Everything you need to get unstuck with GoPrep: how to reach a human, how to manage or cancel your subscription, how refunds work, and how to delete your account.
Contact us
Write to support@aleem.io — this is the only support address we use, and a person reads every message.
Please tell us the email address you sign in with, what you were doing when it went wrong, and — for anything involving money — the date, the amount and how you paid. A screenshot usually saves a round trip.
We reply in the language you write to us in, normally within one business day.
Manage or cancel your subscription
If you subscribed inside the iOS app, Apple bills you and only Apple can switch off auto-renewal — we have no way to do it for you:
- Open Settings on your iPhone or iPad.
- Tap your name at the top, then Subscriptions.
- Choose GoPrep and tap Cancel Subscription.
You can also go straight to apps.apple.com/account/subscriptions.
If you paid by card, Kaspi or Paylov, cancel it yourself in the app: Profile → Subscription → Cancel Subscription. You keep access until the end of the period you have already paid for.
Payments through Payme, and through the local wallets in Vietnam and Indonesia, are one-off: nothing renews by itself, so there is no cancel button and nothing to switch off. Access simply ends when the period you paid for runs out.
Refunds
We refund in full within 14 calendar days of the payment — just ask us. The guarantee covers one-off purchases and the first payment under a subscription; cancelling stops any further charges. Purchases made inside the iOS app are billed by Apple, so those refunds are requested from Apple. The full rules are in the Refund Policy.
Delete your account
You can delete your account yourself, from inside the app: Profile → Delete account. Before anything happens you are shown exactly what will be removed and asked to type your email to confirm.
- Your profile, settings, test results and payment history are erased permanently. This cannot be undone.
- An active subscription is cancelled as part of the deletion. An App Store subscription is the exception — switch auto-renewal off in the App Store as well, or Apple keeps charging.
- Refunds are not possible after deletion. If you want your money back, ask for the refund first and delete afterwards.
If you cannot sign in at all, write to support@aleem.io from the address on the account and we will delete it for you.
Common questions
A test won't open
Check that you are signed in and that your subscription is active — a locked test sends you to the plan page instead of opening. Otherwise reload the page (test content is cached in your browser for up to five minutes) and make sure you are online: the iOS app has no offline mode.
The microphone isn't picking me up
Allow microphone access in your browser or phone settings (Privacy → Microphone), make sure the right microphone is selected and not muted, then press Try Again. Keep the screen awake while you speak — a locked or dimmed screen can cut the recording off.
The sign-in email hasn't arrived
The code and the sign-in link are valid for 10 minutes, and the email comes from GoPrep with the code itself at the start of the subject line — if it is not in your inbox, check the spam folder. If it still has not arrived, use Resend, or sign in with Google on the website (Sign in with Apple in the iOS app).