Customer Service

At Transparent Language, we strive to help our users with the best service possible. Customer Service is open from 9:00 AM to 5:00 PM Eastern Standard Time, Monday to Friday. While response to inquiries can occasionally take longer than one business day, we strive to provide assistance to our customers as quickly as possible, often within hours.

Customer Service Email – info@transparent.com

Click on any category below to find answers to some frequently asked questions.

Returns and Cancellation Policies

For all product returns purchased from Transparent Language, please email us your order number, the email address used on the order, your full name, and the product purchased to info@transparent.com along with a reason for your return.

To request a cancellation of your order, please email Transparent Language directly at info@transparent.com with your order number.

Order Information

To check the status of your order, please contact our online store at 866-312-7733.
No, when entering your credit card online, please enter the number without spaces or dashes.
Yes. For credit card verification, you must enter your billing address exactly as it appears on your credit card statement.
Please contact us at 800-567-9619 and press option #4 to order by phone.

If the "Credit card was declined" message appears while processing an order, it means that your credit card bank has declined the transaction. Usually, a quick call to your credit card bank's customer service will clear up the situation. If problems persist, please use the Fax or Mail options to have the order processed.

Please note that all orders are reviewed and a very small percentage of them are declined if inconsistencies are identified by our system. If this is the case with your order, you will receive an e-mail informing you that your order was declined. If you wish to place your order again, you may do so. Please be sure to include your full name, correct address, and a phone number where you can be reached in the event that we need you to verify the order.

Please double-check with your credit-card provider; sometimes they will hold more than one transaction in Pending status, especially if it took a few tries to complete the transaction. If there is, indeed, more than one transaction in Settled status, please fax your credit card statement or other written confirmation to us at +1-858-777-5553 and we will gladly take care of it.
Please select "Wire" as the payment method in the order page. After clicking the "Next" button, you will be taken to a page with detailed instructions, including your order reference number and our bank details.
Because we have a presence in California, we must collect CA sales tax from all customers in CA when buying a non-electronic only product.
We collect VAT from all EU consumers who do not have a valid VAT ID for electronically delivered products. We collect this VAT and pay it directly to the relevant national authorities.
Please accept our assurances that your transactions are always conducted over secure connections. If you would still prefer to complete the transaction by telephone, please select the phone order option on the product purchase form, and you will be given the relevant phone number to call.

Go to https://cp.bluesnap.com/jsp/account_login.jsp

On that page, do the following:

  1. Enter in your order number.
  2. Enter in your password. (If you don't know your password, click on "Don't know your username or password" to reset it by email. Then go back to https://cp.bluesnap.com/jsp/account_login.jsp to login.)
  3. Once logged in click on your order number in the Invoice # column.
You can place a new order online at https://www.transparent.com/.
Not a problem, just send an email to info@transparent.com with your order number and we will refund the purchase. You can then place a new order for the language you'd like.

Activation Codes

Go to https://cp.bluesnap.com/jsp/account_login.jsp

On that page, do the following:

  1. Enter in your order number.
  2. Enter in your password. (If you don't know your password, click on "Don't know your username or password" to reset it by email. Then go back to https://cp.bluesnap.com/jsp/account_login.jsp to login.)
  3. Once logged in click on Order Info.
  4. Your activation code will be located in the Supplied License box.
If your code is not working, please contact Technical Support at support@transparent.com and they can assist you.

The Transparent Language mobile app is available at no charge to customers who have purchased Transparent Language Online, as well as to students and patrons at schools and libraries which have licensed that application and the mobile app. If you use Transparent Language Online, click on the Go Mobile option in that application to get your Transparent Language mobile user name and password.

If you are not a Transparent Language Online user, you will not be able to use the Transparent Language mobile app, but our Byki Mobile app for language learning is available to purchase online at https://www.transparent.com/mobile/.

Byki Deluxe requires an activation code in order to use the product. If you purchased a physical package, the activation code is located inside the product on the inside wrap. If you purchased a downloadable version, you can check your order confirmation email for your activation code. If you can't find the code, please email us at info@transparent.com and we can locate your code.

Completing Downloads

Please email info@transparent.com with your order number, email address, product name, product language, and operating system to request a re-download.

Please email info@transparent.com with your order number, email address, product name, product language, and operating system to request a re-download.

The file was saved in the default "Save As" location specified by your browser, or the location you selected in the "Save As" window that appeared when the download began. If you know the name of the downloaded file, you can search for the file on your computer.

If you still cannot find the file, please contact Technical Support at support@transparent.com and they can assist you.

