Support
Robin, the NestPatrol help assistant
Ask a setup or how-to question about the Kids App, Parent App, or Web Dashboard. Robin answers from NestPatrol's own guides below - for anything about your specific account, or if an answer isn't enough, use Talk to a person any time.
Reach the NestPatrol support team
Send us your question and we'll reply within one business day.
Guides
Install & Setup Guide
Quick steps with an expandable walkthrough under each one. Start here.
Setup Checklist
Printable. Includes the five tests most parents skip.
Web Dashboard Guide
Every section of app.nestpatrol.com and when to use it.
Parent App Guide
The six tabs and what lives in each.
Kids App Guide
What your child sees, screen by screen.
Tips & Best Practices
Habits of families it works for, plus a where-is-everything table.
Fix the common problems
The shield says protection is off. One of the three required permissions was switched off. Tap the shield on the child’s phone; it opens the fix. The guided steps return automatically until the essentials are back on.
Contacts are not showing on my dashboard. On the child’s phone open Settings and read the “Contact sharing” status line; it states the reason in plain words. Usually the Contacts permission is off, or the phone has not synced yet. If Google Family Link supervises the phone, it can block call protection; remove Family Link supervision, grant the permission, then re-add it.
My child’s message or request says “queued.” The phone had no connection at the moment of sending. It sends automatically as soon as the phone is online; nothing is lost.
Web filtering stopped. Another VPN app on the child’s phone can interrupt filtering; when that happens you get an alert. Remove or disable the other VPN and filtering restores itself on the next sync.
Protection dies when the screen is off. Battery optimization is putting the app to sleep. On the child’s phone: Settings > the Battery optimization step, tap Allow. Some brands (Samsung, Xiaomi) have extra “sleeping apps” lists; add NestPatrol as never-sleeping.
A blocked or deleted contact came back. It should not: deletion is sticky and re-applies at the next sync. If a number keeps returning, restore it, then delete it again from the dashboard, and contact us if it recurs.
I cannot sign in. Use the password-reset link on the login page. If the message does not arrive, check spam, then email us from the account address.
I need to remove a device. Children & Devices, select the device, choose Remove. Confirm on the child device that supervision has stopped.
I think an alert is wrong. Open it, read the confidence level and explanation, and mark it “Not a concern” if that is what it is. That feedback tunes the rules.
I want my data exported or deleted. Privacy & Security in the dashboard, or the account deletion page.
Every feature, and where it is documented
| Feature | What it does | How to use it |
|---|---|---|
| Safety alerts | Flags concerning language on the device with category, severity, confidence, and context | Dashboard guide |
| Screen time & bedtime | Daily limits, bedtime windows, school focus, enforced on the phone | Install guide, step 6 |
| Web filtering | Blocks adult sites in every browser, incognito included, on the device | Checklist test |
| Contacts & Calls | Shows each child’s contact list; approve, block, or delete any number; blocked numbers cannot call | Parent App guide, Activity tab |
| Chat | Plain messages between child and parent, with replies | Kids App guide |
| Requests & approvals | Extra time, breaks, app access, uninstall, each with a reason and your one-tap decision | Parent App guide, Approvals tab |
| Emergency SOS | One tap sends you an alert with location, battery, and a message | Checklist test |
| Location & geofences | Current location, history, saved places, arrival and departure alerts | Dashboard guide |
| Emergency contacts | People you assign; shown on the child’s Help screen, in their phone contacts, and on the lock screen | Assigned in the Parent App guide, Activity tab; shown to the child per the Kids App guide, Help |
| Reports & timeline | Weekly reports, trends, and the Family Timeline of everything in order | Best practices |
| Safety Assistant | AI guidance with your family’s context (Premium Plus) | Parent App guide, Activity tab (Safety Intelligence) |
| Evidence & screenshots | Screenshot evidence with separate per-child consent (Premium and Premium Plus) | Features |
| Wi-Fi safety | Alerts about risky networks the child’s phone joins (Premium Plus) | Features |
Contact us
General and account questions: support@nestpatrol.com. We reply within one business day. Never email passwords, payment-card numbers, or a child’s private content.
Security issues
Use the Responsible Disclosure instructions. Do not include customer or child data in email.
Emergencies
NestPatrol is not an emergency service and does not notify responders. If you believe your child is in immediate danger, call 911 or your local emergency number. For online exploitation, report to the NCMEC CyberTipline at CyberTipline.org or 1-800-843-5678.