Knowledge Hub

Yes, absolutely! You have 14 days to return Balance and decide if it’s right for you. This applies to both Balance Phone / Balance Phone Pro and Balance OS.

Since Balance Phones are built on Samsung hardware, you can also try the physical devices in advance at any Samsung store:

• Balance Phone is based on the Samsung Galaxy A16
• Balance Phone Pro is based on the Samsung Galaxy S25

This allows you to explore the hardware (size, camera, performance) before purchasing, while Balance OS takes care of the software experience.

We offer three products:

• Balance Phone: A ready-to-use smartphone built on the Samsung A16, with Balance OS included.
• Balance Phone Pro: A premium version built on the Samsung S25, offering a better camera and improved overall performance, with Balance OS included.
• Balance OS: A subscription service for users who already own a compatible Samsung device. It installs Balance OS on their existing phone without requiring new hardware.

The main difference between Balance Phone and Balance Phone Pro is the underlying hardware. Balance OS is ideal for users who want the Balance experience without purchasing a new device.

Apps and websites that focus on social media, gaming, gambling, streaming, adult content, dating or similar are blocked by design.

Balance is built to remove digital distractions and harmful content at a system level, helping users stay focused, safe and have a more intentional use of technology.

You can check whether a specific app or website is blocked using our URL Checker.

A Balance Phone is a smartphone designed to remove the most addictive parts of a phone. It’s built on Samsung devices running Balance OS, our custom operating system.

Balance OS automatically blocks access to social media, games, gambling, pornography, streaming and entertainment apps and websites. Everything else remains fully available. This means you can still use any useful app you need, messaging, navigation, music, banking, health, shopping, work tools, mobility apps and many more.

Balance OS also replaces the typical cluttered smartphone interface with a simpler, calmer design with no visual noise, helping you focus on what matters instead of endless notifications and distractions.

The result is a phone that keeps the benefits of modern technology while removing the addictive and harmful parts giving you back your time, attention and mental space.

Balance blocks content based on two criteria: the category it belongs to, and whether it contains in-app or on-site explicit, addictive or harmful content.

If an app or website doesn't fall into a blocked category, it can be accessed and used normally through the Play Store, Chrome or Ecosia.

You can check whether a specific app or website is blocked using our URL Checker.

When you purchase a Balance Phone or Balance Phone Pro, you get much more than just a device:

- The physical smartphone, ready to use
- Balance OS included for the lifetime of the device (the license is permanently linked to the phone)
- A 14-day return period so you can make sure it’s right for you
- USB-C charging cable (please note: a wall adapter/charging plug is not included)
- Ongoing customer support from our team
- A 3-year hardware warranty, for complete peace of mind (read here the full policy)

Everything you need to start using technology in a healthier, more intentional way, right out of the box.

Owning a Balance Phone means having a smartphone that works for you, not against you.

Unlike a normal smartphone that encourages endless scrolling and distraction, a Balance Phone removes addictive apps by design, protecting your focus, time, and mental well-being.

What makes it truly different is that a Balance Phone doesn't rely on the user's power of will. The Balance OS is a specialised system built into the device's configuration, it cannot be uninstalled by the user alone. This helps the user as it has strict limitations that cannot be bypassed lightly.

It keeps children and digital minimalists away from distracting and harmful content, while helping them maintain healthy digital habits, all while preserving the essential tools you actually need.

Yes! You can install apps via the Google Play Store as usual.

However, if an app does not meet Balance's criteria, such as apps related to social media, gaming, gambling, streaming, adult content or dating, it may download successfully but will be automatically blocked when you try to open it.

You can check whether a specific app or website is blocked using our URL Checker.

The easiest way is to check directly using our URL Checker.

Just enter the app name or website and you'll get an instant answer :)

Balance blocks content based on clear category criteria. Apps and websites related to social media, gaming, gambling, streaming, adult content or dating are blocked by design. Anything outside these categories is generally accessible and works normally.

