Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last June (2024) I bought a yearly subscription through ****** . I notified Keeper through email that I decided to cancel. They sent me a confirmation email on 10/1/24 which I have provided. On 6/12/24 I was sent a receipt for $52.48, even though I had canceled auto-renew and Keeper had confirmed in October. I reached out to them yesterday, All they told me was the same thing that they told me in October, that they told me in October (they canceled auto renew). Since they promised that before how can I believe them now, and no mention of a refund! I want my account closed and a refund. This is a horrible way of doing business.

  Business Response

  Date: 06/16/2025

  Hello, 

  Per your request, we've issued a full refund of the new charge to your account. Hope this helps!

  Best, 
  TingTing

  Customer Answer

  Date: 06/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ***

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The issue I'm having with Keeper Security is that they auto-renewed my account when I believed that I wasn't signed up for auto-renewal. I have contacted them, requesting a cancellation and refund, but it appears that they will not provide the refund so far. I have found that the only way to cancel their subscription is by email, which I believe is contrary to the ***'s "click-to-cancel" policy that took effect last year. They also auto-renewed my account almost a month before the actual expiration date. They employ predatory tactics to make it extremely difficult to cancel their subscription, and they auto-renew nearly a whole month before the actual expiration date.

  Business Response

  Date: 06/03/2025

  Hello, 

  I reviewed your case and the refund was issued already. 

  Have a good rest of your day!

  Best, 

  Keeper Team

• Initial Complaint

  Date:05/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/25/25 was the date. Keeper withdrew the money from my bank account 2 weeks before my subscription was set to renew. The current subscription have not yet expired. I opted to cancel my subscription once it axpired and wanted a refund for the $39.99 they had taken 2 weeks early for a new subscription. They would not refund it. That means I would be paying for a service that I had not even started to receive. Please look into the matter because it's totally unacceptable.I want them to refund my money for a service that had not started. I was totally unaware of it.

  Business Response

  Date: 05/30/2025

  Hello, 

  I reviewed your case and a refund was already issued. 

  Please let us know if you need further assistance. 

  Best, 

  TingTing

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not agree to a renewal. I tried to call email and login to cancel the subscription to no avail. I've contacted them again telling them i wanted to cancel and wanted my money back. They do not have anyway of cancelling on their website and in fact lock you out of the account if you try.

  Business Response

  Date: 05/21/2025

  Hi, 

  Thanks for reaching out. I reviewed the case and a refund was issued yesterday, May 20, 2025. 

  Please allow 10 business days till you can see the credit on your end. 

  Best, 
  TingTing

• Initial Complaint

  Date:04/19/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keeper security makes it very difficult to unsubscribe from their services. I no longer use the services they provide and wanted to cancel my subscription. However, I was unable to cancel my subscription. I am a technically competent user and was unable to identify how to unsubscribe via their website. Apparently this is not possible and one must email them. I tried this and got no response. I believe the difficulty of unsubscribing constitutes predatory business behavior. I am not seeking reimbursement because luckily the card they had on file had expired; however, I want BBB to be aware of this behavior. To resolve this issue, I would like them to make it readily apparent how to cancel one's subscription. Ideally, it would be possible via their website as is the norm for **** businesses. If this is not possible, I would like them to stop attempting to charge me and for them to please discontinue my subscription. I have attached a screenshot showing their subscription settings page, which gives no option to cancel.

  Customer Answer

  Date: 04/20/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using their app, Keeper, on my iphone for years. When they require a subscription to continue using their product, I signed up. This year it will expire almost at the end of February. However, yesterday I got a charge on my credit card for a renewal. There was no advance notice or email that this will happen.I went into the app and is unable to find an option to turn of auto renewal. When I chat with support, the *** said auto renewal is on by default and I have to contact them to turn it off. Also I would think auto renewal would happen on the date the subscription expires or the day after, not weeks in advance. I asked if they could provide a refund, but they refused. They said it is their policy of no refund. They then said they can refund the auto renewal charge, which is for a year, if I agree to a multi year with discount.Having a product auto renewal without warning and no option of turning off auto renewal is a shady practice. Then offering the customer multi year discount is not right in my opinion, as they want to get you to stay with them longer and collect more money.

