Frequently Asked Questions

Below you'll find answers to the questions we get asked the most about. However, if you cannot find what you're looking for, please get in touch.

What is SafeToNet?

SafeToNet’s award-winning software, uses AI technology to help safeguard children and youngsters from online risks such as bullying, sextortion, abuse and aggression. It helps prevent the young from making mistakes online by filtering harmful messages from being sent on social networks and messaging apps. It is SafeToNet’s primary aim to help families all over the world to address ever evolving risks and help develop children’s understanding of online safety.

Who is SafeToNet for?

SafeToNet’s technology was created as a tool to support parents and legal guardians all over the world safeguard their children against risks online. Our app aims to empower children and young adults to explore the internet and establish relationships in a safer environment, whilst keeping them from placing themselves in a position of risk. For this, we have developed an app that uses advanced technology and natural language processing to detect online concerns, allowing parents to be alerted of this in real time.

What kind of phone can I use and what is the compatibility of the app?

Very soon you will be able to explore SafeToNet on any model or make as long as it is a mobile device that runs on Android 6 or higher, or a mobile device that runs on iOS 10 or higher.

Where are you going to be launching SafeToNet?

SafeToNet will be launched in the UK, Spain and Germany to begin with, with more countries along the way.

How does SafeToNet work?

SafeToNet uses industry leading technology, including artificial intelligence, to analyse and filter messages that children send online. Computers are better than humans at detecting changes to behavioural patterns, which is exactly what the SafeToNet software does. It looks for risks that can hurt or harm children, and links those risks to behavioural patterns to identify areas of concern. Please note, the software never shows to parents or guardians what children send or share, as the process is fully automated.

How do I download & install SafeToNet?

Very soon you will be able to download SafeToNet for Android and Apple devices from Google Play Store/App Store.

How can I update my payment method?

How can I manage my payments and subscription?

Your payment subscription is managed by your mobile application platform – Google Play Store for Android devices and App Store for Apple devices.

 

I received an email saying that my payment method is not valid. What should I do?

It might be that you have received a new payment card from your bank, you have removed your payment method from the Google Play Store/App Store, or you have simply added the wrong card details. To resolve the issue, you simply need to update your payment method in your Google Play or App Store.

Google Play Store (Android)

1. Open the ‘Google Play Store’ on your Android device;

2. Tap on the three lines in the top left corner;

3. Tap ‘Payment methods’;

4. Tap ‘More payment settings’;

5. If asked, sign in to pay.google.com;

6. Under the payment method you want to edit, tap ‘Edit’;

7. Make your updates;

8. Tap ‘Update’.

You can find a more detailed guide here.

 

App Store (iOS/Apple)

 1. On the Home screen, tap ‘Settings’;

 2. Tap ‘iTunes & App Store’;

 3. Tap your Apple ID at the top (You might need to sign in with your Apple ID);

 4. A pop-up window appears. Tap ‘View Apple ID’;

 5. Tap ‘Payment Information’;

 6. Change your information and tap ‘Done’

You can find a more detailed guide here.

Alternatively, if you have removed your card details as part of unsubscribing from SafeToNet, please be aware that you are still required to cancel your subscription on your Google Play/App Store to avoid charges. Our How to Uninstall & Unsubscribe FAQ explains how to do this.

 

More information on how to manage your account on Google Play Store can be found here and on App Store here.

How many devices can I add per account?

Here at SafeToNet we understand that each family holds their own story. With this at heart, by joining SafeToNet each parent will be granted the ability to add a total of 20 child devices on their parent account.

How many parent accounts can be added per subscription?

As a parent you will be able to hold 1 parent account per subscription. Although the parent account could run on different devices simultaneously, for security and functionality reasons, we recommend keeping it restricted to one main device, as it could cause clashes between commands if both parents try to action them at the same time.

How can see whether my child’s device is successfully connected to the parent device?

You will be able to confirm whether the child’s device is successfully connected to the parent’s device by going to the parent dashboard in the SafeToNet app. There you simply need to observe the small dot at the top of your child’s profile picture:

 

– If the dot is green and your child’s profile picture is clear, you can be reassured that you have successfully connected your child’s device.

