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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36773

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

Keeper is a highly secure cloud-based service that also supports offline data access. Keeper only requires an Internet connection when initially setting up an account, using the Web App, Browser Extensions and Cloud-based Syncing and Backup / Restore functionality. A Keeper profile consists of an email address, billing history and device information (e.g. iPhone, Android, etc...). By default, Keeper's Cloud syncing features are turned on. Keeper's systems, employees and hosting providers do NOT have access to our customer's password records. We cannot decrypt your data and we do not provide any 3rd parties access to your information. 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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36774

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/download

Back to top | Link: https://keepersecurity.com/support/faq#faq36775

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36776

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

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

Back to top | Link: https://keepersecurity.com/support/faq#faq36777

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).

Back to top | Link: https://keepersecurity.com/support/faq#faq36778

The browser extension won't allow me to login to a site. What's wrong?

Click on the Keeper lock icon on the browser toolbar to show the main menu. If necessary, login to your Keeper account. Then click on 'Disabled Websites' link and check to see if the website domain appears in the list. If it's in the list, delete it by clicking the 'x'.

Back to top | Link: https://keepersecurity.com/support/faq#faq36779

Does the Browser Extension work on IE 11?

Yes, the Keeper Browser 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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36780

Why do I have two Keeper icons on my iPad?

The latest iPad update will install a new Keeper icon on your device, but it will not affect your account. 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'.

Back to top | Link: https://keepersecurity.com/support/faq#faq36781

Android not accepting my Master Password after update to V7

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, click here to contact us.

Back to top | Link: https://keepersecurity.com/support/faq#faq36782

My records are showing as 'unreadable' or '???' or '...'. How do I fix this?

First, please login to our Web App. Click on 'Backup' then 'Cloud Backup' and perform a backup before proceeding. Note: if you are outside of your free trial you may not have access to the Web App until you buy Keeper Backup.

After you have made a backup, please uninstall Keeper from your phone, then re-install it from your App Store. Login to Keeper and you'll be asked for your master password, email address and security answer. After you complete these steps, your information will appear. This issue appears to be caused by a bug in Apple's Keychain on iOS. After re-installing, the problem goes away. Also, please do not hit 'Cancel' or exit Keeper while it is syncing. We will be publishing app updates very soon to address these issues. Thank you for your patience.

Back to top | Link: https://keepersecurity.com/support/faq#faq36783

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36784

Keeper says my Master Password needs to match my Profile Password when I re-install?

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, please check the Keypad format that you used to login on Keeper from iPhone. Check that you have selected the proper letter pad or number pad while entering password. The issue that could occur is you may be considering your password as a series of letters but in reality it could be numbers corresponding to those letters and vice-versa. For example if you think your password is "password" then it could be the numbers corresponding to these letters as "72779673" when using the number pad. We apologize for this confusion.

Back to top | Link: https://keepersecurity.com/support/faq#faq36785

Cannot install the latest Mac App, or unable to reset the Mac App version.

If you are running very old version of the Keeper Mac App and you are unable to update to the new version, do the following:

1. Open 'Finder'

2. Type the key Command+Shift+G

3. Enter this in the popup window: ~/Library/Preferences/

4. Once that folder opens, you will see a file called com.callpod.keeper....

Drag that file somewhere, like your Desktop.

5. Type the key Command+Shift+G

6. Enter this in the popup window: ~/Library/Containers/

Look for something like com.callpod.....

Drag that folder to your Desktop or trash it.

Now, start the Mac app again. It should ask you to sign in with your Keeper email and password.

Back to top | Link: https://keepersecurity.com/support/faq#faq36786

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36787

I forgot my Master Password. What can I do?

If you forget your Master Password, click here to contact us. Our support team will send you special instructions to delete your Keeper Profile and set a new Master Password. Please note that all Keeper records will be erased during this process. To avoid this in the future, remember your Master Password and back up your Keeper data often.

Back to top | Link: https://keepersecurity.com/support/faq#faq36788

Is my information safe?

Security is our number one priority. For technical details read our Security Disclosure page. All information entered into Keeper is immediately encrypted with a 256-bit AES cipher, an encryption standard that was recognized and adopted by the U.S. Government to be used in the protection of classified data.

Back to top | Link: https://keepersecurity.com/support/faq#faq36789

How much does Keeper cost?

Keeper Backup costs $9.99 per device, per year. Keeper Backup Unlimited costs $29.99 per year. The Keeper Web App is included free, with any purchase. If, however, you only want to purchase Keeper Web App, it costs $9.99 per year.

