Support

Contact us

For help with the apps: info@pairedparent.com

For privacy questions, or to ask us to delete what we hold: privacy@pairedparent.com

Confirming you're an adult

Why am I asked to confirm I'm an adult?

For a child under 13, US law asks us to check that the parent setting up supervision is an adult. For a child aged 13 to 17 you are not asked.

Who does the check?

Kids Web Services, a service of Kids Web Services Ltd, part of Epic Games. It emails you a link, and you confirm on its page with a credit or debit card or your Social Security number. Paired Parent never sees either.

Why is there a 5-cent charge on my card?

That is how a card check works. The 5 cents is refunded to you, usually within 7 to 13 business days. It is not a payment to us.

I didn't get the email.

Check your spam or junk folder for a message from Epic Games or Kids Web Services. In the app, the "Check your email" screen shows whether it was sent, and has Send it again if it was not. You can ask a few times an hour.

What happens if I don't confirm?

For that child, web filtering, Location and Places stay off, and problem reports and your judgements on alerts are not sent to us. Everything else works. You can confirm at any time from the banner on the app's main screen.

How do I withdraw it?

In the parent app, open Advanced, then Parent verification, then Withdraw verification. It works the same as never confirming, and you can confirm again whenever you like.

My child had a birthday.

In the parent app, open Advanced, then Change the child's age.

Your subscription

How do I cancel?

Email info@pairedparent.com from the address on your account. Your cancellation takes effect for billing on the day we receive it, and any renewal charged after that is refunded. Supervision continues until the end of the period you have paid for. Cancel during a free first month and you are not charged.

I have a code for a free first month.

Enter it at checkout. Your card is collected then but not charged until a month later, at the plan's full price. Cancel before the month ends and you are not charged.

Can I get a refund?

A period already paid for is not refunded when you cancel. If you set up your child's own phone and the setup cannot be finished, write to us with your setup code and we will help you or refund your order. The terms of use have the details.

I'm setting up my child's own phone at home.

Paired Parent Connect, on a Windows or Mac computer, shows each step and checks the phone before it changes anything. If the setup can't finish, it offers to put the phone back the way it was. Write to us with your setup code if you get stuck.

Other questions

How do I report a problem?

In the parent app, tap the menu at the top right, then Report a problem. You can read the whole report before it is sent.

How do I delete what you hold about my family?

Removing or releasing a phone deletes its pairing from our servers. Delete My Data, in the parent app under Advanced, deletes every problem and crash report your phones have sent us, straight away, but only while the pairing still exists, so use it first. For anything else, write to privacy@pairedparent.com. The privacy policy explains what is kept, and why.

Can my child see that the phone is supervised?

Yes. Supervision is announced on the child's lock screen for as long as the phone is supervised, and explained on their phone when it is set up. It is never hidden.