Troubleshooting Links to Schools in the US

You are installing Connect for the first time

The Connect App retrieves a connection to your child's school during the installation process using the email address you have on file with your school. 

If you are new to Family Zone and do not see your child's link, take the following steps. If you have a Family Zone account, find the steps in the 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 updated email. 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 uses an email you do not 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.

• Add a parent

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

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,  then tap 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 Insights (free membership) first. After we reset your account, and you link your child to the school community, you will resubscribe to premium.

1. On 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 of 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, then tap 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