Keeper for Groups starts at $59.99 per year for up to 5 users with unlimited devices.

Back to top | Link: https://keepersecurity.com/support/faq#faq36790

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 mobile devices, Auto-Fill is available on iPhone, iPad, Android, Surface, Windows 8 and Windows Phone. On desktop computers, Auto-Fill is available on Safari, Internet Explorer, Firefox and Chrome web browsers. Visit the Download Page to install the browser extensions.

Back to top | Link: https://keepersecurity.com/support/faq#faq36791

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 our Browser Extensions. 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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36792

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36793

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/download and you will automatically be routed to your App Store (iPhone, iPod, iPad, Android, Surface, BlackBerry, Windows Phone).

To install Keeper Desktop, visit the download page from your computer and choose 'Computers & Browsers'. Then select Mac, Windows or Linux. The Windows and Linux files will automatically download and can be found in your Downloads folder. Clicking the Mac icon will direct you to the Mac App Store to complete install.

To install the Keeper Browser Extension, visit the download page from your computer and choose 'Computers & Browsers'. Then select Firefox, Internet Explorer, Safari or Chrome. The download will begin and the file can be found in your Downloads folder. For Firefox, drag the file to your Add-Ons window. For Safari and Chrome, drag the file to your Extensions window.

Back to top | Link: https://keepersecurity.com/support/faq#faq36794

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36795

I already paid for Keeper. Why is it asking me to pay again?

If you receive a message on your device that says Device Unauthorized, it means you need to transfer from an old device on your account or purchase an additional device.

iOS, Android and Windows Phone users can tap on 'Transfer' directly from the 'Device Unauthorized' message. All other users must contact Keeper Support.

Back to top | Link: https://keepersecurity.com/support/faq#faq36796

How do I purchase Keeper for my company or group?

If you have at least five employees (or members in your group), we recommend purchasing Keeper for Groups. Keeper for Groups starts at $59.99 per year which covers the first five users. Each additional user is $14.99 per year. Keeper for Groups pricing includes unlimited devices. To purchase Keeper for Groups, click here.

Back to top | Link: https://keepersecurity.com/support/faq#faq36797

Is Keeper for Groups available for purchase from my app store?

Keeper for Groups can only be purchased from our website at this page.

Back to top | Link: https://keepersecurity.com/support/faq#faq36798

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

Keeper for Groups can be purchased from our website at this page. Enter your email address for your Keeper Backup account and after purchase you will be transitioned to a Groups account automatically.

Back to top | Link: https://keepersecurity.com/support/faq#faq36799

How do I access the Groups Admin Console?

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

Back to top | Link: https://keepersecurity.com/support/faq#faq36800

How do I share a record with my entire group?

There is no shortcut for sharing a record with an entire group. You must enter each email address individually from the Share Details screen.

Back to top | Link: https://keepersecurity.com/support/faq#faq36801

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

Two-Factor Authentication is an optional feature designed to further protect your online Keeper account when using the Keeper Web App. To enable Two-Factor Authentication, simply login to the Web App and visit the 'Settings' menu. You can select SMS, Voice or Google Authenticator methods.

Back to top | Link: https://keepersecurity.com/support/faq#faq36802

Keeper doesn't open on my computer.

Please make sure you have latest version of Java.

If you are using Windows 7, 64-bit Operating System, please install both the 32-bit and 64-bit versions of Java from this page. Open your Control Panel, click on 'Uninstall a Program' and verify that only the latest Java version is installed. All older versions must be removed.

After installing both 32-bit and 64-bit version of Java, please update your Keeper version by clicking the download now link: Download Now.

If you still run into problems opening Keeper, please Contact Us.

Back to top | Link: https://keepersecurity.com/support/faq#faq36803

What is Self-Destruct?

Self-Destruct is an important security feature that prevents any person from accessing your private data.

After five failed login attempts, Self-Destruct will initiate and immediately erase all of your Keeper information. Your data can be easily restored as long as you have performed Cloud Backup before the loss of data.

To enable Self-Destruct, go to the 'Options' screen in Keeper.

Back to top | Link: https://keepersecurity.com/support/faq#faq36804

How do I know I can trust your company with my data?

Keeper Security does NOT have access to your data nor does it maintain your passwords. Keeper Security cannot decrypt or access your data. Please refer to our Security Disclosure page for detailed information about our security and encryption practices.

Keeper is trusted by millions of users and is currently the most downloaded password management application across all available platforms for mobile devices and computers.

