Support
A real person reads every message.
Email us at
support@weleap.aiWe reply within 2 business days, and usually sooner.
It helps if you tell us what you were doing, what you expected to happen, and what happened instead. If it is about the iOS app, the app version and your device model save us a round trip.
Closing your account, or getting your data
All three of these are in the app, under Profile → Security & Data. You do not need to email us to use any of them.
- Close my account
- Permanently deletes your account and everything in it, and revokes any bank connections. You do not need to contact us, and it cannot be undone.
- Delete my data
- Erases the information we hold about you but leaves your account open, so you can start again without signing up twice.
- Download my data
- Gives you a copy of what we hold. Worth doing before either of the above.
If you have lost access to the app, email support@weleap.ai from the address on your account and we will do it for you. You do not need to reinstall anything, and there is no further step to confirm the request.
What we keep after you delete, and for how long
Closing your account is permanent and cannot be undone. It removes your profile, financial information, goals and plan history from our active systems, and revokes any bank connections. This is everything that outlives the request.
| What | How long |
|---|---|
Personal information in our active systems Deletion runs on a cycle rather than instantly, so we state the window rather than promise it is immediate. | Removed within 30 days |
Encrypted backups Residual copies persist until they are overwritten on the normal backup cycle. We never restore a deleted account from them. | Up to 90 days |
Bank connections Access tokens are revoked the moment you disconnect an account or close your account, so we stop receiving data straight away. | Revoked immediately |
Records we are required to keep To meet legal obligations, resolve disputes, prevent fraud and abuse, and enforce our agreements. We keep only what is necessary for that. | As long as the law requires |
Your opt-out from email or SMS This minimal record is what lets us honour the opt-out. Deleting it would risk contacting you again. | Kept indefinitely |
Anonymised and aggregated data Once information can no longer be linked to you or your device it is not personal information, and the periods above do not apply. | Kept indefinitely |
Everything else — what we collect, how bank connections work through Plaid, and your rights under state privacy law — is in our privacy policy.
Common questions
- How do I close my WeLeap account?
- Open the app, go to Profile, and under Security & Data choose "Close my account". You do not need to email us or ask permission — closing your account is something you do yourself, and it takes effect immediately. It permanently removes your profile, financial information, goals and plan history from our active systems, revokes any connections to your bank accounts so we stop receiving data from them, and ends further emails and texts. It cannot be undone. If you have lost access to the app, email support@weleap.ai from the address on your account and we will close it for you.
- Can I delete my data without closing my account?
- Yes. In the same place — Profile, under Security & Data — "Delete my data" erases the information we hold about you while leaving your account open, so you can start again from scratch without signing up a second time. "Close my account" is the option that removes the account itself. If you are not sure which you want, "Download my data" gives you a copy of everything first.
- How do I get a copy of my data?
- Go to Profile, then under Security & Data choose "Download my data". You will get a copy of the information WeLeap holds about you. You do not need to ask us for it, and you do not need to give a reason. If you are a California resident this is also how you exercise your right to know under the CCPA, described in our privacy policy.
- My bank connection stopped working. How do I fix it?
- Banks periodically require you to re-authorize the connection, usually every 90 days or after you change your password, and the connection stops updating until you do. Open the app, go to Profile, find the account under your connected accounts, and reconnect it. This is the most common thing that goes wrong and it is almost never a problem with your account. If reconnecting does not work, email support@weleap.ai with the name of the bank and we will look at it.
- How do I disconnect a bank account?
- Go to Profile and remove the connection from your connected accounts. WeLeap stops receiving data from that account immediately and the access token is revoked. You can do this for one account without affecting the others, and without closing your WeLeap account.
- Can WeLeap see my bank login?
- No. Bank connections are handled by Plaid, and your credentials are entered with Plaid rather than with us. We never see or store your bank username or password. WeLeap receives read-only information such as balances and transactions, and only for the accounts you choose to connect. We cannot move money, and there is no part of the product that tries to.
- How do I stop the emails or texts?
- For email, use the unsubscribe link at the bottom of any marketing email. For texts, reply STOP to any message from us and you will get one confirmation that you have been unsubscribed. Reply START to opt back in, or HELP for help. We may still send transactional messages needed to operate your account. Full details are on our SMS notifications page.
- What does WeLeap cost?
- WeLeap is free during early access and does not require a credit card. If that changes we will tell you before it does, and you will not be charged without agreeing to it first.
- Is WeLeap financial advice?
- No. WeLeap is not a registered investment adviser, broker-dealer, tax professional or financial planner, and nothing in the product or from our support team is personalized investment, legal or tax advice. We show you what the arithmetic says about your own numbers so you can decide what to do. For advice specific to your situation, speak to a licensed professional.
- I think I have found a security problem. Who do I tell?
- Email support@weleap.ai with "Security" in the subject line and as much detail as you can give us. We will acknowledge it and come back to you. Please do not post details publicly until we have had a chance to respond.
A note on what we can help with
We can help with anything about the product: your account, your connections, a number that looks wrong, a feature that will not work. We cannot give you personalized financial, investment, legal or tax advice, because we are not licensed to and it would be the wrong thing to take from a support inbox. If a question needs that, we will say so rather than guess.
Other pages
- Privacy policy — what we collect, how long we keep it, and your rights.
- Terms of service
- SMS notifications — opting in, opting out, and the keywords.
- Free tools — calculators that need no account at all.