Standard support
Direct email support, step-by-step documentation and user guide, an onboarding checklist, and a published version history with checksums for every release. Most questions are answered without ever sharing your data.
Support that keeps you in control
A real person at Granite Hall Solutions handles every request, and we aim to send a first reply within two business days. Because FI Investment Tracker runs entirely on your own machine, we can help you without ever touching your portfolio data. You stay in custody of your numbers even while we troubleshoot. Pick the right inbox below and we'll get you back to a clean close.
Support is included with every license. There is no separate support contract to buy. We aim to send a first reply within two business days, and we answer anything that blocks a month-end close or a regulatory filing first. Onboarding and first-close help are included with every license; hands-on import and file-mapping help is included from Operations Ledger up. If you received our November 2026 letter, column-heading help is included on every plan, Core Ledger too: email us your file's column headings, never the data, and we reply with the exact headings to use.
Implementation & onboarding
Bringing your holdings in? From Operations Ledger up, we help map your import file and balance the imported totals back to your last month-end report; on Core Ledger we help with column headings if you received our November 2026 letter. On every plan, we help set up your NCUA / FFIEC report packages and review your first month-end close with you, so you're confident before you rely on it.
Security & vendor review
Your IT or risk team can request our vendor due-diligence packet: our local-first data-custody model, code-signing details, and software bill of materials (SBOM). We answer security questionnaires directly, and because your portfolio stays on your own machine, encrypted, the data-custody answers are short.
Recover quickly, on your own machine
If something looks wrong, you can often recover on your own without sending data anywhere. The app keeps on-device restore points, including one before each import and month-end close, and takes a safety copy before a restore point is rolled back. Restoring an encrypted backup file replaces the ledger on that computer, so keep a current backup first. Email [email protected] and we'll walk you through it.
To open a request, send only your app version, platform, license status, backup status, and a screenshot or log of the issue. Crop or blur CUSIPs, balances, and member details in any screenshot before you send it. That's almost always enough. Please don't send portfolio files, imports, GL balances, or report packages. Keeping your member and portfolio data on your machine is the whole point.
Who to contact
Reach the right team directly. Use support for product help and onboarding, security for vendor-review and risk questions, and billing for licenses and invoices. We reply from hello@granitehallhq.com, the Granite Hall Solutions mailbox behind FI Investment Tracker, so allow that sender. General questions, including replies to our letter, can go straight to that address.
Replacing a computer? Free its seat yourself in the app: open Subscribe (the License and Billing screen) and release the old computer under Computers On This License. If the new computer reports that the activation limit is reached, type your license key on its Subscribe screen, choose Show computers, and release the old one there. Lost the key? Email support from the address you purchased with. To cancel or change billing yourself, use the billing portal on your download and license page (the page you landed on after checkout).
Still evaluating?
See exactly how we handle your data and what your IT team will ask about.