Problems with granting time via the Family Safety App

Stefanie Böhm · Jul 17, 2023

Hi,

I have a problem with granting more screen time for my son. Till thursday there was no problem, then I changed some things (it was a bit chaotic to be honest) in order for him to be able to play Minecraft with his friends (multiplayer mode). Since then I can't grant him additional screen time via the app. I still get his requests but the time I grant him does not show on his PC. At the same time the app always shows that he hasn't used any screen time - which is definitedly incorrect.

I already uninstalled and then reinstalled the app on my cell - that dind't help. I checked for new updates - but that didn't help either. I restarted the PC several time - no change.

I checked several microsoft help pages, but couldn't find a solution either and I chatted with a friendly employee but all he could do was sent me here for help. So I really hope that you have ideas about what is wrong with my settings or what I can do to get everything working again.

Thank you already in advance

Steffi

:)

CarTzy

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Stefanie Böhm

Dear CarTzy,

thank you for trying to help me.

Yesterday I tried your ideas on how to solve the problem but sadly non of it helped, it even took me a long time to get everything running again. Afterwards I spent four hours chatting with a really patient person from microsoft support but even he couldn't help me.

If you can tell me how to reach Family Safety Support I might get help there.

Yours

Steffi

Stefanie Böhm

Thank you for your help.

Miraculously yesterday afternoon everything worked fine again. So I dont need the support but I will save the link if I ever need it again.

CarTzy

Hello Stefanie Böhm,

Thank you for posting in Microsoft Community.

I can see that you are having trouble with granting more screen time for your son. This sounds like a frustrating issue, but don't worry, I'm here to help you.

- A sync issue between the app and the PC

- A corrupted or outdated app or PC settings

- A conflict with other parental control software or settings

To troubleshoot this issue, please follow these steps:

1. Make sure that both the app and the PC are signed in with the same Microsoft account that you use to manage your son's screen time.

2. Check that the app and the PC have the latest updates installed. You can update the app from the Google Play Store or the App Store, and you can update the PC from the Windows Update settings.

3. Clear the app cache and data on your phone. This will delete any temporary files that might be causing the problem. To do this, go to your phone's settings, find the app, and tap on Storage. Then tap on Clear Cache and Clear Data.

4. Reset the PC settings to default. This will restore any changes that might have affected the screen time feature. To do this, go to your son's PC, open the Settings app, and click on Update & Security. Then click on Recovery, and under Reset this PC, click on Get started. Choose Keep my files option, and follow the instructions on the screen.

Please see: Troubleshooting the Xbox Family Settings app | Xbox Support

We're looking forward to hearing from you. If there are any inquiries about our description or if there are any misconceptions, do reply to the post.

CarTzy

We are glad to know that everything is working now.

Please do not hesitate to ask the community anytime just in case you have any questions in the future.

Problems with granting time via the Family Safety App