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    Send us a message to learn more about Planto and understanding if we’re right for you.

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    Planto's Help Center

    Frequently Asked Questions

    Planto currently connects to 50+ financial institutions in Hong Kong, with more to come very soon. To link and sync your accounts as a new user:
    1. Go to the Home tab and click Link Your Bank Account
    2. Pick the bank(s) you currently have accounts with
    3. Input the relevant online banking Username and Password(s)
    4. Let the magic happen. You will see a breakdown of your Credit Card transactions, Investment, Loan and Mortgage amounts under the Accounts section of the Monitor tab
    5. You can subsequently add more bank accounts in the Monitor tab by clicking the '+' icon in the top-right corner and selecting Bank Account
    After you sync your bank accounts, a breakdown of your income and expenses is shown in the Monitor tab under the Transactions section. Transactions can be viewed By Category or By Date.
    To sync accounts through Planto, you simply link to the system the same way you would through Online Banking, inputting the username and password. Planto ensures that these details are never stored on our servers or on the cloud. For more information, click here.
    Planto currently supports two kinds of goals: Buy a Property and Custom Goals. More goals are coming very soon!
    1. Click on the + icon in the Home tab
    2. Choose the type of goal you want to set and follow the next steps
    To set spending targets:
    1. Go to Home and click on Set Your Spending Target
    2. Answer a few questions about your target savings and click Confirm
    You will see Your Spending Target and be able to compare Total Spent in the current month.
    To input cash transactions:
    1. Go to the Monitor tab and click on “+” on the top right corner of the screen
    2. Click on Cash Transaction
    3. Select a category and input the amount and description
    Planto目前只會將呢類交易記錄歸入「電子錢包」類別。Planto團隊正努力研究點樣完美地處理，一有新消息會馬上通知大家。
    Please refer to our Security page for detailed information.

    Getting Started

    Planto currently connects to 50+ financial institutions in Hong Kong, with more to come very soon. To link and sync your accounts as a new user:
    1. Go to the Home tab and click Link Your Bank Account
    2. Pick the bank(s) you currently have accounts with
    3. Input the relevant online banking Username and Password(s)
    4. Let the magic happen. You will see a breakdown of your Credit Card transactions, Investment, Loan and Mortgage amounts under the Accounts section of the Monitor tab
    5. You can subsequently add more bank accounts in the Monitor tab by clicking the '+' icon in the top-right corner and selecting Bank Account
    After you sync your bank accounts, a breakdown of your income and expenses is shown in the Monitor tab under the Transactions section. Transactions can be viewed By Category or By Date.
    To set spending targets:
    1. Go to Home and click on Set Your Spending Target
    2. Answer a few questions about your target savings and click Confirm
    You will see Your Spending Target and be able to compare Total Spent in the current month.
    To input cash transactions:
    1. Go to the Monitor tab and click on “+” on the top right corner of the screen
    2. Click on Cash Transaction
    3. Select a category and input the amount and description
    Planto currently supports two kinds of goals: Buy a Property and Custom Goals. More goals are coming very soon!
    1. Click on the + icon in the Home tab
    2. Choose the type of goal you want to set and follow the next steps

    Transactions

    After you sync your bank accounts, a breakdown of your income and expenses is shown in Monitor under Transactions. Transactions can be viewed By Category or By Date.
    You can click on the month you want to go back to on the section above the Total Expense bar.
    You may want to re-categorise certain expenses that are pre-defined by Planto. To do so:
    1. Click on the transaction you want to recategorise
    2. Press Change Category
    3. Pick the relevant category for the transaction
    4. If you want Planto to remember the recategorisation, click on the star next to Remember My Choice. It should turn purple and it shows you have set a categorisation rule
    At times you may want to ignore transactions as they may not be real expenses incurred. To do so:
    1. Click on the transaction you want to ignore
    2. Press Ignore Transaction and the transaction will be taken out
    Planto provides insights on your spending in the following way and they can be found in the Insights section of the Monitor tab

    Breakdown of spending by categories

    This is shown as a pie chart and analyses and categorises expenses in the current month as well as spending incurred since your first sync with Planto.

    Month-on-month comparison

    This is shown as a line graph and compares the spending of the current and previous months on different days. You can drag the dotted line to see data across different days.

    Recurring expenses

    The recurring expense insight identifies a your regular expenses to offer clarity on your spending and to let you discover whether there has been any subscriptions that may have been forgotten.

    Top merchants

    Ranks your top merchants in the current month and since first sync.

    Connecting Accounts

    To sync accounts through Planto, you simply link to the system the same way you would through Online Banking, inputting the username and password. Planto ensures that these details are never stored on our servers or on the cloud. For more information, click here.
    Below are the common errors that users may encounter and the suggested solutions.

    You are always welcome to Contact Us when you encounter issues.


    Login details did not match

    This happens when you input the incorrect username and/or password.

    Suggested Solution: We suggest that you try again by inputting your credentials on Planto at most twice. If it still fails, try logging on to your Online Banking to see if it works. If your online login works, please contact us and we will investigate the issue immediately. If it doesn't work on the Online Banking interface, you may try to reset your password and then try again.


    General Error

    This happens when the error cannot be specifically identified. This could be due to new inputs from the bank’s end such as a request to accept new terms and conditions etc.

    Suggested Solution: You should try and login through online banking to see if there have been any change in the bank’s website. Alternatively, you can contact us and we will try to identify and resolve the issues as soon as possible.


    Maintenance Error

    This happens when each bank’s website undergoes maintenance. The time differs depending on the banks, however it usually happens late at night or during the weekend.

    Suggested Solution: You will need to wait until maintenance is complete. This will also be the case when logging on online banking.


    Two Factor Authentication Timed-Out

    This happens when the OTP (one time password) provided by the bank expires - usually 90 seconds. It can also happen if the internet connection is a bit slower.

    Suggested Solution: You can try logging in again to request for a new OTP.


    Two Factor Authentication code is incorrect

    This happens when the OTP (one time password) input is incorrect.

    Suggested Solution: You can try logging in again to request for a new OTP.


    Change Password Error

    This happens when banks require you to change your password after a period of time for security reasons.

    Suggested Solution: You will need to login to online banking and follow the instructions from the bank on updating passwords.

    Other Questions

    We're always looking for suggestions for new features or things we can improve on. Reach out to us through email, in-app Live Chat or on Facebook!
    If you have any questions, queries, or encounter any problems throughout your journey with Planto, we are always available through the following channels:
    • In-App: Live Chat
    • Email: hello@planto.hk
    • Facebook Inbox
    • Phone: 6178 0504

    Forgot Password

    Click on Forgot Password on the Log In page and input your email address. Planto will send you an email to reset the password.

    Change Password

    In any tab of the app, click on the top left Profile icon and go to Change Password. After pressing Confirm, an email will be sent to you to reset your password.

    Planto目前只會將呢類交易記錄歸入「電子錢包」類別。Planto團隊正努力研究點樣完美地處理，一有新消息會馬上通知大家。

    Have more questions?

    Send us a message to learn more about Planto and understanding if we’re right for you.

    Talk to us

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