I’m not getting the alert emails

Actions to resolve

• Check the users activity feed to see what actions might have triggered alert emails recently

• Check the alerts settings and make sure it’s turned on

• 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

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

We’ve put Mobile Zone back onto my child’s device and they can’t access the internet

If you’ve put Mobile Zone back onto your child’s device and they are unable to access the internet it could be because they have been put into sleep time permanently due to a consequence being applied.  

Actions to resolve

• Cancel the sleep time consequence

My child removed the app and they still have access to the internet, the consequence didn’t apply

The sleep time consequence won’t apply to the device that triggered the consequence to be applied until Mobile Zone is reinstated on that device.  Sleep time should be applied to any other devices owned by that user.

Actions to resolve

• Check if the consequence is applied to the user

• Reinstate or reinstall Mobile Zone on to their device

  • iOS (Apple)

  • Android

  • Chromebook

  • Mac

  • Windows

It’s been 60 minutes and the apps aren’t working again after the hide all apps consequence

Once the 6o minutes is up it can take a few minutes for the message to reach the phone to turn the apps back on.  Our systems need to send a message (Via Apple or Google) to the phone to tell it that the consequence is over.

Actions to resolve

• Wait a few minutes as it can take 5 minutes for the phone to be told the consequence has ended

• Check that the device has internet access (either WiFi or Mobile Data) as we can’t send 

• Reboot/Power Cycle  the phone as this ensures that the device checks in and gets any messages that may be pending with Apple or Google

My child’s apps on their iOS (Apple) device don’t come back where they were

This is a limitation of how Apple allows us to implement the hide all apps feature.  We recommend caution when applying the Hide Apps consequence for users with iOS (Apple) devices.

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

For more information you can read our Alerts & Consequences 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