Troubleshooting Snapshots Reports

Applies to: Insights Members, Premium Members

I’m not getting the Snapshots email

Snapshots weekly summary should be sent to you Sunday evening each week if there is data for that week. There may be a number of reasons you don’t get this email:

• No Data
  If there is no activity on your account you won't get a report. Ensure you have active services such as the Family Zone app installed on a child’s device
• No Tracking
  You may have switched tracking off for your users (User Settings menu)
• No Reports
  You may have switched reports off for your account (Settings menu)
• Spam
  Your email may be stuck in your email spam folder. Check there to ensure our emails are set as “not spam”
• No Email address
  You may have signed up with a mobile number. We need an email address to send the report
• Unsubscribed
  You may have unsubscribed to an email from us (through an unsubscribe link on our emails)

Restore Snapshots

1. Check Snapshots to see if there is any data
   How Do You See Weekly Snapshots in the iOS App?
   How Do You See Weekly Snapshots in the Android App?
   
   
2. Check your user's Activity feed to see if they have generated activity that would cause a safety indicator to be created in the last 7 days
   How Do You See a Child's Recent Activity in the iOS App?
   How Do You See a Child's Recent Activity in the Android App?
   
   
3. Check to see if the user is being tracked
   How to Customize the Filtering Rules in the iOS App?
   How to Customize Filters in the Android App?
   
   
4. Check to see that you’ve not turned reports off for your account
   How to Manage Weekly Email Reports in the iOS App?
   How to Manage Weekly Email Reports in the Android App?
   
   
5. Update your account with your email address
   Security PIN, Password or Email
   Manage Weekly Email Reports from the iOS App
   Manage Weekly Email Reports from the Android App
   
   
6. Check the spam/junk folder of your email, our emails may be being flagged as spam
   
   
7. Ensure you flag the email address as known so emails go to your inbox
   
   
8. Contact Support to have them investigate, you may have opted out of emails

My child has actions that aren’t reflected in Snapshots

This could be because:

• No Data:
  If there is no activity on your account or for the user
• No Tracking:
  You may have switched tracking off for your users

Restore Monitoring

• Check your Child's Activity feed to see if they have generated activity that would cause a safety indicator to be created in the last 7 days
  How Do You See a Child's Recent Activity in the iOS App?
  How Do You See a Child's Recent Activity in the Android App?
  
  
• On your Child's device, open Chrome, Safari or a web browser and go to the diagnostic page
  http://www.home.tools/
  
  
• If the Device is not monitored, reinstall Connect
  Troubleshooting Reinstate Device Management on iOS Devices
  Troubleshooting Reinstate Device Management on Android Devices
  Troubleshooting Reinstall Family Zone on a macOS Computer
  Troubleshooting Reinstall Family Zone on a Windows Computer
  Install Connect on a Child's Chromebook

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

• Get into a live chat from our website www.familyzone.com
  
  
• Request a call back or send us a message
  From Australia and New Zealand
  From the United States

Have details available to help us troubleshoot your problem:

• Account email
• Child’s name
• Devices impacted
• Time of the issue
• Description of the issue