🛠️ Troubleshooting & Technical Issues

Welcome! If you’re experiencing technical issues—or receiving automated emails about missed, declined, or unconnected sessions—you’re in the right place. This page is designed to help you understand why you’re receiving missed calls/chats or declined emails, how to identify and troubleshoot the underlying issue, and what steps you can take to prevent it from happening again, so you can get back up and running as smoothly as possible.

✅ Basic Troubleshooting Checklist

Before reaching out to Support, we always recommend:

1. Restarting your device
2. Updating your app or browser
3. Testing a different browser or device
4. Deleting and reinstalling the Advisor App
5. Checking your internet speed and stability

These steps resolve most technical issues quickly.

❓ Why Am I Getting These Emails?

You may receive automated declined or missed emails when our system detects that a call or chat did not successfully connect. Previously, only missed sessions triggered an email, but these notifications were expanded to give Advisors more visibility when a request is declined and the option to follow up with the customer if appropriate.

While we understand there are times when declining a chat is necessary, declining sessions while marked as available can create a poor experience for customers, especially new ones. These emails also help us identify and track potential technical issues, many of which we’re actively investigating based on Advisor feedback. If you encounter a technical issue, please set your status to Unavailable until it’s resolved to help prevent confusion or missed opportunities.

This can occur for several reasons, including:

• A call or chat drops before fully connecting
• Network instability or poor connectivity
• App or browser interruptions
• Audio or device permission issues
• The system registering a declined or missed attempt due to a failed connection
• Issues on the customer’s end 
• Known Advisor App issues

These emails are sent automatically to bring potential technical issues to your attention early, even if the issue was unintentional or outside of your control.

🚨 Common Technical Issues & Fixes

Connection Issues (Calls, Chats)

If your call or chat won’t connect, or drops unexpectedly:

Try this first:

1. Refresh the page or restart the app
2. Check that you have a stable internet connection (Wi‑Fi or cellular)
3. Switch networks if possible (Wi‑Fi → cellular, or vice versa)

Still not working?

1. Clear your browser cache and cookies
2. Update your app or browser to the latest version
3. Disable VPNs or ad blockers temporarily
4. Take a look at the following guide pages for more troubleshooting steps: 
   • Unable to take calls
   • Unable to take chats on the Keen website
   • Unable to hear chat alerts on the Keen website
   • Unable to take chats on the Advisor App

Audio or Microphone Problems

If you can’t hear the other person or they can’t hear you:

1. Make sure your microphone and speakers are enabled
2. Check your device’s sound and permission settings
3. Test your audio using your device’s built‑in sound test
4. Try using headphones or a different microphone

Login or Account Access Issues

Having trouble signing in?

1. Double‑check your email and password
2. Reset your password if needed
3. Make sure cookies are enabled in your browser
4. Disable any VPN connections
5. Check for known outages on our Status page
6. If you see an error message, note it and contact Support

App or Website Performance Issues

If the site or app feels slow, frozen, or glitchy:

1. Update your browser or app
2. Close unused tabs or applications
3. Restart your device
4. Clear cache and reload

📣 Known Issues & System Status

We post updates about outages or known issues in real time whenever possible on www.keenstatus.com.

👉 Check System Status to see if we’re already working on a fix.

👉Check for known issues to see if we need your help or more information to get this resolved.

💬 Still Need Help?

If you’ve tried the steps above and are still experiencing issues, our Support team is here to help.

When contacting Support, please include:

• A brief description of the issue
• What you were trying to do when it occurred
• The device and browser/app you’re using
• Screenshots or error messages (if available)

👉 Contact Support

💡 Helpful Tips

• For the most stable experience, we recommend using the latest version of Chrome, Safari, or our mobile app
• A strong, stable internet connection will significantly improve call and chat quality
• Keeping your device and browser up to date helps prevent many common issues

We know technical issues can be frustrating, and we appreciate your patience. Thanks for giving us the chance to help get things back on track!