Support
Answers to common questions about Keepsake Pass, and how to reach us.
How do I add a pass to Apple Wallet?
Open the pass, tap “Add to Apple Wallet”, then tap “Add” on the preview. The pass then appears in the Wallet app.
Why isn’t my pass showing on the Lock Screen?
Your iPhone decides when to suggest a pass from the venue’s location stored in it. A place typed as text has no location, so edit the pass and pick the venue on the map. The pass is then suggested on the day when you’re near the venue.
How do companions’ copies stay up to date?
A copy sent with “Send to Companions” can be added to Wallet without the app. If you later change the date, time or place, their Wallet updates automatically. Updates work until 30 days after the day; after that the copy used for updates is deleted from our server. Events more than 30 days past can’t be sent. Seats and memos are never included.
What happens if I delete a pass?
It’s removed from this iPhone and from your iCloud. If you sent it to companions, the copy on our server and their update registrations are deleted too, and their pass stops updating. A pass already in Wallet can be removed from the Wallet app.
Where is my data stored?
Passes and photos are stored on your iPhone and synced through your own iCloud (a private database). We can’t see them. Sign in to iCloud with the same Apple Account and they sync to a new iPhone too. There’s no account, no ads and no analytics.
Are ticket images sent anywhere when they’re read?
No. Reading text from e-tickets and setlists, and reading a photo’s date and location, all happen on your iPhone.
Can I use a pass to get in?
No. Passes made with Keepsake Pass are personal keepsakes. Please use your official ticket for entry.
Restore Purchase
While signed in with the Apple Account you bought Pro with, open Settings in the app and tap “Restore Purchase”. There’s no extra charge.
Contact
Send us an email about bugs or ideas. We usually reply within a few days.