Trouble Accessing my Keen Account

In the unlikely event that you are unable to log into your Keen account online, please try the below steps to gain access and transact on Keen. There are 3 main reasons you may be having issues logging into your Keen account outlined below.

Account Status

If you have recently signed up to be an advisor on Keen and have submitted your identity verification information, in some instances our automated system may be unable to automatically verify what you have submitted. If this happens, you may lose access to your account until someone from our Play Fair team has manually reviewed your account. 


If you are not a new Keen advisor but are suddenly unable to access your account, it is possible that our Play Fair team altered your ability to access it. If Play Fair has taken such actions, they will send an email directly to you. Please keep in mind that Customer Support cannot reopen accounts that have been closed by Play Fair. You can reach out to Play Fair through the Customer Support form.


Incorrect Email or Password 


If you’ve entered in the incorrect username/email address or password, you will receive an error message saying “You’ve entered an incorrect username or password. Please try again or click here to reset your password”. 


You can also fill out the forgot password form here


After too many failed attempts with incorrect passwords, you will be locked out of your account for 10 minutes. You will be notified with an error message saying “Too many attempts. Please try again in 10 minutes”. 


For security reasons and your own protection, Customer Service cannot see your Keen password. If you’re having trouble receiving the password reset emails please double check your spam or junk email folder. If you still cannot locate the reset password email please contact us.


Accessing Keen on the Advisor App

For security reasons, if your mobile phone’s clock is not automatically synced, you won’t be able to log into the Keen advisor app. Please check your clock settings on your phone and switch it to “Set Automatically” on both iPhone and Android to log in. 


If you also have the Keen customer app on your phone, you may have issues with logging into the advisor app at the same time. Please log out of the Keen customer app before logging into the advisor app. 


Logging into Keen Over the Phone

If you’re still having issues with accessing your Keen account online you can change your availability over the phone to receive Keen calls. To do so, you’ll need to know your PIN and call in from the primary number that's currently on your Keen account.

  1. Call into 1 (800) ASK-KEEN (1-800-275-5336)
  2. The prompt will ask you to enter your 4 digit PIN followed by the pound key (#)
  3. Select “2” for the advisor menu.
  4. Your current availability status will pay. Press “1” to change your availability.
    1. To change the availability to online press “1”
    2. For arrange calls press “2” 
    3. To go offline press “3”
  5. You can also change your primary phone number by pressing “2” after changing your availability.

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