How can we help?

On the sign-in page, click Forgot password? below the password field, enter your email, and we'll send you a reset link. The link is good for 1 hour. If you don't see the email, check your spam folder — it comes from info@formationmoney.com.

From any in-app page, go to Profile → Security. Click Enable 2FA and follow the prompts. You can use an authenticator app for time-based codes (Google Authenticator, 1Password, Authy, Microsoft Authenticator) or set up SMS one-time codes. Save the backup codes somewhere safe — they're your fallback if you lose your second factor.

Currently, email changes require us to update your account manually. Email info@formationmoney.com from your current address with the new email and we'll handle the change within a business day. You'll receive confirmation emails at both addresses.

Go to Profile → Danger Zone → Delete Account. Your account, all linked-account data, transactions, goals, and access tokens are permanently deleted within 30 days. Active paid subscriptions are cancelled automatically. Full details in our Data Retention Policy.

One account per email. A single account can already organize holdings across multiple entities (personal, trusts, LLCs, joint accounts), and a read-only dashboard seat you can share with your CPA or advisor is included in the plan, rolling out after launch. A full partner co-login is on the roadmap; for now, if you and a partner each want your own login, sign up with separate emails.

One plan, full access — no free tier, and every subscription starts with a 7-day free trial:

• Formation — $29.99/month or $349/year list. Founding members lock $17.99/month or $199/year for as long as they stay subscribed. Everything is included: Balance Sheet and Cashflow across unlimited linked accounts (via Plaid), real-estate values, unlimited voice + text AURA with persistent memory and honest citations, the multi-entity model (trust · LLC · S-Corp), Investments (allocation, asset-location, tax-loss harvesting), Tax (brackets, contributions, K-1, year-end wizard), Equity comp (RSU/ISO/ESPP, AMT planner), net-worth projection (Monte Carlo + scenarios), estate / insurance / education planning, statement & K-1 ingestion, and unlimited household members. CPA / advisor collaboration seats and the auto quarterly review PDF roll out after launch.

Full feature matrix is on the pricing page. Every plan includes a 7-day free trial — a payment method is required, and nothing is charged if you cancel before it ends.

Yes. Every member gets the entire dashboard: Balance Sheet, Cashflow, unlimited AURA, the multi-entity model, Investments, Tax, Equity comp, projections, estate planning, and ingestion. The only choice is monthly or annual billing.

Founding members who join during the launch window lock the founding price — $199/year or $17.99/month — for as long as their subscription stays active. It never steps up on renewal.

In-app: go to Profile → Manage subscription (or any pricing card → "Manage subscription"). That opens the Stripe Billing Portal where you can cancel. By default, cancellation takes effect at the end of your current billing period — you keep access until then, you're not charged again. You can also reactivate from the same portal if you change your mind.

The free trial is the safest way to evaluate Formation — no charge if you cancel before it ends.

After the trial, monthly plans are non-refundable, but you keep access through the end of the period you paid for. Annual plans prorate the unused months as account credit, or a refund on request within 30 days.

If something genuinely went wrong (Formation was unavailable for an extended period, you were charged in error, etc.), email info@formationmoney.com within 30 days. We handle these case-by-case and we're reasonable.

Profile → Manage subscription → Stripe Billing Portal → Update payment method. Stripe handles all card data — Formation never sees your card number, expiration, or CVC.

Same place — Billing Portal → Update plan. Stripe shows you the prorated difference and applies it as a credit (going Monthly → Annual) or stretches your existing balance (Annual → Monthly).

At checkout, click Add promotion code below the price summary on the Stripe Checkout page and enter your code. The discount applies immediately. Codes are case-insensitive. If a code says "invalid," it may have expired or hit its redemption limit — email us if you think it should still work.

This is almost always a refresh issue — Stripe sends us your subscription status via webhook, and your browser cached the old pre-subscription state. Try:

1. Hard refresh the page (Cmd-Shift-R on Mac, Ctrl-Shift-R on Windows/Linux)
2. Sign out and sign back in

If you still see the subscription screen after that, email us your account email and the Stripe receipt — we can manually sync the state.

We use Stripe Tax to handle sales tax automatically based on where you live. In most US states, software subscriptions like Formation aren't taxable. In a handful (NY, TX, PA, OH, CT, WA, and a few others), they are — Stripe applies the correct rate to your bill. You'll see the tax line on every receipt.

From the dashboard, click + Add account. We'll show you Plaid Link, which covers 12,000+ US institutions. You authenticate directly with your bank via OAuth or a one-time login through Plaid's secure widget — Formation never sees your bank credentials.

