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7) Post-Launch End User Support

Going Live

Once you are done building your production app, you are free to go-live whenever you want. Just make sure you make your implementation manager aware just in case any extra preparations need to be done to support your launch. This is particularly important if you expect a large influx of users in the first few days/weeks.

Supporting your end-users

You will need to support your end-users following the launch of your app. Below are a number of frequently asked questions that you will have to deal with. We strongly recommend that you maintain an FAQ page of your own (within your app or on your website) in order to help your users with such queries:


Account Management

This is not my child

In some cases, kids will enter a random email address in order to get access to an app when asked for their parent’s email address. Therefore if you receive an invite to the Parent Portal but are sure it’s not from your child you can let us know:

  1. Follow through with your invite by clicking on the link in your invite email. Once logged in, you will see a prompt that asks you to confirm if that person is your child. Here you can choose to decline.

You can also reach out to {Company Name}’s support team for assistance here.

How do I delete my child’s account?

  1. Log into your Parent Portal account and click on ‘My Family’ in the main menu.
  2. You will see a list of all your kids’ accounts. Select the one you want to delete.
  3. Click on the ‘Delete Profile’ button
  4. Follow the onscreen prompts. Once done, that child’s data will be completely purged from our system.

You can also reach out to {Company Name}’s support team for assistance here.

I forgot my login credentials:

You can request a password reminder [here].

Why do some permissions not require credit card verification?

Some permissions do not require your child to disclose personally identifiable information; these are of lower risk to your child’s online safety than those that do. We therefore only require you to go through the credit card verification process for those ‘higher risk’ scenarios such as those that allow your child to disclose information such as their location in order to use an app.

Credit Card Verification

Why was my credit card charged?

As part of the process of verifying that you are over 18 years old, we will charge your credit card for a sum on $1 (USA) or £0.30 (outside the USA). The law requires us to make this charge before we can allow you to grant certain permissions to your child via the Parent Portal.

Does the credit card verification charge recur monthly?

No. The credit card verification is a one-time charge. Once you have completed the process on the Parent Portal; you won’t have to go through it again and it will cover all your children.

Will I get a refund after completing the credit card verification process?

If you are based outside the USA, we will refund your payment within 30 days. We only collect it to verify that you are over 18 years old. If you are in the USA, the $1 charge is not refunded to you but will be donated to a charity that promotes the protection of kids online.

How do I delete my account?
  1. Log into your Parent Portal account and click on ‘My Profile’ in the main menu.
  2. Scroll to the bottom of the page and click on ‘Delete’
  3. Follow the onscreen prompts. Once done your data will be completely purged from our system

Note: the above only deletes your account and not your child’s accounts.

Social Security Number Verification

Why do you need my personal information such as Social Security Number?

In the US, we verify your identity as required by law by taking your name, address and an ID number such as the last 4 digits of your social security number. We check these details against government records to verify your identity.  This is solely for the purpose of confirming that you are an adult. Your details are only used for this purpose and are NOT stored or shared with anyone after the initial check. 

Once your identity has been verified, we do not need to check it again if your child signs up to another app or website and provides your email address in order to obtain consent.  

Why can I not see SSN verification as an option?

Only users in the USA can currently use Social Security Number verification. If you are based in any other part of the world, you will only see ‘credit card verification as an option.

Am I charged when I verify my identity with my social security number?

No, you are not charged. Only credit card verification will collect a small charge from your credit card which will be refunded to you depending on which part of the world you’re from (find out more [here]).

I don’t have an ID number

Not to worry, there are other options to verify your identity, such as using a credit card.

I put in my ID number but it says it could not verify me

That’s not a problem, there are other options to verify your identity, such as using a credit card.

I am uncomfortable giving my personal information

The collection of your personal information is only used to verify your age so that you can provide consent for your child to use the app.  The information is NOT stored, used for any other purpose, or shared with anyone after the initial check. 

We take kids digital safety seriously and are legally required to obtain parental consent for children to be able to access and play our games. By verifying that you are an adult, we can ensure that the person who gives permission is authorised to do so. 

Updated on 11/11/2019

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