How we help you
No hour-long queues, no transfers, no 'our team will call you back within 5 business days'. Three clear routes for help — you choose which fits your question.
Three routes, from fast to personal
Some questions you can answer yourself in 30 seconds. Others need a conversation. Start with the fastest route and move to the next step only if needed.
Free, Premium and Lifetime get the same help. Paying customers don't jump the queue.
Self-service (often fastest)
Many questions are already answered. Immediate answer, no waiting time.
Knowledge base & FAQ
30+ detailed answers about all features. Searching for 'receipts', 'share' or 'migrate'? Chances are the answer is already there.
Help search function
Type a keyword and see instant matches. Works on both Dutch and English search terms.
Blog with explained use-cases
Concrete situations — for example 'how do I split shared groceries with roommates?' — explained step-by-step.
Migration guide
Coming from Excel, YNAB? Practical step-by-step with time estimate per situation.
Email support
For questions not in the knowledge base. Personal, explained, not generic.
Email address
support@okidoky.nl
Response time
Within 48 hours
Languages
NL / EN
What to include in your email
More context means we can help you better. These five things often make the difference between 3 back-and-forth emails and one good answer:
Your account email
To verify it's you and to check your situation.
Device & browser
Chrome on Windows? Safari on iPhone? Helps reproduce technical issues.
Exact steps you took
'I clicked on X, then Y, and then Z happened'. Helps massively with bug reports.
Screenshot if relevant
A screenshot sometimes says more than 500 words of explanation. Make sure no private data is visible.
Time of the problem
'Today around 2:30 PM'. Helps us find it back in our logs.
Migration support
Special track for those switching from another app.
Personal help with your migration
Switching is one of the moments we really take time for. Not because it has to be difficult, but because we don't want you to get lost in your old Excel in week one.
- Help with CSV export from Excel/YNAB (if you get stuck with the right columns)
- Review of your categories setup before you import definitively
- Looking along via your screen (max 30 min) for tricky situations — free for all accounts
- Advice on going back if it turns out Okidoky doesn't fit — we help you with that
How we approach support
Four non-negotiable rules for how we handle your questions.
A real person answers
No AI chatbot that bounces you around. All support emails are read and answered by a human. Usually by the same person who develops the product.
Within 48 hours on business days
In practice usually faster. But we promise 48 hours to set expectations honestly — not 'within 1 hour' only to disappoint later.
Technical bug? We fix it
Reported a bug? We fix it, not 'we'll note it for a next release'. Small bugs often within 24 hours, larger ones within a week.
Clear about what we can't do
Not everything is solvable. If Okidoky doesn't fit your situation, we say so rather than letting you muddle through for months.
What we do NOT offer
So you know what to expect — this is what you do NOT get at Okidoky:
- No 24/7 live chat— No chat window standing by at 3 AM. Single maker, normal working hours. You also don't get a chatbot that pretends someone's there.
- No phone support— Everything via email. That gives both sides time to answer thoroughly and we have it in writing for later. For complex issues we do offer to look along via your screen.
- No priority for payers— Premium and Lifetime customers don't get a faster answer than free users. Everyone equal. You can't buy priority, not even for extra payment.
- No tax or financial advice— We help you with the app itself. For VAT filings, mortgage deductions or pensions we refer you to an independent financial advisor. We're simply not for that.
These boundaries keep the help good. With a single maker, 'saying yes to everything' doesn't work — we'd rather do a few things well than everything half-way.
What if our answer doesn't help?
We try to fully answer every question, but sometimes we get stuck together. Here's what you can do:
- 1
Reply to the email
The simplest: write back that the answer doesn't work and explain why. Often there's miscommunication and a second round solves it.
- 2
Ask for someone else to look
Just say: 'I'd like someone else to look at this'. With a single maker that usually lands directly with the founder — who takes it seriously.
- 3
File a complaint with the regulator
Feel treated unfairly and we can't resolve it together? You can always file a complaint with the Dutch Consumer & Markets Authority (ACM), or with the Personal Data Authority (AP) for privacy issues. That's not an uncomfortable step for us — just a fair way out if you can't get there with us.
Frequently asked support questions
How long does an answer really take?
Average ~6 hours on business days. Maximum 48 hours promised. Weekends and holidays don't count — first business day is used. In practice: email Monday 10 AM → answer often same afternoon. Email Friday 5 PM → answer Monday morning.
Does a real person answer or a bot?
A real person: Richard (founder) himself. No AI, no support tier, no transfers. That has the advantage: you get thought-out answers with context. Disadvantage: response time isn't 10 seconds.
Can I call instead of email?
Not for general questions. But for: looking along via your screen during a switch (appointment via email), complex problems that don't become clear in writing, and for privacy requests where we must be sure who you are. For these cases you get a video-call link after an appointment.
What if I find a bug?
Send email to support@okidoky.nl with details (including time, device, steps to reproduce). Confirmed bugs are assessed within 24 hours, small fixes often live the same week. For security bugs: use security@okidoky.nl (higher priority, confidential).
Do you offer support in languages other than NL and EN?
Primarily Dutch and English — those are the languages I answer in fluently. If you write German, French or Spanish: I do my best with translation tools, but the reply comes back in Dutch or English. For Chinese I can still do a simple check, but no deep support.
Ready to ask a question?
Start with the knowledge base as first step — then you also know better what you actually want to ask.