Getting help
Email admin@oakshield.app or call [support phone number]. If a computer shop set up Oakshield for you, you can also call them: their number is on Oakshield's Get help page.
Before you share anything with someone on the phone, check it's really us.
Subscriptions
How much does it cost?
See the current prices. Individual covers one computer; Family covers up to 10 computers with the same activation code.
How do I cancel?
Open Oakshield, go to Settings, and choose Manage subscription. That opens a secure page from Stripe, our payment company, where you can cancel in a couple of clicks. You can also email or phone us and we'll cancel it for you. There's no fee to cancel.
Your subscription keeps working until the end of the time you've already paid for, then stops renewing.
What happens if I stop paying?
Scam protection stays on: blocking strangers from taking control, closing fake virus warnings, blocking scam websites, and alerts to your family. Only virus checks pause. If a payment fails, everything keeps working for 14 days while you update your card.
Will I be reminded before a yearly renewal?
Yes. We email you about a month before a yearly subscription renews, with the date and the amount.
Can I get a refund?
[Your refund policy, for example: "If you're not happy, email us within 30 days of a payment for a full refund of that payment."]
I have an activation code. Where do I type it?
In Oakshield, go to Settings, type the code under Subscription, and press Activate. The code is in the email you got after paying.
Using Oakshield
Oakshield says someone is connected to my computer. What do I do?
If you didn't expect it, choose Disconnect, then hang up the phone. If you'd given out any passwords or card details, call your bank using the number on the back of your card.
Oakshield blocked a program I actually need.
Your helper (the person you chose during setup) can allow it in Oakshield's helper settings. That's protected by a PIN, so a scammer on the phone can't talk you into allowing it.
Does Oakshield replace Microsoft Defender?
No. Keep Microsoft Defender on. Oakshield adds the protection Defender doesn't have: against people, not just viruses.
Why did Oakshield suggest removing my free antivirus?
Some free antivirus and "PC cleaner" programs show alarming pop-ups, push paid upgrades, or collect browsing data. Scammers use the same tricks, which makes the real warnings harder to spot. Oakshield suggests removing them and never removes anything without asking. Microsoft Defender protects you either way.
Removing Oakshield
Open Windows Settings, then Apps, find Oakshield, and choose Uninstall. If a helper PIN was set, Oakshield asks for it, so a scammer can't remove it while they're connected. Uninstalling doesn't cancel a subscription; cancel it separately.