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A website is blocked and I think that's wrong

This 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.

If you're looking at an amber "This site looks unusual" screen

You have two ways through:

1. Click "Continue just this once" to visit the site this one time. Scam SafeGuard will still check it again next time you visit.
2. Click "I trust this site — don't ask me again". Scam SafeGuard won't check that exact website again on this device — even if it later turns out to be unsafe — until you remove it in Settings. Other versions of the address, such as with or without "www", are checked separately. This option is hidden if your protection is set to Maximum Protection, and it's hidden if a caregiver has turned on the Lock on this device — either one on its own is enough to hide it. If you don't see it, one of those is the reason (see below).

If you're looking at a red "This site is dangerous" screen — no Lock, not on Maximum Protection

Look for a link that says "I understand the risk — continue anyway." Clicking it asks you to confirm once more before letting you through. If you don't see this link, see the next section.

If you're looking at a red screen and there's no way through at all

This happens either because the Lock is turned on for this device, or because protection is set to Maximum Protection. If so, there is no option to continue past a red screen — this is deliberate, not a fault, not a bug. It's built this way on purpose, because a red screen is reserved for sites we believe are dangerous, and this setting exists specifically so nobody can be talked past it, including by a scammer coaching them on the phone.

You have two options:

1. Open Settings and try lowering your protection level. If it asks you for a PIN you don't have, someone else set this device up — ask them to look into it and change the setting if they agree it's wrong.
2. Email [email protected] with the subject "False positive report" and the website's address. If you're sure the site is fine, we'd like to hear about it.

Emailing us won't unlock the site on your device — it helps us correct the mistake for everyone. There's no 'request unlock' button on this screen.

If you saw this as a notification, or in the toolbar popup

Some warnings don't stop you at a full screen. If a desktop notification appeared after the page had already opened, or you opened the toolbar popup, you'll see slightly different wording and buttons.

• A "Have a closer look" notification or a "Be careful" result may offer "Mark as safe" on some computers. Select it and Scam SafeGuard won't check that exact website again on this device — even if it later turns out to be unsafe — until you remove it under "Trusted sites" in Settings. It may not appear, depending on your settings.
• A "Dangerous" notification or result never offers a trust button. To tell us it's wrong, open the report ("View Report" on the notification, "See full report" in the popup) and select "This looks wrong — let us know." The popup also shows that link itself.

One more thing

Being blocked wrongly sometimes is not your fault, and it doesn't mean anything is broken. It means Scam SafeGuard erred on the side of caution about a website that turned out to be fine. Emailing us about it helps us get better at telling the difference next time.