Start with the paid rental end time, not the moment you noticed the problem. Keep24’s terms use the paid end as the boundary for overdue custody, so a lost password or changed phone number should be reported before the item moves out of the locker.
Contact Keep24 as soon as access fails
The current Keep24 terms direct authentication problems to customer service. Keep the locker number, branch, payment record, paid end time and any customer information recorded for that rental ready. Staff may request customer information for identity confirmation, and an on-site manager or designated staff member may be needed for verification.
If your phone number changed, report the change rather than assuming notices will follow the new number. The terms place responsibility on the user to update contact information and do not erase extension, overdue or disposal consequences when an alert is missed.
Stop guessing passwords and ask staff which identity check applies. The terms prohibit transferring use rights and state no general third-party pickup exception; sharing the password does not establish an authorized recovery route. Lost-password or user-negligence support may also incur actual dispatch or repair costs.
If the paid period has already ended
Keep24 says that 72 hours after the paid end, the operator may collect the item and store it separately. The item may therefore no longer be in the original locker.
Contact customer service before travelling to retrieve it. The terms say an overdue item is collected at a designated place during business hours after contact, with additional fees under the applicable schedule. They do not promise immediate release, a fee waiver or recovery from any branch.
Act within the additional custody period
After collection, the terms provide seven additional days of separate storage. If the customer does not contact the operator or show an intention to recover the item during that period, Keep24 may dispose of it.
Ask support to confirm the recorded paid end, whether the item has been moved, the designated pickup place and hours, the amount due and the identity evidence required. Preserve that answer and bring only the records requested for the actual case.
The Keep24 English guide lists customer service at 031-922-5337 and KakaoTalk @keep24, from 09:00 to 20:00. It does not promise English support or successful recovery after the custody window.
Do not confuse End Use with recovery
Selecting End Use terminates the rental immediately. Keep24’s terms say unused time is not refunded. If access is already unclear, contact support instead of ending the session as a test.
Keep24 English terms and guidance checked October 5, 2026.