Support
We are a small team and we answer our own email.
What to include when you write to us
- What you were trying to do, and what happened instead.
- Which screen you were on.
- Your app version and iOS version — both are shown in Settings.
- Please do not send screenshots of your holdings or your account password. We do not need them, and we would rather not receive them.
What support can and cannot do
We can help with
- Signing in, verification codes and trusted devices.
- Problems importing a statement.
- Questions about how a figure is calculated.
- Bug reports and feature requests.
- Account deletion and privacy requests.
We cannot do
- Unlock or recover your portfolio. We never hold your encryption key, so this is not something we are able to do for you.
- See your holdings, their value, your watchlist or your questionnaire answers.
- Read your imported statements.
- Place, change or cancel any trade.
- Give you personalised investment advice.
If you have lost your recovery code
If you still have a device where Raqib is working, open it and generate a new recovery code from Settings before anything happens to that device. If you have lost every device and your recovery code, your encrypted portfolio cannot be recovered — not by you and not by us. Your account still works, and you can start a new portfolio.
Diagnostics stay private
If we need technical details to help you, the app can produce a diagnostic summary on your device. It excludes your portfolio contents by default — it carries things like app version, operating system version, your language and theme setting, and the last error code. You are shown exactly what it contains before anything is sent, and nothing is sent unless you choose to send it.
Availability
Raqib has not been released yet, so there is no app to install today. If you write to us before launch we will still reply — we just may not be able to help with an installation.