YUPZAP HELP CENTER
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Getting started
Install, update and find your way around
How do I get Yupzap?
Download Yupzap using the official links on our Download page. Check that the app and publisher match before installing. Platform availability is shown there; avoid unofficial APK websites.
How do I update the app?
Use the update option in your app store when an update is available. Keep your original media and do not uninstall or clear app data to troubleshoot: doing so can remove locally stored information.
How do I keep my account safe?
Never share your login code, password or device security code, even with someone claiming to be support. Use a screen lock and review your account settings. Contact support if you suspect someone else has access.
How do I contact support?
Email [email protected] with your phone model, OS version, app version and a short description of the issue. Include an approximate time and a screenshot with private information hidden if helpful. Never send your password, OTP or private messages.
Do I have to allow access to my contacts?
You can review and change contact permission in your phone settings. Contact discovery and related privacy controls may need that permission, so declining it can affect those features. Check the app’s own privacy settings as well as the operating system permission. The Privacy policy explains how contact information is used, including keyed hashes for stored phone matches.
How do I change camera, microphone or photo permissions?
Open your phone settings, find Yupzap and review its permissions. Enable only the access needed for the feature you want to use: for example, microphone access for recording a voice note. The available choices and names vary by phone and operating system. Return to the app and try the action again; you do not need to clear app data to change a permission.
What information helps support investigate a problem?
Write down what you were trying to do, what happened instead and roughly when it occurred. Include your phone model, operating system and Yupzap app version, plus whether the problem happens every time. A screenshot can help after you hide names, message content and other private details. Keep your app data and original media while troubleshooting; never attach passwords, login codes or private keys.
Chats & groups
Messages, voice notes and conversations
How do I send a message or voice note?
Open the intended conversation, check the recipient, and use the message box or voice-note control. Allow microphone access if you want to record audio. Check the message status before assuming it has arrived.
Why has a message not arrived?
Check your internet connection and reopen the conversation. The recipient may be offline. Do not repeatedly resend sensitive content while delivery is uncertain. If it persists, contact support with your app version and the time of the issue, without copying private messages.
Who can see messages in a group?
Group participants can view the content shared with them. Check the participant list and available group settings before sharing. A participant may keep a copy even if you later remove your own copy.
Can I read chats offline?
Content already stored on your phone may remain accessible without a connection. New messages, downloads and permission checks can require internet access. Device storage is not a guarantee that every attachment has downloaded or that history can be restored after uninstalling.
Voice & video
Permissions, sound and connections
Why does a call need permissions?
Voice calls need microphone access. Video calls also need camera access. Review Yupzap permissions in your phone settings, then try again. On iOS and Android, the wording and location of these settings can differ.
What if a call hangs or will not connect?
Check the connection on both phones, try a stable Wi-Fi or mobile network, and close the failed call before trying again. Check for an app-store update. If the app closes unexpectedly, tell support your phone model, OS version, app version and approximate time. Do not clear app data.
Why can I not hear the other person?
Check call volume, microphone mute and the selected speaker or Bluetooth device on both phones. Disconnect unused headphones if audio is going to the wrong place. Confirm microphone permission and retry on a stable connection.
Why is the video not showing?
Confirm camera permission and that the camera is switched on in the call. Close other apps using the camera. If video remains unavailable, try voice while checking your network and contact support if the problem persists.
Create & share
Moments, drafts and audiences
Who can see what I post?
Review the audience shown before publishing. Public posts and profile information can be viewed and shared by others. Social posts are not covered by private-chat end-to-end encryption.
How should I save a draft?
Use Save draft where it is available and confirm the draft appears before leaving. Keep the original photos and videos. If the wrong draft appears or saving fails, avoid uninstalling or clearing storage and contact support with the steps that caused it.
Can I post a video that has music in it?
Yupzap does not provide music, a sound library or any other media for your posts. If your video or photo includes music, a voice recording or any other sound or material, you must own it or have permission to use it. Choosing or uploading a file does not give you rights to it. You are responsible for what you post; see our Copyright policy for how notices and takedowns work.
How do I appeal a posting restriction?
Check Account status for the restriction and the available appeal option. Explain what you believe was misunderstood and include relevant context without reposting harmful material or exposing another person’s private information. Review the Community guidelines before submitting. An appeal requests a review and does not guarantee that a restriction will be lifted.
Will changing my audience remove copies someone already saved?
Review the audience before posting and use the visibility controls available for that content. A later visibility change cannot recall screenshots, downloads or copies that another person saved outside Yupzap. Public content may also have been shared or cached elsewhere. Avoid posting information you would not want those earlier viewers to retain.
How do I report a copyright concern?
Send a Copyright notice to [email protected]. Include the content’s URL, username or precise location, a description of the original work, your contact details and who you represent if acting for a rights holder. The Copyright policy also asks for a good-faith statement and a physical or electronic signature. Follow that policy’s full instructions and use [email protected] for issues that are not about copyright.
