Troubleshooting Family Zone Subscriptions

Applies to: Insights Members, Premium Members

I’ve removed my Family Zone protection apps and I’m still being billed

Uninstalling your Family Zone apps does not automatically cancel your subscription.


I didn't buy my subscription on a phone or tablet

Please note: The Family Zone Box is only available in Australia and New Zealand

Customers using a Family Zone Box or Family Zone for Laptops, who purchased a subscription in Australia and New Zealand before 2020:


I’ve cancelled my subscription and I’m still getting emails

From time to time we will send marketing emails to customers and previous customers, if you don’t want to receive these emails please unsubscribe from the mailing list.

  • Click the Unsubscribe link at the bottom of the marketing email


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