Preply Suspended My Account After Charging My Subscription

I purchased a one-month subscription on Preply with an instructor named Joseph. At approximately 8:44 p.m. on April 22, 2026, my active Preply account was suddenly suspended without any warning or prior notice, completely cutting off my access to the platform. However, just one day earlier, at approximately 10:42 p.m. on April 21, 2026, approximately $20 had already been charged to my İş Bank debit card for this subscription.

I can no longer access my account, yet the subscription fee has already been collected. I was never informed of any policy violation, nor was I given any explanation for why my account was suspended. I have received no notification through the platform or by email regarding the reason for the suspension, and I have remained locked out of my account since April 22, 2026.

After this happened, I contacted Preply Customer Support and requested a refund. I was simply told that I had already been informed, but no meaningful solution was provided, and no refund has been processed. Being denied access to my account while still being charged for the subscription has left me feeling unfairly treated as a paying customer.

I request an immediate refund of the approximately $20 subscription fee charged to my debit card. If possible, I also ask that my account be restored so I can regain access to the platform. In addition, I request a clear, detailed, and written explanation of why my account was suspended.