Help Center

Getting your portfolio in

How do I get my existing portfolio into SyndTrack?

Three ways, all available on Free: type a deal in by hand, import a CSV (including the ILPA format), or upload a document and let the AI extract it. CSV import is the fastest for more than a handful of deals: Dashboard > Import, and the column mapper shows you a preview before anything is saved. Nothing is written to your portfolio until you approve it.

Can I send documents in by email?

Yes, if you set it up. Create an import address under Email Imports and accept the AI notice, then forward a sponsor's email to it. PDF, PNG and JPEG attachments are read by the AI while AI extraction is on for that address, within your plan's AI parsing allowance (the email body is not sent; over the allowance a file is stored without being read), and each result waits in Email Review: nothing is added to your portfolio until you choose the deal and confirm. You can turn AI extraction off for an address, and its files are then stored without being read. (Mail to the contact addresses listed on the Contact page reaches our team as ordinary correspondence; it is never added to your portfolio.) Uploading the PDF directly and CSV import still work as before.

What does the AI actually read, and does it ever save something wrong?

It extracts amounts, dates, deal names, and document type from capital call notices, distribution notices, K-1s, and quarterly reports. It never writes to your portfolio on its own. Every parse stops at a review dialog showing the extracted fields next to the source document, and nothing is saved until you approve it. If a field is wrong, correct it in the dialog before approving.

Plans, trials and billing

How many deals do I get on the free plan?

You get 7 deals on Free, forever. Free also includes 10 AI document parses, CSV import, capital call and distribution tracking, 100 MiB of document storage, and the portfolio dashboard. Pro at $99/month, or $79/month billed annually, removes the deal cap and the parse cap.

Do I have to give a credit card to try Pro?

Yes. The Pro trial is 14 days and requires a card. The trial is available once per account: if you have started a Pro trial before, billing begins at checkout. The card is charged automatically when the trial ends unless you cancel first. You can cancel any time during the trial from Dashboard > Billing and you will not be charged.

I was charged and I did not mean to be. Can I get a refund?

No. Charges for a billing period that has started are not refunded, the same rule as section 4 of the Terms of Service. What you can do right away is cancel in Dashboard > Billing: that stops all future charges immediately, and you keep Pro access through the end of the period you already paid for. If a charge looks like a billing error rather than a renewal, such as the same period charged twice, tell us through the in-app help form (the Get help button in the dashboard) so we can look into it.

Your data and privacy

What happens to my data if I cancel or downgrade?

Nothing is deleted, ever, on cancellation. Pro access runs to the end of the period you paid for, then the account reverts to Free. If you have more than 7 deals, the 7 most recently updated stay visible and the rest are hidden until you upgrade again. They are still in the database and still in your export.

Can I get my data out?

Yes, on every tier including Free, with no request needed. Dashboard > Settings > Data and Privacy > Download data export gives you portfolio JSON (format syndtrack.export.portfolio.v2) with deals, capital calls, distributions, transactions, document metadata, and the most recent 5,000 audit-log entries. Signable document links in the instant JSON last 24 hours; background JSON links last 1 hour. The durable archive option includes the JSON, available document bytes, and a per-file checksum manifest in a ZIP, with a 7-day download link. External or missing files are reported in the archive manifest. Choose the JSON export with signed URLs when the archive's 100-document or 40 MiB cap is too small.

Do you connect to my bank or brokerage?

Connecting a bank is optional and never required. Bank-transaction import through Plaid is in validation and not yet generally available; when you connect it, SyndTrack never sees your bank login. Otherwise you enter deals yourself, import a CSV, or upload documents. Stripe handles payment if you upgrade, and we never see your card number.

Is my data private, and can sponsors see it?

No sponsor can see your portfolio, and no other user can unless you invite them to a shared deal. Data is encrypted in transit (TLS) and at rest (AES-256); browser-session queries run under Postgres row-level security keyed to your account, and server-side paths enforce ownership in code. We do not sell, lease, or share data with sponsors. Benchmarking does not change that: it places your deals against illustrative sample quartile ranges written for this application, not against anyone else's portfolio, so nothing of yours is pooled or compared across accounts. Full detail at /security.

Are you SOC 2 certified?

No. SyndTrack does not hold SOC 2 attestation and has not yet booked a SOC 2 audit or a third-party penetration test. That is stated plainly at /security rather than buried. If SOC 2 is a hard requirement for you, tell us through the in-app help form: it moves up the roadmap based on demand, and we would rather lose the deal than imply we have it.

How do I delete my account?

