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Client Troubleshooting

Helping clients with common questions about using Kiip

Your clients may have questions about using Kiip that you’re asked to help answer. We’ve included some common scenarios below. If you need help answering a specific question, please reach out to helpdesk+kiip@findhelp.com. 

My client can't find their invite to join


Troubleshooting Steps:

  1. Double-check the email address to ensure that the invitation was sent to the correct person.
  2. Ask the client to check their spam or junk folder to see if the invite was mistakenly filtered there.
  3. Navigate to the client’s room by clicking on their name in the client directory. In the top right corner of the room, click on ‘Resend Invite’ to send the invitation again.
  4. If the issue persists after following these steps, please reach out to support at Helpdesk+kiip@findhelp.com for further assistance.

How does a client share documents with me?

Clients can upload docuements into the secure workspace following the same steps as you. They can select a Kiip document which is a document they have already uploaded to their personal documents, or Upload a New Document. If your client is using a mobile phone, they have the option of taking a picture of their document and uploading it directly to Kiip.

What happens if a client forgets their password or email?

If your client can't remember their password, they can reset it on Kiip.io.

  • Click the Forgot Password

  • Enter the Email Address that was used to sign up for their Kiip account

  • They will receive an email for password recovery

  • They can now reset their password and log back into Kiip

Helpful hint If you think a client might forget their password AND email, we recommend asking them to write the login info down, take a picture, and share a copy of it with you in Kiip for safekeeping.

How does a client add an assistant to their account?

Your clients can invite anyone with a valid email address to be an Assistant on their account. We recommend they only invite Assistants they know and trust to access their account.

To help a client invite an Assistant have them:

  • Log into their Kiip account at http://kiip.io

  • Click the Assistants tab on their dashboard

  • Click the Invite An Assistant button, and enter an email address

  • The Assistant will need to accept the invite before they can begin acting on behalf of your client