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How secure is Keeper?

Keeper is a Zero Knowledge security provider. Zero Knowledge is a system architecture that guarantees the highest levels of security and privacy by adhering to the following principles:

1. Data is encrypted and decrypted at the device level (not on the server)
2. The application never stores plain text (human readable) data
3. The server never receives data in plain text
4. No employee or intermediary can view the unencrypted data
5. The keys to decrypt and encrypt data are derived from the user's master password
6. Multi-Layer encryption provides access control at the user, group and admin level
7. Sharing of data uses Public Key Cryptography for secure key distribution

Data is encrypted on the user's device before it is transmitted and stored in Keeper’s digital vault. When data is synchronized to another device, the data remains encrypted until it is decrypted on the other device.

Keeper is the most secure, certified, tested and audited password management and digital vault in the world. We are the only SOC2 certified password management solution in the industry and certified by TRUSTe for online privacy. Not only do we implement the most secure levels of encryption, we also adhere to very strict internal practices that are continually audited by third parties to help ensure that we continue to develop secure software and provide the world's most secure digital vault. Detailed information about our Zero-Knowledge security platform can be found at https://keepersecurity.com/en_GB/security.html.

Does Keeper have any back doors accessible to employees, government agencies or 3rd parties?

No. Keeper does not have access to our customer's records. We cannot decrypt your data and we do not provide any 3rd parties access to your information. Read our Security Disclosure page for all the details of our multi-layered encryption which ensures that only YOU are able to decrypt, view and access your Keeper records.

Is Keeper Security Inc. HIPAA Compliant or subject to a HIPAA Business Associate Agreement?

KSI is a zero-knowledge security platform and SOC2-certified, and thus is not defined as a 'Business Associate' pursuant to HIPAA. As a zero-knowledge security platform, KSI is not subject to a Business Associate Agreement. KSI is HIPAA compliant since we cannot view, decrypt or access a patient records or data that are encrypted and stored in the Keeper Cloud Security Vault. The highest form of privacy assurance that a health care provider can have is working with a vendor like KSI.

How do I download and install Keeper on my phone, tablet, computer and web browser?

Keeper can be downloaded directly from here.

On your mobile device, open the link https://keepersecurity.com/en_GB/download.html and you will automatically be routed to your App Store (iPhone, iPod, iPad, Android, Kindle, Nook, Surface, BlackBerry, Windows Phone). KeeperFill is a separate download for your desktop web browser.

I forgot my Master Password. How do I reset it?

Users who have signed into Keeper after August 2015 will automatically have our new Account Recovery feature activated. Account Recovery is based on your selected security question, security answer, email address and Two-Factor Authentication code (if enabled). To use Account Recovery, simply open Keeper on the Web App, iOS app, Android app or Desktop app and click on 'Forgot Password' after an incorrect password attempt. If you have Account Recovery enabled on your account, you will be walked through a procedure to reset your master password. If you are unable to complete the Account Recovery procedure, please contact us.

Why does Keeper ask for a Security Question if you are Zero Knowledge?

Keeper's Security Question is used for our new 'Account Recovery' feature. Keeper is zero-knowledge platform, and we do not have access to your master password.

During account signup, you are asked to select a Security Question and Answer. Also during signup, Keeper generates a 'data key' which is used to encrypt and decrypt the 'record keys' stored with each of your vault records. Your 'data key' is encrypted with your master password, and each record key is encrypted with the 'data key'. Each record has an individual, different 'record keys'.

The way account recovery works is by storing a second copy of your data key that is encrypted with your Security Question and Answer. To complete a vault recovery, your are required to enter an email verification code, and also your Two-Factor Authentication code (if enabled on your account). We recommend creating a strong security question and answer, as well as turning on Keeper's Two-Factor Authentication feature from the 'Settings' screen.

How many PBKDF2 iterations does Keeper use?

To be fully compatible with all web browsers, Keeper has a minimum level of 1,000 PBKDF2 iterations, however you can increase the iterations up to 100,000 by visiting the Web App Settings Screen and clicking on 'Advanced Settings'. Increasing PBKDF2 iterations improves security but may increase the time to login to your vault. If you use IE, Safari or Firefox, we recommend keeping it at 1,000 iterations. Chrome, mobile applications and desktop applications can take advantage of higher iterations without dramatically increasing login times.

I have multiple Keeper accounts. What should I do?

Be sure to log in to Keeper on all devices that you are using and check the 'Account' screen to verify the email address you are using. Next, contact us and provide the email addresses that you have associated with Keeper.

How do I sync my devices together?

Keeper's 'Internet Sync' feature will securely and automatically sync to all of your devices on your account. To perform a sync, just login to Keeper. For the fastest syncing across your devices, ensure that push notifications are enabled for the Keeper app in your device settings menu. Also, ensure that the devices you would like to sync are logged into Keeper on the same email address and master password. If your information does not sync, visit the 'Sync' screen, choose 'Internet Sync' and tap 'Sync Now'.

I currently use a different password manager. How do I switch to Keeper and import my records?

Most password managers allow you to export your information to a .csv file. You can then import this file into Keeper using the Web App or desktop application.

1. Start by visiting the Web App or installing Keeper Desktop. The Import feature is found under the 'Backup' screen on Web App and under the 'Import/Export' screen on Keeper Desktop.

2. Drag and drop your .csv file into the Import feature or choose 'Import from Plaintext file' and locate the file on your computer.

3. Choose a field name from each drop-down menu to route your information correctly. Title is the only required field. You can choose 'ignore' for all fields that do not apply to your records. Custom Field Name and Custom Field Value must be separate columns.

4. Once all of your information is organized correctly, click Import and your records will appear in the Data Vault.

I have a new device. How do I transfer my Keeper records from the old device to the new device? Do I need to purchase again?

