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.
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
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
They expire after fifteen minutes and work once. Ask the setup app for a fresh one.
Undoing an install
Supervision on a tablet
The setup app can relinquish supervision and hand the device back. A factory reset from the tablet's recovery menu also clears it.
ParentProof on a Windows PC
Two ways, take either: open the ParentProof setup app, choose This computer, and press Remove ParentProof from this computer; or open Settings > Apps (or Control Panel's "Uninstall a program") and remove ParentProof Agent from the list like any other program. Both do the same thing, and there is nothing to type.
ParentProof on a Mac
The same button in the setup app: open it, choose This computer, and press Remove ParentProof from this computer. The web filter, the background service and the records ParentProof kept on macOS come off together, and there is nothing to type.
The setup app itself
An ordinary application. Drag it to the Bin, or uninstall it from Windows Settings. Removing it does not hand a tablet back — and take ParentProof off the computer first: the tool that removes it lives inside the setup app, so deleting the app first throws that tool away and leaves the protection running.