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How-to guides for every task in Kinloop

Step-by-step instructions for setting up check-ins, managing medications, reading reports, and handling billing.

Looking for general information? Browse the FAQ instead.

Account management

Change your password

Update your Kinloop account password from Account Settings.

  1. 1Sign in to your Kinloop account.
  2. 2Go to Account Settings.
  3. 3Scroll to the Security section.
  4. 4Enter your current password, then your new password (at least 12 characters, including uppercase, lowercase, and a number).
  5. 5Click Save changes.
→ Go to Account SettingsStill stuck? Contact support

Reset MFA / lost authenticator

If you have lost access to your MFA authenticator app, contact support to regain account access.

  1. 1Email support@kinloop.co from your registered email address.
  2. 2Include your full name and the email address on your account.
  3. 3Our team will verify your identity and assist with MFA reset within 1 business day.
  4. 4Once reset, you will be required to set up MFA again at your next login.
Still stuck? Contact support

Update your email address

Change the email address associated with your Kinloop account.

  1. 1Go to Account Settings.
  2. 2In the Profile section, update your email address.
  3. 3Click Save changes.
  4. 4Check your new email inbox for a verification link.
  5. 5Click the link — your email address will not change until you verify.
→ Go to Account SettingsStill stuck? Contact support

Export or delete your account data

Download a copy of all your Kinloop data, or request account deletion.

  1. 1Go to the Billing & Account page in your dashboard.
  2. 2To export: click Download my data. A ZIP file with your complete account data will download immediately.
  3. 3To delete: scroll to the Delete Account section, read the notice, and click Request deletion.
  4. 4Deletion requests are reviewed and processed within 30 days of approval, in accordance with HIPAA data retention requirements.
→ Go to Account SettingsStill stuck? Contact support

Care recipient management

Add a loved one

Set up a new care recipient so they receive daily SMS check-ins.

  1. 1From your dashboard, click "Add care recipient."
  2. 2Enter their first and last name, phone number, and timezone.
  3. 3Set their preferred check-in time and medication label (e.g. Morning, Evening).
  4. 4Review and confirm SMS consent on their behalf.
  5. 5Click Save — an introductory SMS is sent automatically within 5 minutes.
→ Add Care RecipientStill stuck? Contact support

Edit medications or check-in schedule

Change your loved one’s check-in times, dose labels, or medication names.

  1. 1Go to Recipient Settings.
  2. 2Click Edit next to the Check-In Schedule section.
  3. 3Update check-in times, dose labels, or medication names as needed.
  4. 4You can configure up to 4 check-in slots per day.
  5. 5Save changes — they take effect from the next scheduled check-in.
→ Recipient SettingsStill stuck? Contact support

Pause or resume check-ins

Temporarily stop SMS check-ins without affecting billing (e.g. during a hospital stay or vacation).

  1. 1Go to Recipient Settings and toggle "Check-ins active" off, or click "Pause" next to any recipient on the Billing page.
  2. 2A paused recipient shows an amber "Check-ins paused" badge — they are NOT greyed out and NOT deactivated.
  3. 3Pausing never changes your billing: your base plan and any add-on charges stay exactly the same.
  4. 4To resume, click "Resume" on the Billing page or toggle check-ins back on in Recipient Settings.
  5. 5All check-in history, reports, and care notes are preserved while paused.
→ Billing SettingsStill stuck? Contact support

Reactivate an inactive care recipient

Restore check-ins for a care recipient who was previously deactivated.

  1. 1Go to Billing Settings. Inactive recipients appear in the care recipients list.
  2. 2If the recipient is your primary (included in the base plan), click "Activate" — no extra charge.
  3. 3If the recipient is not your primary, click "Activate · $X/mo →" to open their profile and restart their paid add-on subscription.
  4. 4If their profile is incomplete, complete all required fields (schedule, emergency contact, health condition, medication) and save before check-ins will start.
  5. 5Check-ins resume automatically from the next scheduled time once setup is complete.
→ Billing SettingsStill stuck? Contact support

Change your primary care recipient

Switch which care recipient is included in your base plan price.

  1. 1Your primary recipient is covered by your base subscription — no add-on charge for them.
  2. 2Go to Billing Settings. Each active non-primary recipient has a "Make primary" button.
  3. 3Click "Make primary" next to the recipient you want to designate as primary.
  4. 4A confirmation panel will appear explaining what changes. Review it, then click "Yes, make primary."
  5. 5The selected recipient becomes primary. The previous primary is deactivated — they will need a paid add-on to receive check-ins again.
  6. 6To re-add the deactivated recipient, click "Activate · $X/mo →" next to their name on the Billing page.
→ Billing SettingsStill stuck? Contact support

Update emergency contacts

Add, edit, or remove the contacts who receive escalation alerts.

