Troubleshooting Alerts & Consequences

Applies to: Premium Members

I’m not getting the alert emails

We’ve put the Family Zone app back onto my child’s device and they can’t access the internet

If you’ve put the Family Zone app back onto your child’s device and they are unable to access the internet it could be because they have been put into sleep time permanently due to a consequence being applied.  Actions to resolve:

My child removed the app and they still have access to the internet, the consequence didn’t apply

The sleep time consequence won’t apply to the device that triggered the consequence to be applied until Family Zone is reinstated on that device. Sleep time should be applied to any other devices owned by that user.

It’s been 60 minutes and the apps aren’t working again after the hide all apps consequence

Once the 60 minutes is up it can take a few minutes for the message to reach the phone to turn the apps back on.  Our systems need to send a message (Via Apple or Google) to the phone to tell it that the consequence is over.

  • Wait a few minutes as it can take 5 minutes for the phone to be told the consequence has ended
  • Check that the device has internet access through WiFi or mobile data by going to familyzone.com
  • Reboot/Power Cycle the phone as this ensures that the device checks in and gets any messages that may be pending with Apple or Google

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

We are here to help. Login to your Family Zone app as a Parent. Go to Settings > Support center.

Have details available to help us troubleshoot your problem:

  • Account email
  • Child’s name
  • Devices impacted
  • Time of the issue
  • Description of the issue