🚧 Known Technical Issues
Last Updated: February 25, 2026
We know how frustrating it can be when something doesn’t work as expected. Below is a list of currently known issues on our platform, along with what you may experience and what we’re doing about it. Our teams are actively monitoring and working on these items.
If If you encounter an issue with Keen, please feel free to also visit https://www.keenstatus.com/ to check if there are any open incidents on the live site.
If you don’t see your issue listed below, please reach out to our Support team so we can take a closer look.
💻 Web Platform Issues(Browser)
Recommended Browsers: Chrome, Firefox, Safari
| Web: Known Issues | Status |
| Customer List Loading Delays | 🟢 Resolved |
| Delayed, duplicate, call/chat monitor notifications | 🛠️ Investigating |
| Inaccurate Chat Timer | 🛠️ Investigating |
| Chat messages missing or being marked sent instead of read | 🛠️ Investigating |
| Missing play button for listing videos on category page | 🛠️ Investigating |
🛠️ Web Troubleshooting Tips
- Clear Cache & Cookies: Most browser-based glitches can be resolved by clearing your data.
- Check Extensions: Ad-blockers can sometimes interfere with our "Submit" buttons.
📱 Advisor Mobile App Issues (iOS & Android)
Minimum OS Requirements: iOS 14+ | Android 6+
Current Advisor App version: 4.6.7
| Advisor App: Known Issues | Status |
| Little to no chat notifications, leading to a declined chat | 🛠️ Investigating |
| Accepting a chat does not open up the chat page | 🛠️ Investigating |
| Chat messages missing or being marked sent instead of read | 🛠️ Investigating |
| Declined emails being sent for customer couldn't connect issues | 🛠️ Investigating |
🤝 For Advisor App troubleshooting tips, please visit the 📱 Advisor Mobile App – All-in-One Guide
🔔 How to Stay Updated
If you are experiencing one of the issues above, you don't need to open a support ticket. We recommend:
-
Check our Status Page: For real-time server health, visit https://www.keenstatus.com/
- Sign up for email notifications to get immediately notified when an incident is posted.
- Update your App: Always ensure you are running the latest version from the App Store or Google Play.
Note: If your issue is related to billing or account security, please contact our Support Team immediately.
Still Need Help?
If you’re experiencing an issue not listed above—or if the suggested steps didn’t resolve the problem—our Support team is here to help.
Please contact us with:
- A brief description of the issue
- Whether you’re using the app or the web version
- Your device, operating system, or browser details