You do not need to pay again when replacing your device. To transfer records from one device to another, simply login to Keeper on the new device using the same Master Password and email address. iOS, Android and Windows Phone users will be prompted to pay for the new device or transfer from an old device. After payment or transfer is completed, your information will be automatically synced. If you do not have Internet Sync enabled, visit the 'Sync' screen, tap 'Internet Sync' then 'Sync Now'. If you need help transferring your device, please contact us and we will assist. For pricing information, visit https://keepersecurity.com/en_GB/pricing.html.

How do I change the email address associated with my Keeper Profile?

First, login to Keeper, visit the 'Sync' screen, choose 'Backup' and tap 'Backup Now'. This will ensure that your information is backed up when you update your email address. Then login to our Web App at https://keepersecurity.com/vault/#lang/en_GB/ and click on 'Settings' then 'Change Email Address'. NOTE: After changing your email address, you need to reset Keeper on all of your devices. The on-screen help will provide you the platform-specific instructions.

How do I turn on fingerprint / Touch ID login?

iOS Touch ID - Ensure you have set up your fingerprint on your iPhone. Next Log in to your Keeper vault and tap the 'DNA' tab on the bottom of the screen. Then tap 'Touch ID' and turn the feature on. Log out then log back in and you should be all set. Note: Touch ID only works on iPhone 5s or newer.

Android Fingerprint - Ensure you have set up your fingerprint on your Android device. Log in to Keeper vault and tap Menu (three dots on top right). Tap 'Settings' and then scroll down to 'Fingerprint Authentication'. Tap 'ON' and then tap OK. Note: Fingerprint only works on certain Android phones.

On Android, Keeper's fingerprint login feature requires you to enter your Master Password at least one time while the Keeper app is active on the device. If you force close Keeper (from the app tray), or if you restart the device, you may be asked to login again with your Master Password. Subsequent logins will provide you with fingerprint login ability.

How do I use Keeper DNA?

Keeper DNA is available for Apple Watch and Android Wear devices. To enable Keeper DNA, please login to Keeper, go to the 'DNA' screen and choose the method you prefer. Visit our support page to watch short video tutorials for DNA. Note: One-Time Passcodes cannot be used at the same time with a wearable device.

How do I turn OFF Two-Factor Authentication?

iPhone/iPad/iPod
Login to Keeper, go to DNA screen, tap on One-Time Passcodes and turn it off.

Android
Login to Keeper, go to settings, tap on Two-Factor Authentication and turn it off.

Web App
Login to Keeper's Web App at https://keepersecurity.com/vault/#lang/en_GB/, go to 'Settings', choose 'Two-Factor Authentication' and turn it 'OFF'.

I purchased through the App Store but Keeper is still asking me to pay?

App store purchases may take some time to post to Keeper. If you are experiencing payment delays, please email us at support@keepersecurity.com with a copy of your App store purchase receipt and we will expedite your request.

How do I reset my Keeper application to its original settings?

To reset your application, use the steps below for your specific platform. If possible, backup your data before you reset. This is found under the 'Sync' tab. Note that all deleted records can be recovered by using Cloud Restore or Internet Sync.

iPhone / iPod / iPad
On your home screen, tap on the 'Settings' app. This will take you to the Settings panel, where you need to scroll down until you see the Keeper icon. Tap on the Keeper icon, and then switch 'Reset Keeper' to the on position. Return to the home screen and open the Keeper application like you normally would. You will be prompted with a window asking if you are sure you want to reset Keeper. Tap 'Reset Keeper' and your reset is complete. The next time you load Keeper, it will be reset to its original settings.

Android
On your home screen, tap on the Applications Drawer button (looks like a square composed of dots). Locate the Settings icon. Some Android devices may have the Settings icon displayed on the home screen. Wherever you find it, tap on the Settings icon, and then tap on the Applications menu. Scroll down until you see the Keeper icon and tap on it. Click on the Clear Data button, and then click OK. The next time you load Keeper, it will be reset to its original settings.

Desktop (Mac, PC, Linux)
Choose 'Reset Keeper' from the Help menu on your desktop application. If you forgot your Master Password or Security Question, please contact us for assistance.

What is Self-Destruct?

Self-Destruct is an important security feature that will delete Keeper records on your device if the incorrect password is entered 5 times. Self-Destruct will not delete the records stored on Keeper's Cloud Security Vault. To retrieve your records after a Self-Destruct occurs, simply sign into your account with your Master Password, Security Answer and optionally your Two-Factor Authentication code. Your information will be sync'd to your device. Alternatively, you can perform a Cloud Data Restore from the Sync screen of your app. Note: Only paid Keeper customers will be able to sync, backup and restore their stored records on the Cloud Security Vault.

Why am I unable to view a shared record?

If you are unable to view a shared record after you accept a sharing request, please contact us immediately and we'll provide you the steps to resolve this issue.

Can I upload files of any format?

Yes. Keeper supports storage of all file types and formats. If you are using the Web App, we recommend using Chrome. You can also use Keeper's Desktop App to upload larger files. Keeper Desktop can be downloaded from here.

How do I use the Auto-Launch Feature for websites?

Keeper's 'Auto-Launch' feature makes it easy to open your favorite websites from within Keeper.

Just enter the website address in the Login URL field when creating a record. To access, tap or click the URL. Once you are on the website, you can use Keeper's 'Auto-Fill' feature. On your mobile devices, tap on the username and password fields and your login information will appear as two buttons at the top of the screen. Tap on your login information and it will Auto-Fill for you. On desktop computers, Auto-Fill is available on Safari, Internet Explorer, Firefox and Chrome web browsers using KeeperFill. Visit the Download Page to install the KeeperFill browser extensions.

How do I auto-fill my information on a website form?

