Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My corporate card was charged $1888.85 on 2/14/2025. There was a discrepancy in the invoice of $1872 so the receipt does not match up. I filled out two contact forms and the chatbot to no avail. There is no phone number listed anywhere for Kahoot! to settle this issue so I canceled the subscription last month and have not received any sort of refund. The $1888.85 that was charged to me needs to be refunded as soon as possible.

  Business Response

  Date: 04/08/2025

  Kahoot! offers a 14-day period for refund requests. Unfortunately, this customer's request falls outside that window. The customer's subscription is canceled. Cancelation only goes into effect at the end of the current paid term.

  Kahoot! only charges what appears on our invoices. The customer should contact their bank to see if they added any additional fees for this charge. Sometimes, things like "international processing fees" are added by banks since Kahoot!'s a ****************** Even though we send the transaction in USD, banks may still add fees due to it originating from a bank in another country. We unfortunately have no control over this or ways to forewarn when this will happen. The only option is for customers to be aware of their bank's fee schedule.

  Kahoot! only offers email support through our contact form at *********************************************************************************. We've tested to ensure this form is accessible and working properly. It would be useful to get more detail from the customer on how it's not working properly for them, in there are circumstances we've not tested for. Accessing the form requires clicking a "contact our support team" button. Though we're unaware of any specific reasons, it's possible that browser extensions, software, or network security may prevent this button or specific form fields from working as intended. If the customer would like to contact our team still, we suggest trying a different browser, device, or network.

  Customer Answer

  Date: 04/08/2025

  Complaint: 23170851
  
  I am rejecting this response because:

  The contact form on their site was filled out and submitted without any response prior to me canceling the subscription. Had they responded and addressed my questions or needs when I inquired, the cancellation would have been within the "14 day" window. After not hearing back from anyone, I canceled and requested the refund at 17 business days, so now I have paid fully for the subscription and it is of no use to me. I have also never had an expense hit that was a different amount due to "banking fees". This is something my account team would need to investigate.

  This should be refunded due to neglegence of customer service on their part, regardless of their 14 day return window. It's unfathomable that a company would force you to use a contact me form and then not respond to it, with no other way to get a hold of anyone.
  
  Regards,
  
  ******** *******

  Business Response

  Date: 04/08/2025

  We're happy to consider an exception for the customer, especially with it being so close to the 14-day window. But we still need them to contact us via the form. Being a freemium service, we're limited in how we can effectively support all of our customers. The form advises it will send a confirmation email immediately upon successful sending of a request. If one isn't received, it advises to try again with a different email. The most common reason for failure is a customer's private email server blocking our messages. When this is the case, messages from our agents will not be received. So it's important these steps are followed to ensure successful two-way communication.

  Customer Answer

  Date: 04/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory as long as I receive the refund within 72 hours. If I do not see a refund, I will file another complaint on Monday. Note: It is not a freemium service if customers are paying for a subscription. At the very least, Kahoot should have live support for paying customers. Had this been the case, I wouldn't have canceled my subscription.
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:04/06/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Kahoot! Subscription that ended in 2023 (that was the last charge on my debit card). Since then, my account has been deleted. My last name used to be ***** so it might be under that last name as well. Today (4/6/25) I was charged $36 for a Kahoot! Subscription! The worst part is, I cant even go into my account to cancel the subscription because I dont even have an account to begin with! I would like an immediate refund of the $36 and a promise from Kahoot to delete my credit card information so that this does not happen again. This doesnt feel like an accidentthis feels like Kahoot wanted to slip a charge in without me noticing. I have noticed this and am willing to go all the way to make sure this doesnt happen again. Thank you!

  Business Response

  Date: 04/08/2025

  The customer may have deleted the email they tied to a Kahoot! account, but there's no indication that they deleted their Kahoot! account. We would not be notified if their email had been deleted. We offer a 14-day refund window for consumer subscriptions. If the customer can contact us at *********************************************************************************, they can choose "subscriptions > terminate and refund" in the field titled "What is your inquiry about?". They'll be guided through providing the necessary details for a refund.
  

  Customer Answer

  Date: 04/08/2025

  Complaint: 23168065
  
  I am rejecting this response because:

  When going to the link you provided, I am still unable to submit an inquiry for help because I do not have an account or an active email tied to an old account. The link you sent automatically reroutes to a sign-in page.  
  

  I have not been charged from Kahoot (before this fraudulent charge) since 2023. This proves that there is no valid reason for me to be charged. I have no active subscription, and the email address I used to use is a school email that has been expired since 2022. 
  

  Please tell me how to get a refund and how to make sure I am never charged again without being able to sign in. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 04/08/2025

  My sincere apologies. The proper URL for our form is ************************************************************************************. Our team will be happy to review this case and see what can be done.

