Phone
Best for anything urgent, and for anything you cannot sign in to fix.
Support
Real people, in Australia. There is no ticket system to fight and no bot in front of us.
How to reach us
Best for anything with detail — a screenshot, a list, a long question.
Have your support key ready
Your account page shows a support key: eight digits that change every five minutes. Read it to us and we know which account you are calling about, and that you are signed in to it right now.
- It is not a password. Quoting it tells us who you say you are. It never, on its own, authorises a change to an account.
- We will never ask for your password — not on the phone, not by email, not ever. Anyone who does is not us.
- Your account ID — twelve digits, on the same page — never changes, and is the one to quote in an email.
If you cannot sign in at all, phone anyway. We will work out what we can do without it.
What we can do
- Sort out anything to do with billing, a failed card, or a refund.
- Pause your subscription, or restart a paused one.
- Close your account and delete everything — now, or at the end of the period you have paid for.
- Call off a closure you have scheduled, any time before the day it happens.
- Help you get your information out as a plain JSON file, or back in again.
- Fix anything that is broken, and tell you honestly when it is not going to be fixed soon.
What we cannot do
Two things, and both are consequences of the way your data is protected.
We cannot recover a lost password
Your information is encrypted with a key that only your password can unlock. We do not hold a copy of that key. Resetting the password gives you the account back, but the information in it is deleted, because there is no longer any way to open it.
This is the cost of the protection: nobody who steals our data can read yours — and that includes us.
We cannot read your data to help you
We cannot see your plans, your figures or anything about your family. So when you describe a problem, we may have to ask you what is on your screen rather than looking ourselves.
It makes support slower. It also means a support call can never be the way somebody gets at your information.
So: keep your password somewhere you will still have it in a year, and download a copy of your data from time to time. The download button is at the top of the Console and on your account page.
Before you call about something not working
- Nothing is deleted by a payment problem. If a card fails, the apps go on hold and your information stays exactly as it was. Paying restores access straight away.
- A paused account keeps everything. Pausing stops the payments and locks the apps; it deletes nothing, and you can restart it whenever you like.
- Signed in on more than one device? That is fine and intended — one price covers the whole household. Your account page shows how many, and can sign the others out.
- Something looks wrong after a change? Everything in the Console is a page you can reload. Nothing is saved in your browser that a refresh can lose.