Contact Support

Choose a Request Type

Quick Solutions

The answer may already be available:

• general questions about OPHIR and Plaid: Frequently Asked Questions;
• review your plan, renewal date, or restore a purchase: Subscription Management;
• stop future charges: Cancellation and Refunds;
• request a refund for a completed charge: Cancellation and Refunds;
• delete an account or request a copy of data: Account Deletion and Data Requests;
• protect an account or report a vulnerability: Security;
• learn how information is collected and used: Privacy Policy;
• learn about mobile application and website technologies: Application Technologies and Cookies Policy.

What to Include in a Support Request

Send your request to the appropriate email address above. Include the following information when relevant.

Request Details

Request category

Identify the category that best fits your request:

• sign-in or account access;
• financial account connection or Plaid;
• transactions, balances, or data refresh;
• categories, budget, or forecast;
• financial assistant;
• subscription or paid access;
• cancellation or refund;
• privacy, account deletion, or data request;
• security or suspicious activity;
• application or website accessibility;
• technical error;
• other.

Reply email

Provide an address where OPHIR can respond. If the request concerns an account, use the address associated with that account where possible.

Platform

Include Apple/iOS, Android, or the OPHIR website.

Subject

Briefly identify the issue, for example, "Transactions are not refreshing" or "Subscription is active, but paid features are unavailable."

Description

Explain:

• what you were trying to do;
• what you expected to see;
• what actually happened;
• the error message;
• when the issue started and whether it repeats;
• what troubleshooting steps you already tried.

Technical information

If known, include:

• device model;
• iOS or Android version;
• OPHIR application version;
• approximate date, time, and time zone of the issue;
• financial institution name without online-banking credentials.

Safe screenshots and receipts

If needed, send a screenshot or redacted copy of a receipt by email. Before sending it, hide or remove:

• full card or account numbers;
• balances and transactions unrelated to the issue;
• your address, date of birth, and document number;
• passwords, PINs, and one-time codes;
• another person's personal information.

Information for a Specific Issue

Financial Account Connection Problem

Include:

• the financial institution name;
• the general account type;
• the step where the error appeared;
• the exact error text;
• whether you can sign in through the institution's official website or application;
• whether you attempted to reconnect.

Do not send sign-in credentials. OPHIR may depend on Plaid and the financial institution and cannot bypass their security checks or restrictions.

Balance or Transaction Did Not Refresh

Identify the account without revealing its number, provide the approximate date of the last successful refresh, and describe the missing or delayed transaction. Redact account numbers and information unrelated to the issue.

Financial institution data may be delayed and is not guaranteed to be available in real time. To confirm available funds for an urgent decision, use the institution's official channel.

Subscription or Paid Features

Include:

• Apple or Google Play platform;
• OPHIR account email;
• plan name;
• purchase or charge date;
• order or transaction number from the receipt;
• subscription status shown by the store;
• whether you attempted to restore the purchase.

Do not send your full card number, Apple Account password, or Google Account password. A store billing question may require contacting the store directly.

Refund Request

Subscription cancellation and a refund are separate actions. For a completed payment, first use the applicable Apple App Store or Google Play procedure.

If the store directs you to OPHIR, include the order number, date, amount, currency, reason for the request, and the store's response. Learn more on the Cancellation and Refunds page.

Account Deletion or Data Request

To delete your account in the application, use:

Settings -> Account -> Delete Account

If you cannot sign in or the feature is temporarily unavailable, email privacy@joinophir.app. Use the same address for access, correction, deletion, or portability requests.

Remember to cancel an Apple or Google subscription separately before deleting the account.

Security and Urgent Situations

Suspicious Access to OPHIR

• secure the email account associated with OPHIR;
• change your OPHIR password if that feature is available;
• close unfamiliar sessions if session management is available;
• review financial account connections;
• email support@joinophir.app from the address associated with the account.

OPHIR may request reasonable identity verification before changing access or disclosing information.

Suspicious Banking Transaction

OPHIR is not a bank and cannot block a card, freeze a bank account, or reverse a banking transaction. If you do not recognize a transaction or believe banking credentials were compromised, immediately contact the financial institution through its official channel.

After protecting the bank account, notify OPHIR if the issue may relate to the application or financial connection.

Reporting a Vulnerability

Email support@joinophir.app and include a concise description, the affected feature, application version, and safe reproduction steps.

Do not:

• access another user's data;
• change or delete another person's information;
• disrupt the Service;
• use social engineering;
• publish details before OPHIR has had a reasonable opportunity to investigate and address the issue.

A report does not create a right to compensation. A separate reward program applies only if OPHIR officially publishes one.

What Happens After You Contact Support

After receiving a request, OPHIR may:

• request additional technical information;
• request reasonable identity verification;
• suggest troubleshooting steps;
• refer the issue to an applicable provider where necessary;
• direct the user to Apple, Google, Plaid, or a financial institution for a matter controlled by that party.

We aim to respond within a reasonable period. Complex technical issues, security reviews, data requests, and matters that depend on a third-party provider may require additional time. Do not send duplicate requests unless you have new and important information.

Privacy of Support Requests

OPHIR uses information from a support request to:

• investigate and resolve the issue;
• respond to the user;
• protect the account and Service;
• prevent fraud and abuse;
• document the request;
• improve the application and support;
• comply with applicable law.

Requests and attachments are processed in accordance with the Privacy Policy. Provide only the information needed to resolve the issue.

If you need an accessible communication format or another reasonable accommodation when communicating with support, identify that need in your request.

Contact Information

Technical support and security: support@joinophir.app
Privacy and data requests: privacy@joinophir.app
General and legal inquiries: contact@joinophir.app
General information: hello@joinophir.app

OPHIR does not ask you to send an online-banking password, full payment-card number, card security code, PIN, one-time code, or secret key by email.