Support
Help, without the scavenger hunt.
Most support questions fall into a handful of buckets. Start with the right one below and you will usually get to the answer faster than waiting on email.
Upload and file issues
Keepsake accepts JPG, PNG, and HEIC up to 20MB. If a HEIC file gives you trouble, export it as JPEG from Photos and try again.
Billing and refunds
Packs, subscriptions, credit timing, and what to do when a result is not good enough.
Privacy and deletion
How long photos stay, how deletion works, and where to find the policy in plain English.
Questions about quality
If a photo is heavily damaged or the first result is not right, start with a regeneration or consider Deep Restore for the harder cases.
Fast answers to common problems
- If a free result is watermarked, that is expected. Paid credits remove the watermark.
- If a free photo disappears after a day, that is also expected. Free-tier photos auto-delete after 24 hours unless you upgrade.
- If a photo is blocked, it may have triggered automated moderation. Email support if you think the block was a mistake.
- If you want to delete everything, the account privacy area is the place to do it after signing in.
Need a human?
Email support and include the account email you used plus any photo ID if the issue is tied to a specific restoration.