Support

Most questions are answered below. If yours isn't, send us a message and we'll get back to you, usually within 2 business days.

Send us a messageA problem, a payment or refund question, or an idea for ScreenShield Read the guidesGetting started, Presentation Mode, shortcuts and how-tos for Meet, Zoom and Teams

Please don't include screenshots or text that show private information. Describe the format instead, for example "a 16-digit number with dashes".

Common fixes

ScreenShield doesn't do anything on a tab

Tabs that were open before you installed or updated ScreenShield need a moment: open the ScreenShield popup and choose Protect this page, or reload the tab.
Chrome doesn't let extensions run on chrome:// pages, the Chrome Web Store, the built-in PDF viewer or other extensions' pages.
Check that ScreenShield isn't paused on that site in the popup.

A blur I saved is gone

If a website changes its layout, ScreenShield may not find the same element again. Blur it again, and it will be saved with the new layout. For lists and tables, Blur similar holds up best because it covers the whole column.

Presentation Mode didn't turn on by itself

Presentation Mode is part of Pro. You can try it free for 7 days from the popup.
It turns on by itself only when sharing starts in a meeting app running in Chrome, such as Google Meet, Zoom or Microsoft Teams on the web. When you share from a desktop app, press Alt+Shift+M.
Make sure Turn on when I start sharing is checked under Presentation Mode in ScreenShield's settings.
Reload meeting tabs that were open before you installed or updated ScreenShield.

Something sensitive wasn't hidden

Free scans find emails and phone numbers only. Automatic detection of the other kinds is part of Pro.
With Pro, open ScreenShield's settings and check that the type is ticked under Always or While presenting.
For names, project names or account numbers, add them as your own keywords.
Text drawn on a canvas, as in Google Docs, and text inside images can't be read. Cover them with Draw area.
Tell us the format that was missed, without the real value, and we'll look at improving detection.

Something was hidden that shouldn't be

Scan the page from the popup and choose Ignore next to that item. ScreenShield won't hide that value again.
To stop hiding a whole kind of information, untick it in ScreenShield's settings.
To turn ScreenShield off on one site, choose Pause ScreenShield on this site in the popup.

I paid, but ScreenShield still shows the free plan

Open the popup and choose Already paid? Log in, then use the same email address you paid with.
If you just paid, wait a minute and open the popup again.
Still not working? Send us a message with the email address you paid with.

A keyboard shortcut doesn't work

Another extension or app may use the same keys. Open chrome://extensions/shortcuts and choose different keys for ScreenShield. The shortcuts are listed on the help page.

Payments and refunds

To cancel, open the popup and choose Manage subscription. For refunds, see the refund policy.