Support
Write to hello@keep.gallery and you'll get a reply from a person.
What's free, and what do I pay for?
Everything except deleting is free, with nothing withheld: sorting your whole library, keeping, favouriting, throwing, putting photos back, building albums, and browsing months, trips, duplicates, screenshots, videos and places. The paid feature is emptying the Thrown pile — the moment photographs actually leave your phone. The yearly and monthly plans open with a free trial; the lifetime purchase is a one-off with nothing to cancel.
How do I cancel the free trial?
In Settings › tap your name at the top › Subscriptions › Keep › Cancel Subscription. Apple holds the subscription, so that is the only place it can be cancelled — we can't do it for you. Cancel at least 24 hours before the trial ends and you are not charged; you keep access until the period you've paid for runs out. Keep also offers to send you a reminder two days before a trial converts, if you let it send notifications.
Restoring a purchase on a new phone
Sign in to the App Store with the same Apple ID and open Keep. It usually resolves by itself on first launch. If it doesn't — normally because there was no network at that moment — use Restore purchases on the paywall, or open the menu and go to Subscription.
I'm being asked to pay and I already have
Check that the App Store is signed in to the Apple ID that made the purchase, then tap Restore purchases. Purchases belong to an Apple ID, not to an account with us, so a different Apple ID looks like a different customer. If that doesn't fix it, write to us with the date of purchase and we'll sort it out.
Keep says it needs full photo access
Keep sorts your whole library into months and finds trips inside it, which it cannot do with a hand-picked selection — the photos you would have to pick are the ones you came here to find. Turn it on in Settings › Privacy & Security › Photos › Keep › Full Access. iOS only asks once, so if you chose Limited earlier, Settings is the only way back.
A photo I threw is still on my phone
That's the design. Throwing records a decision and moves on; the photo waits at full size in the Thrown pile until you empty it. Open Thrown, look at what's there, then Delete N photos. iOS confirms again, and holds them in Recently Deleted for thirty days after that.
I deleted photos and my storage didn't change
Deleted photos sit in Recently Deleted for thirty days before the space comes back. To have it sooner, open Photos › Recently Deleted and empty it there. Keep can't tell you which of your deletions are still in that bin — the Photos API has no way to ask — so it reports the honest total instead of guessing at a split.
Where did my keeps go?
Into a Photos album with the name you gave the session, alongside your other albums. Favourites are also hearted in Photos itself. Months are the exception: a month is something you clear out rather than something you build, so it creates no album.
I changed my mind about a photo
Swipe right to walk back to it and decide again. Changing a verdict undoes the write that went with it, so an album never holds something you took back. You can also open any pile and re-decide from there — the photo leaves that pile on the spot.
Photos are slow to appear
The first launch walks your whole library once, which takes a few seconds on a large one. After that Keep draws last launch's answer immediately and refreshes behind it. Photos stored in iCloud are fetched as they're needed, so a poor connection shows up as slower loading.
Something else
hello@keep.gallery — tell us your iPhone model and iOS version, and what you were doing when it went wrong.