Why aren’t I getting Alert notifications?

This could be because:

  • Timing: App download notifications can take between 20 and 60 minutes.

  • Notifications disabled: If you’ve turned off certain settings you won’t get sent notifications.

  • No Tracking: You may have switched tracking off for particular users.

  • No Reports: You may have switch reports off for your account.

  • Spam: Your email may be stuck in your email spam folder. Check to ensure our emails are set as “not spam”.

  • No Email address: You may have signed up with a mobile number. We need an email address to send the report.

  • Unsubscribed: You may have unsubscribed to an email from us (through an unsubscribe link on our emails).

Actions to Resolve

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

For more information you can read our Behavioural Alerts and Red Flags 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