Support centre
Setup, filtering, apps, carriers, orders, shipping, returns, warranty and the things that break. If the answer here does not fit your situation, call — we would rather talk than have you guess.
New phone setup
It arrives configured. Insert the SIM if you brought your own, power on, make a test call.
Get an app unblocked
Call or text with the app name and the phone number. Most changes are pushed while you wait.
Port a number
You need your account number and transfer PIN from the old carrier. We do the rest.
Track an order
Tracking appears in your account under Orders as soon as the label is made, and we text it too.
Buying a phone
How do I know which phone to get?
Answer six questions in Help me choose and you will get one recommendation with the reason behind it. If you would rather talk it through, call and we will do it in five minutes.
Can I keep my current number?
Yes. Bring your account number and transfer PIN from your current carrier and we will port it. Porting usually completes in under an hour and we do it before you leave.
Do you sell phones without a camera?
Yes. On several models the camera is physically absent; on others we disable it in the configuration so it cannot be re-enabled from the phone. Tell us which you want at checkout.
What does the price include?
The handset, our configuration and testing, and the setup card with a direct number. Filter subscriptions and service plans are priced separately and shown on the product page.
Setup
Does the phone arrive ready to use?
Yes. Every phone is configured, filtered and tested before it ships. If you bought a plan from us the SIM is activated too — power it on and make a call.
How long does setup take in store?
Most setups are 20 to 30 minutes, including porting a number and moving contacts. Filtering a device you already own is usually same day.
Can you set up a phone I bought somewhere else?
Yes — that is the filter installation service, $49. Bring it in or mail it to us and we will send it back configured with a prepaid label.
Will you move my contacts?
Yes, included. Bring the old phone or its SIM. If the old phone is dead we can usually still pull contacts from the SIM or a carrier backup.
Filtering & apps
Which filters do you work with?
TAG, Livigent, Gentech and our own managed filter. If your school or Rov requires a specific one, tell us and we will use it.
Can the filter be removed?
Not from the phone. On iPhone we use a supervised management profile; on Android, device-owner enrolment that survives a factory reset. Changes go through us.
How do I get an app added?
Call, text or email. Most requests are done while you are still on the phone. There is no charge for app changes on a filter subscription.
Can I get a report of what is on the phone?
Yes. Parents and organisations can ask for a device report showing the installed apps and the filter categories in force.
Carriers & service
Which carriers do these phones work on?
Verizon, AT&T, T-Mobile, Mint, US Mobile and most resellers on those networks. Every phone we sell is unlocked unless you ask us to lock it to a plan.
Do I have to buy service from you?
No. Buy the phone and keep your carrier. Our managed plan exists because some people would rather have one bill and one number to call.
What if I have no coverage at home?
Tell us your zip code before you buy. We will tell you which of the three networks actually works there rather than guessing.
Orders & shipping
How fast do orders ship?
Standard shipping is $9 and arrives in 3 to 5 business days. Express is $24 and arrives the next business day. In-store pickup is free and includes setup.
Where do you ship?
The United States, Canada, Israel and the United Kingdom. Orders outside the US ship unconfigured for service but fully filtered.
Can I track my order?
Yes. Tracking appears in your account under Orders as soon as the label is created, and we text it to you.
Returns & warranty
What is the return policy?
14 days on handsets in original condition. Filter subscriptions can be cancelled any time and are prorated. Setup labour is not refundable once the work is done.
What does the warranty cover?
The manufacturer warranty on the hardware — one year on most handsets — plus our own guarantee on the configuration for as long as you are a customer.
The phone broke. What now?
Call us first. If it is a warranty fault we handle the claim for you. If it is a cracked screen we will quote the repair and give you a loaner while it is out.
Troubleshooting
Apps stopped working after an update
Usually the filter profile needs re-pushing. Call and we can push it remotely — you do not need to bring the phone in.
I am not receiving texts from a group
Group messaging on some kosher handsets needs a carrier setting changed. It takes about two minutes over the phone.
The phone says no service
Restart it once, then call us. If the SIM has failed we will replace it free within the first year.