Auto-Fill is available on Safari, Internet Explorer, Chrome and Firefox web browsers using KeeperFill available here. Additionally, you can auto-fill usernames, passwords, account numbers, credit card information and more all from your mobile apps. Simply create and save a record with your login information and website URL. Click the URL to launch the website and your information will appear at the top of the page. Click the field of your choice (i.e password field), then click on your password at the top of the page and it will auto-fill for you. All custom field information is found under the button in the upper right corner.

What is KeeperFill?

KeeperFill allows you to easily auto-fill Keeper record information in mobile apps and browsers. KeeperFill is available on Android, iOS and all desktop web browsers (Chrome, Safari, Firefox, Internet Explorer). Visit our support page to watch short video tutorials for each platform. To download the latest version of Keeper for your device or to download KeeperFill to your web browser, click here. To activate KeeperFill on Android, visit the 'Settings' screen and turn it 'ON'. To activate KeeperFill on iOS, launch Safari and navigate to a website. Select the icon with the arrow in it. Scroll over and tap on 'More'. Turn on KeeperFill and slide it to the top. The Quick Start Guide located in the app shows how to do this.

Does KeeperFill work on IE 11?

Yes, the KeeperFill extension works on all versions of IE. On IE11, 'Enhanced Protected Mode' must be disabled. Go to Tools -> Internet Options -> Advanced -> Enable 64-bit processes for Enhanced Protected Mode -> UNCHECK. Tools -> Internet Options -> Advanced -> Enable Enhanced Protected Mode -> UNCHECK. Tools -> Internet Options -> Advanced -> Enable third-party browser extensions -> CHECKED. To download KeeperFill, click here.

How do I remove myself from a record that is shared with me?

To remove yourself from a record that is shared with you, simply delete the record.

Can I share a file that is not attached to a record?

All files and photos must be attached to a specific record in Keeper, and it must have a 'title'.

When I receive a shared record that contains a file, does it count against my file storage limit?

No. If a record that contains a file is shared with you with Can View permissions, you are able to view the record and file but it will not affect your file storage limit. However, if the shared record is set to Can Edit permissions and you insert files into that shared record, the additional files will count against the owner's storage limit.

If I share a record and the recipient adds files to that record, does this affect my file storage limit?

Yes. You can prevent other users from adding files to your shared Keeper records by selecting the Can View permission setting.

Can I store files in my vault as a free user?

Active free trial users are allowed to store up to 5 files in their Keeper vault. Expired free users must upgrade their subscriptions to begin storing files.

How do I increase my file storage limit?

Additional file storage can be added a few different ways. On your mobile device, visit the Help screen and choose Account. In the Web App, visit the Account tab or click here to add file storage from our website.

How is Keeper's file storage different than Google Drive, Dropbox and other file storage options?

Unlike traditional cloud storage providers, files stored in Keeper are only accessible by the customer because they are instantly encrypted and decrypted on-the-fly on the device that is being used - even when using the Keeper Web App. The method of encryption that Keeper uses is a well-known, trusted algorithm called AES (Advanced Encryption Standard) with a 256-bit key length. The cipher keys used to encrypt and decrypt files are not stored or transmitted to Keeper's Cloud Security Vault. To provide syncing abilities between multiple devices, an encrypted version of this cipher key is stored in the Cloud Security Vault and provided to the devices on a user's account. This encrypted cipher key can only be decrypted on the device for use in subsequently decrypting files. What this means is that only YOU have access to your files and passwords.

How do I sign up my company with Keeper Enterprise?

Please email our Enterprise sales team at sales@keepersecurity.com. To learn more about Keeper Enterprise, click here.

How do I import users into the Enterprise Admin Console?

Users can be imported into the Enterprise Admin Console via our Enterprise Bridge application or CSV text file. To download the Enterprise Bridge software, login to the Admin Console and click on the 'Enterprise Bridge' tab. To import users with a CSV file follow these instructions:

1. Create and save your .txt or .csv file with user information listed in the following column order: Email Address, First Name, Last Name

2. Drag and drop your file into the Import section of the Enterprise Admin Console.

3. Review user information before clicking Import and users will be automatically invited to your enterprise.

Does Keeper integrate with Active Directory?

Yes, if you are an Enterprise customer, you can onboard users with Microsoft Active Directory via Keeper's Enterprise Bridge available for download from within the Keeper Enterprise Admin Console. Please contact Keeper's sales team at sales@keepersecurity.com for integration assistance.

What's the difference between the Mac App Store version and Keeper Desktop?

Keeper 'Mac App Store' version is 100% cloud-based and does not offer local storage (it requires an Internet connection). Keeper Desktop is compatible with Mac OS version 10.4+ and features full offline capabilities. Keeper Desktop also utilizes the Java runtime. To download Keeper, click here.

What's the difference between Keeper for Windows Store and Keeper Desktop?

Keeper for Windows Store is optimized for Windows 8.1, 10 and Surface devices and installed from Microsoft's App Store. Keeper Desktop works on any PC running Windows XP/7/8/10 and installed directly from our website. To download Keeper, click here.

Is Keeper affected by the Heartbleed OpenSSL vulnerability?

No. Keeper user's data is NOT affected by Heartbleed due to our client-side encryption and perfect forward secrecy. Users should continue to use Keeper to maintain different passwords on different websites, which reduces their risk from individual sites that were affected by the vulnerability.

Why does Keeper require an Internet connection to set up my account?

Keeper only requires an Internet connection when initially setting up your account profile, or when syncing encrypted data between devices. Read our Security Disclosure page for full details of our multi-layered encryption technology which ensures that only YOU are able to decrypt, view and access your Keeper records.

Why am I Unable to Sync, Backup or Restore?

Please update to the latest Keeper version on all your devices and computers from https://keepersecurity.com/en_GB/download.html

I'm getting warning messages or can't access the Web App on Internet Explorer.

Please update your Internet Explorer to version 8 or newer. Keeper Web App does not work on versions older than IE8.

