My child’s routine is changing at the wrong times.

Routine changes are completed based on the timezone set for the user in your online account.  If you’ve moved or are in a different location for a holiday then you’ll need to update the timezone for all the users in your account to ensure users routine changes occur at the correct time.

Steps to resolve:

  1. Change users timezone

My child’s calendar is all rest days.

This sometimes occurs if you have opted out of School Community and your child is linked to a partner school.

Steps to resolve:

  1. Opt back in school community

  2. Check School Days are back in Calendar for affected users

  3. On selected users settings, unlink the school listed

  4. Opt the Zone out of SCP

  5. Re-add the students to the school 

  6. Check the calendar is correct

My child is being managed by the wrong school.

Your child may have changed schools or attend so you’ll need to update them to have the correct school.

Steps to resolve:

  1. Remove the existing school from your child

  2. Add the new school

My child is on school holidays but the routine isn’t set to rest days.

If your child isn’t linked to a school, or isn’t linked to a partner school you’ll need to manage school holidays yourself, this can be done through our calendars functionality in your online account or through the Zone Manager app.

Steps to resolve if your child isn’t linked to a school:

  1. We recommend you link your child to a school as they may be a partner school and set school holidays for you

  2. Check your child’s calendar to see if they now have school holidays

  3. Add in school holidays manually

Steps to resolve if your child is already linked to a non partner school:

  1. Add in school holidays manually

Steps to resolve if your child is linked to a partner school:

  1. Contact the school to find out why they’ve not put the school holidays in

  2. Add in school holidays manually

TIP: Your child is being managed by a partner school if they have “School days set by School Name” next to their name on the calendars screen.

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

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

Alternative 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

  • Sites they are attempting to visit

  • TIme of issue

  • Description of the issue