Frequently Asked Questions

If your questions aren't answered below, then please do email us!

Commonly asked questions

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Pricing and products

I'm not a beginner - does Rocket Languages have advanced courses?

Rocket Spanish, French, German, Italian, Japanese and Chinese-Mandarin have three levels each (beginner, intermediate and advanced). Rocket Russian has two levels. Each level is an independent course and doesn't contain material from the previous level. You can take a free trial to see the topics covered.

For a full list of levels for each language, please click HERE.

How much does the course cost?

For information on our packages & pricing, please click here. To select a different language, click on the "Change language" link.


 

What is in a typical Rocket Languages course?

The key components of Rocket Languages courses are:

  • the Interactive Audio lessons, which are podcast style lessons
  • the Language and Culture lessons, which are grammar based lessons
  • the Survival Kit lessons, which are vocab lists on various topics
  • voice recognition on all words and phrases for pronunciation practice
  • in-depth lesson activities that reinforce your learning
  • the Writing lessons for script languages, e.g. Kanji and Hanzi

 

*Please note that Rocket Sign Language and Rocket English do not follow the same format.

Can I download my course materials?

The podcast-style Interactive Audio lessons can be downloaded to your device for offline use. You can download all other lessons in PDF format.


You will need an internet connection to use the voice recognition tool.

Can I try the course before buying it?

Of course! Sign up for a free trial from our home page. Our courses do come with a 60 day money-back guarantee so if you order and change your mind later on, just contact us for a full refund - no questions asked!

How long does my membership last?

Your Rocket Languages membership is a lifetime membership in line with our Terms of Use.

Do you have family discounts?

If you have family members that want to join the Rocket Languages experience, we offer great family discounts. Find out more here.

Do you offer discounts or licensing options for schools or non-profits?

If you want to rocket your student's language skills sky high, we've got just the option for you! Find out more about Rocket Languages’ Education Solutions here.

Do you offer discounts or licensing options for businesses?

Yes, we offer great value online language learning solutions for businesses. To find out more about how Rocket Languages can meet your requirements or to request a quote, click here.


Login and account problems

How do I access my account?

Click here for the login page and enter your email address and password to gain access to your course. If you have forgotten your password, click here to reset it.

 

If you have any other issues contact us with your order receipt number and/or any other email address you might have used when ordering or signing up to a free trial. 

How do I view my account details and sales history?

You can update your account details (e.g. email address and password) and view your sales history in your Members Area. Please login to your account as normal, click on your avatar in the top right-hand corner and select Profile.

 

 

Why can't I access my account?

Please make sure you are logging in here. If you can't recall your password, please click on the "Forgot password?" link.

 

Use the same email address and password to log into the Rocket Languages iOS/Android apps.

 

If you are still having problems logging in, please contact our support team here and include your receipt number.

I bought a Rocket Languages course a long time ago. Do I still have access?

Yes! Click here for the login page and enter your email address and password to gain access to your course. If you have forgotten your password, click here to reset it.

 

If you have any other issues contact us with your order receipt number and/or any other email address you might have used when ordering. 


Orders and refunds

How do I order?

The easiest way to buy the course is with a credit card. The order process is straightforward and follows these easy steps:

1. Go to our pricing page

2. Select the language you wish to learn

3. Select a package and click the "Buy It Now" button 

4. On the payment page, enter your billing information, then click "Pay".

 

After placing your order, we will ask you to create a password if you don't have one already. You should also receive your login details & receipt by email.

 

If you have any problems ordering via with a credit card, you can find alternative payment methods here.

Why doesn't the order form work?

Our payment/order pages can go offline temporarily. While this is very rare, usually it is only very temporary and within 15 minutes it will be back online. If you find the order form is not working after 30 minutes, then please email us here. All special prices will be honored, as long as we get an email from you!

Did my order go through?

If your order went through, you will have received a receipt via email and been redirected to the Members Area to set your account password. If you haven't received your receipt email, please check your spam or junk mail folder.

 

Please contact us here if you have ordered but have not received your receipt number or gained access to the Members Area.

Did I order more than once?

If you have mistakenly ordered the same package more than once you would have received more than one receipt email, with the product description being the same on both receipts. If this is you, then please email us straight away so that we can refund the mistaken purchase.

