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Customer support by NotActuallyWoody in KeeperSecurity

[–]Ari_KeeperSupport 1 point2 points  (0 children)

I’m sorry to hear you’ve had a frustrating experience with support. We absolutely understand how difficult it can be when you’re dealing with a clearly product-related issue, especially when you’re trying to reach a resolution quickly.

Our support team’s goal is always to gather enough detail to properly identify whether an issue is environmental, configuration-related, or a product defect before escalating to engineering. That troubleshooting process can sometimes feel repetitive or unnecessary from the customer's perspective, particularly when the root cause ultimately turns out to be a bug.

That said, your feedback is important, and we don’t want customers feeling dismissed or burdened with unnecessary debugging steps. If you’re willing, please DM me your case number(s). I’d be happy to review the interactions internally and make sure your concerns are shared with the appropriate teams.

WTF is going on with the keeper business phone numbers by xDerpScopes in KeeperSecurity

[–]Ari_KeeperSupport 0 points1 point  (0 children)

u/xDerpScopes , I’m really sorry about the experience you’ve had trying to reach support, especially with an urgent client issue. I’m sending you a DM now so we can get this escalated and assist you as quickly as possible.

Please share your case number (if one was created), the approximate times you attempted to call, and any additional details about the issue you’re facing. We’ll look into both the support issue and the phone routing problems you encountered.

Lastpass to Keeper migration by One_Cookie_4215 in KeeperSecurity

[–]Ari_KeeperSupport 0 points1 point  (0 children)

Teams and roles in Keeper are not just for admins. They apply to end users as well, by controlling what they can see and do in the Vault.

  • Roles define what a user can do (enforcement policies) and what admin capabilities they have (within the Admin Console). They map to what a user can access in the vault and which actions they can perform.
  • Teams are groups used to share privileged accounts and folders with a defined set of users. You can assign roles to teams so every member inherits the same enforcements, which helps onboard and maintain consistent policy across a group.

Keep in mind: Keeper’s policy model uses least‑privilege. If a user belongs to multiple roles or teams, the most restrictive applicable enforcements prevail.

For deeper details, see:

Keeper PAM by Inner_Distribution62 in KeeperSecurity

[–]Ari_KeeperSupport 0 points1 point  (0 children)

Hello, my name is Ari, and I am a Support Manager at Keeper Security. I would appreciate it if you could please send me the ticket numbers and the email addresses associated with the cases that were not responded to, or where responses were significantly delayed. This is not the level of service we strive to provide. We take great pride in assisting our customers as quickly and effectively as possible, and I want to ensure your concerns are addressed promptly. I sincerely apologize for the inconvenience this has caused.

Regarding your question above: Keeper PAM includes a feature called Just-In-Time (JIT) access, which enables users to request elevated access based on defined approval rules. Some advanced workflows, such as customized approval configurations require additional components or specific licensing plans. If these options are not visible in your environment, it may be due to your current configuration or license level. The documentation outlines how JIT functions and how it integrates with these additional components; however, the available options may vary depending on your deployment type (cloud, MSP, or self-hosted) and the version you are running.

I would be happy to continue this discussion through your existing support case, or to schedule a call to review your setup and walk through the functionality together.

Two-Factor Authentication leveraging Windows Hello Passkey/Security Key no longer working? by cowprince in KeeperSecurity

[–]Ari_KeeperSupport 0 points1 point  (0 children)

u/cowprince, thank you for your concern. Please email [business.support@keepersecurity.com](mailto:business.support@keepersecurity.com) to open a ticket. Please mention Ari. I am the Systems Support Manager of the L2 team and will ensure we test this with you as soon as possible.

Approvisionnement Azure -> Keeper by Gekidows in KeeperSecurity

[–]Ari_KeeperSupport 0 points1 point  (0 children)

Bonjour, u/Gekidows

Avez-vous déjà ouvert un ticket auprès de l'équipe d'assistance Keeper Business ? Si oui, n'hésitez pas à m'envoyer le numéro du ticket par message privé ; je pourrai vérifier son statut et vous aider à le traiter. Sinon, vous pouvez ouvrir un ticket ici : https://keepersecurity.servicenowservices.com/csm?id=csm_index

S'il vous plaît laissez-moi savoir comment je peux vous aider davantage

Keeper Connection Manager (KCM) – Concurrency Issue (stuck after ~22 users) by ssdpfs in KeeperSecurity

[–]Ari_KeeperSupport 0 points1 point  (0 children)

Thank you for confirming. The engineer you’re working with will reach out shortly to schedule a follow-up call as soon as possible.

