When you need assistance, we're here to help!
- If you're looking for a specific feature, search our comprehensive help documentation with the loupe up top.
- If something is not working — the app, your data, signing in or a payment — the symptom list below points at the guide that covers it.
- For anything else, just write to support@mycapitally.com.
- And don't forget our community forum where you can discuss with other users and get peer support (we're also there!).
Where to look first
Most support emails have an article behind them. Before writing in, check the one that matches the symptom:
- The app won't load, freezes, or shows different numbers on two devices — Troubleshooting the app.
- Language, number and date formats, or settings that don't stick between sessions — Settings and display preferences.
- Prices, balances, returns or dividends look wrong — Troubleshooting.
- You can't sign in, or the portfolio looks empty once you are in — Your account and signing in.
- Payments, invoices, VAT and plan changes — Subscription and billing.
- You have lost the password to a project — If you lose your project password.
- Backing up, restoring, or moving data between projects — Backing up and restoring your project.
If none of them fit, write to support@mycapitally.com, and attach the diagnostics below if it is something we would need to reproduce.
Preparing Diagnostic Information
In some case, we might need some diagnostic information that will help us understand the issue better and reproduce it on our side.
Capitally offers built-in tools to help diagnose issues while protecting your privacy. They can be found in the upper-right menu under Diagnostics.
Download diagnostic logs
Generate an anonymized diagnostic report to send to our support email. This helps us understand the problem better without exposing your sensitive data.
It contains internal identifiers, high-level actions you performed in the last few minutes, and diagnostic details of all the errors you've encountered.
To get these, just to go the top-right menu -> diagnostics -> Download diagnostic logs.
Export anonymized project
For complex issues, you can export an anonymized version of your project, so we can load it up on our side and recreate the issue.
Asset names, notes, position sizes, quantities and values are all randomized, while the structure, used market symbols and prices remains intact.
You can anonymize it further, by importing this project yourself and removing data that is not relevant to the issue before exporting it again.
To make an export, head to top-right menu -> diagnostics -> Export anonymized project.
Export only problematic items
You can send us only the items that are posing a problem - like a single asset or transaction.
- go to the Portfolio,
- open the respective Position/Asset/Transactions tab,
- enable selection,
- select the item to be exported,
- click Export -> Export items at the bottom
Copying error details
If you receive an error, there will be a small copy button next to it. By clicking it, you will copy the error details that you can send us. These details are already included in the diagnostic logs.