Support & FAQs

On the login screen, tap “Forgot password?” and enter the email associated with your Kleo account. We’ll email you a reset link.

• Check spam/junk folders.
• Make sure you’re using the same email you originally signed up with.
• If you still can’t get in, email support with the email you tried.

Do this based on how far you got in onboarding:

• If you have NOT completed onboarding:
  Close the app and reopen it. If you haven’t reached the Tour screen yet, your onboarding info will be cleared. Then start again and choose the correct account type.
• If you DID reach the Tour screen or Dashboard:
  Go to Settings → Delete Account. This removes your account information from the app. Reinstall or reopen the app and create the correct account type.
• Last resort: email support@kleopro.com with the email tied to your account.

In the app, go to Settings → Delete Account. This removes your account and profile data. If you can’t access the app, email support@kleopro.com with your account email.

No. Kleo is free for clients. Clients only enter basic account info like name and email (and an optional profile picture). You will never be asked to add a credit card or pay to contact providers.

Open the app, choose a service, and enter your zip code. Then use filters like distance, price, and ratings to narrow results.

• Tap a provider card to view their full profile, services, and pricing.
• Use secure chat to confirm details before you commit.

Your phone number is not shared by default. Chat happens inside Kleo.

What other users can see:

• Your name
• Your profile picture (only if you set one)

After that, the only additional details a provider can see are what you choose to share in chat.

Yes. Photos help clarify what you need (examples: a repair issue, a space for a session, inspiration photos, etc.). Only the users in that chat can view what you send there.

Providers pay to be connected with clients. Clients never pay. A charge is initiated when a connection attempt happens.

When you can be charged:

• Client → Provider: If a client contacts you, a charge is initiated to your payment method. If payment succeeds, you gain access to chat for that connection.
• Provider → Client (Job Board): If you contact a client from the job board, your payment method is charged. If payment succeeds, the chat opens.

If a payment fails:

• Your account can be placed in a restricted/hold state until the payment succeeds.
• Update your payment method and retry from the prompt inside the app.

You can review your connection/payment history in the provider area of the app.

Yes, it’s kept secure. Provider payment information is handled by trusted payment processors and is tokenized (meaning the card number itself isn’t exposed during normal app operations).

• Clients never see your payment details.
• Kleo does not display your full payment details to staff either.

You may see limited info like card brand/last four digits for your own reference in-app, but sensitive payment data is protected.

A hold usually happens when a required provider payment fails (example: a connection charge) or when your payment method needs updating.

• Open the app and look for a banner or alert.
• Update your payment method and retry.
• If it still doesn’t resolve, email support with a screenshot of the hold message.

Providers pay per connection rather than paying a mandatory monthly subscription. Any costs shown in the app are related to connections and provider access.

No. Kleo uses in-app chat to help keep personal contact details private. If you share a phone number, address, or other personal info in chat, that’s your choice.