Hi, I’ve been a long time user of Emma for account tracking and budgeting and am getting increasingly frustrated that you have lost you way and are just focussed on selling me stuff. If you concentrate on keeping the basics working then you won’t need to keep nagging me to pay and upgrade, I will want to do it. As it is I am already paying £50per year and it feels like the basic features are not getting the attention they deserve. For example, I went in to the app today and a whole load of regular transactions were mis-categorised, which is just basic functionality, like my mortgage payment has been the same for the last 2 years, and today instead of being categorised as mortgage was just ‘general’. Same for lots of other transactions. The UI is also not being thought through properly, my transaction category is being truncated after 3 characters for some of them, for no apparent reason?? Lots of other little things all over the app too. Please, get back to being a really great budgeting app with extra features and stop being a financial app with a bit of budgeting stuff on the side that doesn’t really work anymore - unless that’s who you are now, in which case, fair enough, I will move on.
Can you raise this to live chat so we can take a look?
Do you mind sharing a screenshot here or post it to live chat?
If you message live chat for any issue you see in the app; we can action it right away. We do offer live chat support Mon-Fri 9am-6pm on every plan (Free, Plus, Pro and Ultimate).
We are shipping, at least, one app update per week and the backend is constantly improved daily. We have a whole team of people working through everything; so any type of feedback is welcome, but live chat works the best so we can action it. From the community, we can’t see much unfortunately.
Raise what? I’ve obviously recategorised it to mortgage now, so what should I do, set it back to General, screenshot and send?!? My point is this is basic stuff that you should be testing before you do a release. If you want me to be a tester and spend time reporting bugs (and there’s a lot) then you’ll need to pay me - at least provide me a free license.
Hi @Themitch,
Thanks for your feedback — we really appreciate it.
Unfortunately, we’re unable to locate your account via the community, so this isn’t the best place to report bugs or account-specific issues.
With hundreds of thousands of active customers, there can be many reasons why a category might have changed — and it’s not always due to a bug. If you reach out to our support team through the app, they’ll be able to look into your account directly and provide more specific help.
Thanks again!
With this said, I’ve identified the issue on your account and escalated it with an engineer.
Hi @Themitch,
I’m sending you a direct message with the timeline of events; it was not a bug unfortunately.
I have been having the same issues. Miscategorisation of regular transactions, logos missing from major retailers, recurring transactions not being picked up. It’s very frustrating.
Hi @DW104,
If you can message us via live chat, we’ll be able to take a closer look at everything.
Reporting bugs in the community is quite hard for us to replicate and investigate—unless it’s an app-wide issue affecting everyone. Otherwise, it’s like trying to find a needle in a haystack!
Thanks for understanding 
As per @Themitch bug above - there was no issue.
I understand the product can be difficult to understand and we, as a company, need to do better to make it simple; but the best way again is to reach out to live chat, we can always take a look regardless if it’s a bug or not.
There have always been occasional blips, but I’ve just had this for the second time on the same postings as well as for the first time on another group.
In an effort to try and help your engineers I can tell you exactly which postings are affected.
They correlate to two separate instances where my Barclaycard was fraudulently used, so then stopped and reissued.
The affected transactions were in pending on the card when the card was stopped.
I can almost understand those at the time of the stopping, but it is totally weird that for the April 2025 fraud the October 2024 transactions are put back to General again!!
Can you please reach out to live chat? We’ll be able to take a proper look from there.
For these kinds of issues, we really need more context—this isn’t something the community can help with effectively 
I’m happy to take the feedback on board, but as it stands, the only way for us to replicate the problem would be to get a Barclaycard, hope for some fraud, and then try to reproduce what you’re seeing—which isn’t exactly ideal!"
Not sure what more you would get from Live Chat.
You have my name here so can access my details anyhow (I give explicit permission). The frustrating thing is that categories change back, splits are undone and saved receipts are lost.
I appreciate it is because you draw data from Barclaycard and others as they present it and if that changes the amendments in Emma are lost.
It is my fault in taking all data again when I in turn download data into a spreadsheet, but between all these things it rules Emma out as a realistic tool for tax accounting/recording.
That is the item for the Emma Community to consider.
Hi David,
If you message our live chat with the transaction date, amount, and the change you’re referring to, we’ll be able to verify it for you.
When we receive generic statements in the community, it’s very difficult for us to start any investigation.