PhotoKeeper · Support & Lifecycle
Effective date:
Support is provided asynchronously by one developer operating as PhotoKeeper in China. It is not a 24/7 or emergency service. Contact support for product, license, privacy and security questions.
1. Supported systems and scope
Formal support covers Windows 11 x64 versions still supported by Microsoft. Windows 10, 32-bit or ARM Windows, virtual machines, modified systems, network storage, macOS and Linux are outside formal support unless separately announced. Support covers installation, activation, account binding, authentication errors, browsing, downloads, backups, supported uploads and migration, and task recovery.
2. Contacting us safely
Send the app and Windows versions, error code, affected feature and reproduction steps. Include a redacted diagnostic report only if you choose. Never send your Apple password, verification codes, cookies, raw iCloud DSID, recovery codes, private keys or private photo library. We do not ask you to disable security or install unsigned remote-control software. Apple account recovery, billing handled by Paddle, disk recovery, unrelated software and legal or tax advice are outside our scope.
3. Hours and response targets
Support hours are Monday–Friday, 09:00–18:00 China Standard Time (UTC+8), excluding Chinese public holidays. First-response targets are 2 business days for purchase or activation issues, 3 for repeatable backup blockage or data-integrity concerns, 5 for general questions, and 3 to acknowledge credible security reports. These are targets, not guaranteed resolution times; incidents, holidays and third-party delays can extend them.
4. Updates and backup responsibility
One-time licenses include stable updates made available for the licensed major version during its support lifecycle, without a promise of perpetual development, infrastructure, compatibility or future paid major versions. Where reasonably practicable, we give at least 12 months' notice before ending normal support; legal, urgent security or third-party circumstances may require shorter notice. Local backups are not remotely deleted. Keep an additional independent copy, check backup results and free space, and periodically open restored samples.
Contact
PhotoKeeper · China
[email protected]