Frequently Asked Questions

How do I create an account?

Sign up with your phone number and a password. Answer a few quick setup questions, and you're ready to talk.

How does my first conversation work?

Choose a tutor and start a session. Your tutor will greet you and ask the first question. From there, you can talk about what's on your mind or practice for a situation coming up in your life.

Can I change tutors later?

Yes. You can switch tutors anytime in Settings.

What plans are available?

TalkMaxx offers Talk+ and Talk Pro, with different amounts of conversation time each month. View all plans to compare prices and included minutes.

What happens if I use all my included minutes?

You can keep talking. When your plan's minutes run out, top up anytime: extra minutes come in packs of 100, 200 or 500 (100 minutes cost $8.50), charged to your card right away and good until your minutes reset. Nothing is ever added to your bill afterwards. If you often need more, the 1,000-minute plan is the better deal.

Can I change plans?

Yes. Go to Settings → Manage billing to change your plan.

Is there a free trial?

Yes. Every plan includes a 7-day free trial. Your subscription begins automatically when the trial ends unless you cancel beforehand.

How do I cancel?

Go to Settings → Manage billing and cancel there. You can continue using your plan until the end of your current paid period.

What is the guarantee?

Practice regularly with TalkMaxx for a year. If your assessed speaking level does not rise by at least one CEFR level, we'll give you another year on your plan free.

Does my plan qualify?

Yes. The guarantee applies to Talk+ and Talk Pro. Both included minutes and paid overage minutes count toward your practice time.

What do I need to do?

Keep your subscription active for 12 consecutive paid months and speak with TalkMaxx for at least 120 minutes a week in 50 of the 52 weeks. That gives you two weeks when you can practice less or take a break.

How is progress measured?

TalkMaxx estimates your speaking level when you begin and assesses it again at the end of the year using your conversations. These are TalkMaxx's CEFR-based estimates, not official test scores.

What if I don't advance a level?

If you meet the practice requirement and your final assessed level has not risen by at least one CEFR level, we'll cover your plan's subscription price for the next 12 months. Any minutes beyond that plan's monthly allowance are still billed at the usual overage rate.

What if I'm already at C2?

A learner assessed at C2 cannot advance another CEFR level, so this guarantee does not apply to a C2 starting level.

What are the different session modes?

• Conversation — free-flowing talk about anything
• Interpreter — real-time interpretation between two people speaking different languages
• Vocabulary — focused practice building words around a topic you choose
• Eyes-free — audio-only conversation for driving or commuting, no need to look at the screen

Does TalkMaxx remember our previous conversations?

Yes — your tutor remembers things you've told them before (your interests, things you've talked about) so conversations build naturally over time instead of starting from zero every time.

What if I don't understand something the tutor said?

Just say so, or switch to your own language — your tutor will explain and bring the conversation back to English naturally.

What's my "English Level" and how is it calculated?

It's your CEFR level, the same internationally recognized scale used worldwide, calculated periodically from your real conversations — not a test, just an ongoing read on how you're actually doing.

Do parents get a progress report?

Yes — a weekly report in your language, sent on whichever day(s) you choose in Settings.

The tutor doesn't seem to hear me

Try these steps in order:

1. Check microphone access. Select the microphone icon in your browser's address bar and make sure access is allowed. If you change the permission, refresh the page and start a new session.
2. Check that your microphone isn't muted. Look for a mute switch on your headset and check your device's microphone settings.
3. Refresh the page and start a new session.
4. Close other apps that may be using your microphone, such as Zoom or Teams.
5. Try another network, browser, or device to help narrow down the cause.

If the problem continues, contact support and tell us which browser and device you're using and roughly when it happened.

The audio sounds choppy or cuts in and out

A weak or unstable connection can cause audio problems. Try moving closer to your Wi-Fi router or switching to another network or mobile data. If the problem continues, contact support.

The app won't load or a session won't start

Refresh the page. If that doesn't help, close and reopen your browser, then try again.

I got disconnected during a conversation

Check your connection and start a new session. If disconnections keep happening, contact support with the approximate time and the browser and device you were using.

The tutor started speaking another language

Say, "Let's continue in English. Use my language only when I ask for help." If the tutor continues speaking another language, start a new session and let support know.

How do I update my payment method?

Go to Settings → Manage billing to update your card.

Why was I charged after my free trial?

Your 7-day trial converts to a paid subscription unless you cancel before it ends. You can manage or cancel your subscription in Settings → Manage billing.

Why is my bill different this month?

Your monthly bill is just your plan's price. Extra minutes you buy are charged separately when you buy them, and show up as their own payments in Settings → Manage billing. If you switched plans mid-month, you'll also see a one-time charge for the difference.

How do I get a receipt?

Stripe emails a receipt after each charge. You can also view your invoice history in Settings → Manage billing.

How do I reset my password?

Tap "Forgot password?" on the login page and enter your phone number. If there's an email on file for that account (the "Parent's email" field in Settings), you'll get a reset link there. If you never added one, email support@talkmaxx.com for help instead.

How does a parent manage their child's account?

Enter your email at the parent login page to get a magic link — no password needed. That gives you access to the parent dashboard, where you can see your child's progress. Things like the weekly report schedule are adjusted from your child's own Settings page (under "Parent's email"), not the parent dashboard itself.

What conversation data does TalkMaxx store, and why?

We store text transcripts of sessions (never your actual voice — that's processed in real time and not retained) along with usage data like session length. This is what lets your tutor remember previous conversations, track your progress, and generate reports — see our full Privacy Policy for details.

How do I delete my account and data?

Email support@talkmaxx.com to request deletion — your account and all associated data will be removed.

What safeguards are in place for young learners?

Coco is designed for children and teens. He guides conversations toward age-appropriate topics and away from sexual, violent, or other inappropriate content. He is also designed to avoid asking for identifying details such as a child's last name, school, or home address. If a child raises something concerning, Coco responds supportively and encourages them to speak with a parent or trusted adult.

How do I report a concerning conversation?

Email support@talkmaxx.com. Safety reports go directly to TalkMaxx's executive management team for immediate review. Please include the account name and the approximate date and time of the conversation so we can find it.

Should my child share personal information with the tutor?

No. Please remind your child not to share their full name, school, address, contact details, or photos during a conversation. Coco is designed to steer the conversation away from personal details if they come up.