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have request a refund from this company 4 times. They have not responded to say that they are working on resolving the issue or acknowledge receiving my email request for a refund.

  Business Response

  Date: 04/03/2025

  The customer's screenshots indicate they've not received any confirmation that their requests were received. Our records suggest that requests may not have been sent. In order to ensure the customer can communicate with our agents, we ask that they try using a different browser, device, or network to submit a support request. Once clicking the "submit" button results in both an on-screen confirmation and an email confirmation, our agents will be able to respond and assist.

  Customer Answer

  Date: 04/03/2025

  Complaint: 23155415
  
  I am rejecting this response because:
  
  Regards,
  
  ********* *****

  Business Response

  Date: 04/08/2025

  Unfortunately, we've not yet seen a support request submitted by the customer and their latest response to ******************** appears to be blank. We do hope the customer contacts us soon. We've tested that our contact form is working properly. If it's not on the customer's end, there's a technical issue they'll need to find a workaround for. Trying a different browser, device, or network is typically the fastest way around.

  Customer Answer

  Date: 04/08/2025

  Complaint: 23155415
  
  I am rejecting this response because:
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:03/19/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of purchase and refund request from Apple - 3/15/2025 Date of first contact with Kahoot after denial of two requests from Apple- 3/16/2025 Amount: $143.99 I am filing this complaint regarding Kahoots misleading subscription practices and the lack of adequate customer support in resolving the issue.I recently downloaded the Kahoot app from the App Store and was repeatedly prompted with a free trial offer, making it difficult to explore the app without accepting. Believing the offer to be legitimate, I accepted it. Initially, the trial appeared to be set up correctly, but after processing, I was unexpectedly charged for a full-year subscriptiona significant chargewithout any clear warning or the ability to select a different plan.Upon further investigation, I discovered that I had previously used a free trial with Kahoot and simply forgotten about it. However, there was no indication before accepting the offer that I was ineligible for another trial. After reviewing the fine print, I still cannot find any policy explicitly stating that if a previous free trial had been used, I would automatically be charged for a full-year subscription upon attempting to start another trial.I immediately contacted ***** to request a refund, but they denied my request and merely stated that I should have read the fine printwithout citing a specific policy that justifies this charge. I then reached out to Kahoots customer service, asking for either a refund or, at the very least, an even exchange to switch my unwanted year-long Kahoot! subscription to their Drops language learning app, which is a lower-cost subscription. Kahoot refused to provide any resolution.This experience demonstrates a lack of transparency in Kahoots subscription process and a failure to provide reasonable customer service solutions.

  Business Response

  Date: 03/20/2025

  Our team is still on conversation with the customer and trying to find a way to right this situation. As the customer stated, we've advised ***** doesn't provide app developers with access to billing details and requires apps use their paygate for transactions. We are limited in how we can help with App Store purchases, though our team is still hopeful that we can reach an amicable resolution.

  Customer Answer

  Date: 03/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, although no resolution has been made, they said that they have attempted to the best of their ability. I have been advised by the company that they can not refund, and that I need to dispute directly with Apple. 
  
  Regards,
  ******* ********

• Initial Complaint

  Date:03/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am unable to contact Kahoot customer service. They charged my ****** account with a renewal subscription fee and I am no longer an employee of the school district and am unable to log into my account and cancel this service.I have sent two messages with the chat bot to have them contact me without success.

  Business Response

  Date: 03/10/2025

  We hope to hear from this customer soon so we can help. Our chatbot, when asked to contact support, links users to **********************************************************. The chatbot is upfront that it does not handle personal info. It's not set up to collect contact details, nor would it queue an agent contact them. Customers need to use the form at the provided URL for support.

• Initial Complaint

  Date:03/07/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company through their system to request a refund for Gold within 14 days because I found that the kahoot AI generator that I wanted to use created quiz questions with answers that were incorrect. I included the invoice number as requested which should be enough for them to look up my billing and contact information. They never responded. I followed up today which is about 20 days after the purchase.

  Business Response

  Date: 03/10/2025

  There has been no contact from the customer as of yet. They can contact our support team at ********************************************************** for assistance.

• Initial Complaint

  Date:01/23/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally lodge a complaint against Kahoot for its misleading and deceptive business practices, which have resulted in unauthorized charges and severe financial hardship.On 1/16/25, I was charged $86.92 and $60.62 within the same 10 minutes for an active Kahoot account that forced me to upgrade. These charges were linked to an old **************** account, rather than my previously Kahoot subscription through my ****** account that charged $12.99 per month. This caused my **************** account, which was dormant, to charge $86.92 + $60.62 + and $35 of insufficient fees. As of today my account is negative by $265.23. Compounding the issue, my account is now accruing daily overdraft fees of $35 because I cannot bring it current after recently losing my state teaching position.Despite my immediate attempts to cancel, email, and call Kahoots support team, I have been unable to reach a resolution. Kahoot's lack of timely communication and refusal to address refund requests has exacerbated the financial strain caused by their unauthorized charges.I strongly believe Kahoot engages in misleading and unethical subscription practices. I have requested a refund through Kahoot's chat support and was informed that they "do not issue refunds." This practice is unacceptable, especially considering their failure to notify customers of upcoming charges. Reputable companies send reminders via email, text, or phone call to respond to customers about upcoming renewals. *********************** reliance on stealthy renewals without notice appears to be a deliberate strategy to exploit unsuspecting customers.

