Docs / Help

Troubleshooting

"My password isn't accepted"

• Check keyboard layout and caps lock — the password is case-sensitive and never trimmed.
• If it is genuinely forgotten, use your Recovery Kit. There is no reset by support; that is the security model working.

Sync doesn't seem to run

• Open Settings → Sync and check the status line, then tap Sync now and watch for an error.
• Google/Microsoft sign-in expired? Re-authenticate from the same screen.
• WebDAV: verify the URL is reachable from the device and credentials are current.
• Folder provider: confirm the folder still exists and is writable (NAS mounts and USB drives move).

A document shows the wrong category or date

Open it and correct the field — corrections teach the suggestions on that device. Photos taken at an angle or in poor light read worse; re-photograph flat and bright and OCR again.

The web app lost my vault

The browser vault lives in site storage. Clearing site data, private windows, or "free up space" cleaners delete it. Restore it from sync or your Recovery Kit + a synced copy. For daily use, install the app to the home screen — installed apps' storage is treated as more durable by browsers.

A Secure Send link stopped working

That is usually the feature working: links die after one download or their expiry, and five wrong PINs destroy the file. Send a fresh link.

Something else?

The Ask button in the bottom corner of any page walks through the most common problems step by step, and hands you to a person when it runs out of ideas. It answers from these same docs — there is no AI and nothing you type leaves the site.

Email hello@securekeepsake.com — include your platform and app version (Settings → About). Never include your password or recovery words; we will never ask for them.

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