Keepers: support

Keepers support
Effective 1 November 2026.

Contact Moola support (https://project-moola-401d0.web.app/support) for help. Include the Keepers version, your phone and system version, what you expected and what happened. Never send a sign-in code, payment card details or private photos. We aim to respond within five working days. Support correspondence is kept for 12 months after the issue closes, except for an unresolved dispute or legal obligation.

If Keepers finds no bursts, it looks only at your latest 600 photos and only at photos taken within a few seconds of another photo. Choose photos to compare any 2 to 12 shots yourself; that works without photo library access. On iPhone, photos stored only in iCloud need to download before Keepers can read them. If Keepers says eyes were not read, the faces may be too small, turned away or covered; it then compares sharpness only and says so.

For account recovery, sign in again with the same option you used before: Apple, Google or your mobile number. A different option can open a different account. For a missing unlock, sign in to the same store and Keepers accounts used when buying, then choose Restore purchase. A pending payment or approval unlocks only after the store confirms it. Do not buy again to fix an error. If needed, send support only the store order reference and the email address or mobile number linked to your account. The original store's refund rules and your statutory rights apply.

To delete your account in the app, open Account, then Delete this account. Without the app, contact Moola support at https://project-moola-401d0.web.app/support and ask for Keepers account deletion. We verify ownership, explain what is retained and aim to complete support deletion within 30 days. A queued request is not a completion confirmation.