  Business Response

  Date: 01/24/2025

  Kahoot! has a 14-day refund policy per our Terms and Conditions section 5.3 (**************************************************************). Our billing system does send email notifications about upcoming renewal charges at least a week in advance. As of this moment, our support team has not received any requests for help from this customer. They can submit a refund request at **********************************************************.

• Initial Complaint

  Date:12/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Because of the single-click sign on method the account on this site is only accessible when you have access to the email account associated with it. I left teaching a year ago and have been locked out of that email account. This 1) makes it impossible to use the account 2) makes it impossible to cancel a subscription 3) makes it impossible to delete an account 4) means no receipt of an auto-renewal notice can be received. This morning a charge was made on my card without notice or authorization by this company when I do not have any ability to use the service or cancel it. They have maintained my banking information in their system despite the fact that I cannot access, use or cancel it.

  Business Response

  Date: 12/20/2024

  Understandably, it can be difficult when you no longer have access to the email address linked to your account. The customer has recently gotten in contact with our support team and we're in the process of trying to verify them by alternative means so we can assist.

• Initial Complaint

  Date:10/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I strongly believe Kahoot uses misleading and deceptive practices. I purchased a one year subscription a year ago and only used the product once professionally. Today they automatically renewed my subscription and charged me $120 for it. They dont make it clear they can and will renew without authorization, without follow-up, or without notice for the one year subscription, unlike their trial periods in which its made clear a charge is coming. I was led to believe I didnt have to worry about unexpected charges or unauthorized charges since I didnt do the trial period. I asked the chat for a refund and was told they dont do refunds. This is a terrible practice considering they dont send reminders emails, text messages, or make phone calls like reputable companies do when it comes to upcoming payments. Theyre relying on the success of their deception to make profits. I have no intentions to use this product ever again so why force me to pay for it and to keep it. I deserve a refund. I shouldnt be forced to pay for this when theyre using misleading and deceptive practices.

  Business Response

  Date: 10/25/2024

  Our team first heard from this customer yesterday and provided a full refund. In general, we provide a 14-day refund for non-commercial subscriptions. Terms are agreed to at time of purchase that advise subscriptions auto-renew unless canceled prior to renewal. A renewal reminder is sent by email a week before a renewal charge occurs.

• Initial Complaint

  Date:10/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint:On September 28, 2024, I was charged $50.87 without my explicit consent, and I was enrolled in a one-year subscription to Kahoot services. I did not become aware of this charge until October 5, 2024, and at no point was I notified or informed of this transaction. Upon discovering this, I immediately canceled the service and requested a refund, which was wrongfully denied.I do not agree to, nor authorize, any services or charges imposed without my informed consent. This unauthorized charge violates my consumer rights and creates a sense of intrusion and discomfort. I demand immediate action to resolve this matter, including a full refund, thank you!

  Business Response

  Date: 10/09/2024

  This customer did not provide BBB with details (email or name) that we have on file. We cannot locate an account or any prior conversations with with customer. But generally speaking, we offer a 14-day period for refunds on non-commercial (non-business) subscriptions. 

  Customer Answer

  Date: 10/09/2024

  Complaint: 22386265
  
  

  Hello, my name is Weiwei Shao and my email is [email protected].

  Please help me cancel the subscription and refund the payment.

  Please note that I have not used any of the services provided in the subscription package, and I was not aware of these services.

  Thank you! 

   

  Best regards,

  Weiwei Shao, Ph.D.

  Business Response

  Date: 10/10/2024

  I was able to locate an account for the customer. They purchased a subscription via Apple. Apple requires exclusive use of their payment processing method for all purchases made in apps hosted in their marketplace. Because of this, Apple is who the customer should contact for assistance.

  I still don't see that the customer ever contacted Kahoot!'s customer support team, suggesting that Apple may be who they spoke to previously, not our team. Unfortunately, Apple gives developers no control to influence/sway their refund policy. We're not able to assist in this case.

  In general, Kahoot! offers a 14-day refund policy for refunds on non-commercial subscriptions, whereas Apple offers 2 days. Our policy applies to subscriptions started via our website. Apple's applies to subscriptions started via the iOS mobile app.