Help & Customer Support

If you're having problems signing into your account, please make sure that your email address or user name is spelled correctly and that Caps Lock is turned off (passwords are case sensitive). If you are still having trouble, you can reset your password. If you have any questions, please contact our Customer Support team or call us at 1-866-973-8294.

You can find your PIN on the Personal Information page. You can reach the Personal Information page from within your My Account page either via links on the page, or by hovering over the person icon in the upper right hand side of the page, and selecting Personal Information from the menu.

We use your credit card to verify that you are over 18 years old and are eligible for the offer. Adding your credit card also allows you to easily continue your conversation after your free minutes are up, if you wish.

The Transaction Details page will allow you to review all of your account transactions on a monthly basis.

You can add funds to your account on the Add to Account page or over the phone.

Customer Support can refund any balance over $1 back to the payment source. To request a refund, contact our Customer Support team and select "Payments & Refunds" as your subject.

Promotional credits and free minutes from special offers and advisors can be seen in your account under "Free Minutes" at the top of the My Keen page. You can see more details about the specific promotions you are eligible for on the Special Offers page.

You can search for advisors by price on any category listings page on Keen.com. Simply look for the filter section located on the left hand side of the page, just above the advisor listings, and select the price range that works best for you.

You can find an advisor that you've previously connected with by selecting Favorite Advisors within the dropdown menu on Keen.com. You can also review all activity on your account via the Transaction Details page.

You can find your PIN on the Personal Information page. You can reach the Personal Information page from within your My Account page either via links on the page, or by hovering over the person icon in the upper right hand side of the page, and selecting Personal Information from the menu.

A customer may have initiated a conversation online, but not connected when the call rang on their telephone. Or, the customer may have had trouble adding funds to their account after reserving you.

You can set your busy status via the Availability Manager. Choose the "Change Status" tab and click on the "Verify Busy Status" button. If stuck, you can click on the link to clear the stagnant conversation.

For a list of eligible reasons for which feedback or a rating could be removed, please review the Keen Feedback Policy. If you believe certain feedback meets this criteria, you can submit your request to have the feedback removed by the Play Fair team by using our Customer Support form. Select "Play Fair: Keen Standards & Policies" as your subject, provide conversation details (what time, call or chat, etc.), and please include a link to the conversation in your message.

Each listing's Listing Quality (LQS) is based on three components: Quality of Service, Business Performance and Ease of Doing Business. More detailed information can be found in the Help section under the Featured Listings page.

When you bid to feature your listing, it is ranked against other available listings using your LQS and Max Bid compared to those of other bidders. More detailed information can be found on the Featured Listings page.

You can see when a payout was debited from your Keen account on the Transaction Details page. Specific timeframes for when to expect each type of payout can be found on the Advisor Payment page found in the Help section.

Sometimes conversations don't post right away when funds don't transfer directly from a consumer's account. If you have questions about a specific conversation, please contact our Customer Support team or call the support line at 1-877-Keen-Help (1-877-533-6435).

1099-Ks will be mailed to eligible advisors on or before January 31st Of each year. You can find more information on our 1099-K Federal Tax Reporting page.

1099-Ks will be sent to the mailing address on your Keen account. To set or change your mailing address, visit the Request Check page. Note that you should use this page to set your mailing address even if you do not choose to receive payouts via check.