Support & contact

One address, answered by the people who wrote the software. Most questions are settled in one reply.

Refunds

Fourteen days from purchase, for any reason or none, whether or not pages were used. Email the address above with the PayPal order reference; the refund goes back the way you paid, normally within one working day of our reply, and PayPal or your card issuer may take a further 3–5 business days to show it. If your bank's statements will not read at all, there is no time limit. Please ask us before opening a PayPal dispute — a refund is faster for both of us. Full text: refund policy.

Before you write

• "This PDF has no text in it." The file is a scan or photo. Download the statement again from the bank's website; that copy has real text and converts.
• "Could not find a transaction table in a layout we recognise." Your bank's layout is not supported yet. Send us the PDF (or a redacted page of it) and we add the layout — usually within a few days.
• Excel and QBO buttons show a lock. Those two formats need a page pack; CSV is free. Activate your key in the "Already bought a key?" box on the converter page.
• The page count is wrong on a new computer. The balance is kept in the browser you activated in. Paste the same key in the new browser; the count starts from that browser's own usage.

Who operates this service

BalancesOut is built and run by a small company, not a marketplace. Payments are handled by PayPal; we never see your card details.