It doesn’t show the current location of my child’s device

This could be because:

  • Switched Off: The device may be switched off

  • No internet: The device may not have access to the internet

  • Not set up: You may not yet have enabled Location through the Family Zone App on the device

  • Location permission disabled: Your child may have disabled the location services permission for Family Zone  (through the device’s settings)

  • Parent Device: You’ve set the device up as a Parent device

  • Old Apps: You need to have our latest versions of our Apps.

  • Timing: The device may be taking a while to respond with its location

Actions to resolve:

I can’t see the location option in the Family Zone app installed on the parent's device

The Location feature is only available in the most recent versions of the Family Zone app installed on the parent's device.

Actions to resolve:

My issue still isn’t resolved, what do I do next?

For more information you can read our Location feature guide.  It has a number of FAQs and links to how to guides that may help you with what you need to do.

Alternatively you can contact our support team for help.  

Please ensure that you include the following information in your request:

  • Account email

  • Child’s name

  • Devices impacted

  • Time of issue

  • Description of the issue