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Kroo app support.

I'm having trouble logging into my Kroo account. What should I do?

Team Kroo
Team Kroo
  • Updated

Forgotten password.

Please open the Kroo app and tap the ‘Forgotten password?’ prompt on the login page.

You'll need to confirm your email address and we’ll send you an email with further instructions to follow.

Using biometrics to log into your account.

To avoid entering credentials manually, you can log in quickly and securely using biometrics on the Kroo app. Here’s how it works and what you need to know in case it seems that it’s not working on your device:

Supported devices:

  • Face ID is available only on Apple devices.
  • Fingerprint Recognition is available only on Android devices.

To use biometric login:

  • Ensure biometrics are enabled on your device.
  • Go to the Kroo app, navigate to ‘Account’ > ‘Security’, and make sure the biometric option is turned on.

Important to know:

  • If you manually log out of the app, you’ll need to enter your username and password the next time you log in, even if biometrics are enabled. This is a security measure we use in our app to combat unauthorised use of the Kroo app.
  • To use biometrics for future logins, simply exit the app without logging out. When you reopen it, you’ll be prompted to use Face ID or Fingerprint.

Still having trouble? Please check:

  • That you’ve granted the necessary permissions for Face ID or Fingerprint recognition in your device settings.
  • That biometrics are enabled both on your device and in the Kroo app settings.

I’m entering the correct details and still can’t log in.

In the first instance, please ensure you've downloaded the latest version of the Kroo app.

If you're still experiencing difficulties logging in, please try the following troubleshooting steps:

  1. Check your device's time settings: Ensure your device's time settings are set to update automatically. A time difference can sometimes cause login issues.
  2. Manually enter your password: If you use a password manager, please try typing in your password manually and then press 'Enter'.
  3. Turn off Wi-Fi and VPNs: turn off your Wi-Fi connection and any Virtual Private Networks (VPNs) you're using. Then, attempt to log in using only your mobile data.

If you've tried all of the above and are still unable to log in, please contact Kroo Customer Support at help@kroo.com.

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