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FAQs

App Store

If you are experiencing issues with an app that requires an update, you can report this to SafeTelecom Support. Our team will then assign your report to our developers for review. Once the update becomes available, we will notify you so you can proceed to download the updated version of the app. In cases where an updated app has already been published into our database, you can refresh the App Store screen by pressing the circular refresh arrow at the top right of the screen or by pulling down from the middle of the main App Store screen. If the app fails to update even after refreshing, please try uninstalling and reinstalling the app. Thank you for your patience and cooperation.

To upgrade from the your original App Store package to a different package (for example, to upgrade from SafeTelecom Basic to SafeTelecom Premium), you will need to place an order for the upgrade through a specific link provided by our support team.

This can be done remotely and will not require you to bring your device in for service.

Upon completion of your purchase, you should then provide the support team with the order number and the device account number to process the upgrade.

This will unlock many new apps and features available for the newly selected your App Store package.

We always value customer requests for new apps!

However, due to our focus on updating existing apps and maintaining the KosherOS standards and integrity, we cannot guarantee any request will be approved and cannot give an ETA.

Feedback is taken into consideration and added to a 'wish list' which helps us prioritize our efforts. However, no specific turnaround times or guarantees are provided for reviewing or adding new apps.

We strive to maintain our App Store carefully selected to uphold the safety standards and provide the best experience for our users.

Updates for apps are not published unless the existing version of the app is completely inoperable.

Customers should check the updates section of the app store for available updates, as direct update links within apps do not function on KosherOS.

Requests for updates are subject to review to ensure compatibility and adherence to our policies. Only after confirming that an app requires an update to remain functional and that there is no existing update available, will we request our developers to review the update.

Yes, to gain access to additional apps like Google Drive which are not included in the basic app store, an upgrade to our Plus or Premium App Store is required.

Our app stores are structured in tiers, and we are unable to offer single-app upgrades. An entirety of a premium package must be purchased for access to its exclusive apps.

Access to apps or moving a device to a regular retail App Store package from a special plan such as the YZP App Store, requires written permission from your account administrator.

If they consent or after you have graduated, they must contact us to authorize the changes to the App Store access. Without such authorization, limitations on app availability will remain, including restrictions on apps like WhatsApp until an upgrade is made.

To upgrade your account to access specific apps or features, such as Google Photos, WhatsApp, or other apps available in the Plus or Premium store, you need to purchase the appropriate upgrade.

Follow the upgrade link provided by our support team and reply with your order number to expedite the changes. Once you have the upgrade, you'll have access to the apps or features you're looking for.

Ordering Info

To apply a promo or discount code:

• Proceed to checkout and enter your code in the ['Discount Code'] field.

• Click ['Apply'] to see your new total before finalizing your order.

• Only one code can be used per order.

If you’re having trouble entering your promo code, please try clearing the cache on your web browser or trying on a different device.

You will have the option to cancel your order within your confirmation email. You may also contact our customer service team at [email protected]. Please include your order number and the reason for cancellation in your message.


Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Once an order is placed, any requests for changes to the delivery address cannot be accommodated due to the risk of fraud. Customers are advised to carefully check their billing and shipping information before finalizing their orders. If an error in the shipping address is detected post-purchase, the recommended course of action is to cancel and re-order the items, ensuring that all provided information matches to prevent the order from being flagged for fraud.

If you encounter issues with your new phone, such as poor call quality, low volume, or responsiveness problems, first ensure that you have removed any packaging or protective liners and that any case used is designed for your phone's model.

If problems persist, your phone has a 14-day return window as detailed by our Return Policy: https://kosheros.com/policies/refund-policy. Please contact us as soon as possible within this period so we can resolve the issue quickly.

When an order is flagged for fraud, it is subject to a thorough review process, and no transactions, including refunds, will be processed until the situation is resolved.

The customer's request indicating a preference for a refund method, such as PayPal, especially in cases where documents are reported lost or stolen, could further confirm the fraud concern, leading to the cancellation of the transaction with no money being taken or refunded.

To assist you effectively, it is essential to have the order number associated with your inquiry. 

This enables the support team to swiftly locate the order details and provide accurate assistance. 

Without an order number, matching the inquiry to specific orders or purchase details becomes challenging, potentially delaying resolution.

KosherOS

Once a device is operating under KosherOS, it cannot be reverted back to standard Android.

The installation of KosherOS is a permanent change to ensure the device remains compliant with the security and safety standards we uphold, and we cannot facilitate a switch back to the standard Operating System.

Google Wallet is currently not reliably available on our devices due to changes made at Google, which introduced new security standards that our systems currently cannot meet.

We understand the convenience and value this feature brings to our users and are actively working to find a solution. However, there is no estimated time for when or if this will be resolved. 

We appreciate your patience and understanding as we work through these challenges.

We do at times make slight adjustments to conform to Google Wallet standards, which are constantly shifting.

To try and reactivate Google Wallet, you can go to Settings -> Security -> Sync Google Pay. Results may vary, but in certain instances this will reactivate the ability to use Google Wallet on your device.

Customers are allowed up to 4 app store change requests per year before a fee is applied.

Each change must be requested separately, and the customer should be aware that repetitive or duplicate requests are not encouraged.

After reaching the threshold of 4 changes, any additional change request will be subject to a fee.

While SafeTelecom does not directly offer apps to limit device usage time, users have successfully used third-party apps like Qustodio or Circle for this purpose.

You are encouraged to try these solutions to manage your screen time effectively.

Please keep in mind that these are third-party apps/services and may charge a separate subscription fee.

