I am not receiving Access Requests email notifications

All users on an account with parental access should receive email notifications when users request access to a website or a change in their access type.  If you are not, then there may be something wrong with us sending you emails.

Steps to resolve:

  • Check your spam/junk folder of your email, our emails may be being flagged as spam

    • Ensure you flag the email address as known so emails go to your inbox

  • Download and sign into the the Family Zone app as a parent, this will allow us to send you push notifications

  • Log a support ticket to have them investigate, you may have opted out of emails

I have a notification but there is no to do in the account

To dos are created when email or push notifications are sent out and should be visible in your online account or the the Family Zone app installed on a parent’s device.  Any user with parent access on the account can action To dos, if you’ve got a notification but there is no To do, it likely means either:

  1. Another user with parent access has closed the To do, or

  2. It has passed midnight for the user who requested the access change.

 If you are at all concerned, you should check the device.

I’ve added the website to the age profile controls but it’s still not being controlled correctly

The websites feature is designed to control specific websites, it is not for controlling apps or platforms like Snapchat, Instagram and Facebook.  

Steps to resolve sites that are not being controlled correctly:

  • Check the website is set up correctly

    • Make sure that you’ve not blocked/allowed www.website.com and the site you’re accessing is m.website.com 

    • Check the spelling of the website

    • Check that the blocked/allowed are around the right way (blue is allowed, red is blocked)

    • Check the website is blocked/allowed for the correct age group profile

    • Check the website is blocked/allowed for the correct access period (Play, School, Study or Sleep)

  • Check the rules for the website in the Website check feature.

  • Check the usage for the user to see if there are other categories that are impacting the blocking rules and the other categories are also blocked and update them

  • Check to make sure there isn’t a conflicting website rule within the Websites section of Internet Filtering & Rules.

TIP: If you’re trying to control a specific social media (Facebook), steaming media (YouTube) or gaming (Minecraft) app or platform please read our Content Filtering feature guide.

I have allowed access to a page but somethings, like videos and images, are still not loading

Sometimes resources like videos and images are linked to within a website rather than stored at the same location.  Allowing access to a website won’t always allow access to all of the content within the site.

Steps to resolve:

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

For more information you can read our Access Requests 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

  • Site you are trying to control

  • If you are trying to block or allow it

  • Time of issue

  • Description of the issue