Frequently Asked Questions Keeper® Password & Data Vault 1. Is Keeper still free? 2. I can't find my subscription code or license key. 3. After my free trial is up, will I lose my data? 4. How do I download Keeper on my [phone or computer]? 5. I purchased Keeper Desktop before you switched to a subscription model. Do I need to pay again? 6. What am I getting for the paid subscription? 7. Why does the Android app have full Internet permissions? 8. I paid for Keeper already. Why is it bugging me to pay? 9. I can't sync. Desktop app tells me it can't find my phone. 10. I switched from an iPhone to Android. How do I transfer over my data? 11. Why does the BlackBerry and Vodafone app require a username/password to access Keeper? 12. I switched from XYZ phone to BlackBerry. How do I transfer over my data? 13. Keeper doesn't open on my computer. 14. I lost my iPhone's Keeper data after upgrading and I didn't use your backup service. What do I do? 15. My computer crashed and I need to re-install but it's telling me I've exceeded my activations. 16. What are the dice? 17. How do I transfer records from [some other app] into Keeper? 18. Can I sync with a USB data cable to my phone? 19. What is Self Destruct? 20. How do I know I can trust your company with my data? 21. Keeper opens and then crashes right away on my iPhone 22. How do I delete a folder? 23. Does iTunes backup my data? 24. What is a clipboard? What does "Copied to Clipboard" mean? 25. How do I reset my Master Password? 26. On my Mac, the app bounces in the dock but doesn't open. 27. How do I delete a record? 28. What happens if I forget my master password? 29. How do I restore data from one device to another? 30. I forgot the answer to my security question. 31. How do I update my version of Keeper Desktop? Q: Is Keeper still free? Keeper's basic password management features are FREE on your mobile device. The paid version of Keeper allows complete management of your passwords from your desktop or laptop computer, as well as cloud backup and restore features to make sure you never lose your most critical information. These premium features are available to you for 30 days as a trial. After the trial period, you can elect to upgrade or still use the basic free functionality. Back to top Q: I can't find my subscription code or license key. Please visit our self-service tool for retrieving license keys and subscription codes based on your email address. The link is: http://callpod.com/contact Back to top Q: After my free trial is up, will I lose my data? No, you will not lose your data. However, to protect your data from loss on your mobile device, it is imperative that you get the paid version of Keeper. This allows us to store your data off-site in our secure data cloud. This way, you will be able to back up and restore your data at any time should your mobile device get lost or stolen. Back to top Q: How do I download Keeper on my [phone or computer]? Keeper can be downloaded directly from the following page: http://callpod.com/download If you open this page on your mobile device, you will automatically be routed to the App Store (iPhone, iPod, iPad, Android, BlackBerry). If you open this page on your desktop computer, you can click the Download Now button to install Keeper on your computer. Back to top Q: I purchased Keeper Desktop before you switched to a subscription model. Do I need to pay again? If you purchased a one-time license of Keeper Desktop, you do not need to purchase Keeper again. To activate Keeper on your mobile phone, simply visit the Help screen and tap on "Already Purchased?". On the screen that comes up, type in your subscription code or license key. Existing Keeper Desktop customers will not be able to upgrade to future versions of cloud-based services and other advanced features that are being released soon. Back to top Q: What am I getting for the paid subscription? The paid version of Keeper includes many critical features such as data management across all your desktop computers and mobile phones, as well as cloud-based backup and restore. Callpod manages the encrypted off-site cloud backups as a service to customers. A full feature comparison can be found here: http://callpod.com/mobile Back to top Q: Why does the Android app have full Internet permissions? All of the great Sync features of Keeper such as Desktop management, Backup and Restore require the use of the network. Your data is not transmitted nor accessed without activating any of these features. Back to top Q: I paid for Keeper already. Why is it bugging me to pay? Your mobile app might not be properly activated with your subscription code. To activate your phone, simply tap the "Already Purchased?" screen within the Help menu of Keeper. Type in your subscription code or Keeper Desktop license key. Back to top Q: I can't sync. Desktop app tells me it can't find my phone. 