Typical response time: under 24 hours. During beta, most questions are answered same day.
What we can help with
🔑
Account & Login
Password resets, login issues, account access, and user management questions.
Email us
💳
Billing & Subscriptions
Tier changes, billing questions, invoices, and founding member discount inquiries.
Email us
🪝
Kits & Equipment
Help with inspections, item setup, shelf inventory, QR scanning, and the equipment library.
Email us
📋
Scheduling & Jobs
Shift setup, job creation, clock-in issues, pay codes, and crew assignment questions.
Email us
🚛
Fleet Management
Vehicle setup, inspection checklists, out-of-service workflow, and problem flag questions.
Email us
👥
Team & Permissions
Invite codes, role configuration, permission toggles, and onboarding new employees.
Email us
📄
Forms & Compliance
Pre-built forms, custom form builder, OSHA retention questions, and digital signatures.
Email us
🐛
Bug Reports
Found something broken? Tell us what happened, what screen you were on, and what device you're using.
Email us
💡
Feature Requests
Have an idea for something KERN should do? Beta testers get priority in the feature request queue.
Email us
Common Questions
How do I reset my password?
On the login screen, tap
Forgot Password? and enter the email address on your account. You'll receive a reset link within a few minutes. If you don't see it, check your spam folder. If you're still stuck, email
admin@getkern.io and we'll sort it out manually.
How do I add a new employee to my company?
Go to Admin Hub → Employees → Invite to generate an invite code. Send that code to your new hire — they enter it on the Create Account screen and their profile is linked to your company automatically. Invite codes expire after 72 hours.
Why can't I delete an inspection record or form?
KERN enforces OSHA minimum retention periods on inspection records, incident reports, and compliance forms. These records cannot be deleted until their retention window has expired — this is enforced automatically by the system, not manually. This is the intended behavior and exists to protect your company legally.
A vehicle failed inspection — why is it showing out of service?
When a critical inspection item fails, KERN automatically flags the vehicle as out of service. This is by design. To clear the out-of-service status, the issue must be resolved and a passing inspection recorded for the critical item. A manager can also manually override the status with a documented reason.
How do I upgrade or downgrade my subscription?
Email
admin@getkern.io with the tier you'd like to move to. Upgrades take effect immediately. Downgrades take effect at the end of your current billing period. Full self-serve tier management via the app is coming soon.
What happens to my data if I cancel?
Your data stays accessible in read-only mode for at least 60 days after cancellation. You can request a full export at any time by emailing
admin@getkern.io. KERN will never delete your data without advance notice and an opportunity to export it first.
Can I use KERN on multiple devices?
Yes. KERN works on iOS, Android, and any modern web browser at pro.getkern.io. Your account syncs across all devices in real time.
Does KERN work offline?
GPS clock in/out and certain inspection actions have offline support — records are queued and synced automatically when connectivity is restored. Not all features are available offline. Full offline mode is on the roadmap for a future release.
How do I report a bug?
Email
admin@getkern.io with as much detail as you can: what screen you were on, what you tapped or entered, what you expected to happen, and what actually happened. Device type and OS version are helpful too. Screenshots are always appreciated.
Will KERN ever sell my data?
No. Never. KERN will never sell, rent, lease, or share your personal information or your company's data with any third party for commercial purposes — under any circumstances. Your data belongs to you. See our
Privacy Policy and
Terms of Service for the full details.