When you need assistance, we're here to help!
If you're looking for a specific feature, search our comprehensive help documentation with the loupe up top.
For data-related problems, check out the Troubleshooting Data Issues guide.
For anything else, just write to support@mycapitally.com.
And don't forget our community forum where you can discuss with other users and get peer support (we're also there!).
Preparing Diagnostic Information
In some case, we might need some diagnostic information that will help us understand the issue better and reproduce it on our side.
Capitally offers built-in tools to help diagnose issues while protecting your privacy. They can be found in the upper-right menu under Diagnostics.
Download diagnostic logs
Generate an anonymized diagnostic report to send to our support email. This helps us understand the problem better without exposing your sensitive data.
It contains internal identifiers, high-level actions you performed in the last few minutes, and diagnostic details of all the errors you've encountered.
To get these, just to go the top-right menu -> diagnostics -> Download diagnostic logs.
Export anonymized project
For complex issues, you can export an anonymized version of your project, so we can load it up on our side and recreate the issue.
Asset names, notes, position sizes, quantities and values are all randomized, while the structure, used market symbols and prices remains intact.
You can anonymize it further, by importing this project yourself and removing data that is not relevant to the issue before exporting it again.
Remember - due to encryption, we don't have any access to your data, apart from you send to us via email.
To make an export, head to top-right menu -> diagnostics -> Export anonymized project.
Export only problematic items
You can send us only the items that are posing a problem - like a single asset or transaction.
go to the Portfolio,
open the respective Position/Asset/Transactions tab,
enable selection,
select the item to be exported,
click Export -> Export items at the bottom
Exporting a Position will export the Asset, Account and all it's transactions
Copying error details
If you receive an error, there will be a small copy button next to it. By clicking it, you will copy the error details that you can send us. These details are already included in the diagnostic logs.