Help For Current Customers
ParentShield Support for Users
Your SIM will already be activated and be ready for you to use when it arrives. You will just need to break it down to the correct size and insert it into your child's phone.
Your username & random, temporary password will be delivered with your SIM. We highly recommend that you change your password to something that you'll easily remember, is a minimum of 15 characters long and is a mixture of letters, numbers & punctuation.
If you try and guess a PUK the phone will permanently lock the SIM card
Just drop us an email to firstname.lastname@example.org and we'll email the PUK over to you for your SIM card straight away. Alternatively give us a call on 03301221180 and say you need your PUK.
The PUK is unique for each SIM card so don't try guessing it or googling for answers - it won't work.
We have a page explaining PUK in more detail here
When you call ParentShield to talk about your account we may need to ensure it's you we are talking to. To do this we may ask you to supply the secret answer to the question you provide in your Portal under Settings --> Personal Information. Please ensure this is completed as soon as possible, just in case.
All calls may be recorded for security purposes
To upgrade your bundle, you will need to call us on 0330 122 1180 or send an email to email@example.com
After upgrading you will be charged the higher amount from your next bill date.
To get your SIM to roam, you will need to go into the settings on your phone, find phone settings and then find "Network Selection" and choose the automatic network selection button. This will now allow your phone to roam over the major networks.
If your SIM can only find one Network to connect to, it will be due to your area, as not all of the networks have full UK coverage, which is why you have the power to connect to them all, so that your child can always contact Home.
It will take 48-72 hours for all the Networks to learn that the SIM is in use, so it's not unusual to find that roaming activity increases after the first couple of days.
This can be changed in your call settings on the phone itself, as this is not a feature or problem with our network.
You will need to find the phone settings on your mobile and then find either "caller id" or "display my phone number” and turn it on. This should now display your phone number on the device that you are calling.
If your SIM is stolen, you will need to let us know as soon as possible, so that we can disable it, transfer your balance over to a new account and send you a new SIM. We charge £5 for SIM replacements.
If your SIM breaks, let us know and we will send you a SIM free of charge and ensure that the broken SIM is disabled.
For the technical people: APN: mobiledata No Username or Password Required.
If the buttons in your portal's data or settings tab won't work, you will need to ensure that your device's cookies are enabled.
If they are disabled, they will need to be enabled in order for your buttons to work.
If you have another child or vulnerable person you would like a SIM for, you can add a new SIM to your account by Contacting Us or just place an order through this website using the same email address as you use to log into the portal.
Your phone will have a setting to enable/disable caller ID. Check that it is set to enable caller id, as this setting sometimes changes when you switch SIM cards
By default third parties calling into the Engine Mobile Network will be presented with an unobtrusive message before the call is connected.
"All calls to this number are recorded, Securely"
Where the Privacy Notice may cause safeguarding issues, please email firstname.lastname@example.org with details so we can have a discussion about how, when and to whom the notice will be played.
When a SIM is inserted into an iPhone, the phone sends an SMS to Apple with a REG-REQ header. Apple replies with a REG-RESP.
We display all hidden messages so you can see if a SIM has been changed or of the phone is being targetted by malware.
We'll get back in touch very quickly to let you know what the earliest termination date will be.
If there is an issue ( which could be something outside of our control - such as a network issue or a problem with a mobile carrier that you're connected to ), we'll update our system status page here: https://parentshield.co.uk/system-status/
To contact support please email: email@example.com
If you're trying to connect to mobile data and receive a "PDP Authentication Error", check:
- There is sufficient credit on the account
- The data APN in the phone is set to "mobiledata"
The ParentShield roaming network provides outstanding coverage. But there are times when you may want to turn it off and change the phone's settings from "Automatic" to "Manual" - selecting whichever network you prefer.
In well-populated areas, using a single network will prevent the phone roaming unnecessarily, improving SMS and call performance in some circumstances.
We add a few minutes, for safety purposes, but at the 'off' time, calls to non-homenumbers will be terminated to enforce your chosen bedtime
ParentShield is fully compatible with iMessage and FaceTime. Occasionally though, iPhones may have difficulties registering a new number because its Apple ID is associated with another number.
The best solution is to fully restore the iPhone to factory settings and set it up as a new iPhone with a new Apple ID. If you want to retain an existing Apple ID, make sure all other devices are signed out of iCloud, back the phone up, restore it completely and then reload the backup.
If you have any more questions, please contact us. 0330 122 1180 firstname.lastname@example.org