My content was removed for copyright. Can I ask for a review?
If you believe a removal was a mistake or you have the right to use the material, follow the counter-notice instructions on the Copyright page. Send [email protected] the content location, an explanation, your contact details and a good-faith statement. Keep relevant permission or licence information available. A review may result in restoration, but submitting a request does not guarantee it.
Privacy & security
Encryption, reports and account safety
What does end-to-end encryption mean?
End-to-end encryption protects message content so that the intended participants hold the keys needed to read it. Encryption of the network connection or a stored file alone is not the same protection. Yupzap uses end-to-end encryption for private chats, attachments, voice calls and video calls. Our Security page explains what this protects and how public sharing differs.
How do I check encryption for my conversation?
Check the security information available for that conversation in your installed version. If it offers a verification code or QR code, compare it with the other person through a trusted channel. Do not infer verified end-to-end encryption from a generic lock icon, encrypted connection or website headline.
What happens when I report content?
A report may intentionally disclose selected content and context to Yupzap so it can be reviewed. Review the information shown before submitting. Never include passwords, one-time login codes or private encryption keys in a report.
What should I do before changing phones?
Keep your old phone and its app data until you have confirmed what is available on the new phone. Only use a transfer flow supported by your installed version, and confirm the transfer succeeds before removing anything. Signing in alone does not guarantee that locally stored chats and media will return.
How do I delete my account?
Use the account deletion option in the app or follow the instructions on our Delete account page. Deleting the app is not the same as deleting an account. Review what is removed and what records may be retained in our Privacy policy.
How do I report a harmful post or account?
Open the options for the post or account and use the available report action. Choose the reason that describes what happened and review any content or context included in the report before submitting. You can also block unwanted contact. A report requests review; it does not automatically establish a violation or guarantee removal.
Someone is pretending to be me. What should I do?
Report the impersonating account using its profile options, or contact [email protected] with the username or profile link and a brief explanation. Do not publish identity documents or send login codes to the account. If friends have received suspicious requests, contact them through a channel you already trust. Blocking limits unwanted contact but is separate from submitting a report.
What if a message asks for a code or urgent payment?
Do not send login codes, passwords or payment details in response to a message, even if the sender appears familiar. Confirm an unusual request directly with the person through a contact method you already know. Report suspected scams and block unwanted contact. A profile name, photo or sense of urgency is not proof of identity.
I think someone else has access to my account. What next?
Stop sharing sensitive information from the affected account and secure the phone and the sign-in method you use. Review the account and session controls available in your version, and remove access you do not recognize where that option is offered. Contact [email protected] with a description and approximate time of the incident. Never send support a password, one-time code or private encryption key.
What should I do if my phone is lost or stolen?
Use your phone provider’s available lost-device and account-protection tools, and secure the sign-in method linked to your account. Contact Yupzap support if you suspect unauthorized access. Before choosing to erase a device, remember that locally stored history and media may be lost; signing in on another phone does not guarantee recovery. Do not give a stranger a login or device-unlock code to help recover the phone.
A phone transfer stopped. Is it safe to erase the old phone?
Keep the old phone and its app data until you have checked the new phone and confirmed the supported transfer completed. Open the conversations and media you need instead of relying only on a sign-in success message. If the transfer failed, keep both devices available and contact support with the app versions and the step where it stopped. Do not uninstall, clear storage or factory-reset the old phone as a troubleshooting step.
How should I handle a device-transfer QR code?
Only follow a transfer flow offered by your installed app and use devices you control. Check which device is sending and which is receiving before approving a transfer. Do not post transfer codes publicly or scan a code sent by an unknown person claiming to recover your account. A QR code is a way to carry information; its appearance alone does not prove a transfer is secure or complete.
What if a conversation security code changes?
Where your version offers a conversation verification code, compare the new code with the other person through a trusted channel before sending sensitive information. A changed code can require a new verification; a generic lock icon is not a substitute for checking it. Do not send private keys or login codes while doing this. If the change is unexpected or you cannot verify it, pause sensitive sharing and contact support.
How can I reduce what appears on my lock screen?
Review Yupzap’s notification options and your phone’s notification and lock-screen settings. Use the preview controls offered by your device to limit what is visible when it is locked, then check the result with a harmless test message. A locked phone does not mean every notification is hidden. Keep a device screen lock enabled and be mindful of people who can see your screen.
How much private information should I include in a report?
Include enough information to identify the concern, such as the relevant account or content location, and review the report preview where one is provided. Reporting may deliberately disclose the selected content and context for review. Avoid adding unrelated conversations, identity documents, passwords, one-time codes or private encryption keys. If support needs more information, first confirm the request came through an official channel.
How do I request access to or correction of my data?
Contact [email protected] and explain whether you are requesting access, correction or deletion. The Privacy policy describes these choices and notes that account ownership may need to be verified before a request is handled. Provide a way to identify the account, but do not email passwords, login codes or payment card details. For account deletion, also read the separate Delete account page before proceeding.
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