What to do before contacting support
A few simple steps often resolve most issues in minutes, and prepare an effective request if you do need our help.
Before contacting us, a few simple steps can often resolve the situation right away, and save you valuable time if you do end up needing our help. This page brings together the right reflexes, in order.
Start with the basic checks
The vast majority of blockages clear up with three quick actions. Take the time to try them first; they cover most common cases.
- Check your internet connection, then fully close the app and reopen it.
- Make sure you're using the latest version of the app (update available on the App Store for iOS, or by reloading the page on the web).
- Run a manual sync of your accounts to force a recent update.
An amount that looks wrong often comes from transactions still pending on the bank's side. They settle on their own once validated.
Identify the nature of the problem
Knowing which family your issue falls into helps you find the right solution, and describe the situation clearly to us if needed.
The main families of problems
- Account login
- Can't log in: think about the forgotten password, and check that you're using the method chosen at sign-up (Apple, Google, or email).
- Bank synchronization
- Transactions no longer update: you usually need to reconnect the bank in question.
- Amount or balance
- A figure looks wrong: think about pending transactions and how transactions are categorized.
- Emails not received
- Check your spam or junk folder first.
- Notifications
- On iOS, the system permission must be granted to the app to receive push notifications.
- Display
- An element displays incorrectly: a reload or an update most often fixes the situation.
Gather the right information
If the problem persists, preparing a few things before writing to us speeds up handling considerably. The more precise your description, the more targeted our answer will be.
- Your support ID, visible in your profile: sharing it speeds up handling.
- The platform involved (web or iOS) and the app version.
- A description of what you expected and what happens instead.
- The steps to reproduce the issue, if you know them.
- A screenshot when it's a visual problem.
You'll find it in your profile. It's the most useful reference to send us: it lets us find your context without asking you for sensitive information.
Choose the right channel
Several entry points exist depending on your need. For a usage question, the Nory assistant often answers right away. For a specific case, the contact form is the most suitable.
| Channel | Ideal for | Response |
|---|---|---|
| Help center | Understanding a feature, following a guide | Immediate |
| Nory assistant | A personalized usage question | Immediate |
| Contact form | A specific case or a particular account | Delayed |
| Bug report | Reproducible abnormal behavior | Delayed |
No Noryo team will ever ask you for your banking credentials or codes. They are never needed to handle a request.
The most common messages and how to react to them.