My child’s Age Profile didn’t automatically update
Age profiles and the associated internet rules should update on the night of your child’s birthday assuming the settings haven’t been changed and their date of birth is correct.
Steps to resolve:
I can’t see any settings in the Internet Filtering Rules
When you access the Internet Filtering Rules you should be able to see the default Cyber Expert Profile that has been applied, the red time periods are when that category is blocked, the blue ones are allowed. If you’re unable to see any settings in Internet Filtering Rules then there may be an issue with your account or your browser.
Steps to resolve:
Log into your account and check the Internet Filtering Rules in another browser or the Family Zone app on your parent device to see if they show
Make sure that the internet rules haven’t been changed by showing overrides
The Internet Filtering Rules aren’t applying to my child’s device
If your child is accessing something that they shouldn’t or they can’t access something when they should could indicate an issue with the device or your Internet Filtering Rules.
Steps to resolve:
Check that the right Age Profile has been applied to your child
Try to access the same page in a private or incognito mode browser
All my Internet Filtering Rules have been changed and I can’t remember what they were
If you (or someone else with access to your account) and you can’t remember what they are you can reset them back to defaults.
Steps to resolve:
My issue still isn’t resolved, what do I do next?
For more information you can read our Cyber Expert Profiles 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
IMPORTANT NOTE: Troubleshooting filtering issues can be difficult without the device available to test & troubleshoot with. It is best to contact the support team with the device handy and having the problem. If that’s not possible, then please have an accurate time stamp as to when the issue occurred.