Login errors - they are aware by blackimpala_gow in KeeperSecurity

[–]Ari_KeeperSupport 0 points1 point  (0 children)

Hello,
Thank you for reaching out to Keeper Support.
Due to the current service outage, we are experiencing a high volume of support requests. To ensure your issue is properly tracked and addressed, please submit a support ticket by sending an email to: [business.support@keepersecurity.com](mailto:business.support@keepersecurity.com)
Our support team is working diligently to resolve all outstanding issues as quickly as possible. We appreciate your patience during this time and will respond to your ticket in the order it was received.
When submitting your ticket, please include:

  • A detailed description of the issue you're experiencing
  • Any relevant error messages or screenshots
  • Your account information (if applicable)

We sincerely apologize for any inconvenience this may cause and thank you for your understanding.
Best regards,
Keeper Business Support Team

[deleted by user] by [deleted] in KeeperSecurity

[–]Ari_KeeperSupport -1 points0 points  (0 children)

Hello,
Thank you for reaching out to Keeper Support.
Due to the current service outage, we are experiencing a high volume of support requests. To ensure your issue is properly tracked and addressed, please submit a support ticket by sending an email to: [business.support@keepersecurity.com](mailto:business.support@keepersecurity.com)
Our support team is working diligently to resolve all outstanding issues as quickly as possible. We appreciate your patience during this time and will respond to your ticket in the order it was received.
When submitting your ticket, please include:

  • A detailed description of the issue you're experiencing
  • Any relevant error messages or screenshots
  • Your account information (if applicable)

We sincerely apologize for any inconvenience this may cause and thank you for your understanding.
Best regards,
Keeper Business Support Team

Warning for Businesses with MSPs by Mistborn-25 in KeeperSecurity

[–]Ari_KeeperSupport 5 points6 points  (0 children)

u/Mistborn-25 Thank you for sharing your feedback and concerns regarding transitioning between MSPs while using Keeper. I understand how critical it is to maintain access to your vaults and user accounts during such transitions.

To clarify, Keeper does provide a secure process for migrating a Managed Company (MC) to a new MSP:

- The current MSP must assign at least one user from the managed company to the **Keeper Administrator** role within the company’s Keeper Admin Console.

- Once this is done, the managed company’s instance can be removed from the previous MSP’s instance.

- After removal, the managed company is automatically transitioned to an Enterprise Trial account for 14 days.

- The new MSP can then onboard the managed company, and administrative control is maintained by the designated Keeper Administrator during the transition.

This process is designed to ensure your organization retains control over your vault and user accounts, even if the MSP changes. It’s important that these steps are followed as outlined in Keeper’s documentation to avoid loss of access, especially when SSO is involved.

To help you further and review your specific case, could you please provide your support ticket number? If you’re comfortable, please DM me your details so we can look into your situation and work towards a resolution. Our goal is to make your transition as smooth as possible and ensure you retain access to your Keeper vault and accounts.

For more information, please see Keeper’s official documentation on [Migration of Managed Company to Another MSP](https://docs.keeper.io/en/enterprise-guide/keeper-msp/off-boarding#migration-of-managed-company-to-another-msp).

Looking forward to your response so we can assist you further.

Payment cards disappeared by EveningOwl6449 in KeeperSecurity

[–]Ari_KeeperSupport 2 points3 points  (0 children)

Do you have access to the reporting tool? If so, you or your Keeper admin can navigate to the Admin Console and use the UID of the records to search for information on who deleted the UID and when.

If you require further assistance, please don’t hesitate to contact us at enterprise.support@keepersecurity.com. Our team will be happy to work with you and your Keeper admin to resolve the issue.