Help and contact
This page covers the reasons StudyLock most often looks like it stopped working: a pairing code that did not take, a child's device that has not checked in, and blocking that does not reach an Incognito window. Each has a specific, honest fix below, along with how to reach support directly.
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 after a short window, so an old or reused code will be declined. Generate a fresh code from the dashboard, enter it on the child's device exactly as shown, and confirm the extension's options page reports the device as paired before closing it.
The child's device shows as offline
The extension checks in with the dashboard on a regular schedule while Chrome is open and online. A device can show offline because Chrome is closed, the laptop is asleep, or the network changed — it reports back and re-syncs on its next check-in, and keeps enforcing the last rules it received in the meantime rather than falling open.
Blocking doesn't apply in an Incognito window
Chrome disables every extension inside Incognito windows unless a person explicitly turns on access for it. If rules aren't applying there, open the extension's details in Chrome's settings and enable "Allow in Incognito." StudyLock discloses this Chrome-level limit rather than hiding it.
Common support questions
Why does the dashboard say a child's device is offline?
The extension checks in with the dashboard on a regular schedule while Chrome is open and online. It shows offline when Chrome is closed, the laptop is asleep, or the network changed, and it re-syncs automatically once the device is back — keeping the last rules it received in force the whole time.
What should a parent do if a pairing code doesn't work?
Pairing codes are one-time and expire after a short window. Generate a new code from the dashboard, enter it on the child's device without extra spaces or characters, and check the extension's options page confirms the device is paired.
Why isn't blocking applying in an Incognito window?
Chrome exempts every extension from Incognito windows by default, so StudyLock cannot apply rules there until a person turns on "Allow in Incognito" for it in Chrome's extension settings. This is a Chrome-level control, and StudyLock is upfront about it rather than pretending Incognito is covered automatically.
How long does a rule change take to reach the child's device?
A saved change reaches the child's device on its next automatic check-in, which happens while Chrome is open and online. If the device is asleep or offline when the change is saved, it applies as soon as the device reconnects.
How does a parent 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?
Email StudyLock support with the child profile's name and what is happening, and include a screenshot of the dashboard or the extension's options page if possible.