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Most Kinse issues fall into a few categories: calls not going through, notifications not arriving, or billing questions. Work through the section below that matches your situation. If nothing here helps, message Kinse support from the app or contact support at the bottom of this page.

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Calls not happening

Start by checking these three things in order:
  1. Phone number format: Open person edit and confirm the phone number is correct. Include the country code (for example, +12025551234). A missing country code or extra characters can block calls.
  2. Check-in times: Confirm check-in times are set for this person under Calls → Check-ins. If no times are set, or times do not match when they are available, calls will not go out. Cora will not call until you set a time.
  3. Plan status: Open Billing inside Settings (app.kinse.io/billing). Outbound phone check-ins need a paid plan. If you still see Choose a plan to start phone check-ins, choose Essentials or Everyday. Past due also stops scheduled calls until billing is resolved.
After you change a phone number or check-in times, allow time for the next scheduled call. Calls use their local time.
If calls worked and then stopped, check billing first.Go to app.kinse.io/billing. Past due means a renewal charge failed: use Manage in Polar to update your card. If unpaid chrome shows Choose a plan to start phone check-ins, complete checkout to resume outbound calls.If billing looks fine, confirm no one changed their phone number or check-in times by mistake.

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Medication issues

If something important happened on a call but you did not get notified:
  1. Notification preferences: Go to Settings → Notifications and confirm Important alert emails, Summary emails, and Push on this device match what you want. Click Save preferences.
  2. Quiet hours: Alerts may wait until quiet hours end. Emergency override can still allow critical alerts through.
  3. Browser or device permissions: For push alerts, see “Not receiving push notifications” below.
If a medication you added does not appear:
  1. Refresh the page: Hard refresh (Ctrl+Shift+R on Windows, Cmd+Shift+R on Mac) to clear a stale view.
  2. Confirm it saved: Complete and save the medication form. If you left the page early, add it again under Calls → Medications.

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Notifications

Push requires permission on this device:
  1. In browser settings, open Notifications or Site permissions.
  2. Find app.kinse.io and set permission to Allow.
  3. In Kinse, go to Settings → Notifications and turn Push on this device off and on to reconnect.
  4. Click Save preferences.
If you previously blocked notifications for Kinse, remove the block in the browser before Kinse can ask again.
Use a test notification under Settings → Notifications to verify delivery.
If expected emails do not arrive:
  1. Check spam: Mark Kinse messages as not spam so future mail lands in the inbox.
  2. Verify your email: Settings → Account should show the address you expect.
  3. Notification settings: Confirm Important alert emails, Summary emails, and Membership emails as needed, then Save preferences.

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Account and login

Sign-in defaults to email OTP. Enter your email, then use the one-time code Kinse sends.If the email is not on an account, you will see: We couldn’t find an account with that email. Please check your email or sign up to create a new account.You can also choose Use password. For the password path, use Forgot password on app.kinse.io, enter your email, follow the reset link, then sign in. Check spam if the email does not arrive within a few minutes.For the full sign-in path, see Sign in.
Invitations sometimes land in spam. Ask them to check junk mail for Kinse.Resend from Care Circle → Care team: find the pending invite and choose Resend invite.
Ask them to safelist the sender before the resent email arrives.

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Billing

When a charge fails, status becomes past due and you should get email notice. To fix it:
  1. Go to app.kinse.io/billing (Billing inside Settings).
  2. Open Manage in Polar (available when you have an active Polar subscription).
  3. Update your payment method.
  4. Polar retries the charge; when it succeeds, status returns to active and calls resume.
If you do not have a Polar subscription yet, use Choose a plan instead of the Polar portal.
Contact support or email support@kinse.io with your account email. Rare sync or payment issues between Kinse and Polar can show the wrong status; we can investigate and restore access.
Still need help? Email support@kinse.io or sign in at app.kinse.io.