If our engineering team makes the determination that an app is incompatible with KosherOS, it's likely due to certain functional dependencies that our OS cannot support, like heavy reliance on browsers.

In such cases, we recommend looking for alternative apps that offer similar services and are compatible with our OS.

Yes, visual voicemail is available. It is a feature based on your carrier, so if your carrier offers visual voicemail, their customer support should be able to activate it on your device.

Hardware Questions

If you are experiencing performance issues with your device, there are several steps you can take to try and resolve the problem.

Firstly, check the storage in your device settings to ensure there is enough onboard storage, as a lack of storage can slow down performance.

You should also remove unused apps to free up space.

Additionally, it's advisable to check the app store updates section for any updates to apps you use, which may improve performance.

If these steps do not help, the issue might be due to a physical malfunction or damage, notably if related to the battery or its connections.

For devices out of warranty, visiting a local repair store might be a viable solution to see if the device can be fixed at a reasonable cost.

Please feel free to visit https://www.ubreakifix.com/ to find a nearby Google-authorized repair shop.

Screen issues during calls, such as the screen starting to blink or becoming unresponsive, can often stem from a sensor in the phone that is designed to lock the screen when held close to your face.

This feature is intended to avoid unintentional button presses and conserve battery power.

If you're facing such issues, check if the phone's screen is cracked or if there's anything obstructing the area around the 'selfie' camera, as either could confuse the sensor and lead to screen problems during calls.

Unfortunately, if your phone is beyond its warranty and support period, we can only offer limited advice, and you may need to seek external repair options.

Bring Your Own Device (BYOD)

No, unfortunately, not all devices are the same, and phones from carriers have additional software that prevents us from installing our operating system.

Our Bring Your Own Device (BYOD) program is very specific about the devices that can be used. 

Please refer to the product description for a list of compatible devices.

To send your device for the trade-in or BYOD process, please follow these steps:

1. Ensure that the device model is compatible with our program as listed on the product page. (please see https://kosheros.com/products/google-pixel-7-byod for an example)

2. If purchasing a new device, make sure to buy it directly from the listed and recommended retailers to ensure it is truly unlocked and compatible.

3. Ship your device to our headquarters, ensuring to use the address provided in our communication. Please include a note in the package referencing the order and include your contact information.

4. Make sure the device has no pin code on it and has been factory reset before sending it in.

5. Once we receive your device, we will begin the programming process and ship it back to you within the specified timeframe.

Yes, our BYOD program has limitations. It strictly applies to devices from specific sources, as carrier-provided devices (from Verizon, AT&T, T-Mobile, etc) often have additional software that interferes with our ability to install our Operating System (OS).

For details about the BYOD program, including pricing and eligible devices, please refer to the link provided by our support team.

For a quick example, please see a sample BYOD product page such as https://kosheros.com/products/google-pixel-7-byod.

Tech Support

If you encounter issues logging into your account or using apps due to possible internet restrictions, SafeTelecom Support may be able to provide you with a temporary browser to complete the login process in some cases, but not in all cases. Once logged in, the temporary browser will be removed.

If you face issues with specific apps not working or appearing in the App Store, please provide us with detailed information including the account number associated with your device or the mobile phone number if the device is unresponsive.

Your account number can be found by opening the SafeTelecom App Store and tapping on the Settings gear icon at the bottom right of the store. Having this information allows us to assist you more efficiently.

For technical support related to another person's account, it's best if the account holder contacts us directly.

Providing tech support via a third party can be delayed and confusing.

To assist effectively, we need the account number of the person needing support.

If you are experiencing issues with late texts or calls not coming through, this problem is likely related to your carrier rather than your device.

We suggest contacting your phone service provider to check if there are any outages in your area or if they can resolve the connectivity issues you are experiencing.

WhatsApp

Blocking new WhatsApp features is dependent on the model and technology platform of your device. For older device models, we might be unable to block new WhatsApp features.

However, new features can be blocked on our newest phone models, the Pixel 4 (black version), Pixel 6a, Pixel 7, Pixel 7a and higher.

If you'd like to remove WhatsApp access entirely from an incompatible device, please reach out to request that specifically from our customer service team.

Currently, it's not possible to block profile images on suggested channels on WhatsApp.

While you cannot follow the suggested channels, we are exploring ways to achieve a more selective blocking method in the future.

In recent months, WhatsApp has release a new feature called Channels that allows users to search and "follow" content channels based on interests. This feature creates access to content that is in conflict with the mission of our company and the standards that our customers expect us to maintain. 

The good news is that our team led, and continues to lead, the way in blocking/managing this new feature, as well as the Meta AI features as well. The features continue to evolve, and with them, so does our effort to keep them blocked. 

However, our ability to manage and block access to the features/content is limited to our newest generation of phones. Older models of our devices may be running with a different core operating system that can't properly block this access. For this reason, we have discontinued access to WhatsApp on older devices.

We recognize this is a major inconvenience and can impact personal and business communications; however, we simply can't justify allowing this kind of access in a "Kosher" technology product. 

These are not changes we can anticipate or control, so as technology changes around us, we respond to the challenges we face. 

This is our current list of modern phone models that fully support our up-to-date WhatsApp blocks:

  • Google Pixel 4 (Black edition)
  • Google Pixel 6a
  • Google Pixel 7
  • Google Pixel 7a
  • Google Pixel 8
  • Google Pixel 8
  • Google Pixel 8a

Thank you for your understanding and dedication to a safe technology space!

Yes!

For users with our latest SafeTelecom phone models, we offer the optional capability to block the Status feature on WhatsApp. 

Please reach out to our customer service team to request this change.

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