I can’t see the app store on my child’s device

If App installs are not permitted through the Internet filter & rules for your child’s Age Profile then the app store won’t be visible on your child’s device.  You can resolve temporarily or permanently

Actions to resolve

I’m not getting emails for installed apps

Depending on the time of day you should get an email within 30 - 60 minutes of an app being installed.  

Actions to resolve

I want to install an app on my child’s device but the app store is off

If you’ve blocked the app store but want to install an app on your child’s device you’ll need allow access to the app store temporarily.

Actions to resolve

My child can’t purchase skins or levels for the game they are playing

Your child won’t be able to purchase skins, levels and other things within games or other apps if you have In App Purchases blocked.

Actions to resolve

I can’t download a free app onto my child’s device

Apple and Google don’t distinguish between free apps and paid apps when permitting access to installing apps.  In order to install any apps you’ll need to allow access to install apps temporarily or permanently. 

Actions to resolve

I can’t update an app on my child’s device

If app installs are not permitted for your child then they won’t be able to access the app store to update apps.  In order to get apps updated you’ll need to allow access to install apps temporarily or permanently. 

Actions to resolve

I have the app store blocked but my child can still access it on their iOS (Apple) device

You may have a new phone or have upgraded your old phone to iOS 13 or above.  Apple has changed the rules in iOS 13 that means we are unable to block the app store.

Actions to resolve

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

For more information you can read our App & In App Purchases 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