Read Me First
Most common troubleshooting issues across all Keeper applications
Last updated
Was this helpful?
Release Notes
Most common troubleshooting issues across all Keeper applications
Last updated
Was this helpful?
Monitor the Keeper infrastructure system health here:
All Keeper end-user and Enterprise documentation can be found at the .
We have published a helpful AI chatbot which is trained on Keeper documentation. Give it a try here:
See our FAQ list from:
Keeper has implemented a "Snapshot Tool" which helps customers solve Autofill issues quickly. This process allows us to deploy autofill fixes within the same day.
SCIM enforces reserved domains on any provisioning request. If you receive an error like "This domain cannot be used for SCIM provisioning" or "Use a different email domain" from SCIM provisioning, This means that you need to request domain reservation for the email domain that is being provisioned.
Typically, this means you need to update your SAML signing certificate. Follow the guide below for step by step instructions:
Keeper's signing key for the Ubuntu Linux version of Keeper Desktop has expired, so we extended the expiration and pushed up a new GPG public key. This key is hosted at the below location:
We've also submitted this latest GPG public key to the keyserver.ubuntu.com keyserver.
Customers can pull down the latest key by running the below command and then retrying:
Some customers are unable to select Keeper from the Samsung provider list when activating KeeperFill.
If Keeper does not show up, please open your device settings and search for "Passwords" then select Keeper under "Passwords, passkeys and autofill".
If you are seeing syncing stuck on the screen, please check the following:
Update to the latest version of Keeper on the App Store
Instead of logging in with biometrics, try to login with your Master Password (clicking "Next")
After a successful login, visit the settings screen of Keeper and turn OFF/ON the Face ID or Touch ID setting.
We will add a feature soon to allow consumers to decide whether or not user verification is required. This will be added to Vault version 16.10.4.
For our business customers, we're planning a role enforcement feature that requires user verification (by setting userVerification response to "required"). Until then, the system will respond based on your device setup.
If you are unable to access Keeper's website or Vault from your device with a "403 error", your IP address is being blocked. Keeper automatically blocks IP Addresses that have a "low reputation score". This list of IPs is maintained by a dedicated threat research team at Amazon AWS, and as such we do not have visibility into exact reasons why an IP is placed on this list. To resolve the issue:
Your external IP address will be provided on the screen.
Business customers who need a range of IPs to be unblocked can provide a CIDR.
From the mobile apps, go to the Account screen > Sync > Sync Now. This performs a "full sync" of all the data and ensures that anything missed in the normal sync process is caught. The latest Web Vault and Desktop App also have a "Sync" feature along the bottom of the screen.
Browser extensions generally stop working properly if an update is pending or the browser is out of date, even by one version. Make sure to update your web browser to the latest version and then fully restart your web browser.
Clear cache on your web browser or open Incognito Mode to try and login. If this works, you should just reset your Keeper app by visiting the Web Vault on your respective data center:
By appending #reset on the end will force Keeper to clear local data. Refresh the page a few times and this should clear things out.
Ensure only ONE Keeper browser extension is installed. Having two installed causes many issues. Visit Window > Extensions and check your extensions. Don't use multiple password managers at the same time.
Ensure that "clear site data when you quit Chrome" is disabled. This can cause errors and vault decryption issues.
This is a very common issue with our users. Keeper's advanced security protection and encryption prevents inspection of traffic, otherwise known as "man-in-the-middle". This can sometimes conflict with antivirus, popup blockers and web filtering apps. Make sure to try turning OFF these 3rd party plugins or applications to see if they are causing any conflict with Keeper.
Many websites (including Keeper's browser tools) won't function correctly if you block cookies, block Javascript, block local storage or have any extreme browser privacy settings that prevent our product from running. Please try to set your browser to default settings and see if that resolves the issue you're experiencing.
If you are experiencing an issue where the Two-Factor (TOTP) codes are different between your mobile and desktop devices, this is usually caused by the time difference between your devices. Ensure that your device time and date is set to "Automatic". If the times are different by even a few seconds, this will cause different codes to appear on different devices.
If biometrics such as Face ID / Touch ID stops working, simply login to Keeper with your Master Password (or SSO), then visit the Settings screen and turn biometric login OFF and ON. This should resolve any biometric login issues.
Consumers: Keeper employees do not have access to your Master Password or Recovery Phrase, and we cannot reset it for you. If you have forgotten your Master Password, please try using our Account Recovery feature by visiting the "Need Help" > "Forgot Master Password" option on the Keeper login screen.
