and learning
A video won't play
Check your connection, then swipe to the next clip and back. Videos stream from YouTube, so a creator may also have removed or restricted the video. Email us the channel name and what you saw, and we'll look into it.
A translation looks wrong
Email us the word and the line it was in. We fix these fast.
Can I change my level?
Yes. Go to Settings → Re-run placement. Words you've learned in SOAK stay; only your starting words are replaced.
Creators
If you're a creator whose videos appear in SOAK, see our creators page.