Troubleshooting Age Profiles and Filtering

Applies to: Premium Members

My child’s Age Profile didn’t automatically update

Age Profiles and the associated internet rules should update on the night of your child’s birthday assuming the settings haven’t been changed and their date of birth is correct.

  1. Check and update your child’s date of birth
    Change a Child's Details

  2. Put your Child in a younger or older age group
    Change Your Child's Age Profile

  3. Reset your Child's settings to allow the Age Profile to update on their birthday
    Troubleshooting Automatic Updates to Age Profiles

I can’t see any settings in the Internet Filtering Rules

When you access the Internet Filtering Rules you should be able to see the default Online Safety Expert Profile that has been applied, the red time periods are when that category is blocked, the blue ones are allowed.  If you’re unable to see any settings in Internet Filtering Rules then there may be an issue with your account or your browser.

  1. Log into your account and check the Internet Filtering Rules in another browser or the Family Zone app on your parent device to see if they show.
    Customize Filtering Rules

  2. Make sure that the internet rules haven’t been changed by showing overrides
    Reset Internet Filtering Rules

The Internet Filtering Rules aren’t applying to my child’s device

If your child is accessing something that they shouldn’t or they can’t access something when they should could indicate an issue with the device or your Internet Filtering Rules.

  1. Check the website to be sure that it is blocked or allowed
    Check a Website Rating

  2. On your Child's device, open Safari, Chrome or a web browser and go to the diagnostic page at

  3. Check the device is assigned to your child
    Check Device Restrictions

  4. Check that the right Age Profile has been applied to your child
    Change a Child's Details

  5. Check that Family Zone filtering hasn’t been turned off
    Temporarily Turn Off Filtering a Child's Phone or Tablet

  6. Check that they are not on a Safe Network
    Check Safe Networks on a Child's Phone or Tablet

  7. Try to access the same page in a private or incognito mode browser

All my Internet Filtering Rules have been changed and I can’t remember what they were

If you (or someone else with access to your account) and you can’t remember what they are you can reset them back to defaults.

  1. Reset the Internet Filtering Rules
    Reset Internet Filtering Rules

  2. Create a new user and move the devices onto the new user
    Add a Child

    Then remove the old Child profile
    Remove a Child or Parent

Filtering Type Comparison

Family Zone's default settings are designed to fit most Children as they grow up. As your Child matures they are ready to access a wider range of online content. Premium Members can adjust the filtering to fit their Child. Use this comparison to choose the best changes to help your Child.

1. Internet filters & rules
Optional steps for all children in the Age profile

Turn on and off access to online content based on the Routine type for each Child. For example, 2 children in the same age group start Play time an hour apart. As each Child's Play time starts, the web content is allowed or blocked based on these filters and rules.

2. Routines
Optional steps per Child

Set time of day for Play, Study, School, and Sleep time per child. For example, a Parent can allow a Child to have more access to the Internet by increasing or adding the Play hours. Edit the weekday School Day or the weekend Rest Day schedule.

3. Age profile
Advanced option per Child

Use predefined cyber safety age groups with recommended cyber safety settings. The Child's birthdate sets the Age profile. A Parent has the option to move a Child to a more restrictive (younger) profile or less restrictive (older) profile. Advanced options are available to override the automatic updates to the next age group on a Child's birthday.


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