Like any growing platform, Finelo has faced its share of user concerns over the years. From billing confusion to customer service delays, the investment education for everyone platform hasn’t been immune to the growing pains that come with scaling to over 1.15 million subscribers. But if you’ve been hesitant to try their gamified learning experience due to past complaints, it’s worth taking a fresh look at what’s changed in 2026.
The company has made significant improvements to address the most common finelo problems, particularly around customer support response times and billing transparency. Here’s what users are experiencing now.
The Concerns That Needed Addressing
The most frequent finelo complaints historically centered around a few key areas:
These weren’t deal-breakers for most users – Finelo still maintains a solid 4.6-star rating across 16,000+ Trustpilot reviews. But they were friction points that needed attention as the platform grew.
What Changed in 2026
The most noticeable improvement has been in customer support. Where users once waited 3-5 days for responses, the support team now typically responds within 24 hours. They’ve also streamlined their billing system to make subscription options clearer upfront.
The technical infrastructure has seen upgrades too. The mobile-first platform now handles login issues more gracefully, and the account creation process has been simplified to prevent the duplicate account problems that frustrated some users.
Perhaps most importantly, Finelo has gotten better at setting expectations. Their onboarding now clearly explains that this is an educational platform with a risk-free investing simulator, not a live trading platform. This has reduced complaints from users who misunderstood what they were signing up for.
Real Support Experiences from Recent Users
The proof is in the pudding, and recent Trustpilot reviews show how these finelo issues fixed are playing out in practice:
“It’s definitely a great program. I have learned quite a bit. He had a few problems at the beginning, but by talking to the customer service department, we were able to get those straightened out. I’ll give it a five overall.”
- LK, Trustpilot (December 2025) Read full review
This review highlights exactly what we’re seeing – issues do still crop up, but they’re getting resolved through customer service interactions.
Another user had a more mixed experience but praised the support quality:
“I really love this app. It’s extremely informative and breaks everything down so that a beginner in finance can fully understand. I gave this app only 4 stars due to the many tech issues that I have. Login issues, multiple accounts created, so much confusion with the price structure is what took away a star. It’s so unfortunate, but customer service is extremely helpful and professional so it’s not that bad. Overall I love this app and can’t wait to learn more daily.”
- Portia W., Trustpilot (November 2025) Read full review
While Portia still experienced some technical hiccups, her experience with customer service was positive enough to keep her engaged with the platform.
The educational value continues to shine through in user feedback:
“As a beginner, Finelo has helped me understand the basics of trading and I am looking forward to learning more.”
- duncanolowu, Trustpilot (December 2025) Read full review
“Wealth of clear knowledge shared. Helped me understand where I should be investing my money.”
- customer, Trustpilot (December 2025) Read full review
Users are finding real value in the bite-sized lessons and practical applications:
“Well, by reading this lessons it helped me to understand the importance of decision making in real life. I am actually a farmer and I lost a lot of money because of not knowing how to make decision, plans and investments diversification.”
- djezíma djezíma lunda, Trustpilot (December 2025) Read full review
“This is a great learning platform. I have not traded in a few years. This platform helped me to refresh my memory and I’m ready to start investing again.”
- nanaworld, Trustpilot (December 2025) Read full review
How to Get Help When You Need It
If you do run into issues, here’s what to expect from Finelo’s support process in 2026:
Contact method: Email support@finelo.com with your specific issue Response time: Typically within 12 hours for most inquiries What to include: Your account email, device type, and detailed description of the problem
For billing questions, include your subscription details. For technical issues, mention which device and operating system you’re using.
The support team has gotten better at providing step-by-step solutions rather than generic responses, which has improved resolution rates significantly.
The Verdict: Better, But Not Perfect
The improvements to Finelo’s customer support and technical infrastructure have addressed many of the common complaints from 2024 and early 2025. Response times are faster, billing is clearer, and technical issues get resolved more efficiently.
That said, it’s still not perfect. Some users still experience the occasional login hiccup or billing confusion. And it’s worth remembering one important limitation that some users mention:
“Finelo is a good educational tool, and has been a good refresher course. But the hype is a bit misleading as it is not a trading platform and you lose access if you stop your subscription.”
- Anon, Trustpilot (December 2025) Read full review
This user makes a fair point – Finelo is an educational subscription service, not a one-time purchase or live trading platform. If you’re looking to learn trading basics through practice with their risk-free investing simulator, it delivers. Just know what you’re signing up for.
The platform’s journey from beginner to confident investor remains solid, with 150+ hours of content and a gamified learning experience that keeps users engaged. The 2026 improvements have simply made the experience smoother when things don’t go according to plan.