Help & Support
We're here to help.
Keeper is a daily voice-note app for families. 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 — typically within 24 hours.
1. How to reach us
We're a small, independent team based in Geneva. Every email goes to a real person — usually answered within 24 hours, often sooner.
General Support
App questions, bugs, anything else
hello@keeperapp.websiteAccount help, how-tos, bug reports, lost recordings, family group issues, general questions.
Privacy & Data Requests
Access, export, deletion, rectification
privacy@keeperapp.websiteExercise your GDPR, Swiss nDSG, or CCPA 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 within a minute or two. Check your spam folder if it doesn't appear.
I'm not receiving the verification or reset email.
Most issues are spam-filter related. Add noreply@keeperapp.website to your contacts. If the email still doesn't arrive within 10 minutes, email hello@keeperapp.website from the address you used to sign up and we'll resend manually.
I want to change my email address.
Open Keeper → Settings → Account → Change email. We'll send a confirmation link to your new address; you must click it within 24 hours for the change to take effect.
I want to change my name or profile photo.
Open Keeper → Settings → tap your name at the top → edit and save.
Can I have two accounts?
Each person should have one account, but one account can belong to multiple family groups (e.g., your spouse's family and your own). To switch families, open Settings → Switch family.
3. Family groups
A family group is a private circle. Only members of your family can see your voice notes — no one outside, not even us.
How do I invite a family member?
Open Keeper → Settings → Family members → Invite. Share the 6-character invite code via text, WhatsApp, or however you normally talk. They enter the code after signing up.
My invite code isn't working.
Invite codes are case-insensitive but must be entered exactly. If it still fails, the family creator can generate a fresh code from Settings → Family members → Regenerate code.
I want to remove someone from my family.
Open Keeper → Settings → Family members → press and hold the member → Remove from family. They'll lose access immediately. Recordings they made stay in the family archive unless they delete their account.
I lost access to my family.
Email us at hello@keeperapp.website from the address on your account and include the family name and code (if you remember it). We'll verify and help you regain access.
What happens if the family creator deletes their account?
The family group stays intact. Admin rights pass to the next-longest-standing member automatically. The departing person's recordings are deleted; everyone else's are preserved.
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, the toggle 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, the mic on the headphones is used — try without them for a quick comparison.
My recordings aren't appearing on another device.
Make sure you're signed in with the same account on both devices. Pull down on the Stories tab to refresh. If they still don't appear, force-close and reopen the app.
I want to delete a recording I made.
Open the Stories tab → find your recording → press and hold → Delete. Deletion is permanent and removes the recording for everyone in the family. There's a 5-second undo banner.
Can I download or export my recordings?
Yes. Settings → Export my data generates a ZIP with all your recordings as .m4a files plus a JSON of metadata, emailed to you within 24 hours. Highly recommended as a personal backup.
5. Daily questions & notifications
I'm not getting daily-question notifications.
Open your phone's Settings → Keeper → Notifications → make sure Allow Notifications is on. Inside Keeper, check Settings → Notifications → daily reminder is enabled and the time is set.
Can I change the time the daily question arrives?
Yes. Keeper → Settings → Daily reminder → tap the time and set whenever feels right (mornings with coffee tend to have the highest response rate).
Can I add my own questions?
Yes — listeners can submit custom questions to the storyteller. Open Stories → tap the + icon → Suggest a question. Storytellers see custom questions mixed into the daily rotation.
I missed a day. Can I record yesterday's question?
Yes. The current question stays open until you answer it — there's no "expiry". Old questions you skipped are also accessible via the question library in Settings → Question archive.
6. Subscriptions & billing
Is Keeper free?
The core experience — one question a day, recording, and family playback — is currently free. We may introduce optional paid storage tiers or premium features in the future. If we do, we'll give you at least 30 days' notice and your existing recordings won't disappear.
How do I cancel a subscription?
All purchases are handled by Apple (App Store) or Google (Play Store). On iPhone: Settings → [Your Name] → Subscriptions → Keeper → Cancel. On Android: Google Play → menu → Subscriptions → Keeper → Cancel. Cancellation takes effect at the end of the current billing period.
I want a refund.
Because Apple and Google handle billing, refund requests must go through them. For iOS, visit reportaproblem.apple.com. For Android, use the Play Store's "Report a problem" flow. If you've been double-charged or believe there's a billing error, also email us at hello@keeperapp.website so we can help follow up.
I was charged twice for the same purchase.
This is almost always an Apple or Google billing glitch and they'll refund the duplicate. Use the refund flow above. We're happy to confirm what we see on our side if it helps your case.
7. Reporting content
Keeper is a private app — only your family sees your voice notes. But if something inside your family group concerns you, or if you believe an account is being used to harm someone, we want to know.
How to report a voice note or question
- Open Keeper and find the voice note or question.
- Press and hold the item until the context menu appears.
- Tap Report and choose a reason.
- Add a brief description if helpful, then submit.
We review every report within 24 hours. You'll get a confirmation email when we've taken action. Reporting is anonymous within the family — the person reported is not told who flagged the content.
Urgent safety concerns
Copyright (DMCA)
If you believe content on Keeper infringes your copyright, send a formal DMCA notice to legal@keeperapp.website. Required details are listed in our Terms of Service, Section 22.
8. Data & deletion requests
You own your data. You can access it, export it, correct it, or delete it at any time — no questions asked, no friction.
Delete your account
- Open Keeper → Settings → scroll to the bottom.
- Tap Delete account.
- Confirm in the dialog. Your profile is deleted immediately; recordings are purged within 90 days.
Export your data
Open Keeper → Settings → Export my data. We email you a ZIP containing all your voice notes (.m4a) and metadata (JSON) within 24 hours.
Formal GDPR / nDSG / CCPA requests
Email privacy@keeperapp.website with the subject line "Data Subject Request". Specify whether you want access, rectification, erasure, restriction, portability, or to object. We acknowledge within 72 hours and respond substantively within 30 days (extendable to 90 for complex cases, with notice).
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 (App Store / Play Store). If yes, 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. Check your internet connection — recordings stream from cloud storage. If it still won't play, force-close the app and reopen. If only a specific recording fails, email us with the date and storyteller's name so we can investigate.
The app says "Network error" or "Couldn't connect".
Check your Wi-Fi or cellular connection. If other apps work but Keeper doesn't, our backend may be momentarily unavailable — try again in a few minutes. If it persists for more than 30 minutes, email us.
The app is in the wrong language.
Keeper follows your phone's system language. To change it: phone Settings → General → Language & Region → set your preferred language. We currently support English, with French and German planned.
Nothing on this page solves my problem.
Email hello@keeperapp.website with as much detail as possible — phone model, OS version, app version (Settings → About), and a description or screenshot. Real humans reply within 24 hours.
10. Feedback & feature requests
Keeper is built for families, by listening to families. We read every piece of feedback — and a lot of what's in the app today came directly from someone writing in with an idea.
We can't promise to build everything, but we read everything. The best suggestions often ship within a few weeks.
If you love Keeper, the single best thing you can do is leave a short review on the App Store or Play Store and tell one family member about it. It genuinely helps us keep going.
Still stuck?
Talk to a real person.
Every email is read by a human — usually within 24 hours, often sooner.
Email Support