– If instead a red circle with an exclamation mark is appearing, that means that the connection is not yet fully completed. Please note, in this case the app will automatically prompt you to take the necessary steps to restore it.

 

A visual guide is also available on page 26 of our SafeToNet Handbook.

 

If you realize that your child’s device is still not successfully connected or if you face any further difficulties, please do not hesitate to get in touch with our Customer Support Team here.

Can I regenerate the 8 digit code to connect my child’s device?

There are some circumstances in which you might need to regenerate the 8-digit code that had been used initially to connect your child’s device to yours.

 

It could be that the connection wasn’t established correctly and you require another code to give it another try. It could also be that your child got a new phone and requires another code to connect their new device to yours.

 

Either way, you as a parent will be able to regenerate it by simply tapping on the child’s profile you are trying to connect, and the system will then prompt you to generate another code. Once the code has been generated, you as a parent will simply need to follow the same child on boarding steps that you had completed when first joining SafeToNet.

 

A step-by-step on boarding guide is also available on page 22 of our SafeToNet Handbook.

Can I see the content that my child is seeing, sending and receiving?

SafeToNet’s goal is to act as a safeguarding tool to help open the dialog between parents and children about the issues that may arise when exploring the online world. We exist to raise the child’s awareness and to notify parents, encouraging conversation, while respecting the younger ones’ privacy. Our app upholds the value of a child’s right to privacy, this is why it never shares any of the content the child is sending or receiving with the parents. As a parent, you will not be able to see the content of any messages or images sent by your child unless they willingly choose to show you. Only when appropriate, we inform parents as to the types or themes of concern raised by a child’s behaviour or interactivity.

My child has been successfully connected to my device, but it now shows as though it has been disconnected. What could it be?

If your child’s device has successfully been connected to the parent device when first joining SafeTonet but the status now shows as disconnected, the following scenarios could be at play:

 

– SafeToNet has been uninstalled from your child’s device;

– Another VPN has been installed;

– SafeToNet Device Administrator has been removed from your child’s device (on Android devices)

– SafeToNet Profile has been removed from your child’s device (on Apple devices)

 

Please be assured that in any of these occasions, however, you as a parent will receive a notification alerting you of these scenarios. If none of the above occurred, it could also be that your child’s device ran out of battery or a temporary loss of phone signal (e.g. airplane mode).

 

If the problem persists or should you have any further questions, please do not hesitate to get in touch with our Customer Support Team here.

What are the coloured dots at the top of my child’s profile picture?

We understand the need for parents to easily see whether their child’s device is successfully connected. The connection of the child’s device is denoted by a small dot at the top of the child’s profile picture, which will change according to the following scenarios:

 

– When a parent decides to lock the child’s device, the child’s profile will become grey and the small dot will show a lock icon.

– In case the child’s device isn’t connected to the parent’s device, the child’s profile and the small dot will turn red and an exclamation mark will appear on it.

– If the device is connected, the child’s profile will show a green small dot and a clear profile picture.

 

Further information can also be found on page 26 of our SafeToNet Handbook.

What do the symbols on my dashboard mean?

As we understand that learning how a new app works can sometimes be a challenging process, we at SafeToNet have created a visual guide to help you explore it. The guide can be found on page 24 of our SafeToNet Handbook.

How can I set time schedules?

Setting time schedules for your child’s device is as simple as setting up an alarm clock on your phone. You can select the day(s), Start Time and End Time of when you would like to apply the time schedules to your child’s device.

 

A step-by-step guide is also available on page 29 of our SafeToNet Handbook .

What are the different notifications that SafeToNet sends me?

At SafeToNet, parents and children are continuously involved in the process of online safeguarding. Notifications are sent out to the parent when relevant, to keep them abreast of online risks and particular activities on their child’s device. Please note, as a parent, you will not be able to see the content of any messages or images sent by your child unless they willingly choose to show you. Notifications can be sent as part of the following categories:

 

– General Notifications: which will give you information about new apps, their risks, new online trends and new potential threats in the online world.

