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Activation Process on iOS


These are the complete steps for activating the Family Zone App on iOS

  • Download "Mobile Zone" from the App Store
  • Log into the Family Zone Account and generate an activation key
  • Open te Mobile Zone App and enter the activation key
  • Select the family member of the iOS devices
  • Activate and press OK on the pop-up
  • Safari will open and re-direct to Settings
  • MDM installation will begin, press Install on the right hand corner
  • Enter the Passcode (lock screen) of the iOS device
  • Tap next then Install
  • Tap Trust and then Done to finish installing the MDM profile
  • Safari will open again, wait for the notification that the installation has successfully installed
  • Tap Open App to return to the Mobile Zone App


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Troubleshooting iOS


Unable to generate an activation key

  • Sign in to your Account
  • Click on Services
  • Click on My Services
  • Check your Plan and Entitlements


Safari does not open after activating Family Zone App


After entering the activation key, selecting family member and pressing activate, nothing happens

  • Open Settings on iOS device
  • Menu: Settings > General
  • Menu: General > Restrictions
  • Check Safari is not disabled within device restrictions


  • Open Settings on iOS device
  • Menu: Settings > Safari
  • Select: Advance at the bottom of the menu

  • Check that JavaScript is enabled


Profile Installation Failed - Mobile Device Management is already installed.


This error will occur if there is an MDM profile already installed on the iOS device. Apple only allows one MDM profile to be installed on an iOS device. If this device has a school management profile installed, do not remove it.

  • Open Settings on iOS device
  • Menu: Settings > General
  • Select: Device Management
  • Remove the existing MDM Profile


Profile Installation Failed - The new MDM payload does not match the old payload


This error will occur if there is an existing Family Zone profile already on the iOS device.

  • Open Setting on the iOS device
  • Menu: Settings > General
  • Select: Device Management > Family Zone
  • Select: Remove Management
  • Generate new activation key
  • Activate Family Zone App

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Activation Process on Android


These are the complete steps for activating the Family Zone App on Android

  • Install Mobile Zone App
  • Log into your Family Zone Account and generate an activation key
  • Open Mobile Zone App and enter activation key
  • Select the family member the Android devices belongs too
  • Select: Enrol
  • Select: Device Administrator > Activate this device administrator
  • Select: VPN > OK
  • Select: Read Device ID > Allow
  • Select: Usage Access > Family Zone > Permit usage access 
  • Press the back button to return to the Family Zone App


 Android Versions 4.0.3 - 4.4 5.0 5.1 6.0 - 7.0
Device administrator (tick) (tick) (tick) (tick)
VPN (tick) (tick) (tick) (tick)
Read phone state       (tick)
Usage access     (tick) (tick)


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Troubleshooting Android


VPN permission are requested after every Reboot


On Android versions (4.0.3 - 4.4), each time the phone is rebooted, all VPN permissions need to be re-granted. This is a feature of the earlier versions of the Android operating system. Thus after each reboot the VPN permissions for Family Zone will need to be re-granted. Updating to a later version of Android will resolve this issue.


Unable to uninstall the Family Zone App on Android.


Open: Devices setting menu
Menu: Security > Other security settings
Select: Device administrators
Turn off: Family Zone
Uninstall Family Zone App