Whether or how much you need to pay depends on when you purchased the earlier version: Keep It 2 is a major new version and a new license is required if you are not a subscriber. I paid for Keep It 1.x, do I need to pay to use Keep It 2.x? If you do not, make sure to check your junk / spam folders. Generally you should expect a reply to a support request within 1 - 2 working days. If you are unable to send a support request from within the app, you can also email Choose Help > Save Log Files from the menu.
If not, you can attach the files as follows: If you are using Apple Mail, that will attach log files that can be very useful for diagnosing all kinds of problems.
Choose Help > Keep It Support from the menu. 
If you can't find an answer here and you're having problems, please request support from within the app, as this will include additional diagnostic information.
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