> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://helpdesk.safesurfer.io/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Why does my Kid-Safe device report that it was "unable to enrol device" and "couldn't connect to service"?

If you're installing the Kid-Safe Experience on a "bring your own" Samsung device, you might get a message on your Kid-Safe device that it was "unable to enrol device" and "couldn't connect to service". This can happen if you entered the serial number and/or IMEI incorrectly during the setup process on the dashboard.

| You can resovle this by leaving the setup process on the Safe Surfer dashboard (by going back to the [Devices menu](https://safesurfer.io/devices/)), and on the Samsung phone going to the Settings app > General management > Reset > Factory data reset > Reset > Delete all. You can then begin the installation again by clicking the "+ New Device" button on the Devices menu.

![](https://storage.crisp.chat/users/helpdesk/website/f8920d476a21b000/safesurfer-kse-badserialimei_7rds68.png)