How do I get in touch with a live support agent?
You can reach our US-based customer support team using the phone number, email address, or chat link below:
- Call us at (877) 382-0949
- Email us at support@picturekeeper.com
- Chat with us here
Our team is available Monday - Friday, 9 am to 5 pm (Eastern Time).
Note that we are closed in observance of the following holidays: New Year’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, Christmas Eve, and Christmas Day.
How do I return my Picture Keeper for a refund or exchange my Picture Keeper for a replacement?
One of our live support agents will be glad to help you through the return/exchange process. Please note that we can only help with orders made through PictureKeeper.com.
Something is wrong with my delivery order. How do I get this fixed?
We apologize for the mistake! One of our live support agents can help fix this for you. Please note that we can only help with orders made through PictureKeeper.com.
Did you receive my returned item?
Upon receiving your returned item, we will inspect it and then send a confirmation email to you. If this process is taking longer than expected, one of our live support agents can look into the details for you.
How do I update the email address associated with my Picture Keeper account?
One of our live support agents can update your email address. Simply provide them with the old and new email addresses.
Why is my backup disconnecting, freezing, not starting, not resuming, or otherwise failing?
We understand the frustration! This can happen for a variety of reasons. In order to diagnose the problem, our support team will need you to follow these simple steps to send us a log file. Please send this log file from the phone, tablet, or computer that is experiencing the problem. Once we receive your log file, we will review it and get back to you at the provided email address.
Can I use Picture Keeper on an Amazon Kindle Fire?
Many of our Picture Keeper products are compatible with Amazon Kindle Fire. For more information, see our Product Compatibility Chart.
Can I use Picture Keeper on a Chromebook?
Yes! All of our Picture Keeper products are compatible with Chromebooks. Because Chromebooks are Android-compatible, you can follow the same setup steps as any other Android device.
Is there a membership fee, subscription fee, or any other monthly fee to backup my devices to Picture Keeper?
No, we will never charge any fee to backup your devices to your Picture Keeper drive. But we may offer optional premium features in the future.
Can I organize the files on my Picture Keeper into albums or folders?
Our apps do not currently have file organization features built in. Instead, your files are stored on the Picture Keeper drive using the same structure as they were stored on the original device.
How do I view the files on my Picture Keeper drive sorted into their original album or folder names?
Use the Explore Drive option in our iOS and Android apps to view the files as they were originally stored on your mobile device. Note that our Windows and Mac apps display your files in this manner by default.
How do I get clarification regarding questions about your Privacy Policy, Terms of Service, or Terms of Use?
One of our live support agents will be happy to answer any questions in this regard.
How do I use Picture Keeper Connect or Picture Keeper Pro SSD with my newer iPhone or iPad that has a USB-C port?
If your iPhone or iPad has a USB-C port, you'll need to follow some additional steps to get started. Specifically, you will need to grant access to the Picture Keeper after plugging it in. Please see the relevant tutorial video:
How do I use Picture Keeper Pro SSD or Picture Keeper Pro HDD with my older iPhone or iPad that has a Lightning port?
Picture Keeper Pro SSD and Picture Keeper Pro HDD cannot connect directly to iPhones or iPads that have Lightning ports. Instead, these devices require the use of Manual Backup Mode.
Manual Backup Mode consists of two parts:
- Prepare the files for backup on your iPhone or iPad.
- Complete the backup process on your computer. Click here for Windows instructions, or click here for Mac instructions.
How do I get help with the checkout/purchasing process on PictureKeeper.com?
Sorry to hear you're having trouble! One of our live support agents can help you through the process.
How do I use a credit card on PictureKeeper.com to pay for my order?
After filling out the contact info and shipping address, press the "Continue to shipping" button to choose a shipping method. You will then be prompted to enter your credit card information.
Why can't my Picture Keeper backup files larger than 4 GB?
Many of our Picture Keeper drives come formatted in the FAT32 file format. This format has the widest range of support for other devices, but comes with the drawback of only supporting files under 4 GB in size.
Most devices in use today support the newer exFAT format, which has no such file size restriction. If you'd like, a live support agent can walk you through the process of reformatting your Picture Keeper to use the new exFAT format. Just keep in mind that this process will erase all the contents currently on the drive!
How do I shop for Picture Keeper products and view their current prices?
Check out our Shop page to browse our entire product catalog, or try our Current Offers page for any deals.
How do I reset my password?
Visit the Reset Password page and enter your email address. Within a few seconds, you'll receive an email that contains a link for resetting your password. If you're having trouble, feel free to reach out to a live support agent.
Why is the Picture Keeper app telling me that my drive is incompatible?
Our apps are made to work only with Picture Keeper-branded products. Products such as "Photostick Omni", "The Photostick", and "Datalogixxx" are not Picture Keeper products, so they will not work in our apps.
Why does my Picture Keeper get warm or hot during backup?
The drive can get warm to the touch when backing up lots of files. This is especially true when using the USB-C or USB-A ports on the drive, as these allow for high-speed transfers of data. However, if a drive to too hot to touch comfortably, this should be reported to one of our live support agents.
How do I know if Picture Keeper backed up all my files?
In the iOS and Android apps, try pressing "Resume Backup". After the app searches through all your files, you should see a green checkmark ✅ and a message stating that you're "All caught up!". This means all the files that match your enabled "Backup Options" have been backed up from your device to the Picture Keeper.
In the Windows and Mac apps, try pressing "Start Backup". After the app searches through all your files, you should see a green checkmark ✅. This means all the files that match your enabled "What to Search" and "Where to Search" options have been backed up from your device to the Picture Keeper.
How do I delete my Picture Keeper account, including email address and any other associated information?
Our Picture Keeper Connect mobile apps users can request account deletion by navigating to Settings > Account > Request Account Deletion.
If you don't have access to our mobile app, one of our live support agents can process your account deletion request. Simply provide them with the account email address.
Can I use an adapter when connecting Picture Keeper to my Lightning iPhone or iPad?
No, adapters cannot be used in this case. Among our product lineup, only the Picture Keeper Connect can connect directly to a Lightning iPhone or iPad. However, we do offer an alternate process for backing up your Lighting devices. Please note that this alternate process requires access to a Windows or Mac computer.
If you need to request an exchange for a different Picture Keeper product, of our live support agents will be glad to help you.
What is the Keeper Connector adapter used for?
Some of our Picture Keeper products come with a Keeper Connector adapter. This adapter allows the Picture Keeper to attach to devices that contain USB-C or Micro-USB ports.
Please note that the Keeper Connector only works when a Picture Keeper drive is plugged into it. Refer to our Connectivity Guide for more info on properly using the Keeper Connector with your Picture Keeper drive.