If you're unsure about something after checking, feel free to reach out, we're always happy to help :)

Not at all! Most Balance users are adults who want focus, peace and better digital habits.

It’s perfect if you want to leave distracting habits behind and have a more intentional use of technology, stepping away from endless-scroll, gaming, betting, as well as explicit content.

Balance Phones are built on standard Samsung devices and come with a 3-year hardware warranty, covering manufacturing defects and hardware failures not caused by misuse.

The warranty does not cover accidental damage, theft, loss, or unauthorized repairs. In those cases, since the hardware is Samsung, repairs can still be handled easily through Samsung’s standard repair network.

Your Balance OS subscription includes:

- Balance OS access while your subscription is active
- The ability to transfer Balance OS to a new compatible Samsung device (device data is not transferred and must be set up separately)
- A 14-day return period so you can make sure it’s right for you
- Ongoing customer support from our team

Balance OS can be used on one device at a time and remains active as long as the subscription is active.

On most Samsung phones, yes.

The device needs to run Android 11 or higher and be compatible with Samsung Knox 3.4.1 or above (you can check supported models here).

To install Balance OS, a Factory Data Reset is required so the system can be set up securely from scratch.

Please note that second-hand or refurbished phones may sometimes present compatibility issues. In some cases, when devices are reconditioned, internal parts are replaced and an incorrect or modified IMEI (the device’s unique identifier) may be assigned. Since Balance OS installation relies on proper device identification, this can prevent remote enrollment.

If you’re buying a refurbished device, we recommend asking the seller to confirm that the phone has a clean and original IMEI to ensure Balance OS can be installed remotely without issues.

Absolutely! Balance Phone is designed to keep everything you genuinely need while removing distractions.

You can use messaging, email, navigation, banking, shopping, productivity, health, work and any other apps and websites normally, so your phone still works perfectly for everyday life.

A small number of apps and websites are restricted due to technical limitations for example HSBC, BankID, Danske Bank and UBS Banking. Aside from these exceptions, the vast majority of essential daily apps and websites are fully supported :)

If you have doubts about a specific app or website, you can check it at our URL Checker.

Parents, professionals, students, creators and anyone who wants their time back.

The installation process requires a factory reset, which will erase all data from your device. We strongly recommend making a full backup before starting the activation.

Some options to back up your data:

• Samsung Smart Switch: Backs up your device data to a computer or the cloud.
• Google Cloud: Backs up contacts, apps, and settings automatically.
• Google Photos: Backs up your photos and videos.
• WhatsApp :If you want to keep your chat history, back it up directly from within the app before proceeding, as restoring it afterwards is more difficult.

No, Balance blocks apps and websites by design, based on clear content rules, so you don’t have to constantly decide what should or shouldn’t be allowed.

You can check whether a specific app or website is blocked using our URL Checker.

If you want extra restrictions, you can add parental control apps like Google Family Link. And if you think an app or website has been blocked or unblocked by mistake, you can easily send feedback from the block screen or write to us, we’re always happy to review it.

Balance Phone works with almost all major carriers worldwide. However, AT&T and Verizon are not supported on Balance Phone or Balance Phone Pro. This limitation does not apply when using Balance OS on your own compatible Samsung device.

SIM compatibility:

• Balance Phone: Dual SIM supported.
• Balance Phone Pro: Dual SIM + eSIM supported.
• Balance OS: Carrier and SIM compatibility depends on your Samsung device.

No, restrictions work at system level and cannot be removed by the user.

If you want to remove the system from your phone, you need to contact us.

Yes! If you want zero browsing access, we can completely restrict browsers on your phone.

Just contact us at hello@thebalancephone.com and we’ll take care of it for you :)

Yes, but for security reasons it cannot be done freely on your own. To ensure Balance OS isn’t bypassed, factory resets are managed remotely by our team.

If you need to factory reset the phone, please contact us at hello@thebalancephone.com and we’ll guide you through the process or perform the reset remotely in a safe way.

