💬 Support Center

How do I create an account?

Download the Keepop app from the App Store or Google Play Store. Open the app and tap "Sign Up" to create your account using your email address. You'll receive a verification email to activate your account.

Is Keepop free to use?

Yes! Keepop offers a Free Plan with the following:

• Track up to 3 groups
• 1 bias per group
• Access to the Albums tab and Album Photocards
• Basic statuses: Have / Don't have
• General collection statistics
• Submit new items and earn contribution points

For unlimited groups, all tabs, all photocard types, templates, and advanced statuses, upgrade to Premium!

What devices are supported?

Keepop is available for iOS (iPhone and iPad) and Android devices. The app requires iOS 14.0 or later, or Android 8.0 or later.

What's included in Premium?

Premium subscribers get access to:

• Unlimited groups (Free: 3 max)
• Unlimited biases (Free: 1 per group)
• All tabs: Others, All Photocards, Inclusions (Free: Albums only)
• All photocard types: Standard, Benefit, POB, Event, Broadcast, Lucky Draw, etc. (Free: Album photocards only)
• All statuses: Have, Wishlist, Transit, Trade, GO (Free: Have / Don't have only)
• 6 premium template types with 8 color themes to share your collection
• Complete statistics: Global, by group, and by bias (Free: General stats only)
• Priority customer support
• Future updates and features

How much does Premium cost?

We offer two Premium plans:

• Monthly: €1.99/month with a 1-month free trial
• Annual: €14.99/year (save 37% compared to monthly!) - No free trial

Both plans auto-renew. You can cancel anytime before the next billing cycle.

How do I cancel my subscription?

You can cancel your subscription anytime through your Apple App Store or Google Play Store account settings:

• iOS: Settings → [Your Name] → Subscriptions → Keepop → Cancel Subscription
• Android: Google Play Store → Menu → Subscriptions → Keepop → Cancel

Your subscription will remain active until the end of the current billing period.

Can I get a refund?

Refunds are handled by Apple and Google according to their policies. Contact Apple Support or Google Play Support to request a refund. Generally, refunds are available within 48 hours of purchase.

How do I add albums to my collection?

Browse the available albums in the app by searching for your favorite groups. When you find an album you own, simply tap on it to add it to your collection. You can then mark which versions you have and which photocards you've collected from that album.

What are statuses and how do I use them?

Statuses let you organize your photocards beyond just "have" or "don't have". Premium users have access to 5 statuses:

• Have — you own it
• Wishlist — you want it
• Transit — it's on its way to you
• Trade — you're willing to trade it
• GO — you're in a group order for it

Tap on any photocard and select the status you want. Statuses are visible in your collection and can be used to filter and generate templates.

Can I track special photocards?

Yes! Special photocards (POB, Broadcast, Event, Lucky Draw, etc.) are available with the Premium plan. You can also track benefits, inclusions, and other items.

How do I add my bias?

Go to a group's detail page and tap on a member's profile. You can mark them as your "Bias" or "Bias Wrecker". You can have multiple biases across different groups! Your bias is shown in the group header and used for personalized stats.

How do I backup my collection?

Your collection is automatically backed up to the cloud (Firebase). As long as you're signed in, your data is safe and synced across all your devices. No manual backup needed!

What are templates?

Templates turn your collection, wishlist, or trade list into beautiful shareable images. They're perfect for posting on Twitter, Instagram, TikTok, or any platform where you want to show your collection. Every template includes your @username and "Made with Keepop".

What template types are available?

There are 6 premium template types:

• All Albums — all your albums for a group
• PCs by Release — all photocards for a release, organized by member and set
• PCs for a Release — photocards for a specific member and release
• All PCs by Member — every photocard for one member across all releases
• Inclusions — your inclusions for a release
• Trade & WTS — build a trade or "want to sell" list to share

Can I customize templates?

Yes! You can choose from 8 color themes (Pink, Lavender, Sky, Mint, Peach, Night, Cream, Mono), filter by status (show only your wishlist, for example), toggle status icons on or off, and choose which photocard types to include. Templates automatically paginate when your collection is large.

How do I save a template?

Once your template is generated, tap "Save" to download it to your photo gallery. If the template has multiple pages, you can save them all at once with "Save All". The app will ask for photo gallery permission the first time.

Can I add groups, albums, or photocards to the database?

Yes! Keepop's catalog is built by the community. You can submit new items directly from the app:

• Go to Tools → Add Items
• Choose what you want to add: group, release, version, photocard, or inclusion
• Fill in the details and upload an image
• Your submission goes through a community review (other users vote)
• Once approved, it goes live for everyone!

You earn contribution points for every approved submission.

What image formats should I use for submissions?

For the best results, prepare your images with these specs:

• Group logos, fandom logos, member photos: 1:1 square ratio (recommended 1000 x 1000 px), PNG with transparent background preferred for logos
• Album covers, version covers, photocards, inclusions: 2:3 portrait ratio (recommended 1000 x 1500 px), JPG or PNG

The app lets you crop images when submitting, but clean, well-cropped images are approved faster.

My favorite group or album is missing

You can add it yourself! Go to Tools → Add Items in the app and submit the missing group, release, or photocard. The community will review your submission, and once approved, it'll be available for everyone. You'll earn contribution points for every approved addition!

How do I update my profile?

Go to Settings → Profile to update your personal information including your @username (displayed on templates) and social media links.

How do I change my email or password?

Go to Settings → Account → Update Email or Change Password. You'll need to verify your current password before making changes.

How do I delete my account?

To delete your account and all associated data, go to Settings → Account → Delete Account. Please note that this action is permanent and cannot be undone. Alternatively, you can email us at hello@keepop.io to request account deletion.

Is my data secure?

Yes! We take data security seriously. Your data is encrypted in transit and at rest. We comply with GDPR and other data protection regulations. For more details, see our Privacy Policy.

Do you share my data with third parties?

No, we do not sell or share your personal data with third parties for marketing purposes. We only use trusted services like Firebase for app functionality and analytics. See our Privacy Policy for full details.

The app is crashing or not loading

Try these steps:

1. Make sure you have the latest version of Keepop installed
2. Restart your device
3. Check your internet connection
4. Clear the app cache (Settings → Storage → Clear Cache)
5. Uninstall and reinstall the app (your data will be restored when you sign in)

If the problem persists, contact us at hello@keepop.io with details about your device and the issue.

I can't log in to my account

If you're having trouble logging in:

• Double-check your email and password
• Use the "Forgot Password" option to reset your password
• Make sure your email is verified (check your inbox for a verification email)
• Contact us at hello@keepop.io if you still can't access your account

My collection isn't syncing

Make sure you're connected to the internet and signed in to your account. If the issue persists, try signing out and back in. Your data should sync automatically once reconnected.

A template is showing wrong photocards

Make sure your status filters are set correctly. If you're filtering by "Wishlist" only, the template will only show items with that status. Reset filters to "All" to see everything. If the issue persists, try refreshing the page or restarting the app.