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’ve turned off app installed alert emails but I’m still getting them for Hazardous apps

Due to the nature of Hazardous apps and the fact that they can interfere with our filtering you’re unable to turn off email notifications for Hazardous apps installation.

The app my child doesn’t have a review and I don’t know if it’s safe

Our Cyber Experts work tirelessly to ensure that they review as many apps as they can, however there will always be new apps that they’ve not managed to get to.

Steps to resolve:

  • Contact our support team and request that the app be reviewed, please provide the name of the app and which child has installed it

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

For more information you can read our Cyber Expert App Reviews 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