Support

How can we help?

For every step in order, from setting up to locking the phone down, read the complete guide. Quick answers are below. If you are still stuck, email support@mindbackapp.com. We read every message.

Setting up

How do I pair my child's phone?
On your phone, tap the child, then Pair a phone or iPad. On their phone, open HopOff, choose "This is my child's device", and scan the code or type it. The code works once and lasts 15 minutes. Then keep hold of their phone for the setup steps: allow Screen Time access, and lock the settings the app lists. Hand it over at the end.
Does my child need an Apple account or Family Sharing?
No. If your family uses Family Sharing and the child has a Child Apple Account, the app uses it. Otherwise it uses the Screen Time passcode on their phone. Either way the setup takes a few minutes.
Screen Time access was not granted. What now?
On the child's phone, open the app again and tap Allow Screen Time access. iOS asks twice: tap Continue, then Allow with Passcode. If it still says not granted, check that Screen Time is turned on in the phone's Settings.
Can I use it on an iPad?
Yes. iPhones and iPads on iOS 17 or later, for parents and children. Each child can have up to three devices on the family plan.

Blocking

An app is still showing on their phone
Give it a few seconds: the phone confirms every change, and your screen says Sending until it has. If it stays, check the phone has a connection and that notifications and Background App Refresh are on for the app; the child's screen on your phone tells you if either is off. An app that is not installed is simply ignored.
The app I want is not in the list
Open the list, tap Add apps, then Choose it on their phone. Apple's own picker opens on the child's phone next time the app is opened there, and the apps you pick join the list. This needs the family plan.
How do I stop blocking for a while?
Switch the list off. Everything in it opens on their phone within seconds, and comes back when you switch it on. Or use Lock now to end screen time early, with the unused minutes going back as points.
Can my child remove the app or turn it off?
The setup walks you through the Screen Time settings that stop the app being deleted or its access being switched off without the passcode. If Screen Time access is ever turned off, or the phone stops checking in, you are told on your phone.

Tasks and points

How do tasks work?
You add tasks and decide what each is worth. Your child ticks one off on their phone; you get it on your lock screen and approve or send it back. Approved tasks add points. Points buy screen time in the shop, at the prices you set, and the apps open until the time is up.
I approved something by mistake
On the child's screen, tap Undo beside it in This week. The points come off, even below zero, and your child can do the task again.
Can I give points without a task?
Yes: Give points on the child's screen, with an optional note that your child sees.
What are blocked times?
Times when nothing can be bought, such as bedtime or school. A blocked time that starts during screen time ends it and gives the unused minutes back.

The family plan

What is free?
The free plan covers 1 child, 1 device and 1 blocked app, with no tasks and no shop. The family plan opens everything, with 7 days free first. It is one plan for the whole family, priced by how many children it covers, and any parent in the family can pay.
How do I cancel?
In your phone's Settings, tap your name, then Subscriptions, then the plan. Billing is handled by Apple, so cancel there; you keep the plan until the end of the period you paid for. Deleting your account does not cancel a plan.
What happens when the plan ends?
Nothing is deleted. Your lists, tasks, shop and children are kept. One app of your choosing stays blocked on the first child's first device; every other app opens, and tasks and the shop pause. Start the plan again and it all comes back.
Refunds
Apple handles payments and refunds. Ask at reportaproblem.apple.com. Your statutory rights are not affected; see the terms.

Your account and data

How do I delete my account?
In the app: the gear on the home screen, then Delete account. If you are the only parent, the family goes with it and every child's phone stops being blocked straight away. Everything is erased for good within 30 days.
How do I remove a child or unpair a phone?
On the child's screen, Remove at the bottom removes the child and everything about them. To unpair one phone, tap the device, then Unpair this device. The phone lifts its restrictions the next time it connects.
What do you collect?
The privacy policy lists everything in plain English. In short: what you type in, what your child does in the app, and what their phone needs to run the controls. Never their Screen Time data, location or messages.

Still stuck?

Email us and say which phone (yours or your child's), what you tapped, and what you saw. We aim to reply within a working day.

Email support