Most tickets are one of the following. If yours is here, you have the answer now instead of tomorrow.
- How long does a reply take?
- We answer by email, usually within one business day, Malaysia time (GMT+8). Billing and account-access tickets are picked up first. Anything sent over a weekend or public holiday is answered the next working day.
- Some rows came out wrong. What should I send you?
- Choose "Extraction accuracy" and tell us the bank, the statement month, and two or three rows that are wrong. Please don't attach the statement — we can find the job from your account, and financial documents should never be sent over email.
- Which banks are supported?
- Maybank, CIMB, Public Bank, RHB, Hong Leong, AmBank, Bank Islam, Bank Rakyat, OCBC, UOB and HSBC in Malaysia, plus DBS and POSB in Singapore. Each bank page shows how to download the PDF and which columns come back.
- I was charged for a page that failed.
- Failed jobs release their pages back to your balance automatically. If the balance still looks wrong, choose "Billing & payments" and include the date and the file name so we can check the job record and correct it.
- How do I change or cancel my plan?
- Plan changes and cancellations run through the billing portal in your account settings. Cancelling stops the next renewal and leaves the pages you've already paid for usable until the period ends.
- What happens to the PDF I upload?
- PDFs are deleted within an hour of processing finishing, and within 24 hours at the latest. The extracted rows stay in your account until you delete them.