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:

• Check and update your child’s date of birth

• Check that profile updates are set to automatic

• Manually change the age profile profile of your child

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

• Contact our support team for assistance

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 the website to be sure that it is blocked or allowed

• Check the device is assigned to your child

• Check that the right Age Profile has been applied to your child

• Check that Family Zone filtering hasn’t been turned off

• Check that they are not on a Safe Network

• 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:

• Reset the Internet Filtering Rules

• Create a new user and move the devices onto the new user 

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.