← Level Nine

Help

Answers to the questions learners ask most. Still stuck? Write to us at the bottom of the page.

Signing in

My sign-in email hasn't arrived
It can take a minute. Check your spam, junk or promotions folder. If it still isn't there, ask for a new link from the sign-in page after a minute, or continue with Google instead.
The link says it has expired or doesn't work
Sign-in links work once and only for a short time. Open the link on the same device and browser where you asked for it: links opened inside an email app's own browser often fail. Ask for a new one if it has expired.

Practising

My microphone isn't working in Speaking
Allow microphone access for this site when your browser asks. If you said no before, open your browser's site settings (the icon next to the address) and allow the microphone, then reload. On an iPhone, also check Settings › Safari › Microphone. Headphones with a microphone in a quiet room give the best results.
How accurate are the levels?
They are estimates against the published CELPIP performance standards, not official scores. Reading and Listening come from your answers. Writing and Speaking are scored by AI and can be off by a level either way, so practise several tasks before trusting a trend. After your real test, add your official levels on the Account page: we use them to make the estimates more accurate.
What happens if I refresh or close a test?
Refreshing a Reading test keeps your answers and the timer. Closing the tab ends the attempt. A Listening recording plays once, as on test day, so stay on the page while it plays.

Passes and payments

What's free, and what does a pass add?
Free: Reading Test 1 and Listening Test 1 with their part drills, every skill drill, one scored Writing and one scored Speaking response, and your level card. A pass unlocks every test with its part drills, scored Writing and Speaking, and the tutor. See pricing.
Will I be charged again?
No. A pass is one payment for a fixed number of days (30 or 60) and never renews. When it ends you go back to free practice, and your history stays.
My test date moved. Can I extend?
Yes. Buy another pass from the pricing page while yours is active: it starts the day your current pass ends, so you lose nothing, and its scoring allowance is added to yours.
Is there a limit on scored responses?
Up to 16 scored Speaking and 6 Writing responses a day, and 250 Speaking and 60 Writing over an Exam Pass (125 and 30 over a 30-Day Pass). Your Account page shows how many you've used.
I paid but my pass isn't showing
It usually appears within a minute. Reload the Account page. If it still isn't there, write to us from the email address you paid with and we'll sort it out.
How do refunds work?
Within 7 days of buying, if you’ve used 5 or fewer scored responses, we refund in full: just write to us. Details in the Refund Policy.
How do I get free days for inviting a friend?
Copy your invite link from the Account page. When a friend signs up with it and buys a pass, you both get 7 extra days.

Your account

How do I change my test date or target level?
On the Account page, under Preferences. Your daily plan and countdown follow the new date.
How do I stop reminder emails?
Use the unsubscribe link in any reminder, or untick reminders on the Account page. Emails about a pass you bought, such as when it ends, still come.
How do I delete my account?
On the Account page, under Delete account. It removes your account and practice data for good. See the Privacy Policy for what we keep and why.

Contact us

Our support email will be listed here before launch.