Good support starts with the task state
Most questions are answered by what the side panel already shows: the scan state, each post’s status and its reason. Here’s what they mean and what to do next.
The Download button doesn’t appear
Reload the TikTok tab after installing or updating KeepTik — Chrome only adds the button to pages loaded afterwards. In the For You feed, the button appears for the post on screen; if a photo post has no button there, open it on its own page.
You can always use the side panel instead: click the KeepTik icon on the video’s tab and press Download.
A list can’t be read or the scan stops
“Couldn’t read this list” usually means the list is private or TikTok wants you to sign in. Liked and Favorites are only readable when TikTok shows them to your signed-in account.
If TikTok rate-limits the session, KeepTik waits out the cooldown and continues. If it asks for a verification, complete it in the TikTok tab, then resume. A scan that stopped early is marked “Scan incomplete”, and you can continue scanning.
KeepTik needs the folder again
Chrome can forget folder access after a restart or when the panel was closed. KeepTik pauses with “KeepTik needs the folder again”; click Resume or Retry and confirm the folder once.
Chrome may refuse the Downloads folder itself because it contains system files. Pick or create a subfolder instead, such as Downloads/KeepTik.
A post failed or is partly saved
Check the post’s reason first. A failed post can be retried when the batch ends; a photo set marked “Partly saved” retries only its missing photos. A post TikTok no longer serves can’t be recovered.
Videos marked “Watermarked copy” were only available as TikTok’s watermarked version. Set Settings to skip them if you don’t want those files.
A video won’t play
The highest quality is often H.265 (HEVC), which some players and older Windows setups can’t open. Choose “More compatible” to get H.264, set it as the default in Settings, or use a player that supports HEVC. Renaming the file doesn’t convert it.
Why a saved post can show up again
KeepTik remembers saved posts in your browser, not by scanning your disk. Deleting a task removes its download history, so those posts are offered again. Single downloads keep the latest 2,000 records.
Send feedback
Use “Send feedback” in KeepTik’s Settings, or the feedback page on this site. Tell us the KeepTik version, your Chrome version and the type of TikTok page, plus what you expected and what happened.
Never send your TikTok password, cookies or login codes. If a screenshot helps, crop out account names and other personal details first.
Questions, answered plainly.
What KeepTik does, what it doesn’t, and what TikTok still decides.
Where are my downloaded files?
Batches go into the folder you picked for that task; the result screen shows its name. Single downloads go to Downloads/KeepTik.
Should I send my TikTok password with a bug report?
Never. KeepTik support will never ask for passwords, cookies, tokens or login codes.
Why does an item come back after I deleted its file?
Deleting a file and KeepTik’s history are separate. KeepTik doesn’t scan your disk, so it doesn’t know a file was removed.
Still stuck? Tell us.
Send the KeepTik version, your Chrome version and what you saw — we read every message.
Desktop Chrome 116 or later