I received the notification but I can’t see a To do in my account

Our system automatically closes To dos if we detect they have been resolved and are therefore no longer relevant.  Also any user with parental access to the account can close or ignore To dos.  This may be why you can’t see a to do in your account when you’ve received a notification.  You should check your emails are getting through and the device in question.

Steps to resolve:

  • 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

  • If you are at all concerned, check the device to make sure that it’s working

I’m not getting the alert emails

You should be getting email alerts to you whenever we flag an alert in our system.  If you are not, there could be an issue with emails.

Actions to resolve

Not getting device not seen in 14 days notifications

Every time we create Device not seen in 14 days To do we send you an email.  If you are not getting them there may be an issue with you receiving our emails.

Steps to resolve:

  • Unmute any devices that may have been muted

  • 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

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

For more information you can read our Alerts & Alarms 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