Kenekoi Support

What to include

Providing these details helps us understand the problem:

• The email address used for your Kenekoi account.
• Whether you use an iPhone, iPad, or Android device.
• The steps that led to the problem and any error message you saw.
• A screenshot, if it does not contain private information.

Never send your password, one-time login code, payment card number, or access token.

Premium subscriptions

Manage or cancel Premium

Open Kenekoi, go to Me, and choose Manage Premium. You can also manage the subscription directly through the store where you purchased it:

• Manage Apple App Store subscriptions
• Manage Google Play subscriptions

Deleting Kenekoi or deleting your Kenekoi account does not cancel an App Store or Google Play subscription.

Restore a purchase

Sign in to Kenekoi with the same account and app-store account used for the purchase, open the Premium screen, and use the restore option. If Premium still does not appear, email support with the store used and the approximate purchase date. Do not send full payment details.

Billing and refunds

Apple and Google process mobile subscription payments. Charges, cancellations, and refund eligibility are handled by the store where the subscription was purchased.

Sign-in help

• Check that you are using the same Google, Apple, or email sign-in method you originally used.
• For email sign-in, check the spam or junk folder for the one-time code.
• Request a new code if the previous one has expired.
• If you used Hide My Email with Apple, continue using Sign in with Apple.

If you still cannot sign in, email support and tell us which sign-in method you used. Do not send your one-time code.

Learning progress or app problems

Confirm that you are signed in to the expected account and that your device has an internet connection. Then close and reopen Kenekoi and install any available app update.

If the problem continues, contact support with the book or activity name, what you expected to happen, and what happened instead.

Delete your account

You can delete your account from Profile & Settings → Delete Account. If you cannot access the app, follow the instructions on our Account Deletion page.

Policies

• Privacy Policy
• Terms of Service