Dashboard > Settings > Data and Privacy > Request Account Deletion. Type DELETE MY ACCOUNT to confirm. Stripe billing is cancelled and your profile is anonymised immediately. Your shared snapshot, embed and calendar links and your API keys stop working immediately, and reversing a closure does not restore them. Closing ends any paid subscription immediately: the unused part of the current period is not refunded, and reversing a closure restores your data but not the cancelled subscription. To keep paid access to the end of your period, cancel in Billing first and close afterwards. Portfolio records, documents, and exports are kept for 30 days after closure so support can reverse a mistaken closure, and are then deleted automatically by a daily job. Audit, legal and consent, compliance, billing-notice, and webhook records, and our internal records of the deletion itself, are deliberately retained, and data shared into a workspace stays with that workspace: fields naming you as author, inviter or sender are cleared, and the internal identifier left on those records no longer maps to any account. Backups made before deletion are not edited and expire on their own schedule. Export your data first if you want a copy: the export is one click on the same screen and it is yours to keep. If you cannot sign in, submit an erasure request through the contact form; identity verification applies before we act on it.

Using SyndTrack

Can my CPA or advisor see my portfolio?

Not yet. CPA and advisor seats are invite-only while that capability is in staged rollout, so a new Pro subscription does not include them; allowlisted accounts that already have seats keep them. What works today without a seat: export your K-1 summary as a CSV and send it directly to your accountant, or generate a read-only shareable snapshot link for a quick portfolio-performance overview (aggregate stats only, no deal names or documents) — neither needs your login on their end.

My parse failed or the numbers came out wrong. What now?

The document itself was saved; only the extraction failed, and your parse credit is restored automatically. Hit Retry on the document to re-run the parser, or click Edit and enter the fields by hand: manual and parsed entries are identical everywhere downstream, including the K-1 export. If it fails twice on the same document, send it to us through the in-app help form (the Get help button in the dashboard) and we will look at the file.

Why does my IRR look different from the sponsor's number?

Almost always a cash-flow date or a valuation difference, not a math difference. SyndTrack computes XIRR from the actual dated cash flows you have entered, plus current value. A sponsor's projected or since-inception IRR may use different dates, include unrealized appreciation differently, or be net of different fees. Open the deal, check that every contribution and distribution has the right date, and see /about/methodology for exactly what we compute.

Troubleshooting and recovery

I cannot sign in. What should I try?

Open /sign-in and use the same sign-in method you used when you created the account. If you use a password and cannot remember it, choose the password-reset option in the secure sign-in form and complete the emailed reset. If the sign-in page says it is unavailable or will not load, use Try again once. If you are still blocked, do not create a second account: use the contact form at the bottom of this page and include the email on the account and the exact error you see.

My CSV will not import. How do I recover?

Go to Dashboard > Import and confirm the file ends in .csv and is no larger than 10 MiB. Choose the source guide that matches the file, or download the SyndTrack deal or transaction template and copy your data into it. Select the file, then choose Next. If Preview shows errors, choose Back, correct the file, and upload it again. When all rows are valid, choose Next; on Ready to Import, choose Import. Nothing is added until Import succeeds, so a validation failure does not partially change your portfolio.

AI is unavailable or I do not want to use it. Can I keep working?

Yes. For documents, choose Upload without AI and enter the figures yourself; if a parse already failed, use Edit for manual entry. CSV import never sends the file, headers, or rows to an AI provider. Deal scoring is optional, so choose Skip scoring. Manual and parsed records use the same portfolio fields downstream.

Checkout finished, but Pro still says it is confirming. What should I do?

Stay on Dashboard > Billing while the page checks for the Stripe subscription update. The neutral 'Checkout complete. Activating your plan...' message means Pro is not active in SyndTrack yet; do not start a second checkout. If it changes to 'This is taking longer than usual' or still shows Free after a short wait, refresh Billing once. If it remains unresolved, use the dashboard Get help button and include the account email, approximate checkout time, and any Stripe receipt or error text. Do not send card details.

My portfolio export link expired. How do I get a new one?

Go to Dashboard > Settings > Data and Privacy and run the export again. Document links in an instant export last 24 hours; links in a background JSON export last 1 hour. A durable archive is available from the same panel with a 7-day result link and up to 100 documents / 40 MiB of document bytes. An expired background job shows Expired and can be replaced with a new request. External or missing files are reported in the archive manifest.

How do I contact support if I cannot sign in?

If you can sign in, use the Get help button in the dashboard so the message includes account context. If you cannot sign in or do not have an account, use the contact form at the bottom of this page. Include the account email, page URL, action you attempted, exact error text, and approximate time. Never include a password, card number, bank details, or full tax identifier. A submitted message confirms receipt only; no response time is promised.

Enforced limits

These values come from the current deployment's enforcing configuration. Rate limits may vary when deployment settings override the defaults.

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