Support

Ask a person

One address, for anything: support@joinrowan.com. You don’t need an account to write to it, and you don’t need to know which department you want — there is only one.

It helps to tell us the mobile number the account uses, and — if it’s about someone you watch over — their first name. It never helps to send a password, a full account number, or a security code. We don’t need them, we can’t use them, and nobody here will ever ask you for one.

If money is moving right now, call your bank before you write to us. Rowan is read-only: it can see money move and can never move it, which also means it can’t pull a payment back. Your bank’s fraud line can, and that window closes fast. Afterwards, report it at reportfraud.ftc.gov.

Did you get a text from Rowan?

There are four reasons a text from Rowan reaches anybody, and no others:

• You connected an account. You opened a family member’s link and signed into your own bank yourself. After that we say hello once, and then only speak up about that connection.
• Someone named you as a trusted contact — a sibling, a caregiver, whoever they wanted looped in if something looked wrong.
• You asked for a sign-in code. Those arrive seconds after you tap for one. A code you didn’t ask for is a code to ignore: it means somebody typed your number who shouldn’t have, and there is nothing you need to do about it.
• You texted us first. If you have our number and you send us something that looks off, we answer it — a reply isn’t something we started, and you don’t need any relationship with Rowan to get one. We don’t publish that number anywhere, so if you don’t already have it, this one isn’t you.

And three things are true of every real message from us:

• We never ask you for a password or a security code. Not by text, not by phone, not by email. A message that says it’s Rowan and asks for either is not from us, whatever it looks like.
• We can’t move your money. Rowan asks your bank for exactly one thing — permission to read transactions. It can never move, send, or spend a dollar, so there is nothing for anyone here to talk you into.
• Every link we text starts with joinrowan.com. We don’t use link shorteners, and we don’t send links to anywhere else. If the address doesn’t begin that way, don’t open it.

There is one message about money that we do send, and only to a person who is paying for Rowan herself: a link to update her own payment method, at joinrowan.com. If a family member is the one paying, you will never get a text from us about a payment at all.

Still not sure about a particular message? Paste it into Second Look. It’s free, there’s nothing to sign into, and it will tell you in plain English what it sees — including on a message that claims to be from us.

And if none of the four describes you — nobody in your family mentioned Rowan, you never opened a link, nobody asked to name you as a contact, you never tapped for a code, you never texted us — then don’t act on it, and please tell us at support@joinrowan.com. We’d want to know.

Rowan says the bank connection needs a refresh

Nothing is wrong and nobody did anything wrong. Banks expire these connections every few months, on their own schedule, and ask the account holder to sign in again. Until it’s reconnected, new activity on that account may stop reaching us — which is why the prompt doesn’t go away on its own.

If it’s your account: open your own Rowan link — the same one you used to connect the first time — and tap Reconnect my bank. You sign in at your bank the way you did before. Nothing else about the connection changes.

If you’re watching someone else’s account: the reconnect prompt stays on your home screen until it’s dealt with, and it offers two ways out. Send a fresh link texts them one they can answer on their own phone, which is the usual answer. Reconnect does it in your app instead — but it asks for their bank sign-in on your handset, so it’s for when you’re sitting next to them.

We’ll also email you about it twice, a day after it happens and again a week later, and then we stop. The prompt stays put either way.

You got an alert and you don’t know what to do

Open the alert and tap What to do next. That screen lays the pattern out in order, and then gives you the two things that are actually hard in the moment: words for the conversation with the person whose account it is, and a short summary written for the bank, to read out if you call their fraud line. Both can be copied.

A phone call is usually the first move, and it’s the part Rowan can’t do for you. Ask what’s going on before any more money moves.

An alert is a reason to look, not a verdict. Rowan works on patterns: it can speak up about a transaction that turns out to be perfectly ordinary, and it can stay quiet about one that isn’t. What we don’t claim is written out in full on the security page.

