How to contact Carta | support.carta.com

What updates can only be performed by Carta Support?

Updating account and portfolio details

Merge personal accounts: Consolidate personal login accounts.
To merge accounts, you must have administrator access to both emails to which your accounts are tied, as live verification via authentication codes will be required.
This workflow does not apply for merging portfolios. Carta's self-service tool allows users to merge two of the same portfolios under the same login.
Update portfolio name (complex accounts only): If your account has multiple portfolios, is jointly held, or is a trust, contact Support to reflect a legal name change in your Carta portfolio name.
If you have a single personal portfolio that you own outright and it is not a trust, you can update this yourself — see How do I update my name? Updating your name in either User Settings automatically syncs to the portfolio name.
Convert portfolio type: Convert your individual portfolio to an investor portfolio or vice versa.
Delete an empty portfolio or account: Remove a portfolio or login account that no longer contains any holdings.
- If your account has never had any portfolios or holdings, you can delete it yourself — see How to delete your empty Carta account.
  If your account or portfolio has ever held securities — even if they were later canceled or terminated — it cannot be deleted, by self-service or by contacting Support, due to SEC transfer-agent recordkeeping requirements. Support can help with related requests (for example, removing an unused equity plan or correcting a duplicate stakeholder record), but cannot delete an account or portfolio with any securities history.
Check account recovery status: View the status of an account recovery submission.

Correcting transactions

Reverse a transaction: Fix transfers, RSU settlements, partial cancellations.
Reverse a repurchase: RSA repurchase reversals always require Support. Certificate repurchases can be reversed on the front end if no termination has been processed by following the steps here.
Reverse a share class conversion: Undo a completed share class conversion only if the resulting certificate has already been signed by an officer or holder. If the resulting certificate is unsigned, you can reverse the share class conversion from your end by following the steps listed here.
Edit a transaction: Edit the details of transacted securities (like quantities or issue dates).
Reverse an acceleration: Correct an incorrectly entered acceleration before applying a new one.

Fixing security and certificate details

Modify an option or certificate type: Correct options issued under the wrong type (e.g., NSO instead of ISO) or certificates issued incorrectly (e.g., an RSA not linked to an equity plan).
If you need to update a grant's ISO disqualification date, you can follow these steps. This will allow you to update a grant from ISO to NSO as of a specific date.
Correct a security's share class: Update the share class that a security is associated with, in cases of clerical errors.
Full Access admins can use Carta's conversion tool to convert a certificate from one share class to another as of a specific date.
Connect a security to an equity plan: There are two situations where you may need to connect a security to an equity plan.
1. If the security was issued under the wrong plan (e.g., an RSA, RSU, or option grant linked to the wrong equity plan), you can update this directly using the Modify workflow.
2. If the security type is incorrect (e.g., a certificate was issued instead of an RSA), this requires escalation to Carta's support team. Please contact us for assistance.
Correct warrant information: Update a warrant label or correct the share class it exercises into.
Update a security's warrant/note block (convertible terms): Correct or update the block associated with a convertible or warrant.
Update a warrant/note block (convertible terms): Correct or update the details of a warrant/note block itself.
- If the block is unused, the terms can be updated through the Edit warrant block or Edit convertible terms workflows.
- Blocks that are in use must be updated by Carta Support.
Update a share class name or prefix: Correct a share class name or prefix entered in error.

Managing issued securities

Delete securities, stakeholders, or share classes: Completely remove entries created in error (and not linked to securities).
Stakeholder entries can only be deleted if there are no holdings within them. Stakeholder entries with terminated or canceled securities are retained for historical purposes.
Retract a security: Retraction removes previously applied signatures from the security. It is not the same as deletion.
Reassign a security: Fix a security issued to the wrong stakeholder.
Modify pre-split securities: Make corrections to securities effective before a stock split, even after the split has been processed.
Equity plan reclassification: Update an equity plan to associate it with a new share class.
Reverse an equity plan termination: Undo a termination made in error or update a plan's termination date.

Managing exercises and vesting

Cancel an approved exercise: Reverse an approved exercise request that should not have been completed. If the exercise is unapproved, a Full Access user can reject the request by following the steps listed here.
- If you are an employee, contact your issuing company to cancel your exercise on your behalf.
Modify vesting after a performance condition has been recognized: Adjust a vesting schedule after a performance condition has already been marked as achieved.

Enabling features

Enable net exercise: Allow company administrators to record exercises where holders exercised options using a portion of the shares to cover the exercise cost.
Enable Phantom equities: Carta staff can enable Phantom equities as an equity award type to manage non-dilutive equity, sometimes colloquially referred to as phantom stock.
Enable the Grant Editor tool: Allow manual adjustment of ISO/NSO splits on grants, including corrections to the $100k ISO annual limit.
Enable raising taxes on exercise: Allow company administrators to increase tax withholding on an approved exercise to an amount that exceeds the original exercise total.

Other requests

Assign Full access when no Full access user exists: Carta Support can grant admin permissions in the absence of an existing Full access company account user.
- Requires written confirmation from the company's verifiable CEO and verification of the user's active role.
Convert between LLC and C-Corp: Work with support staff to transition between entity types.
Audit 409A changes: Request a review of what changes were made to a 409A valuation entry within Carta (e.g., status, dates, or recorded values) — this is different from providing your external auditor with documentation about the valuation itself; see What do I do if I have audit questions about my 409A? for that.
Unarchive a data room: Restore a data room that has been archived.
Retract a Communication Center message: Remove a message sent in error through Carta's Communication Center.
Request paper certificates: Obtain physical stock certificates for issued securities.
Company administrators can submit a request to Carta Support to produce official physical stock certificates for any security. A printed PDF of the electronic certificate is not an official paper certificate. Stakeholders requesting a physical certificate must work with the issuing company directly - the issuing company must make the request to Carta Support on the stakeholders behalf.
Reflect a control agreement: Add or update a control agreement on your company's Carta account.
State re-incorporation: Update company records in Carta following a state re-incorporation.
Delete an incorrectly opened priced round: Remove a priced financing round that was created in error.
Unlock a draft set blocked by a board consent issue: Resolve a draft that's stuck in "Pending Board Approval" due to an expired FMV/valuation, a board member added after the consent was signed, or a board approval date that doesn't match your records.
Remove or void a board consent: Delete a board consent that can't be handled through Retract — for example, one that's already fully signed, or a duplicate created in error.

Health check errors

Some issues flagged by Carta's automated health checks require staff intervention to resolve. Contact Support if you see either of the following:

Certificate quantity mismatch: Carta's health check shows that a certificate's current quantity does not match the quantity recorded in the original transaction.
Health check errors labeled "contact Carta Support": Any health check that displays this message cannot be resolved self-service and requires staff assistance.