Troubleshooting Location on Mobile Devices

Applies to: Insights Members, Premium Members using Apple iOS and Android phones and tablets

How do I fix my Child's Location settings?

You will need to access your Child's device to fix the settings

Make sure Location tracking is turned on

If your Child uses an older version of Android, see the Location settings instructions:

If your Child uses an older version of Apple iOS, see the Location settings instructions:

Sign out of the Parent account


I can't see the current location of my Child’s device

Family Zone displays the last known location of your Child's device. If you do not have access to your Child's device, issues with the phone or tablet stop it from sending the current location.

  • Switched off
    Your Child's device is switched off or out of power
  • No internet
    The device may not have access to the internet
  • Timing
    The Location data is sometimes delayed on mobile networks 
  • Network is filtered by your Child's School
    Location data is not sent while on the School's network
  • In Australia and New Zealand, your Child's device has been set up to connect to a Safe WiFi, like the public library
    The Safe Network may block Location data as part of the security and filtering
  • Not set up
    The Location settings were not set up 


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