Kin: FAQ
This article applies to the Kin app (now part of Reactiv). If your app was built with Reactiv, see the Reactiv support docs instead.
Releases and updates
How are updates to my app released? The Kin team ships platform updates to Kin apps by submitting new builds to the App Store and Google Play under your developer accounts. You may see new versions of your app in App Store Connect or Play Console that the Kin team submitted.
How long does app review take? A brand-new Android app usually takes 4–5 business days for its first Google Play review. Updates to existing apps are usually reviewed within a few hours. Apple review times vary, typically one to a few days.
Why doesn't my app's version number match what support mentions? Your app's App Store and Google Play version number belongs to your app. The Kin platform has its own internal version, so support may ask for your app's version when troubleshooting.
I changed a setting but don't see it in the app. Most settings apply the next time the app is fully closed and reopened. Some changes, like the app icon, need a new app version. See What You Can Change Without an App Update.
Can I force shoppers to update to the latest version? Yes. A minimum app version can be set for each platform, and shoppers on older versions are asked to update.
Reliability
What happens if the Kin service is down? Your app keeps working. Shopping, cart and checkout run on your Shopify store, and the app falls back to a built-in configuration. Features that depend on Kin's servers, such as the For You feed and passwordless sign-in, are unavailable until service returns.
What if my store is unreachable? The app treats it as a network problem and uses the settings it saved last time.
Analytics and attribution
Why do I see ref=kinn_... in my store's URLs or Shopify referral data?
That's how Kin identifies orders from the app. See Order & Push Attribution.
Why don't I see today's numbers? Metrics, including push deliveries and taps, are calculated once a day around 9:30 UTC, so the dashboard shows data up to yesterday. See Understanding Your Analytics Dashboard.
Why did a campaign's revenue go up days after I sent it? Sales are attributed to a push notification for 7 days after it's sent, so results keep updating for a week.
Accounts
Do I need to keep the Kin Shopify app installed? Yes. It connects shoppers' app sessions to their Shopify customer accounts. Uninstalling it breaks sign-in.
Who handles a shopper's request to delete their account? Your brand. See Handling Account Deletion Requests.
Is Kin the same as Reactiv? No. Kin is now part of Reactiv, but the Kin app, its dashboard and its features are separate from Reactiv's app builder. Use the articles in this section for your Kin app, and contact support@reactiv.ai for help.