Without your Master Password or recovery phrase, your records cannot be decrypted. If you don't have recovery setup for the Keeper account at all, unfortunately account recovery will not be possible.
If you have tried all possible Master Password and Account Recovery options and are still unable to login to Keeper, we can delete your account so that you can start over. Please contact the support team for assistance.
A very common issue when a user is unable to login, is that people could have multiple Keeper accounts (perhaps from different email addresses), or maybe a typo in your email address. If you think that's a possibility, please contact our support team and we will assist you.
Business Customers: If you have tried all possible Master Password options and are still unable to login to Keeper, you will need to contact one of your Keeper Administrators within your company to have them either transfer your account to a new vault so that you do not lose any data. Or, request your Admin to delete your profile and re-invite you which will allow you to start over with a new master password. If you are using SSO for login, they can assist you in recovering your account with the SSO provider.
If you would like to change your existing Master Password from the Web Vault & Desktop App, from the account dropdown menu (your email ) select Settings and next to "Master Password" click Reset Now. You will then be prompted to enter your current Master Password Password and create and confirm a new Master Password.
To change your Master Password on iOS and Android devices, within your vault, navigate to the Settings menu, scroll down and tap Reset Master Password (on iOS) or RESET NOW (on Android). You will then be prompted to enter your Current Master Password Password and create and confirm a new Master Password.
Consumers: If you changed phones or do not have access to your two-factor authentication device, please contact Keeper support and we will assist you in resetting your Two-Factor Authentication settings. For individual and family users, please open a consumer support ticket and we will assist you.
Business Customers: Please contact the Keeper Administrator at your company. Your Keeper Admin can disable your 2FA. For Keeper Administrators, please open a business support ticket and we will assist you.
Upon initial vault login, new users will be prompted to set up Account Recovery. Click Generate Recovery Phrase to begin.
Once your recovery phrase has been generated, be sure to store it in a safe place. For added convenience, you will be given the option to copy or download it. Check the box to acknowledge you have stored it in a safe place and click Set Recovery Phrase to complete the setup.
Please note that if you forget your master password and lose your recovery phrase, you will not be able to login to your vault and Keeper Support will be unable to help you regain access.
After their initial login, users are asked if they would like to set up Account Recovery using an account recovery phrase. This is especially important if you forget your Master Password during the account recovery process which is based upon an account recovery phrase, backup verification code (sent via email) and Two-Factor Authentication code (if enabled).
In addition to enabling an account recovery phrase, we recommend turning on Keeper's Two-Factor Authentication feature from your account's "Settings" menu.
Users who have signed into Keeper after August 2015, will automatically have Account Recovery enabled. To initiate Account Recovery, simply open Keeper through the Web Vault, iOS, Android or Desktop app and from the login screen, click/tap Forgot Password. Keeper will then walk you through a few steps to change your Master Password and recover your account. These steps will include a series of prompts requesting the following actions:
Enter your email address to initiate the account recovery process
Enter a backup verification code
Enter your account recovery phrase
Enter your Two-Factor Verification code (if enabled)
Enter a new Master Password
For security reasons, custom email invitations cannot be sent to users if the domain has not been reserved by the customer. To learn about Domain Reservation please .
We're constantly improving Keeper's security to keep our users safe. Starting with Backend API Version , if you're using a FIDO2 Yubikey device for two-factor authentication (2FA), you might need to enter a PIN associated with your device when you log into Keeper. This is a FIDO2 feature called "user verification" that our system uses to check if the PIN is set up on your device.
If you'd rather not use a PIN with your FIDO2 Yubikey device, you can remove it using the . However, keep in mind that if you reset your Yubikey device, you'll have to re-register your key with Keeper and any other application that you use with your key.
Open the below URL on a computer which is generating this error:
Please send the IP to the Keeper support team support team via our support page at and we'll check into unblocking it from our WAF.
Many issues can be resolved by updating your Keeper app. Install the latest Keeper version from your App Store or the .
(US)
(EU)
(AU)
(CA)
(JP)
(GOV)
Keeper Web Vault, Desktop App and Browser Extensions have been updated with the "Stay Logged In" feature for all customers. To activate this feature open your browser extension > settings > Stay Logged In and turn the setting "ON". If it's already on, you may want to turn the setting OFF and ON. Then, logout and login to the browser extension. Learn more about "Stay Logged In" here:
