Something went wrong with a session, a photo, or a charge? Here is how to reach a real person on the Keepsake team, and answers to the questions we hear most.
Use the Get help screen inside the app. It opens a support ticket that is attached to your account and, if you start it from a booking, to that booking as well. That context means we can usually sort things out without a round of back and forth questions.
You will see our reply in the same screen, and we will send you a notification when it arrives.
Prefer email? Write to support@beametechnologies.com from the address on your account. Include the date of the session and roughly what time it was, so we can find it.
Keepsake is run by a small team, so we will be straight with you: we do not promise a guaranteed response time, and we would rather say that than post a number we cannot always hit. In practice most tickets get a first reply within one business day. Safety reports and anything involving a session happening right now go to the front of the queue ahead of everything else.
If you are in immediate danger, call 911 first. Report it to us afterwards. We are not an emergency service and we cannot dispatch help.
To report a photographer or a customer for harassment, unsafe behaviour, or anything that made you uncomfortable, open the booking in the app and use Report, or write to us from Get help. You can also email support@beametechnologies.com and put the word SAFETY in the subject line.
Tell us what happened, when, and where. We review every report. We can suspend or permanently remove an account, and we keep the record of a report even if the person who filed it later deletes their own account, because it is a record about someone else's conduct.
You never have to complete a session that feels wrong. End it, get to somewhere you feel safe, and tell us.
You pick a package, set the spot you want to be photographed at, and confirm. Keepsake then looks for an available photographer nearby. When one accepts, you will see who is coming and be able to message them in the app. Sessions run from about 5 minutes up to an hour, and most packages fall between roughly $15 and $75.
Then nothing happens to you. If we cannot find anyone, the request expires, you are not charged, and you are free to try again later or at a different time. Photographer availability changes with the time of day and the area you are in, so a request that finds nobody at one moment often works at another.
To cancel, open the booking and tap cancel. If a photographer never turned up or something clearly went wrong on our side, contact us. We do not think you should pay a fee for that.
Photos are taken in the Keepsake app and delivered straight to your private keepsake inside the app. They are yours. The photographer's access ends when the session ends, and photographers never receive or keep copies of your photos. There is no shared gallery, and nothing is posted publicly.
Open the Keepsakes! section of the app, pick the session, and save the photos you want to your phone. You can save them one at a time or grab the whole set. Once they are on your phone they behave like any other photo: you can share them wherever you like.
Tell us. Use Get help in the app, choose the booking, and describe what was wrong: the photos, the photographer's conduct, the length of the session, anything. We read these carefully. Depending on what happened we may issue a refund, a partial refund, or a credit, and we act on the pattern when the same complaint keeps coming back about the same person.
Keepsake takes card payments only. Your card is authorized when you book, which places a hold, and captured when your photos are delivered. If the session never happens, the hold is released and you are not charged. Depending on your bank, a released hold can take a few business days to disappear from your statement.
Contact us and explain what went wrong. Approved refunds go back to the card you paid with. Your bank controls how long that takes to show up, typically a few business days. Cancellation fees and completed sessions are treated case by case rather than by a rigid rule, because circumstances differ.
No. Tips are entirely optional, and 100% of any tip goes to the photographer. Keepsake takes nothing from it.
Pro Camera is a future tier where the session is shot on the photographer's own professional camera instead of in the app. It is not available to book yet. You may see it mentioned in the app or in our Terms of Service; that is us documenting it ahead of launch. Nothing you book today is a Pro Camera session.
You can do it yourself in the app, immediately, without contacting us. See Delete your account for the steps and for exactly what is removed and what we are required to keep.
Our Privacy Policy covers what we collect and how long we keep it. Our Terms of Service covers bookings, payments, cancellations, and photo rights.
Write to us at support@beametechnologies.com or from the Get help screen in the app. If your question is not answered above, it is worth asking, and it probably means we should add it to this page.