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This guide provides basic troubleshooting solutions to some of the more common questions users may have.
The proceeding pages in this section are dedicated to various troubleshooting guides. Have a suggestion? Email our team at feedback@keepersecurity.com.
Steps to provide Keeper Support with Browser Extension debug information.
To experience the latest KeeperFill updates and features, you want to make sure you running the latest version of the Keeper Browser Extension. To update KeeperFill, follow the steps below:
In your browser's search bar, navigate to chrome://extensions.
In the upper right corner, toggle "Developer mode" on.
In the list of your current browser extensions, locate the "Keeper Password Manager & Digital Vault" extension and click Details.
In the upper left corner, click Update.
To update KeeperFill in Firefox, follow the steps below:
In your browser's search bar, navigate to about:addons.
In the upper right corner, click the gear icon and select "Check for Updates"
Ensure that Keeper is updated to the latest version.
If you are experiencing an error, it is helpful to provide Keeper support with any console errors that might be occurring. To capture the errors, follow the steps below.
In your browser's search bar, navigate to chrome://extensions.
In the upper right corner, toggle "Developer mode" on.
In the list of your current browser extensions, locate the "Keeper Password Manager & Digital Vault" extension and click on "background.html"
Click on the "Console" tab. Check for any errors in red. Take a screenshot of any error messages and send them to support.
If you encounter a website that does not appear to be working with the Keeper Browser Extension, our Support Team is here to help. We kindly ask that you provide adequate information to allow us to reproduce and resolve the issue.
Please contact the Browser Extension team at feeback@keepersecurity.com and provide the following information:
Browser version
Operating system type and version
Website information
Additional debugging data (*)
(*) To capture the debugging data follow the steps below:
Right click on the login or password field you are attempting to autofill.
Right-click and select "Inspect"
A secondary window will appear within the right side of your screen and the applicable elements will be highlighted.
Use the snipping tool or screen capture tool/shortcut on your computer to capture the following images (combined or single screenshots):
The login page of the website.
The inspection window (being sure to include the portion of the inspection window that contains the highlighted elements).
The full website URL (found in the search bar at the top of your browser).
Along with your account type (e.g. enterprise, business, personal, etc.), email screenshot(s) to: feedback@keepersecurity.com and someone from our Support Team will be in touch with you.
Sometimes, other browser extensions or software installed on the computer can conflict with Keeper. Common examples are products which filter web content, block popups or perform any sort of website traffic manipulation.
If you are experiencing a strange issue with your KeeperFill browser extension, we recommend turning off all of your other 3rd party extensions to determine if there is a conflict. If you find a conflict, please provide this information to Keeper support.
This video explains how to capture errors from the KeeperFill extension when working with the support team.
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.
If you have forgotten your master password and have lost your recovery phrase, please create a new account. To create a new account with the same email address, please reach out to deleteme@keepersecurity.com for assistance.
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 and create and confirm a new master password.
To change your Master Password on iOS and Android devices, from Settings, scroll down and tap Reset Master Password. You will then be prompted to enter your current master password and create and confirm a new master password.
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, select 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
If you know your Master Password and would simply like to setup Account Recovery, from the account dropdown menu (your email) select Settings > Recovery Phrase.
If you are an iOS user and still able to login to Keeper using Touch or Face ID, you can reset your master password from your account Settings menu.
How to provide information to Keeper support for fixing Autofill issues
If you're experiencing an autofill issue on a particular site, this page describes how to provide the support team with information to help resolve the problem. This information allows the support team to assist with solving autofill issues on websites which may not be easily reproducible by Keeper staff.
From time to time, a username or password field may not properly autofill on a site. This can occur when a field name is not standard and Keeper does not recognize the field as an autofill field. In most cases, a username field is named "username" or something similar and a password field is named "password" or something similar. When field names are non-standard, you can adjust a record's custom fields to allow the field to autofill correctly on a particular site.
The following example will cover a scenario where a password field did not properly autofill.
(1) Right click on the field that is not properly autofilling with Keeperfill and choose Inspect.
(2) A window will appear showing HTML code with the password field element highlighted. Locate the name attribute, double click the value to highlight, and copy the value. In the below example, the value we want to highlight and copy is "FakePWField123".
In this example, we are creating a custom field for a password, but you can create a custom text field for any type of field, including username. A very common use case will be to use this functionality for autofilling reward program numbers or other less commonly used fields.
(4) Copy or enter your password into the new custom field and save the record. The resulting record should look like this:
(5) Return to the site and refresh the page. In most cases, the problematic field should now autofill. If it does not autofill after completing these steps, please proceed to the next section to report your autofill issue.
To solve a website autofill issue that cannot be corrected with the custom field method, we need the following information:
Website Address (e.g. amazon.com)
Description of the problem
Screenshot or video
DOM inspection screenshot of ALL form field elements which do not work
Providing the DOM inspection of field elements can be accomplished using the steps below (using Chrome):
(1) Right-click on each field on the page and select Inspect
Right-clicking the form field element and clicking "Inspect" will open the web browser HTML inspector view.
(2) Screenshot the HTML content for the field
When the Inspection window opens, it will highlight the field HTML content in blue, as seen in the screenshot below. For each form field that is not recognized, capture the screenshot of the HTML in the inspection window.
(3) Send this information to Keeper Support
Please provide this information in your support ticket or email feedback@keepersecurity.com to report the issue. Please ensure that the screenshots do not contain any private or confidential information.
Troubleshooting instructions for troubleshooting vault issues.
Please follow the steps below to provide Keeper Support with information to assist vault related errors.
(2) Click on View > Developer > Developer Tools.
(3) Login to your Keeper Vault.
(4) On the Developer Tools window, click on the "Console" tab and check for any errors in red.
(5) If there are errors, take a screenshot and/or copy-paste the information for the Keeper Team.
(3) In the Keeper record for the site, add a . The label name in our example should be "FakePWField123". Enter the label and click Save.
(1) Using Chrome browser, open the Web Vault at:
Helpful info for website developers
If you are a website developer and your users are experiencing a compatibility issue with Keeper's browser extension, please follow the steps below.
Keeper uses pattern matching to determine if a field should display a lock icon. If a lock icon is showing on a form field in error, you can supply a CSS class of keeper-ignore
to your form element. For example:
How to clear the browser and extension cache to reset Keeper on your device.
If you would like to reset Keeper on your web browser, please follow these steps.
Open the Vault at https://keepersecurity.com/vault.
Press F12 key or click on View > Developer > Developer Tools.
Select “Application” in the console's top menu.
On the left side, Right click your site(s) and click clear to delete the local storage.
On the left side clear out the Local Storage, Session Storage, IndexedDB and Cookies.
(1) Go to the URL: chrome://extensions.
(2) Click on background.html.
(3) Turn on "Developer Mode", then click on 'background.html' inside the extension box.
(4) From the Developer Tools, repeat the same process as above and clear all the local storage.