Contact support
Email Kepnote support
Include the app version, device and operating-system version, what you expected, what happened, and the exact steps that reproduce the issue. A screenshot is useful when it does not expose private content.
support@kepnote.comQuick checks
A capture is missing
Check the local library first and remove any active search or type filter. New local captures should appear without an account.
Cloud status is pending
Confirm that the device is online, your account is linked, and your Premium entitlement is active. Large files can take longer to upload and process.
AI answers fail
For bring-your-own-key AI, recheck the provider, endpoint, model, and key. Provider availability and account limits can also affect requests.
A URL has no title
Some sites block metadata requests or require a login. The URL can still be saved and given a title manually.
Account and sign-in help
Use the same sign-in method you used when creating the account. A Google sign-in and an email-password account may not be interchangeable even when they use the same visible email address.
If you believe someone else accessed your account, contact support promptly. Do not email a password or sign-in token. For account closure, use the Data Deletion page so the request reaches the privacy workflow.
Premium purchases and subscriptions
Restore a purchase
Sign in to the Kepnote account that should receive Premium, open the Premium screen, and choose “Restore purchases.” The device must also be signed into the Apple or Google store account that made the purchase. Restoring a purchase to another Kepnote account can transfer subscription access; it does not merge the accounts' cloud libraries.
Charged but Premium is still verifying
Do not purchase again. Keep the app online, use “Retry verification,” and allow a few minutes for the store and RevenueCat to synchronize. If it still fails, contact support with your Kepnote account email, app version, store platform, approximate purchase time, and the non-sensitive portion of any error message. Do not send a full receipt or payment details by email.
Manage, cancel, or request a refund
Use “Manage subscription” in Kepnote to open the Apple App Store or Google Play subscription settings. Signing out, uninstalling, or deleting your Kepnote account does not cancel store billing. Apple or Google controls cancellation and refund eligibility for purchases it processed.
Local library versus cloud services
Kepnote is local-first. Text and link captures can live only on your device. Account sign-in alone does not guarantee that every local item is backed up. Premium sync and managed cloud processing must be linked and active before they can protect or process cloud copies.
If app data is cleared, the app is uninstalled, or a device is lost before an item successfully syncs, Kepnote may not be able to recover that local-only content.
Exports and restores
A Kepnote export is a portable JSON archive and can include attachment data. It is not encrypted. Store it somewhere private, avoid sending it through ordinary email, and delete extra copies when you no longer need them.
Imports can restore supported library data, but they do not include account tokens, API keys, or cloud object credentials. Configure those separately after restoring.
Privacy, safety, and legal requests
For access, correction, deletion, or another privacy right, email privacy@kepnote.com. For an urgent safety or security concern, use support@kepnote.com and put “Urgent security concern” in the subject.
Read the Privacy Policy for details about local storage, optional online processing, providers, retention, and your choices.