FAQ: TroubleShooting TeenSafe
At TeenSafe, we are always happy to answer your questions to make your experience using our services easier and more enjoyable. Once you’ve successfully set up TeenSafe, you may have questions about what information you can access and how you can use certain features. Below, we’ve rounded up a list of some of the most frequently asked questions. But, don’t worry if you don’t see your question answered—scroll down to see how you can get in touch with our support team for more assistance.
Will I be able to see what videos my kids watch on YouTube?
It depends on how your child accesses YouTube. If your child watches YouTube videos through the YouTube app, you will not be able to see which videos he has watched. However, if your child uses his web browser to access the YouTube website, you will be able to see a list of the links he has visited. The web browser history will also tell you the date and time of the visit as well as the length of time your child stayed on each page.
How far back can you retrieve deleted messages?
The answer to this question depends on the type of device your child uses. If your child has an Android device, you will be able to retrieve all deleted messages that have been sent or received since TeenSafe was installed. You will not be able to access messages that were exchanged prior to installing TeenSafe.
If your child has an iPhone, TeenSafe can pull any deleted messages that have been exchanged since the phone’s last back-up. Once the device has been backed up, the history of deleted messages is erased and TeenSafe can no longer access this information.
Does TeenSafe work if my kids have their location app turned off?
In order for TeenSafe to work properly, the location feature on your child’s phone must be turned on. To check the status of your child’s location on an iPhone, tap on settings and then scroll down to privacy. The first item listed within the privacy screen is location services. If this currently says “off,” then you will need to activate location services so you can use TeenSafe.
If your child has an Android device, simply tap on the settings app and look for “location” under “personal.” Here you will be able to turn the location services for the device on and off.
In what countries does TeenSafe work?
TeenSafe is currently live in the United States, Canada, Mexico, Australia, New Zealand, and India. If you live outside of these countries, be sure to follow us on social media so you can be the first to know if our services become available in your country.
If your question wasn’t answered above, feel free to reach out to our support team. You can reach us by phone at 1-800-245-8598 between the hours of 6 a.m. and 7 p.m. PST on Mondays through Fridays, and 8 a.m. and 5 p.m. PST on Saturdays. You can also reach our support team by filling out this contact form.