Frequently Asked Questions  
 

About Getting Advice
About Giving Advice

Getting Advice -- Frequently Asked Questions

What is KEEN?

What does powered by Ingenio mean?
Websites with the “powered by Ingenio” logo rely on the Ingenio technology platform, which lets you use one email address (or member name) and password to sign in to all websites and services that are powered by Ingenio, use the same account information across all "powered by Ingenio" websites and services.
(Learn more about powered by Ingenio.)

I've forgotten my Password!
If you've forgotten your password and have a telephone number registered, click here and enter the email address under which you registered and the phone number associated with it. We'll send your password to this email address.

How do I add money to my account?
You can add money to your account in several different ways. We accept Paypal, as well as Visa, MasterCard, American Express and all credit cards, debit cards, ATM cards or check cards that are emblazoned with a Visa or MasterCard logo.

Can I get a refund on unused funds in my Keen account?
If you have money left over after your conversation, you can use it to talk to other advisors. You can also request that the balance in your account be credited back to your financial institution by filling out our Customer Support form.

Why can't I sign into the website?
If you're unable to sign in, please verify that you're using the correct password. Remember, your password is case sensitive. If you still can't sign in, you may be using the wrong password. Go to Forgot your password and enter the email address under which you registered and the phone number associated with it, and we'll email your password to this email address.

What do I do if I click "Call Now" and my phone doesn't ring?
If your phone doesn't ring, please check the following:

  • Make sure you've entered the correct phone number by clicking Personal Info. If you're using the same phone line to make calls and connect to the Internet, remember to disconnect from the Internet immediately after clicking "Call Now," to free up your phone line to accept your incoming phone call.

  • Make sure Privacy Manager (or any other system that blocks unidentified or 800 number calls) is not installed on your phone line. You may have to check with your local telephone provider.

How do I find an advisor whom I've spoken with in the past?
You can use the My Favorite Advisors section of "My Account" to view a list of all the advisors you've called in the past.

How do I update my Personal Information?
You can update all your personal information, including your member 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 check my account balance and account details?
You can review and manage all your account activity, including your account balance, transaction details, monthly spending summaries and call details, by visiting the Payment Info section of My Account.

Why do Keen charges appear on statements from my financial institution?
Charges to your payment method (PayPal account, or credit or debit card) are only done by Keen after we receive authorization.

What is your Satisfaction Guarantee?
We want every call you make on KEEN to be a satisfying experience. If it isn't, we'll credit your account for the amount of the call, up to a limit of $25. Contact Customer Support to learn how to apply for a refund.

How do I cancel my membership?
To cancel your account, please submit a request to Customer Service by visiting Customer Support and selecting "Cancel Request" in the title dropdown menu.

Frequently Asked Questions About Giving Advice

How do I get paid for the money I earn?
You can be paid in a variety of different ways for the money you earn on KEEN. You can request Direct Deposit, Express Pay, or a paper check. Learn more about your various payment options here.

How do I make changes to my per-minute fee and other information on my listing?
You can change any information on each of your listings by visiting the My Listings section of My Account. Click the Edit link next to the listing you want to update and scroll to the bottom of the page to update your price. Click OK, then Submit Listing, and your changes will be saved immediately. You must repeat this for each listing you want to update.

How can I receive more calls?
We're constantly working to bring you more new customers. Your level of success as an advisor depends heavily on how much time you put into marketing your listing. Take some time and review the Advisor Basics tutorial, especially step 2, Marketing your Business.

How do I change my availability if I'm not at my computer?
Call our Availability Hotline, 1-800-ASK-KEEN (1-800-275-5336) and press option 9. You'll be prompted to enter your phone number and the PIN # you received when you registered. After entering your PIN #, you'll be prompted to change your Availability. Press 1 to become Available and 2 to become Not Available. You can find more information about managing your availability in the Advisor Basics tutorial, or in the Availability help section.

Can feedback left by customers be edited or removed?
We follow some basic rules to help ensure that the feedback system isn't abused. We will remove feedback in the limited situations when those rules aren't followed. Please review our Feedback Removal Policy, which details what types of feedback can be removed and provides instructions for submitting feedback for review.

How do I make sure KEEN has all of my correct payment information?
It's a good idea to verify that we have the correct payment information for you (Payable to name, payment address, etc). To verify the information you have on file, and make sure you've requested payment, click the "Request Check" or "Request Direct Deposit" link in My Account.

What if I miss a call because my phone didn't ring, or the call came outside my schedule?
If you miss a call because we sent it to you when you didn't expect it, we want to know about it. Every time you miss a call you'll be sent an email detailing why. Simply reply to that email and let us know in what way the call was sent to you in error, and we'll promptly look into it.