Welcome to YuanPan. If you run into issues while using the App, use this page for help.
1. FAQ
1. Cannot sign in
- Make sure your username and password are correct;
- Try switching networks (Wi‑Fi / cellular) and try again;
- For Apple / Google Sign-In, confirm that your system account is in good standing.
2. Membership not active after purchase
- Confirm the payment completed successfully and that you remain signed in;
- Try signing out and back in, or pull to refresh the profile screen;
- If it still shows as non-member, contact us with a payment screenshot or order ID.
3. Chart / reading history missing
- Chart records and reading progress sync only after you sign in;
- Confirm you are using the same account;
- After switching devices, sign in with the original account to restore synced data.
4. App crashes or pages fail to load
- Update to the latest version and try again;
- Check your network; clear the app cache and restart if needed;
- If the issue persists, tell us your device model, OS version, and steps to reproduce.
5. Account deletion
- You can delete your account in the App under Settings / Account;
- After deletion, the account and related data will be deleted or anonymized and cannot be recovered;
- The same identifiers (username, phone, Apple / Google account) may be used to register again after deletion.
2. What to include when contacting us
- A description of the issue and steps to reproduce;
- Device model and OS version (iOS / Android / HarmonyOS);
- App version number;
- Screenshots, screen recordings, or error messages;
- For payment issues, include the order ID or receipt (never send passwords or other secrets).
3. Contact
4. Support hours
We handle email and feedback on business days, 10:00–18:00 (Beijing time). Replies may be delayed on holidays.