Support

If you're having difficulty using Toucan or have comments, get in touch and we'll respond as soon as possible.

You can also use any of our contact details to schedule a chat at a time that suits you and your preferences.

Our office hours are:

Monday to Friday, 9am till 6pm

support@usetoucan.com

Emergency resources

If you are feeling low or suicidal
speak to someone now

Call 999 if you or someone you know is in immediate danger. You can ask to stay on the line while you wait for help to arrive.

You can also call Samaritans on 116 123, which is available 24 hours and free.

Common Questions

About Toucan

Toucan is an app that allows anyone to share the burden of managing money with someone they know and trust.
Toucan uses Open Banking to securely connect to a bank account, then sets up alerts around spending and balance. When Toucan spots something, we send a message to a trusted friend who can check in and provide support.
Open Banking was created by banks to allow their customers to share money data safely with other companies. It works in the same way you might use Facebook to log into a website, but instead you use your online banking details so another company can see your transactions and balance.
Currently we’re funded by “Open Banking for Good” by Nationwide, and are looking for similar grants and partnerships. We are not looking to charge our customers for Toucan any time soon.

Using the Toucan app

You can only connect one account, but we are working on supporting more soon.
Toucan fetches up to 12 months worth of transactions as well as your balance. Beyond this, we can’t access your money or move things around.
We can’t access your money or move it around.
Toucan does not store online banking logins or sensitive information. We do store up to 12 months worth of transaction data as well as your balance. We also store your account name, bank, and the last four digits of your account number e.g. Current Account, Nationwide, ****1234.
We support all major banks and some challenger banks. This includes RBS, NatWest, Ulster Bank, Lloyds, Bank of Scotland, Halifax, Barclays, Santander, HSBC, M&S, First Direct, Nationwide, Allied Irish Bank, Danske Bank, Monzo, and Starling.
There is no fee for using Toucan.
You can do this by following the instructions to reset your password on the login screen. If you want to change your password, log out and reset your password this way.
We’d be sad to see you go, but if you need to delete your account for any reason contact us on support@usetoucan.com

Your trusted friend

We have written a guide to money conversations, so your friend knows how to best provide support. We recommend you both use it as a starting point.
You don’t have to add anyone unless you feel comfortable. We highly recommend this step as Toucan works best with others, but you’re welcome to use our alerts in whichever way suits you.
Because removing a friend might in itself be a sign of distress, we currently let them know of any changes. If you feel someone is using Toucan to control you, follow our advice on reporting abuse.
Having disagreements is normal. Toucan recommends you follow up once things settle, and find some common ground. When you’re ready, have a discussion about whether you should use Toucan together and explore options.

You can find tips for having money conversations from the Money Advice Service
If you’re going on holiday or otherwise want Toucan to stop alerting you or your friend, talk to them first and let them know how long you’ll be unavailable for. You can disable any alerts in the app.
Toucan takes reports of abuse very seriously, and will help on a case by case basis. If you suspect someone is using Toucan to control, bully, or scam someone, please report it immediately.

We recommend that you do not engage with someone you suspect of harm directly. To report someone contact us on report@usetoucan.com

Becoming a trusted friend

You’ve been invited because someone trusts you to have money conversations. Toucan helps this by sending you alerts about your friend’s money, so you can check in and make sure they’re OK.
If you weren’t expecting this invite, you might feel overwhelmed at the idea of becoming someone’s trusted friend on Toucan. You can always decline, and we’ll handle this sensitively. Either way, we recommend you both talk before accepting or declining.
Toucan will let your friend know that you declined to become their ally. We’ll also give your friend some next steps, so they move on quickly. You shouldn’t hear from Toucan again afterwards.
You can always stop being someone’s trusted friend at any point. We recommend you let your friend know first, as we will notify them that you’ve withdrawn.

Supporting someone

We have written a guide to money conversations, so you know how to best provide support. We recommend you both use it as a starting point.
We recommend talking to who nominated you since they can remove you using the app. You can also contact us on support@usetoucan.com. If you feel someone is using Toucan to control you, follow our advice on reporting abuse
Having disagreements is normal. Toucan recommends you follow up once things settle, and find some common ground. When you’re ready, have a discussion about whether you should use Toucan together and explore options. You can find tips for having money conversations from the Money Advice Service
If you’re temporarily unable to be a trusted friend, the best thing to do is to talk with whoever nominated you and let them know how long you’ll be unavailable for. They’ll be able to temporarily disable any alerts for you from within the app.
Toucan takes reports of abuse very seriously, and will help on a case by case basis. If you suspect someone is using Toucan to control, bully, or scam someone, please report it immediately. We recommend that you do not engage with someone you suspect of harm directly. To report someone contact us on report@usetoucan.com

Still have questions?

If you can’t find what you’re looking for email us on support@usetoucan.com.

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