Troubleshooting
Most Kivvie issues come down to sign-in state, profile selection, or a channel being approved for a different child. Start with these checks before contacting support.
A child sees no channels
Confirm the child profile has at least one approved channel. If you just added one, close and reopen the child app or refresh the profile.
A newly approved channel has not appeared
Check that you approved the channel for the correct child profile. Each child has a separate list. Reopen the child app if it was already running.
Google sign-in fails
Try again in a fresh browser session, confirm popups are not blocked, and make sure you are using the same account on the dashboard and child app.
The app asks the child to sign in
Children never need their own Google account. Either sign in with the parent account that created the child profile, or skip sign-in entirely: generate a setup code from the Profiles page on the dashboard and tap "I have a setup code" on the device.
Google only offers my child's account on their device (Family Link or Screen Time)
This is a Google platform restriction on supervised devices, not a Kivvie bug. The account picker refuses to add a parent account, so a parent sign-in is impossible there. Use a setup code instead: open Profiles on the dashboard, generate a code for the child, and enter it in the app on their device. No Google sign-in is needed.
A setup code is not accepted
Codes expire 10 minutes after they are generated and each code is tied to one child profile. Generate a fresh code from the Profiles page and enter it promptly. If the device was paired more than six months ago and has stopped loading videos, pair it again with a new code.
Still stuck?
Contact support with the email address on your Kivvie account, the child profile name, the device type, and the channel you expected to see. Do not send passwords or private credentials.