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Kids App - FAQ

I forgot my password

If you forgot your GROM password, you must have a parent account linked in order to send a password reset.

If you are a child with a parent link:

  • Tap forgot password when you try to log in
  • Enter your nickname 
  • Your password reset code will be sent to the email address associated with the parent-linked account.
  • Enter the reset code and type a new password.

I want to delete my account.

Before you delete your account, please reach out to us with any questions or concerns so we can try to help make your GROM experience better for you. 

If you still would like to delete your GROM account, you can do so by:

  • Go to Settings
  • Tap Delete Account
  • Enter your nickname
  • Enter your password
  • Confirm your account deletion

Be careful! ALL of your data will be deleted from our servers if you delete your account and it cannot be recovered.

What are interests used for?

When you select interest on your account, they will be used to curate your feed and show you more videos based on the topics that you select. You can always edit your interests in settings. 

When you upload a video to GROM, you can tag the video with the same set of topics used for interests so that people that like that kind of content will see it first.

How do I block or unblock a user?

Blocking a user:

If a GROM user is being problematic, you can block their account by tapping the 3 dots in the top right corner of their profile page, and selecting block user

Note: if this user is posting harmful content, bullying, or showing harmful/illegal content, please report them as well in the same menu that you find the block user button. 

Unblocking a user:

You can find a list of all the accounts you have blocked by going into settings and tapping blocked users

From there, you can unblock any user by tapping the X to the right of their nickname and confirming the action.

How do I change my nickname?

On GROM, you can change your nickname once per year by going into settings and then tapping Login Information

From there, tap Change Nickname and type a new nickname.

Note: You may be asked to change your nickname if we find it harmful or offensive.

Why was I asked to change my nickname?

If we find your nickname harmful or offensive, we may ask you to change your nickname. We strive to be as safe and inclusive as possible at GROM, and with ever-changing youth slang and code-words, some word combinations may be deemed inappropriate.  

How do I change my Gromatar’s appearance?

You can always change your Gromatar’s appearance by going to the Dressing Room from the home screen.

How do I react to a post?

On the feed, you can react to posts rather than just liking them by long-pressing the like button. 


There are 3 additional reactions that you can choose from on the feed:

  • Thumbs up
  • Laugh
  • Wow

How do I reply to a comment?

You can reply to comments on any post in two different ways:

  • Tapping the reply button below any comment
  • Sliding any comment to the left and tapping the gray reply arrow.
How do I send a post to a friend?

You can send any public post to a GROM user by tapping the send post arrow that shows up on any post on the feed. 

From there, select the friends you want to send the post to, and tap send! It's that easy. 

Safety FAQ

I’m concerned about my child becoming addicted to social media, do you have features to prevent this?

With Grom being a family-created platform invented by kids, we see this issue first-hand. Therefore we have implemented many features to prevent social media and smartphone addiction in kids and teens. We try our best to promote positivity, staying active, and mental health awareness on our platform. 

Time reminders in feed

We know how concerning it is for a child to be addicted to scrolling a feed. With our screen time messaging, your child will periodically be reminded to take a break from their devices after a period of time scrolling the feed.

Set a time limit in parent monitoring

If the built in messaging isn’t enough, you can set a custom time limit for your child through the parent experience. In order to do this:

  • Open Grom and sign into your parent account.
  • Select the child you want to set a screen time limit for. 
  • Tap Info and Settings under the Profile tab
  • Select Time Limit
  • Tap the time limit box, by default it will say None.
  • Use the draggable selector to choose a daily time limit.
  • If you want to choose certain time limits for different days, you can do so by tapping Customize Days at the bottom of the screen.
  • Tap Done

Who should I contact if we’re worried about something on Grom?

You can always reach out to a staff member by emailing support@gromsocial.com

If there’s something specific on the platform such as a message, comment, post, or profile, you can report it within the app and our staff will review it.

What are you doing to make Grom even safer for young people in the future?

We are always taking the highest consideration for the children on our platform by keeping up to date on all of the latest safety features and trends. Our staff diligently researches new ways to prevent bad content from reaching the platform and are informed by our partners at COPPA and KidSafe to meet the latest requirements for certification. 

My child is upset about hurtful comments on Grom – what action can you take?

At Grom, we do not tolerate bullying or hate speech in any form or fashion. Please have the user report the specific message, comment, or post. You can also report the user from their profile page.

