Support
Contact us
Read by the people who built this. Send us a message and most are answered within a working day.
Message us
Tell us what happened
We reply to the email address you give. For a conversion problem, the bank, the country and which rows look wrong are what we need. The guidance below covers each kind of question.
A statement converted wrong
The most useful thing you can send is the bank's name and country, and which rows are wrong — a missing transaction, a date read the wrong way round, a debit that came out as a credit. That is usually enough to reproduce it against a statement of the same layout.
Please do not attach the statement itself unless we ask. We can nearly always work from the bank and the symptom, and your file is safer where it is.
A bank we do not read yet
Tell us the bank and the country. Statement layouts vary far more by bank than by format, and the ones people ask for are the ones that get support first.
Your data
You can delete a saved statement yourself at any time, and set how long anything is kept — including keeping nothing at all — from your account.
Your data settingsBilling
Include the email address on the account. Payments are handled by Paddle as merchant of record, so an invoice or charge will show their name rather than ours.
See the plansBefore you write about a conversion
Two things answer most of these faster than we can. If a row looks wrong, open the statement beside the table and click the row — the page it came from is highlighted, so you can see what the bank actually printed. And if the totals do not agree, the reconciliation panel names the rows that do not add up rather than leaving you to find them.