Keeper Desktop on my PC is unable to connect and gives me a 'proxy error'. How do I resolve this?

If you have a firewall application or anti-virus running on your computer, it might be blocking Keeper from communicating. Following the instructions of your firewall or anti-virus application, make sure Keeper is allowed to communicate with the domains keepersecurity.com and keeperapp.com over port 443 (https).

Why do I have two Keeper icons on my iPad?

Beginning in 2014, Keeper became a Universal iOS Application for iPhone, iPad and iPod devices. Simply login to your account by selecting the new icon using your same master password and email address. Your information will appear upon login. We also recommend backing up your information from within the new app to ensure your data is always secure and accessible. You can then uninstall the previous Keeper icon from your device by tapping and holding the icon until an 'X' appears, then select 'Delete'.

Why am I getting an error about invalid security question on iOS?

To resolve this issue, go to your iOS device's home screen, tap on the 'Settings' app. Scroll down until you see the Keeper icon. Tap on the Keeper icon, and then switch 'Reset Keeper' to the 'ON' position. Return to the home screen and open the Keeper application like you normally would. You will be prompted to confirm the reset. Tap 'Reset Keeper' and your reset is complete. The next time you load Keeper, it will be reset to its original settings. Open Keeper, skip the tour, choose 'already have an account', and login with the same master password and the same email.

Why is Android not accepting my Master Password after update?

Please update to the latest version on Google Play. If you are not seeing the latest version, please reboot your phone and check Google Play again. If you forget your Master Password, contact us.

Why am I getting duplicate records and how do I delete them?

We have a new tool you can use to remove duplicate records from your Keeper app. Please login to the Web App and then click on 'Settings'. Then click on the 'Find Duplicates' button. After you have deleted the duplicate records, simply login to your Keeper app on your devices and the duplicates will be gone.

To prevent duplicate records, please do not cancel Sync while it is running. We also recommend switching from Wi-Fi sync to Internet Sync -- it's fast, secure, fully encrypted and extremely easy to use. Simply update to the latest version of Keeper and visit the Sync screen and then tap on 'Sync' then 'Internet Sync' and 'Sync Now' to perform a full sync. Partial sync will occur automatically as records are added, edited and deleted.

Why does Keeper say my Master Password needs to match my Profile Password?

In order to sync, Keeper requires your Master Password to be the same on all your devices. If you are confident the password is correct, contact us and we will provide steps to resolve this issue.

Why is Google Play giving 'Package File Invalid' error or 'error 497'?

This is a bug with Google Play. Turn off Wi-Fi and try to download/update from Google Play again.

If this does not work, please try the following:

Login to the Web App. Click on 'Backup' then 'Cloud Backup' and perform a backup before proceeding.

Then, try each of the following:

1. Go to Settings on your phone >> apps >> Google Play Store >> Clear cache and data

2. Go to Settings on your phone >> apps >> Google Service Framework >> Clear cache and data

3. Go to Settings on your phone >> apps >> Google Play Store >> Uninstall Update

4. Go to Settings on your phone >> apps >> Keeper >> Clear cache and data. Then run update again in Google Play

Then try to re-install or update Keeper from Google Play.

After my free trial is up, will I lose my data?

No, you will not lose your data but we highly recommend backing up your data during your free trial so that you can restore at any time in the future.

We also recommend that you upgrade to Keeper Backup. This will give you unlimited and secure storage of your Keeper records in our Cloud Security Vault™ at all times. If you don't upgrade to Keeper Backup after your free trial ends, you will still be able to use the free version of Keeper on your device. However, you will lose sync, backup and unlimited secure cloud storage.

Why does the Android app have full Internet and calling permissions?

All of Keeper's important sync features such as Internet Sync, Backup and Restore require the use of the Network and Internet. Your data is not transmitted or accessed without activating any of these features.

Keeper will also recognize any phone number entered into a Custom Field. Click on the phone number and you will see the option to call directly from the Keeper application. Keeper will not make voice calls without your consent.

Is Keeper Enterprise available for purchase from my app store?

No, Keeper Enterprise can only be purchased by contacting our sales team at sales@keepersecurity.com.

I'm currently a Keeper Backup customer. How do I upgrade to Keeper Enterprise?

To purchase Keeper Enterprise, contact our sales team at sales@keepersecurity.com.

How do I access the Enterprise Admin Console?

The Keeper Enterprise Admin Console can be accessed directly from our website homepage or simply click here. Click 'Login' in the upper right corner and then choose 'Enterprise Console'. Login with your email address and Master Password.

What is Two-Factor Authentication and how do I use it?

Two-Factor Authentication (also referred to as 'Keeper DNA') is a two-step security feature designed to add an extra layer of protection on your Keeper account. To enable Two-Factor Authentication, simply login to the Web App, iOS or Android app and visit the 'Settings' or 'DNA' screen. You can select SMS, Keeper DNA, RSA or Google Authenticator methods.

How do I delete a folder?

On iPhone/iPad/iPod, simply swipe the folder with your finger in the Folders view. On Android, press-and-hold the Folder name. On Keeper Desktop, select a folder and click Delete.

Does iTunes backup my Keeper data?

No. iTunes only backs up certain information like contacts, music and application binaries. iTunes does not provide ways to restore 3rd party application data. When you upgrade your phone, application data is almost always deleted in the process. Using Keeper's paid version will automatically sync your information across multiple devices, seamlessly and securely.

What does 'Copied to Clipboard' mean?

The clipboard is where things go on your device and computer when you Copy something to Paste later.

In Keeper, you can copy record information to the clipboard by tapping the clipboard icon next to the field that you wish to copy.

On Android devices, you press-and-hold the field. Now, when you switch to another application (such as a web browser or email) you can Paste the content into that location. After you logout of Keeper, the information stored in the clipboard is automatically erased. To avoid using the clipboard, we recommend using our KeeperFill feature.