 

Please note that if you have taken advantage of our upgrade offers, you will have been sent two emails with different receipt numbers. Please check the product descriptions listed on the receipts to determine whether you have ordered two different packages, or whether you have mistakenly ordered two copies of the same package.

Can I give a Rocket Languages course as a gift?

You sure can! You can order a gift voucher here. After ordering we will email you the Gift Voucher, which you can email to the recipient or print out. 

 

If you have already purchased a course under your own name, don't worry! You can update the account details with the recipient's name and email address later on. If you have any problems, contact our support team here

Where can I redeem my Voucher?

You can redeem your voucher here. If you have any trouble, please contact the Customer Support team here.

Can I pay from outside the United States?

Yes! However, please note our payment processor has automated security features, especially with overseas credit cards. For instance, if the country of origin of the credit card and the country where you are ordering from are different, then it is likely that the transaction will be denied.

 

If you don't have a credit card, or it is not accepted, then there are other payment options here.

Are my credit card details secure?

Yes. We value your privacy, so we use Stripe or Clickbank for payment processing. Your information is secure as these merchants are 2 of the most trusted and largest payment processors on the internet.

 

In order to process payments with Visa and MasterCard credit cards we require the CVV2 or CVC2 validation code. Most cards have this 3-digit code printed on the back of the card, to the right of the card number. American Express cards have a 4-digit code printed on the front, to the right of the card number. If you are 100% certain your card has no code on it, enter "none" in the space provided on the payment page.

Why did my credit card decline?

Our payment processor has automated security features, especially with overseas credit cards. For instance, if the country of origin of the credit card and the country where you are ordering from are different, then it is likely that the transaction will be denied.

 

If your credit card is not accepted, then there are other payment options here.

I don’t have a credit card. How do I buy the course?

If paying by credit card isn’t suitable for you, we have several payment methods available. Please see our payment options page here. 

Can I pay in my local currency?

No. We only sell our courses in US dollars.

How do I get a refund?

If you're not happy with your course, we can issue a full refund for you as long as it is within 60 days of purchase. Just contact us here.

Can I buy the individual levels?

Yes, you can. Rocket Spanish, French, German, Italian, Japanese and Chinese-Mandarin have three levels.

 

To order level 2 or level 3 of these languages, please go to the pricing page, select your language, then scroll to the "Common Ordering Questions" of the page and look for the heading "Can I buy the individual levels?" Click on the level you wish to purchase.


Free materials and newsletters

Can I sign up for free language lessons?

Yes! If you join any of our free trials, you will get free access to sample lessons included in the full course. You will also be able to see the topics covered in the rest of the course. You will also receive free weekly newsletters which you can unsubscribe from at any time.

 

You can also find other free language resources here.

How do I access my free trial?

You can access your free trial materials by clicking on the links in the emails or by logging directly into the Members Area here.

 

If you can't recall your password, please use the "Forgot password?" link to reset it. If you are still having problems, contact our support team here.

What are the Rocket Fuel emails?

The Rocket Fuel emails are dynamic, weekly newsletters that are full of hints, tips, and info to make your learning journey easier and more fun. Each one is individually tailored, based on up-to-the-minute information about which lessons you've completed already, and how well you've done.


You can unsubscribe from these emails without affecting your membership.

Are my details safe? Will you sell my email address?

We will NEVER pass personal information on to anyone. Please see our Privacy Policy for the long-winded version.

How do I unsubscribe?

You can unsubscribe from our emails by clicking on the "Click here to manage your subscriptions" link at the bottom of any newsletter or promotional email.


The Rocket Languages app

Are all the features available on the app?

The most used and major features of the courses are on the app. However, some features are not compatible, like the forums and customized Flashcards.

Why can't I log into the app?

Please make sure you are logging in with the correct details.

  • If you can't remember your password then use the "Forgot password?" link on the app.
  • If you are sure your details are correct, try uninstalling the app and re-installing it.
  • If that doesn't help, please contact our support team here.

The app isn't working properly - what should I do?

Please contact us with as much detail as you can so we can fix it!


Feedback and suggestions


System requirements and technical questions

What are the computer system requirements?

