Support
Get help with activation, account access, subscriptions, blocked sites, and general Shiild questions.
Some support flows may vary depending on your partner or device.
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Shiild Security is available exclusively through partner router integrations. If your router includes Shiild Security, follow the activation instructions provided in your router's app or configuration interface. Activation processes may vary depending on your router manufacturer, so please follow the specific instructions for your router.
Shiild Security is only available through partner router integrations. If you don't see Shiild Security in your router's app or configuration interface, your router manufacturer may not have partnered with Shiild yet. Check with your router manufacturer to see if they offer Shiild Security.
No, that's the beauty of router-level protection. Once you activate Shiild Security on your router, all devices connected to your network are automatically protected. There's no need to install software on computers, phones, tablets, smart TVs, or any other devices. Everything that connects to your network is protected automatically.
Once activated, Shiild Security works automatically in the background. You can verify it's working by checking your router app dashboard, which should show Shiild Security as active. You can access your Shiild settings and view your account status and protection statistics at cloud.shiild.com. You may notice fewer ads (if ad-blocking is enabled) and blocked malicious sites.
Shiild Security is a cloud-based DNS security service that protects your entire network at the router level. When you activate Shiild on your router, all internet traffic from devices on your network is filtered through our secure DNS servers.
We block malicious websites, phishing attempts, ads, trackers, and other threats before they can reach your devices. When your browser or app sends a DNS request for a blocked domain (advertising, tracking, malicious, or phishing website), our DNS server sends back a null response instead of an IP address, preventing access.
Since it works at the DNS level, there's no software to install on individual devices. Everything connected to your network is automatically protected.
Shiild Security Free provides basic network security that blocks sites with malicious content. Some router partners may also offer optional basic ad-blocking with the free tier.
Shiild Security Pro is a paid subscription that unlocks:
Pro features are continuously improving with more advanced protection.
Router-level protection means Shiild Security is activated through your router's interface. Once activated, when any device on your network tries to access the internet, the DNS request first goes through Shiild's secure DNS servers.
Our servers check the domain against our frequently updated database of blocked domains. If the domain belongs to an advertising, tracking, malicious, or phishing website, our DNS server sends back a null response instead of an IP address, blocking access before any harmful content reaches your device.
This provides protection for every device automatically, with no configuration needed on individual devices.
Shiild Security Free provides basic network security that blocks sites with malicious content, malware, and phishing using cloud DNS protection.
Shiild Security Pro provides:
All protection is provided through DNS-level filtering that works automatically for all devices on your network.
Some router partners may offer optional basic ad-blocking with Shiild Security Free. If available, you can enable it in your Shiild settings at cloud.shiild.com.
Shiild Security Pro includes advanced ad-blocking that uses filters to eliminate ads and trackers on every connected device. Pro ad-blocking blocks pop-up ads, in-app ads, and advertising domains across all your devices.
You can trust our default filters, block domains manually, or do both. It's up to you. This helps improve browsing speed, reduces data usage, and provides a cleaner online experience.
Family Protection is available with Shiild Security Pro. This feature blocks access to adult content and harmful websites for any device on your router's network. It helps keep your family safe online, and it works automatically for all devices connected to your network.
Shiild Security Pro includes privacy protection that blocks trackers and data collectors that try to monitor your online activity. This feature can be activated if your router partner has chosen to offer it. By preventing these tracking attempts, Shiild helps keep your browsing private and prevents companies from building profiles of your online behavior.
When you protect your router with Shiild, all devices connected to your network are automatically protected. This includes computers, phones, tablets, smart TVs, gaming consoles, smart home devices, and IoT devices. Any device that connects to your network (wired or wireless) is protected."
Shiild Security is only available through partner router integrations. If your router includes Shiild Security, it will be available in your router's app or configuration interface. Check with your router manufacturer or look for Shiild Security in your router's settings to see if it's available."
Shiild Security works at the router level, so it protects all devices on your network. If you use a VPN on a specific device, that device's traffic will go through the VPN first.
Most VPNs use their own DNS servers, which means Shiild's protection is typically bypassed for that device. This is especially common with corporate VPNs, where using the VPN's DNS servers is intentional for security and policy reasons.
You should assume that Shiild is not protecting traffic when using a VPN. In some cases it might still work, but it depends on how your VPN works and is configured.
Shiild Security protects devices connected to your home router's network. When you're away from home and using other networks (like public networks, mobile data, or another router), those devices won't be protected by your home's Shiild Security.
No, each Shiild account is designed for use with one router. If you use mesh routers, Shiild Security automatically runs on all nodes in your mesh network once activated on the primary router.
If you have multiple separate routers, you would need a separate Shiild account and subscription for each router."
Yes, Shiild Security protects all devices connected to your router, including smart home devices like smart speakers, security cameras, smart thermostats, and other IoT devices. Since these devices often have limited security features, router-level protection is especially valuable for keeping them safe from malicious content and preventing them from connecting to harmful servers.
