Support
We aim to reply within two business days. Replies come from a person, in English.
What to include
- Your macOS version (Apple menu ▸ About This Mac).
- Your WebFence version and build (WebFence ▸ About WebFence).
- What you expected, what happened, and roughly when.
- If you can, a diagnostics file: unlock WebFence, open Settings & Diagnostics ▸ Diagnostics ▸ Export Diagnostics…, check what it shows, save it and attach it. You see exactly what's in it before anything is saved, and nothing is sent unless you email it.
- For purchase questions, your order number. Never send us your administrator password; we will never ask for it.
Common questions
- My child got around it. What happened?
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Unlock WebFence and look at the dashboard first:
- A banner saying protection was lost means someone switched the filter off through the Finder Trash dialog. WebFence turns it back on; approve the extension in System Settings when asked. See limitations.
- If it says Protected, check whether your child can sign in to another account that isn't protected, knows an administrator password, or used a different device.
- Look at the allowed sites: a site that shows other sites' content lets through what it shows.
- The dashboard says Needs Approval.
- macOS wants an administrator to allow WebFence again, usually in System Settings ▸ General ▸ Login Items & Extensions. If the WebFence switch there already looks on, turn it off and on again.
- My child's new account hangs when signing in.
- A brand-new account needs to reach Apple at its first sign-in. Stop protecting it, sign in to it once and finish the welcome screens, then protect it again.
- I lost my license key.
- Email us from the address you bought with, or include your order number, and we'll send it again.
- How do I remove WebFence?
- Follow the uninstall steps. Don't just drag it to the Trash.