HELP CENTER

Hardware

Getting Started

Where do I find my pairing code?

← Back to Help CenterThe steps to find your pairing code are based on the hardware you have. Use the list below to find your pairing code. Mini The pairing code can only be found through the "Auto Detection" or "Activation" system. ReadyNet The pairing code can be...

Does CleanerNet work outside of the United States?

← Back to Help CenterYes! CleanerNet works globally. The CleanerNet Mini is available in multiple countries along with many of the CleanerNet Enabled hardware.   - CleanerNet Mini   Australia All Territories   Canada All Territories   Europe Austria,...

Turning Bridge Mode on and off on your cable modem

← Back to Help CenterWith a cable internet provider (e.g., Comcast), two pieces of equipment are required to connect to the internet and the WiFi network in your home: A modem connects your home to the Internet Service Provider's (e.g., Comcast's) network...

Pairing new hardware to an existing account

← Back to Help CenterTo pair your new hardware with your account, do the following: Make sure your hardware is properly installed and ready to activate In your CleanerNet account, click on Settings Click "Pair Hardware" We will attempt to automatically detect and...

Can I pair my current router to CleanerNet?

← Back to Help CenterThe CleanerNet Mini can be plugged into existing routers to provide the features of CleanerNet to your network. We also have the CleanerNet Router that has CleanerNet built-in. 

Troubleshooting

Using extenders with CleanerNet

← Back to Help CenterUnlike an access point, an extender may or may not use a separate, unique MAC address to communicate to the router on behalf of each device. Therefore, in cases where the extender does not pass through the unique device information, the extender...

How do I upgrade my hardware?

← Back to Help CenterYou can easily change to different CleanerNet enabled hardware at any time. If you know the pairing code  Login to your account at thecleanernet.com Click "Settings" Click "PAIR HARDWARE" Enter the new pairing code Click "SUBMIT" You will receive...

CleanerNet and AT&T U-Verse

← Back to Help CenterCleanerNet works with any ISP.  If you're on AT&T U-Verse, you probably have a modem/router that AT&T supplied as part of their service. To add CleanerNet, you'll need to log into that AT&T modem and disable the wireless signal. You...

Mini

Is my router compatible with the CleanerNet Mini?

← Back to Help Center The Mini was designed to work with as many routers as possible. We have done our best to test as many routers as we can, but know there are thousands of options. Here is a list of known routers that DO NOT work with the Mini or need some settings...

Troubleshooting the Mini

← Back to Help Center Make sure the cable is plugged in firmly on both ends. Unplug both ends and plug them back in. Try a different Ethernet cable. In some cases, we have found these steps to resolve the red light error on the mini. Power off the Mini. Unplug the...

Install and Activate the Mini

← Back to Help CenterTo install the Mini on your network: Plug in the power cord and wait for the first LED light on the Mini to be solid. Connect the LAN port of the Mini to any of your existing network's LAN ports. Wait for the middle LED light on the Mini to start...

LED Lights on the Mini

← Back to Help CenterHere's what the lights on your Mini mean: After you plug in the Mini, the left light will flash green while it's booting up, then it will turn solid green.   During activation, the middle light will flash green. Once you're activated, the...

I’m out of ethernet ports on my router, what do I do?

← Back to Help CenterIf your current router is out of ethernet ports on the back and you are trying to install a Mini, you will need to add a network switch (it's like a power strip for ethernet ports). This will allow you to additional ports for more hardwired...

ReadyNet

Enable ReadyNet Routers

← Back to Help CenterIf your ReadyNet router shipped pre-enabled, you can use the automated activation system. In the event yours is not enabled, you'll need to enable CleanerNet from the UI.   Connect the router to the internet. Open a web browser (Chrome,...

User Portal

Dashboard

Understanding the Dashboard

← Back to Help CenterThe Dashboard tab of your interface gives you a nice overview of what's going on with your network. Status: Online / Status OfflineThis lets you know if your hardware is online or offline Limits Missing / Limits EnabledThis lets you know if you...

Devices & Groups

Duplicate entries for the same Device

← Back to Help Center This can happen when using an extender. Some extenders will assign alternate MAC addresses. When connected directly to the router, the device will appear with its true MAC address. When connected through an extender, the MAC address may be...

Creating a Group

← Back to Help CenterOn the Devices & Groups page: Click "Create Group" In the dialog box that appears, type in the name of the new Group (20-character limit) Click "OK" The new Group will appear in your list of Groups (alphabetically, after Guest) Now that you...

How to identify a device

← Back to Help CenterYou just installed CleanerNet and are excited to get things going. You eagerly open the "Devices and Groups" page and see that you have five devices all named Apple, Inc. You think "How do I know what device is what?!?!" I'm so happy you asked....

Deleting a device from showing in your account

← Back to Help CenterIf you don't want a device to show on the Device list, you can not delete it but you can hide it. Here's how: Click the menu icon on the device you want to hide Click "Hide" The device will not show in the list but the device will still be...

Renaming a Group

← Back to Help CenterIf you'd like to change the name of a group, follow these steps: Click the menu icon (three dots) of the group Click "Rename" Enter the new name in the box and click "Rename"  

Understanding Groups

← Back to Help CenterA Group is a way to categorize users into convenient sets based on who they are and what types of management you want to have of their internet use.   For example, you may wish to create a Group for the youngest members of your family, and...

