How can we help?

Answers to common questions, and a real person when you need one.

Purchases

I bought CitizenOz Pro but it's locked on a new device

Make sure the device is signed in to the same Apple or Google account you bought with, then open the You tab and tap Restore purchases.

How do I cancel the weekly plan?

On iPhone: Settings > your name > Subscriptions > CitizenOz. On Android: Google Play > your profile > Payments and subscriptions > Subscriptions. Cancel at least 24 hours before the week ends to stop the next renewal. Deleting the app or your account doesn't cancel it.

How do I get a refund?

Purchases are processed by Apple and Google. On iPhone or iPad, request a refund at reportaproblem.apple.com. On Android, open Google Play, go to your order history and choose the purchase.

Accounts and sync

Do I need an account?

No. Accounts are optional and only sync your progress between devices.

I didn't get my sign-in code

Codes usually arrive within a minute. Check your spam or promotions folder and make sure the address is spelled correctly. You can request a new code after 60 seconds.

My progress is different on two devices

Sign in to the same account on both. Progress syncs automatically when you're online; you can also tap Sync now in You > Account. When both devices have answered the same question, the most recent answer counts.

How do I delete my account?

In the app: You > Account > Delete account. See account deletion for what's deleted and how to request deletion by email.

Studying

I think an answer is wrong

Thank you for telling us. Tap Report under the explanation; it opens an email with the question already identified. We check every report against the booklet.

Where do I learn a topic I keep missing?

Under every explanation is the booklet page and a link to the study notes for that section, with a button to practise just that section.

How is the predicted score worked out?

It combines how you're doing in each part of the booklet with how much each part counts on the test. Values are shown separately, because a missed values question fails the test on its own.

The voice reading questions sounds wrong

Read aloud uses your device's Australian English voice. On iPhone you can download a better one in Settings > Accessibility > Spoken Content > Voices > English > Australia.