Support

Folder access, previews, recovery and a useful way to report a problem.

Contact support

Support contact coming soon.

The support address and response expectations will be added before release. There is no active submission form on this page.

For now, the getting-started guide and the answers below cover the documented workflow.

Things to check

A folder is missing or will not open

Check that the folder is available in Finder and that an external drive is connected. Select the imported folder and choose File → Reauthorize Imported Folder… when offered, then select the original folder in the picker. If access is still unavailable, record the exact message for support.

A photo or video will not preview

Check the file format and whether the file opens in a suitable viewer on your Mac. Preview and playback depend on the format and macOS; a listed RAW extension does not guarantee every camera variant will decode. Include the format and camera model in your report.

A Live Photo appears as a still

Check that the local export contains both the image and its paired video. An image alone is not a complete Live Photo. If both are present, note how they were exported and their file extensions when reporting the issue.

A video is not in a Similar group

Standalone videos can be browsed, but do not participate in Similar groups.

I removed a folder from KeepDrop

Removing a folder from KeepDrop does not delete the files inside it. Locate the folder in Finder and open it in KeepDrop again.

I want to recover a trashed photo

Use Edit → Undo Move to Trash when available in the same App session. After quitting, look in the Mac’s Trash and restore the files where possible. For a Live Photo, check both its image and video. See the full recovery guide.

The App will not launch

Use the official DMG for Apple silicon and macOS 26 or later. Drag KeepDrop into Applications, then launch it there. For updates, quit the old version before replacing it. If launch fails, record the exact macOS message and App version.

Prepare a useful report

Copy this template into your message once the support channel is available. A short description is usually enough to begin.

Subject: KeepDrop — [short issue description]
App version / build:
macOS version:
Mac model / chip:
What I was trying to do:
Steps to reproduce:
What I expected:
What happened / exact error message:
File format and storage type (if relevant):
Does this happen every time?

Download report template (.txt)

Crop or redact personal names, paths and unrelated photos from any screenshot. Do not include a photo original unless you decide it is necessary and are comfortable sharing it.

Compatibility

The current release target is Apple silicon with macOS 26 or later. Intel is not currently offered. Supported extensions include JPEG, PNG, HEIC/HEIF, GIF, TIFF; MOV, MP4, M4V; and RAW formats such as DNG, ARW, CR2/CR3, NEF and RAF. Decoder compatibility varies.

See known limits and the draft privacy notice.