I can’t log into my child’s chromebook with my google email address

In order to ensure that your child can’t just sign up for another gmail account and log into the device unprotected Family Zone Safe Chromebooks don’t allow standard Gmail accounts to log in.  If you need to use your account to log into the Chromebook, you’ll need to let us know so that we can allow your specific email address to log in.  Please note this email account on the chromebook will not be protected.

Steps to resolve:

  •  Log a ticket with our support team providing your email address so that it can be allowed

I can’t log into the Chromebook with my child’s school GSuite (Google) account

Family Zone’s Safe Chromebooks are locked down so that only allowed domains are able to log into them.  We have to specifically allow the domain (e.g. @schoolname.school) to log into the account to ensure that all accounts on the device are protected.  Your child’s school account needs to be a Google GSuite account in order to be able to log into the Chromebook.

Steps to resolve:

  • Contact the school and confirm that the account is a GSuite account

  • Log a ticket with the support team providing your child’s school email address so that we can allow the domain

I can’t add my child’s Family Link email address to Chrome

Google doesn't allow Family Link email addresses to be added to other Safe Chromebook if the child is under the age of 13.

Steps to resolve:

  •  Get a non Family Link email account for your child

I’ve powerwashed the device but it still says it’s enrolled with Family Zone

If you no longer wish your child’s Chromebook to be managed then the Family Zone support team  will need to cancel the enrollment.  Please ensure that you log the support ticket from the email address that you’ve signed up to Family Zone with so that we can verify the request is coming from you.

Steps to resolve:

  • Stop managing the Chromebook through the Family Zone app installed on your iOS (Apple) or Android device then;

  • Email our support team from the email address associated with your Family Zone account requesting cancellation of your Safe Chromebook service

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

For more information you can read our Safe Chromebooks 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