Troubleshooting Your Child Cannot Access an App

Applies to: Premium Members

My child can’t access an app that they should be able to access

If your child tells you that their internet isn’t working or that they can’t access an app (on an Apple iOS or Android device) that they should be able to, this could simply be us doing what we are supposed to be doing.  If we are blocking an app it’s likely to say something like “Check internet” or “Unable to refresh feed” or it could simply be a spinner and the content never loading.

  1. Check the device is connecting to the internet
    On the child's device, use a web browser (Chrome or Safari)
    Go to www.familyzone.com  

    If our website loads, go to the next step. If our website does not load, check your connection to WiFi or Mobile Data.

  2. Check to make sure the correct owner is assigned to the device
    How to Change a Device Owner in the Android App?
    How to Change a Device Owner in the iOS App?

  3. Borrow the device to an adult profile and see if you have access
    How to Temporarily Turn Off Filtering a Child's Android?
    How to Temporarily Turn Off Filtering on a Child's iOS Device?

  4. Check the internet usage for the user to see what is being blocked
    How to Check a Child's Usage in the Android app?
    How to Check a Child's Usage in the iOS App?

  5. Quick time change to another access type that may have access
    How to Turn On a Quick Time Change from a Parent's Android App?
    How to Turn On a Quick Time Change from a Parent's iOS App?

  6. Update the Internet filters & rules > Social networks and games to allow the app or allow "Other Games" or "Other Social"
    How to See All the Custom Website Rules in the Android app?
    How to Customize the Filtering Rules in the iOS App?

  7. If the blocked app offers steaming video, like Disney+ or Netflix,
    see Troubleshooting Video Streaming Services


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