Help & Support

We're here to help you get the most out of Kidfence.

Getting started

  1. Download the Mac app from kidfence.ai/mac and run the installer.
  2. Follow the setup wizard to create a kid account and approve the Kidfence configuration profile (one approval, the same kind schools use). The wizard then turns on the system extensions and browser lockdown for you.
  3. Install the iOS app on the parent's iPhone and scan the QR code the Mac shows at the end of setup. You can pair later too: open Kidfence from the Mac's menu bar to find the code again.
  4. Chat with Kidfence from your phone: "block Roblox", "allow Khan Academy", "show me today's report".

Common questions

The Mac app says "Background service offline"

The Kidfence background service isn't responding. This is normal for a few seconds while an update installs, and it clears on its own. If the banner stays for more than a couple of minutes, restart the Mac. If it's still offline after a restart, re-run the installer from kidfence.ai/mac; it keeps your pairing and rules. Still stuck? Export a diagnostic log (below) and email us.

Do I need to approve anything after an update?

Usually not. Kidfence updates itself in the background, and on Macs set up with the Kidfence configuration profile (the default) there is nothing to approve. If you chose the manual setup instead, macOS may occasionally ask you to allow a system extension change with Touch ID or your admin password, and may ask for a restart. That only happens when the extensions themselves change, which is rare; routine updates never prompt. If an approval is waiting, the Kidfence app on the Mac shows it, and your iPhone gets a notification.

Browser lockdown shows "Managed prefs missing"

Chrome needs to be restarted after Kidfence installs its managed preferences. Quit Chrome completely and reopen it. If the issue persists, click "Retry" in the Kidfence app.

I forgot my admin password

Kidfence uses your Mac's admin account password for parent verification. If you've forgotten it, reset it through macOS Recovery (restart and hold Command+R) or through your Apple ID if FileVault is enabled.

How do I uninstall Kidfence?

Open the Kidfence Mac app, click the gear icon in the top-right corner, and choose "Uninstall Kidfence…" (it's also in the Kidfence menu bar icon). You'll need to enter an admin password. macOS may also ask you to approve deactivating system extensions.

My iPhone isn't receiving activity reports

Make sure the Mac is connected to the internet and the Kidfence app shows "Connected to server" in the header. Reports are sent on-demand when you ask for them in chat (e.g. "show today's report"). If the connection status shows "Server not connected", the Mac is enforcing rules locally but can't relay reports until the connection is restored.

Exporting diagnostic logs

If you need to report a bug, export a diagnostic log from the Mac app:

  1. Open Kidfence on the Mac.
  2. Click "Show details" at the bottom of the window.
  3. Click "Export Logs" and save the file.
  4. Include the Diagnostic ID (shown at the bottom of the app) and the exported log file when contacting support.

Contact us

Email us at [email protected] and include:

For more on what your Kidfence ID is and how it works, see Your Kidfence ID. The three identifiers, three jobs section is the quickest way to keep them straight: the Kidfence ID is what you say out loud, the Apple ID link is for recovery, and the cryptographic keys stay in the background.

For anything that changes ownership of your family (transferring ownership, future device-loss recovery), we ask you to confirm your identity inside the app instead of by email. Open Kidfence on your iPhone, tap Settings → Account & Pairing → Apple ID, and we'll see your confirmation within about 30 seconds. There's nothing to type and no password involved. Apple verifies it's you, and we respond to your email from there. Email alone (including Apple's @privaterelay.appleid.com addresses) isn't enough proof for these actions because anyone could send a message claiming a handle.

Legal