Desktop computers:

  • We officially support the current and prior major releases of Chrome, Firefox, Edge, Internet Explorer and Safari on a rolling basis.
  • In order to get the best out of your course, we recommend using an updated version of the Chrome browser. True voice recognition is only available for Chrome and Safari 12+ users.
  • Firefox, Edge & Safari 11 will record audio without pronunciation feedback.
  • All other browsers can only play the tutor’s audio.

Mobile:

What browser should I use?

Rocket Record (voice recognition) will work best for Chrome and Safari12+ users, as these are the only browsers that are advanced enough for our voice recognition feature. Please ensure you have the *latest* version of Chrome or Safari installed. (check here for Chrome).

 

Firefox, Safari 11 and Edge will record audio without pronunciation feedback. All other browsers, including Internet Explorer, can only play the tutor's audio.

Why can’t I record my voice?

Our general advice is to check your microphone is plugged in correctly and that it is the one in use by your computer. You should be able to check this by going to your audio settings.

 

If you are using Chrome click here.

 

If you are using Safari click here.

 

If you are using Firefox click here.

 

If you are using Edge click here.

 

For everything else please contact customer support here.

How do the testing and activities work?

The desktop version of the members' area has Benchmark tests and Certification tests. You can access these by clicking your avatar at top right of the members' area. These tests will be coming to the app soon!


The Rocket Reinforcement activities are at the bottom of each lesson and can be accessed on both the desktop and the apps. These activities work on different aspects of the language (listening, writing, reading and understanding). We show full instructions on the activity itself.

Why do I keep getting bad or inconsistent voice recognition ratings?

Rocket Record’s voice recognition matches your voice to a "native" accent. It is important you try to mimic your tutor as closely as possible.

 

If you have consistently poor ratings, try:

  • positioning your microphone differently so that your breathing doesn't interfere with your recording (e.g. near the chin, not too close to the mouth).
  • using a headset microphone, as this will give you a better quality of recording and therefore more accurate results.
  • checking the lesson on pronunciation in your course. It will have valuable tips about how to sound like a native speaker!

 

If you can't record at all, then please check this FAQ.

Why do the volume levels keep changing randomly?

When you play and record audio in the course, Windows may dim the volume as it detects communication activity. You can change this in your Windows settings.


Windows 7:

  • In your Start menu, search for the Control Panel and visit the "Sound" settings
  • In the "Communications" tab, change "When Windows detects communications activity" to "Do nothing".


Windows 8:

  • In your Start menu, search the Settings category for "Change Sound Card Settings".
  • In the "Communications" tab, change "When Windows detects communications activity" to "Do nothing".


Windows 10:

  • Search Windows for “Sound” and choose “Change system sounds”
  • In the "Communications" tab, change "When Windows detects communications activity" to "Do nothing". 


Why is Rocket Record (voice recognition) cutting my recording off early?

If Rocket Record (voice recognition) detects a pause when you're speaking, it will stop recording, causing it to "cut off."

 

Here a few tips to overcome this issue:

How do I use Play It?

Play It! really gets you thinking on the spot by letting you take part in an actual conversation. You can see the instructions for Play it! by clicking the help icon within the activity itself. You can make the activity more difficult by altering the settings within Play it!.

What are hotkeys and how do I use them?

Hot keys are keyboard shortcuts that help speed up going through the activities. 


In the Rocket Reinforcement activities section, once you start an activity, you can use the following hot keys:

  • P = Play tutor audio
  • R = Record yourself
  • 1 = rate as Easy
  • 2 = rate as Good
  • 3 = rate as Hard
  • Enter = Reveals phrase


These hot keys will also work on the Benchmark and Certification Tests.


With the FlashCards you can use the following hot keys:

  • Enter = Flip
  • 1 = rate as Easy
  • 2 = rate as Good
  • 3 = rate as Hard

Can I increase the font size?

If you have trouble reading the course content, most common browsers allow you to zoom in. 

  • To zoom your screen hold down the Control key (or Command on a Mac) on your keyboard and press the + or - button.
  • To return your screen to normal size, hold down the Control key (or Command on a Mac) and press the number 0.

 

Alternatively, for Google Chrome users there's a free Screen Reader extension called ChromeVox, which will speak aloud the words on the screen.

You can access ChromeVox here

Why won't the file I downloaded open?