If you are having issues downloading your product, please contact Technical Support at support@transparent.com and they can assist you with getting your product downloaded.

Product Information and Recommendations

Transparent Language Online is a unique application that bridges the gap between learning a language online and using that language in the real world by allowing users to do both in one program. It features a scientifically-proven methodology, a wide variety of high-quality learning material, and seamless integration of real-life language use by native speakers - all packaged together in an easy-to-use interface that can be accessed at any time and from any computer with Internet access.

The Essentials Courses included for some languages in Transparent Language Online are special sets of content designed to help learners prepare for practical, everyday conversations in a foreign language. Each course consists of a series of units that cover common situations such as getting around the city, eating out, shopping and handling money, getting to know people, dealing with emergencies, and so on. These units are made up of lessons and activities which provide beginners and advanced beginners with the clear learning path and structure they need to succeed, while at the same time allowing more experienced users the flexibility to focus on the exercises that best suit their needs. Designed with travelers and adventure-seekers in mind, Essentials Courses appeal to those who are looking for an easy, quick way to get started in a new language.

Not all languages in Transparent Language Online include Essentials Courses.

Transparent Connect combines technology and personal instruction to deliver a complete learning experience. All of our courses and course material are delivered online, so you can access them no matter where you are located. Transparent Connect offers two different types of courses: Transparent Connect Capstone and Transparent Connect Tutoring. Best of all, our courses are available for language learners of all levels, from novice to advanced.

What is Transparent Connect Classroom?

With Transparent Connect Classroom, you'll have access to an online self-study program, as well as real-time guidance and conversation practice from an experienced instructor. This blended learning approach ensures your success and makes the most of your time. By the end of the course, you will have acquired a solid foundation in the vocabulary, grammar, and cultural background of your target language. Classroom courses are held for one-hour each week, on a scheduled date and time, for 8 weeks. Each class will be limited to a maximum of six students to ensure that every individual's learning needs are best met.

What is Transparent Connect Online?

Transparent Connect Online allows busy learners to move at their own pace. These courses are designed for novice and beginner level language learners, or for those who might like a basic refresher of a language. Each Transparent Connect Online course comes with over 50 hours of online learning material and 90 minutes of one-on-one instruction with an experienced language coach. Your language coach can help you to stay on track, set goals, and define what it is you should be working towards. The interactive format keeps you engaged, allowing you to build skills and confidence throughout the program and beyond. By the end of the program, you'll have acquired a solid foundation in the vocabulary, grammar, and cultural background of your chosen language.

What is Transparent Connect Online Language Tutoring?

Transparent Connect Online Language Tutoring gives you access to 90 minutes of interaction with real, live instructors. The actual lessons and content will differ depending on your personal goals and current proficiency, but usually incorporate learning activities such as vocabulary building, pronunciation practice, conversation practice, culture familiarization, and more.

We recommend that beginners check out Transparent Language Online. The Essentials courses and/or vocabulary lists in that program provide a great introduction to a language. Plus, many languages also have additional alphabet and grammar resources that can be very useful for beginners.
We would recommend our Transparent Connect Courses. You can read more about them at https://www.transparent.com/personal/connect/.

Using Products

To login, go to https://education.transparent.com/mylearning and type in your user name and password.
That's OK, you can look it up online at https://education.transparent.com/mylearning. Click on Forgot User Name or Password.

Transparent Language Online is an innovative system will help you learn a language quickly and easily. Just follow the instructions below to get started:

