Frequently asked questions
Frequently asked questions
What is Tandem and how does it work?
Launched in 2015, Tandem is the mobile app that brings together millions of language learners. Members of the community form one-on-one Tandem partnerships to teach each other their native languages via text, audio, and video chat. Tandem has funding from some of Europe’s most prominent investors and is supported by the Tandem Fundazioa, the organization that developed the tandem language learning method.
On the Tandem App, after filling out your application and being accepted into our community, you will be shown members from all over the world who speak the language(s) you want to learn and who want to learn the language(s) you speak. You will then be able to reach out to other members of the community and start your language exchange. We hope you learn lots and have a great time meeting new friends!
What is a language exchange?
Language exchange actively goes by many different terms— conversation exchange, intercambio, tandem.
Regardless of which term you might be familiar with, they all have the same definition: “Language exchange is a method of language learning based on mutual language practicing by learning partners who are speakers of different languages. This is usually done by two native speakers teaching each other their native language.” — Wikipedia
In other words, language exchange is the process of joining forces with someone, known as your language exchange partner, who is ideally a native speaker of the language you want to learn. Through a two-way process of direct communication and conversation, both learners are given the opportunity to improve their target language skills and proficiency while simultaneously fostering intercultural competence.
Read more about language exchange here.
What are the Tandem Community Principles and what happens when I break them?
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.
We take care of each other and stand ready to protect our community from those who act against our principles. Depending on the severity of the community principle you have broken, you will receive a warning or a ban from one of our community safety team. If you receive a warning for a second time, you will be banned from the community.
Where can I download Tandem?
Tandem is available to download on iOS and Android devices as well as our new web app which can be found here. Our developers are hard at work bringing more features from our mobile app to our web app every month!
You can download Tandem from the Google Play Store, Apple's App Store, Huawei AppGallery, Baidu, Tencent, Xiaomi, Oppo, Vivo and 360.
How many members from different countries and cities do you have on Tandem?
What languages can I learn and teach on Tandem?
Why are my messages showing as sent but not delivered?
If you send a message to your partner and they have their status set to “offline” on Tandem, they are not connected to the internet at the time, or are having connection issues, your message will remain as “sent” until they come back to their chat list and refresh their chat stream. Your message will then be marked as “delivered” until they have read your message which will be marked as “read”.
I submitted my application but haven’t been accepted into the community yet. Why is this?
Your application can get rejected for several reasons, including if you’re under 16 years of age, or haven’t used a real profile photo or name. Each application is individually reviewed, which can also take time, and occasionally, there is a waitlist in certain countries to keep our community and languages balanced.
How can I cancel my Tandem Pro membership?
You can review, cancel or edit your Tandem subscription anytime.
If you have an iOS device, go to Settings -> Tap on your name -> Apple ID -> Subscriptions -> Tandem.
If you have an Android device, open the Google Play Store app, and then tap Menu -> My Apps -> Subscriptions -> Tandem.
How can I get a refund?
If you are using an Android device and purchased a subscription from the Google Play store, you are eligible for a refund if you get in touch with us within 14 days of a 1-month subscription or within 30 days of a 3-month or 12-month subscription.
If you’re 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.
If you are using an iOS device, please request a refund from iTunes via the link in your purchase confirmation email within 14 days of your subscription purchase.
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.
There are two ways to report someone, either on the screen where you chat with them or on their profile. To report a member from the chat with them:
- Tap the three dots button in the top right-hand corner.
- Tap “Report (name of the member).”
- Choose one of the report reasons and include as much additional information as possible.
- Finally, tap the “Report to Tandem” button to make your report. To report someone from their profile:
- Tap the warning mark (!) in the top right-hand corner.
- Choose one of the report reasons and include as much additional information as possible.
- Finally, tap the “Report to Tandem” button to make your report. In order for the Community Safety Team to review your report as quickly as possible, please remember to attach your conversation history as evidence when making the report.
Our community takes reports very seriously. The Community Safety Team reviews 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 Safety Team reaches out to you directly if they need additional information to resolve the report.
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. The Community Safety Team 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. The Community Safety Team 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.
How can I delete my account?
We’re sorry to hear that you want to leave the Tandem community. If you have an active account you can permanently delete it by going to your Profile -> Settings -> Delete my account. Please keep in mind that deleting your account will not cancel your Tandem Pro subscription.
If you haven't been accepted into the community yet, you will be able to delete your application yourself after waiting for 7 days. Simply tap the "cancel my application" button and the information you gave in your application will be deleted.
You can read more about our privacy policy here.
