Frequently Asked Questions

Find answers to questions you have and some you hadn’t thought to ask (but still want to know the answer to).

What does The CleanerNet do?

The CleanerNet is a cloud based internet management system. It provides the administrator/s access to a variety of tools and features that they can use, at their own discretion, to limit or block the type of content that each member of their household can access online and the times in which it is available to them. When paired with The CleanerNet App these limits will work no matter where the device goes or what network it is connected to.

What devices work with The CleanerNet?

If it’s on your network, we’ve got you covered. That means any device connected to your router (WiFi or wired) such as: desktops, laptops, tablets, e-readers, iPods, iPhones, Android Devices, Blackberry phones, Windows phones, video game consoles (PlayStation, Xbox, etc.), Smart TVs, streaming media players (like Roku), AppleTV…need we say more?

Does The CleanerNet require a subscription?

When you purchase a  CleanerNet Router or Mini you get one year of unlimited coverage for all of the devices in  your home and any mobile devices that are part of the account.  If you would like to keep The CleanerNet services after the year of service is up  you may renew your subscription on a month-to-month or annual basis and cancel at any time thereafter.

I already set rules. Why do I need CleanerNet?

The internet has transformed nearly every aspect of modern-day life. We communicate, shop, work, learn, and consume limitless amounts of data and media every single day. The problem is that with all the convenience, positive, and productive tools the internet affords us, there is an equal amount of destructive, dangerous, and potentially deadly content that is less than a few clicks away from anyone using a connected device.

We created The CleanerNet because we wanted to give our clients the ability to enjoy all the positive things the internet has to offer while at the same time minimizing, or even eliminating, access to those things online that can be harmful or destructive. What is or is not permitted online in your home is left completely up to you. We just want to give you all the tools that you need to manage internet access in a way that works best for you and your family.

Is there a limit to the number of connected devices?

Nope. We don’t limit the number of devices you can manage with CleanerNet.

What if my clever teenager deletes his browsing history?

No worries. The History tab in the CleanerNet interface displays all websites visited, even if a device’s browsing history has been cleared. You can’t be fooled!

How secure is CleanerNet?

No worries — privacy is super-important to us, so we go to great lengths to ensure your security. CleanerNet uses the latest encryption technologies and a built-in secure firewall to protect your network.

Who should the account administrator be?

This decision is totally up to you and what works best in your household. Generally a parent or responsible adult is the account administrator since they are the ones who control the CleanerNet Settings but anyone with the administrator’s email and password may access them.  

Does CleanerNet capture sensitive information from my internet communications (such as my bank)?

Nope, not happening! The only transmitted data we capture is the name of the website visited (or blocked), so we can securely report it to you. We believe in protecting your sensitive information, not invading your privacy.

What smartphone should I get for my child?

There are a lot of great phones on the market today however the iPhone is the only one that has built in parental locks and time management. To learn how you can utilize these security features check out our Apple Tutorial here.

What do I need to make The CleanerNet work in my home?

If you already have an existing internet connection in your home then you’re all set. Simply subscribe and we will send you everything you need to activate your account. If you are changing service providers or are interested in upgrading your network, then you may want to consider one of our CleanerNet Certified Routers instead.

What is a CleanerNet Certified Router?

A router is a device that connects other internet enabled devices in your home to the internet and to each other. Many routers also include WiFi so devices can connect wirelessly if a network cable isn’t available. A CleanerNet Certified Router has our time and content management software built in so the service can never be tampered with or disabled without access to the router settings.

Do I need to replace my router?

In most cases the answer is No. Your existing router and network equipment will work fine with the CleanerNet Service but there are some routers that do not work. If your existing router is listed here then please consider purchasing one of our CleanerNet Certified routers instead.

What happens if someone removes the Mini from my router?

Once the CleanerNet Mini is removed from your router an email notification is sent to the administrator to let them know that the service has been disconnected. The CleanerNet filtering and time management will cease until the Mini is plugged back in.

NOTE: If you want to ensure that The CleanerNet is always on and running in your home please consider using one of our certified CleanerNet routers instead.