A Grom user is putting pressure on my child / student to do something risky (e.g. take part in a dare) – what should I do?

Please make sure to have your child report this user to our staff via tapping the three dots on their account page. Be sure to take screenshots where necessary in case we reach out for further information. Your child may also block users that they are uncomfortable with by using the same menu that they block users from.

What information do I need to submit when they sign up on Grom?

On Grom, kids are only required to provide a 

  • Username 
  • Password
  • Birthdate. 

They can optionally select some interests to curate their video feed if they choose.


Parent sign up requires a(n) 

  • Email
  • full name
  • birthdate
  • password. 
What safety tools do you have in place on Grom?

At Grom, we are proud to show parents our robust, 5 layer safety system. Our safety features ensure that your child is safe from unsafe or inappropriate content, bullying, and more.

Age Verification

  • Every user on the app is age-verified through a video submission process called Parent Authorization. Parents will record a short video with their child authorizing them to use the platform.

Content Filtering

  • Every bit of user-generated content from photos to text goes through a content filtering system at WebPurify. All the content is run through a moderation process.

Staff Moderation

  • Our staff of trained and background-checked personnel give this content a second round of human moderation for any bad or “too personal” content that may be shared.

User Reports

  • All content in the app can be reported by a user to alert our staff to double check this content and review it against our policies.

Parent Monitoring

  • With our parenting experience, parents have the ability to monitor and control their child’s Grom Social account on the app.

Do you provide online safety advice to your younger users?

At Grom, safety is absolutely paramount to the experience we deliver. With our Digital Citizenship Licensing Program (DCL), your child can learn all about keeping themselves safe while they begin their internet journey. In the DCL, we cover 

  • Oversharing Online
  • Digital Footprints
  • Sharing of Personal Information
  • “By Kids for Kids” Messaging
  • Quick, Easy and Fun
  • Entertaining Videos with Q/A
  • Age Appropriate Learning
  • Cyberbullying Awareness


Additionally, we feature special safety messaging throughout the app to remind kids of safe practices while they navigate our platform.

How do I report something concerning on Grom?

You can report any specific user, post, direct message, or comment on Grom, and it’s really easy to do so. 


Reporting a User:

If you see a concerning user on Grom, you can report them by pressing the 3 dots on their profile and tapping “report user”

Select one of the options, or you can choose the last option “something else…” to give more specific information on why the user is being reported. 

Reporting a Comment:

If you see a concerning comment on Grom, you can report it by sliding the comment to the left and tapping on the pink flag button.

 

Select one of the options, or you can choose the last option “something else…” to give more specific information on why the comment is being reported. 

Reporting a Post:

If you see a concerning post on Grom, you can report it by pressing the 3 dots that show up on all posts within the feed. 

After pressing the 3 dots, tap “report”. When you report a post on Grom, you are required to let us know why the post is being reported. 

Select one of the options, or you can choose the last option “something else…” to give more specific information on why the post is being reported. 

Reporting a Direct Message

Open the conversation with the user in the app and long-press the message in question. 

Press the report button on the bottom right. 

Select one of the options, or you can choose the last option “something else…” to give more specific information on why the message is being reported. 

Where can I find your community guidelines?

You can find our community guidelines here. We try to be as clear as possible on what is and is not acceptable on Grom. If you have any questions about our community guidelines, you can reach out to us at support@gromsocial.com

Parents APP - FAQ

How do I add my child to my account?

Adding a child is the first step after creating your account and allows you to access Parent Authorization and parent monitoring features. 

When you log in, press the blue plus button on the grom family page to add a child. You will be prompted to either create a new child account or log into an existing account.

Creating a new account is easy and the entire process can be completed in the parent experience. Your accounts will be automatically linked when completing the sign up process. Your child will create their Gromatar when they log in on their device for the first time. 

Linking an existing account is even easier with our QR code scanning feature.

  • Have your child open their app and go to settings and tap Scan QR Code. 
  • Have them scan the code on your device and your accounts will be automatically linked!

How do I set a time limit for my child?

There are two ways to set time limits for your child’s access to GROM. You can either:

1. Use our Screen Time feature in the Parents experience:

  • Open Grom and sign into your parent account.
  • Select the child you want to set a screen time limit for. 
  • Tap Info and Settings under the Profile tab
  • Select Time Limit
  • Tap the time limit box, by default it will say None.
  • Use the draggable selector to choose a daily time limit.
  • If you want to choose certain time limits for different days, you can do so by tapping Customize Days at the bottom of the screen.
  • Tap Done

2. Use Apple or Android’s Built in Screen Time functionality. 

I forgot my password

If you forgot your password to your parent account you can easily recover it by tapping forgot password on the login screen. 