1. Please make sure your mobile phone and computer are on the same local network. If using the Wi-Fi sync feature, make sure your phone has a Wi-Fi data connection to the same network as your computer. Your computer does NOT need to be on Wi-Fi. 2. If you are running Anti-Virus or a Firewall, please turn it off to see if it is preventing the communication. 3. If you are connected to a corporate VPN, please try turning that off.We will be releasing a version of Keeper Desktop soon that utilizes the Internet to securely sync (with 128-bit AES encryption) for customers that are not able to use Wi-Fi. Contact us to be a beta user of this feature. Back to top Q: I switched from an iPhone to Android. How do I transfer over my data? The fastest way to transfer data between devices is to use the Sync feature of Keeper Desktop. Download Keeper Desktop to your computer via this link: http://callpod.com/download Visit the Mobile Sync tab and then perform a sync to device #1, then sync to device #2. Back to top Q: Why does the BlackBerry and Vodafone app require a username/password to access Keeper? The BlackBerry and Vodafone Keeper application was created a bit differently than the app for iPhone, iPad, and Android phones. On BlackBerry and Vodafone platforms, you will create a username/password for logging into your information instead of just a single master password. Syncing between Desktop computer and BlackBerry is very easy. Simply enter this information on the Mobile Sync tab of Keeper Desktop software. Back to top Q: I switched from XYZ phone to BlackBerry. How do I transfer over my data? The fastest way to transfer data between devices is to use the Sync feature of Keeper Desktop. Download Keeper Desktop to your computer via: http://callpod.com/download ...and then perform a sync to device #1, then sync to device #2. Back to top Q: Keeper doesn't open on my computer. Please make sure your Java Virtual Machine is updated. You can download the latest Java from Oracle via the link: http://www.java.com/getjava If you still run into problems opening Keeper, please contact us and we'll help troubleshoot the issue. Back to top Q: I lost my iPhone's Keeper data after upgrading and I didn't use your backup service. What do I do? When attempting to restore your Keeper data, please DO NOT sync your phone to iTunes. Doing so could result in the loss of your Keeper data. If you lost your data and did not use our backup service, you can try the following:1. Download and install our free iTunes Restore Utility. Here's the links: Mac: KeeperRestore.dmg PC: KeeperRestore.exe2. Run the Restore Utility. When it opens, enter the same password that you used for Keeper before you lost your data.3. Click "Start Restore".You should then see some activity on your screen which will inform you of it's progress. The program is searching for your iTunes backup files, extracting them, searching for Keeper databases, then un-encrypting the data with the password you entered. If the process is successful, it will tell you that it found the files and where to find them on your desktop. Now that you have the data files, you can take a deep breath and follow the remaining steps below to import them back into Keeper:4. Download and run Keeper Desktop from: http://callpod.com/download 5. Visit the Import/Export screen and click on "Import from Plaintext Text File". 6. Select the file found from the Restore Utility and proceed with the instructions provided. 7. After import is complete, click the Mobile Sync tab and follow the instructions to sync the data back to your mobile device. Back to top Q: My computer crashed and I need to re-install but it's telling me I've exceeded my activations. Please contact us via http://callpod.com/contact and we will reset your activations. Back to top Q: What are the dice? The dice are random password generators. They do NOT encrypt your data. They are a tool you can use to quickly create random website passwords with higher strength. Back to top Q: How do I transfer records from [some other app] into Keeper? There are a few ways. The easiest method is to import a 5-column csv or tab-delimited text file via the Import/Export tab of Keeper Desktop. Keeper on iPhone, iPod, and iPad have a built-in FTP (file transfer protocol) import feature (if you are familiar with FTP). Back to top Q: Can I sync with a USB data cable to my phone? No, currently this is not available. Back to top Q: What is Self Destruct? Self Destruct prevents unauthorized access to your secret information by deleting the information if an intruder attempts to break into your phone or desktop computer. You can turn this feature ON or OFF via the Settings screen. Back to top Q: How do I know I can trust your company with my data? Callpod does NOT have access to your data nor does it maintain your passwords. Â When we back up your data using the paid version of Keeper, we maintain a binary file of your data that we cannot open or access. Â We simply allow you to retrieve and restore that data.Keeper® software utilizes government-certified AES 128-bit encryption. Your information is stored using the AES cipher which is controlled by your master password and your