Reset a Lost Password

Applies to: Insights Members and Premium Members 

Parent's app: Android or iOS

Article type: Fundamental steps

Forgotten Password

If you lost your Password, you can reset it from the Connect App using your email. The screens are slightly different in the Connect App on Android and iOS devices. After you request a password reset, the steps are the same.

From a Parent's phone or tablet:


  1. Tap I already have an account 
  2. Under Password, tap Forgot password? 
  3. Verify your email is correct and tap Reset 
  4. Tap OK 
    Continue to Set a New Password

iOS (iPhone or iPad)

  1. At the Sign in screen, tap Forgot password? 
  2. Verify your email and tap RESET 
  3. At the confirmation message, tap OK 
    Continue to Set a New Password

Family Zone will email you a link to reset your password.

Set a New Password

The next steps are the same for Parents using Android or iOS.

On a Parent's phone or tablet:

  1. In the Password Reset email, tap click here
  2. Enter your new password twice
    Use letters and numbers
    Passwords are case sensitive, no spaces
    Tap SUBMIT
  3. At the confirmation, reopen the Connect App

You can sign in with your new password right away.

What is the difference between a password and a PIN?


Parents use a password to add, edit or remove details about the Family members. The password are needed to make changes to billing and subscriptions. Passwords are used to turn off tracking, remove devices from the Family, and uninstall Family Zone from a Child's device.

PIN (Personal Identification Number) 

A Parent uses their PIN to authorize changes such as changing Sleep time to Play or Study time. Parents have the option to also set a PIN for a Child. The PIN is used to borrow a phone, tablet or computer with the access level set by the Parent.

Fingerprint ID and Face ID (biometric) Logins 

The "biometric login" is used by a Parent to prevent a Child from opening the Connect app on a Parent's phone. Biometric data is stored on a phone or tablet and cannot be accessed by Family Zone.