HiPupu Support
Updated: 2026-09-15.
Contact us
Operator: 沈张正义. Support email: 97053331@qq.com.
Human support is available in Chinese only. Legal policies are available in Chinese and English. Email us with product questions, sign-in or synchronization issues, or privacy, correction and deletion requests. We do not currently offer phone or live-chat support or guarantee a fixed response time.
What to include
- App version, iPhone system version and device model.
- The steps, approximate time and message shown when the issue occurred.
- If a screenshot is necessary, first hide private information such as children’s names, birth dates, email addresses and locations.
Do not send verification codes, passwords, session credentials, a complete family database, or private photos and videos. Support email and attachment retention: Support emails are retained for 12 months after the issue is closed and may be deleted as needed thereafter. Mailbox-provider backups are handled according to the provider’s policies.
Frequently asked questions
What is HiPupu?
HiPupu is an iPhone App for a child’s growth and family memories, with timelines, place maps, photos, videos and first milestones. The App interface is in Simplified Chinese. You can create records locally without signing in; signing in automatically enables private cloud synchronization, including existing local records.
Why have I not received a verification code?
Check the email spelling and spam folder. Wait for the on-screen resend timer and use the newest unexpired code. If delivery still fails, email support with the approximate time, App version and error message. Never send anyone your code.
What if synchronization has not finished?
Keep the original records and media on the device, maintain a connection and keep the App in the foreground. Check the account page or retry synchronization. Weak networks and large files may take longer. Do not uninstall the App, clear the only copy or create another family to troubleshoot unsynchronized information.
Why is a photo or video missing after restoration?
Confirm that you are using the original account, wait for record synchronization and file downloads, then open the moment details. Downloaded media works offline; missing files require a connection. Videos play after you tap play in the detail view. The cloud cannot provide a copy that never uploaded. Do not delete the only original to attempt recovery.
Does signing out delete my information?
No. Signing out preserves local information and does not delete the cloud account. Permanent account deletion and clearing local data are separate actions; see this website’s Account deletion page.
How do I delete an account?
Open Settings → Data & Privacy → Delete account in the App, then complete the risk notice, typed confirmation, verification of your current email and final confirmation. This version supports only the sole owner of a family with no other members. Deletion cannot be undone, so decide beforehand whether you need to keep your own copies.
What if deletion is interrupted or I cannot open the App?
Reopen the App to continue deletion or local cleanup; do not create another family. If you cannot open the App or complete verification, email support to request deletion assistance. We will check necessary identity information and the applicable conditions. Sending an email does not itself complete deletion; rely on the actual processing result.
Can I invite family members or transfer ownership?
Family invitations and ownership transfer are not available in this version. Deletion is refused when a family has other members or the requester is not its sole owner, to protect other members’ information.