Help and feedback
Help & Support
Settings → Help & Support in the sidebar, or from your avatar menu.
The screen has Help and Contact Us views, plus links to the current Terms &
Conditions and Privacy Policy on the Swish website.
Help
Select Open Help Centre to browse all guides, or use one of the popular-guide
shortcuts for common tasks. Select Contact us when you need help from the
Swish team. You can also start with
FAQ and troubleshooting.
Contact Us
How to reach the support team:
| support@swish.co.nz | |
| Phone | (+64) 09 966 5560 |
| Address | Level 5, 32 Mahuhu Crescent, Auckland 1010, New Zealand |
| Business Hours | Monday to Friday, 9AM to 5PM |
Email is usually best for anything that is not urgent — you can explain properly and attach what is
needed.
Terms & Conditions
Opens the current Terms & Conditions
on the Swish website in a new browser tab.
Privacy Policy
Opens the current Privacy Policy on
the Swish website in a new browser tab.
Worth reading alongside Your encryption passphrase, which explains
the technical side — most of your financial data is encrypted on your device and cannot be read by Swish
at all.
Sending feedback
Found a bug? Something confusing? Use the Feedback option in the sidebar.
Reporting a problem
- Select Feedback.
- Choose what kind of report it is — Bug, Feedback, or Idea.
- Answer "What is not working properly?" in your own words. A few words is not enough; Swish asks
for a little more detail before it will send. - Include screenshot is on by default — turn it off if you would rather not send one.
- Select Send feedback.
Screenshots
If you include a screenshot, Swish captures the screen and gives you an editor before sending.
| Tool | Use it to |
|---|---|
| Blur | Hide balances, account numbers, or anything private |
| Highlight | Point at the thing that is wrong |
Blur anything you would not want a stranger to see. Your screenshot goes to the Swish team, and
unlike the rest of your data it is not encrypted with your key — it is a picture you are choosing to
share.
Screenshots include visible icons and images, including bank logos, when the browser
can load them for capture. An unavailable image or one blocked by browser security
may appear blank in the screenshot even when it appears on screen. Check the
preview before sending; the rest of the screenshot remains available.
Writing a useful report
The more specific, the faster it gets fixed.
Include:
- What you were trying to do
- What you expected
- What happened instead
- Which screen you were on
- Whether it happens every time
A good report: "On My Budgets, I set the Funding/cycle for Groceries to 250 and it saved, but when I
came back it showed 0. Happens every time. Chrome on Windows."
A less useful one: "Budgets broken."
Talking to an adviser
If you have an adviser through Swish, reach them from a reminder on the
Notifications screen — Talk To An Advisor
on the row, or Talk to Advisor in its ⋮ menu.
That is for financial questions. For problems with the app itself, use Feedback or support.
Where to go for what
| I want to | Go to |
|---|---|
| Understand how something works | This guide — contents |
| Report a bug | Feedback in the sidebar |
| Ask a question about my account | Support, via Help & Support → Contact Us |
| Get financial advice | Talk To An Advisor on a reminder in Notifications |
| Check what Swish does with my data | Help & Support → Privacy Policy (opens the Swish website) |
| Understand the encryption | Your encryption passphrase |
| Fix something that is not working | FAQ and troubleshooting |
Before you contact support
A few things resolve most issues:
- Refresh the page. More effective than it sounds.
- Check the background jobs indicator in the header — Swish may still be working.
- Sign out and back in, entering your passphrase again.
- Try a different browser. If it works there, the first browser's cache or an extension is the cause.
- Check FAQ and troubleshooting — it covers the common ones.
If none of that helps, get in touch, and describe what you tried.