Anti-virus software, pop-up blockers, and firewalls can prevent a file from being fully downloaded. To resolve this issue, close all other open applications and re-download the file using a different internet browser. We recommend using Chrome or Firefox.

 

If you are still having problems please email our support team here with more detail and include a screenshot of the problem.

Where are the files I downloaded?

Files normally download to a default folder (e.g. Downloads) depending on your internet browser settings. Please check your browser settings to find where your files are being saved.


You can also check your recent download history in your internet browser or download manager. If you can't find the file you downloaded, you can try downloading it again and noting where it will download to. 

I think there is an error in my course materials

We always try our best to make sure that our course materials are up-to-date and working properly. If you come across any potential errors, contact us here with the lesson number and phrase.

Why can’t I see foreign characters/scripts?

For the Rocket Chinese, Korean, Japanese, Hindi, and Arabic you will need to make sure that your browser is set to display the non-English scripts. Otherwise these characters will show up as small boxes or symbols.


Mozilla Firefox & Google Chrome browsers normally display these automatically but if you are using Internet Explorer, please go to “Page” in your toolbar and under “Encoding”, make sure that it is set to “Unicode (UTF-8)”. 

Why can’t I hear any audio in the lesson?

Please check that your browser is up to date. If you have an older browser, please check for updates or install Chrome or Firefox to automatically update to the latest versions.

 

In order to get the best out of your course, we recommend using the latest version of the Chrome or Safari browsers. True voice recognition is only available for Chrome and Safari users. Firefox & Edge will record audio without pronunciation feedback. All other browsers can only play the tutor's audio.

 

If this does not resolve the issue, please contact customer support.

Can I download the Interactive Audio lessons?

Yes! The audio lessons can be downloaded to your computer or used offline on your smartphone. On a computer, you will need to have Windows Media Player, iTunes or any other MP3 player installed in order to play the audio lessons. Please note that the Rocket Languages courses can only be downloaded for your own personal and private use as per our Terms of Use.

How do I download the Interactive Audio lessons?

To download any of the files for Rocket Languages, you can simply click on the download icon, which is located on the far right-hand side of the audio streaming bar. You can also right click on the icon and select Save Link As. If you are on a Mac, hold down the Control Key and click on the download icon to replicate the right click function. 

After you click on the download icon, the download process will start automatically, or, another window may appear asking where you would like to save the file. Navigate to where you would like to save the file on your computer and then click the "Save" button in this window to commence the download.

Please ensure that you take note of what location the files will be saved to so that you can easily locate them again.

Once your download has completed, you will be able to play the lesson using Windows Media Player, iTunes or any other MP3 player you might use. 

How do I download/print the written text in the lessons?

Downloading/printing the lessons will vary slightly depending on the browser you're using. 


On Chrome, once you're in the lesson, you will need to use your mouse and right-click anywhere in the lesson. (If you are on a Mac, hold down the Control Key and click on the download icon to replicate the right click function.) When you right-click, you need to select "Print"; you will then see a pop-up and you can Print right away, or, from the drop-down menu on the right-hand side of the page, you can select the "Save as PDF" option. 


In Firefox, after you access the lesson, you'd have to click on the three horizontal lines at the top right-hand side of the page (within Firefox's menu). From there, you can select "Print". You will then see a “Print” button on the top left-hand side, if you click there and scroll to the sides, there will be an option that says “Microsoft Print to PDF” and you can save the file there. 


For Edge; you also access the lessons and right-click with your mouse, you will then select "Print"; here, you will see a “Printer” menu, and the first option is “Save as PDF”. 

Can I get my course on CDs?

Unfortunately, we no longer offer the course on CDs. If you need to use the lessons offline, you can download the audio and PDF files to listen to/read offline.

Please note that you will still need to be online to access some features like the Rocket Reinforcement activities, Rocket Record voice recognition, progress tracking and various other learning tools.

How do the badges work?