  Business Response

  Date: 02/06/2025

  Hello, 

  We appreciate your feedback. Our system shows that you've already filed a dispute and the the dispute went through. 

   

  Please reach out to ****** if you still have not received the credit. 

   

  Best, 

  Keeper Team

  Customer Answer

  Date: 02/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:09/04/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an account with ********************** where I store private information. I no longer want to use the service that Keeper provides but I am being denied access, to customer service and my information, unless I pay their yearly subscription fee. Free Members are also denied customer service so that there is no one that can help with issues unless you upgrade to a premium account. They require renewal in order to receive any help regarding my account and information.

  Business Response

  Date: 09/06/2024

  Hello, 

  Thanks for your feedback. Human support is indeed a paid feature. 

  I temporarily activated your account so you can export your data via a browser on your computer. Please complete the below steps within 48 hours. 

  To print out your Keeper data, please follow the steps below:
  1. Open your browser, visit *****************************************.
  2. Log in with your email address and your master password.
  3. Click on your account email in the top right corner
  4. Click Settings>Export
  5. Select PDF and click Export      

  Thank you, 

  Keeper Team

• Initial Complaint

  Date:08/25/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Changed my email address in keeper, Keeper says free trial. Contact Keeper via email. Response no account found under original email. ******************************* Please see my response below. Sorry, I might be old but not stupid. See below original request. Account did exist and I was charged. Charged on My Amex July ****** Order # MMGD2LHDQS. Billed $34.99 Doc # ************. Under the email address of ******************************* So your response is BS. You took my money and When I changed my email address you claim it created new account. I want my money back! I choose not to do business with you. I would not recommend this product or service to anyone. CC: Better Business Bureau

  Business Response

  Date: 08/26/2024

  Hi ******,

  I'm sorry you're not happy with the the charge. Based on the order number, it appears to be a charge via Apple iTunes. If you would like to request a refund, please contact Apple directly for assistance. To pursue a refund from Apple, follow these steps:

  1. To get the refund, go to *****************************
  
  2. Click on 'Choose a Product' > 'Billing & Subscriptions' > 'Subscriptions & Purchases' > 'Request a Refund'.
  
  You should also cancel auto-renewal of your Keeper subscription to avoid future charges. Please follow the steps in the below link to cancel it. 
  ****************************************

  If Apple declines the refund, please contact your card company to take care of the issue. Please let us know if you need further assistance. Thanks!

   Best, 

  TingTing

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22192489
  
  I am rejecting this response because:
  Regardless how it was paid they got the money. I had cancelled 2 weeks on the auto renewal. 
  Sincerely,
  
  *****************

  Business Response

  Date: 08/28/2024

  Hello, 

  As the purchase was made via Apple, you will need to contact Apple Support to get a refund. 

  Please follow the steps in the link below to reach out to Apple Support. 

  **************************************

  Best, 
  TingTing

   

• Initial Complaint

  Date:06/14/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to a software issue, I had to factory reset my phone. When logging back into all of my apps, my Keeper app would not accept my password. When trying to recover my account, it wouldn't accept my security question answer. I had not changed either. I contacted their support and was told there was nothing they can do to recover my account. Really? Even my bank has a way of proving my identity and assisting me with regaining access. So now Keeper has all my vital info and will not let me back in. I'm sure I don't need to stress how vital all the info is. Secondly, I pay a yearly subscription fee. They are refusing to refund the 6 months that I paid for but cannot use because they will not help me recover my account. This is absurd. I have no problem proving my identity. But how can I "remember" the master password when I DO remember it and it just won't work. I really need access to my account. If they continue to refuse to help me, then they need to give my money back.

