Help and contact
Most "it stopped working" reports have a quick, specific fix below. Each fix names the exact screen and button involved, not just what's wrong. This page also answers sign-in, request, and PIN questions, and says how to reach StudyLock support by email.
Why does StudyLock look like it stopped working?
Most reports trace back to one of three things — a pairing code, a device that hasn't checked in, or an Incognito window Chrome exempts by default. Each has a direct fix.
A pairing code isn't working
A pairing code is one-time and expires ten minutes after it is issued. An old or reused code won't work. Generate a fresh code from the dashboard and enter the 6-digit code exactly as shown. The extension's options page confirms the device is paired — check it before closing the page.
A device hasn't checked in
A quiet device is usually just Chrome closed, the laptop asleep, or a changed network. It keeps enforcing the last rules it received rather than falling open. If it stays quiet with the laptop back in use, the extension may have been removed or disabled — the setup guide's "What if your child removes the extension?" answer covers reinstalling it.
Blocking doesn't apply in an Incognito window
Chrome disables every extension inside Incognito windows unless a person explicitly turns on access for it. Enable it from Chrome's extension settings — the setup guide's Incognito question has the exact click-by-click path. StudyLock discloses this Chrome-level limit rather than hiding it.
What happens after you save a change?
The same three steps every time. When a change seems slow to arrive, the wait is almost always step two — the device's next check-in.
- 1
You save a change
Rules update in the dashboard the moment you save.
- 2
The device checks in
The child's Chrome checks in on its own while open and online.
- 3
Rules apply
Usually within a few minutes. Offline devices keep their last rules and catch up when they reconnect.
Why does the dashboard say a device hasn't checked in?
A quiet device usually just means Chrome is closed or asleep — see "A device hasn't checked in" above for the full explanation and fix.
What if a pairing code doesn't work?
A pairing code that fails is almost always a stale one — see "A pairing code isn't working" above for the full explanation and fix.
Why isn't blocking applying in an Incognito window?
Chrome exempts every extension from Incognito windows by default — see "Blocking doesn't apply in an Incognito window" above for the full explanation and fix.
How long does a rule change take to reach the child's device?
Usually within a few minutes, on the device's next automatic check-in — see "What happens after you save a change?" above for the full timeline, including what happens if the device is offline.
What does "This device lost its connection to its StudyLock account" mean?
The device was revoked from the dashboard, or its pairing is no longer valid. To reconnect it, open the child's Chrome. Click the puzzle-piece icon near the top-right of Chrome to see your extensions. Next to StudyLock, click the three dots and choose “Options”. Enter the settings PIN and type a fresh 6-digit code from the dashboard. The device picks its rules back up on its first check-in after pairing.
Why can't some requests be approved?
A few categories of sites sit on StudyLock's always-blocked safety list and can't be approved for a child from any account. The dashboard says so when it happens. Declining the request and talking it over together is the intended path. A smaller caution list asks you to confirm an approval before it goes through.
What if "Continue with Google" doesn't work?
The sign-in page says what happened — a cancelled or expired attempt can simply be retried. If it says Google sign-in isn't available right now, that's a service-side problem. Sign in with your email and password instead — retrying Google won't help until the notice goes away.
What if the settings PIN is forgotten?
After too many wrong tries the options page locks for a short time and says how many seconds remain — waiting it out is the fix for a mistyped PIN. A truly forgotten PIN can't be recovered: remove the extension from the child's Chrome, reinstall it, and pair again with a fresh code from the dashboard. Uninstalling clears everything stored on that device, including the PIN.
How do you reach support?
Email support@studylock.org with the child profile's name and a short description of what is happening. Including a screenshot of the dashboard or the extension's options page usually speeds up pairing and blocking questions.
Still stuck?
Include the child profile's name and what's happening — see “How do you reach support?” above for what speeds things up.