  • tap forgot password 
  • Enter your email address that you used to sign up for GROM
  • Check your email for the verification code 
  • Enter your verification code into the app
  • Choose a new password and confirm it. 

You can also change your password at any time by going to settings and choosing account info

I need to change my email address

If you need to change your email address you can easily do so by going into settings and choosing account info. 

From there you can select change email

  • enter your password so we know it’s you. 
  • Enter a new email address 
  • Confirm the new email address by entering the confirmation code that we send to your inbox. 

Done!

I want to delete my account

Before you delete your account, please reach out to us with any questions or concerns so we can try to help make your GROM experience better for you. 

If you still would like to delete your GROM account, you can do so by:

  • Go to Settings
  • Tap Delete Account
  • Enter your email address
  • Enter your password
  • Confirm your account deletion
  • Be careful! ALL of your data will be deleted from our servers if you delete your account and it cannot be recovered.

Parent Authorization Tutorial

Parent Authorization is key to giving your child the full Grom Social experience. With Parent Authorization, your child gains access to all the interactive features such as being able to

  • Post to the public feed (by default they can only save drafts.)
  • Follow and be followed by other Grom users.
  • Interact with posts on the feed (like, comment, share.)
  • Have monitored direct messages with other Grom users.

Parent Authorization is fast and simple. Your child will be prompted to get authorization multiple times throughout the onboarding process and any time they try to use a feature that requires authorization. Your child might ask you to download the app, or, if you are signing them up for an account, you can authorize their account right after linking your profiles.

Log into your account and select the child you are authorizing. Tap the Authorize Account button on any of the parent monitoring tabs. 

Tap the next button on the welcome screen.

You will now enter the Parent Authorization screen. 

  • Your camera view will be on the top of the screen with the prompt below
  • You may be asked for camera access at this point if you haven’t already.
  • Record a video with both you and your child in view, and recite the prompt. 
  • After you finish, press the record button again to stop. Your video will then replay to make sure you are satisfied with it.
  • You can either Submit the Video or press the Back button to re-record.
  • You will then get the verification screen that prompts you to check your email in the next 24 hours. You will receive an email that either approves or denies your child’s authorization. If you are denied, you will be given a reason and have to re-submit a video.
  • Your child will receive a prompt in the app when their authorization was approved or denied. 

Signing you and your child up for a GROM account.

Signing up for a GROM account is simple. If your child found the app, they can sign up for an account by themselves, or if you found the app, you can sign both you and your child up for GROM. 

If you want to sign your child up for GROM:

  • Download GROM here.
  • Tap I’m a Parent on the welcome screen
  • Enter your email
  • Verify your email by entering the code you receive in your inbox.
  • Finish creating your account by providing your name, birthdate, and a password.
  • Once your account is created, you will enter the Grom Family screen.
  • Tap the blue Add a Kid button toward the bottom of the screen.
  • When asked if your child has an account already, tap Not Yet to sign them up for an account.
  • You will been be guided through the process of creating an account. You will create their nickname, and their password.
  • Your child’s account will be created and linked to their account.
  • You can Authorize your child’s account right away or do this later.
  • Download the app on your child’s device and have them log-in using the credentials you just created.
  • Your child will be prompted to create a Gromatar and begin their GROM experience!

What can I do with parent monitoring?

Our parent monitoring experience gives you full insider access to your child’s social experience on GROM. 

With parent monitoring you can:

  • View your child’s account and all of their posts 
  • See the comments they publish on other user’s posts. 
  • Check their direct messaging conversations
  • View who they follow and who follows them
  • Edit your child’s personal information 
  • Set screen time limits and customize which days have limits. 

With our parent monitoring features you can rest assured that you know what content your child is consuming and how they interact with others on the internet. 

Why was my child’s video removed?

If our human moderators find that a video goes against our community guidelines, it will be removed from the feed, and you will receive a notification in the parents app. 

From there, you can view the video that was removed at the top of the posts tab of parent monitoring, and see the reasoning for its removal. If you believe we have made a mistake by removing the video, you can dispute it by tapping the dispute for review button. Our team will review the post for a second time to determine if it violates our guidelines. 

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