You can still bring the account in — add it manually or upload a statement. Pick Manual account and enter the balance and account type, or upload a recent statement (PDF, CSV, OFX/QFX, or image) and we'll parse the balances, transactions, and holdings for you. Manual and uploaded accounts get the same dashboard treatment as linked ones.

This usually means your bank invalidated the connection (password change, suspicious-login flag, periodic re-authentication). On the account row, click Reconnect to walk through the Plaid update flow. Takes about 30 seconds. If you've reconnected and it still doesn't sync, email us the institution name and we'll dig into the aggregator logs.

Yes. Click + Add account → Manual. You can add cash, investments, real estate, vehicles, equity comp, private positions, crypto, or anything else. Manual accounts roll into net worth, goals, and forecasts just like linked ones.

Yes — we use the same aggregator (Plaid) that Robinhood, Wealthfront, Betterment, and most other major financial apps use. Specifically:

• You authenticate directly with your bank. Formation never sees your bank password.
• Plaid gives us read-only access (we can't move money).
• Access tokens are stored encrypted on our servers; never logged or exposed in API responses.
• All data in transit is TLS-encrypted; all data at rest is AES-256-encrypted in Supabase.

Details in our Security Policy.

No. AURA — Formation's AI assistant — is for education and analysis. It helps you understand your numbers, model scenarios, and explore concepts. It's not a licensed financial adviser and does not provide personalized investment recommendations. For advice tailored to your specific situation, Formation can introduce you to an independent, fee-only partner advisor. Our Terms of Service §3 has the full disclosure.

Almost always a microphone-permission issue. Click the lock icon next to formationmoney.com in your browser's address bar → set Microphone to Allow → reload the page → tap the orb again.

Voice features require Chrome, Edge, or Safari (Firefox doesn't support the Web Speech API). If you're on a supported browser with mic permission granted and it still won't listen, email us with your browser version.

The AI model has a training-data cutoff (it doesn't have real-time market data). It can analyze your portfolio, explain concepts, and run scenarios — but it won't have today's stock price or this week's earnings news. For live market data, we have separate dashboards (Market Watch widgets) that pull current quotes.

AURA is included unlimited for both voice and text on the current single plan. If you're on a legacy plan with the metered AURA preview (10 questions per month), you can move to the current plan for unlimited AURA. Manage your plan under Profile → Manage subscription.

We never sell your data, and we never share your financial account data — balances, transactions, holdings — with advertisers. Your financial data is shared only with the service providers we need to run Formation (Plaid, Stripe, Supabase, Anthropic, and others), each bound by its own privacy policy. Our public marketing pages do use a standard Google advertising/analytics tag that sees limited browsing data (page views, IP) — never your account data. The full list and your opt-out choices are in our Privacy Policy §7 and Cookies section.

In Supabase (managed PostgreSQL hosted on AWS, US region). Encryption at rest is AES-256, encryption in transit is TLS 1.2+. Row-level-security policies in the database ensure no other Formation user — or any administrator — has access to your account's data. See our Security Policy.

Permanently deleted from our systems within 30 days. Linked-account access tokens are revoked at the aggregator immediately so we lose the ability to fetch new data from your bank. Backup copies are purged on the next backup cycle (within 30 days). Details in our Data Retention Policy.

Yes — to answer well, AURA needs context, so we send your relevant financial data (account balances, holdings, and recent transactions) to Anthropic, our AI provider. If you upload a statement or K-1, the document is sent to Anthropic to extract the figures; if you use the voice assistant's real-time mode, your spoken audio is processed by OpenAI (the standard voice input uses your browser's built-in speech recognition). This is your real data — Anthropic does not use it for training, and we never include your password, full account numbers, or SSN. You can hide specific accounts from AURA in Settings → Household so their data never enters the AI's context. Details in Privacy Policy §3.

Today, Formation supports US-based financial institutions and US users only. International support (Canada, UK, EU) is on the roadmap but not actively being built yet. If you're outside the US and want to be notified when it's available, drop us a line and we'll add you to the list.

Yes — visit formationmoney.com/demo for a full interactive walkthrough using sample data. No account required.

We'd love to hear it. Email info@formationmoney.com with the subject "Feature request." Especially useful: what you're trying to do, what's getting in your way today, what would make this a 10x experience for you. We read every one.

Formation can introduce you to an independent, fee-only partner advisor — today that's a single partner Advisor, and we may add more partners over time. Open Household → Professional team in the dashboard. Advisors are independent third parties (not employed by Formation); Formation is not a registered investment adviser and may receive a referral fee that's disclosed at the point of introduction. See our Terms of Service §9.

Email info@formationmoney.com with screenshots, the URL you were on, and what you were trying to do. We fix things fast.