Troubleshooting Calendars and Routines

Applies to: Insights or Premium Members in Australia and New Zealand
Please note: Does not apply to US Members

My Child’s Routine is changing at the wrong times

Routine changes are completed based on the time zone set for the user in your online account.  If you’ve moved or are in a different location for a holiday then you’ll need to update the time zone for all the users in your account to ensure the user's routine changes occur at the correct time.

My Child’s Calendar is all Rest Days

In Australia and New Zealand only: Sometimes your Child's Calendar resets when you Opt-out of the ANZ School Community

My child is being managed by the wrong school

In Australia and New Zealand only: When your Child changes Schools, a Parent needs to update the link

My Child is on school holidays but the Routine isn’t set to Rest Days

If your child isn’t linked to a school or isn’t linked to a partner school you’ll need to manage school holidays yourself, this can be done through our calendars functionality in your online account or through the Family Zone app installed on a parent’s device.

Steps to resolve if your child is linked to a School Community in Australia and New Zealand:

  1. Contact the school to find out why they’ve not put the school holidays in
  2. Add in school holidays manually (see above)

Tip: Your Child's Calendar is supplied by the School if they have “School days set by School Name” next to their name.

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

We are here to help. Sign in to your Connect App as a Parent. Go to Settings > Support center

If you don't have the Connect App

Have details available to help us troubleshoot your problem:

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