Customer care

PhotoKeeper Support and Lifecycle Policy

Effective date: 2026-08-27

Support is provided asynchronously by the independent publisher of PhotoKeeper. It is not a 24/7, emergency, on-call, or continuously monitored service.

1. Supported release

The initial public release formally supports Windows 11 x64 versions that remain in Microsoft support. Windows 10, 32-bit Windows, Windows on ARM, virtual machines, modified operating systems, network storage, macOS, and Linux are outside formal support unless a later statement adds them.

2. Support scope

  • installation, activation, License restoration, and Family seat binding;
  • PhotoKeeper authentication-flow errors after you enter your own Apple credentials;
  • thumbnail synchronization, original downloads, backup scheduling, and verification;
  • supported viewer formats and recovery from interrupted PhotoKeeper tasks; and
  • privacy requests and review of a redacted diagnostic export.

Support does not provide Apple account recovery, Apple or Paddle billing support, legal or tax advice, disk data recovery, repair of unrelated tools, or a guarantee that Apple will restore deleted cloud content.

3. Contacting support

Email zhang.xun.fp@gmail.com with the PhotoKeeper version, Windows version, safe error code, affected feature, and reproduction steps that do not reveal photo names. Attach a redacted diagnostic export only when requested or when you choose to.

Never send your Apple password, MFA code, cookies, raw iCloud DSID, recovery code, entitlement, private key, full Apple Account email, or unredacted photo library. PhotoKeeper support will not ask you to disable security or install an unsigned remote-control tool.

4. Hours and response targets

Normal support hours are Monday through Friday, 09:00–18:00 China Standard Time (UTC+8), excluding public holidays in China. Non-binding first-response targets are:

  • purchase fulfillment or activation unavailable: two business days;
  • repeatable backup blockage or data-integrity concern: three business days;
  • viewer, performance, usability, or general questions: five business days; and
  • credible security report acknowledgement: three business days.

These are goals for a first human response, not guaranteed resolution times. Illness, holidays, provider incidents, incomplete information, and third-party response times may extend them.

5. Product lifecycle

Each one-time License includes stable-channel updates made available for its licensed major version during the published support lifecycle. It does not promise perpetual development, online infrastructure, compatibility, or entitlement to a future paid major version.

Where reasonably practicable, PhotoKeeper will provide at least 12 months' public notice before ending normal support for a paid major version. Shorter notice may be necessary because of law, an urgent security risk, Apple service changes, provider shutdown, or circumstances outside the developer's reasonable control. Local backup files are not remotely deleted when support ends.

6. Safe backup practice

PhotoKeeper should be one part of a backup strategy. Keep another copy on separate storage, review verification results, periodically open restored samples, and monitor free disk space. Hardware failure, malware, account loss, and third-party service changes remain possible.

7. Contact

PhotoKeeper · China
Technical, privacy, and security contact: zhang.xun.fp@gmail.com