SafeSurfContact us
Email support@safesurf.live and include the email address you use with SafeSurf and the type of device (iPhone, iPad, Android, Windows, Mac or Chromebook). We aim to reply within one business day (Australian time).
For privacy questions, email privacy@safesurf.live or read our Privacy Policy.
Getting started
How do I set SafeSurf up?
Install the SafeSurf app on your own phone, create a parent account, add your children, then install SafeSurf on each child's device and link it with the code or QR code shown in your app. Filtering starts as soon as the child's device is linked.
Which devices are supported?
iPhone and iPad (iOS 16 or later), from the App Store. Apps for Android, Mac and Windows are coming; the Downloads page shows what is available. SafeSurf can also protect your home network, for game consoles and smart TVs.
Plans and subscription
Which plans are there?
- SafeSurf Silver: one child and one device.
- SafeSurf Gold: any number of children and up to 10 devices.
Each plan is monthly or annual, and the App Store or Google Play shows its price in your currency before you subscribe. Devices are all the protected devices in your family: your children's devices and shared family devices together. Your home network and co-parents don't count. One subscription covers every parent and co-parent in your family, whichever of you subscribes and on whichever platform.
Is there a free trial?
New subscribers get a 7-day free trial on either plan. The trial and the first charge are handled by the App Store or Google Play; you can cancel during the trial and you won't be charged.
How do I move between Silver and Gold?
In the SafeSurf app, open Settings → Subscription and choose the other plan. Moving up to Gold takes effect straight away; moving to Silver takes effect at your next renewal.
What if my family has more children or devices than my plan covers?
Every device you already have stays protected. You can't add another child or device until you remove one or move up to Gold.
How do I cancel?
Subscriptions are managed by the store you subscribed through:
- iPhone or iPad: Settings → your name → Subscriptions → SafeSurf, or Manage subscription in the SafeSurf app.
- Android: Google Play → your profile → Payments & subscriptions → Subscriptions → SafeSurf, or Manage subscription in the SafeSurf app.
Refunds are handled by Apple or Google under their refund policies.
I changed phones or reinstalled the app
Sign in, open the subscription screen and tap Restore purchases. Your family's access is linked to your SafeSurf account, so a co-parent's subscription covers you too.
What happens if the subscription ends?
The parent app asks you to renew and settings can't be changed. Your children's devices keep their filtering for 14 more days, and we remind you before it stops. After that, protection is paused until you renew; it resumes straight away when you do.
Friends and family access
Some families have free access that we've arranged with them directly. If that's you, the app shows Free (friends & family) and you never need to subscribe.
Delete your account
In the app: open the SafeSurf parent app → Settings → Delete Account and confirm.
Without the app: email privacy@safesurf.live from the email address you signed up with and ask us to delete your account. We confirm by reply.
Deleting your account removes your family's account details, children, devices, settings and activity history; it is permanent. All associated data is deleted within 30 days. A SafeSurf Silver or Gold subscription is billed by Apple or Google, so cancel it in your App Store or Google Play account as well (see Plans and subscription).
Troubleshooting
A child's device isn't being filtered
- Open SafeSurf on the child's device and make sure protection is switched on and the VPN permission was allowed.
- Android: turn on Always-on VPN for SafeSurf (Settings → Network → VPN → SafeSurf). Leave Block connections without VPN off, and set Private DNS to Off or Automatic.
- iPhone and iPad: in Settings → VPN, SafeSurf should show as connected.
- Check the device appears as protected in your parent app (Devices).
A site is blocked that shouldn't be (or the other way round)
In the parent app, open the child's activity, tap the site and choose Allow or Block. Changes reach the child's device within a minute.
I forgot my password
Email support@safesurf.live from the address you signed up with and we'll help you get back in.