How do I change or reset my Master Password?

You can change your Master Password by visiting the Options/Settings screen. Syncing between mobile devices and computers will only work properly when your Master Password is identical on the devices. Make sure to note whether you are using the number or letter pad when setting your Master Password.

How do I delete a record?

Tap on the record you wish to delete and the Delete button will appear. Tap 'Delete' and confirm.

How do I restore data from one device to another?

Keeper's Cloud Backup and Cloud Restore features allow you to easily transfer your Keeper records between devices.

1. Backup your information to the Cloud. Visit the Sync screen, choose Backup and tap the Backup Now button.

2. On your other device, visit the Sync screen and choose Restore.

3. Your email address will be listed. Tap Send Verification Code. Retrieve the verification code from your email and enter it into Keeper. Then select the backup file you wish to Restore and answer the preselected security question. *Only backup files created prior to the verification code request will be listed.

4. Your information will now be restored.

I forgot the answer to my security question.

If you forget the answer to your security question, contact Keeper Support to reset your security question and answer. However, please note that all previous backup files will require the original security answer in order to restore.

How do I update my version of Keeper Desktop?

When software updates are available or required, Keeper will prompt you to update from within the application or you can visit Download Now.

What are custom fields?

Custom fields allow you to add additional information to individual records such as credit card numbers and account numbers. To add a custom field, click the '+Add Field' button, and you will see field name and field value. An example would be 'Account Number' for field name and '1234' for field value. You can add as many custom fields as necessary. Make sure to save the record when done.

How do I move a Keeper record to a different folder?

On your mobile device, choose the record you wish to move, tap Edit and then tap the Folder icon to select a different folder name. On the Web App and Desktop applications, click Edit and start typing in the folder field. All matching folder names will appear and you can select a different folder name in order to move the record. Make sure to save after editing your record.

I have lost my data due to X, Y and Z, what do I do? (Android)

If you performed Cloud Backup before the loss of data then follow these instructions:

1. Open the Keeper application.

2. Create a Keeper Profile if the application is asking for one, otherwise enter your Master Password to login.

3. Visit the Sync screen and choose Cloud Restore.

4. Enter the email address associated with your Keeper account and tap Send Code. Retrieve the verification code from your email and enter it into Keeper.

5. Select the Backup file you wish to Restore and answer the preselected security question.

6. Tap the Restore Now button and your information should be restored.

If you did not perform Cloud Backup but have used Internet Sync, please try the following steps:

1. Open the Keeper application.

2. Create a Keeper Profile if the application is asking for one, otherwise enter your Master Password to login.

3. Visit the 'Sync' screen, choose 'Internet Sync' and tap the 'Sync Now' button. If you are still unable to access lost data, contact us and we'll provide additional recovery instructions. Keeper's support team can assist you in recovering your data from any point in time.

I have lost my data due to X, Y and Z, what do I do? (iPhone, iPad, iPod)

If you performed Cloud Backup before the loss of data then follow these instructions:

1. Open the Keeper application.

2. Create a Keeper Profile if the application is asking for one, otherwise enter your Master Password to login.

3. Click on 'More' then 'Sync' and choose 'Cloud Restore'.

4. Enter the email address associated with your Keeper account and tap Send Code. Retrieve the verification code from your email and enter it into Keeper.

5. Select the Backup file you wish to Restore and answer the preselected security question.

6. Tap the Restore Now button and your information should be restored.

If you did not perform Cloud Backup but have used Internet Sync, please try the following steps:

1. Open the Keeper application.

2. Create a Keeper Profile if the application is asking for one, otherwise enter your Master Password to login.

3. Visit the Sync screen, choose Internet Sync and tap the Sync Now button. If you are still unable to access lost data, contact us and we'll provide additional recovery instructions. Keeper's support team can assist you in recovering your data from any point in time.

Why should I upgrade to the paid version and Backup my data?

It is very important to Backup your information to Keeper's Cloud Security Vault. All data that is backed up can be restored at any time, from any device on your account. This added protection has saved many Keeper customers when their device was lost, stolen, damaged or replaced. When you buy Keeper, you get Unlimited Storage, Cloud Backup and Restore Capability.

What is the password generator?

Using the same password to log in to all of your internet accounts may be easy, but it significantly increases your chances for internet fraud. We recommend using highly random, long strings of letters, numbers and characters for your internet passwords. We also recommend using different passwords for different websites to protect yourself from potential security breaches.

Keeper's Password Generator enables you to create maximum strength, random passwords that Keeper can store and manage for you until you need them. When creating a new record, the Password Generator can be accessed by tapping on the login or password fields and then selecting the 'Dice' button to the right of the screen.

Does Keeper run on Linux or Unix?

Yes - Keeper Desktop software runs on every platform that has Java. The linux version of Keeper Desktop can be downloaded directly from this link: Linux - Keeper Desktop

Unzip the file and see the file called README_LINUX.TXT for install instructions.

I receive the message, 'You Can't Purchase This Item With This Account. You must purchase the app that this item is for before you can purchase the item.'

Please double check which iTunes account you are signed in to on your device. Apple's new policy states that all users are now required to use the same iTunes account that they purchased the app with to purchase any in-app items.

To double check your settings, go to the 'Settings' menu on your home screen and choose 'Store'. Make sure the iTunes account here is the same as the one you first bought the app with. If the account is the same, log out of your iTunes account and log back in. You can also restart your device.

I unsubscribed to Keeper emails, but I would like to re-subscribe again.

You can re-subscribe to all Keeper informational and promotional emails by visiting this link: https://keepersecurity.com/en_GB/subscribe

How much does the Web App cost?

If you are an existing, paid customer using Keeper on any device, then you get unlimited access to the Web App for free. If you are not a paid customer and wish to use Web App, you can purchase Keeper Backup or Keeper Enterprise.