– Personalized Notifications: which are directly related to your child’s activity on their device. It will for example alert you when your child removes permissions or removes SafeToNet from the device.

Should you have any further questions, please do not hesitate to get in touch with our Customer Support Team here.

How do I lock/unlock my child’s device?

To submit a lock/unlock command to your child’s device, you are required to complete the following steps:

 

  • – Open the parent dashboard on your parent device and tap on the device you would like to apply the command to;
  • – Choose ‘More’ in the ‘Safeguarding Status’ section on the device profile;
  • – You will find the ‘Lock Device’ option in the bottom of that page;
  • – When grey it means that the device is unlocked. To lock it, slide the button to the right, turning it orange.
  • – The changes will be reflected on your child’s profile picture.

 

A step-by-step guide is also available on page 28 of our SafeToNet Handbook.

What if I’m unable to unlock my child’s device?

If the Lock Device button is grey and your child is still unable to access the device, check that the internet connection on both devices is still strong and that your child is successfully connected to your device. Sometimes commands can take a bit longer if there is a poor internet connection.

If you have tried this and you are still facing difficulties, please do not hesitate to get in touch with our Customer Support Team here.

If my child is on the phone and the device is locked, will the lock terminate an ongoing call? Can my child call me if device is locked?

If a parent locks the child’s device while the child is on an ongoing phone call, this command will terminate the call.

As we understand the importance of being contactable in case of an emergency, the child will still be able to receive and make phone calls during a device lock.

If I log out from SafeToNet as a parent, will the connection between my child’s device and mine be lost?

Deciding to logout of the SafeToNet app on a parent’s device will not disconnect the child’s device from the parent’s. SafeToNet will continue to run on the child’s device normally.

 

Can the child log out or remove SafeToNet?

A child has the ability to logout of SafeToNet’s app, however, when doing this, they will be prompted to enter their parent’s password to complete this action. The child will also be able to remove it from their device, however the parent will be notified if this occurs.

What happens if I remove a child’s device from my parent’s account?

Removing a child’s device profile that hasn’t yet been successfully connected will not impact you in any way. However, if the connection had already been successfully completed, deleting it will break the connection between the parent’s and the child’s device. Please bear in mind that this action can result in significant loss of profile information and statistics collected on that particular device.

How do I change the details of my parent account? And my child’s details?

You will be able to change your profile details as well as the one’s of your child’s profile. You can do so by going to the profile settings on your dashboard or the device bubble respectively. The only detail that is currently not amendable is the phone number used to register on the parent account, as this is the primary number to which your account will be linked to.

How can I recover my password as a parent?

If you have lost or forgotten your password as a parent, you will be able to easily reset it when trying to log into SafeToNet. To reset the password:

 

– Tap on “Forgotten Password?”;

– Insert the email address you have signed up with;

– Once you press send, you will receive an email with a reset link that will allow you to reset the password.

If you have tried this and you are still facing difficulties, please do not hesitate to get in touch with our Customer Support Team here.

If I lose my device as a parent, can I log in to SafeToNet from a different device?

As a parent you will be able to use your normal log-in credentials to enter your account on another device. We do, however, recommend in this situation to prompt a change in password, as to avoid any breaches to yours and your child’s data stored on your profile.

My child is turning 13 in a week and has received a notification saying that they can freeze SafeToNet on their device. What does this mean?

SafeToNet takes its duties to respect the privacy rights of those people that use our services extremely seriously. We have devoted considerable time, resources and expenses to establish a robust governance structure managing privacy and safeguarding considerations.

 

In compliance with ICO guidance, our software uses the date of birth to recognise when a child reaches the age of 13 in UK and Spain, or the age of 16 in Germany, to identify when the child gains autonomy to consent to the use of our technology on their devices. Your child is given clear information on how the software collects, uses and keeps their personal data. We also make sure to advise your child of their rights as we ensure that SafeToNet Services fulfil the fundamental purpose of protecting children in a way that puts individuals (including the children) in control of how their data is used.

How to Uninstall & Unsubscribe?

How do I unsubscribe from SafeToNet?

