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.

Active subscriptions stop auto-renewing on our side; for refunds, contact Apple at reportaproblem.apple.com.

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 cancel my Pro subscription?

On iPhone: Settings → tap your Apple ID at the top → Subscriptions → find "Keke Pro" → Cancel Subscription. For refunds of past charges, contact Apple at reportaproblem.apple.com.

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.