Will the Web App sync to my other devices?

Yes. Make sure to use the same Master Password and email address when logging into the Web App, and your information will appear upon login and verification of your security question. If your information does not sync, visit the Sync tab on your other device, choose Internet Sync and make sure Auto-Sync is enabled.

How do I access the Web App?

Visit our Web App at https://keepersecurity.com/vault/#lang/en_GB/. Login with your Master Password and email address. Keeper's Web App can be accessed from any computer with an Internet connection. Supported browsers include Chrome, Safari, Firefox and Internet Explorer.

Can I access the Web App from my mobile device?

Yes, the Web App works on any web browser across all tablets, mobile devices and computers, and is optimized to scale automatically based on the size of the screen. When you use the mobile browser to access to Keeper's Web App, you will not be able to open stored files. We recommend using Keeper's native applications on your mobile device.

Is Web App as secure as traditional Keeper applications?

Yes. Security is our number one priority. For technical details read our Security Disclosure page. The Web App utilizes the same level of 256-bit AES encryption as Keeper running on your other devices, and it communicates over a secure connection to Keeper's Cloud Security Vault. For your protection, the Web App does NOT store your data locally on your computer. Keeper records are not retained for offline access when using the Web App. Additionally, no personal information is stored in the browser or cookies.

As a convenience, you may tell the Web App to retain your email address for faster access by clicking the 'Remember My Email Address' checkbox. If you are using a public computer, or a computer which you do not control, we recommend not using the 'Remember' checkbox.

How is Web App different from all other Keeper applications?

Web App allows all paying Keeper users to access their Keeper records from a web browser. Although Web App offers great convenience, it relies on an Internet connection and does not include features such as Wi-Fi Sync and Local Backup/Restore. Web App provides additional convenience for accessing your secure data vault.

I read about a Java vulnerability. Does this affect Keeper Desktop?

The reported Java vulnerabilities affect only Java runtime which operates inside web browsers. A complete uninstall of Java is not necessary. Instead, we recommend that you disable Java from within your web browser by following the link below. Keeper Desktop will not be affected.

http://www.java.com/en/download/help/disable_browser.xml

How do I share a record?

After you create and save a record, click the Share+ button. Then enter an email address manually or from your Contacts list, and click Save. A share request will be sent to that user.

How do I share a record with my entire group or subgroup?

From the Sharing screen, you can share a record either individually with another Keeper user. Enterprise users can also share a record to all members of a subgroup. Subgroups can be created by the Enterprise administrator in Keeper's Enterprise Admin Console.

Can I share Keeper records with anyone?

You can only share Keeper records with other Keeper users who have a paid account. If you would like to share with someone who does not have an account, you can enter their email address from the 'Share' screen and they will receive an invitation to create an account. After they have created an account, the required encryption keys are established and you can then begin sharing records.

What if I share with the wrong email address?

Records can only be shared with and viewed by Keeper users. Once you share a record, the recipient's email will be listed as a 'Pending Share' and you can delete an email from this list at anytime.

Why do I have to re-share a record for someone once they have accepted my sharing invitation?

When you share a record with someone who is not an existing Keeper user, a one-time verification step is required. They must create a Keeper account and accept your share request to ensure that the information is safeguarded in the secure data vault. To verify that the user is the intended recipient of your share request, our system sends you a private email to verify and you must re-share the record. This verification request is only sent once.

Can I decide who can view and make changes to my shared records?

Yes. As the owner of a record, you assign 'Can View' and 'Can Edit' permissions to each person you share with. After entering an email address, tap 'Can View' to switch between permission options and then select 'Save'. You can change user permissions at any time by tapping on their email address. You can also transfer ownership of a record to another Keeper user.

How does sharing affect Cloud Backup, Cloud Restore and Export?

Records that have been shared with you will not be included when you perform Cloud Backup or Export your information to your computer. Only records that you own will be included. If you perform Cloud Restore, you will need to re-share your records.

Is there a limit to the number of people I can share a record with?

No. You can share your Keeper records with an unlimited number of Keeper users.

How do I remove a user from a shared record?

If you need to remove someone from a record, visit the share details screen, tap their email address and choose 'Remove From This Record' or 'Remove From All Records'.

How do I edit a folder within Keeper?

On iOS devices, press-and-hold the folder and a cursor will appear. On Android, press-and-hold the folder and choose 'Rename Folder'. Make your changes and tap anywhere on the folder name to Save. On the Web App, click the folder and then click the pencil icon. On Windows Phone you must edit the records under the same folder individually in order to change the folder name.

How much does KeeperFill cost?

You must purchase Keeper for at least one device in order to view and save information to KeeperFill on your computer's web browser and use KeeperFill.

How do I save new information to Keeper using the KeeperFill browser extension?

Once KeeperFill is installed on your web browser, all website form fields will include a small lock icon. Click the 'lock icon' and then click Yes to create a new Keeper record. Then enter your information into each field and click Fill & Save. The next time you visit your data vault, your information will be saved to an Unfiled folder. On Android, tap the 'lock icon' and then tap into any form field on the screen.

Why is the Keeper lock icon not showing in my website form field?

The Keeper lock icon will not show if you have saved the site to your 'Disabled Websites' list. Visit the main menu of your KeeperFill browser extension and choose Disabled Websites to manage which sites you would like Keeper to remember. If the website is not listed under disabled sites, please try clicking on the KeeperFill icon in the toolbar to see if that activates the feature. Contact Us if you need assistance.

Does Keeper support deep links or URL schemes?

Yes, on iOS, Keeper supports the URL scheme: keeper:// and more specific deep links are coming soon.

How do I search my Keeper records?

Keeper's search feature allows you to quickly locate your records. Begin typing in the search field and only matching records will be listed. The search applies to all fields so for example, typing in 'G' will yield all records that contain a 'G' in Title, Login, Password, etc.

