Support and FAQ
Clear answers about check-ins, trusted contacts, alerts, private notes, and account access.
Is KinSignal an emergency service?
No. KinSignal is not an emergency service and does not replace calling local emergency services. KinSignal alerts and note release are based on missed check-in rules and may be delayed or unavailable.
Does KinSignal prove someone is safe?
No. KinSignal cannot confirm death, emergency, health status, personal safety, or wellbeing. It only responds to missed check-in rules configured in the app.
What happens when I miss a check-in?
A successful check-in records completion and starts or resets the schedule. Cloud missed-check-in alerts start only after the first successful check-in and required cloud setup. Cloud alert timing is separate from local reminder timing.
How do local reminders work?
The first local reminder is scheduled for the next check-in due time. If the check-in remains incomplete, a second local reminder is scheduled two hours later. Local reminders require device notification permission.
When are cloud alerts checked?
The backend checks missed check-ins approximately every 15 minutes. Email or push delivery may occur later than the displayed threshold.
What will trusted contacts receive?
Trusted contacts may receive an email alert. If the owner has Advanced and the trusted contact is eligible, has accepted the invitation, and has push enabled, they may also receive an app push notification.
Do trusted contacts need to pay?
No. If the individual owner has Advanced, eligible accepted trusted contacts with push enabled may receive app push notifications. Trusted contacts do not need to purchase Advanced themselves to receive alerts or view released notes shared with them.
Can someone be both an owner and trusted contact?
Yes. A person can use KinSignal for their own check-ins and also be a trusted contact for someone else.
Are private notes shared automatically?
No. For individual owners, Private Note Release is an opt-in Advanced feature; separately entitled Business accounts may also have access. Only selected text notes are encrypted on-device for selected eligible recipients. Attachments and file metadata are never included. Preparing a package does not release it when the first missed-check-in alert is sent.
When can a prepared private note be released?
The earliest eligible time is whichever is later: the alert threshold plus the configured unresolved days, or the alert threshold plus the owner cancellation window. If acknowledgement is required, each recipient must acknowledge their relevant alert; acknowledgement does not itself immediately release the note. Packages are checked hourly, so availability may occur later. A check-in before release cancels applicable pending alerts and packages. Content already released or viewed may not be fully retractable.
Can KinSignal read my private notes?
Private notes are local-first and encrypted on your device. Encrypted release packages are stored as ciphertext only. KinSignal's backend never receives plaintext note titles or bodies, credential content, attachments or file metadata, vault keys, or recipient private keys.
Do email or push alerts include private note content?
No. Private note content and attachments are never included in local reminders, email alerts, or push notifications.
What happens if a trusted contact changes device?
Released notes are decrypted locally using the contact's private key. If the trusted contact changes device and does not have the original private key, they may not be able to open older released notes.
What message should be shown if a note cannot be opened?
“This note cannot be opened on this device. Ask the sender to re-share or contact support.”
How does Advanced billing work?
Advanced is purchased and managed through the app marketplace associated with your purchase. RevenueCat securely manages KinSignal entitlement status.
Can KinSignal guarantee alerts or note release?
No. Delivery cannot be guaranteed. Alerts and release may be delayed or unavailable due to device, network, email, push notification, account, or app conditions.
Need help? Contact KinSignal support.
Email support@loopond.com for support or account help.