How to Un-hide a Device

← Back to Help CenterIf you accidentally or purposefully hide a device and you'd like it to show again:  Click the menu icon of a group Click "Show hidden devices" Click the menu icon on the hidden device Click "Show"  

Adding/Moving devices to a new group

← Back to Help CenterFrom the Devices and Groups page Click the menu icon of a device Click "Change Group" In the dialog box Click "Choose a new Group" Click the name of the group to which you want the device moved

Rename a device

← Back to Help CenterThere are two ways to rename a device. Click the menu icon of a device Click "Rename" In the dialog box enter the new device name Click "Rename"

Turning off a device’s internet access – Internet Pause

← Back to Help CenterPausing a device will stop all internet activity. This is an override to any limit you may have in place at the time. Pausing does not stop network activity (printing, file sharing, etc), but all internet usage. e.g. Pause the internet on the game...

Deleting a Group

← Back to Help CenterIf you'd like to delete a group, follow these steps: Click the menu icon of the group Click "Delete Group" This will move all devices back to the guest group and remove all the limits you had created. 

Limits

Adding a Limit

← Back to Help CenterEach group comes with two limits, "Default" and "Internet Blocked". The default limit can be customized however you'd like and Internet Blocked complete turns the internet off. You can additionally make customer limits for things like homework,...

Deleting a Limit

← Back to Help CenterFrom the Limits Page Click the name of the limit you'd like to delete (you can only delete custom limits you've created) Scroll to the bottom of the limit and click "DELETE" Confirm that you want to delete the limit by clicking "DELETE"  

Unwanted web visits

← Back to Help CenterIf you're seeing visits happening that you don't think should be allowed, first confirm that you have Limits setup for the Group and Devices in question. By default, there are no Limits set. You must enable them on the Group that has the Devices...

Can I block VPN or Proxy sites?

← Back to Help CenterYes. We have a filter category called "Proxies" that blocks known proxy and VPN services. If that is not enough for your situation, look at the "Block Unknown Traffic" in the options section. 

Understanding 1-Click Limit Setup “Templates”

← Back to Help Center1-Click Limits are a great starting point to add limits to your groups. They quickly apply a set of restrictions and exceptions to help you get started. The great thing about templates is they can be modified after they are applied. Add or remove...

Understanding Limits

← Back to Help CenterThe Limits tab is where you'll do the scheduling for your various connected devices. The first step will be to select which Group you'd like to apply Limits. You will do this by selecting it from the drop-down menu. Once selected you will see a...

About Google SafeSearch

← Back to Help CenterGoogle SafeSearch is a feature provided by Google. Within the Limits, you have the ability to enforce SafeSearch. Google controls which content is filtered by their SafeSearch. We have no control over the content allowed or blocked by this feature...

About YouTube Restricted Mode

← Back to Help CenterYouTube Restricted Mode is a feature provided by Google. We offer our users the ability to enforce Restricted Mode by device. Google controls which videos are filtered by their Restricted Mode. We have no control over the content allowed or...

Wildcards for blocking or allowing subdomains

← Back to Help CenterWhen entering a URL restriction or exception, you do not need to use a wildcard to block or allow all of the associated sub-domains.  For example, when you enter "site.com", it will automatically include all sub-domains, such as xyz.site.com,...

Using Spotify

← Back to Help CenterSome users may wish to limit the internet except for services like Spotify. Spotify is not listed as a "Popular Sites" because it may conflict with other limits that have been set. Bellow are the exceptions needed to allow Spotify to work if the...

History

Can I delete the history shown on my account?

← Back to Help CenterNo. There's no way for users to tamper with the History or clear the permanent record, ensuring full visibility and accountability at all times. Your history will remain for the duration your account type allows. Plus members do have the option...

“Noise” in the History Record

← Back to Help CenterWhen you visit a website, that website will load content from a variety of sources -- including images, videos, ads, embeds, etc. At the router level, there's no accurate way to tell which site is the main one you visited, and which ones just...

Understanding History

← Back to Help CenterThe History tab of your account is all about knowing what has happened on your network. On a group-by-group basis, or even as granular as device-by-device (which is really the most useful), you can review all the websites that your family members...

How do I find out why a website was blocked?

← Back to Help CenterHere is how you find out why a website has been blocked: Go the History page Click on any "blocked" visit  You can filter results by clicking "Show Filters" and select a group, device, category, type, domain and date/time The details provide Why...

Turn History Tracking off for a device

← Back to Help Center With the increase of IoT (internet of things) devices and the constant need for them to "phone home" for updates, connections, clock syncing and more, we wanted to give you the ability to choose whether or not you want the history tracked for...

Settings

Understanding Settings

← Back to Help CenterThe Settings tab is where you can manage some of the basic setup for your network. Router Information IP AddressPubilc IP provided by your ISP Pairing code Unique identifier InterfaceProvides connection details about your hardware LocaleThis is...

Mobile App

CleanerNet Apps

← Back to Help CenterOur mobile app can be used to manage your account (all plans) or enforce limits no matter the device location (plus). Android - View/Download Account Management Mobile Protection Tamper Protection Google doesn't allow uninstall protection. We are...

Profile

Changing your account information

← Back to Help CenterTo change the email address of your account: Login to your account Click on your name in the top right corner Select 'Profile Page' Select 'CHANGE EMAIL' under the Account section Update your email information and press 'Save' A confirmation email...

Billing information and activity

← Back to Help CenterTo see past billing and membership information: Log in to your account Click on your name in the top right corner Select 'Profile Page' All this information is shown under the Billing section of your profile page.   Notes: If you are not on...

Entering a Promo Code

← Back to Help CenterHere is how to enter a Promo Code on your account: Log in to your account Click on your name in the top right corner Select 'Profile Page' Click on "ADD PROMO CODE" under the Billing section Enter the code and press 'ADD' Your Account or Billing...

Closing your account

← Back to Help CenterTo close your account: Login to your account Click on your name in the top right-hand corner Select "Profile Page" Click on 'CLOSE ACCOUNT' Notes:  You can re-activate by logging into your account. If you committed to an annual plan, you will not...