Quick answers to the most common questions about Kinship

Content on Kinship

Subscriptions & Billing

Getting Help with Your Account

Content on Kinship

Where is my content stored?

Kinship currently has servers in the United Kingdom and the United States. Customers based in the United States will have their content stored in our servers in the United States. All other customers will have their content stored in our UK servers.

How can I get my content out of Kinship?

You can export your content by…selecting all in the Library and choosing download? Or do they send an email to customer support?

Who owns my content?

You do of course! Kinship hosts your content on its servers, but we do not claim any ownership of or license to use that content aside from what’s needed to provide you with our service. See our Terms and Conditions for more details.

How secure is my content on Kinship?

All content on Kinship is protected by various security measures which will be described in detail in this section.

Can I recover my content if I accidentally delete it?

Deleted families can be recovered in your library or projects by clicking on the trash can icon [image here] and finding the families and then choosing undelete. If you accidentally delete an entire project, then it’s a different story.

Subscriptions & Billing

How long are your contracts?

Our subscription plans have no fixed term. Subscriptions can be paid either monthly or annually and you may cancel at any time. See our refund policy for more details.

How can I pay for my subscription?

You may pay for your subscription using any major credit card. For customers who require payment by check or bank transfer, please contact us to arrange payment details.

Can I upgrade or downgrade plans at any time?

Yes! To upgrade or downgrade your current plan, log in to your Kinship account online and click on your name in the upper-right and then on “Manage Account”. On the Manage Account page, click the Plan & Billing tab. Then do some other stuff.

How do I cancel my subscription?

To cancel your account, log in to your Kinship account online and click on your name in the upper-right and then on “Manage Account”. On the Manage Account page, click the Plan & Billing tab. Then do some other stuff.

Do you offer refunds?

For subscribers billed monthly, we only offer refunds in accordance with our SLA for Office and Enterprise customers. For subscribers billed annually, we do offer pro-rated refunds for unused months of service in case of cancelation.

Getting Help with Your Account

What are your support hours?

How do I install Kinship?

I lost my password. How can I recover it?

How do I add new users to my account?

How do I report an issue with my account?