Keeper Password Manager 4+

Protect your digital life!

I have been using Password Keeper for a very long time, at least 15+ years. I first learned of it as an app on my Blackberry phone. Since then, I rely on it to keep my multiple passwords protected. I have at least 50 passwords stored, probably closer to 100. I have maintained multiple folders over the years - for my personal passwords, my work information, my daughter’s (until she graduated college and took over her own life), my elderly parents while I was their caregiver. I’ve never, ever had a problem and I access the app several times a week. I mostly access from my phone but keep it available on my iPad and laptop also. I highly recommend this app/software to organize and protect your digital life. And I haven’t even mentioned how ridiculously affordable it is! It has increased very little in cost over my many years of use. I intend to use it forever. In all my years, I’ve only needed to contact customer service twice. Both times they were efficient, friendly, and resolved my questions perfectly. Subscribe and never jot your passwords on a post-it-note again.

Needs to listen to customers and cut out the unethical design patterns

First, Keeper has some “interesting” marketing schemes. For example, if you want to unsubscribe from their spam email, you have to unsubscribe which takes you to a site where you have to then enter your email. Then they send you another email with directions to take you to another site to change your preferences. The fun part about that is that they take their time sending this email so that you forget to unsubscribe. Once you do get to the site to unsubscribe, of course all the options are unchecked when you get there so you have to opt out of each. This should probably be illegal.

Second, it’s clear what they care about most. On the home screen there’s a yellow box that is always animated and popping up at you. This is their “refer a friend feature.” A good user experience would not have this because that’s not why I have this app. The most important space on the page (the upper left hand corner) should not be dedicated to having me annoy my friends and family. I already paid for the service, I don’t want this annoying me the whole time. Take it away and put it in a menu. It’s already annoyingly in the side menu and in the “+” button area (which is insane).

Third, for some reason “identity and payments” are in another section of the app which doesn’t make a whole lot of sense. I’ll delete this review if these things get fixed.

Developer Response ,

We appreciate your feedback and will share it with our product team for further review.

Excellent

A year ago I would have said the customer support leaves much to be desired, but it has improved significantly in the interim. I do have to say, though, that there never was a problem of badly trained or unhelpful customer service people. Answers and problem solving were always delivered with clarity and confidence. The problem was more a matter of the interface, and there still is room for some technical fixes there. For instance, you may find yourself in a chat format but have trouble finding again it if you leave it for a second. Back and forth via email works fairly good, but delays inherent in that can be a little unnerving. I once waited for an email reply, only to chance upon the earlier chat screen, where the rep was replying to me! I generally prefer telephone support, it’s more reassuring I find, but I’m adjusting to this. And like I said, the reps are informed and competent.
The app itself has been a life-saver, and it functions well. Problems have cropped up once or twice after updates, but I am suspecting that’s due to apparently limitations of the Safari browser.