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Forgot password and want to remove Norton Family from son's phone

Posted: 10-Jan-2022 | 3:17PM · 3 Replies ·

I have a time restriction set in the evening for son's phone.  Each morning the apps reload. This did not happen today.  We have turned off his phone and back on .  I have disabled any restrictions and still his apps will not reload.  I have been on several phone calls and chats with Norton's support -- no luck.  I just want to remove the Norton App; however, I do not remember my password to do so.

Labels: App Blocking, Child Profile, Norton Family, Time Supervision
Accepted Solution
Kudos0

Re: Forgot password and want to remove Norton Family from son's phone

Posted: 13-Jan-2022 | 8:17AM · Permalink

Hi @Crystal Walker

We observed that the device information has been removed from the backend already. So turning ON/OFF time supervision has no effect on the device.

As mentioned in the private message, could you follow the steps to remove the MDM profile which will bring back the apps.

Regards,

karthik.

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Replies

Kudos0

Re: Forgot password and want to remove Norton Family from son's phone

Posted: 11-Jan-2022 | 7:32AM · Edited: 11-Jan-2022 | 7:35AM · Permalink

Hi @Crystal Walker

Thanks for reaching out to the Norton Family forum. Commands to unlock the device did not execute as the device was not reachable at that time. In such cases you can turn OFF and then ON the Time supervision setting for the child. You can also try Instant Lock along with Instant Unlock.

For recovering the password, please refer to the article https://support.norton.com/sp/en/us/home/current/solutions/v55260946

Regards,

karthik.

Kudos0

Re: Forgot password and want to remove Norton Family from son's phone

Posted: 11-Jan-2022 | 11:29AM · Permalink

I have turned on and off the time restriction via my computer. The apps still will not reload on his phone.  I have turned his phone off multiple times as well. There is currently no supervision activated on his phone.   What is the Instant Lock and Instant Unlock?

Accepted Solution
Kudos0

Re: Forgot password and want to remove Norton Family from son's phone

Posted: 13-Jan-2022 | 8:17AM · Permalink

Hi @Crystal Walker

We observed that the device information has been removed from the backend already. So turning ON/OFF time supervision has no effect on the device.

As mentioned in the private message, could you follow the steps to remove the MDM profile which will bring back the apps.

Regards,

karthik.

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