You can only install apps via Google Play Store.

If an app does not meet Balance Phone's criteria (for example, apps related to pornography, social media, gambling, games, streaming or dating), it may download successfully, but it will be automatically blocked when you try to open it.

If you want to check whether a specific app is compatible before downloading it, you can do so quickly using our App Checker .

The return process depends on the product you purchased:

• Balance Phone or Balance Phone Pro: You can start your return directly through our official return portal by visiting the “Returns” section in the footer of our website or using this link: https://returns.reveni.io/balance-phone
  Just follow the step-by-step instructions to submit your request.Before returning the device, please make sure it arrives unlocked (no PIN or account lock active).
  
  If you need to perform a Factory Data Reset, you can request it from us and we’ll help you do it properly to ensure everything is removed securely.
  
• Balance OS subscription:To cancel your subscription, log in to your account at www.thebalancephone.com and manage your subscription from there. Once done, in 24-48 business hours your phone will come back to look like a Samsung phone.

Please remember that returns and refunds are only available within 14 days from the delivery date (for devices) or activation date (for Balance OS).

Here’s a step by step guide on how to set up your Balance Phone, Balance Phone Pro or Balance OS (note: if you’re activating your Balance OS subscription you’ll need to do a Factory Data Reset first)

1. Complete Samsung’s initial setup

When you turn on the phone for the first time, Samsung’s setup process will start. Complete the standard steps:

- Choose your language
- Connect to Wi-Fi
- Accept the terms and conditions


2. Wait for Balance OS to install

Once Samsung’s setup is finished, and as long as the phone is connected to Wi-Fi or mobile data, Balance OS will install automatically.

Please note that this process may take up to 10 minutes, and you should see a screen indicating we’re getting things ready.


3. Open Balance OS

When the installation is complete, the Balance OS welcome screen will open automatically.

If it does not open automatically, look for the Balance OS app on the phone and open it manually.

If you cannot find the app, please try doing a Factory Data Reset, it's possible the system hasn't activated. You can do so by going to Settings → General Management → Resets → Factory Data Reset.

If after the reset you still cannot find the app, contact us at [hello@thebalancephone.com](mailto:hello@thebalancephone.com).


4. Sign in with your email

When Balance OS opens, enter the phone user’s email address to continue.


5. Grant the required permissions

These permissions are essential for Balance to work correctly.

- Notifications access permission

Tap Grant permission. The Settings screen will open. Turn the permission ON using the switch.

- Accessibility permission

Tap Grant permission. The Settings screen will open. Go to Installed Apps, find Balance OS, and turn the permission ON using the switch.


6. Choose your home screen

The final step is to set the Balance Phone UI as the default home screen.

If you prefer to keep Samsung’s original interface (ONE UI), you can do so, and all Balance Phone restrictions will remain active.

Once these steps are completed, your Balance Phone is ready to use!

Yes, the phone must be connected to the internet (Wi-Fi or mobile data) during the first boot for Balance OS to activate. If the phone is not connected, Balance OS will not load and the setup will finish as a normal Samsung device.

If this happens, first try connecting the phone to Wi-Fi and check whether the Balance launcher appears (you can search for the Balance app and open it to trigger the setup).

If it doesn’t activate, perform a factory reset and repeat the setup process, making sure the phone connects to Wi-Fi throughout the Samsung setup process.

If it still doesn’t work, please contact us at hello@thebalancephone.com and we’ll help you fix it.

You can uninstall apps in several ways:

1. From the home screen:
   Press and hold the app name in the app list, then select Delete App.
   
2. From Settings:
   Open Settings, go to Apps, and delete the app from there.
   
3. From the Play Store:
   Open the Google Play Store, search for the app, and tap Uninstall.

At Balance, security works at a very deep system level, which means that, unlike a standard phone, PIN recovery is not always possible. For this reason, we strongly recommend keeping your PIN stored somewhere safe the moment you set it up. Please don't skip this step!