Who is "the administrator"?

The administrator is the person who sets up the subscription and controls the settings on The CleanerNet for their household.

Who should the account administrator be?

This decision is totally up to you and what works best in your household. Generally a parent or responsible adult is the account administrator since they are the ones who control the CleanerNet Settings but anyone with the administrator’s email and password may access them.  

I'm not a technical person; will I be able to use CleanerNet?

You betcha! We designed this system for you…making it as easy and intuitive as humanly possible. We’ll bring all the cool technology, you just bring your awesome self.

Can I see what's happening at home from my computer at work?

Yep. Even better: with our web interface you have CONTROL and VISIBILITY of your home network from anywhere you have an internet connection. So, if you really wanted to, you could turn off Junior’s access to the web from afar, any time, with or without warning. [Insert wicked cackling.]

Are website visits logged when using a private browsing session (such as Chrome's "incognito" mode)?

Absolutely. If it goes through the router, it’s part of your report. We give you VISIBILITY to all websites visited when using a private browsing session, and even after clearing the browsing history. No making end runs around this system!

My family gives out our WiFi password to friends and visitors. Can I control their experience while they're on my network?

You sure can —  and knowing that you have visibility will hopefully help them make better online choices! (You might want to give them a heads up.)

Is CleanerNet an internet service provider (ISP)?

No…our system works with your current internet service provider (ISP) and their required hardware.

Will The CleanerNet App work on my device?

The CleanerNet will work on both Android and iOS  smart phones and tablets and is compatible with all computer operating systems.

How do I install The CleanerNet App?

We recommend that the account administrator install The CleanerNet App on the devices they want to protect so the account can be set up properly. Go to the App Store or Google Play Store and search for “CleanerNet” ( all one word).  Once the app is installed it will prompt you for the account name (administrator’s email) and password. After you have logged in it will ask you to enter a four-digit security code. This security code will protect the app from being disabled from the device it is being installed on.

NOTE: If you are installing this on an iPhone or iPad we recommend you enable the “cannot delete app” feature.  For instructions on how to do this please visit our Apple Support page here.

Can The CleanerNet App be deleted from a device once its installed?

Unfortunately you cannot develop an app that cannot be uninstalled from a device. As a result, we have done our best to take various security measures to prevent this from happening without the account administrator’s consent. If the app is deleted from a device the administrator will receive an e-mail letting them know that it was removed so action can be taken if necessary. If the user is on an iOS device we recommend that the “cannot delete app” feature be enabled so The CleanerNet app can’t be removed without a passcode.  For instructions on how to set up this feature on your Apple device click here.

What do I do if I no longer want The CleanerNet?

When you subscribe to the CleanerNet your service is active for a period of one year. After that you may choose to renew on a month to month subscription plan or pay for another year up front at a discounted price. With either of these options you may cancel the service at any time however the subscription will continue until the end of the next billing cycle. To cancel your subscription simply log into your portal and update your subscription settings.

Do I get a refund if I cancel before my subscription is up?

Unfortunately, we cannot offer refunds on subscriptions because a percentage of each dollar is given away to charity. If you aren’t sure how long you want to use The CleanerNet service then we recommend subscribing to our month-to-month service plan option first and then upgrading to an annual plan later.

Do I have to enable limits?

No, you do not. If you do not want to filter certain devices or those used by specific members of your household, you can place them in a group that has no filtering turned on. For more information on how to do this please visit our CleanerNet Set Up page here.

How do I identify a device on my network?

When you first connect The CleanerNet to your home you may see devices with names that are unfamiliar to you. If this happens you will want to follow these steps.

  1. Open The CleanerNet App and select “Devices”
  2. Remove power or the network cable from the device you are trying to identify.
  3. Click on “Connected Devices” on The CleanerNet App
  4. Restore Power and/or the network cable to the device in question.
  5. When the device connects you will see it listed on the “Connected Devices” list.
  6. Click on the “:” icon next to the device and change the name to something you recognize.

Can’t find what you’re looking for?

Find answers to more technical questions at our Help Center.