Support
Email the right address below and a person on the LockedWeb team replies, usually the same day.
Email us
Technical & account help
Setup, adding devices, protection status, blocked sites, removal and unlock questions.
support@lockedweb.comBilling
Payments, invoices, plan changes, cancellation, and the 30-day money-back guarantee.
billing@lockedweb.comWrite from the email address on your account, or name it in the message, so we can find you. Not sure which address? Use support@lockedweb.com and we’ll route it.
If something isn’t working, attach a report: choose Save a report for support in the LockedWeb app on the device, or on your dashboard for an iPhone or iPad. It lists your system version, your LockedWeb version and what each part of the protection is doing — never your password, your removal code, or anything you’ve visited.
Devices & setup
How do I add a device?
Open your dashboard, choose Add a device, pick the platform, and follow the walkthrough. Protection starts as soon as the device pairs, and the Devices table shows it as enforcing.
A device shows “degraded”, or has never checked in
That means the device hasn’t reported healthy protection recently — most often the setup was left unfinished, or the device has been offline. Run that platform’s setup again from Add a device.
Still degraded? Email support@lockedweb.com with the device name and platform and we’ll work it out with you.
How many devices does my plan cover?
The Devices heading on your dashboard shows slots used against your account’s limit, and removing a device frees its slot. Need a higher limit — a large family, say? Email support@lockedweb.com.
Blocking
A site is blocked that shouldn’t be
Send the exact address to support@lockedweb.com. We review it, and a genuine miscategorization gets fixed for everyone.
Core protection — porn, SafeSearch, and DNS-bypass domains — is the one thing that stays blocked. That part isn’t reviewable, by design.
Can I block extra sites myself?
Yes. Add them under Blocked sites on your dashboard. Blocks are per account, so one applies to every device on it, and adding is instant.
Removing one of your own blocks takes the same 72-hour wait plus a one-time code as anything else.
I added a site and it still says “rolling out”
A block reads rolling out until it is confirmed live on your devices, then switches to blocked. If it hasn’t switched after a few minutes, email support@lockedweb.com.
Removing & unlocking
How do I remove LockedWeb from a device?
Request it in the Devices table on your dashboard. That starts a 72-hour wait. When the wait is over, the dashboard gives you what the device needs to finish — a one-time code, or a released confirmation — and walks you through the last steps.
Every time, for everyone. There is no disable and no pause.
Can support shorten the 72 hours or give me the code early?
No. Nobody at LockedWeb holds an early code, and there is no control anywhere that shortens the wait. Support can confirm a request is open and tell you where it stands — that is the whole of it. A delay you could talk your way out of wouldn’t be a delay.
Does signing out turn protection off?
No. Signing out of the dashboard ends this browser session and nothing else. Removing LockedWeb is the 72-hour uninstall on the device itself.
How do I remove my accountability partner?
Once a partner accepts, you can’t remove them yourself. Use Ask to step down on your dashboard and we’ll email them a link — only they can end it. An invitation that was never accepted you can cancel at any time.
Billing
Update my card, get an invoice, or switch plan
Manage billing under Account & billing on your dashboard opens your billing portal, where you can change your card, download invoices, and switch between monthly and yearly. Anything it doesn’t cover: billing@lockedweb.com.
I’d like a refund
Within 30 days of your first charge, one email to billing@lockedweb.com gets that charge refunded in full. No forms and no exit interview.
If I cancel, is LockedWeb removed from my devices?
No — cancelling stops future charges, and that is all it does. Removing LockedWeb is the separate 72-hour uninstall on each device.
If you’re cancelling because you want it gone, start the removal on every device now, so the 72 hours finish before your paid time runs out.
Privacy
Do you keep my browsing history?
No. LockedWeb doesn’t collect your browsing history or the full addresses you visit, so there is nothing about your browsing for support to see or discuss.
What we do hold, and how to ask for it or have it deleted, is in the Privacy Policy. Data questions go to privacy@lockedweb.com.