If you do find yourself locked out, contact our support team at hello@thebalancephone.com with the IMEI of your device. Depending on the situation, we may be able to help with a remote reset or guide you through the next steps, but please bear in mind that a full recovery is not always guaranteed.

If your Balance Phone (or Balance Phone Pro) is lost or stolen, unfortunately there is nothing we can do from our side to recover or replace the device.

If you are using a Balance OS subscription, we can help you transfer the subscription to a new compatible phone. Please note that this only transfers the system, your personal data (photos, apps, messages, etc.) is not transferred and cannot be recovered through Balance.

If this happens, we recommend securing your accounts (Google, Samsung, etc.) as soon as possible.

Yes. If you have an active Balance OS subscription, you can transfer it to another compatible device at any time by contacting us via email.

The new device must be a compatible Samsung phone running Android 11 or higher and Samsung Knox 3.4.1 or above (you can check supported models here).

To install Balance OS on the new device, a Factory Data Reset will be required so the system can be securely set up from scratch.

To request the transfer, simply contact our support team (hello@thebalancephone.com) and provide:

• Your order number
• The IMEI of the old device
• The IMEI of the new device

Please note that transferring your subscription does not transfer your personal data (contacts, photos, apps, etc.) between devices. If you’d like to move your data, you’ll need to use Samsung Smart Switch or a similar data transfer tool.

If you are using a second-hand or refurbished phone, keep in mind that compatibility issues can sometimes occur. In some cases, reconditioned devices may have internal parts replaced and an incorrect or modified IMEI (the device’s unique identifier) assigned. Since Balance OS installation depends on proper device identification, this can prevent remote enrollment.

If you’re buying a refurbished device, we recommend confirming with the seller that the phone has a clean and original IMEI, properly registered, to ensure Balance OS can be installed remotely without issues.

Since Balance Phone is built on Samsung devices, data transfer works the same way as on any standard Samsung phone.

We recommend completing your transfer after Balance OS is fully set up, to avoid any interference with the initial configuration.

There are a few options available depending on what you need to transfer:

1. Samsung Smart Switch is the most complete option, allowing you to transfer contacts, photos, videos, apps, call history, settings, and more, from both Android and iOS devices.

Smart Switch normally comes preinstalled on your Balance Phone. If not, install it from the Google Play Store and follow the on-screen instructions.

You can transfer wirelessly or via USB cable (recommended for speed and reliability).

- Smart Switch overview
- Smart Switch transfer guide


2. Google Backup will automatically restore your app data, contacts, call history, and settings when you sign into your Google account.

To check or enable it, go to Settings → Google → Backup.


3. WhatsApp chats should be backed up separately, as they are not always fully captured by other transfer methods.

Before switching, go to WhatsApp Settings → Chats → Chat Backup in WhatsApp on your old device and create a backup to Google Drive (WhatsApp's official guide).


4. Google Photos. If you already use Google Photos with backup enabled, your full photo library will be available as soon as you sign into your Google account on your new device.

You can return any Balance product within 14 days from the date of delivery. After this period, returns are no longer accepted.

All items must be returned in perfect condition. If a product is damaged, has missing parts, or shows signs of misuse, the return may be rejected.

For Balance Phone and Balance Phone Pro, the device must be in good condition and fully functional.
We recommend performing a Factory Data Reset before returning it (you can request this remotely via email at hello@thebalancephone.com). If not, the phone must be sent unlocked (no PIN or account lock) so we can handle the reset and refurbishment.

For accessories (cases, screen protectors, chargers, etc.), they must be returned clean, undamaged, and with the original packaging intact (no broken or missing packaging).

These errors may occasionally appear and are usually related to the device’s enrollment status. The good news is that they are quick to resolve from our side.

Please contact us at hello@thebalancephone.com, indicating the error code you are seeing, and include the IMEI of your device. You can find it under:

Settings → About phone → IMEI

Once we receive this information, we will review your device and resolve the issue as soon as possible.

