FIND THE NEXT STEP
A rule, a reward,
or a device?
Start with the part that looks wrong. Check the selected child, device scope and last sync before changing your rules.
Common questions
The app still says Unlimited after I chose Blocked.
Confirm you edited the right child, device and app. Connect the Android device, reopen Screen Goal and open Limits to refresh the policy. Check that monitoring is running. An offline device cannot receive the latest remote setting immediately.
The displayed policy and operating-system enforcement are separate checks. On a standard Android installation, Screen Goal uses its allowed overlays. On compatible managed Android installations, explicit per-app Blocked rules can also suspend launchable packages, subject to essential-app exceptions and platform restrictions.
The linking phrase was not found or has expired.
Generate a fresh device phrase under Account → Add device. Enter it on the child device, not in a carer invitation screen. Check connectivity and the installed app version. If it still fails, record the time and exact message for support without sharing the phrase.
I approved an Activity, but today's allowance did not increase.
Approval puts the reward in the child's balance. The child must redeem earned time from Activities → Rewards. Standard rewards may be scheduled for a future funding day or expire under your carry-forward setting. Money approval changes the money balance, not screen time.
A redeemed reward did not unblock the app.
Earned time changes the overall daily allowance. App or category limits, restricted periods, explicit content blocks and a manual device lock can still apply. Open the detailed guide to understand which rule the reward changes.
A submitted photo link will not open.
Open the Activity inside your signed-in parent account. Evidence is private and loaded for the current session; a browser blob URL copied from a previous session is not a share link. Refresh the Activity if needed. Photos are removed after their retention period, while the decision and reward history remain.
The Android app is not monitoring after I stopped it.
Reopen the app and check the setup checklist and monitoring state. An explicit Stop needs a later Start. Android Force stop requires the app to be launched again. Recheck Usage Access, overlays, content access and manufacturer background restrictions.
The location is old or unavailable.
Screen Goal requests a location rather than showing a live route. Check its timestamp and accuracy. The device must be online with location permission; background requests may need background location permission. A failed refresh does not turn an old fix into a current one.
I did not receive a push notification.
Open the in-app inbox first. Check notification preferences, operating-system permission and connectivity. Push also depends on the configured delivery service, so a missing push is not proof that a task or parent decision failed.
Which update do I install?
Android, the Android provisioner, Windows Desktop and Windows Agent are separate releases. The download page selects the newest Normal-channel builds and excludes previews. Install both Windows components, or use a combined Normal installer when available, with administrator access. Supervisor-managed automatic updates require a trusted signed installation and a newer trusted signed release. The Android Provisioner's release notes identify its included Android build, which may differ from the latest standalone APK.
Still need a hand?
Email support@netambition.com with the device model, operating system, Screen Goal version, approximate time and time zone, exact error, and the steps that caused it. Include whether you selected All Devices or one device.
Remove linking phrases, PINs, credentials and children's private information from anything you send. For task problems, describe the status and reward type; you do not need to send the child's evidence photo.