designated security questions. Callpod cannot decrypt or access your data. If you forget your master password or the answers to your security questions, you will be unable to retrieve or access your data.Keeper is trusted by millions of users and is currently the most downloaded password management application across all available platforms for mobile devices and computers. Back to top Q: Keeper opens and then crashes right away on my iPhone This can happen if your iPhone is running very low on system resources. Please restart your phone. Back to top Q: How do I delete a folder? On iPhone, iPod, iPad, simply swipe the folder with your finger in the "Folders" view.On BlackBerry, highlight the folder and tap your Menu button then Delete. On Keeper Desktop, you click Delete with the folder selected. On Android, you press-and-hold the Folder name. Back to top Q: Does iTunes backup my data? iTunes only backs up certain information like contacts, music and the app binaries. But iTunes does not provide ways to restore "3rd party" application data in any reasonable way. When you upgrade your phone, application data is almost always deleted in the process. This is why we created the reliable cloud-based Backup and Restore service within Keeper. Back to top Q: What is a clipboard? What does "Copied to Clipboard" mean? The clipboard is where things go on your device and computer when you "Copy" something for "Pasting" later. In Keeper (iPhone,iPod,iPad), you copy a record's information to the clipboard by tapping the field on the "Detail" screen. On Android, you press-and-hold the field. Now, when you switch to another application (such as a web browser or email) you can "Paste" the content into that location. Back to top Q: How do I reset my Master Password? On iPhone, iPod, iPad you can change your master password by visiting the "Settings" menu. Syncing between mobile devices and computers will only work properly when your master password is identical on the devices. Make sure that on iPhone when changing your password, that you either use the number or alphanumeric keypad. A common Sync problem is related to users thinking that they are typing the letters on the number pad when in fact they are typing the numbers. Back to top Q: On my Mac, the app bounces in the dock but doesn't open. Please go to your finder on your mac and find your home folder (folder with your computers name and a house next to it), hold down ctrl and click on that folder (you can also right click if your mouse has a right click button) then click on get info. On the info screen go down to 'Sharing & Permissions' and change your user name to read & write. You may have to unlock the settings to make the change. You should now be able to open Keeper Desktop. Back to top Q: How do I delete a record? On iPhone, iPod, iPad, delete a record by swiping it in the List view, or tapping the "Delete" button in the record detail view. On Android, press-and-hold the record in the List view to expose the record options. On BlackBerry, highlight the record and tap your Menu key. On Desktop, select the record and hit the "Delete" key on your keyboard or click "Delete" from the record detail view. Back to top Q: What happens if I forget my master password? Your master password is not accessible by anyone, including Callpod. If you forget your master password, you won't be able to access your Keeper records that are on your device or computer. However, if you performed a Cloud Backup via our premium paid features, you can issue a "Restore" request that requires you to answer your selected security questions and confirm your identity via email. To access this feature, visit the Sync or Backup screens on Keeper. Back to top Q: How do I restore data from one device to another? Keeper's Cloud Data Backup and Cloud Data Restore feature allow you to easily transfer your Keeper records between devices. One Device #1, go to the Backup screen and answer the security questions provided. On Device #2, go to the Restore screen and follow the instructions on screen. You will need access to your email to perform the first step of identity verification. After your email has been verified, you will answer security questions that you supplied in the Backup process. Back to top Q: I forgot the answer to my security question. We cannot retrieve your Keeper records via the Restore process if you do not know the answer to your security questions. It's possible that you selected one question and answered another one. For example, "What is your mother's MIDDLE name" (not MAIDEN name). Back to top Q: How do I update my version of Keeper Desktop? To update your Keeper Desktop software to the latest version, simply exit the app and then download the new version from http://callpod.com/download. Installing the new version will not delete your data. Your data is stored on your computer outside of the installation directory (on Mac computers in /Users//KeeperData and on Windows computers in C:\Documents and Settings\[username]\KeeperData). Back to top