New or lost phone? Get back into Keeplas
Your vault comes back with your Apple or Google account, and a WhatsApp code confirms it's you. Here is what to do in every case, from a simple phone change to losing everything at once.
Your vault follows your Apple or Google account
The key of your vault is backed up, encrypted, with your iCloud or Google account. It's on by default.
A WhatsApp code confirms it's you
Restoring the backup also needs a code sent to your number, so your Apple or Google account alone is not enough.
Keeplas can't open your vault
It's encrypted on your phone. Our team can check who you are, never open your vault.
New phone, same number
Step 1
Sign in on the new phone
Install Keeplas, tap I already have an account, enter your number and tap Verify with WhatsApp.
Step 2
Enter the WhatsApp code
Type the 6-digit code you get on WhatsApp and tap Confirm number. It proves the number is yours, which your backup asks for before it opens.
Step 3
Restore from iCloud or Google
Keeplas finds your backup: tap Restore my vault. Your vault opens and is kept behind the new phone's Face ID, fingerprint or passcode. Keep your old phone at hand until then.
Step 4
Remove the old phone
In Settings › Devices, tap the old phone, then Remove, so its session ends. If you lost it, do it as soon as you're back in.
Something else happened?
I lost my phone
Nobody can open your vault on it: it's locked by Face ID, fingerprint or the phone passcode. Follow the steps above on a new phone, then remove the lost one in Settings › Devices.
I lost my number
On the sign-in screen, tap Lost your number?. With your 24 words, you change it right away. Without them, our team checks your request and nothing changes for 72 hours.
I'm moving between Android and iPhone
A Google backup doesn't reach iCloud, and the other way round. Keep the old phone and approve the new one from it (Another signed-in device), or use your 24 words or your trusted contacts.
I lost my authenticator app
On the code screen, tap Lost your authenticator app? and open your vault with your backup or your 24 words. The authenticator code is turned off; set up a new one later.
I have no backup and no 24 words
Ask your trusted contacts. Two of them approve, then Keeplas waits 72 hours before your vault opens on the new phone.
Someone else is trying
You get an alert on your devices, by email and on WhatsApp. Open Keeplas and tap It wasn't me to cancel. Nothing is released while the 72 hours run.
Why some ways take 72 hours
The cloud backup with a WhatsApp code, your 24 words or your old phone prove it's you, so they work at once. Trusted contacts and a lost number without your 24 words don't, so Keeplas waits 72 hours: long enough to notice a request you didn't make, through a weekend or a busy day, and cancel it.
FAQs
Questions about a new or lost phone
Do I need my 24 words to change phone?
No. With the cloud backup on (the default), your number and a WhatsApp code are enough. The 24 words are an optional kit you can create in Settings › Privacy and security.
What does the cloud backup store?
Keeplas stores an encrypted copy of your vault key. What opens it stays in your iCloud Keychain or Google account. Neither Keeplas nor Apple or Google can open your vault alone.
Can someone with my Apple or Google account open my vault?
Not alone: restoring also needs a WhatsApp code sent to your number. Protect your Apple or Google account with a strong password and two-factor authentication, as it also protects your Keeplas backup.
Can someone with my SIM card open my vault?
No. A WhatsApp code opens a session, not your vault: it still needs your backup key from your Apple or Google account, your 24 words or two of your trusted contacts.
What can support do for me?
Check who you are when you lost your number, so your account can move to a new one after 72 hours. Support never sees what's in your vault and can't open it or shorten a wait.
What if I have nothing left: no phone, no backup, no words, no contacts?
Then nobody can open your vault, not even Keeplas. That's the price of a vault only you can read. Turning on the backup and adding two trusted contacts takes a minute.
Still stuck?
Write to our team from the app (Settings › Help › Contact support) or from our support page. Never send us your 24 words or your codes.
Contact support