Can I sync with a USB data cable to my phone?

No, this functionality is not available.

Can I use Keeper as part of my family's Estate Plan?

Yes. Keeper is great for families because it safeguards important passwords to websites and other sensitive, private information. Keeper allows family members to securely share private Keeper records with other family members who are also Keeper users. To safeguard against the risk of not having access to a family members accounts in the event of a disability or death, we recommend that you consult with an estate planning attorney. Your attorney can have your family member's password secured with the respective law firm under seal so that upon the passing or disability of that family member, a legally-appointed family member can access credentials to the Keeper account. (Note: If the family member used Two-Factor Authentication with their Keeper account, you will also need to secure physical access to their mobile device in order to retrieve their two-factor verification code.)

What if one of my family members dies or becomes disabled and I need to access their Keeper account?

Keeper allows family members to securely share private Keeper records with other family members who are also Keeper users. To safeguard against the risk of not having access to a family members accounts in the event of a disability or death, we recommend that you consult with an estate planning attorney. Your attorney can have your family member's password secured with the respective law firm under seal so that upon the passing or disability of that family member, a legally-appointed family member can access credentials to the Keeper account. (Note: If the family member used Two-Factor Authentication with their Keeper account, you will also need to secure physical access to their mobile device in order to retrieve their two-factor verification code.)

Why is the Web App not working on Internet Explorer?

Please update your Internet Explorer to version 9 or newer. Keeper Web App does not work on versions older than IE9.

How can I see how much storage I have available?

To view your file storage usage and limit, visit the 'Account' screen on your mobile device, or visit the 'Account' screen on the Web App.

What kind of Transport Security Layer encryption does Keeper use?

Keeper implements AES-256 and AES-128 based TLS cipher-suites. More detailed information about our security can be found here.

Does Keeper permit RC4 based TLS encryption?

No, Keeper does not use RC4 based TLS encryption for the API or for transporting encrypted data to the cloud vault. RC4 is now considered weak and is only supported for compatibility with older web browsers. More detailed information about our security can be found here.

Why does my browser switch to HTTPS when visiting www.keepersecurity.com?

Keeper redirects all connections to our website to a secure HTTPS connection. In fact, HTTPS is all we allow. We also implement Hypertext Strict Transport Security (or HSTS). If your browser supports HSTS, all connection to Keeper will automatically be redirected to the HTTPS site in your browser. HSTS prevents an attacker or malicious software from tricking your browser from sending data unencrypted to the Keeper's website or cloud vault. More detailed information about our security can be found here.

Which SSL/TLS protocols does Keeper support?

Keeper supports TLSv1.0, TLSv1.1, and TLSv1.2 protocols. More detailed information about our security can be found here.

My Motorola home screen crashes with KeeperFill enabled.

There is a known accessibility bug in the KitKat version of the Motorola Homescreen launcher. The user has three solutions:

1. Remove the default messaging app from the homescreen. Hangouts is the official KitKat default, and for some reason the old messaging app doesn't play nice.
2. Go to settings/apps/all apps/Home Screen app/clear data
3. Switch to a different launcher (aka Apex, Nova, Aviate, etc.)

What is Wi-Fi Sync?

Wi-Fi Sync is a feature that allowed legacy Desktop app users to sync over the local wi-fi network without accessing the Cloud Security Vault. Keeper is deprecating this functionality in October 2015. Please use Keeper's secure 'Internet Sync' feature instead.

How do I uninstall Keeper from my device?

Keeper Desktop
Windows: Visit your Control Panel and choose 'Uninstall a Program'. Locate Keeper and right-click to uninstall. Then search your computer for a 'keeper.sql' file and delete to complete the uninstall process. A directory called KeeperData (or other name if you renamed this directory previously) may remain on your computer and may include user data. To ensure a complete removal of the software, look for and delete this directory from your computer. The KeeperData directory is typically located in the user's home directory under \AppData\Roaming (eg. for user fred: C:\Users\fred\AppData\Roaming\KeeperData). If you modified the path to the KeeperData directory you need to look at the path you have provided.

Mac: Simply drag the Keeper icon from your Applications folder to your Trash. A directory called KeeperData (or other name if you renamed this directory previously) may remain on your computer and may include user data. To ensure a complete removal of the software, look for and delete this directory from your computer. The KeeperData directory is typically located in the user's home directory (eg. for user fred: /Users/fred/KeeperData). If you modified the path to the KeeperData directory you need to look at the path you have provided.

Linux: Move the 'Keeper' and 'KeeperData' folders to Trash.

Android
Navigate to your device's Settings and locate your Apps menu. Find Keeper in the list of installed Apps, select it, then tap Uninstall (preloaded devices may have a button named 'Turn off').

iPhone/iPad/iPod Touch
Locate Keeper on your home screen, then tap and hold the icon. Wait until all icons start to wiggle, and tap the 'x' next to Keeper. Confirm you wish to delete the app.

Windows Phone
On Start, flick left to your App list. Then tap and hold Keeper, tap Uninstall. Confirm Yes.

KeeperFill Browser Extensions
Chrome: Right click on the Keeper icon on your toolbar and click Remove
Firefox: Click Tools > Add-ons. Find Keeper and click Remove.
IE: Visit your Control Panel and choose 'Uninstall a Program'. Locate Keeper for IE and right-click to uninstall.
Safari: Click Safari > Preferences and click Extensions. Find Keeper and click Uninstall.

Please note that the user’s browser may store cached information that can be removed via the browser’s cache deletion mechanisms.
Chrome: Chrome - Clear Browsing Data
Firefox: Firefox - Preferences - Advanced - Network tab
IE: Tools - Internet Options - General tab, under Browsing history, click Delete (Check the Temporary Internet files, Cookies, and History boxes to clear all data)
Safari - Safari - Clear History and Website Data

How do I cancel my Keeper subscription or get a refund?

