Support
Center
Need help with Prepwise? This page has answers to common questions and the quickest ways to reach us. We are a small team and read every message.
Contact us
The fastest way to get help is by email — we usually reply within 1–2 business days.
- Support email: support@blacknerd.studio
- Response time: typically within 1–2 business days
- Post: BlackNerd Studio Limited, 20 Reginald Road, London, E7 9HS, United Kingdom
Frequently asked questions
What is Prepwise?
Prepwise is an AI-powered app for practising IELTS Speaking. It runs a spoken conversation with an AI examiner and gives you feedback and estimated band scores. Prepwise is an independent practice tool and is not affiliated with the British Council, IDP Education, or Cambridge Assessment English.
How does Mock Packs work?
Prepwise may offer paid mock packs. All purchases are processed by the App Store or Google Play — we never see or store your card details.
How do I get a refund?
Refunds are handled by the app store, not by us. For App Store purchases, visit reportaproblem.apple.com. For Google Play, request a refund through the Play Store. If you think something went wrong, email us and we will help where we can.
How accurate are the scores and feedback?
Scores and feedback are AI-generated estimates to help you practise. They may not exactly match official IELTS marking, and they do not guarantee any particular result in a real test.
Is my voice recording stored?
No — we do not retain your audio recordings. Once your feedback is generated, the recording is discarded; we keep your transcript and feedback so you can track your progress. For full details, see our Prepwise Privacy Policy.
How do I delete my account and data?
You can delete your account at any time in the app, in Settings → Account → Delete Account. This immediately and permanently deletes your data from our systems. If you need help, email support@blacknerd.studio.
Troubleshooting
The app cannot hear me
Make sure Prepwise has microphone access: open Settings → Privacy & Security → Microphone (or Settings → Prepwise) and enable the microphone. Check that your device is not muted, then close and reopen the app.
Sessions will not load or feedback is slow
Check your internet connection and make sure you are on the latest version of the app. If the problem continues, email us with your device model and app version so we can investigate.
Privacy & terms
For how we handle your data and the rules for using the app, see our Prepwise Privacy Policy and Prepwise Terms of Use.