Support
Getting help
If the app is unavailable, email support@parentproof.com. If the app opens, its report button sends us the useful context with your message.
Jump to onn tablet setup, parent controls, adding apps, starting again after a reset, or removing ParentProof.
Report it from inside the app
The setup app on your computer
"Send to ParentProof" in the bottom bar. It attaches its own recent notes — what it saw on the cable, which step failed, and what the tablet answered.
Your dashboard
The "Something not working?" card. It attaches a summary of your account and its tablets if you leave the box ticked.
Nothing is sent until you press the button, and the technical attachment is a tick box you can clear. Describe the problem in your own words — "the tablet never showed up" is a perfectly good bug report.
What to include by email. Tell us which device and computer you used, the step that stopped, and the exact message on screen. Do not email passwords, pairing codes or recovery codes.
Common first things to check
Setup is stuck on the last step
Your account and child stay linked. Reconnect the device to the computer you used to install ParentProof and reopen the setup app: it can detect and repair most cases over the cable. No computer to hand? On the device, press and hold the step heading for a few seconds and enter your parent PIN; you can then pause protection or return the device to normal Android. See Undoing an install.
Finding parent controls
On the child tablet's ParentProof home screen, press and hold the upper-right corner, or tap that corner five times, then enter your parent PIN. This also works on the resting and time-limit screens. Parent controls let you add apps, change this tablet's settings and return to Kid mode. For permanent removal, see the tablet removal steps.
I installed an app but my child cannot open it
Finish the guided setup and Enable protection on the tablet first. Installing and allowing an app are separate steps. Open parent controls, choose Add apps from Play Store, sign in to Google if needed and install the app. Return to ParentProof and finish the app offer, or open Choose which apps show. Use All apps if the installed app is missing from Suggested, select it and tap Save. Return to Kid mode and check that its icon opens. The Play Store and Settings close again for the child; an installed app can still be blocked by your time limits or rules.
Do I need another account after a reset?
If you reset the tablet or uninstalled the app, sign into your existing ParentProof account and choose the child you already created. Use Set up or Resume setup for that child instead of creating another one. A reset does not delete your online account. If you completed account deletion, you can register again with the same email address; that creates a new account. Deleting an account does not restart a used tablet trial, and deleting an online device does not remove restrictions from a tablet that is offline. Use the parent-authorized removal steps to end controls on the device.
Preparing an onn tablet with Android 13 or 15
In Android Settings, look under About tablet for Build number and tap it seven times. Then look under System → Developer options and enable USB debugging. Menu names can vary; use Settings search if needed. Connect a data-capable USB cable, unlock the tablet and accept the debugging prompt. ParentProof checks whether Android can grant supervision before continuing. The reported onn 100110603 runs Android 13, build TTA.63. It and other onn models remain unverified on real hardware; the Android version alone does not prove compatibility.
The tablet is not detected
USB debugging on, the "Allow USB debugging?" prompt accepted on the tablet, and a cable that carries data rather than only power.
Setup refuses because an account is signed in
That is Android's rule, not ours. Remove every account from the device — not just the Google one. A Samsung, Microsoft or carrier account left signed in refuses setup the same way. Settings → Accounts, remove each one, then start again.
A Samsung refuses at the first step
Auto Blocker. Switch it off in Settings before you begin; supervision cannot switch it off for you.
The pairing code was rejected
A pairing code expires and works once. On the child tablet, return to the ParentProof sign-in screen and press Start or Start again to begin a new attempt. Keep Wi-Fi connected, then open the new link or scan the new QR code on your own device. The computer setup app prepares the tablet; sign-in and pairing finish in the child app.
Undoing an install
Supervision on a tablet
Open parent controls with your parent PIN, then expand Troubleshooting & removal and choose Remove ParentProof controls. Read the warning and enter a current device recovery code if requested. Wait for the tablet to confirm removal, including any requested removal from your account, before uninstalling the app. Follow the complete tablet removal steps, including the computer-assisted route and what to do if you cannot open parent controls.
ParentProof on a Windows PC
For a computer protected during the earlier beta: open the ParentProof setup app, choose This computer, and press Remove ParentProof from this computer; or open Settings > Apps and remove ParentProof Agent. Existing testers keep a visible way out even while new desktop setup is release-hidden.
ParentProof on a Mac
For a Mac protected during the earlier beta: use the same removal button in the setup app. The web filter, background service and local ParentProof records come off together. Existing testers keep a visible way out even while new desktop setup is release-hidden.
The setup app on Windows or macOS
After confirming the Android device is set up or released, remove the computer setup utility separately. On Windows, open Settings → Apps → Installed apps and uninstall ParentProof Setup. On macOS, quit ParentProof Setup and move it from Applications to the Trash; if you only opened a downloaded disk image, eject it and delete the downloaded file. Removing the computer utility does not release supervision on the Android device.