When you try to open a blocked app or website, one of the following may happen:

1. You’ll see a Balance block screen explaining that the app or website is not allowed. If it’s a website, this screen will show a short explanation of why the website is blocked and an option to double-check the classification.
   
   When you select it, our system will analyze the website more deeply. If it was incorrectly blocked, access will be granted. If not, you’ll see a clearer explanation of why it remains blocked.
   
2. For apps, you may still be able to download them from the Play Store, but when you try to open or use them, Balance will block access automatically.
   
3. In stricter cases, the app may not be downloadable from the Play Store at all. This is normal and means the app is being blocked at a deeper system level.

Balance provides system-level blocking by default.

If you want extra restrictions (for example, limiting settings changes, screen time or block access to allowed apps), you can add an additional blocking app or parental control layer such as Family Link, Samsung Parental Controls or other apps.

Because Balance works at system level, bypassing these apps becomes significantly harder than on a standard phone, making the whole setup much more robust.

The easiest way to tell is by looking at your home screen. If Balance OS is active, you will either see the Balance OS home screen, or, if you chose Samsung One UI, the Balance OS app will be visible on your device.

You can also verify that restrictions are working by trying to open an app or website that should be blocked, such as a game or social media platform. If Balance OS is active, you will see a Balance blocking screen when trying to open it. Note that you may be able to download an app, but you should not be able to open or use it.

If you can freely access apps or websites that should be restricted, Balance OS was likely not set up correctly. In that case, please don't hesitate to reach out to us at hello@thebalancephone.com

Balance OS only collects anonymous and aggregated data related to system usage and the detection of unauthorized access.

We do not read messages, emails, or any personal content. Privacy is a core principle for us. You can read the full details in our Privacy Policy on our website.

Installing apps from outside the Google Play Store (for example, using APK files or other app stores) is not supported on Balance Phone. In most cases, the installation will be blocked or the app will not work properly.

This is intentional and part of how Balance maintains a secure and controlled environment, ensuring all apps follow the same safety and content criteria.

If your device has a manufacturing defect (for example, it doesn’t charge or the touchscreen isn’t working and there is no visible damage), it is covered under our warranty with no problem.

In this case, please contact us and we’ll guide you through the next steps. You can read more details about our warranty policy here.

Balance blocking works as a system-wide set of rules for the whole community, not as individual on/off switches per user. This is intentional and part of our philosophy: Balance is designed to remove addictive or harmful content by default, without requiring constant decisions.

That said, if you believe an app or website has been misclassified, you can absolutely request a review.

• For websites, you can use the “double-check classification” option directly from the block screen. Our system will automatically analyse the website again in more depth and, if it was incorrectly blocked, access will be granted. If not, you'll see the explanation of why it's blocked.
  
• For apps, or if you want to provide additional context, you can send feedback directly from the block screen or contact us by email.

We review these requests carefully, although apps and websites that clearly fall into blocked categories may remain restricted to maintain Balance’s core principles.

Yes! If you need an invoice, simply contact us at hello@thebalancephone.com and we’ll send it to you.

Balance OS works on top of Samsung’s system as a protected environment. This means that even if the interface changes visually to Samsung One UI, Balance restrictions remain active in the background as long as Balance OS was activated during the onboarding.

First, check whether the Balance app is still installed on the device. If it is, simply opening the app will trigger the Balance interface again.

You can also confirm that Balance is active by trying to access a blocked app or website (for example, a game or social media app or website).

If you want to set up the Balance interface as the default one, you can do so by going to:
Settings → Apps → Default apps → Home app → select Balance OS.

If you would like to prevent switching the interface back to Samsung One UI altogether, this can be restricted by adding an extra parental control layer, such as Family Link.

If the Balance OS app is missing or the Balance interface doesn’t come back, please contact our support at hello@thebalancephone.com so we can check the device.

Yes! Balance OS allows both interfaces. Even if you switch to Samsung One UI, Balance restrictions remain active in the background.

