Get KeyUp

Get help: report a problem, send logs, contact us

Tell us what went wrong from inside KeyUp, send logs if you choose, or write to support, safety or legal.

You choose whether to include logs. Before you send, the screen lists what goes: KeyUp’s own log of the last 2 days and a short trail of the last 2 minutes of steps (screens opened, talk start and stop, connection changes and playback counts). Logs never include audio, names, messages, transcripts, passwords or sign-in keys. Problem reports and their logs are kept for 90 days.

Report a problem or suggest a feature

Phone

  1. You › Help › Report a problem or You › Help › Advanced › Suggest a feature.
  2. Help Center opens these pages.
You › Account and plan: Email, sign-in (Password only), Change password, My plan (Crew 15), Reminders, Download my data and Advanced.
Account and plan.

Watch

Settings › You › Help › Report a problem. It sends the watch’s own log.

Web app and iPhone

You › Account › Help Center. To report a problem from a browser, use the feedback page or email [email protected].

Send logs to support

KeyUp keeps a small log on your phone and watch: connections, when talks started and stopped, and errors. It ends with a short trail of the last 2 minutes of steps, with playback counts. Nothing is sent until you tap a button to send it. We keep problem reports and their logs for 90 days.

Phone

  1. You › Help › Advanced › Send logs. Leave Include my watch’s logs on to add your paired watch’s log (the watch needs to be connected).
  2. Tap Send logs. The logs go straight to KeyUp as a problem report, and the button says Sent to KeyUp. If your watch did not answer, it says so and only this phone’s log is sent.
  3. Rather use email? Tap Send by email instead, pick your email app and send it to [email protected] with a line about what happened. That way you can read the logs first.
  4. On KeyUp 116 and older, Send logs only opens your email app.
You › Account and plan: Email, sign-in (Password only), Change password, My plan (Crew 15), Reminders, Download my data and Advanced.
Account and plan.

Watch

Settings › You › Help › Report a problem sends the watch’s log.

iPhone

  1. In the iPhone app (in private testing), You › Help › Advanced › Send logs. It says what is in them, then opens the share sheet with the log file, keyup-iphone-log.txt.
  2. Pick Mail or another app and send it to [email protected]. Write what you saw after What happened (optional):. Nothing leaves your iPhone until you send it.
  3. The iPhone’s log covers the time since KeyUp last opened, and there is no watch log yet.

Contact KeyUp

Picking the right address gets your message to the right person sooner.

  1. Help, questions, account or privacy requests: [email protected].
  2. Report a person or abuse: [email protected]. In the app, Report includes the evidence, which email can’t.
  3. Safety (threats, self-harm, a child’s safety): [email protected]. If someone is in danger, call your local emergency number first.
  4. Legal and law enforcement requests: [email protected].

Share or rate KeyUp

A rating or a share helps other crews and families find KeyUp. Both are optional.

Phone

  1. You › Share KeyUp opens your phone’s share menu with a short note and the Google Play link. Pick a messaging app.
  2. You › Rate KeyUp opens KeyUp’s page in Google Play, where you can leave stars and a review.
  3. Both are also at the bottom of You › Help.
You › Account and plan: Email, sign-in (Password only), Change password, My plan (Crew 15), Reminders, Download my data and Advanced.
Account and plan.

Still stuck? Email [email protected]. Tell us your phone and watch model and what you tried.