Back to top | Link: https://keepersecurity.com/support/faq#faq36805

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36806

Does iTunes backup my Keeper data?

No. iTunes only backs up certain information like contacts, music and application binaries. But iTunes does not provide ways to restore 3rd party application data in any reasonable way. When you upgrade your phone, application data is almost always deleted in the process. This is why we created the reliable Cloud-Based Backup and Restore features.

Back to top | Link: https://keepersecurity.com/support/faq#faq36807

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36808

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36809

How do I delete a record?

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

Back to top | Link: https://keepersecurity.com/support/faq#faq36810

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36811

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36812

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36813

I purchased Keeper Backup. How do I sync my devices together?

Internet sync allows users to securely sync over the internet automatically or by the touch of a button. To utilize the Internet Sync feature please follow these instructions:

1. Ensure that the devices you would like to sync are authorized on your account.

2. Login to all devices with the same password and email address and your information should automatically sync upon login.

* If your information does not sync, visit the Sync screen, choose Internet Sync and tap Sync Now.

Back to top | Link: https://keepersecurity.com/support/faq#faq36814

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36815

Can Keeper encrypt files or photos?

We do not currently support the encryption of files or photos but this is a feature we are considering in the near future.

Back to top | Link: https://keepersecurity.com/support/faq#faq36816

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36817

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36818

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36819

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. 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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36820

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36821

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36822

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36823

I have a new phone, tablet, or computer. How do I transfer Keeper records from the old device to the new device? Do I need to purchase Keeper 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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36824

My information is not syncing. How do I fix this?

To ensure that your information syncs correctly, the Master Password and email address must be the same on all devices. Visit the Sync tab to check the email address used. If the emails addresses match, Backup on whichever device is most up to date. Then, delete all records on all devices, and Restore that same Backup file. Sync again and check your information.

If the email addresses do not match, Backup your information on the device that is most up to date, or on all devices if possible. Contact us and let our support team know which email address you prefer to use moving forward.

Back to top | Link: https://keepersecurity.com/support/faq#faq36825

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36826

How do I restore 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
Uninstall Keeper from your device by pressing and holding on the Keeper icon for a few seconds. Tap the 'x' and it will be deleted. Next, open the App Store and install Keeper again. When you are asked to sign in, enter the same email and Master Password used previously.

Fast Reset on iPhone / iPod / iPad
On your home screen, tap on the Settings button. 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 tab in the upper left corner of your computer screen. This will allow you to set a new password, email address and security question.

Keeper Desktop
Choose 'Reset Keeper' from the Help tab in the upper left corner of your computer.

Back to top | Link: https://keepersecurity.com/support/faq#faq36827

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/subscribe

Back to top | Link: https://keepersecurity.com/support/faq#faq36828

I think I purchased too many subscriptions. Can I get a refund or credit?

If you have billing questions, please contact us. Our support team will locate your account and refund accordingly or extend your subscription. Make sure to include all possible email addresses that may have been used to purchase.

Back to top | Link: https://keepersecurity.com/support/faq#faq36829

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 for Groups.

Back to top | Link: https://keepersecurity.com/support/faq#faq36830

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36831

How do I access the Web App?

Visit https://keepersecurity.com and click 'Web App Login' in the upper right corner or just click here. 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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36832

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36833

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36834

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36835

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

Back to top | Link: https://keepersecurity.com/support/faq#faq36836

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 secure when you update your email address. Then contact us and we will send you instructions to update your email address.

Back to top | Link: https://keepersecurity.com/support/faq#faq36837

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36838

Can I share Keeper records with anyone?

You can only share Keeper records with other Keeper users who have a paid Keeper Backup account. If you would like to share with someone who does not have a account, you can enter their email address from the 'Share' screen and they will receive an invitation to create a Keeper account.

Back to top | Link: https://keepersecurity.com/support/faq#faq36839

What if I share with the wrong email address?

Records can only be shared with and viewed by Keeper users. You cannot undo a share request, but you can monitor all users on the share details screen. If you need to remove someone from a record, simply tap their email address and choose 'Remove From This Record' or 'Remove From All Records'. If you inadvertently sent a private record to an undesignated recipient, we recommend editing your record information after removing the user.

Back to top | Link: https://keepersecurity.com/support/faq#faq36840

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36841

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36842

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36843

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 Backup users.

Back to top | Link: https://keepersecurity.com/support/faq#faq36844

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'.

