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Support.

Write to the address below and a person replies within two business days. For a quick question, use the automatic support on this page.

Write to support See the frequently asked questions

The address [email protected] is active and goes to a mailbox we read every business day. If your message bounces, write again with the same subject: nothing is discarded.

Talk now.

Automatic support answers right away what is written on this page and on each product page. Whatever it doesn't know goes to a person — with everything you've already said, no repeating.

No password, no remote access and we never ask for your data. The conversation is not saved on the site.

Four subjects, one address.

Start the message subject with the right label. That's how it lands in the right queue, without you repeating the story.

Subject · QUESTION

A question or problem with a product

Say which of the three, the version shown in the window and what happened. If it's an error, send the screenshot and the text that appeared.

Subject · FALSE POSITIVE

Antivirus flagged a legitimate file

Send the file (or the SHA-256 shown in the report) and where it came from. A reported false positive goes into review and, if confirmed, leaves the base.

Subject · BLOCK

Block blocked a site by mistake

Send the address and the reason. The review is human and takes 24 to 72 hours; if the site is legitimate, it is released for everyone, not just you.

Subject · SECURITY

You found a flaw

Describe the steps to reproduce it. Don't publish details before the fix is out. A security flaw takes priority over any other message.

[email protected] — write from any address; we reply to the same address the message came from.

Support response times.

If a deadline changes, this table changes with it.

Support response times
What you asked forDeadline
First replyUp to 2 business days, Monday to Friday.
False positiveAnalysis the same week. If confirmed, the fix goes into the next update of the base.
Site blocked by mistake (Block)24 to 72 hours, with human review. The release applies to all users.
Purchase withdrawalSeven calendar days from payment, with a full refund. The Freedom edition's block is not undone in this process.
Security flawAcknowledgement within 1 business day, with priority over other messages.

What to send along.

With this information, your case gets solved faster.

  • Which product and which version

    The version appears in the window footer and in the installer name. Example: KeepWards Antivirus 0.1.0.

  • System and what you did before

    Windows 10 or 11 (and the version, if you know it), what was running and the step where the problem appeared.

  • The error text

    Paste the message or the part of the report. The JSON report has everything we need to reproduce it.

  • The hash, when it's about a file

    The SHA-256 identifies the file without you having to send it. It appears on the file's line in the scan report.

  • An email account for the reply

    That's all. We don't ask for your full name, tax ID, phone number or address to answer a question.

Your email doesn't become a list. The message is used to reply and resolve the case. There is no newsletter, no campaign and no sharing with third parties. What is kept and for how long is in Privacy.

Write to support.

What to send along is right above.

[email protected] Terms of use

Instant reply on the site · a person within 2 business days · no sign-up