Troubleshooting Access to a Blocked App

Applies to: Premium Members

My child can access an app that I’ve blocked

Use these steps if your child is accessing an app you blocked on their Apple iOS or Android device. You can also use these steps when a child is accessing an app during Sleep, School, or Study time when it should only be available during Play time.

Steps to resolve:

  1. Check to see if your child should be allowed access to the app
  2. On the child's phone or tablet, open Safari, Chrome or a web browser
    and go to the diagnostic web page http://www.home.tools 

  3. On your Child's device, open Safari or Chrome and go to the website for the app you blocked
    A Family Zone Block Page will be displayed if the app developer is blocked

    You may need to search for the app in the browser to find the link to the app developer

  4. Check the Family Zone app on a parent device to see if they are any issues with the device
    Check for Alerts by Device

  5. Check to make sure the correct owner is assigned to the device
    See or Change a Device Owner

  6. Check the internet usage for the user to see what is being allowed

    Check Online Usage

Once you’ve determined why your child has access to the app then you can

  1. Update the internet filtering rules for the user to allow the blocked app
    Customize Filtering Rules

  2. Reinstate the Family Zone app on the child’s device if it has been tampered with
    Reinstate Device Management on an Android Phone or Tablet
    Restore or Update the Connect App on Your Child's iOS Device
    Troubleshooting Reinstate Device Management on an Apple iOS Device

  3. Reinstall the Family Zone app on the child’s device
    Install and Set Up the iOS App
    Install and Set Up the Android App

  4. Change the owner of the device to the correct user
    See or Change a Device Owner

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