Support

Something's only roughly right? Let's sort it.

No prices are converting

Open the test page in Safari. It shows whether Roughly is running, so you can tell whether the problem is Roughly or one particular website. Then check these:

• Turn on the extension. On iPhone and iPad, go to the Settings app, then Apps → Safari → Extensions → Roughly. On iOS 17, it's Safari → Extensions → Roughly. On Mac, open Safari and go to Safari → Settings → Extensions.
• Allow it on the website. Open Roughly from Safari's toolbar. If it asks, allow it on the site. You can also allow it on every website in Safari's extension settings.
• Check Roughly's own switches. In the Roughly app, make sure Convert prices is on. In the toolbar popup, make sure Convert on is on for the site you're looking at.
• Check you have exchange rates. Roughly downloads them automatically when you're online. Open the Roughly app and look under Exchange rates: if you don't have up-to-date rates, connect to the internet and check back a little later.

Some prices converted, but not this one

• The symbol could mean several currencies. Plenty of countries use $, ¥ and kr. If the page doesn't settle which one it means, Roughly leaves the price alone instead of guessing.
• It's already in your currency. Those prices stay as they are.
• It's a rough figure or a range. Roughly skips amounts like $5M, €100k and €10-20.
• It isn't ordinary page text. Roughly can't read prices inside images, and it doesn't yet reach inside embedded frames. It also leaves search boxes, forms and other text fields alone on purpose.

A converted price looks wrong

The ~ means it's an estimate. Rates update about twice a day at most, and what you actually pay depends on your bank or card, so a small difference is normal.

A big difference usually means Roughly read a shared symbol as the wrong currency, such as Canadian dollars taken for US dollars. You can turn Roughly off for that website in the toolbar popup. Please also let us know the address, so we can look into it.

A website looks wrong with Roughly on

Open Roughly from Safari's toolbar and turn off Convert on for that website. The original prices come back straight away, and Roughly leaves the site alone from then on.

Changing your settings

• Your currency: open the Roughly app and choose a new Home currency.
• How prices look: choose Converted only or Next to the original under Show prices, in the app or the toolbar popup.

Still stuck?

Email roughly@turquoisehexagon.co.uk and tell us:

• The address of the page, and the price you were looking at.
• What you expected to see, and what you saw instead.
• Your device and its version (Settings → General → About on iPhone or iPad, or Apple menu → About This Mac).
• A screenshot, if it's something you can see.

We usually reply within a couple of days.