Support

I forgot my vault passphrase.

Those entries are gone, and there is nothing anyone can do about it. The passphrase is never sent to the server, so there is nothing to reset against — that is the same property that makes the vault worth using. You can set up a new vault and re-enter the logins. Everything else in your budget is unaffected.

A bill landed under the wrong paycheck.

Open it on the Paychecks screen and change “Pay it from”. That one exception is remembered; every other occurrence keeps working itself out. If it’s happening to every bill, check the lead-time setting in Settings — that controls how many days before a due date a bill gets pushed onto the earlier check.

Which statement files can I import?

CSV from most banks, and OFX or QFX where the bank offers it. Download it from your bank’s site and drop it in. The file is read on your device and never uploaded. Re-importing an overlapping period is safe — duplicates are detected and skipped.

Does it connect to my bank?

No, on purpose. Connecting would mean handing over banking credentials and keeping a live link to your accounts. Importing a file is a few minutes a month and creates neither of those risks.

How do I add my spouse, or someone at work?

Settings → People → Add a person, with their name and email. Choose what they can do: Can edit adds bills and marks them paid, View only can only look, and Admin (an owner’s choice) also manages people and settings. We email them an invitation, and you get a link and a code to send yourself too. Vault access is a separate switch on their row once they’ve joined, and View only people can never have it.

Can I keep a business budget separate from my family one?

Yes. Settings → Another household creates a completely separate budget on the same login, and a switcher appears next to the logo. Someone invited to one household cannot see the other — that boundary is enforced in the database.

Can I use it on my phone?

Yes — in the Switchback app for iPhone or Android where it’s available, or by opening the site in your phone’s browser and adding it to your home screen. It’s the same account and the same data either way.

Someone I invited never got the email.

Have them check spam first. If it’s still missing, send them the join link or the code shown when you invited them; they choose Join a household and enter it. Or they can sign up directly with the exact address that was invited, and they’ll be asked to join your household when they sign in.

My invitation code doesn’t work.

A code works once, for 7 days, and only for the email it was sent to. Sign out and sign in with that email, then enter the code again. If it has expired, ask for a new invitation.

How do I delete my account?

Settings → Delete account, at the bottom of the page. It’s immediate. A household only you use is deleted with everything in it; a household you share keeps its data and just loses you. If you’re the only owner of a shared household, make someone else an owner first. Can’t sign in any more? See deleting your account.

How do I get a copy of my data?

Email us from the address on the account and you’ll get everything in it, in a machine-readable format, within 30 days. It’s free. There isn’t a self-serve export button yet.

How do I cancel my subscription, or get a refund?

Subscriptions are billed by Apple or Google, so they’re managed there. On an iPhone: Settings → your name → Subscriptions → Switchback. On Android: Google Play → your profile → Payments & subscriptions → Subscriptions. Cancel at least a day before it renews. Refunds are requested from Apple (reportaproblem.apple.com) or Google Play under their policies — we can’t issue them directly. Deleting your Switchback account does not cancel the subscription.

Is my data safe?

Every row belongs to a household and access is enforced by the database itself, not by the interface, so another user cannot reach your budget by guessing a URL. Every vault field — including the name of the account — is encrypted in your browser before it is sent, so a copy of the database does not reveal who you bank with. The privacy policy sets out exactly what is stored and who can see it.