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Frequently asked questions
Signing into Pineapple
At Pineapple, we want to make it easy to get started. That’s why we have built a web app. We’ve removed the hassle of downloading and installing yet another app onto your device.
Instead, to get and keep accessing the Pineapple app, all you have to do is head to https://app.addpineapple.com/pineapple . From your favourite browser menu, select “Add to Home screen”. This will create a neat little shortcut that stays on your device (with our logo to help you find it) .
Want do things the old way? Send us your feedback here
How do I sign up?
Signing up to Pineapple is easy. All we need is your name, email address and a secure password.
First, we ask your name so we can keep our conversations with you nice and friendly. Not comfortable with that? Choose what you’d like us to call you but keep it decent please.
Your email address is used as a primary Pineapple account identifier. We will use it as part of the log in process and to send you important insights and information about your money, spending and saving trends as it becomes available.
If you want to change the email linked to your Pineapple account, let us know at whatsup@addpineapple.com and we’ll get onto it for you.
We want you to pick a secure password and keep it safe. Even though you can’t move money around in the Pineapple app (it stays safe in the bank), protecting your data and privacy is very important so take a moment and make sure your password is up to scratch.
*** UPDATE *** We now have social sign on! Yay!
How do I log in?
Head to https://app.addpineapple.com/pineapple . Find the “login” button in the top right of the screen and click it. All you need is your email address (the one you joined the Creator Program with) and password from there.
How do I log out?
Simply click on the cog at the top right of the screen within the app. This will display the menu. Select the "log out" option.
Note: For your security, you will will be automatically logged out after 20 minutes of inactivity.
I have forgotten my username
Forgotten your username? Ouch! We can help. But you will have to get in touch and pass our verification checks before we can do anything. The process starts by dropping us a note at whatsup@addpineapple.com . Too many failed attempts to recover your account will result in it been deleted and you will need to start again with the Pineapple app.
I have forgotten my password
Forgotten passwords are like the rough end of a pineapple. Just click the “Forgot password?” link on the log in screen and the steps are smooth from there.
Using Pineapple
We want Pineapple to be a simple app you can use to stay on top of your money. Even though version 1.0 may seem basic, it’s by design.
We are working on added features that will be just as simple to understand and use. Pineapple is all about peeling away the complexity of banking, finances, portfolios, credit, interest etc etc… and leaving you with just the sweet insights and information you need to make decisions, take action and get on with your life.
How do I view my Accounts?
At Pineapple, we want to make is easy for you to see where your money is. It’s your one quick stop to view info on your linked bank accounts and financial services.
To start with, we summarise the balances by institutions or provider. To see the individual account details, simple click on the section to reveal the dets.
Worth noting – the Account view always shows your latest balances, with a small time lag to get the information to us.
Want historical balances? Vote for it here
How do I see my Overview?
At Pineapple, we’ve developed a smart algorithm that categorises all of the financial transactions made on accounts you have linked up. The smart part is in the simplicity.
Our extensive research and in-depth customer testing led us to an important insight… People think about their money movements in simple categories…
Income (what I have been paid)
Bills (please, when will they stop?)
Spending (includes the fun stuff)
& Waste (you know, pesky fees and interest charges you can get rid of)
We included a category on transfers for completeness. Mostly this picks up movements of money between your accounts.
To view the transactions within each category, simple click on the section to reveal the dets.
We know our AI isn’t perfect. It learns as more people use it. But gets better quicker when you tell us when we get it wrong. Happy to point out our flaws? We are too. Drop a note through the "Ask Us" form along with some details and we’ll get on to fixing it.
Want to see categories differently? Vote for it here
How do I view different Months?
To help you understand your money trends, we aggregate your transactions by month.
To select a different month, simply select it from the calendar option at the top, centre of the app. How far back you can go depends on how much history is made available by your bank or provider. That’s all changing with Open Banking. To learn more, click here
How do I view the Menu?
Simply click on the cog at the top right of the screen within the app. This will display the menu.
Included are quick links to get in touch with us, provide your feedback and get fast answers. We’ve also linked up our terms of service, information about the wallet and privacy policy.
We’ve also included a quick link to get back to the Basiq platform so you can manage the direct links to your accounts and data.
