Help centre
Something not working?
Most Kioo problems have a two-tap fix. Start below — and if none of it helps, a real person reads support@kioo.site every working day.
Where to write
Please include your account email, your phone model, and the app version from Profile → About. It saves a round trip.
Getting into your account
I've forgotten my password
On the sign-in screen tap Forgot password and enter your email. We send a reset link. If it doesn't arrive within a few minutes, check your spam folder — the sender is Kioo, via Resend. The link expires, so request a fresh one if it has been sitting a while.
I never got my verification email
Verification is a nudge, not a gate — you can use Kioo fully while unverified. To get a new one, go to Profile → Email → Resend verification. Check spam, and check for a typo in the address; you can correct it on the same screen.
I want to change my email address
Profile → Edit → Email. We send a verification link to the new address; the change takes effect once you click it. Until then the old address stays active, so a typo cannot lock you out.
My phone number isn't verified
It verifies automatically when you make a successful Mobile Money payment from that same number. You can also update it under Profile → Edit → Phone. A verified number is optional — Kioo works without one.
Can I use one account on two phones?
Yes, sign in on both — your progress syncs. What you shouldn't do is share one account between two different pupils: the progress, streak and AI allowance are all per account, and it makes the tracking meaningless.
Lessons, quizzes and read-aloud
Read-aloud isn't speaking
Read-aloud uses your phone's own text-to-speech engine. Check the volume and silent switch first, then Settings → Accessibility → Text-to-speech on Android — an English voice needs to be installed. Some budget handsets ship without one; installing Google Text-to-Speech fixes it.
An animation won't play, or a lesson image is blank
Almost always a connection problem mid-download. Pull to refresh, or close and reopen the lesson. If a specific lesson is broken every time, tell us which one — the lesson title is enough — and we'll fix the file.
My quiz score didn't save
Scores save when the quiz finishes and the device is online. If you lost signal mid-quiz, retake it — we keep your best score, so a retake can only help you.
I think a lesson or answer is wrong
Please tell us. Email support@kioo.site with the subject, class and lesson title. Content corrections go to the editorial team and usually ship in the next content update.
Does Kioo work offline?
Partly. Lessons you have already opened are cached and will usually reopen without a connection, but search, quizzes syncing, and the AI Tutor all need to be online. Full offline downloads are on the roadmap.
Kioo is using a lot of data
The illustrations and animations are the bulk of it. Browsing on Wi-Fi where you can, and letting lessons cache, keeps mobile-data use down substantially.
The AI Tutor
The tutor says I need to subscribe
The AI Tutor is the one Pro feature. Everything else stays free. See pricing.
It misread my handwriting
Retake the photo in better light, hold the phone square to the page, and crop to the single question. Small, slanted or faint pencil work is the usual culprit. If it keeps failing, type the question into the follow-up chat instead — that costs no credit.
The answer looks wrong
It might be. AI models make mistakes, especially on multi-step maths. Tap the report flag on the answer — those reports are reviewed. And always check important work with your teacher; the tutor is a study aid, not an authority. See our Responsible AI policy.
How many questions do I get?
About 30 photo questions a month on Pro. Follow-up chat within a session is free and unlimited — so ask "why did you do that step?" as often as you need. Top-up credits are there for exam week.
Can I delete my tutor history?
Yes — AI tab → Recent questions → Clear history. The photos themselves were already deleted when the answer was generated.
Payments
I paid but Pro is still locked
Give it five minutes and reopen the app. Check the email you paid with matches your Kioo account email. Still stuck: email billing@kioo.site with the transaction reference and the number you paid from, and we'll activate it by hand.
How do I cancel?
Profile → Subscription → Cancel, or from kioo.site/pro. One tap, and you keep Pro until the period you paid for runs out. More on cancelling.
My child paid without asking me
Email billing@kioo.site and we will refund it in full. No argument.
Devices and updates
Kioo is telling me to update
Some releases fix security or data problems and older versions have to stop working. Update from the Play Store and you'll be straight back in — nothing is lost.
Will it run on an older or cheaper phone?
Kioo is built for exactly those. It targets modern Android, keeps the interface light, and the layout works on small screens. If it runs badly on your handset we would like to know the model.
When is the iPhone version out?
The iOS build is next after the Android launch. Write to support@kioo.site and we'll tell you when it lands.
Common tasks
Manage billing
Prices, renewals, cancelling, refunds and receipts.
Delete your account
What gets erased, and how to request it.
Link a parent account
See your child's progress and pay on their behalf.
Privacy policy
What we collect and what we never touch.
How the AI Tutor works
Its guardrails, its limits, and how to report a bad answer.
Report a security issue
Responsible disclosure, and what's in scope.
Still stuck?
Write to us. Include your account email, your phone model and the app version — we'll get you moving.