How do I get help?

Help is built into every page of Finly Money. One panel lets you find an answer, reach our team or tell us about a problem.

Open the Help panel

• On a computer: click the Help tab on the right edge of the screen.
• On a phone or tablet: tap the Help button in the top bar.
• From search: type help and choose Get help.

The panel has two parts: Get help and Report a problem.

Get help

• Search for an answer. Type your question in the box. Before you type, you may see answers suggested for the page you're on, and Browse the help centre opens all of them.
• Your open requests. If you've written to us about Finly Money, your open requests are listed so you can jump back in.
• Ask Finn. Finn answers questions about your own money, any time. Included with Thrive and Thrive Duo.
• Contact our team. Write to us, and we reply in Finly Money and by email.
• Your requests. Every Finly Money request you've sent us, with our replies.

Contact our team

1. 1

   Open a new request

   In the Help panel, choose Contact our team. You can also go to Settings, then Support, and choose New request.

2. 2

   Tell us what's going on

   Fill in the form with a subject and a description. The more detail you give, the faster we can help.

3. 3

   Send it

   Choose Submit. Your request opens so you can follow the conversation.

Our team answers every request, usually within 1–2 business days.

Follow up on a request

Go to Settings, then Support. It lists your Finly Money requests, split into Open and Closed. Open one to read our replies, choose Reply to answer, or choose Mark as solved when you're all set. The request then shows as Closed. Requests about FinlyWealth, like cash back, payouts or referrals, are on FinlyWealth's own support page instead.

A closed request isn't locked right away. For 7 days after it closes, reply on the site or by email and the same request reopens. After that, a reply by email starts a new request linked to the old one, and on the site you can start a new request instead.

Browse the help centre

Open the Help centre from the Help centre row in the menu, a page's Guide link or a guide in the Help panel, and the left menu turns into the help centre's library. Here's what you'll find in it:

• At the top, Back to the page you came from takes you back to where you were.
• Then, a Search guides box, and rows for Help centre home, What's new (a blue dot shows when there are updates you haven't seen), Your requests and Ask Finn (on plans that include Finn).
• Below them, every guide section with its guides listed under it. The section you're reading is open and your guide is marked. Click a section to open or close it.
• When you leave, going back, or opening any page of Finly Money, brings the normal menu back. Back to FinlyWealth stays at the bottom.

Report a problem or share an idea

Something broken, confusing or missing? Use Report a problem in the Help panel.

1. 1

   Pick what it's about

   Choose Something's not working, An idea or Something else.

2. 2

   Describe it

   Under What's going on?, tell us what happened and what you expected.

3. 3

   Show us, if it helps

   Add a Screenshot, Select an area of the screen, or Attach a file (up to 5). Turn on Hide my numbers in screenshots to cover amounts, merchants and account names first.

4. 4

   Send it

   Choose Send feedback. We read every report, and we'll reply by email if we need more.