  1. 1Go to Recipient Settings.
  2. 2Scroll to the Emergency Contacts section.
  3. 3Click "Add contact" to add a new contact, or edit an existing one.
  4. 4Enter a name, phone number, and relationship.
  5. 5You can add up to 10 emergency contacts per care recipient.
→ Recipient SettingsStill stuck? Contact support

Remove a care recipient

Stop monitoring and remove a care recipient from your account.

  1. 1Go to Billing Settings to remove the recipient from your subscription first (this stops billing for their add-on).
  2. 2Then go to Recipient Settings.
  3. 3Scroll to the bottom and click "Remove recipient."
  4. 4Confirm the deletion — this pauses all check-ins and removes their record from your active dashboard.
  5. 5Historical check-in data is retained for HIPAA compliance.
→ Recipient SettingsStill stuck? Contact support

Re-enable SMS after a STOP opt-out

Restore SMS check-ins after your loved one replied STOP.

  1. 1Your loved one must first text START to the Kinloop number from their phone. This step is required by federal TCPA law — Kinloop cannot override it.
  2. 2Once they have texted START, go to Recipient Settings.
  3. 3Toggle "SMS consent" back on.
  4. 4Toggle "Check-ins active" back on.
  5. 5Check-ins will resume from the next scheduled time.
→ Recipient SettingsStill stuck? Contact support

Reports

View weekly reports

Access your loved one’s weekly AI-assisted health summary.

  1. 1Go to Reports from your dashboard navigation.
  2. 2Select a care recipient if you have more than one.
  3. 3Click any report in the list to view the full summary.
  4. 4Reports are generated automatically each week.
→ View ReportsStill stuck? Contact support

Share a report with a doctor or family member

Generate a secure, time-limited link to share a report without requiring a Kinloop account.

  1. 1Open a weekly report.
  2. 2Click the Share button.
  3. 3Kinloop generates a secure link valid for 30 days.
  4. 4Copy and send the link — the recipient can view the report without logging in.
  5. 5To revoke access, return to the report and click Revoke link.
→ View ReportsStill stuck? Contact support

Download a report as PDF

Save or print any weekly report as a PDF.

  1. 1Open any weekly report.
  2. 2Click the Download PDF button.
  3. 3The PDF downloads to your device immediately.
  4. 4PDFs are available on Basic plans and above.
→ View ReportsStill stuck? Contact support

How coordinator-reviewed reports work

On Premium and Concierge plans, a care coordinator reviews each report before it reaches you.

  1. 1Each week, Kinloop generates a draft report using AI-assisted analysis.
  2. 2On Premium and Concierge plans, your assigned care coordinator reviews the draft.
  3. 3The coordinator may add observations, context, or flags before approving.
  4. 4Once approved, you receive an email notification and the report appears in your dashboard.
  5. 5You can leave notes for your coordinator in the shared observation log.
→ View ReportsStill stuck? Contact support

Billing

Change your plan

Upgrade or downgrade your Kinloop subscription.

  1. 1Go to Billing Settings.
  2. 2Click Change plan.
  3. 3Select the new plan — changes take effect immediately.
  4. 4Upgrades are prorated for the remainder of the billing period.
  5. 5Downgrades take effect at the start of the next billing period.
→ Billing SettingsStill stuck? Contact support

Update your payment method

Change the credit or debit card on file for your subscription.

  1. 1Go to Billing Settings.
  2. 2Click "Manage billing."
  3. 3You will be redirected to the Stripe billing portal.
  4. 4Update your payment method and save.
  5. 5Return to Kinloop — your new payment method is active immediately.
→ Billing SettingsStill stuck? Contact support

Cancel your subscription

Cancel Kinloop at any time — no cancellation fee.

  1. 1Go to Billing Settings.
  2. 2Click "Cancel subscription."
  3. 3Read the cancellation notice and confirm.
  4. 4Your access continues until the end of the current billing period.
  5. 5You can reactivate at any time before your data is removed.
→ Billing SettingsStill stuck? Contact support

Am I charged while check-ins are paused?

Understand the difference between a paused recipient and an inactive one.

  1. 1Paused (amber badge): check-ins are stopped but the recipient is still active. Billing is unchanged — your base plan and any add-on charges continue.
  2. 2Inactive (greyed out): the recipient has been fully deactivated. Their Stripe add-on has been removed and you are not billed for them.
  3. 3Pausing is the right choice for temporary situations — hospital stays, travel, or a short break.
  4. 4Deactivating (making a recipient Inactive) stops billing for that add-on immediately and is typically permanent.
  5. 5To resume a paused recipient, click "Resume" on the Billing page — no extra charge, no new subscription item.
  6. 6To reactivate an inactive non-primary recipient, click "Activate · $X/mo →" on the Billing page — this creates a new add-on subscription item.
→ Billing SettingsStill stuck? Contact support

What does "Setup incomplete" mean?

