How can we help?
Shel™ — Let Them Grow Safely.™.™
Frequently Asked Questions
How do I set up Layer 1 (home network protection)?
Log in to your router's admin panel (usually 192.168.1.1 or 192.168.0.1). Find DNS settings and set Primary DNS to ' + window.location.hostname + '. All devices on your WiFi are protected immediately — no app install needed on TVs, game consoles, or smart speakers.
I forgot my Parent Gate PIN. How do I reset it?
Sign in to your account at ' + window.location.hostname + '/dashboard. Go to Profiles → select your parent profile → Edit → enter a new PIN. Your account password is required to make this change.
Why is YouTube being blocked when I have it set to Allowlist Only?
When a platform is set to "Allowlist Only," only channels you have explicitly approved will play. To allow a channel, go to Social → Channel Allowlist → Add Channel, then enter the channel name and ID.
The bleep engine is catching words that aren't profanity. How do I report false positives?
In the app, tap the flag icon on any bleep event and select "This was a mistake." Your report reduces the confidence score on that flag and queues it for review. Multiple disputes automatically remove the flag.
How do I add a co-parent to my account?
From the parent dashboard, go to Family → Invite Co-Parent. Share the invite link with your co-parent. They'll create their own PIN and have their own Parent Gate access. Co-parent invites expire in 48 hours.
Does Shel™ slow down my internet?
Layer 1 DNS filtering adds less than 5ms to each website load — imperceptible in normal use. The device-level VPN adds less than 2ms for DNS lookups. Video streaming is not routed through Shel™ — only DNS queries are intercepted.
Is my children's data safe?
Child profiles contain only a first name (or nickname) and age group. All audio and visual monitoring is processed entirely on the device — no audio or video is ever transmitted to our servers. See our
full privacy policy for details.
How do I cancel my subscription?
Go to your parent dashboard → More → Billing → Manage Subscription. You can cancel anytime; access continues until the end of your billing period.