Frequently Asked Questions

Quick answers to common questions about Prism Wallet

General Questions

What is Prism Wallet?

Prism Wallet is a comprehensive personal finance app that helps you track spending, manage budgets, and gain insights into your financial health. It connects to your bank accounts to automatically import transactions and provide AI-powered recommendations.

Is Prism Wallet free?

Yes! We offer a free plan that includes:

• 1 connected bank account
• Basic budgeting tools
• Transaction categorization
• Essential insights

Premium features are available for $8.99/month or $79.99/year.

Which banks are supported?

We support 12,000+ financial institutions in the US and Canada through our partners Plaid and Finicity. This includes:

• Major banks (Chase, Bank of America, Wells Fargo, etc.)
• Credit unions
• Investment firms
• Credit card companies

Is my data safe?

Absolutely. We use:

• Bank-level 256-bit encryption
• Read-only access (can't move money)

Getting Started

How do I connect my bank account?

1. Go to Settings → Linked Accounts
2. Tap "Add Account"
3. Search for your bank
4. Enter online banking credentials
5. Select accounts to track

Why won't my bank connect?

Common issues:

• Wrong password: Verify on bank website
• 2FA needed: Have phone ready
• Bank maintenance: Try later
• Special requirements: Some banks need app passwords

See our Connection Troubleshooting Guide for detailed help.

How long does initial sync take?

• First sync: Within seconds
• Transaction history: Up to 5 minutes
• Ongoing updates: A few times a day

Can I use Prism Wallet without connecting banks?

Yes! You can:

• Add manual accounts
• Enter transactions manually
• Import CSV files
• Track cash spending

Features & Usage

How do budgets work?

1. Create budget for a category
2. Set spending limit (weekly/monthly/yearly)
3. Track spending automatically
4. Get alerts before overspending

What are insights?

AI-powered analysis of your finances:

• Spending patterns
• Saving opportunities
• Bill optimization
• Unusual activity alerts
• Personalized recommendations

Can I track investments?

Yes! Connect investment accounts to:

• See portfolio value
• Track net worth
• Monitor performance
• Exclude from budgets

How do I categorize transactions?

• Automatic AI categorization
• Tap to change category
• Create rules for merchants
• Bulk categorize similar items

Premium & Billing

What's included in Premium?

• Unlimited account connections
• Advanced AI insights
• Custom categories
• Priority support
• Receipt attachments
• Early access to features

How do I cancel my subscription?

iOS: Settings → Your Name → Subscriptions → Prism Wallet → Cancel

Android: Play Store → Profile → Payments & Subscriptions → Cancel

Can I get a refund?

Refunds are handled by Apple/Google within 48 hours of purchase. Visit:

• iOS: reportaproblem.apple.com
• Android: Play Store order history

Is there a family plan?

iOS users can share Premium via Family Sharing with up to 6 family members.

Privacy & Security

What data do you collect?

• Transaction history
• Account balances
• App usage (anonymized)
• No personal conversations
• No location (unless permitted)

Can you see my bank password?

No. Passwords are:

• Encrypted immediately
• Sent directly to bank
• Never stored by us
• Handled by secure partners

How do I delete my data?

1. Settings → Account
2. "Delete Account"
3. Confirm deletion
4. All data removed within 30 days

Do you sell my data?

Never. We don't sell or share personal data with marketers or advertisers.

Technical Issues

App keeps crashing

Try these steps:

1. Update to latest version
2. Restart your phone
3. Reinstall app
4. Contact support if continues

Transactions are missing

• Wait 24-48 hours for processing
• Check filters aren't hiding them
• Resync by going to pressing Settings -> Last Sync
• Verify account is connected

Wrong transaction amounts

Common reasons:

• Tips included (restaurants)
• Pending vs posted amounts
• Currency conversion
• Pre-authorization holds

Duplicate transactions showing

• One pending, one posted
• Wait for pending to clear
• Contact support if persists

Account Management

Can I have multiple accounts?

• Free: 1 financial institution
• Premium: Unlimited connections
• Each user needs own account
• Business accounts coming soon

How do I change my email?

• Contact support to change your email

Can I merge accounts?

Currently each email needs separate account. Account merging coming in future update.

What happens to my data if I stop paying?

• Data is never deleted
• Limited to 1 connection
• Can view historical data
• Upgrade anytime to restore access

Common Problems

"Action Required" on account

Your bank needs you to:

• Re-enter password
• Complete security check
• Accept new terms
• Tap to reconnect

Budget not tracking spending

Check that:

• Transactions are categorized correctly
• Budget category matches transactions
• Date range is current
• Budget isn't paused

Can't log in

1. Reset password via email
2. Check spam folder
3. Verify email address
4. Contact support

Sync seems stuck

• Force quit and reopen app
• Check internet connection
• Try manual refresh
• Contact support if persists

More Help

How do I contact support?

• In-app: Profile → Help
• Email: support@prismwallet.app

Are there video tutorials?

Video guides coming soon! Currently we offer:

• In-app tooltips
• Written guides
• Email support

Can I request features?

Yes! We love feedback:

• Vote on roadmap
• Email suggestions
• Beta testing program

Is Prism Wallet available on Android?

Yes! Available on both iOS and Android with feature parity.

Still have questions? Contact support@prismwallet.app