💬 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 that includes essential features for tracking your albums, album versions, and standard photocards. For advanced features like merchandise tracking, special photocards, and detailed statistics, you can 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:

• ALL photocard types (special, event, broadcast, POB, etc.)
• Merchandise collection tracking
• Special inclusions tracking
• Advanced statistics and insights
• Priority customer support
• Early access to new 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!)

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.

Can I track special photocards?

Yes! Special photocards (POB, broadcast, event, lucky draw, etc.) are available in the Premium plan. Upgrade to Premium to unlock this feature.

How do I add my bias?

Go to the Groups tab, select your favorite group, 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!

Can I track merchandise?

Yes! Premium users can track K-pop merchandise available in the app, including light sticks, posters, and other official items. Browse the merchandise catalog and mark what you own in your collection.

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.

How do I update my profile?

Go to Settings → Profile to update your personal information. You can add your social media links and customize your profile. Profile pictures will be available soon!

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)

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.

Can I suggest a new feature?

Absolutely! We love hearing from our users. Send your feature requests to hello@keepop.io. We review all suggestions and prioritize the most requested features.

Can I add my own albums or photocards to the database?

Currently, only our development team can add albums, photocards, and merchandise to the database to ensure accuracy and consistency. However, you can request additions by emailing us at hello@keepop.io with the details, and we'll add them for everyone to use!

My favorite group/album is missing

Our database is constantly being updated by our team. If a group or album is missing, please email us at hello@keepop.io with the group name and album details, and we'll add it to the database as soon as possible!

Will there be more features in the future?

Yes! We're actively developing new features based on user feedback. Stay tuned for updates including:

• Advanced collection statistics and charts
• Trading and wishlist features
• Social features to connect with other collectors
• And much more!