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:09/16/2025

  Type:Billing 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.

  On Sept. 8 and 9, 2025, Keeper processed a charge of $27.26 and $43.63 as they auto renewed my account opened on Sept. 28, 2024 despite my intention to cancel my subscription prior to it's termination date of Sept. 28, 2025.They have made it clear via the previous complaints forwarded to you against them, their practice is to mislead customers into believing that they may cancel their account before their renewal day. Keepers practice, however is to auto renew subscriptions weeks before the last day of the current subscription. In my case, they renewed my subscription on Sept. 8, 2025 -nearly three weeks before it expired. Such practice is deceptive.

  Business Response

  Date: 09/17/2025

  Hello, 

  Thanks for your reply. 

  We've refunded both charges to you. Please let us know if you need further assistance. 

  Thank you, 
  Keeper Team

  Customer Answer

  Date: 09/18/2025

   
  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:08/24/2025

  Type:Sales and Advertising 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.

  On 8/17, I received an email from Keeper Security stating that my subscription is renewing soon. The email did not specify when it was renewing, and instructed me to my account to see that information. When I logged into my account, it said my subscription was ending on September 10, 2025. Based on that information, I decided I was going to request cancellation 3-4 days ahead of September 10. On August 22, I was charged twice (***** and *****). I emailed Keeper Security with a request to cancel my subscription and refund me. In my email, I explained that my subscription doesnt expire until 9/10 per my account information. They told me they process renewals before the expiration date and that I will not be issued a refund. I am seeking a refund for my subscription and cancellation of my service due to the fact that Keepers process of renewing the subscription early is not clear or well-known to the customer. Had I known they were planning on renewing my subscription on 8/22 (2.5 weeks ahead of the subscription expiration), I would have canceled.

  Business Response

  Date: 08/25/2025

  Hello, 

   

  Thank you for reaching out. Per your request, we've reversed both charges to your account. Please allow 10 business days till you see the credit on your end. 

   

  Thank you, 

  Keeper Team

• Initial Complaint

  Date:07/09/2025

  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.

  On July 8, 2025, the merchant placed a temporary hold of $178.41 on my corporate credit card for a subscription service renewal that would begin on July 28th, 2025, and run for 3 years. I immediately contacted the merchant via voicemail, and chat to inquire about the charge. I communicated with 2 representatives on July 9th and informed them that I did not want to renew the service and that it could expire when the remaining 19 days lapsed. I was told per their policy, that since the credit card transaction was already submitted the future subscription could not be cancelled and the charge could not be reversed/refunded. I expressed that this did not seem proper as i was still under the current subscription and had received no value from their early processing of payment. They refused to cancel the charge.

  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

  Customer Answer

  Date: 07/10/2025

   
  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:06/14/2025

  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:

  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.

  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:

  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.

  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:

  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 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