Help
Answers about your Elephant account, subscription and data.
Account & login
- I forgot my Elephant password. How do I reset it? Open the Forgot your password page, enter your account email, and use the link we send you to choose a new password.
- The password reset or verification email never arrived Check the spam folder and the address you used, then request a new email; reset links expire after 1 hour and verification links after 24 hours.
- I can't get into the email account I signed up with Self-service password reset needs access to your account email, so write to us from any address and we will work out what we can do.
Subscription & billing
- How to cancel your Elephant Premium subscription Cancel from Profile → Subscription in the app; you keep Premium until the end of the period you already paid for.
- How to change your card or download invoices for Elephant Use Manage subscription on Profile → Subscription, which opens the Lemon Squeezy customer portal for payment methods and receipts.
- I paid, but Premium isn't active in Elephant Activation normally takes about a minute after payment; if it doesn't, check you are signed in to the right account, then contact us with your receipt.
- How do I get a refund or a VAT invoice for Elephant? Lemon Squeezy is the seller and handles payments, receipts, VAT and refunds, reached through Manage subscription on Profile → Subscription or your receipt email; contact us if you can't resolve it there.
Your data & privacy
- How to export or download your data from Elephant Use Profile → Data to download a ZIP of your personal data (once an hour) or an Anki file of your studied vocabulary.
- How to delete your Elephant account Delete your account under Profile → Security → Delete Account; your account and study data are permanently removed and this can't be undone.
- How to delete your account or get your data when you can't sign in Email us from your account address and we will handle deletion or export by hand once we have confirmed the account is yours.