When you installed Childl Control, you specified an e-mail address. Directly on the children’s PC you can see which e-mail address was used under Options / About (in case you ever forgot this). You can reset your password at any time at our password forgotten page on our homepage. For security reasons you will receive a confirmation email. If you do not receive this e-mail within 10 minutes after the request on our homepage, please check the spam settings of your e-mail provider.
On the child device, check if the Child Control app is still installed. Check whether the device has an Internet connection and click on the “Manual Sync” button in the app. Can a current sync be achieved in this way? If this works, check whether there is still enough memory available on the device and delete any unneeded apps or other files if necessary. If this procedure does not work, restart the device once and try again. In the last step, you can uninstall the app once and then download it from PlayStore again.
If you want to save settings before uninstalling, you can do this in the portal under Settings -> Import/Export. Licenses are not lost during a deinstallation – a license can be moved or re-entered as often as desired and is not statically bound to any device.
If a GPS locating fails repeatedly even though the mobile device is switched on and online, please check the different permissions for the standard query directly on the mobile device. Especially from Android 6.0 some additional steps may be necessary. You should make sure that GPS is enabled for the user both in the apps and in the settings. First check the app settings via the menu Settings -> Apps (1) -> Chico Browser (2) -> Permissions (3) -> Location (4).
Then you should make sure that the corresponding permissions are also set under Settings -> Users -> GPS. Select here the option “High accuracy”, in order to obtain optimal results with the localization.
Permanent Internet required?
Settings for Child Control are done via our Web Portal. But what happens if the child device does not have an Internet connection? If it was deactivated e.g. by the flight mode or if there is no Wifi connection? In this case, all your limits set so far will be adhered to on the device. The app uses a database directly on the device that is independent of an internet connection. Only changes made afterwards and the transfer of the usage logs to the Web Portal requires an Internet connection of the children’s device again. As soon as the child device has a connection again, all data since the last time is transferred to the Web Portal and any changes to the limits are transferred from the Web Portal to the device. Whether and when the last time data was exchanged between the device and the Web Portal can be seen directly in the Web Portal on the homepage and under Sync -> Time of last Sync. In this context, please note the special case of daily e-mail reports: For example, the children’s mobile phone is used for one hour until 17:00 today. From 17:00 the child switches on the flight mode and plays for another hour. Then the mobile phone is put away from the child. Due to the activated flight mode, the web portal only knows the count up to 17h. The e-mail report is sent the next morning and shows one hour. As soon as the mobile phone has an internet connection again, the time after 17:00 is “added” and the times increase accordingly.
Don’t receive E-Mails?
If e-mail sending via our server does not work, but you have received a “successful” message from the program, 95 percent of this is due to the fact that your mail program/mail provider has classified the Child Control report e-mail as SPAM/Junk. This is also the case if you have requested a “Forgotten password” email and it does not reach your mailbox within 10 minutes.
Often spam filters are also dynamic, i.e. it is quite possible that they worked earlier. Please check your junk/spam folder for the sender of the parental controls firstname.lastname@example.org We recommend that you save this address in your e-mail program in the address book. You can also send a message directly from the e-mail program to this address. You should receive an automatic reply here. You can request a (new) test mail from the parental control at any time in the e-mail notification area by clicking on the “Test mail” button in Web Portal -> E-Mail Report.
Change e-mail address?
If you want to use a new or different e-mail address for Child Control, you must completely uninstall the program and then reinstall it with the new e-mail address. Licenses are not affected by this, they are not bound to an e-mail address and can be moved as often as you like. The new e-mail address is only available in the Web Portal *after* you have reinstalled the app or program on the child device.
Less time counted?
It may happen that Child Control counts less time than the child actually spent on the device. To the backgrounds: Child Control works on Android devices as a background service that runs independently of the currently selected app and counts the times. However, unlike Windows, it is possible for the Android operating system itself to pause such services at any time. This can happen especially if another app requires a lot of memory or CPU load and the device threatens to crash. This is often the case with very graphic-heavy games. Unfortunately there is no real alternative to this (except perhaps to use a more powerful device). Android will continue the service as soon as the “critical” system state no longer exists (from this point on the time will be counted). Against this background, it is quite possible that a game is counted shorter than it actually ran.
Another reason may be energy saving programs. On some devices, special energy saving programs deactivate the background services. This can often be prevented by settings on the phone. Our support will be happy to help you specify the device type.
Access rights? What?
Some access rights to the Android operating system are necessary for Child Control to work properly on Android devices. Normally you have already set all these rights during the installation of the app. As soon as Child Control is installed, access to these system rights is protected with your password. Nevertheless, it can happen that an access right (consciously or unconsciously) has been deactivated again. In this case, you will receive a warning message in the Web Portal. Then activate the required access right manually via the settings of the children’s telephone or tablet. The following access rights are required:
Device Administrator: On most devices, this prevents the parental control from being uninstalled without authorization.
Accessibility: These are necessary for the web filtering Chrome properly and to protect some system settings. If accessibility frequently deactivate themselves during operation, this is usually due to any activated battery saving options or other energy saving modes. In the settings of your device, make sure that no battery optimisation is to be applied to the Child Control.
Usage Stats: This setting is required so that the Child Control can recognize the titles and names of other apps and limit them in time.
Should you not be able to reactivate the corresponding access right yourself, the settings can always be reactivated by uninstalling and reinstalling the app. You are also welcome to contact us in case of issues. We will be happy to help you set access rights manually.
Starting with Android 5 it is possible to manage multiple users (this feature is not supported by all device manufacturers). If you use more than one user, please follow the instructions below: The app must be installed separately on each user account. If the app was installed on the main account, the app icon is already available on the other accounts, but the parental control must be set up once on each account. When setting up the device name, enter a meaningful text (e.g. “Samsung Max”, “Samsung Paula” instead of “Samsung SM580”) so that the devices can be distinguished later in the Web Portal. In the Web Portal, individual users are treated like different devices. In contrast to Child Control for Windows, a separate license/serial number is required for each user at the moment.
If the way the app works is bypassed by creating new users or the guest user, the following procedure will help: Create a new user account for the child from the main account (often called owner). Then secure the main account with a password known only to you. The child will then use the newly created account (only the main/owner account has the right to create more accounts).
Start the app on the children’s device, scroll down and select “Uninstall app”. Then enter your password. To check whether the app has really been uninstalled on the mobile device, you can check the device settings under “Apps” (possibly also “Applications”). After successful deinstallation, you may no longer find an entry for Child Control here. If this is the case, please check whether there are several users configured on the device and whether the app is still installed for another user (switch to the other user account and repeat the uninstallation there).
If the app is definitely uninstalled on the mobile device and still appears in the Web Portal, it can be deleted separately. To do this, select Settings -> Delete device and data and then the Delete button. This procedure can also be used for devices that no longer exist or have been broken or stolen.