My child is unable to use their device on the school network

If set up properly Mobile Zone should disable when your child connects to the school network so that we don’t interfere with the schools filtering system.  If that school is a Family Zone partner school we will already have set everything up for you.  If they are not a partner school make sure that you link your child to their school and we will contact the school and make sure that everything works.

Steps to resolve:

My child is connecting to a safe network but Mobile Zone isn’t turning off

A network’s SSID (name) is one of the components that is sometimes used to determine if a network is safe, these are case sensitive and you need to make sure that there are no spaces or incorrect characters.  Mobile Zone must also be able to connect to the internet and our servers to be able to get any new config.

Steps to resolve:

  • Check the settings on the app to see if the network they are connected to is listed

  • Review the Safe WiFi settings and ensure that they are spelt correctly and that you pay attention to capital and lowercase characters, update if needed

  • Connect the device to another WiFi network (E.G. a phone’s hotspot) for a few minutes so that Mobile Zone can download the new Safe WiFi from our servers

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

For more information you can read our Safe WiFi 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

  • User’s name

  • Device affected 

  • Time of issue

  • Description of the issue

  • Screenshots of any block pages etc