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Turn the VPN app off on that device. LockedWeb reconnects on its own, usually within a minute, and the dashboard updates at the device’s next check-in. There is nothing to reinstall.

Expected, not a fault. VPN apps are blocked by default on every LockedWeb account, so the app can’t sign in or refresh its server list, and anything you were running through it stops.

If your household relies on a VPN for work or streaming, open Ask us to unblock a site on your dashboard, choose A VPN app, and pick yours. We’ll tell you what we can allow for your account, usually the same day. If your VPN isn’t on the list, email support@lockedweb.com from your account email with its name and the devices it runs on. Once it is allowed, quit and reopen the VPN app.

The device reported that someone tried to remove LockedWeb. Likely removed means it hasn’t checked in since.

If you removed it on purpose, remove the device from your account too, so its slot frees up. If it should still be protected, run that platform’s setup again from Add a device.

A device that is switched off, out of battery, or offline can’t check in, so this often means nothing at all. If it is in daily use, open LockedWeb on it: on Android, finish anything the setup list still shows; on Windows or Mac, the app says whether protection is on.

An iPhone or iPad set up with the profile alone doesn’t show a check-in time. That is expected.

Open LockedWeb on that device. It shows what it needs, and the entries below cover the common cases. Once the device reports healthy again the dashboard clears on its own; there is no separate all-clear email.

A new block reads rolling out for a few minutes first. After that, quit and reopen the browser: a page it already had open can stay in its memory until then. Still loading after ten minutes? Email support@lockedweb.com with the address.

If a VPN app is running, turn it off. The internet and protection return on their own within about a minute.

No VPN, or still nothing after a minute? Restart the PC. If that doesn’t fix it, click Save a report for support in LockedWeb and email it to support@lockedweb.com.

Windows can hold on to the network setting LockedWeb used. Open Settings → Network & internet → Wi-Fi (or Ethernet) → your connection → Hardware properties → DNS server assignment: Edit → choose Automatic (DHCP) → Save.

Generate a fresh code from Add a device → Windows on your dashboard and try again. If it still won’t pair, click Save a report for support on that same screen and email the file to support@lockedweb.com. That report is what we need to see.

Expected. One account pairs the PC, and every account on it is protected. The other accounts see the status, and nothing to set up.

Restart the PC and run the installer again. If it still refuses, email support@lockedweb.com with a report. Don’t remove LockedWeb to update it — updates install over the existing version.

Safari doesn’t open profiles by itself. Open Downloads, double-click the LockedWeb file, then finish in System Settings → General → Device Management (called Profiles on older versions). Delete the downloaded file afterward — it isn’t needed again.

Expected. LockedWeb works above that setting, so it doesn’t change. The LockedWeb app is where to check that protection is on.

Allow LockedWeb under System Settings → General → Login Items & Extensions (macOS 15 and later) or Privacy & Security (earlier versions). The app picks it up on its own once it is allowed.

Use a standard (non-admin) account for everyday browsing. Our guide walks through creating one or converting yours: Set up a standard account.

Open LockedWeb. If the setup list shows Get this phone back online, tap it: it opens Android’s VPN settings, where Block connections without VPN next to LockedWeb must be off. Leave Always-on VPN on. The phone is back online as soon as that switch is off.

If the list doesn’t show that step, restart the phone, then open LockedWeb again.

Approve the prompt the app shows. Then finish the setup list: Always-on VPN and background access are what keep protection running after a restart without you opening the app.

Usually the phone’s battery settings are putting LockedWeb to sleep. The fix depends on the brand:

Samsung: Settings → Battery → Background usage limits → Never auto sleeping apps → + → LockedWeb. (Older One UI: Settings → Device care → Battery → Background usage limits.)

Xiaomi, Redmi, POCO: Settings → Apps → Manage apps → LockedWeb → turn on Autostart, and set Battery saver to No restrictions.

OnePlus, OPPO: Settings → Apps → Auto-launch → LockedWeb, and Settings → Battery → Battery optimization → LockedWeb → Don’t optimize.

Pixel, Motorola and most others: Settings → Apps → LockedWeb → App battery usage → Unrestricted.

If a battery switch is already off and greyed out, that’s fine — tap I’ve done this on that step in the app.

Expected for an app installed outside the Play Store. Choose Download anyway and Install anyway. You don’t need to scan or download it again.

Those phones don’t offer the scanner during setup. Use the USB helper instead: Add a device → Android on your dashboard shows it as the alternative.

That’s the Maximum profile on an iPhone the Setup app hasn’t finished with yet, or a link opened on a different iPhone. Run the LockedWeb iPhone Setup app from your Windows PC or Mac through to its Install your profile step and follow it.

On iOS 27 the app starts with a backup and a reset of the iPhone: that is the only way Apple lets a phone be supervised, and supervision is what makes the Maximum lock. On iOS 26 or earlier nothing is erased. Prefer no reset and no computer? Choose Standard under Add a device → iPhone on your dashboard.

Unlock the phone and tap Trust when it asks. Connect one phone at a time, and use a cable that carries data — some charging cables don’t. Turn off Find My and Stolen Device Protection for the setup, then turn them back on. If the helper still stops, click Save a report for support in it and email the file to support@lockedweb.com.

