FAQ
Your questions, answered plainly
Can't find what you're after? Call +61 (0) 417 567 658 or email support@thirulabs.com and our team will help.
Good questions
About PICO
Is this just another antivirus?
No. Traditional antivirus mostly checks your device for known threats during scans. PICO is an Endpoint Detection and Response (EDR) service: it watches what's happening on each device all the time, looks for behaviour that doesn't seem right, and can respond straight away. And if a device does get infected, our Device Sanitisation Service is there to help clean it up.
Do I need this if I already have Norton or another antivirus?
That depends on what you want. If you're happy with scan-based protection, your current product may be enough. If you want live monitoring, behaviour-based detection, family controls and hands-on clean-up help in one service, PICO is built for that.
Running two security products at once can cause conflicts, so most families switch when their current subscription is due to renew. We can help you remove the old product and install PICO.
Will it slow our devices down?
PICO is designed to be lightweight and run quietly in the background, so you can stream, game and work as normal. If you ever notice a slowdown, tell us and we'll help sort it out. You're also covered by our 14-day money-back guarantee.
Is it hard to set up?
Most people are set up in minutes. Choose your plan, check out, and your licence key arrives by email. Download PICO, run the installer, and enter your licence key and agent token. If you'd rather not do it alone, call us and we'll walk you through it.
Which devices does PICO work on?
PICO supports the most common home computers. Check the current list of supported operating systems on our download page before you buy. If a device turns out not to be supported, our 14-day money-back guarantee has you covered.
Good questions
Family, privacy and safety
Is my family's data private?
Yes. PICO collects only the security information it needs to protect your devices, such as details about suspicious files and connections. We don't sell your data, and we don't use it for advertising. You can read exactly what we collect, and why, in our privacy policy.
Will my kids know PICO is there?
We recommend telling them. Parental controls work best when kids know the rules and why they exist. Agree on time limits and what's okay together, and use activity reports as a reason to talk, not to catch them out.
Is it suitable for older parents?
Yes. Once it's installed, PICO runs on its own. There's nothing to remember to scan and no technical settings to manage. Alerts are written in plain English, and our specialists are available on the phone. Many families install it on Mum and Dad's computer using a spare device from their own plan.
Can I install PICO on my work laptop?
If your employer manages your work laptop, check with your IT team first, as they may already run their own security tools. PICO is ideal for personal computers you also use for work, and for protecting the home network around them.
What happens if we get infected?
PICO is designed to spot and respond to many threats automatically, and it will tell you in plain English what happened. If a device needs more help, our Device Sanitisation Service can check it, clean it up and get it protected again. Learn about Device Sanitisation.
No security product can stop every threat, so we'll always be straight with you about what happened and what to do next.
Good questions
Plans and billing
How do renewals and billing work?
Yearly plans are billed once a year and renew yearly. Monthly plans are billed every month. The price you see includes GST, and the total is shown before you pay. We'll email you before a yearly renewal so there are no surprises.
Can I cancel?
Yes, anytime, from your account. Your protection continues until the end of the period you've already paid for. If PICO isn't right for you, ask for a full refund within 14 days of buying.
Can I switch between monthly and yearly billing?
Yes. Contact us or change it from your account, and the new billing period will start from your next renewal.
What if we get more devices than our plan covers?
You can move up to a bigger plan at any time from your account, or contact us and we'll sort it out for you.
Can I use my plan on devices in another home?
Licences are per device, so you can use a spare one on a family member's computer, such as your parents', and keep an eye on alerts for them.
Give your family protection that's always watching
Set it up tonight. Get on with life tomorrow. And if PICO isn't right for your home, you've got 14 days to change your mind.
14-day money-back guarantee · Cancel anytime · Specialists on the phone, Mon-Fri 9am-5pm · support@thirulabs.com