Please contact us and we'll assist you with the cancellation or your billing issues. Please make sure to provide us with your Keeper email address and any other emails that you may have utilized when signing up with Keeper.

Most Popular Topics

  • How secure is Keeper?
  • Does Keeper have any back doors accessible to employees, government agencies or 3rd parties?
  • Is Keeper Security Inc. HIPAA Compliant or subject to a HIPAA Business Associate Agreement?
  • How do I download and install Keeper on my phone, tablet, computer and web browser?
  • I forgot my Master Password. How do I reset it?
  • Why does Keeper ask for a Security Question if you are Zero Knowledge?
  • How many PBKDF2 iterations does Keeper use?
  • I have multiple Keeper accounts. What should I do?
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How secure is Keeper?

Keeper is a Zero Knowledge security provider. Zero Knowledge is a system architecture that guarantees the highest levels of security and privacy by adhering to the following principles:

1. Data is encrypted and decrypted at the device level (not on the server)
2. The application never stores plain text (human readable) data
3. The server never receives data in plain text
4. No employee or intermediary can view the unencrypted data
5. The keys to decrypt and encrypt data are derived from the user's master password
6. Multi-Layer encryption provides access control at the user, group and admin level
7. Sharing of data uses Public Key Cryptography for secure key distribution

Data is encrypted on the user's device before it is transmitted and stored in Keeper’s digital vault. When data is synchronized to another device, the data remains encrypted until it is decrypted on the other device.

Keeper is the most secure, certified, tested and audited password management and digital vault in the world. We are the only SOC2 certified password management solution in the industry and certified by TRUSTe for online privacy. Not only do we implement the most secure levels of encryption, we also adhere to very strict internal practices that are continually audited by third parties to help ensure that we continue to develop secure software and provide the world's most secure digital vault. Detailed information about our Zero-Knowledge security platform can be found at https://keepersecurity.com/en_GB/security.html.


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Does Keeper have any back doors accessible to employees, government agencies or 3rd parties?

No. Keeper does not have access to our customer's records. We cannot decrypt your data and we do not provide any 3rd parties access to your information. Read our Security Disclosure page for all the details of our multi-layered encryption which ensures that only YOU are able to decrypt, view and access your Keeper records.


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Is Keeper Security Inc. HIPAA Compliant or subject to a HIPAA Business Associate Agreement?

KSI is a zero-knowledge security platform and SOC2-certified, and thus is not defined as a 'Business Associate' pursuant to HIPAA. As a zero-knowledge security platform, KSI is not subject to a Business Associate Agreement. KSI is HIPAA compliant since we cannot view, decrypt or access a patient records or data that are encrypted and stored in the Keeper Cloud Security Vault. The highest form of privacy assurance that a health care provider can have is working with a vendor like KSI.


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How do I download and install Keeper on my phone, tablet, computer and web browser?

Keeper can be downloaded directly from here.

On your mobile device, open the link https://keepersecurity.com/en_GB/download.html and you will automatically be routed to your App Store (iPhone, iPod, iPad, Android, Kindle, Nook, Surface, BlackBerry, Windows Phone). KeeperFill is a separate download for your desktop web browser.


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I forgot my Master Password. How do I reset it?

Users who have signed into Keeper after August 2015 will automatically have our new Account Recovery feature activated. Account Recovery is based on your selected security question, security answer, email address and Two-Factor Authentication code (if enabled). To use Account Recovery, simply open Keeper on the Web App, iOS app, Android app or Desktop app and click on 'Forgot Password' after an incorrect password attempt. If you have Account Recovery enabled on your account, you will be walked through a procedure to reset your master password. If you are unable to complete the Account Recovery procedure, please contact us.


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Why does Keeper ask for a Security Question if you are Zero Knowledge?

Keeper's Security Question is used for our new 'Account Recovery' feature. Keeper is zero-knowledge platform, and we do not have access to your master password.

During account signup, you are asked to select a Security Question and Answer. Also during signup, Keeper generates a 'data key' which is used to encrypt and decrypt the 'record keys' stored with each of your vault records. Your 'data key' is encrypted with your master password, and each record key is encrypted with the 'data key'. Each record has an individual, different 'record keys'.

The way account recovery works is by storing a second copy of your data key that is encrypted with your Security Question and Answer. To complete a vault recovery, your are required to enter an email verification code, and also your Two-Factor Authentication code (if enabled on your account). We recommend creating a strong security question and answer, as well as turning on Keeper's Two-Factor Authentication feature from the 'Settings' screen.


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How many PBKDF2 iterations does Keeper use?

To be fully compatible with all web browsers, Keeper has a minimum level of 1,000 PBKDF2 iterations, however you can increase the iterations up to 100,000 by visiting the Web App Settings Screen and clicking on 'Advanced Settings'. Increasing PBKDF2 iterations improves security but may increase the time to login to your vault. If you use IE, Safari or Firefox, we recommend keeping it at 1,000 iterations. Chrome, mobile applications and desktop applications can take advantage of higher iterations without dramatically increasing login times.


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I have multiple Keeper accounts. What should I do?

Be sure to log in to Keeper on all devices that you are using and check the 'Account' screen to verify the email address you are using. Next, contact us and provide the email addresses that you have associated with Keeper.


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Video Tutorials


Creating Your Keeper Profile
Add and Delete Records
Cloud Backup and Restore
Android Fingerprint Login
iOS Touch ID
Android KeeperFill
iOS KeeperFill
Browser KeeperFill
Secure File Storage
Secure Sharing
Generating Passwords
Custom Fields
Android Device Transfer
iOS Device Transfer
Resetting the Keeper App
Reset Master Password
Two-Factor Authentication
Importing Records
Self Destruct
Keeper Enterprise - Admin Console
Keeper DNA®

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