Kautio support is in Settings › Help & support, or by email. Kautio support answers questions about the app and your account. It doesn't act on a check-in for you and isn't an emergency service. This chapter covers how to reach support, why the app asks you to agree first, what support staff and our support provider can see, and how AI is used in support.
How do I contact Kautio support?
You can reach Kautio support in the app or by email.
In the app, open Settings. The Help & support group has three rows:
Row | What it opens |
Help Center | Kautio support's home, with Messages, Tickets, and Help. Help holds Kautio's help articles, also on the web at intercom.help/kautio. |
Contact support | Your conversations with Kautio support. A badge shows the number of unread replies. |
My requests | Your support requests and the reports you've sent, with their status. |
By email:
support@kautio.app if you have a Kautio account;
hello@kautio.app for everyone else.
When in-app support is unavailable, the Help & support group shows a single Email support row with "Support is unavailable right now". Tapping it opens your email app addressed to support@kautio.app. If no email app is set up, Kautio shows "Email us at support@kautio.app". A support row can also open your email app this way when in-app support can't connect.
When you write to support, include the app version shown at the bottom of Settings ("Kautio v" followed by the version and build number, for example "Kautio v1.0.0 (11)").
How long does Kautio support take to reply?
Kautio support aims to reply within 48 hours, and usually replies sooner. Replies to in-app conversations appear in Contact support; replies to email come by email.
Kautio support isn't an emergency service
Kautio support can't help in an emergency and can't change a check-in that's happening now. To respond to a check-in, use Snooze or Dismiss in the app. For urgent help, call 911 or your local emergency number.
Kautio contacts no one except the contacts you chose for each check-in. A notification to your contacts means a check-in's timer wasn't stopped, nothing more.
Why does Kautio ask me to agree before opening support?
Before Kautio opens Help Center, Contact support, My requests, or Report, it shows the Kautio support sheet once. The sheet shows two statements, links to the Privacy Policy and Terms, and two buttons:
The staff-access statement: "When you contact us, authorized Kautio support staff may view your account and check-in records as needed to help with your request."
The AI statement: "Our support provider, Intercom, uses AI to answer your questions and to help our staff reply. What you write in support is processed by Intercom and its AI service providers."
Agree and continue records your agreement and opens what you tapped.
Not now opens nothing and sends nothing to our support provider. Closing the sheet does the same. The sheet appears again the next time you tap a support option.
After you agree, the sheet doesn't appear again unless Kautio changes its wording; then it appears once more.
If agreeing fails, Kautio shows "Couldn't continue — check your connection." Try again when you're connected.
You can email support@kautio.app whether or not you agree.
What can Kautio support staff see?
Kautio support staff can see your account and check-in records when you ask for help. The Kautio support sheet says: "When you contact us, authorized Kautio support staff may view your account and check-in records as needed to help with your request."
In an in-app conversation, support staff already know which account is yours, so you don't need to send your phone number, email address, or location.
What does our support provider receive?
Kautio's support provider, currently Intercom, receives the following when you use in-app support:
your Kautio account ID;
account information: your plan, when you joined, how many check-ins you've scheduled and when you last scheduled one, and how many active contacts you have;
a few app actions: opening the Help Center, viewing the plans screen, opening recurring check-ins, and creating a contact group;
device and app information collected by the provider's in-app component, such as the app version and your phone's operating system;
anything you write in a conversation;
reports you send: the reason, your note, and the IDs involved (see Reporting misuse › What happens after I send a report?).
Our support provider never receives your phone number, display name, location, or the content of your check-ins. Your conversations are deleted when you delete your account, after the provider's short recovery period.
How does Kautio support use AI?
Kautio support uses AI through our support provider. The Kautio support sheet says: "Our support provider, Intercom, uses AI to answer your questions and to help our staff reply. What you write in support is processed by Intercom and its AI service providers."
When you write to support in the app, an AI assistant may answer first, using this Help Center. A person on the Kautio team takes over when the assistant can't help.
Following your conversations and requests ("My requests")
Kautio shows your support history in two places in Settings › Help & support:
Contact support opens your conversations. A badge shows unread replies.
My requests lists your support requests and the reports you've sent, with their status.
Both are available only while in-app support is available. Otherwise, use Email support.
Support announcements during a check-in's grace window
While one of your own check-ins is in a grace window, or its contacts are being notified, the Kautio app holds back announcements and surveys from our support provider so they don't cover Snooze and Dismiss. Announcements can appear again once that stage has passed.