Frequently asked Questions

Choose your device or scroll down for general questions.

General Questions

  • Is there a family discount?

    There is an automatic 15% discount applied on orders of 3+ filters.

    Contact us to apply this discount if you purchased 3+ filters individually, as the discount won’t be automatically applied.

  • How do I change my credit card?

    Go to My Account > Payment Methods. You can add a new payment method and remove the old one, as well as set the default card.

  • Android

  • App is "blocked by CloudLocker" how can I unblock?

    Go to CloudLocker > Request Unblock, select the app and continue to send us an email with the app and device ID.

  • How do I uninstall CloudLocker?

    Contact us for a recovery code and then go to CloudLocker > Settings > Remove AppLocker. You will be prompted for the code to complete removal.

  • iPhone / iPad

  • Which apps can CloudVeil block on my iPad or iPhone?

    Global iOS is able to block any apps on your device, however each one needs to be added by CloudVeil Support.

    Default: Only apps in the blacklist are blocked. Most apps are filtered.

    Strict: Only specified apps will be allowed for basic phone usage.

    *The Blue browser does not block apps. Apps are controlled via age restrictions settings or via parental control whitelist. More details coming.

  • Can I use ScreenTime on my iPad or iPhone?

    Yes! We strongly recommend becoming familiar with and using the built in parental controls. We plan to publish a more in-depth tutorial on this.

  • Windows

  • How do I uninstall CloudVeil for Windows?
    1. Open the CloudVeil app
    2. Go to the Advanced Tab.
    3. Press the Deactivate button
    4. Check your email and reply to the automated deactivation email with your contact info. CloudVeil Support will review and approve the request.
    5. Check your email. After receiving the confirmation email, press the Advanced > Deactivate button again. CloudVeil will close down.
    6. CloudVeil is now disabled. You can uninstall it from your Settings > Apps menu, or it can be reactivated by restarting your computer OR by opening the CloudVeil app icon on your desktop or Start Menu.

     

  • Can I use YouTube? (relaxed policy)

    Relaxed Policy is a feature on CloudVeil for Windows & macOS allowing you to temporarily allow YouTube and other video sites for constructive purposes. By default, the duration and quantity of relaxed time periods is 3 times a day for 15 minutes, however this can be adjusted, and also password protected.

    Relaxed Policy can be activated within the CloudVeil App > Relaxed Policy, or on a YouTube block page.

  • How do I install CloudVeil for Windows?

    Once you have purchased CloudVeil for Windows, you should receive an email with download information. You can also find the install info on the My Filters page in My Account.

    1. Purchase CloudVeil for Windows.
    2. Download the setup file from the email link, or from My Filters page.
    3. Open the downloaded file and follow the setup prompts.
    4. Sign into the CloudVeil App using your account email address, and the password provided. (not your account password).
    5. Open the CloudVeil App > Filter Tests and run a test to ensure the filter is working.
  • Is CloudVeil for Windows compatible with my Antivirus?

    OK

    Sophos Home

    Norton Security

    BitDefender (Disable Encrypted Web Scan)

    AVG CloudCare

    Sophos Endpoint Security

    Symantec Endpoint Protection

    Vipre Antivirus (requires configuration)

    Emsisoft (requires configuration)

    Avira (free)

    Kaspersky (free)

    Malwarebytes (free edition)

     

    Do Not Use

     McAfee – Blocks Internet

     Eset Smart Security – Driver conflict causes BSOD

    Avast – Known driver conflict. Must disable Mail Shield for Outlook to load messages. Can block Internet initially.

    AVG Internet Security-must disable Enhanced Firewall

    Malwarebytes (paid edition) 

    Unknown

    Trend Micro

    Kaspersky Internet Security

  • How can I fix my broken internet after installing CloudVeil?

    Problem:

    No internet after installing CloudVeil for Windows. Web pages fail to load, timeout, etc.

    The “Internet” indicator at the top of the CV4W app shows an active connection with a checkmark.

    Other devices connected to the same network have internet access.

    Solution:

    Check for and remove any old filters that may be installed.

    Check the antivirus compatibility FAQ and uninstall any incompatible antivirus programs.

    Reboot the computer and try accessing the internet again.

    If this fails to fix the issue, contact us by email at support@cloudveil.org or call us at (888) 782-4962.

  • How do I search images?

    Google and Bing Image Search are difficult to filter, but we do have a few other options. These websites should work in all our browsers:

    http://safesearch.pixabay.com

    http://www.kidzsearch.com/images.html

    http://photosforwork.com/

    http://www.photosforclass.com/

     

    If these sites aren’t adequate for your needs, please contact us for more options.

  • macOS

  • Can I use YouTube? (relaxed policy)

    Relaxed Policy is a feature on CloudVeil for Windows & macOS allowing you to temporarily allow YouTube and other video sites for constructive purposes. By default, the duration and quantity of relaxed time periods is 3 times a day for 15 minutes, however this can be adjusted, and also password protected.

    Relaxed Policy can be activated within the CloudVeil App > Relaxed Policy, or on a YouTube block page.

  • How do I search images?

    Google and Bing Image Search are difficult to filter, but we do have a few other options. These websites should work in all our browsers:

    http://safesearch.pixabay.com

    http://www.kidzsearch.com/images.html

    http://photosforwork.com/

    http://www.photosforclass.com/

     

    If these sites aren’t adequate for your needs, please contact us for more options.

  • Router

  • How do I configure CloudVeil DNS on my own router?
    1. Purchase a DNS filtering subscription.
    2. Log into your local router’s admin webpage. Click for Details.
    3. Set your WAN DNS to to the CloudVeil primary and secondary DNS addresses you received from CloudVeil Support.
    4. Create a firewall rule to forward all port 53 requests to CloudVeil DNS servers, OR a firewall rule to block all other DNS requests. The latter is the most common, but the former is preferred and is how the CloudVeil Router System works.
    5. On an unfiltered device, visit 777.com and ensure the site is blocked by CloudVeil.

    Unfortunately, there are too many different brands of routers, each with different menus and options, to have an easy conclusive guide. If you are unable to configure your router, we will be happy to do it for you. Click HERE.

  • Which routers are supported?

    CloudVeil DNS can be set on almost any router, however some enforcement features may be lacking on some routers. Also of note, there are a few Internet Providers who do not support the use of custom DNS servers.

  • What is router filtering?

    Your router is the piece of network hardware that allows communication between your local home network—like your personal computers and tablets—and the internet.

    Your router is configured to query DNS servers to find out where to locate websites on the world wide web. Inserting CloudVeil’s DNS servers into your router (instead of the default) will result in basic web filtering of your entire network. Better yet, you can order a router and Wi-Fi kit from CloudVeil that’s preconfigured, and more difficult to bypass.

  • Is your question not answered here? Feel free to contact support.

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