Support
How to reach us
Signed in already? Send feedback, in Settings on the app or the web, or at the foot of the menu on the web, sends us a message with the app version and the page you were on attached, so we can find a problem faster. It never attaches your figures.
If you think someone else has got into your account, reset your password straight away (below), then email us and say so in the first line. We deal with those first.
Is the service down?
Our status page says whether Oxygene Finance is working, and what we know about any problem: https://status.oxygene.xyz. It is run separately from the service, so it still works when the service does not. While we are fixing something, the app and the website may also show a short notice at the top of the screen.
If you cannot sign in
- Forgotten password: choose Forgotten password? on the sign-in screen and enter the email address on your account. The link lasts 30 minutes. If nothing arrives within 10 minutes, check your spam folder, then email us.
- Signed up with Apple, Google or Microsoft: your account may have no password. Use the same button you used the first time.
- "Too many sign-in attempts": signing in is paused for a short while (the message gives the time). Resetting your password gets you straight back in.
- "This account has been suspended": email us from the address on the account and we will explain why and what happens next.
- Lost access to your email, or to your Apple, Google or Microsoft account: email us from any address. Getting back in then needs a manual identity check, which can take several days.
What to put in your message
- The email address on your account.
- What you were doing, and what you expected to happen.
- The page or screen it happened on.
- Any error reference shown on screen. It looks like ref a1b2c3d4.
- On the iPhone app, the version line from Settings › Help and about.
Never send us:
- your password, or a code from a sign-in or reset email;
- full bank, card or account numbers, or sort codes;
- your figures. We can help without them, and you do not need to share them.
We will never ask you for your password, by email, phone or anything else.
Your data
To ask for a copy of your data, or for it to be deleted, or with any question about how we handle it: privacy@oxygene.xyz. You can also download everything, or close your account, yourself from Settings. Our Privacy Policy sets out what we hold and why.
Reporting a security problem
If you have found a security weakness in Oxygene Finance, email security@oxygene.xyz. Our contact details are also published at /.well-known/security.txt.
- Tell us what you found and how to reproduce it.
- Do not access, change or keep anyone else's data. Use an account of your own.
- Give us a reasonable time to fix it before you tell anyone else.
Good-faith research
If you look for weaknesses in good faith and follow the rules below, Oxygene Group Ltd will not take legal action against you or report you to the police for that research, and we will work with you to understand and fix what you found. If someone else takes action against you for research done within these rules, we will make it clear that we authorised it.
The rules:
- Test only against an account you created yourself. If you reach anyone else's data by accident, stop, do not keep a copy, and tell us straight away.
- Do not try to make the service slow or unavailable, and do not run high-volume automated scans.
- Do not trick, phish or pressure people, including our users and anyone at Oxygene Group Ltd.
- Do not send email through the service to people who have not agreed to receive it.
- Do not test physical security, or the systems of the companies we work with (for example Microsoft, Apple, Google or Expo). Report those to them.
- Do not ask for payment in return for not disclosing a problem.
What you can expect from us: we will acknowledge your report within 3 working days, keep you updated while we fix it, and, if you would like, thank you by name once it is fixed. We do not run a paid reward scheme.
Free, impartial help
We can help with the app. For help with money itself, these services are free and independent of us:
- MoneyHelper — free, impartial money and pensions guidance, backed by government.
- Pension Wise — a free appointment from MoneyHelper about taking money from a defined contribution pension, if you are 50 or over.
- Citizens Advice — free, confidential advice on benefits, work, debt and housing.
- StepChange — free debt advice from a charity.
- National Debtline — free, independent debt advice by phone (0808 808 4000) or online.
- Cruse Bereavement Support — support after someone dies, including a free helpline (0808 808 1677).
- Samaritans — someone to talk to, day or night, free on 116 123.
Accessibility
If something in the app or on the website does not work with the way you use a device — a screen reader, a keyboard, larger text — email support@oxygene.xyz and say so. Our accessibility statement sets out the standard we aim for and the problems we know about.
An email you did not expect
If you received an email from Oxygene Finance that you did not ask for, or a message that uses our name to ask for a password or money, forward it to abuse@oxygene.xyz.