Support when you need it

How do I get help with Even Margin?

Send us a note at support@evenmargin.com.

Write from the email address on your account when you can. It saves us a round trip confirming who you are, and it tells us which business you mean.

Never send passwords, full card numbers or bank account numbers. We never need them, and email is not a good place for them.

What helps us answer on the first reply

• The business name as it appears in Even Margin, if you have more than one.
• What you saw and what you expected instead. A screenshot is worth several paragraphs.
• The date and amount of a specific transaction, if the question is about one.

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What to Expect

We aim to reply within one business day, Monday through Friday. If something needs a fast fix, say so in the subject line and we will put it first.

Pro plans are answered first when several requests arrive at once. Every plan gets a real answer from a person.

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How does billing work for Even Margin?

Charges appear on your statement as EVEN MARGIN. If you are reading this because of a charge you do not recognize, that is us.

Plans renew automatically each month until you cancel, and the receipt in your email says which business a charge was for. If you would like a charge explained, email us before disputing it with your bank.

• Change or cancel a plan: click Manage billing at the bottom of the left sidebar, under your business name. Cancellation and refund terms are in the Terms of Service.
• Update a card or download invoices: the same Manage billing button. It opens the billing portal, where both live.
• If a payment failed and the app will not open: go to your Organizations page. The affected business has its own billing button there, so you can always update a declined card from there.
• A charge you want explained: a dispute locks it for weeks, where we can usually explain or refund it the same day.

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How do bank connections work in Even Margin?

Connections run through Plaid. When a bank stops syncing it is almost always because the bank has expired the connection and wants you to sign in again, and the Connections page shows the state of each one and offers the reconnect. Reconnecting usually takes one login.

We connect to banks through Plaid, and Plaid decides which banks can be connected and how far back their transactions go. When you are looking for your bank, or hoped for more history, that limit is usually Plaid's. Tell us anyway. We can often say how far back your particular bank goes, which saves you waiting for data that was never coming.

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How do I change a category in Even Margin?

Open any transaction and it names who decided. Sometimes that is your bank, sometimes a rule you wrote, sometimes you. Where the bank's description was unusable, it was Even Margin that worked out the merchant and categorized the transaction, and those calls show how confident we were and what we went on.

Change it on the transaction. To set a merchant's category every time, turn your change into a rule and it applies to every matching transaction from then on, and to the ones already in your ledger if you want.

A rule does exactly what its conditions say, no more, so it is worth reading them once before saving.

Write to us if a whole group of transactions belongs somewhere else, rather than just one. That usually means a business is new to the merchant directory we match against, and we add it at our end so it is right for everyone, not only for you.

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Where Else to Look

• Security covers how your data is protected and how to report a vulnerability.
• Privacy Policy covers what we hold, for how long, and how to have it deleted.
• Terms of Service covers billing, cancellation, and what we owe each other.
• The blog has walkthroughs for reconciliation, CSV imports, and reading a profit and loss statement.

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Contact

One address per subject, so your message reaches someone who can act on it.