A care recipient profile is missing required information.

  1. 1A recipient is marked "Setup incomplete" when any of these are missing: at least one check-in time, at least one emergency contact, at least one health condition, or at least one medication.
  2. 2Check-ins do not start until all four are saved.
  3. 3Go to their recipient profile — a checklist at the top of the page shows exactly which items are still missing.
  4. 4If this is your second or additional recipient, the add-on charge still applies from when they were added.
  5. 5Complete all required sections and save — check-ins will start at the next scheduled time.
→ Billing SettingsStill stuck? Contact support

What does "Inactive" mean on the billing page?

An inactive recipient has been fully deactivated — no check-ins and no add-on charge.

  1. 1Inactive (greyed out, "Not billed" label) means the care recipient has been fully deactivated.
  2. 2No SMS check-ins are sent and any Stripe add-on charge has been cancelled — you are not billed for them.
  3. 3This is different from Paused: a paused recipient shows an amber badge, is still active, and billing is unchanged.
  4. 4All historical check-ins, reports, and care notes are preserved regardless of status.
  5. 5For your primary recipient (base plan): click "Activate" on the Billing page to restore them at no extra cost.
  6. 6For a non-primary recipient: click "Activate · $X/mo →" on the Billing page to open their profile and restart the paid add-on.
→ Billing SettingsStill stuck? Contact support

SMS & communications

What messages does Kinloop send?

An overview of every message type Kinloop sends to care recipients and caregivers.

  1. 1Care recipients receive: a one-time welcome SMS when enrolled, daily check-in SMS at their scheduled time(s), and an auto-reply after each response.
  2. 2Caregivers receive: weekly report delivery emails, escalation alert emails (HELP received or threshold met), STOP opt-out notifications, and account/billing emails.
  3. 3SMS messages never contain PHI — no diagnoses, medication names, or clinical details.
  4. 4Kinloop does not send marketing or promotional messages.
  5. 5For the complete list of message types and content, see the Patient Communication Policy at kinloop.co/policy/communications.
→ View Communication PolicyStill stuck? Contact support

Are SMS messages guaranteed to be delivered?

Understanding SMS delivery limitations and what to do if a message was not received.

  1. 1SMS delivery is not guaranteed. A check-in showing "Sent" in your dashboard means Kinloop handed the message to our carrier — not that your loved one received it.
  2. 2Common reasons for non-delivery: phone off or out of service, carrier spam filtering, incorrect phone number, full message inbox, or a prior STOP opt-out.
  3. 3To diagnose: go to Check-In History and check whether the check-in shows as Sent. If it does, the issue is on the carrier or recipient side.
  4. 4Verify the phone number on file is correct and your loved one has not previously replied STOP.
  5. 5If the issue persists, contact support@kinloop.co — failed sends are visible in your coordinator’s view as well.
  6. 6For full details on delivery limitations, see the Patient Communication Policy.
→ Check-In HistoryStill stuck? Contact support

Message frequency and carrier charges

How many messages your loved one will receive and whether carrier charges apply.

  1. 1Minimum: 1 check-in per day + 1 auto-reply = 2 SMS per day.
  2. 2Maximum: up to 4 check-ins per day, each with an auto-reply = up to 8 SMS per day (if you configure 4 slots).
  3. 3Plus 1 welcome message when first enrolled.
  4. 4Plus escalation auto-replies if HELP is received.
  5. 5Standard message and data rates may apply depending on your loved one’s mobile carrier plan.
  6. 6You can reduce frequency at any time in Recipient Settings.
→ Recipient SettingsStill stuck? Contact support

App & installation

Installing Kinloop on your iPhone

Add Kinloop to your iPhone home screen for one-tap access — no App Store required.

  1. 1Open kinloop.co in Safari on your iPhone. (The install option does not appear in Chrome or Firefox on iOS — Safari only.)
  2. 2Tap the Share button at the bottom of the screen (the square with an arrow pointing up).
  3. 3Scroll down in the share sheet and tap "Add to Home Screen."
  4. 4Edit the name if you like (default: Kinloop), then tap "Add" in the top right.
  5. 5Kinloop now appears on your home screen. Tap it to open in full-screen, app-like mode.
  6. 6To enable push notifications: open Kinloop from the home screen, go to Account Settings, and tap "Enable notifications."
→ Open KinloopStill stuck? Contact support

Installing Kinloop on Android

Add Kinloop to your Android home screen from Chrome.

