Support — doble

Last updated: September 23, 2026

Contact us

From the app, which is fastest: Settings → Talk to us. It's a chat: you write, we reply right there, and you get a notification on your phone when we do. You can answer from the notification itself, without opening the app.

We're available Monday to Saturday, from 7:00 a.m. to 8:00 p.m., Colombia time. Outside those hours, write to us anyway: we'll reply as soon as we're back.

You can attach images to the chat. We ask you to send only what we need to understand your case: a screenshot of your bank carries account numbers and balances. Images are kept in a private space — they have no public address — and they delete themselves after 90 days from the last message.

By email: soporte@doble.money.

To report a bug or suggest something: Settings → Feedback. That form automatically attaches the version, the device, the system and the language, so we can reproduce what you tell us.

doble is developed by HNTR S.A.S., tax ID 901.633.274-6, Medellín, Colombia.

Frequently asked questions

How do I connect my bank?

doble never connects to your bank and never asks for your credentials. It reads the email alerts your bank already sends you.

1. Open Banks in the app.
2. Pick your bank and copy the address doble gives you.
3. In Gmail or Outlook, create a rule that forwards your bank's emails to that address.

The app shows you the exact steps for Gmail and for Outlook. From then on, every alert turns into a transaction by itself.

I connected my bank but no transactions show up

Check that your email rule is forwarding all of your bank's emails, not just one specific alert, and that the destination address is complete. If nothing comes through, write to us and tell us which bank: every bank has its own email format and we can add it.

A transaction came in with the wrong amount or category

You can edit any transaction: press and hold it in the list, or open it and fix it. If you change a merchant's name or category, doble learns it and gets it right next time.

What does doble+ include and what does it cost?

When you create your account you get a 30-day trial with everything included. After that, doble+ comes in three plans (individual, for two people, and family), monthly or yearly. The exact price in your currency appears inside the app, under Plans, because your country's store sets it.

The subscription renews automatically at the end of each period unless you cancel first.

How do I cancel my subscription?

Cancelling is done in the store where you bought it, not inside doble:

• iPhone or iPad: System Settings → your name → Subscriptions → doble → Cancel subscription.
• Android: Google Play → your profile picture → Payments and subscriptions → Subscriptions → doble → Cancel.

You keep access until the end of the period you already paid for.

I bought the two-person or family plan — how do I invite someone?

You'll find the invitation under Settings → Plan. The person who receives it opens it, signs in to their doble account, and is covered by your plan. Your subscription must be active at the moment they accept.

Can I use doble in another currency?

Yes. doble handles more than 40 currencies and is available in 6 languages (Spanish, English, Portuguese, French, German and Italian). Each account lives in its own currency, and your net worth is converted to your base currency at the day's rate.

How do I delete my account?

From the app: Settings → Account → Delete account. Your data is deleted as described in the Terms and Conditions and the Privacy Policy.

Will doble ask me for my bank credentials?

Never. Not the password, not the full number of a card, not the security code, not the PIN, not a one-time code. Through no channel: not the chat, not email, not phone, not message. If someone asks you for them claiming to be from doble, it is not doble.

The only thing the app asks for in order to recognize an account or a card is the last three or four digits —the same ones that appear on your statement and in your bank's alerts. With that it knows which of your accounts each transaction belongs to, and nothing more: those digits on their own cannot be used to pay or to get into your bank. The field does not accept more digits than necessary, and neither does the database.

Who reads what I write in the chat?

Only you and the people on our team authorized to handle support. It is not a public channel and other users don't see it. The text is kept for as long as your account exists — it's the record of what you asked and what we answered — and it's deleted along with your account. Images are deleted after 90 days.

What do you do with my data?

We do not sell your data and we do not use it for advertising. The full detail — what we collect, what for, and who it is shared with — is in the Privacy Policy.

Write to us: soporte@doble.money