For Location to work, we require the following on the device that you want to track:

  1. Mobile Zone must be updated to the latest version

  2. The Location feature must be enabled

  3. Location services permission must be granted on the device 

  4. The device must have internet access (and data)

  5. Apple Services must not be blocked in web categories (for iOS devices)

How do I grant the location services permission on my child’s device?

On your child’s device, open the Mobile Zone app.  If the location permission is not granted there will be a red banner across the top of the app that reads “There is an issue with permissions on this device, and it may not be protected.  Tap to fix.”   Tap on this banner and follow the prompts to grant the location permission. Make sure you select “Always Allow”.

All of that is active, but the device still doesn’t show up in its current location.

Some devices don’t maintain an active internet connection when the device is in “sleep” mode, i.e. when not actively in use and the screen is blank.  As a result, it may not immediately respond to our request for location.  The device will usually respond when it ‘wakes up’ and connects to the internet.  We will present the last known location in this instance.

My child’s iOS (Apple) device doesn’t show up when it’s at home connected to the Family Zone Box.

If you have blocked the category “Apple iMessage & Notification (Family Zone Box Only)”  the device will be unable to respond  while connected to the Family Zone Box.  Unblocking this category should allow the device to send its location.

Supporting Solutions

Feature Guide: Location

Troubleshooting: Location | Current device location not showing

How to: find your children’s devices with Location

How to: disable Location

How to: enable Location

How to: Check Zone Manager Version on iOS

How to: Update Zone Manager on an iOS device

How to: Check Mobile Zone version on Android

How to: Update Zone Manager on Android

How to: Check Mobile Zone version on Android

How to: Update Mobile Zone on Android

How to: Check Mobile Zone version on iOS

How to: Update Mobile Zone on iOS device