Support
Need help? Email us at [email protected] and we will help you with account, billing, and document conversion issues.
Typical response
Within 1 hour
During UK business hours, most replies go out in under 60 minutes.
Guaranteed SLA
24 hours
Every support email receives a reply within 24 hours, including weekends.
Frequently asked questions
Quick answers to the questions we see most often. If yours is not here, email support.
How quickly does StatementCSV support reply?
We aim to reply to every support email within 1 hour during UK business hours. Our guaranteed response SLA is 24 hours for all enquiries, including evenings and weekends.
Which bank statement formats does StatementCSV support?
We support UK bank statement PDFs from Barclays, Lloyds, NatWest, HSBC, Monzo, Revolut, Halifax, Starling, and many other UK banks. If your statement does not convert cleanly, email support with a sample and we will tune the pipeline.
Why did my conversion fail or return empty rows?
The most common causes are password-protected PDFs, scanned images of low quality, or non-standard statement layouts. Remove password protection, upload the original PDF rather than a printed-and-scanned copy, and contact support with the document ID if the issue persists.
How do I request a refund?
Unused credits are refundable within 14 days of purchase. Email [email protected] with your account email and we will process the refund, usually within 1 business day. See our Terms of Service for full details.
How do I cancel my subscription?
Sign in, open the billing portal from your dashboard, and cancel your plan. Your subscription remains active until the end of the current billing period and any unused credits carry over until renewal would have occurred.
How do I delete my account or my uploaded documents?
Uploaded documents and processed files are automatically deleted 7 days after upload. To delete your account and any retained records, email [email protected] from your account email and we will confirm deletion within 24 hours.
Is my financial data secure?
Yes. All files are encrypted at rest with AES-256, data in transit uses TLS 1.2 or higher, infrastructure is hosted in the EU, and documents are permanently deleted after 7 days. Controls are aligned with ISO/IEC 27001:2022 and we are GDPR compliant.