How can we help?

Common questions

I cannot open my vault

Check that you entered the same recovery key used when the vault was created. If Keeptiva Shield is enabled, you will also need the same three memorable words. Capitalisation and spaces are normalised, but the words themselves must match.

My upload stopped

Keep Keeptiva open until the upload finishes, confirm that your internet connection is stable and retry with a smaller selection. Your originals are encrypted before upload.

Why does Keeptiva ask for my location?

Location is optional and helps group memories by place or event. You can decline the request or change permission later in your device or browser settings.

How do I request data deletion?

Email support with the subject “Keeptiva deletion request”. Include the vault identifier shown in Keeptiva, but never include your recovery key or memorable words. We may ask for additional information needed to verify and complete your request.

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