Making the texts stop

Reply STOP to any text from us and the texts stop. There is one consequence worth knowing before you do it, because it surprises people.

If that’s what you wanted, it’s also available without texting anything: open your own Rowan link and use Disconnect & delete my data there. Stopping, and what happens when you do sets out exactly what is deleted, in what order, and which single part of it depends on your bank rather than on us.

Two cases where none of that applies. If you’re a trusted contact rather than the person being watched, STOP only takes you off the list — there is no bank connection of yours for it to touch. And if you sign into Rowan yourself, your six-digit login codes are texts too: replying STOP to the number they arrive from stops those, which also means you won’t be able to sign in by text until you reply START.

Who can see the account

• The family member who set it up sees the transactions on the connected account — the merchant, the amount, the date — and whatever Rowan flagged. It’s about as much as they’d see reading a paper statement, and it’s the whole point of them being there.
• A trusted contact — a sibling, a caregiver — sees far less. The text they get names a first name and carries a link, and no amount, merchant, account, or reason. The page behind that link holds no personal information either. What a text to a helper does and doesn’t say has the detail.
• Asking Rowan to check a message is different. If the person being watched sends one over, the family member is told only that a check happened and that it looked like a scam — never the message, never who it came from. A message that comes back clean is nobody’s business but hers.

Outside that, the Privacy Policy names every company we hand data to and what each one gets.

Paying for it, and stopping

Watching your own money is free. Watching someone else is the part that costs something, per person, and the numbers are on the pricing page. Nothing is charged for inviting someone — the charge begins when their bank connection actually completes, and you choose per person whether it goes on your card or theirs.

Stopping is the same action as disconnecting. The charge is attached to a live connection, so ending the connection ends the charge: when the last watched account is disconnected, the subscription is canceled and there is nothing further to pay. Either the person being watched does it from their own link, or replies STOP, or you close your whole account — see below.

If that link is long gone and you just want us to stop watching someone, email support@joinrowan.com with their first name and we’ll take it from there.

Past invoices and receipts are in the app: Settings → Billing → Manage billing & receipts.

Deleting your account and the data with it

In the app: Settings → Delete account. The screen lists what goes and what stays, and asks you to type the word DELETE, because this can’t be undone.

Your account closes straight away — you’re signed out and can’t sign back in — and any subscription is canceled, so you won’t be charged again. Gone with it: your profile and sign-in, everyone you were watching, every bank connection and the transactions we synced, your alerts and history, and your trusted contacts. We disconnect the banks at Plaid so we no longer hold access to them. Erasing the last of it usually finishes within a few minutes, once your bank confirms the disconnection; if something blocks it, we’re alerted automatically rather than leaving it stuck.

Not quite everything goes, and the exceptions are deliberate. A record of what you were charged and when survives, because we’re required to keep it for payment disputes — with your name, email, and phone number stripped out of it. So does a small set of records we have to retain for legal reasons, listed under Data retention & deletion. Your usage analytics are deleted too, within a few days.

If you can’t get to the app — you deleted it, you changed phones, you never installed it — email support@joinrowan.com or privacy@joinrowan.com and ask us to delete the account. Tell us the mobile number it uses. This one is handled by a person rather than a button, so it takes longer than the in-app route and we may need to confirm the account is yours first, for the reason given under Your privacy rights. We’ll write back when it’s done.

If you’re the person being watched, there is no account to delete. You never had one — no app, no password, nothing to sign into. What Rowan holds about you is the bank connection and what it read, and disconnecting deletes it. Open your own Rowan link and use Disconnect & delete my data, or reply STOP to a text from us.

Where the rest of it is written down

• Security — what Rowan can and can’t do with bank access, how we store what we hold, and what we deliberately don’t claim.
• Privacy Policy — what we collect, who we share it with, and how long each kind of record lives.
• Terms of Service — the rules of using Rowan, including its limits.
• Found a security problem? That has its own address and its own promise: Reporting something.