There is a “logout” option plus a simple way to delete your account.
Even though we would never want to see you go, we understand break ups happen and we don’t want it to be painful for you. Instead, we have an automated process that will instantly delete your account and all your data from our systems. We want you to be free to move on. In return, all we would like you to do is tell us why you want to go.
Want more options? Let us know what you’re after by providing your feedback here
Your accounts
As part of setting up Pineapple, you will be asked to link to our trusted provider, Basiq. You don’t have to, but Pineapple works with the data linked through the Basiq platform. Not linking any accounts will result in you getting a good look at our sweet logo and that’s about all.
Why are my accounts missing?
The most important thing to check is that your accounts have been linked through the Basiq platform. If they haven’t been linked, they won’t show up in Pineapple.
To connect bank accounts or financial products to Pineapple, you will need to use the Basiq platform. The easiest way to get there is to use the green “+” button in the bottom right corner of the Pineapple app. This will pop out the Basiq logo. Click on it to be taken to the Basiq platform. A menu will then display the services that can be connected.
Got an account that you would like to link to the Pineapple app that is currently unsupported, please let us know through the "Ask Us" form
How do I get back to Pineapple from Basiq?
When inside the Basiq platform, you can return to the Pineapple app by clicking anywhere on the green bar that says “<- Click to return to Pineapple” at the top of the screen.
Note: Using the browser or device OS “back” button may result in the link between Pineapple and Basiq breaking or your session expiring.
My accounts don’t look right
Occasionally, the service connecting banks and financial service providers is interrupted. This can be due to planned maintenance and outages. The Basiq team are committed to providing A grade service and work round the clock to make sure this is minimised.
To get help with a problem, hit the "Ask Us" form and we’ll get straight on it. We have a batphone to Basiq’s tech team and will sort it out fast.
My balances are wrong
Sometimes things may not look 100% right. The most likely reason for this is a delay refreshing your data.
We use the Basiq platform. Once accounts are linked through this service, the data is regularly refreshed. It can take time to synchronise the data and depends on the number of accounts linked and the number of transactions. Normally the process completes within 1-2 minutes but it can take up to 20 minutes for large volumes of data.
If it becomes an ongoing problem, please let us know through our feedback form .
How do I refresh my data?
A simple reload of the page will make sure the Pineapple app is up to date. Sometimes it takes 1-2 minutes to refresh the underlying data held in the Basiq platform.
Transaction categories
At Pineapple, we’re all about simplifying your money for you. To do this, we’ve come up with some easy to understand categories.
Income (what I have been paid)
Bills (please, when will they stop?)
Spending (includes the fun stuff)
& Waste (you know, pesky fees and interest charges)
We included a category on transfers for completeness. Mostly this picks up movements of money between your accounts.
How do you determine the categories?
We do our best to correctly categorise your transactions and use Australia’s best provider to help us. Look Who’s Charging works with banks and financial service providers all over Australia to make sense of the messy and confusing transaction data.
Look Who’s Charging provide Pineapple with additional information about transactions, like the real merchant or business name and type of business they are. The Pineapple AI uses this information, to determine the type of transaction it is.
Sometimes, a merchant, business or transaction can fall into different categories. Think Bunnings. For the tradies out there, it’s like to be a work expense. For the DIYers, it’s regular spending. We do our best to categories transactions and are always learning.
Think we should have a different category? Let us know your thoughts by providing your feedback here
What if there’s a transaction that’s miscategorised?
If something doesn’t look right or if it’s clearly wrong, let us know through our feedback form and we’ll get it fixed up.
What if a transaction description looks wrong?
If something doesn’t look right or if it’s clearly wrong, let us know our through feedback form and we’ll get it fixed up.
Linking to the Basiq Platform
As part of setting up and using Pineapple, you will be asked to create a secure profile with our trusted provider Basiq. You don’t have to, but Pineapple works with the data linked through the Basiq platform. Not linking any accounts will result in you getting a good look at our nice logo and that’s about all.
Not comfortable with the Basiq platform? Let us know why by filling in this short feedback form.
How do I link accounts through Basiq?
To link accounts to Pineapple, you first need to head to the Basiq platform. To make it simple for you, we’ve added the step to Pineapple app sign up process. If you skipped this, there was a problem or you want to go back and add more accounts, this is simple to do too.
