PixelPup

Privacy notice

What PixelPup records about you and your computers, where it is kept, how long for, and how to ask for a copy or a deletion.

Last updated 25 September 2026. Written in plain English, not in legal language.

Who we are

PixelPup is a small remote support service. Everything described here runs on one server that PixelPup owns and looks after; it is not rented from a big cloud provider. The exceptions are named below: the payment processor, the backup copies, and a font service.

You can reach us about anything on this page at support@pixelpup.net.

This notice covers the website at pixelpup.net, the PixelPup support tools we install on computers, the console at console.pixelpup.net, PixelPup Files at files.pixelpup.net, and SentinelHub at sentinelhub.trade — a separate market-data service run by the same people on the same server.

This website

There is no sign-in on this website, it sets no cookies, and it stores nothing in your browser. There is no analytics, no advertising and no tracking of any kind.

The web server does keep an access log. Every request writes one line holding the date and time, the IP address your request came from, which page or file you asked for, the result and how long it took, and whatever your browser says about itself — its user-agent line, its language, and the page you came from if you followed a link. It does not record your name, and it does not record cookies or passwords.

That log is kept by size, not by date: the file rolls over at 10 MB and only the current file plus the three most recent ones are kept. How far back that reaches depends on how busy the site has been, so we cannot honestly give you a number of days.

This website and the console at console.pixelpup.net both self-host their own typefaces and load nothing from a font service. The one page that still does is SentinelHub at sentinelhub.trade, which loads typefaces from Google's font service, so opening it tells Google your IP address and browser.

The support tools on your computer

If PixelPup looks after a computer, three things may be installed on it: the remote-control client, a support agent that keeps one outgoing connection to our server, and a small health checker that runs every 30 minutes.

What the health check sends

The computer's name, the version of the checker, the time, whether each way of reaching our server is working, whether the machine is set to sleep while plugged in, whether the support service is running, a short list of problems it found, and the state of the support agent. Our server also records the IP address the report arrived from. We keep only the most recent report for each computer — each new one replaces the last.

What we can see about a computer

Through the support agent we can read the computer's name and operating system, who is logged in, its IP address, its serial numbers for the machine, the motherboard and the BIOS, its processor, graphics, memory, disks and how full they are, its network adapters and their addresses, whether it has a TPM, which antivirus is installed and whether it is up to date, and whether a restart is pending. We also keep a saved list of the computers on your account with the names, aliases, tags and connection details you stored.

Remote sessions

Every remote-control session is recorded: which computer, which technician connected, from which address, the session identifier, and when it started and finished. When a technician reveals a computer's support password, that is recorded too — who did it, when, to which computer and why — but the password itself is never written into that record.

The support tools do not read your documents, photos, email or saved passwords, and they do not copy anything off the machine on their own. A technician can copy a file to or from a computer while they are working on it.

Your PixelPup account

If you have a console login, we hold:

• Your name and email address, your password stored as a one-way hash, and, if you set them up, a passkey or an authenticator app.
• The organisation your account belongs to, its name and kind, any note we have written about it, and the email addresses of the team members you invited.
• The computers on your account, as described above.
• A record of every email we send you — the address, the kind of message, its subject and whether it went out.
• A record of sign-ins, including failed ones, with the address they came from.
• If you switch on browser notifications, the subscription your browser hands us so we can send them.

The console sets two cookies, both first-party and both only there to keep you signed in: one for staff that lasts 12 hours and one for customers that lasts 24 hours. Neither can be read by scripts, both travel only over HTTPS, and neither is used to track you. There are no advertising or analytics cookies.

Email we send you goes out through Proton Mail. Browser notifications, if you turn them on, travel through your browser maker's own push service — Google, Mozilla, Microsoft or Apple — with the contents encrypted so only your browser can read them.

Paying for PixelPup

Payments are handled by Stripe. When you start a plan you are sent to Stripe's own checkout page, and the same is true of the billing page where you change a card or cancel. Card details never reach our server. We never see them, and we do not store a card number, an expiry date or even the last four digits.

What we keep from a payment is small:

• Your Stripe customer reference.
• The email address you paid with, and the name Stripe passed us from the payment.
• Which plan you are on, whether it is trialling, active, unpaid or cancelled, when the current period ends and when the trial ends.
• The email addresses of team members on an organisation plan.

We keep no invoices and no amounts. Stripe holds all of that, under its own privacy notice.

PixelPup Files

PixelPup Files is our file-sharing service. You cannot sign yourself up for it — an account exists only if we invited you.

• For an account: the username, the password as a one-way hash, the role, and whether it is disabled.
• For a file: its name, type, size, which folder and account it belongs to, and when it arrived. A thumbnail is made for pictures and video.
• An activity log: the time, the IP address, the browser's user-agent line, who acted, what they did and which file. It is kept for 90 days and tidied every six hours. Only an administrator can read it.
• For a share link: a random token, who made it and when, and its expiry if it was given one. A file or folder share link does not have to expire, and some older ones never will. Upload links always expire, between one hour and 30 days. Software release links expire after 7 days by default, 30 at most, and stop after three downloads by default.
• Sign-in is kept with one first-party cookie that lasts 30 days.

The pages that play video and music load Google's Cast library from gstatic.com, so opening one tells Google your IP address and browser. Everything else on PixelPup Files comes from our own server.

SentinelHub

SentinelHub at sentinelhub.trade is a separate market-data subscription run by the same people, on the same server. If you subscribe to it we hold the email address you subscribed with, your access key stored as a one-way hash along with its first few characters so you can recognise it, your tier and its limits, and your Stripe references. It records a payment ledger — amount, currency and status — which is kept permanently. It records how the service was used, which is kept for 90 days, and the IP address of a connection for as long as it is open. Its pages also load typefaces from Google's font service. It stores no exchange credentials.

Where it lives and who can see it

All of it sits on one server that PixelPup runs, in databases and folders on that machine. The only people with an account that can see customer data are PixelPup's own technicians, and a technician account has to be on a short list kept in the server's configuration before it will work. Customers with a login see only their own organisation's computers. Nothing is sold, and nothing is shared with anyone for advertising.

Backups

A backup runs every night. A small critical set — the console database with accounts, customers, computers and logs, the PixelPup Files index, and SentinelHub's account and payment tables — is copied off the server into PixelPup's own Google Drive storage, so a dead disk does not lose everything. The last 14 daily copies are kept and older ones are deleted. The contents of files uploaded to PixelPup Files are not backed up — only the index is — so please keep your own copy of anything that matters.

How long things are kept

We would rather tell you that some of these have no limit yet than pretend they do. Where a limit exists the number above is the one the software actually enforces.

Getting a copy, a correction or a deletion

Write to support@pixelpup.net and say what you want: a copy of what we hold about you, a correction, or for it to be deleted. There is no self-service button for this today — a person does it by hand, so please give us a few days and enough detail to find the right account or computer.

When we delete something it goes from the live system straight away. Copies in the nightly backups fall away as those copies age out, which takes up to a fortnight.

If you want the support tools taken off a computer, ask us and we will do it and confirm when it is done.

Changes to this notice

When this notice changes we update the date at the top. We do not keep a list of past versions.

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