When you start your course, you’ll be assigned the “Novice” badge. As you earn points by using the different features in the course, you’ll start moving up in rank. Here’s a list of badges so you know where you are:

  • 0 points: ‘Novice’ 
  • 500 points: 'Learner'
  • 1,000 points: 'Apprentice'
  • 1,500 points: 'Explorer'
  • 2,000 points: 'Voyager'
  • 2,750 points: 'Artisan'
  • 3,500 points: 'Leader'
  • 5,000 points: 'Specialist'
  • 7,500 points: 'Guru'
  • 10,000 points: ‘Certified’

After 10,000 points you become “Certified” and start earning stars:

  • 12,500 points: ‘Green Star Master’
  • 22,500 points: ‘Blue Star Master’
  • 32,500 points: ‘Red Star Master’
  • 42,500 points: ‘Silver Star Master’
  • 64,000 points: ‘Gold Star Master’
  • 150,000 points: 'Platinum Star Master'
  • 200,000 points: 'Black Star Master'
  • 250,000 points 'Green Star Hero'
  • 300,000 points: 'Blue Star Hero'
  • 350,000 points: 'Red Star Hero'
  • 400,000 points: 'Silver Star Hero'
  • 450,000 points: 'Gold Star Hero'
  • 500,000 points: 'Platinum Star Hero'
  • over 550,000 points: 'Black Star Hero'

How do I earn points?

There are many ways to earn points in your course. 

  • Playing audio using Rocket Record = 1 point per phrase
  • Recording yourself using Rocket Record = 3 points per phrase
  • Playing a Sign Language video from a lesson = 2 points per video
  • Completing a Rocket Reinforcement activity = 25 points per activity
  • Completing a Quiz = 20 points per Quiz
  • Completing Play it! = 25 points per time
  • Completing a lesson = 100 points per lesson
  • Rating a FlashCard = 1 point per FlashCard
  • Answering a question or commenting in the Forum = 100 points per answer/comment
  • Asking a question in the Forum = 50 points per question
  • Adding a phrase to Saved Vocab = 2 points per phrase
  • Sending us a members review of your course = 500 points per review

Can I hide the romanization/pinyin/kana/rōmaji from my course?

Yes! If you click on Settings in your Members' Area, you will see a toggle you can use to show or hide romanization/pinyin/kana/rōmaji.

I am using Chrome, why can't I record my voice?

Our general advice is to check your microphone is plugged in correctly and that it is the one in use by your computer.

 

If that doesn't work, then follow these steps:

1. Make sure you have the latest version of Chrome (use these steps to check).

2. Try to record yourself

3. Click on the camera icon that will appear on the right-hand side of the url/address bar

4. On the modal that pops up, click "Continue allowing..." and check that the microphone being used is the correct one

 

If recording is working but your results are consistently poor, see this help question.

 

Don’t forget that the app is a great alternative to record your voice! Just search for "Rocket Languages" in the app store (iOS or Android).

I am using Safari, why can't I record my voice?

Our general advice is to check your microphone is plugged in correctly and that it is the one in use by your computer.

 

If that doesn't work, then follow these steps:

1. Try to record yourself

2. Your browser will ask you if you want to allow app.rocketlanguages.com to use your microphone. Click "Allow"

3. Click the red microphone in the url/address bar

4. In the drop-down menu, select "Always Allow..."

 

If recording is working but your results are consistently poor, see this help question.

 

Don’t forget that the app is a great alternative to record your voice! Just search for "Rocket Languages" in the app store (iOS or Android).

I am using Firefox, why can't I record my voice?

Important: While you can record yourself, Firefox does not support voice recognition. For working voice recognition you will need to use the Rocket Languages apps, Chrome, Safari or Edge browsers.


If you want to use Firefox for recording only, then our general advice is to check your microphone is plugged in correctly and that it is the one in use by your computer.


If that doesn't work, then follow these steps:

1. Try to record yourself

2. Click the microphone icon that appears in the left-hand side of the url/address bar

3. Check that the correct microphone is selected

4. Click "Share selected device" and "Always share"

I am using Edge, why can't I record my voice?

Important: While you can record yourself, Edge does not support voice recognition. For working voice recognition you will need to use the Rocket Languages apps, Chrome, Safari or Edge browsers.


If you want to use Edge for recording only, then our general advice is to check your microphone is plugged in correctly and that it is the one in use by your computer.


If that doesn't work, then follow these steps:

1. Right click the microphone icon in your task bar

2. Select "Recording devices"

3. Select your preferred microphone and set it as default


Can't find your answer?