The easiest way to get to the Basiq platform is to use the green “+” button in the bottom right corner of the Pineapple app. This will pop out the Basiq logo. Click on it to be taken to the Basiq platform.
On the following screen inside the Basiq platform, we will present you with the available providers
Next, you will be asked to provide you username and password details. Once completed, you will be returned to the summary page.
It can take time to synchronise the data and depends on the number of accounts linked and the number of transactions. Normally the process completes within 1-2 minutes but it can take up to 20 minutes for large volumes of data.
If it becomes an ongoing problem, please let us know through our feedback form.
What type of accounts can I link through Basiq?
You can connect:
Banks (all the majors plus many more)
Credit Cards (like Amex, Lattitude and 28 degrees)
Investments and Insurances (including superannuation accounts)
For the full list click here
What if my bank / financial service provider isn’t available?
For the full list of Supported & Planned Providers, click here
If you have an account that you would like to link to the Pineapple app that is currently unsupported, please let us know via our "Ask Us" form. We have a batphone to the Basiq team and will get straight on it.
In the current version of the Pineapple app, we will display all Banks and Credit Cards linked. We are working on other account types including Points, Investments and Digital Money.
Can I trust Basiq?
Yes. Basiq are a trusted and respected provider of data access and aggregation services and work with many banks in Australia.
How do I return to Pineapple from Basiq?
When inside the Basiq platform, you can return to the Pineapple app by clicking anywhere on the green bar that says “<- Click to return to Pineapple” at the top of the screen.
Financial Wellbeing Score
Money can get complicated. So here at Pineapple, we're simplifying it for you.
The awesome team at Melbourne Institute: Applied Economic & Social Research at the University of Melbourne have developed a measure of Financial Wellbeing. They have been kind enough to make it available to us. It works in two parts.
Part 1
The first part of your financial wellbeing score is based on what we call “reportable” data. It’s what you think and feel about your money and your financial situation.
Your financial wellbeing score will be formed based on your responses to 10 questions that ask about your perceptions and experiences of money.
You will be asked about:
- how you are meeting your financial obligations
- whether you have financial freedom to make choices
- whether you are in control of your finances
- whether you are financially secure
Part 2
It’s coming and will be based on what we call “observable” data. It will use actual transaction information to determine your score alongside your reportable data described above.
More information will be made available when the feature is released in the very near future. It won’t replace your current score, rather add to it to provide a fuller picture of your current situation as it compares to others.
Want part 2 now? Vote for it here
How is my score calculated?
Your score is determined based on your answers, using a complex algorithm.
What does it mean is I have a low / medium / high score?
You can find out what your score means by visiting www.addpineapple.com/survey
Can I complete the survey again?
Yes! Of course.
Checking in on your financial wellbeing over time is important.
Research has proven that you are likely to improve over time just by taking the survey. The psychology behind it is complex as expected but has to do with bringing the subject to the front of your mind and making more conscious decisions about your money.
Find the link to the survey here
Settings
We’ve kept the settings simple to start with. We get that managing your money can be complicated so we’re keeping our app nice and simple for you.
How do I get to the settings menu?
To access the settings, simply click on the cog at the top right of the screen within the app. This will display the menu.
What settings are available?
Included are quick links to get in touch with us, provide your feedback and get fast answers. We’ve also linked up our terms of service, information about the wallet and privacy policy.
We’ve included a quick link to get back to Basiq so you can manage the direct links to your accounts and data.
There is a “logout” option plus a simple way to delete your account.
Even though we would never want to see you go, we understand break ups happen and we don’t want it to be painful for you. Instead, we have an automated process that will instantly delete your account and all your data from our systems. In return, all we would like you to do is tell us why you want to go.
Something missing? Tell us what by completing the short feedback form here
Beta testing program
We are really excited to launch Pineapple and help young Australian’s better manage their money and start saving for a sunny day.
Right now we are looking for people who want to get on board to test our Beta version, give us lots of feedback and create the next set of exciting features with us. It’s a sweet deal at no charge.
If you want to be better with money and #saveapineapple a week, tell us why you’d like to be part of our Creator Program.
To sign up to the Creator program, simply fill in the short form available here
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