Troubleshooting

Signing in on the website

• "The sign-in window closed before you finished". Try again and finish in the Apple or Google window. If nothing opens, allow pop-ups for jupo.world in your browser.
• "This sign-in link has expired or was already used". Each email link works once. Ask for a new one on the sign-in page.
• The sign-in email did not arrive. Check your spam folder. You can ask for 3 links in 15 minutes; after that, wait a little and try again.
• "Please open this link in the browser where you asked for it". Links that confirm it's you or add your email only work in the browser where you are signed in. Copy the link into that browser, or ask for a new one there.
• "That took too long". Please sign in again.
• You were signed out. The website signs you out after a while to keep your family safe. Read Signing in on a shared computer.
• You stay signed out after signing in. Your browser needs to allow cookies from jupo.world to keep you signed in. Private or incognito windows forget you when they close.
• "We can't reach Jupo World right now". Check your connection and try again in a moment. Your family's data is safe.

Finding your family

You signed in but see no children? Read I signed in but see no children or Find my account.

Connect codes

• A Connect code works for 10 minutes. If it ran out, show a new one in the app.
• Keep the Account page open in the app while you type the code, so it can ask you to approve.
• Read Connect the app with a Connect code.

The app

• The app won't start or load. Check that you have the latest version from the App Store or Google Play, and that the device is online the first time. The first start downloads game content, so Wi-Fi helps.
• The app can't reach Jupo World. Check your connection and tap Try again.
• No Account page in the parent area. Read My app has no Connect code.

Still not working?

Write to us and tell us what you see, on which device.