How to reach a person
There is one address. It is read by the person who wrote the app, and it is the same address for a question, a fault, a refund or a privacy request — you do not have to work out which department you need before you are allowed to write.
Write to
support@balancewright.comQuestions, bug reports, refund help and privacy requests all go here. Tapping it should open your mail program. If nothing happens, the address is spelled out in full in the link itself, so you can copy it down and type it in by hand.
Who reads it, and what to expect
Messages go to the person who built BalanceWright. Not a queue, not a robot, and not a desk in another company that has never seen the code.
We are not going to print a response time here. “A reply within 24 hours” is easy to type and easy to break in the week somebody is ill, and if you are reading this page you have probably been on the wrong end of one before. What we will say is that every message is read, and that the reply comes from the person who can actually change the thing you are writing about.
Test the address before you spend anything. That is not a figure of speech. Send a message today with nothing in it but a question, and see what comes back. A support address is either real or it is not, and you should not have to take our word for which one this is.
What never to put in a message to us
It works with no internet connection. There is no bank login, so there is no password of yours to lose and no sync to break. So never send us a password, a card number, a bank account number or a full bank statement. There is nothing we could do with them, and nothing we could help you with that needs them — and anyone asking you for those things in our name is not us.
Four things people write about
They all arrive at the same address. The links below simply fill in the subject line for you, so the message lands already labelled.
A question before you decide
Ask anything: whether it does what your paper register does, whether it will read the file your old app gave you, whether the type goes large enough for you to read it comfortably. If the answer to your question is no, we would rather tell you that now than take your money and let you find out afterwards.
Something in the app is wrong
Write even if you cannot describe what went wrong. If you can, five lines make a fault far quicker to find:
- What I was doing just before it happened
- What happened, and what I expected instead
- My phone model
- The version of iOS or Android it is running
- Whether it happens every time, or happened once
The model and the version number are both in your phone’s own Settings. On an iPhone: General, then About. On an Android phone: About phone, though the exact wording moves about a little from one make to the next. The link below opens a message with those five lines already written in it, so you only have to fill them in — and if you cannot find some of them, leave those blank and send it anyway. A vague report we can ask about beats a fault nobody tells us about.
Help with a refund
The money goes to the store you bought it from, so that is where a refund starts rather than with us. On an iPhone that is Apple: use Report a Problem on your receipt, or go to reportaproblem.apple.com and pick the purchase out of the list. On an Android phone it is Google Play: open your order history at play.google.com/store/account/orderhistory and ask for a refund on the order. Apple decides its own refunds, and on an iPhone we have no way to send the money back ourselves. Google Play answers the early requests itself and passes the later ones to us, and those we can refund from our side. So if the store turns you away or the form will not take it, write to support@balancewright.com: on an iPhone we will help you chase it, and on an Android phone we can put it through.
Which of us can actually send the money back is not the same on both phones, which is why the answer above sets out each one rather than settling for a single sentence. What it does not say is how we behave when you ask: write to us at any point in it — before you start, or after a form has turned you away — and we will not argue with you about it or ask you why. The questions page has the same answer written out, in case you would rather read it than write to anyone.
A privacy request
Your transactions never leave your device except to a backup you choose. We never receive them. There is no server of ours holding your register, so there is nothing there for us to hand over, and nothing there for us to delete.
What we can remove is the anonymous crash and usage data filed against your install. To find it we need the install number, which is on the Diagnostics screen inside Settings — that number is what the reports are filed under, and without it there is nothing to look up. The privacy page sets out what is kept and for how long.
Why there is no form on this page
You will have noticed there is nowhere here to type a message. That is deliberate. A contact form needs a server standing behind it, and when that server breaks it usually breaks quietly: the page still says thank you, and nothing arrives. You would believe you had written to us. We would never know that you had.
An email cannot fail in that particular way. It opens your own mail program, it goes out under your own address, and the copy sitting in your Sent folder is your proof that you sent it — held by you, not by us. It is the same principle the app itself is built on: a copy you hold beats a copy somebody else promises to keep for you.
What it costs, in one paragraph
Free to try. $9.99 once to keep writing. The app is a free download and everything works from the first day — entries, reconciling, search, recurring bills, transfers, export and backup. It asks for the one-time $9.99 after you balance your first statement, or after 100 entries, whichever comes first.