Support

Help & contact

DeutschPass is run by one person, so there is no ticket queue and no chatbot — your message reaches a human who knows the whole product. Most questions are answered below; anything else, write to us and you’ll hear back within two working days.

I'd like a refund

Every paid track has a 14-day money-back guarantee — no forms and no justification needed. Write to us within 14 days of your purchase with the track name and the address you paid with, and we’ll refund it in full. The money goes back to your original payment method via Paddle, our payment provider. Full details in the refund policy.

My login link didn't arrive

Sign-in is either Google or a magic link sent to your email — there is no password to reset. If the link hasn’t appeared after a minute, check spam and promotions, and make sure you’re opening the most recent link, since requesting a new one invalidates the old. Still nothing? Message us and we’ll get you in manually.

I paid, but the course is still locked

Access is attached to the account you were signed into at checkout, not to the email that paid — so the usual cause is being signed in as a different account. Sign out, sign back in with the account you used to buy, and reload. If it’s still locked, send us the payment receipt and we’ll unlock it by hand — usually the same day.

Which exam or track do I actually need?

It depends on why you need the certificate: B1 for citizenship and residence, B2 for work and professional recognition, C1 Hochschule or TestDaF for university admission. The free level test places you in about eight minutes, the C1 readiness check tells you how far off university German you are, and the exam guides compare the formats side by side. Not sure after that? Ask below — say what the certificate is for and by when.

Still stuck? Write to us

Tell us what happened and we’ll sort it out. If it concerns a payment, include the address you paid with — that’s what lets us find the order fastest.

Prefer plain email? Write to support@mydeutschpass.com. We use your details only to answer you — never to add you to a mailing list. See the Datenschutzerklärung.

You can also email support@mydeutschpass.com directly. Company details and the postal address are on the Impressum.