Keepr 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.
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.