We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Cyber Security

Keeper Security, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cyber Security.

Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/09/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    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,

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

    Business Response

    Date: 07/10/2025

    Hello, 

    As a one time courtesy, we've issued a full refund of your recent auto-renewal. 

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

    Best, 
    TingTing

  • Initial Complaint

    Date:06/14/2025

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

    **** ***

    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

  • Initial Complaint

    Date:06/01/2025

    Type:Product Issues
    Status:
    Resolved
    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:
    Resolved
    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:
    Resolved
    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:
    Resolved
    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.

    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,

    ***** ********hich gives no option to cancel.

  • Initial Complaint

    Date:02/04/2025

    Type:Product Issues
    Status:
    Resolved
    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.
     
    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,

    ****** ***iscount 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

  • Initial Complaint

    Date:09/04/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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:
    Resolved
    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.
     
    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: 08/26/2024

    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

    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:
    Answered
    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.

     
    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: 06/16/2024

    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

    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,

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

Keeper Security, Inc is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.