Back to top | Link: https://keepersecurity.com/support/faq#faq36845

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36846

How much does the Keeper Browser Extension cost?

You must purchase Keeper for at least one device in order to view new information saved to the extension and sync new information to your other devices.

Back to top | Link: https://keepersecurity.com/support/faq#faq36847

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

Once the Keeper browser extension is installed, 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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36848

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 browser extension and choose Disabled Websites to manage which sites you would like Keeper to remember.

Back to top | Link: https://keepersecurity.com/support/faq#faq36849

Does Keeper support URL scheme?

Yes, on iOS, Keeper supports the URL scheme: keeper://

Back to top | Link: https://keepersecurity.com/support/faq#faq36850

How do I uninstall Keeper Desktop software on my computer?

To uninstall Keeper Desktop on your Windows computer, 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.

To uninstall Keeper Desktop on your Mac computer, simply drag the Keeper icon from your Applications folder to your Trash.

To uninstall Keeper Desktop on your Linux computer, move the 'Keeper' and 'KeeperData' folders to Trash.

Back to top | Link: https://keepersecurity.com/support/faq#faq36851

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36852

How can I use Keeper in my company so that employees can access and share records?

We created a great product for companies called Keeper for Groups. Keeper for Groups is a secure and easy way for employees to share private Keeper records with their 'Keeper Group'. Users can control 'View' and 'Edit' permissions on shared records. The Keeper Group Administrator can manage users, devices and account information with an intuitive Admin Console. To learn more about Keeper for Groups, click here.

Back to top | Link: https://keepersecurity.com/support/faq#faq36853

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

This functionality is not currently available.

Back to top | Link: https://keepersecurity.com/support/faq#faq36854

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.)

Back to top | Link: https://keepersecurity.com/support/faq#faq36855

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.)

Back to top | Link: https://keepersecurity.com/support/faq#faq36856

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36857

Where are my passwords after migrating from Keeper Mac version 4 to Keeper Mac version 7?

Your records are in Keeper's Cloud Security Vault but they need to be transferred to v7. To get them back, follow these directions:

  1. Download this version of Keeper Mac version 4.
  2. Run this program on the same Mac you used with Keeper before you upgraded to version 7.
  3. Click the 'Import/Export' icon.
  4. Under the section titled 'Export Your Records', click the 'Export Now' button next to 'Export to Text File (not encrypted)'
    * Save your exported file somewhere convenient -- like Documents -- we're going to be using it almost immediately.
  5. Go to the Web App and log in with your new credentials (email and password).
  6. Click the 'Backup' icon at the top of the page.
  7. You should see a section in this new window called 'Import.' If you don't see the Import section, upgrade your browser to the latest version and repeat steps 5 and 6.
  8. Open Finder on your Mac to where you stored your exported passwords.
  9. In your browser, click and drag your exported password file into the outlined box labeled 'Drop a File Here.'
  10. You should see a summary of your passwords. Make sure the drop down column labels match the first line of words in the exported password list or your login names and passwords may end up in the wrong field.
  11. Click 'Import'.
  12. Your records should now be accessible in both the browser as well as your Mac Keeper app.

Back to top | Link: https://keepersecurity.com/support/faq#faq36858

Why do I see non-PFS TLS ciphers enabled when I run a SSL scan on www.keepersecurity.com?

We support two different sets of TLS cipher suites: One for our public facing websites and one for the Keeper API. Since no encrypted customer records are transferred to/from public facing websites (keepersecurity.com) the cipher suites supported on our public website permit a wider range of protocols, including protocols that do not enforce Perfect Forward Secrecy. This is done to permit compatibility with older browsers and older corporate firewalls. All connections to the Keeper API (keeperapp.com), including the web vault, are forced to a strict set of ciphers that enforce TLS Perfect Forward Secrecy. Note that the web vault, though the javascript application is downloaded from keepersecurity.com, all API communication is to keeperapp.com and is forced to PFS ciphers.

Back to top | Link: https://keepersecurity.com/support/faq#faq36859

What kind of Transport Security Layer encryption does Keeper use?

Keeper implements AES-256 and AES-128 based TLS cipher-suites.

Back to top | Link: https://keepersecurity.com/support/faq#faq36860

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36861

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.

Back to top | Link: https://keepersecurity.com/support/faq#faq36862

Which SSL/TLS protocols does Keeper support?

Keeper supports TLSv1.0, TLSv1.1, and TLSv1.2 protocols.

Back to top | Link: https://keepersecurity.com/support/faq#faq36863