No, Shiild is designed to have minimal impact on your internet speed and network performance. Our optimized DNS servers provide fast response times while maintaining security protection.
Since it operates at the DNS level, it adds minimal overhead to your network. Our lightweight solution works in the background without affecting your browsing speed, streaming quality, or online gaming performance.
By blocking unwanted traffic, Shiild reduces the amount of data your network needs to process. This makes your network lighter and can improve browsing speeds since less bandwidth is used for blocked content.
Yes, Shiild can reduce your bandwidth usage. Since it operates at the DNS level, it uses very little bandwidth itself. More importantly, by blocking unwanted traffic, Shiild prevents unnecessary data from being downloaded, which can significantly reduce your overall bandwidth usage.
No, Shiild works with online gaming and streaming services. Our optimized DNS infrastructure provides fast response times, and we don't interfere with legitimate gaming or streaming traffic. In fact, by blocking unwanted traffic, Shiild can improve your experience by reducing unnecessary network traffic. If you experience any issues with specific games or streaming services, you can contact support for assistance.
Shiild Security operates as a DNS filtering service. DNS-related data is processed to operate, secure, and improve the service. This data is not used for advertising, profiling, or resale.
We collect minimal data necessary to provide the service, such as account information for subscription management and anonymized, aggregated statistics about threats blocked for service improvement. DNS data processing, anonymization, and retention follow the practices of our DNS infrastructure provider.
Our service uses encrypted DNS protocols (DoH, DoT, DoQ, DNSCrypt) to protect your queries from interception. For detailed information about our data practices, please review our Privacy Policy at cloud.shiild.com/privacy/.
Yes, Shiild Security uses secure, encrypted DNS protocols to protect your queries. We support all popular secure DNS communication protocols including:
These protocols encrypt your DNS queries, protecting you from request interception, eavesdropping, and alteration. We also support DNSSEC technology, which verifies the authenticity of DNS records with digital signatures.
The specific protocols available depend on your router partner's integration.
DNSSEC (DNS Security Extensions) is a technology that allows you to verify the authenticity of DNS records with digital signatures. Shiild Security supports DNSSEC, which provides protection against attacks on DNS queries and responses that aim to forge or change their content. This adds an extra layer of security so the DNS responses you receive are authentic and haven't been tampered with."
You can upgrade to Pro at any time by visiting cloud.shiild.com. The upgrade process will guide you through selecting a monthly or yearly subscription plan and setting up payment. Once upgraded, Pro features are immediately available on your account.
We accept all major and local payment options including credit cards, debit cards, and other payment methods available in your region. All payments are processed securely through our payment partners. We do not store your full payment card information on our servers.
You can manage your subscription, update payment information, view payment history, and cancel your subscription at any time through cloud.shiild.com. Simply log in with the email address you used when activating Shiild Security, and you'll have access to all account management options.
Yes, you can cancel your subscription at any time through cloud.shiild.com. When you cancel, you'll continue to have access to Pro features until the end of your current billing period (monthly or yearly).
After that, your account will automatically revert to Shiild Security Free, which includes basic security protection.
Yes, subscriptions are set to automatically renew at the end of each billing period (monthly or annual, depending on your plan) to ensure your protection continues without interruption. You can cancel your subscription at any time through your account settings.
We offer a 14-day refund policy for new subscriptions. If you're not satisfied with Shiild within the first 14 days of your subscription, contact our support team for a full refund.
To request a refund, please contact our support team at support@shiild.com with your account information. Refunds are typically processed within 5-10 business days and will be credited back to your original payment method.
Yes, we offer discounted pricing for annual subscriptions compared to monthly billing. Annual plans provide better value and save you money over the course of the year.
If a payment fails, we'll notify you via email and attempt to process the payment again. If payment continues to fail, your account will revert to the free tier. You can update your payment method at any time to restore premium features.
Yes, you can access receipts and invoices for all your payments through your account dashboard. All payment confirmations are also sent to your registered email address. You can download and print invoices for your records at any time.
Shiild Security requires email verification for permanent access to your account. Unverified accounts may be deleted after 14 days. With email verification, your Shiild Security Free account remains active according to our terms of service. We may request reactivation via email quarterly to handle abuse and idle accounts.
You can reach our support team by emailing support@shiild.com. We typically respond within 24 hours during business hours and are here to help with any questions or issues you may have.
Sometimes a site or service may not work as expected, and not every issue is caused by Shiild. If you think Shiild is blocking something incorrectly, contact support@shiild.com with the website URL, what you expected to happen, and the router or provider flow you are using. Our team will review the site and adjust filters where appropriate.
Still need help?
When self-service is not enough, include your router or provider, the device you are using, and the issue you are seeing.