  1. Go to https://education.transparent.com/mylearning.
  2. Enter in your user name and password, then click Log In.
  3. Look in the upper left corner of the screen, and make sure the language selection is set to the language you'd like to learn. If it's not, select that language from the drop-down menu.
  4. Did you notice the Learning and Resources buttons at the top of the screen? Those will be your gateways to the many features of this program. To begin, click Learning.
  5. For most languages, My Learning Path will automatically populate with content. You can start anywhere on your path that you'd like. You can also add more content to your learning path by clicking Browse to the right of My Learning Path. To add more content to your learning path, simply browse for the content you'd like to add and then select the + button.
  6. To start a lesson, click Learn next to the lesson on your learning path. Once you've launched a lesson, you'll see some objectives. Read through them, then click Start Learning to begin the first activity. Work your way through all the activities, using the Next Activity button at the end of each one to move to the next. (Alternatively, you can click Menu at the top of the screen to select any activity you want.) After you've completed all lessons in a unit, take the assessment to see how well you've mastered the material.
    Be sure to try all the activities to build your listening, speaking, reading, and writing skills! If you need help, click ? in the upper right-hand corner for detailed activity instructions.
  7. After you've completed some lessons, go to the Learned chart on the right side of your dashboard to see information about all the words and phrases you have learned so far. (You can easily get to the dashboard at any time by clicking the Transparent Language logo in the upper left-hand corner of your screen.) Your learned words and phrases are divided into two groups: fresh and stale. You should refresh your stale items regularly to be sure you don't forget them.
  8. When you want to try something a little different, click Resources. This section provides a variety of exciting language and culture resources, many of them focused on social interaction. Depending on your language, you may find Facebook communities, Twitter feeds, culture blogs, Word of the Day services, and others. Explore them all to expand your language experience!
  9. Of course, you can't be at the computer all the time. So, what do you do when you want to practice your new language on the go? You Go Mobile with handy smart phone apps. Click the Go Mobile button in the upper right corner of your screen for information about iPhone™ and Android apps that you can use anytime and anywhere.
  10. Whenever you need more information about any of the features in Transparent Language Online, see the online help file for details.

So there you have it - Go through the lessons on the Learning section, check out the Resources section, and Go Mobile when you can't be at the computer. Have fun! We're confident you'll enjoy and learn from Transparent Language Online.

All of our products include online help files that you can consult for detailed instructions. If you have a question, such as how to type special characters or how to use a particular feature, check whether the online help has the answer. In most products, the online help is available from a button in the upper right-hand corner of the screen, and/or from the Help menu.

Free Products and Resources

Check out our free resources page online at https://www.transparent.com/language-resources/.

We offer Facebook pages, Language Blogs, Twitter pages, Word of the Day, and more.

To create an account for the Transparent Language Online 14-day trial, go to: https://education.transparent.com/mylearning/game/ng/#/signup/trial/choose to fill out the registration form.

We will then send you an email describing how to activate your account to begin using the course.

Yes. Send us an email at info@transparent.com with your full name, user name, and email address and we can set you up with another 14-day trial.

To sign up for Word of the Day, go to https://www.transparent.com/word-of-the-day/.

On that page, do the following:

  1. Click on the language you want to sign up for.
  2. Type in your email address.
  3. Click Subscribe.
  4. Go to your email account and look for an email from Transparent Language.
  5. Click on the link within that email to verify the subscription.

You can find a previous Word of the Day by going to https://www.transparent.com/word-of-the-day/.

On that page, do the following:

  1. Click on the language.
  2. In the Word of the Day box for that language, click on the back arrow to go back one day at a time.
Our Word of the Day doesn't include the ability to slow down the pronunciations.
Word of the Day suggestions can be sent to info@transparent.com and we will forward them to the Word of the Day team.

Supported Operating Systems

You can find our system requirements for Transparent Language Online at https://support.transparent.com/?p=127.
You can find our system requirements for Transparent Language Online mobile app at https://support.transparent.com/?p=129.
Yes, we offer our Byki mobile apps. You can find them available to purchase online at https://www.transparent.com/mobile/.

Miscellaneous

Transparent Language offers over 100 different languages to learn through Transparent Language Online. You can check out a complete listing of all the languages we offer online at https://www.transparent.com/language-resources/languages.html.
You can check out what we offer in a language by going to that specific language page on our website. Just go to https://www.transparent.com/language-resources/languages.html, then click on any language to see what we offer it.
Spanish – Latin American
French – Parisian
German – High German
Arabic – Modern Standard Arabic
Armenian – Eastern
Albanian – Tosk
Italian – Northern Standard
Chinese – Mandarin
Irish – Connemara
Malay – Kuala Lumpur
Azerbaijani – Baku
Croatian – Zagreb
Dutch – The Netherlands
Polish – Poland
Russian – Moscow and St. Petersburg
Latin – Classical
Hebrew – Modern Standard Hebrew
Swedish – Sweden
No, we do not sell our proficiency tests. They are available free, and anyone can take them at any time to get a general knowledge of their proficiency level in a language.
You may unsubscribe from our emails by clicking the unsubscribe link at the bottom of the email you received. You can also send an email to info@transparent.com with the subject line "Unsubscribe" and we will unsubscribe you.

Contact Us:

Customer Service Telephone:
In the USA/Canada (toll free):
1-800-567-9619

Outside the USA/Canada:
+1-603-262-6300

Email address:
info@transparent.com

Mailing address:
Transparent Language
12 Murphy Dr.
Nashua, NH 03062
USA
Attn: Customer Service