Frequently Asked Questions from Customers

How do I add funds to my account?

Adding funds to your Keen account is easy. Simply visit Add Funds, to add funds to your account. Please note that the minimum amount to add is $10.
To add funds over the phone, call 1-800-ASK-KEEN (1-800-275-5336), enter your PIN follow by #. Press 4 for account information or to add funds. Press 1 if you would like to add funds or Press 2 if you would like to add a credit card.

How do I find an advisor?

You can find an advisor several ways:
  • To find a new advisor, simply visit your My Keen page and select "Get Matched" 
  • To find an advisor for a specific topic, select the topic from the Advisors drop down menu. You can then filter by price, availability and ratings.
  • You can locate advisors you’ve spoken with before on Favorite Advisors.

How do I request a credit card or PayPal refund?

To request a refund for your unspent balance, simply send us an email using the Customer Support Form.

When will my advisor be available for a reading?

Not every advisor posts a schedule but if an advisor has a schedule, you will see it on their listing. If not, you can always contact them via Keen Mail or Ping.

What should I do if I was unsatisfied with my reading?

Our Satisfaction Guarantee policy allows us to credit one unsatisfactory conversation every 30 days for up to $25.00. Please note that all requests must be submitted within 72 hours of the conversation. To request a Satisfaction Guarantee credit, please visit the Satisfaction Guarantee page and follow the steps for requesting a credit.

How do I become an advisor?

To apply to become a Keen advisor, simply visit Give Advice and begin your application. Due to overwhelming demand, applications may take several months to be reviewed.

Where can I find an advisor's extension?

You can find the advisor's extension by clicking on their name to review the advisor's full listing.

How do I redeem a promotion?

If there is an available promotion on your account, you will see a banner that states "Redeem now" at the top. Follow the steps and the promotion will be applied.

Why was I charged the same amount multiple times?

Keen utilizes a billing option called Seamless Pay, which allows for customers and advisors to continue their conversation uninterrupted, at the advisor's per minute rate. This option pre-authorizes for 10 minutes at a time at the advisor's rate, ultimately billing you only for any minutes you used.

I'm experiencing technical issues.

We want to get you connected with your advisor as quickly as possible. Please let us know using the Customer Support Form what is happening so we can assist you right away.

I can't log in, I forgot my password!

To reset your Keen password, simply visit the Forgot Password page and send yourself a password reset link. 

How do I update my Personal Information?

You can update all your personal information, including your user name, password, phone number, PIN or email address, on My Personal Info. Remember to click the "Update" button at the bottom of the page in order to save your changes.

How do I cancel my account?

Keen does not charge a membership fee so if you do not wish to be charged, you simply do not need to use your account. If you have any questions, please contact our Customer Service team by visiting our Customer Support form.

How do I reopen my account?

To reopen your Keen account, please contact our Customer Service team by visiting our Customer Support form.

 

Still have a question? Contact us!

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