Quick help
Most questions are answered on these pages.
Frequently Asked Questions
Answers about the radar, pings, chat, visibility, OTP login, and more.
Browse FAQ →Delete My Account
How to remove your account and data, with timelines and options.
Deletion steps →Privacy Policy
What data we collect, how it's used, and how we keep it safe.
Read policy →Terms of Service
The rules for using JEL UP, including acceptable behaviour.
Read terms →Child Safety Standards
Our CSAE prevention practices and how to report concerns.
View standards →Common issues & fixes
Try these before emailing us — most problems resolve in a minute.
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Not receiving the OTP Make sure WhatsApp is installed and active on the number you entered. Wait 30 seconds, then tap Resend. Check your WhatsApp spam filter / "Unknown" chats if you don't see it.
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Nobody on the radar The radar only shows users within 100 meters who have visibility on. Try toggling your own visibility, refresh GPS by stepping outside, or check that Location permission is set to While using the app.
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Can't send a ping You can send up to 5 pings every 10 minutes. If you've already sent a pending ping to that user, they will not appear on the radar until they accept, decline, or the ping expires (24 hours).
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Not getting push notifications Open Settings → Apps → JEL UP → Notifications on your device and make sure notifications and the notification channel are enabled. Then reopen the app so we can re-register your device.
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Distance or location feels wrong JEL UP uses your device's GPS. Accuracy indoors can drop to 20–50 meters. Stepping near a window or outside usually restores it within a few seconds.
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App crashes or won't open Update JEL UP to the latest version from the Play Store. If the issue persists, uninstall and reinstall the app — your account stays intact, you'll just re-verify the OTP.
Report a user
We take every report seriously and review it manually.
Open the chat or radar tile of the user, tap the three-dot menu, and choose Report user. Select a reason (harassment, spam, impersonation, underage, CSAE, threats, hate speech, etc.) and add any details you can share.
For urgent safety issues — especially anything involving a minor — you can also email us directly at safety@jelup.app or csae@jelup.app. Suspected CSAE is reported to the relevant authorities; see our Child Safety Standards.
If you or someone else is in immediate danger, please contact your local emergency services first.
Response times
What to expect after you contact us.
App information
Handy details if you're reporting an issue.