KeepDM Support Center

This usually happens with very large ZIP files on older phones with limited memory. Close other apps, keep the phone plugged into power, and leave KeepDM open while the import runs. If the error keeps happening, request a shorter Instagram export range and contact support.

The extraction phase can look frozen for several minutes on large files. That is normal because KeepDM is still unpacking the ZIP in the background. Wait 5 to 10 minutes before force-closing, and only restart if it is still stuck after 15 minutes.

Instagram only exports what exists at the time of the request. Deleted messages, deleted accounts, and some very old threads may not be present. Request an all-time export again if you think something important is missing.

You probably exported messages without media. Request Instagram again and make sure Media is selected along with Messages. After the new ZIP arrives, re-import it into KeepDM.

Instagram's export sometimes uses awkward encoding for special characters. KeepDM fixes most of those issues automatically, but rare edge cases can still happen. Email support with your device model and OS version if you still see broken text.

Pull down to refresh the home screen and check storage permissions. On Android, KeepDM needs storage access to keep the imported archive available between sessions. If needed, re-import your ZIP and the conversations should return.

Yes, import each account's ZIP separately. KeepDM keeps all conversations together and uses the participant names to help you tell them apart. That way you can review multiple archives in one place.

Yes, KeepDM can handle large archives, but they will take longer to extract and index. Leave the phone plugged in and do not switch apps during the import. On very large backups, 10 to 20 minutes is normal.

Make sure you downloaded the ZIP that Instagram emailed you and that you selected JSON format, not HTML. The ZIP should contain an inbox folder inside a messages folder. If the structure is different, request the export again from Instagram.

KeepDM deduplicates messages as it merges imports with your existing archive. If you still see duplicates, it usually means Instagram exported identical records more than once. That is mostly a display issue and does not usually mean data loss.

KeepDM includes a 7-day free trial with full access. After the trial, the pricing is $2.99 per year or $6.99 for lifetime access. Both plans unlock the complete app experience. KeepDM shows no ads.

Open KeepDM and tap Start Free Trial on the paywall screen. The trial begins immediately and does not require a credit card to start. You only pay if you choose to continue after the trial ends.

After 7 days, KeepDM will show the paywall when you open the app. Your imported data stays on your device, so nothing is deleted. Choose the yearly or lifetime plan to regain access.

On iPhone, cancel in Settings, then your name, then Subscriptions. On Android, cancel in Google Play under Payments and subscriptions, then Subscriptions. You cannot cancel inside KeepDM itself.

Open KeepDM on the new device and tap Restore Purchases on the paywall. The app checks your Apple ID or Google account and restores the entitlement automatically. Make sure you are signed into the same store account used for the original purchase.

Refund requests must go through Apple or Google directly. On iPhone use reportaproblem.apple.com, and on Android use Google Play order history. KeepDM does not process payments itself.

Contact Apple or Google and request a refund for the recent charge. Their policies determine whether the refund is approved. KeepDM cannot reverse the store transaction directly.

No, app store purchases are tied to the platform where you bought them. An iOS purchase restores on iOS, and an Android purchase restores on Android. That is a store limitation, not a KeepDM restriction.

Your subscription renewal price stays tied to the price you accepted when you subscribed. If you cancel and later resubscribe, the new price may be different. The current subscription keeps its own renewal terms until you change it.

No. KeepDM is an offline-first app, stores imported data locally, and does not have a backend copy of your archive. The developer has no direct access to the contents of your imported messages.

Yes, because KeepDM does not ask for your Instagram login and does not upload the ZIP to a server. The export is processed on your device, which keeps the data flow simple and private. Use only official Instagram exports and protect your phone with a passcode.

KeepDM encrypts imported data with AES before writing it to local storage. That means the archive is not readable as plain text if someone browses the app files. Biometric lock adds a second layer of privacy on top of that.

Deleting KeepDM removes the local app data from the device. Since there is no cloud backup inside KeepDM, the archive disappears with the app unless you kept the original Instagram ZIP. Re-importing the ZIP later will restore the content.

KeepDM does not use analytics SDKs, advertising trackers, or usage profiling for your conversations. The app is built to keep the archive private and local. Any store-level purchase processing is separate from message storage.

Yes, biometric lock is optional and can be turned on or off in settings. On supported devices, you can use Face ID, Touch ID, or fingerprint unlock. If your phone does not support biometrics, the option will simply not appear.