Help & Support

Bank syncing on Loocero uses Plaid. If a connected account is showing stale balances or no new transactions:

1. Open Accounts and look for an item that needs attention — a yellow status pill usually indicates the connection has expired or the institution requires re-authentication.
2. Click the institution row and choose Reconnect to step through Plaid’s consent flow again. This typically resolves ITEM_LOGIN_REQUIRED errors.
3. If that doesn’t help, disconnect the institution and re-link from Accounts. Disconnecting revokes the Plaid token; your transactions stay on your account.

Plaid syncing is a Pro-tier feature with up to eight active connected accounts. If you haven’t upgraded, manual entry and CSV import are still available on the free tier.

Loocero never holds your data hostage. Two routes:

• Per-view CSV export. Each table view (Transactions, Accounts, Holdings, Reports) has a download icon that exports the current filter as CSV.
• Account-level export. If you want a full snapshot before deleting your account, email [email protected] and we’ll send your records as JSON within two business days.

Open Settings → Billing and use the Manage subscription button. That opens the Stripe customer portal where you can cancel at the end of the current period or immediately. Cancelling does not delete your account or data — your records stay with you on the free tier.

For refunds or billing disputes, email [email protected].

Open Settings → Delete account and follow the type-DELETE confirmation flow. The deletion runs end-to-end:

• Plaid items revoked at each connected institution.
• Stripe customer record removed.
• Supabase auth user and every row tagged with your user id are deleted via cascade.

Full mechanics are documented at Data deletion.

Loocero’s AI chat can be powered by your own OpenAI API key instead of the app-managed key. Open Settings → API keys, paste the key, and we verify it before saving (encrypted at rest). Once active, your AI requests run against your provider account — Loocero never sees the prompt content.

BYOK is optional. If you don’t configure a key, chat uses the app-managed pool subject to the limits described in the AI section of Privacy.

Loocero stores every record in its native currency. When the dashboard rolls up a mixed portfolio for a user whose preferred currency is COP, non-COP amounts (USD, EUR, etc.) are converted to USD first using daily reference rates, then to your preferred display currency. The original native value is always preserved on the underlying record — only the roll-up is converted.

You can change your preferred display currency in Settings → Currency preference.

Demo mode loads a synthetic, anonymized dataset into your account so you can explore Loocero with real-looking data. It’s opt-in: from Dashboard click Load sample data. To remove it, use Clear sample data from the same banner. Demo data does not touch any real bank connection.

The live demo on the marketing site is a separate shared-demo account — read-only and identical for every visitor.

The architecture is documented at Privacy architecture. The short version:

• No third-party analytics, no tracking pixels, no ad networks anywhere in the app.
• Encrypted at rest in Supabase Postgres with row-level security on every table.
• Plaid tokens and OpenAI BYOK keys are stored encrypted; the app reads them only to make outbound API calls on your behalf.
• AI chat history is not persisted to disk by default.

Privacy questions: [email protected].

If you signed up with Google, your email is governed by your Google account — change it there and Loocero picks up the new address on the next session refresh.

For email/password accounts, password resets run through the standard Supabase magic-link flow on /login. Email changes are not yet self-serve in the UI — email [email protected] and we’ll handle it manually within two business days.

Email [email protected] with your account email and a short description. Refunds are handled case by case; we aim to reply within two business days.