On an iPhone set up with Maximum protection, resetting is switched off while the LockedWeb profile is installed. Remove the profile first, and Erase All Content and Settings works as usual.

Request removal for the iPhone in the Devices table on your dashboard. After the 72-hour wait, the dashboard gives you a one-time code. On the iPhone, open Settings → General → VPN & Device Management, tap Filtered DNS (LockedWeb), then Remove Profile, and enter the code when it asks for the removal password. Then reset the iPhone.

That line is a label, not LockedWeb. Filtering ended when the profile was removed with your code, and LockedWeb has no connection to the phone any more. To clear the label as well, download the LockedWeb uninstaller from your dashboard’s removal guide and follow it — that part is optional.

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 Protected.

Yes. Book a 15-minute setup call and a person on our team sets up one device with you. You tell us the device and where you’re stuck, get a short list of what to have ready, then pick a time.

For an Android phone on Maximum, or an iPhone on Maximum running iOS 27, back the phone up before the call: that setup resets it.

Needs attention means the device hasn’t reported healthy protection recently. The reason next to it (“another VPN is active”, “filtering turned off”, and so on) has its own entry under Something’s not working above.

Waiting for first check-in means the device paired but hasn’t reported in yet. Open LockedWeb on it and finish anything its setup list still shows; if the setup was never finished, run that platform’s setup again from Add a device.

Still flagged? Email support@lockedweb.com with the device name and platform and we’ll work it out with you.

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.

Open Ask us to unblock a site on your dashboard. If what you need is in the list, picking it unblocks it for your account right away. For anything else, choose Another site: a person reviews it and emails you the decision, and nothing changes until then. A genuine miscategorization gets fixed for everyone. If you later want it blocked again, use Block it again on that request’s row — that takes effect right away.

Core protection — porn, SafeSearch, and DNS-bypass domains — is the one thing that stays blocked. That part isn’t reviewable, by design.

That one is deliberate. All three host explicit content that can’t be filtered apart from the rest, so images and video are blocked on them by default. Text, posts, comments and links work as always.

You can have them back. Open Ask us to unblock a site on your dashboard and pick the one you want — it applies to your account right away. Changed your mind? Block it again on the same row puts the block back, right away.

YouTube runs in Restricted Mode on every account. That hides every comment — including your own, if you post videos — and some videos with it.

If it gets in your way, pick YouTube without Restricted Mode under Ask us to unblock a site on your dashboard, and it applies right away. Restricted Mode is YouTube’s own filter rather than ours, so lifting it leaves what YouTube shows up to YouTube.

Torrent and piracy sites are blocked by default, mirrors and proxies included, and so are the file-sharing services most used to pass explicit material around.

If you need one for your account, open Ask us to unblock a site on your dashboard, choose Another site, and a person reviews it.

LockedWeb doesn’t block Netflix, Hulu, Disney+ or any other streaming service. What it blocks by default is the VPN app, so a show you were watching through one stops when the VPN can no longer connect.

Ask for the VPN under Ask us to unblock a site on your dashboard (choose A VPN app), and we’ll tell you what we can allow. If it isn’t on the list, email support@lockedweb.com from your account email with its name and the devices it runs on. Whether a service plays a particular title through a VPN is up to that service, not LockedWeb.

No. LockedWeb blocks adult sites across every app and browser on a protected device, but it can’t reach inside a streaming or social app to filter what that app chooses to show you.

Those apps have their own parental controls, and there is a guide for each one: step-by-step guides for each service.

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.

Yes, the apps as well as the websites, on iPhone, iPad, Android, Windows and Mac. Under Blocked sites on your dashboard, pick the app under Block an app: Instagram, Facebook, TikTok, Snapchat, X, YouTube, Reddit, Pinterest, Discord or Threads. It is blocked on every device on your account.

Unblocking an app later takes the same 72-hour wait plus a one-time code.

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.

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.

Not to reach a blocked site. Nobody at LockedWeb holds an early code for that, and a delay you could talk your way out of wouldn’t be a delay.

The Terms carry one narrow exception, for a technical fault rather than a change of mind: in an account’s first 7 days, if LockedWeb itself is malfunctioning on a device — breaking the internet on it, or a program you need — support can verify that and release that one device early. Email support@lockedweb.com with what happened, when you installed, and which device. Your accountability partner is told, the same as any other change.

No. Signing out of the dashboard ends this browser session and nothing else. Removing LockedWeb is the 72-hour uninstall on the device itself.

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.

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.

Email billing@lockedweb.com within 30 days of your first charge. We refund that charge in full once LockedWeb is removed from every device on your account: request removal for each one in the Devices table on your dashboard, and when the 72-hour wait is over, finish the removal and uninstall LockedWeb.

The removal can finish after day 30, as long as you asked within it. If a device is lost or broken, tell us when you write. The refund ends your subscription.

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.

You earn 30% of everything someone you refer pays in their first year, on either plan. Sign up from Refer a friend on your dashboard, or read the terms first at lockedweb.com/partners.

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.