Help & Support
We're here to help.
Keeper is a daily voice-note app for families and friends. If something isn't working, you have a question about your account, or you want to share feedback, please reach out and we'll get back to you as soon as we can.
1. How to reach us
We're a small, independent team based in Geneva. Every email goes to a real person.
General Support
App questions, bugs, anything else
hello@keeperapp.websiteAccount help, how-tos, bug reports, family or friend group issues, general questions.
Privacy & Data Requests
Access, export, deletion, rectification
privacy@keeperapp.websiteExercise your GDPR or Swiss nDSG rights. We acknowledge within 72 hours and respond substantively within 30 days.
Legal & Copyright
DMCA, infringement, legal notices
legal@keeperapp.websiteIntellectual property notices, copyright takedowns, court orders, formal legal correspondence.
2. Account & sign-in
I forgot my password.
On the sign-in screen, tap "Forgot password?" and enter your email. We'll send a reset link shortly. Check your spam folder if it doesn't appear.
I want to change my profile photo.
Open Keeper → Settings → tap your profile photo at the top → choose a new one from your photo library.
I signed up with Apple / Google / Facebook — how do I sign in again?
Use the same button you used to sign up (Apple, Google, or Facebook) on the sign-in screen. Sign in with Apple is always available on iOS; Google and Facebook sign-in are enabled once we've finished configuring those providers.
Can I belong to more than one group?
Yes — one account can belong to multiple family or friend groups. If you belong to more than one, tap the Keeper logo at the top of the Stories tab to open the group switcher.
3. Family & friend groups
A group is a private circle. Only members of your group can see recordings shared to it — no one outside, not even us.
How do I invite someone?
Open Keeper → Settings → you'll see your group's invite code and a Share button near the top. Share the 6-character code via text, WhatsApp, or however you normally talk — they enter it when creating their account or joining a new group.
I want to remove someone from my group.
Open Keeper → Settings → Family members (or Group members) → press and hold the member → Remove. They'll lose access immediately.
I lost access to my group, or my invite code isn't working.
Email us at hello@keeperapp.website from the address on your account with as much detail as you have (group name, roughly when you joined) and we'll help sort it out.
4. Recording & playback
The record button isn't responding.
Keeper needs microphone permission. Open your phone's Settings → Keeper → make sure Microphone is allowed. On iOS, this is under Settings → Privacy & Security → Microphone.
My recording sounds quiet or muffled.
Speak about 15–20 cm from the phone, in a quiet room, and avoid covering the mic with your hand or a case. If using Bluetooth headphones, try without them for comparison.
I want a recording to stop showing up for me.
Swipe to hide it from the timeline — this only affects what you see; other group members can still see it. Hidden recordings can be brought back any time from Settings → Hidden stories. Keeper doesn't currently offer a way to permanently delete a single recording from a group — only deleting your whole account removes recordings you made (see Section 8).
Can I download or export my recordings?
Yes. Settings → Export my data generates a single file right on your device — containing every recording's actual audio plus your account and comment data — and hands it to your phone's normal share sheet so you can save or send it yourself. It's ready immediately, nothing is emailed and nothing expires.
5. Daily questions & custom questions
I'm not getting daily-question notifications.
Open your phone's Settings → Keeper → Notifications → make sure notifications are allowed for Keeper.
Can I add my own questions?
Yes — you can send a custom question to your group directly from the Stories screen. Storytellers see custom questions alongside the daily rotation.
I missed a day. Can I still record?
Yes — there's no "expiry" on a question. Past answers your group has recorded are also available any time from the Past stories screen.
6. Subscriptions & billing
Is Keeper free?
Yes — the entire experience is currently free, and there is no payment or subscription system in the app today. We may introduce optional paid storage in the future; if we do, existing recordings won't simply disappear — see our Terms of Service for the specific guarantees around notice and export before anything is ever restricted.
7. Reporting content
Keeper is a private app — only your group sees what's shared inside it. But if something inside your group concerns you, or you believe an account is being used to harm someone, we want to know.
How to report something
- Find the voice note, custom question, or comment.
- Press and hold the item until an action appears.
- Tap Report and confirm.
We review every report as soon as possible. Reporting doesn't notify the person you reported.
Urgent safety concerns
Copyright (DMCA)
If you believe content on Keeper infringes your copyright, send a formal notice to legal@keeperapp.website. Required details are listed in our Terms of Service.
8. Data & account deletion
You own your data. You can access it, export it, or delete your account at any time.
Delete your account
Open Keeper → Settings → scroll to the bottom → Delete account. You'll be offered a chance to export your data first, then your account is scheduled for deletion 30 days from your request — not immediately. You can cancel any time before then from the same Settings screen, where a banner shows the scheduled date and a "Keep my account" option.
If you'd rather not wait, a separate, clearly-marked "Delete immediately instead" option is also available — this permanently deletes everything right away with no recovery window, so we recommend exporting first if you choose it.
Export your data
Open Keeper → Settings → Export my data. This builds a single file on your device — containing your actual recordings, not links to them — and opens your phone's share sheet immediately so you can save or send it.
Formal GDPR / nDSG requests
Email privacy@keeperapp.website and let us know whether you want access, rectification, erasure, restriction, portability, or to object. We acknowledge within 72 hours and respond substantively within 30 days.
9. Troubleshooting
The app crashes when I open it.
Force-close the app and reopen. If it still crashes, restart your phone. Still happening? Make sure you're on the latest version, then email hello@keeperapp.website with your phone model and OS version — we'll dig in.
A recording won't play.
Pull down on the Stories tab to refresh, and check your internet connection — recordings stream from cloud storage. If only a specific recording fails, email us with the date and storyteller's name so we can investigate.
The app is in the wrong language.
Open Keeper → Settings → Language → choose Auto (follows your phone), English, Français, or Deutsch.
Nothing on this page solves my problem.
Email hello@keeperapp.website with as much detail as possible — phone model, OS version, and a description or screenshot. Real humans will get back to you.
10. Feedback & feature requests
Keeper is built for families and friends, by listening to them. Open Keeper → Settings → Feedback to send us an idea or a complaint directly from the app — or just email us.