To successfully unsubscribe from SafeToNet, please go to the Google Play Store and tap ‘Menu’ (the three lines in the top left corner). Select ‘Subscriptions’ and tap on ‘SafeToNet’ under your list of subscriptions. Here, please tap on ‘Cancel Subscription’.

Once this is completed, SafeToNet will still be listed under subscription. However, you will now be able to see that the subscription will have been updated to show a ‘Cancels On’ date – this being your confirmation that the cancellation has been successfully completed.

 

 

How do I remove SafeToNet from my parent device?

Running on Android (Non Apple)

To uninstall SafeToNet from an Android device you can either: 1) tap and hold on the SafeToNet’s app on your device and drag it into the uninstall option that pops up on the top right corner of your device; 2) or you can do the following steps: Settings > Apps > SafeToNet > Uninstall.

 

Running on iOS (Apple)

To uninstall SafeToNet from an iOS device please tap and hold on the SafeToNet’s app, enabling an X symbol to appear on the top left corner of the app. Tap the X symbol and the app will be successfully uninstalled from the parent device.

 

 

How do I remove SafeToNet from the child’s device?

Running on Android (Non Apple)

To remove SafeToNet from the child’s device on Android, you must first deactivate SafeToNet as a device administrator. Go to Settings > Security (the name can verify depending on the device) > Device Administrator > Untick SafeToNet.

Now, you can uninstall SafeToNet from your child’s device. To do so, you can either: 1) tap and hold on the SafeToNet’s app on your child’s device and drag it into the uninstall option that pops up on the top right corner of your device; 2) or you can do the following steps: Go to your child’s device> Settings > Apps > SafeToNet > Uninstall.

 

Running on iOS (Apple)

To remove SafeToNet from the child’s device on iOS, you must first deactivate SafeToNet as a device administrator. Go to Settings > General > scroll down and tap on Profile> tap on SafeToNet and disable SafeToNet as administrator.

Now, you can uninstall SafeToNet from your child’s device. To do so, please tap and hold on the SafeToNet’s app on your child’s device, enabling an X symbol to appear on the top left corner of the app. Tap the X symbol and the app will be successfully uninstalled from the parent device.

 

Note: It is important to consider that uninstalling the app from a child’s device will disconnect that child’s device from the parent’s device. Device disconnection can result in significant loss of profile information and statistics collected on that particular device.

How do I remove my child’s device from my parent account?

To remove your child’s device from your account, tap on the child’s device you want to delete from your parent dashboard. Here, tap the device settings symbol in the top right corner, scroll to the bottom of the page and click ‘Delete device’. Confirm the deleting of the child’s device with your account password.

Please Note: Device deletion can result in significant loss of profile information and statistics collected on that particular device.

How can I restore my subscription?

I have cancelled my subscription, but now I would like to continue using SafeToNet. How can I restore my subscription?

 

Google Play Store (Android)

If you wish to restore your subscription after cancelling it, the steps to do so depend on whether your subscription is still active or not. Your subscription stays active until the end of the billing cycle after the cancellation.

If you have cancelled your subscription, but it is still active:

1. Open the ‘Google Play Store’  on your Android device;

2. Check if you’re signed in to the correct Google Account;

3. Tap the Menu (three lines in the top left corner);

4. Tap ‘Subscriptions’;

5. Select the subscription you want to restore;

6. Tap ‘Restore’;

7. Follow the instructions.

You can find more details on this here.

 

If you cancelled your subscription and it is past the end of the billing cycle (your subscription is inactive), you will need to set up your subscription again:

1. Open the SafeToNet app on your parent device, or download the app again if you have uninstalled it;

2. Log in to your SafeToNet account;

3. Follow the instructions on the screen to start a new subscription.

You can find more details on this here.

 

App Store (iOS/Apple)

If you wish to restore your subscription after cancelling it, you will need to set up your subscription again:

1. Open the SafeToNet app (or download it again if you have deleted it);

2. Log in to your SafeToNet account;

3. Follow the instruction on the screen.

 

 

More information on how to manage your account on Google Play Store can be found here and on App Store here.