You can switch between interfaces by going to:

Settings → Apps → Default apps → Home app → select Balance or Samsung One UI.

If you want to prevent switching the interface, this can be restricted using Family Link.

Balance OS can only be removed upon request, it cannot be uninstalled directly from the device. Depending on your situation, here's how it works:

• If you have a Balance OS subscription and want to cancel it, simply log in to your account and manage your subscription from there. Once cancelled, your phone will return to looking and working like a standard Samsung device within 24-48 business hours.
• If you have a Balance Phone (without a separate subscription) and want to remove Balance OS, just reach out to us at hello@thebalancephone.com and our team will guide you through the verification process and take care of everything on our end.

Either way, we've got you covered, just let us know and we'll make it as smooth as possible :)

If you’ve made a mistake with your order (such as selecting the wrong product or entering an incorrect shipping address), please contact us as soon as possible at hello@thebalancephone.com.

We’ll do our best to correct it before the order is shipped. Once the order has been dispatched, changes may no longer be possible on our side.

Essentials is your customizable list of daily apps. It’s designed to show only the apps you actually use and need on a regular basis, helping you keep your phone simple and focused. You can add up to 8 apps maximum in this section.

You can choose which apps appear there by using the options “Mark as essential” to add them or “Unmark as essential” to remove them. You can do this by:

• Pressing and holding the app name in the list and selecting one of these options, or
• Going to Balance Settings → Manage Essentials and managing them from there.

Yes, this is possible by adding an extra parental control layer using Family Link. This prevents the user from changing system settings, including switching the home interface. Keep in mind that, even if you switch to Samsung One UI, Balance restrictions remain active in the background.

1. Open the Family Link app on the parent’s device.
2. Select the child’s account.
3. Go to Controls → Devices → [Child’s device name].
4. Open App permissions.
5. Set permissions to “Only parents”.

This will prevent the user from changing app permissions and accessing key device settings, including switching between Samsung One UI and the Balance interface.

These permissions are necessary for Balance OS to work properly and apply its protections.

The Accessibility permission allows our system to detect when an app or website is opened so it can determine, anonymously, whether it should be blocked. It does not read your messages, view your screen or access personal activity, it simply enables the blocking system to function as intended.

The Notifications permission is used to display Balance system messages, such as block alerts. It does not access or store your personal notifications.

Both permissions are used strictly to operate the service and protect your experience, always respecting your privacy.

Yes! If you want zero browsing access, we can completely restrict browsers on your phone. Just contact us at hello@thebalancephone.com and we’ll take care of it for you.

You can link your accounts directly from Balance Settings. There, you’ll find a shortcut (Account settings) that redirects you to the phone’s main Settings, where you can manage and add accounts linked to the device. From that section, you can add your Google account and, separately, your Samsung account as you would on a standard Samsung phone.

Important: If this is a child account, Google and Samsung parental controls may activate automatically. If they’re not set up correctly, they might interfere with Balance OS. To avoid this, you can add an adult’s account during setup and configure parental controls later if desired. Parental controls are optional and not required for Balance OS to work as intended, although Balance OS is fully compatible with them.

Yes! Balance is fully compatible with Google Family Link, Samsung Parental Controls and all third-party parental control apps available on the Play Store.

Many families choose to combine Balance with parental controls to add extra layers such as screen time limits, app restrictions or settings protection.

One advantage is that Balance makes bypassing restrictions of these parental controls significantly more difficult compared to standard parental control setups alone, since blocking works at system level rather than just app level.

Important: If you log in with a child Google account, Family Link restrictions may activate automatically during setup. If not configured correctly, they can sometimes interfere with certain system behaviors. For this reason, we recommend completing the full phone setup first and then configuring parental controls afterward.

If you ever experience limitations within specific apps (for example, access restrictions or permission issues), these are typically caused by Family Link or another parental control app, not by Balance itself. Balance only blocks access to specific categories of apps and websites, not individual app functions.