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 the Family Zone app back onto my child’s device and they can’t access the internet
If you’ve put the Family Zone app 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:
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 Family Zone is reinstated on that device. Sleep time should be applied to any other devices owned by that user.
Actions to resolve:
Reinstate or reinstall Family 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