SUPPORT
Last Updated: 16 October 2026
1. How to Reach Us
Email support@finenze.com. The product App is finenze.app. Signed-in users can send a message from Help in the header menu (categories: general, sign-in, account, privacy, payments). Help includes a User Guide.
Self-serve export is the access path for the fields it returns. Other access, correction, or deletion requests: privacy@finenze.com or support@finenze.com. There is no published calendar response window.
2. Sign-In and Authentication
You may sign in with email and password, an email sign-in link, Google, or Sign in with Apple, plus an authenticator app or SMS after a verified phone. An email sign-in link confirms the address. Using one may remove a password that was never verified on that account.
If you cannot sign in: confirm the email is verified (password accounts), use an authenticator or SMS code, request a new sign-in or reset link from the same browser you use for the App, or try Google or Apple if linked. If you are locked out of the App, email support@finenze.com from the address on the account.
3. Waitlist
Joining sends an immediate confirmation to your email. That confirmation is transactional. Finenze does not send a later launch email from the waitlist. Open your wallet is the payments screen. Partner terms are accepted through the API when you continue, not by checking the Finenze Terms box.
4. Account Deletion
In the App: Account → Privacy and data → Delete account. That deletes your profile, waitlist entry, saved contacts, including wallets and bank accounts stored on those contacts, and the signed-in device list, and closes the login. Finenze keeps the record of your legal acceptance and the verification status (user_compliance). Support messages stay on file for 24 months and are not part of Download my data. Invoices and Payment Partner records are retained as described in the Privacy Policy.
5. Data Export and Access Requests
Account → Privacy and data → Download my data requires a completed profile. It returns the sign-in email of the account that was open and whether it is verified, your profile, invoice business details when you have saved them (name, address, tax ID, defaults, and logo hash — not the image), hashes of uploaded original invoices (not the files), waitlist status, contacts including saved bank accounts, wallet-email claim, and the date, time, and links recorded when you accepted. It does not include support messages, audit records, the signed-in device list, account notification records, invoices, the status-change log, or Payment Partner records. Other access, correction, or deletion requests: support@finenze.com or privacy@finenze.com.
6. Security Reports
Report security issues via security.txt or security@finenze.com. That file is the disclosure contact. There is no separate vulnerability-disclosure page. Policy: Privacy Policy. Expires 22 February 2027.
Do not send passwords, private keys, seed phrases, or government IDs to support or through the Help form.