Discontinuation of HeyTap Cloud's sync, backup, and drive services
9/15/2023
Dear user,
We regret to inform you that Cloud sync (for Photos, Recorder, and Private Safe), Cloud backup, and Cloud drive will be discontinued in certain regions from 10/16/2023. This will allow us to focus on improving the user experience for other basic functions and services. We want to remind you to download your data and migrate it to a third-party storage service. If you are subscriber to a paid cloud storage plan when the functions are discontinued, you will be refunded the amount you paid.
Services to be discontinued
1. Cloud sync: Cloud sync for Photos, Recorder, and Private Safe will be discontinued.
2. Cloud backup: You will be unable to create new backups.
3. Cloud drive: You will be unable to upload new files to Cloud drive.
Service discontinuation timeline
The affected countries and regions include Cambodia, the Philippines, Thailand, Vietnam, Malaysia, India, Indonesia, Taiwan, Japan, and Singapore.
Date | Discontinuation procedure |
---|
10/16/2023 | - Cloud sync (for Photos, Recorder, and Private Safe), Cloud backup, and Cloud drive will be discontinued.
- The option to download your data will be made available through the HeyTap Cloud app and website as well as the Photos app.
- Subscribers will be refunded.
|
5/7/2024 | - Photos, Recorder, and Private Safe data will no longer be available for download.
- Photos, Recorder, and Private Safe data stored on HeyTap Cloud will be deleted.
|
5/7/2025 | - You will no longer be able to restore data from backups, recover contacts, or download from Cloud drive.
- Cloud backups and Cloud drive data will be deleted.
|
* The timeline may be subject to change, depending on the circumstances. When that happens, we will send you updates to this notice.
Phase 1: Cloud sync (for Photos, Recorder, and Private Safe), Cloud backup, and Cloud Drive will be discontinued
From 10/16/2023, Cloud sync (for Photos, Recorder, and Private Safe), Cloud backup, and Cloud drive of HeyTap Cloud will be discontinued. Once the services are discontinued, you will be unable to:
- Sync Photos, Recorder, and Private Safe data to the cloud
- Back up your device to the cloud automatically or manually
- Upload new files to Cloud drive
You can download your data that is stored on HeyTap Cloud to a personal device. If you are still a subscriber to a paid cloud storage plan as of the discontinuation date, we will refund your payment in full. You can track your refund on the HeyTap Cloud website.
Phase 2: Data will be deleted and no longer available for download
- From 5/7/2024, you will be unable to download Photos, Recorder, and Private Safe data. The data will be permanently deleted from HeyTap Cloud servers.
- From 5/7/2025, you will be unable to restore data from cloud backups or download data from Cloud drive. Your cloud backups and Cloud drive data will be permanently deleted from HeyTap Cloud servers.
Please make sure to download your data before the date when it is scheduled to be deleted. However, when necessary, we may retain certain information in order to fulfill legal obligations, resolve disputes, or fulfill agreements.
* Due to potential technical delays in permanently deleting data from HeyTap Cloud servers, the actual dates when data is deleted may differ from those shown here.
Data download after service discontinuation
You can follow these steps to download your data stored on HeyTap Cloud to a personal device.
Download Photos data
Download data in the Photos app
1. Upgrade the Photos app to 14.10.0 or a newer version. When you open the new Photos app for the first time, you will see a pop-up with an option to download your data. When you open the "Settings" page in the app, you will also have the option to download your data.
2. Follow the onscreen instructions to download the data to your device.
Download data from the HeyTap Cloud website
1. Sign in to the HeyTap Cloud website in a browser.
2. Go to Photos on the home page of the HeyTap Cloud website, and choose batch download. You can choose to download some or all of the items on the page.
Download Recorder and Private Safe data
1. Sign in to the HeyTap Cloud website in a browser.
2. Navigate to the Recorder and Private Safe sections, and download the data you need following the onscreen instructions.
Restore data from backups
In the HeyTap Cloud app, tap "Settings" in the upper right corner. Open "Backup", and select a backup to restore from.
* Please note that restoring from a backup will overwrite existing data on your device. Please proceed with caution.
Download data from Cloud drive
Download data in the HeyTap Cloud app
1. Open the HeyTap Cloud app, and open the Cloud drive page.
2. Tap "Select" in the upper right corner, and select all data or some data to download to your device.
Download data from the HeyTap Cloud website
1. Sign in to the HeyTap Cloud website in a browser.
2. Go to "Cloud drive" on the HeyTap Cloud website. You can choose to download some or all of your data from the cloud.
* The actual download methods and available functions may vary from version to version.
HeyTap Cloud official websites
FAQs
1. What functions of Photos will be affected after Cloud sync for Photos is discontinued?
After Cloud sync for Photos is discontinued, several functions of Photos will become unavailable, including but not limited to:
- Auto sync
- Album sync
Optimize storage
2. What if an error occurred while downloading my data?
If you can't download your data or your download is incomplete, try downloading it again. If you still can't download your data, try downloading from the HeyTap Cloud website.
3. How can I get refunded for services I've already paid for?
If you are still a subscriber to a paid storage plan as of the discontinuation date, the fees that you have paid will be fully refunded. Illustrative examples:
User A: User A purchased a 1-year plan on January 1, 2023, valid till January 1, 2024. As of 9/15, User A's purchase will still be valid. Therefore, the fee paid for this order will be fully refunded.
User B: User B purchased a 3-month plan on January 1, 2023, valid till April 1, 2023. As of 9/15, User B's plan will have expired, so the user will not be eligible for a refund.
User | Purchase date | Period of validity | Expiry date | Refundable? |
---|
User A | January 1, 2023 | 1 year | January 1, 2024 | Fully refundable |
User B | January 1, 2023 | 3 months | April 1, 2023 | Nonrefundable |
Refunds will be automatically sent to the payment method used to make the original purchase. You can track your refund on the HeyTap Cloud website. Due to restrictions with some payment methods, we may fail to send the refund to your original payment method. In that case, we will contact you with alternative refund arrangements by SMS or email.
4. What cloud functions will remain available after the Cloud sync (for Photos, Recorder, and Private Safe), Cloud backup, and Cloud drive functions are discontinued?
You will still be able to sync your Contacts, Notes, Browser, and Wi-Fi data to HeyTap Cloud. The services provided by HeyTap Cloud may vary in different regions.
If you have any questions, please don't hesitate to contact us.
Region | Email address |
---|
India (OPPO/realme) | support_in@heytap.com |
India (OnePlus) | onepluscare@oneplus.com |
Indonesia | support_id@heytap.com |
Thailand | support_th@heytap.com |
Taiwan | support_tw@heytap.com |
Vietnam | support_vn@heytap.com |
Japan | support.jp@oppo.com |
Other | support@heytap.com |