Help
Help and support
How to reach a person, and answers to the questions we are asked most.
Last updated 29 September 2026.
1.Reach a person
Write to [email protected]. A person reads it, and we reply within a few working days, usually sooner. Send it from the address of your account so we can see what you are asking about, and never send a password, a bank login or a full card number: we do not need them and will never ask.
- A privacy request (a copy, a correction, deletion) is best made in the app, but you can also write to [email protected].
- A security problem: see our security policy.
2.The questions we are asked most
A bank connection failed, or says my bank did not answer
Banks and the open-banking connection can be slow or briefly unavailable. Nothing is lost: what was already imported stays, and the connection tries again by itself several times a day. Open Accounts, then the connection, and choose “Sync now” to try straight away.
If it keeps failing for a day, disconnect the bank and connect it again. That signs you in at your bank once more, and it will not import anything twice.
My bank connection has expired, or is about to
Your bank grants access for a limited time, at most 180 days, and then asks you to confirm again; this is a legal requirement for banks. The connection shows as needing renewal. Open Accounts, then the connection, choose “Renew” and sign in at your bank. Until you do, your history stays, but nothing new arrives.
A transaction is in the wrong category
Open it and choose the right category. You are asked whether the shop should always go there; say yes and it becomes a rule, so the next one files itself. Your own rules always come before anything automatic.
The balance or forecast is not what my bank shows
The balance comes from your bank at the last sync, and pending payments may not be in it yet. The forecast adds the bills and income you have scheduled and keeps your safety buffer aside, so it is a plan, not a bank statement. If a bill is missing, add it under Coming up on the timeline.
I cannot sign in, or the email did not arrive
Ask for a new link or code on the sign-in page; each one works once and lasts 15 minutes. Check spam, and that you typed the address you signed up with. If you added a passkey, you can sign in with it without any email.
Lost the device with your passkey or authenticator app? Sign in with the emailed code and use a backup code for the second step. If you have neither, write to us from your account’s address and we will help you back in.
How do I cancel my subscription?
On the website: Settings, Billing, “Change plan, cancel or see invoices”. In the app: your App Store or Google Play subscription settings. You keep access to the end of the period you paid for. More on cancelling and your right to withdraw.
How do I get all my data?
Settings, Security & privacy, “Download my data”: a full copy of your personal data and of your households’ data, prepared within minutes and emailed to you as a link that lasts 24 hours. Transactions alone can be exported as a CSV from the Transactions page, on any plan, even after a plan has ended.
How do I delete my account, and what happens to a household I share?
Settings, Security & privacy, “Delete your account”. It happens at once. A household only you belong to is deleted with everything in it; a household you share keeps its money, and what you added shows as by a former member. If you are the only owner of a shared household you either hand ownership to someone else first, or delete the household for everyone.
How do I invite my partner, and who can see what?
Settings, Household, “Invite”. They get an email, and join by accepting it while signed in with that address. Every member of a household sees and can change everything in it; there are no private accounts. The number of people is set by your plan.
How do I change my email address?
Settings, Security & privacy, “Sign-in methods”. We send a code to the new address to confirm it, and tell the old address that it changed.