Read Me First
Most common troubleshooting issues across all Keeper applications
System Status
Monitor the Keeper infrastructure system health here:
User Guides
All Keeper end-user and Enterprise documentation can be found at the documentation portal.
Syncing or Data Issues
If information is not sync'd or out of date, you may just need to run a Full Sync.
From the web vault or desktop app, click on Full Sync from the lower right.
On iOS and Android, go to the Account tab > Sync > Sync Now.
On the browser extension (17.2+), click on Full Sync from the main menu.
Autofill Issues
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.
Read more about the Autofill Snapshot Tool
Email Invites Not Sending Custom Template
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 follow this link.
Upgrade to the Latest Version
Many issues can be resolved by updating your Keeper app. Install the latest Keeper version from your App Store or the Keeper Website.
Check Your System Clock
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.
Face ID or Touch ID Stopped Working
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.
Forgot Master Password?
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.
Enterprise Customers:
Biometric Reset via Mobile Device
Check whether the user can log in to the Keeper mobile app using biometrics. If they can, they should reset their Master Password directly in the mobile app using biometric authentication.
Account Recovery Method
If the user has an Account Recovery method configured, have them follow the recovery prompts to reset their Master Password.
Transfer Account (Blank Vault Method)
If the user's account is eligible for transfer, use the Transfer Account feature with the blank-vault method to recover the user’s data.
Blank Vault Method:
Add a new user to your console using an email address that is not currently in use. This will serve as the blank vault. The blank vault will need to be in a role with the transfer account feature enabled within the enforcement policies.
Activate the blank vault and accept the transfer account agreement pop-up.
Transfer the user's credentials into the blank vault. Once the transfer is complete, the user's original account will be automatically deleted.
With the original account deleted, re-add the user's email address to the console. This will allow them to set up a new master password and recovery method.
Transfer the credentials from the blank vault back to the user, ensuring they retain their data while keeping all infrastructure intact.
Please be aware that when you transfer a user's credentials to another account within your enterprise, the recipient will be able to differentiate their records from the newly transferred ones. However, the recipient cannot transfer the transferred folder to someone else in the organization without transferring their own owned records as well.
Here's a step-by-step guide to help you successfully transfer a user's account.
If none of the above options work contact Keeper Support to determine whether any alternative recovery options are available.
Phone: 312.226.4782
Email: [email protected]
2FA Issues (Lost phone or Authenticator)
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.
Enterprise Customers: Please contact the Keeper Administrator at your company. Your Keeper Admin can disable your 2FA. For Keeper Administrators, please open a enterprise support ticket and we will assist you.
How to Stay Logged In Longer
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: https://docs.keeper.io/user-guides/tips-and-tricks/stay-logged-in
Account Recovery Phrase Setup
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.
Forgotten Master Password & Account Recovery
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
How can I contact Enteprise Support?
Email Reach the Keeper Enterprise Support Team by emailing [email protected].
Live Chat Keeper Administrators can start a live chat for themselves or on behalf of their users by visiting the Keeper Support page and selecting the chat bot option located in the lower-right corner.
Phone Support USA: +1 312-226-4782 APAC (Business): +353 21 237 5250 EMEA (Business): +353 21 237 5250
Support Portal Administrators can open a ticket or request access to the ticketing portal by emailing Support or by submitting a ticket directly here.
Support Call Scheduling a support call or a screen-share session is an exclusive benefit for users on the Platinum Support Plan. If you have this plan, simply request a call within your support ticket. For all other plans, support is provided via our ticketing system and chat.
Enterprise Ticketing Portal Access
You can view and manage your organization’s Keeper Support tickets through our Enterprise Portal.
To access the B2B ticketing portal, select “Forgot Password?” on the login page. Your username is your email address.
If you do not receive the password reset email, please contact Support or open a new ticket to request portal access.
Email: [email protected]
Platform-Specific Troubleshooting Guides
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