Troubleshooting Links to Schools in the US

Applies to: US Insights and Premium Members

Parent's app: iOS or Android

Excludes: School Community in Australia and New Zealand 

You can't link your Child's Devices to their School

Participating US Schools can report School online activity to Parents. You Child's school will email the steps to install the Connect App on a Parent's phone or tablet. 

Use the troubleshooting steps below if you cannot see your Child's School or data.

You are installing Connect for the first time

During the installation process, the Connect App retrieves a connection to your Child's School using the email address you have on file with your School. 

If you are new to Family Zone and don't see your Child's link, take the following steps. If you have Family Zone account, find the steps in next sections.

  1. Open the email instructions your Child's School sent to you. This email address must be used when you install the Connect App for the first time to find your Child's account.

  2. If you did not receive an email with instructions from your Child's School, give your School IT or School Administration the email address you want to use to monitor your Child's Devices. Ask your School to resend the email instructions.

  3. Install and set up the Connect App using the email address in the instructions from your Child's School
    Link a Child's Device to a US School

  4. If the email instructions were sent to another Parent or guardian in your home, ask your School IT to switch to your email address in their list.
    Do not install the Connect App until your School confirms the email is updated. After the correct email is on file, install the Connect App and
    Link a Child's Device to a US School

If your Child's School is using an email you don't use on your phone, you still need to set up Connect with this email. After you set up the account add a second Parent account in the Connect App with your preferred email address.

You can use the second account to review your Child's activity. Use the primary Parent account to manage subscriptions.

You skipped linking your Child to their School

If you viewed your Child's link, but chose to skip creating the link, take the following steps.

  1. Find the email address you use in the Connect App
    Change a Parent's Details

  2. Contact us in an online live chat or request a call back. Let us know your email address. We will reset your account.
    www.familyzone.com/us/families/contact-us

  3. Our team will instruct you to open the Connect App > Settings > Sign Out

  4. After your account is reset, you will recreate your account with the same email address.
    Use the previous password or choose a new password.
    Accept the link to your Child's School.
    Link a Child's Device to a US School

  5. After you complete the setup, on your Child's Devices (phone, tablet, computer), open Connect.
    Enter your email and password to reset their Device.
    The last step on your Child's Device is to select their name.
    Ensure they are on the Connect App status screen (Active, Play, Study, School or Sleep is displayed).

  6. Family Zone Connect will monitor their Devices.
    Your Child's School data will start synching when their Device connects to their School's network.
    View a Child's School Activity


You had Insights before School Community was available 

  1. Open the email your Child's School sent to you.
    In the To (recipient) verify the email address your Child's School is using.

  2. Contact us in an online live chat or request a call back. We will reset your account.
    www.familyzone.com/us/families/contact-us

  3. Our team will instruct you to open the Connect App > Settings > Sign Out

  4. After your account is reset, you will recreate your account with the email your Child's School uses. 
    You can choose a new password or use the previous password.
    The reset account will offer you the link to your Child's School.
    Link a Child's Device to a US School

  5. After you complete the setup, on your Child's Devices (phone, tablet, computer), open Connect.
    On your Child's Device, enter your email and password.
    When Connect asks you to assign a Device Owner, select your Child's name.

  6. Family Zone Connect will monitor their Devices.
    Your Child's School data will start synching when their Device connects to their School's network.
    View a Child's School Activity


You had Premium before School Community was available

If you paid for a Premium Subscription before your Child's School sent you the steps, you will need to downgrade to the free membership first. After we reset your account and you link your Child to the School Community, you will resubscribe to Premium.

  1. In your Parent phone or tablet, cancel the Premium Subscription to downgrade to Insights
    Cancel a Subscription in Google Play
    Cancel a Subscription in the App Store

  2. Open the email your Child's School sent to you.
    Confirm the email your School matches the email you used for your Premium Subscription in the Connect App.
    If the School uses a different email, change your email to match the email your School uses.
    Security PIN, Password or Email

  3. Contact us in an online live chat or request a call back. We will reset your account.
    www.familyzone.com/us/families/contact-us

  4. After we reset the account, our team will instruct you to open the Connect App > Settings > Sign Out

  5. After your account is reset, recreate your account with the email your Child's School uses. 
    You can choose a new password or use the previous password.
    The reset account will offer a link to your Child's School.
    Link a Child's Device to a US School

  6. When you see your Family screen, resubscribe to the Premium membership
    Upgrade to Premium in Google Play
    Upgrade to Premium in the App Store

  7. On your Child's Devices (phone, tablet, computer), sign in again with your email and password.
    When Connect asks you to assign a Device Owner, select your Child's name.

  8. Family Zone Connect will filter your Child's Devices.
    Your Child's School data will start synching when their Device connects to their School's network.
    View a Child's School Activity



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