KeepwellHow can we help?
Most answers are below. If yours isn't, email us and a person will reply.
Email support
To help us help you quickly, include the app's version (Help and about > About), your Windows version, and what you saw. A screenshot helps a lot. Never send us your password: we'll never ask for it.
Common questions
A drive shows High risk. What should I do?
First make sure everything important on it is copied somewhere else: File protection's copy, or Rescue data to copy files off the drive. Until then, avoid heavy use of the drive, and don't run repair tools such as chkdsk /r, which strain a failing drive. Then run Test this drive and plan to replace it.
I lost my license key.
If you created an account, you don't need the key again: sign in with your email and password in the setup or in Account and alerts. If you never created one, email us from the address you bought with.
I forgot my password.
On the sign-in page, choose Forgot your password?. We email you a code to choose a new one.
How do I move my license to a new computer?
On the old computer, open Help and about > License and choose Remove the license from this computer. Then install the app on the new one and sign in with your account, or enter your key.
My free trial ended. Have I lost anything?
No. Your settings, drive history and the copies of your files are all kept. Buy a license and enter its key (Help and about > License), and the app carries on where it left off.
Windows said "Windows protected your PC" when I ran the setup.
Windows shows this for new programs that few people have downloaded yet. Click More info, then Run anyway.
Some health details are missing.
Choose Allow full access on the overview: some details, such as SATA drive data and error counters, need administrator rights. Drives connected through USB adapters or card readers often report little health data at all.
Alert emails aren't arriving.
Look in your spam or junk folder first. Then open Account and alerts to check where alerts go, and send yourself a test email from the last page. Each computer sends at most 24 alert emails a day.
My computer has no internet connection.
Email us your license key and the computer's ID (shown in Help and about > License). We'll send you a license file to import there.
How do I uninstall it?
Open Settings > Apps, find Keepwell and choose Uninstall. It asks whether to keep your settings and history, and never removes the copies of your files.