Contact Support

How to reach Forbidden Finance support, what to include in your message, and what to expect for response times.

Overview

If you are experiencing an issue that is not resolved by the help center guides, the Forbidden Finance support team is here to help. You can chat with us in the app on every plan, or email [email protected]. We aim to answer email within one business day.

The Application Support screen with Live Chat, Email Support and Support access

How to Contact Support

Go to Settings > Application Support. You'll find:

Live Chat: talk to us in the app. It's available on every plan.
Email Support: write to [email protected]. We reply within one business day.
My support requests: see the requests you've already sent.
Support access: manage support's access to your account.
Privacy & Consent: review your privacy choices.

The more information you include upfront, the faster we can help.

If something is down for everyone, the dashboard shows an incident banner that links to our status page at status.403fin.io.

What to Include in Your Message

Including the right details in your first email helps us diagnose and resolve your issue quickly, often without needing to ask follow-up questions.

Describe the issue

Explain what happened, what you expected to happen, and what you see instead. Be as specific as possible. For example: "I connected my Chase checking account on Monday. Transactions appeared on Tuesday, but nothing new has synced since Wednesday."

Include your device and OS

Tell us what device you are using (e.g., iPhone 15, Samsung Galaxy S24, MacBook Pro) and the operating system version (e.g., iOS 18.2, Android 15, macOS Sequoia 15.3).

Mention the app version

Open Settings and scroll to the bottom. The app version is shown in the footer. Include it in your message.

Note the platform

Let us know if you are using the iOS app, Android app, or the web version.

Attach screenshots or screen recordings

If the issue is visual (an error message, a blank screen, or unexpected behavior), attach a screenshot or screen recording. On the web, screenshots work normally. In the iOS and Android apps, screen capture protection is always on, so describe the error message text instead.

What to Include for Specific Issues

Issue Type	Additional Details to Include
Bank connection problem	Name of the bank, whether it is a new connection or reconnection, any error message shown
Missing transactions	Which account, approximate dates of missing transactions, whether you see them in your bank's own app
CSV and JSON import error	The error message, which import format you selected (YNAB, Mint, Monarch, Generic), a sample row from your CSV (with amounts removed if preferred)
Login or MFA issue	Which login method you are using (password, passkey, authenticator), the exact error message, whether you recently changed devices or passwords
Billing or subscription	Your current tier, the change you are trying to make, any error during the upgrade or downgrade process
Bug or unexpected behavior	Steps to reproduce the issue, how often it happens, whether it occurs on all devices or just one

Response Time Expectations

Priority	Typical Response Time
Account access issues (locked out, cannot log in)	Within a few hours during business hours
Bank connection or sync issues	Within one business day
Feature questions or general help	Within one business day
Bug reports	Acknowledged within one business day; fix timeline varies

Business hours are Monday through Friday, 9 AM to 6 PM Eastern Time. Emails sent outside business hours are addressed the next business day.

Tips

Search the help center before contacting support. Many common issues have step-by-step guides that resolve the problem immediately. Use the search bar at the top of the help center to find relevant articles.

If your issue is urgent (such as being completely locked out of your account), put "URGENT" in the subject line of your email so it gets prioritized.

Never include your password, authenticator codes, or full bank credentials in a support email. The support team never needs this information and will never ask for it. If someone contacts you claiming to be from Forbidden Finance and asks for your login credentials, do not respond. It is not us.

Frequently Asked Questions

Is there a phone number for support?

No. Use Live Chat in Settings > Application Support, or email [email protected].

Can I request a feature?

Yes. Open Settings > Feedback & What's new to send an idea. We read every suggestion and use them to prioritize our roadmap.

How do I report a security vulnerability?

If you discover a security vulnerability, email [email protected] with the subject line "Security Vulnerability." Include as much detail as possible about the issue. Do not publicly disclose the vulnerability before we have a chance to investigate and fix it.

I sent an email but have not heard back. What should I do?

Check your spam or junk folder for a reply. If it has been more than two business days and you have not received a response, send a follow-up email referencing your original message. Include any new details that may help us investigate.

Can support access my financial data?

Support agents can see your account metadata (email, tier, connected banks, error logs) to troubleshoot issues. They cannot see your transaction amounts, balances, or other financial details unless you explicitly share them in your support email.

Bank Connection Issues

Troubleshoot bank connections before reaching out.

Sync Not Working

Diagnose delayed or missing transactions.

Resolve login and MFA issues.

CSV and JSON Import Errors

Fix common import format problems.

Need more help? Email us at [email protected] and we will get back to you.

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