What to include#
You'll get a useful first reply rather than a request for more information if you include:
- What you expected, and what happened instead. These are different sentences and both help.
- Which album, circle or hub — by name. Almost every question turns out to be about a specific one.
- Roughly when it happened.
- App or browser, and which phone or computer.
- Whether anyone else sees it too. "It's fine on my wife's phone" narrows things enormously.
A screenshot is worth several paragraphs, particularly for anything about what is or isn't appearing on screen. You can attach up to 5 to each message, up to 10 MB each. Keepr makes large ones smaller before sending and removes hidden details such as location, and only you and the support team can see them. They're deleted 30 days after your ticket is marked done.
Things worth reporting even if you've worked around them#
- An album that shows a photo count but an empty grid. That means two parts of Keepr disagree about your access. It's a fault, not a setting.
- Photos appearing for one person in a circle and not another, when nothing was hidden.
- A video still processing after several hours.
- Anything in these help pages that turned out to be wrong. The documentation is written from the code and checked, but if a page told you something that didn't match what you saw, that's a genuine error and we'd rather know.
Before you write in#
Two things solve most problems faster than a reply can arrive:
- I can't see photos that should be there — stacks and filters account for a large share of "my photos are missing".
- Upload problems — a full allowance or a read-only account stops uploads while leaving everything visible.
If you're leaving#
If you're cancelling or deleting because Keepr didn't do what you needed, support would genuinely rather hear why. That isn't an obstacle placed in front of leaving — cancelling and deleting your account stay exactly where they are, and neither requires talking to anyone.