ScreenSignals support

How can we help?

Find a quick answer or send a private message to ScreenSignals support. This help center is for the adult parent or legal guardian who operates the account.

Contact support
Manage billingOpen Settings to update payment details or cancelFix an importMatch the error on your screen to the exact fixPrivacy & dataSee what is collected and how parent requests work
Import troubleshooter

Match the message on your screen.

ScreenSignals checks the file before saving any viewing history. Find the message you saw, follow its fix, and then try the import again.

“Choose the complete Google Takeout ZIP file”

You selected an extracted folder, a JSON file inside the download, or a file that is not a ZIP.

Do this

Go back to your Downloads folder and choose the original .zip file exactly as Google delivered it. Do not unzip it first.

“This Google download is too large” or “contains video or music files”

The export is over 500 MB or includes uploaded videos, music, or other media ScreenSignals does not need.

Do this

Create a new Google Takeout export. Under YouTube and YouTube Music, keep only History; exclude Videos and the Music library. Then download and choose the new ZIP.

“This download has HTML history”

Google’s default History format was left as HTML, which ScreenSignals cannot analyze.

Do this

Create a new export. Before creating it, open Multiple formats, scroll to History, change HTML to JSON, and then download the replacement ZIP.

“ScreenSignals couldn’t find Watch History”

History was not selected, or Google split the export and this ZIP is a different part.

Do this

Check whether Google supplied another ZIP part. If not, create a smaller export with YouTube and YouTube Music → History selected and everything else excluded.

“No valid watched videos were dated within the last 30 days”

The file contains Watch History, but not recent supported viewing for the report window. This often means the wrong Google account was exported, history was paused or deleted, or viewing happened while signed out.

Do this

Confirm which Google or YouTube profile contains the recent viewing, check that YouTube Watch History is on, and create a fresh export from that account.

“Recent viewing but no usable YouTube video links”

The export has recent entries, but they do not contain enough supported video information to build a report.

Do this

Create and download a newer History-only export from the same account. If the new file shows the same message, contact support and choose YouTube history import.

Try my import again Need a new export? Follow the setup guide
Frequently asked questions

Start with the quick answer.

Billing, account access, Google Takeout, reports, privacy, and parent-directed use.

01How do I cancel my subscription?
Sign in, open Settings, and choose Manage billing to open Stripe’s secure customer portal. Canceling stops the next renewal; you keep access through the billing period you already paid for.
02How do I request a refund?
Every ScreenSignals charge has a 30-day, 100% money-back guarantee. Use the form below, choose Billing & refunds, write from the email associated with your account, and include the approximate charge date. A refund request does not automatically cancel future renewal.
03Why can’t I sign in?
Use the same email address or Google sign-in method you used when you subscribed. ScreenSignals accounts are for adult parents and legal guardians only; a child does not have a ScreenSignals login. If the sign-in service still will not load after a refresh, contact us below.
04Why won’t my Google Takeout file import?
Use the import troubleshooter above and match the message shown by ScreenSignals. It covers the ZIP format, large exports, included media, HTML history, missing Watch History, the wrong Google account, and history with no usable recent videos.
05Does ScreenSignals store my original Google Takeout ZIP?
No. Your browser opens and reads the ZIP on your device; ScreenSignals does not upload or store the original archive as a file. The supported viewing entries and derived analysis needed for your private reports are securely sent to and stored by the service.
06How long does a report take?
Most reports take about 1–30 minutes after the history has been securely saved, depending on how many videos need to be processed. Once ScreenSignals confirms the background handoff, you can close the tab and receive an email when the report is ready if completion emails are enabled.
07How often can I update a report?
You can add fresh YouTube history whenever you like. A recurring monthly Google Takeout export makes regular updates easier. Each update centers on supported viewing from its latest 30-day window.
08Does a flagged video mean ScreenSignals decided it is harmful?
No. Closer Look items are prompts for the parent to review evidence and context, not automatic verdicts about a child or creator. Automated analysis can miss tone, humor, context, or private family circumstances.
09How do I request access, correction, export, or deletion of my data?
Use the contact form below and choose Privacy or data request. Write from the email associated with your parent account so we can verify control. You do not need to include child information, viewing history, or report details in the request.
10Can my child contact support or operate the account?
No. ScreenSignals is an adult, parent-directed service. The adult parent or legal guardian is the sole user, account holder, purchaser, product operator, and support contact. A child profile is parent-controlled report-subject data, not a child user account.
Contact ScreenSignals

Still need a hand?

Send the details through this form. Your message is delivered privately without publishing a personal email address on the site.

What to expectWe usually reply within two business days. Billing and privacy requests may require us to verify the adult account holder’s email.
Replies go only to the adult parent or legal guardian who contacts us.