  1. 1Open kinloop.co in Chrome on your Android device.
  2. 2After a few seconds, Chrome may show a banner at the bottom: "Add Kinloop to Home screen." Tap Install.
  3. 3If the banner does not appear, tap the three-dot menu (⋮) in the top right and select "Add to Home screen" or "Install app."
  4. 4Confirm by tapping "Add" or "Install" in the dialog.
  5. 5Kinloop now appears on your home screen and opens in full-screen mode.
  6. 6Push notifications are supported on Android Chrome — you will be prompted to allow them when you log in.
→ Open KinloopStill stuck? Contact support

Installing Kinloop on desktop (Chrome or Edge)

Install Kinloop as a desktop app on Windows, Mac, or ChromeOS.

  1. 1Open kinloop.co in Chrome or Edge on your computer.
  2. 2Look for an install icon (computer with a down arrow) in the address bar on the right side.
  3. 3Click the icon and select "Install" in the prompt.
  4. 4Kinloop opens in its own window — no browser chrome, just the app.
  5. 5Kinloop will also appear in your taskbar, dock, or Start menu like any other app.
  6. 6To uninstall: right-click the Kinloop icon in your dock/taskbar and select "Uninstall."
→ Open KinloopStill stuck? Contact support

Install button not showing up

Troubleshoot a missing install option.

  1. 1iPhone: you must use Safari — Chrome and Firefox on iOS do not support PWA installation.
  2. 2Android: use Chrome. If the install banner has been dismissed before, go to the three-dot menu → "Add to Home screen."
  3. 3Desktop: install is supported in Chrome and Edge only. Firefox does not support PWA install.
  4. 4If you have previously dismissed the install prompt, clear your browser cache for kinloop.co and try again.
  5. 5Make sure you are signed in — the install prompt requires a logged-in session to appear.
  6. 6Still not working? Email support@kinloop.co and include your device and browser version.
Still stuck? Contact support

Troubleshooting

My loved one didn’t receive a check-in text

Diagnose why a scheduled SMS check-in was not received.

  1. 1Go to Recipient Settings and confirm that "Check-ins active" is on.
  2. 2Verify the phone number on file is correct (check for typos or missing digits).
  3. 3Check the check-in schedule — confirm the time and timezone are correct.
  4. 4Verify your loved one has not previously replied STOP to a Kinloop message.
  5. 5Check the Check-In History page — if the check-in shows "Sent" it was delivered by Kinloop; the issue may be on the carrier side.
  6. 6If the problem persists, contact support at support@kinloop.co.
→ Recipient SettingsStill stuck? Contact support

Check-ins are not being sent

Troubleshoot a case where no check-ins appear in the history.

  1. 1Go to Recipient Settings and confirm check-ins are active.
  2. 2Confirm that your subscription is active in Billing Settings — an expired trial or failed payment will pause all check-ins.
  3. 3Confirm SMS consent is enabled for the recipient.
  4. 4Check the Check-In History page — if no entries appear after 24 hours of being set up, contact support.
→ Check-In HistoryStill stuck? Contact support

I’m not receiving escalation alerts

Fix missing escalation notifications for missed doses or HELP responses.

  1. 1Go to Recipient Settings and confirm your emergency contacts list is not empty.
  2. 2Verify the phone numbers in your emergency contacts are correct and in the right format.
  3. 3Check the Alerts page to see if escalations are being logged (they may have been sent but not delivered).
  4. 4Make sure the alert SMS is not being blocked by your carrier or marked as spam.
  5. 5If alerts are logged but not received, contact support@kinloop.co.
→ View AlertsStill stuck? Contact support

My loved one replied STOP

What happens and how to restore check-ins after a STOP opt-out.

  1. 1When STOP is received, Kinloop immediately pauses all SMS delivery — this is required by federal TCPA law.
  2. 2You receive an email notification that check-ins have been paused.
  3. 3To resume: your loved one must first text START to the Kinloop number from their phone.
  4. 4Once they have texted START, go to Recipient Settings and re-enable SMS consent and check-ins.
  5. 5Check-ins will resume from the next scheduled time.
→ Recipient SettingsStill stuck? Contact support

What happens when someone replies HELP

Understand the escalation flow triggered by a HELP response.

  1. 1Important: Kinloop is not an emergency service. Always call 911 for life-threatening situations.
  2. 2When HELP is received, Kinloop immediately sends an alert SMS to you and all emergency contacts on file.
  3. 3On Premium and Concierge plans, your assigned care coordinator is also notified.
  4. 4The escalation is logged in your Alerts page with a timestamp.
  5. 5Your care coordinator (Premium/Concierge) will follow up with you directly.
  6. 6After addressing the situation, you can acknowledge or resolve the alert from the Alerts page.
→ View AlertsStill stuck? Contact support

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