Help & FAQ

Account & login

How do I reset my password?

1. Open Reset password and enter your account email.
2. Check your inbox and spam folder for the reset message.
3. Open the newest reset link and choose a new password.

If a link has expired, request a new one. More account help.

Why can’t I see my courses or progress?

Check that you are signed in to the account you used for your learning. Allow the page to finish loading, then open My Courses or Dashboard. If the information still looks wrong, contact support with the affected course and page.

Practice & Pinyin input

Do I need tone marks or a Chinese keyboard?

No. Use plain Pinyin without tone marks in typing practice. For 你好, type ni hao. Listen to the audio to learn the tones. See the input guide.

My answer is not accepted. What should I check?

1. Use the word order shown by the sentence, rather than translating word for word from English.
2. Check the active word for missing or extra letters.
3. Follow the word spacing and Pinyin hints shown in Practice.
4. Replay the sentence or switch to Guided if Dictation feels too difficult.

Which mode should I start with?

Use Watch when you need to understand a sentence. Use Guided when you are ready to type it yourself. Dictation, Read-Along, and Speak give you other ways to revisit it. Choose a practice mode.

How do I change the hints?

Open Settings → Answering. Use Show answer as ghost text for Pinyin hints and Show word meanings for English word meanings. Each offers Off, Progressive, and Always show. See display settings.

Courses & imported material

Which course should a beginner choose?

Start with a Beginner course and a short lesson. Choose HSK material when you want level-based study, or Everyday material for practical situations. Read the course guide.

Why can I open some lessons but not others?

Free includes Free courses and the available preview lessons in Pro courses. Active Pro gives access to all active courses and lessons. Check the course’s access label and your Membership status.

Can I use my own sentences?

Active Pro lets you create, edit, and practice personal courses. In a lesson’s item editor, use Paste Chinese Text, or add formatted items if you already have the meaning, segmented Chinese, and Pinyin. See the formats and an example.

Will my personal course appear in Course Library?

Your courses are personal. Public-course publishing is managed by administrators. Read about personal-course access.

Review & progress

What is the difference between Mistakes, New, and Mastered?

Mistakes holds content you missed. New keeps content for later practice. Mastered holds content you have marked as familiar. Notes keeps your own learning Notes. Explore the Review lists.

Why can’t I save more Review content?

Free accounts can save up to 30 unique Review content groups. Check your saved lists before adding more, or compare Free and Pro Review access.

Why are the numbers different across pages?

First compare the labels and date range. Time watched, time practiced, lessons studied, and saved Review content measure different things. Understand your learning statistics.

Membership & billing

Are the five practice modes included in Free?

Both plans include all five practice modes. Course and lesson access still follows your plan. Pro adds all active courses, unlimited Review, more voices, higher pronunciation-check limits, and personal-course tools. Compare Free and Pro.

How do I cancel renewal?

Open Plans and choose Manage billing. In the Paddle billing portal, select your subscription and cancel renewal. If that option is missing, use the billing link in your receipt or contact support. Read the cancellation steps.

Can I request a refund?

Mandarinput offers a 7-day refund window for eligible purchases. Read the refund policy for the conditions and contact details.

I paid, but my plan still shows Free.

Check that you are signed in to the account used for your purchase, then reopen Membership. If access still has not updated, contact support with your purchase receipt or order reference.

Audio, microphone & devices

Audio is not playing. What can I try?

1. Check the device volume and make sure the browser tab is not muted.
2. Click the sentence’s audio control to start playback.
3. Open Settings → Audio & Voice and check your selected voice.
4. Check your connection if you are using Enhanced audio, then replay the sentence.

If only one sentence fails, include that sentence and course when contacting support.

Speak Mode cannot hear me.

Allow microphone access for Mandarinput in your browser’s site settings, check the selected microphone, and try again in a quiet place. Read the Speak Mode guide.

Can I practice on my phone?

You can open Mandarinput in a mobile browser. Watch and Read-Along are useful when you do not want to type. A computer with a physical keyboard is the most comfortable setup for longer typing sessions.

A page has not finished loading.

Check your connection and allow the page to finish. If it remains stuck, reload it once. If the problem returns, send support the page address and the message you see.

Contact support

Email [email protected]. Include:

• Your account email and the page where the problem happened.
• The course or sentence, if the issue concerns learning content.
• What you tried, what you expected, and what happened instead.
• Your browser and device, plus a screenshot if it helps explain the issue.

For a billing question, include the purchase receipt or order reference.