Find an answer, fast

Getting started

• How do I install Scam SafeGuard on Chrome?You install it from the Chrome Web Store, the same way you'd install any Chrome extension — it takes about a minute.
• How do I pin the shield so I can always see it?Pinning puts the Scam SafeGuard shield icon on Chrome's toolbar, so it's always visible near the address bar.
• How do I tell if Scam SafeGuard is switched on and working?Click the shield icon in your toolbar — if it opens a window showing your protection is active, it's working.
• The shield isn't showing up — how do I fix it?This is almost always one of three things: the extension isn't pinned, Chrome needs a restart, or you're in the wrong Chrome profile.
• How do I restart Chrome (and why does it help)?Closing Chrome completely and opening it again clears up most small glitches, including ones affecting Scam SafeGuard.
• How do I clear my cache and cookies?Clearing your cache and cookies clears out old, stored copies of websites that can sometimes cause a page to look or behave wrong — it's a normal Chrome setting, not something specific to Scam SafeGuard.
• Chrome profile problems — how do I check I'm in the right one?Chrome can have more than one "profile" on the same computer (for example, one for you and one for a family member), and an extension installed in one profile won't show up in another.

Warnings and blocked sites

• What does the amber "This site looks unusual" screen mean?It means Scam SafeGuard found something about this website that doesn't look quite right, but it isn't sure the site is dangerous — so it's asking you to pause and check before going ahead.
• What does the red "This site is dangerous" screen mean?It means Scam SafeGuard believes this website is dangerous — for example, it may match a known scam site. Depending on your settings, you may be able to continue after an extra confirmation step, or there may be no option to continue at all.
• A website is blocked and I think that's wrongThis happens sometimes — no automated check gets it right every time, and it's not something you did wrong. What you can do next depends on exactly what's on your screen, so check the colour first.
• How do I let a website through that I know is safe?If you're on the amber warning screen for that site, there may be a one-click option — it's hidden if Maximum Protection or the Lock is on. Otherwise, you can manage it from Settings.

The Lock

• What is the Lock, and should I use it?The Lock (called "Caregiver Lock" in settings) stops the protection settings on someone's device from being switched off without a 4-digit PIN that only you know.
• How do I turn the Lock on?You set the Lock up from Settings by choosing a 4-digit PIN — it takes about a minute.

Trusted Contact

Trusted Contact is available on Premium and Family plans — it isn't part of the free plan or the 14-day trial.

• How do I set up a Trusted Contact?Trusted Contact is a Premium or Family feature. If you're on the Free plan, you won't see the setup form — you'll see an upgrade screen instead, which is expected, not a fault. Once you're on Premium or Family, it takes a couple of minutes to set up.
• How do I change or remove a Trusted Contact?You can remove a Trusted Contact at any time from Settings — there's no need to ask them first.

Payments and trial

• What do I need to know about my subscription, payments, and refunds?Your payment is handled by Paddle, our payment provider — your subscription, receipts, and cancellation are all managed through the link in your Paddle receipt email.
• What happens after your 14-day trial?Your core link protection stays free forever — the trial only affects a couple of extra features, and only if you haven't subscribed by day 14.
• How do I cancel my subscription?You can cancel your subscription yourself through Paddle — it takes a few clicks and a quick email verification, or you can email us and we'll do it for you.