If an email claims to be from Picture Keeper and something about it feels off, the sender's full address is the quickest thing to check. An address that does not match one of ours is worth pausing over before you click, reply, or open an attachment.
The addresses we send from
These are the addresses you will most often see a genuine Picture Keeper email come from:
- no-reply@picturekeeper.com — used for our monthly backup reminder emails.
- picturekeeper@e.picturekeeper.com — used for our marketing email. The e. in front of picturekeeper.com looks odd, and it is the address of ours most likely to make you look twice. It is genuinely ours.
- support@picturekeeper.zendesk.com — replies to a support ticket. Zendesk is the help desk system we use, so replies from our support team arrive from that address.
That list is not exhaustive. If an email does not obviously look suspicious but does not match one of the addresses above, contact us and let us check it rather than acting on it. We would far rather confirm a genuine email for you than have you work it out alone.
The address alone is not proof either way, though. Sender details can be forged, so an email that does match one of these still deserves the checks below if anything about it seems wrong.
What to check in an email
Whoever the sender appears to be, these are the details worth a second look:
- The full sender address, not the display name. A name in your inbox can say anything at all. Open the sender's details and read the address itself, character by character, including the part after the @.
- Where a link actually goes. Hover over a link, or press and hold it on a phone, and the real destination appears. Read the part before the first single slash: on a genuine link of ours, that part ends in picturekeeper.com. A close-but-not-quite version of our domain is a reason not to follow it.
- Unexpected attachments. An attachment you were not expecting is worth treating with suspicion, whatever the file is called.
- Urgency and threats. Warnings that your account will be closed, your files deleted, or your order cancelled unless you act immediately are a common way of stopping people from thinking it through.
- Requests to confirm details you never gave us. If an email asks you to verify information that was never part of your dealings with us, treat that as a signal.
What we will never do
We will never ask you for your password. A genuine email from us will also never need you to supply payment card details by reply.
If a message looks wrong
- Do not click any links in it.
- Do not reply to it.
- Do not open any attachments.
- Forward it to us through our contact page so we can confirm whether it came from us.
If you have already clicked a link or typed your details into a page you now doubt, change the password on any account where you entered it. Open that site yourself rather than following any link in the email, and tell us when you get in touch.
There is no cost to checking. If you are not sure about an email, ask us before you act on it.
If you have any trouble with a suspicious email, contact us and we will be happy to help.