Troubleshooting → The browser extension

A site I blocked opened anyway

Household rules are enforced on the device, so a rule that is not on the device does not apply. Nearly always this is a device that has not synced.

What is probably going on

Most likely

That device has not synced since you wrote the rule. Rules travel to devices on a schedule rather than instantly.

Check this firstOpen the extension's options and look at when it last synced.

Press "Sync now" in the extension options.
Confirm the rule count matches what your dashboard shows.

Cause 2

A parent override is still running. An override granted at the block screen lasts 15 minutes, an hour, or until tomorrow, and while it is running the rule is deliberately not applied.

Check this firstThe extension options list an active override for that site.

End the override from the extension options, or wait for it to expire.

Cause 3

The site was opened in an app or a browser without the extension. A rule is enforced where Haven is; a second browser with no extension is a second front door.

Check this firstIt was blocked in your main browser and opened in a different one.

Install the extension in every browser on the device, or remove the browsers you do not want used.
For a category rather than one site, the DNS layer covers every browser at once — that is the difference between the two layers.

Next door to this

A device is not picking up the household settings A rule works on one device but not another

Still stuck?

Two doors, and neither of them is a queue you never hear back from.

Report this — it did not work Have a technician do it with you

Last checked 2026-08. Nothing on this page was written by a model — a made-up menu path is worse than no instruction at all, and this is the page somebody reads when they are already stuck.