Login Problems
Trouble signing in to Kinu? Fixes for forgotten passwords, Apple and Google sign-in, error messages, and missing data after you log in.
Kinu asks you to sign in so your data can be backed up, restored, and synced safely. Once you are signed in, the app works fully offline. Most sign-in issues have a simple fix. Find your situation below.
You can sign in with Apple, Google, or an email and password. Whichever method you chose when you created your account is the one to use every time you sign in. They are separate doors into separate accounts, so signing in with Google when you originally used Apple will create a brand new, empty account.
"I forgot my password"
If you signed up with an email and password, tap Forgot password? on the sign-in screen. We will email you a reset link. Open it, choose a new password, and sign back in.
A few tips:
- The reset link goes to the email address on your account. Check spam or promotions if it does not arrive within a few minutes.
- If you signed up with Apple or Google, you do not have a Kinu password at all. Manage that login with Apple or Google instead, and use the same button to sign in.
Resetting your password does not affect your synced data. Your sync protection is tied to your account, not to the password you type, so a new password unlocks everything just as before. Your local data on each device stays exactly where it is. You can read more in Encryption Explained.
"I can't sign in with Apple or Google"
Make sure you are using the same Apple ID or Google account you originally signed up with.
A few things to check:
- On iPhone, open Settings, tap your name at the top, and confirm which Apple ID is active.
- On Android, check which Google account is set as the default in your device settings.
- If you used Apple's Hide My Email during sign-up, keep using Sign in with Apple. That same option re-creates the private relay address for you. Do not try to type the
@privaterelay.appleid.comaddress by hand. - If the Apple or Google sheet opens and closes without signing you in, close Kinu fully, reopen it, and try once more.
"I'm getting an error"
Most sign-in errors are temporary. Try these in order:
Check your internet connection
Signing in needs a connection, even though Kinu runs offline once you are in. Switch between Wi-Fi and cellular if one seems stuck.
Wait a moment and try again
Brief server hiccups happen and usually clear within a minute.
Update the app
Make sure you are on the latest version from the App Store or Google Play. Older builds can show outdated error messages.
Close and reopen Kinu
A fresh start clears any stuck state in the sign-in flow.
If you keep seeing the same error after all of these, send it to us. The exact wording helps us pinpoint the cause.
"I'm signed in but my data is missing"
If you can sign in but your people and moments are gone, the most common reason is that you are signed into a different account than the one you set up with. This happens easily when someone has more than one Apple ID or Google account on the same device.
Here is how to check:
- Open Settings, then Account, and look at the email shown there.
- If it is not the address you expect, sign out and sign back in with the original account.
If it is the right account:
- On the free plan, your data lives only on the device where you created it. It is not stored on our servers, so it will not appear on a new phone or after a reinstall. See What Happens If I Uninstall.
- On Kinu Plus, your data syncs across devices and may just need a moment to arrive. Make sure you are online, then see Sync Troubleshooting.
"I keep getting signed out"
Kinu is designed to keep you signed in for a long time, so this is rare. If it happens:
- Confirm you are on the latest app version.
- Make sure your device clock is set to update automatically. A wrong date or time can cause a session to look expired.
- If you recently changed your Apple ID or Google password, sign in again with the updated credentials.
"I want to sign out"
You can sign out any time from Settings at the bottom of the screen.
On the free plan, your data is stored only on your device and is not backed up to our servers. Signing out and signing back in is fine, but uninstalling the app or deleting your account removes that local data for good. If you are on the free plan, consider Kinu Plus for encrypted backup before you reinstall or switch phones.
None of these match your situation? Contact us with a short description of what you are seeing and any error message, and we will help you get back in. Including your Support ID (shown in Settings) lets us find your account faster without you sharing any personal details.