  Business Response

  Date: 06/16/2024

  Hello ****,
  
  I understand the frustration you're experiencing due to the inability to access your account. As a Zero-Knowledge security company, we prioritize the privacy and security of our users' data, which means we do not have access to your Master Password or security question answers.

  If you know your Master Password is correct, our system will recognize it.  I'd encourage you to try all possible Master Passwords and answers via the web vault at keepersecurity.com/vault. Please try it via a web browser on a computer. If you can login to the web vault successfully and see all your data, simply uninstall and reinstall the app on your phone and login using the same email and the same Master Password. 

  Regarding your request for a refund, unfortunately, the system no longer permits us to reverse it as it was processed in December, 2023. You bought a one year plan at $34.99 on Dec 28, 2023. I have disabled the auto-renewal for your account to prevent future charges. To learn more about our refund policy, please visit: ************************************************************;

  Our consumer support line to paid users is ************. Please let us know if you have any other questions.
  
  Regards,
  Keeper Team

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21851690
  
  I am rejecting this response because:

  The password has never been changed and I know what it is.   Their system stopped accepting it for whatever reason. And of course they *can* refund my money, they just *won't*. 

  Their response above is the same form response they have sent previously.  It's worthless.  

  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/18/2024

  Hello ****, 

  Thank you for your message.
  
  As a zero knowledge security service provider, we do not have access to your vault. If the Master Password is correct, the system will accept it. Please try the web vault at keepersecurity.com/vault to see the vault response.  If you continue to experience issues, we can assist you with starting over.  However, the existing data will get wiped out. Unfortunately, a refund is not available at this time. We apologize for any inconvenience this may cause.

  Regards, 

  Keeper Team

  Customer Answer

  Date: 06/19/2024

   
  Complaint: 21851690
  
  I am rejecting this response because:

  There is zero chance that I would ever trust you with my data ever again. I want my unused subscription money refunded.  I find it totally unethical to not help people into their accounts when something happens, especially when it's not the consumer's fault. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Keeper Security provides 'vaults' to safely store login information. They also provide the ability to share these vaults to multiple users. I was given access to a shared vault by a user who created the vault while he worked for our company, but he no longer works with our company. Roughly 40 days after said employee left the company, and about 45 days after I was given access to the shared vault, I tried to log in to the vault. The login attempt said the free trial period of the vault has ended, and to access the vault I would need to purchase a paid account. I then received an email stating that the free trial period for the vault had ended, again at minimum 45 days after the vault was created (the trial period is 30 days). I tried going through online support and was sent an email stating that a paid subscription was required for support. This included both email and chat support. I then tried 3 different phone numbers, but was required to leave a message (currently no response) after not being able to connect with any support staff. Keeper does offer a free subscription, which still grants access to vaults, albeit not shared vaults. I am not even able to log in to Keeper to see what I have access to or use it as a free subscription because it asks for an upgrade with every log in. If Keeper wants to not allow access to a shared vault, that is their decision, but it is not right to not allow any support questions from consumers who may have data locked behind a Keeper paywall. I should also be allowed to log in under a free account as stated on the Keeper website. Keeper purposely obfuscates the terms of their free trial to lock consumers in to their platform and force them to pay to retrieve data, should the consumer decide to move or even access data.

  Business Response

  Date: 05/11/2024

  Hello, 

  We appreciate your feedback. 
  

  As of March 1, 2024, we no long offer email or phone support to free users. Free users have access to our user guides and online tutorials. 

  We temporarily activated your free trial for 48 hours. Please follow the steps below to export your data.  
  1. On a computer, please visit the web vault at keepersecurity.com/vault.
  2. Upon login, click on your email address from the top right corner and go to settings to export your data. 
  

  Best,

  TingTing

  Customer Answer

  Date: 05/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************