Help & Support

Q: How do I delete my account and what happens to my data?

Profile → Settings → Account Security → Delete Account. Deletion begins immediately after the request is submitted and includes your profile, climbing records, beta videos, cloud-stored cover images and video files, clip invites, and favorited gyms. Deletion is irreversible — please export any videos you want to keep beforehand.

Deleting your Keke account does not automatically cancel an iOS Apple subscription; cancel auto-renewal in Apple subscription settings first. Android direct-payment membership does not auto-renew. For charges already made, request an iOS refund from Apple, or contact this page's email address about an Android direct-payment order.

Q: How do I recover my climbing history on a new phone?

Sign in on the new device with the same phone number (or Apple ID). Climbing records, beta videos, and friendships sync automatically from the cloud. Local camera-roll videos are re-matched via a signature (capture time + duration); successful matches play the original quality, otherwise the app falls back to the cloud copy.

Q: How do I manage or stop renewing Pro?

For an iOS App Store subscription, open iPhone Settings → Apple ID → Subscriptions → Keke Pro to cancel auto-renewal. Request refunds for iOS charges from Apple. Android direct-payment membership is prepaid and does not auto-renew; contact this page's email address about order issues.

Cancelling does not delete your data. Full subscription terms are in the Terms of Service, Section 11 "Paid Subscription Service".

Q: When does my video get uploaded, and why is it still pending?

Keke has two upload paths:

• Auto Upload (controlled by Profile → Settings → "Auto Upload Videos"): silently uploads pending videos only while charging AND on Wi-Fi, without interrupting your usage.
• Manual Upload (triggered from Media Manager or the Routes page): charging is not required. Whether it uses Wi-Fi only depends on Settings → "Allow Cellular Upload".

If auto-upload is on but nothing has uploaded, open the Routes tab → tap the Media Manager icon in the top-left to see cloud usage, current upload task status, and failure reasons. If your cloud quota is full, upgrade to Pro or remove already-uploaded older videos. To upload now, trigger manually — compressed videos are usually only a few MB and upload fine over cellular.

Q: How do I report a bug or request a feature?

Email kekeclimbing@gmail.com. We read every email, and feature requests enter our product backlog.