Tried the log out - re log in - no go.... time restrictions do not work when child's phone is locked (limited who they can call). They can surf the web all day and it says no activity.....
Hi LET ,
Welcome to Norton Community!
Today, Device usage time is calculated by Time Supervision only when device is unlocked and display is active. Time usage will not be calculated when the device is in locked state.
Please share the following details to investigate activity related issues
1. Norton Family account email address by private message via the forum by clicking Inbox at upper right hand corner
2. Debug logs
Steps to take debug logs:
WHAT? You're saying that by design when the phone is locked it doesn't use any time limits yet it allows the user to surf the web and text message? WHAT?
To investigate the issue further, can you please clarify the following
'Tried the log out - re log in' - Please let us know if you tried this in Norton Family website or our Android mobile app(Parent mode)
'Time restrictions do not work when child's phone is locked' - Can you please clarify if child's phone is locked by Norton Family app or locked by pressing power button
Please share the below details in Private message
I lock the phone using Norton Family App. The only thing that it changes is phone user can't make or receive phone calls. They can still surf the web and send test messages with zero time restrictions. WTF?
Time restrictions can be enforced in child's device using the following methods
1. Login to Portal->Select child->Tap on the lock icon to left of child avatar.
This feature will lock the child device instantly and child will not be allowed to use any device apps until parent provides PIN to unlock the device.
2. Login to NF Android Parent app->Select Child->House Rules->Time Supervision->Set Allowed hours for the day->Save settings
Child will be blocked from using all device apps after reaching daily limit for the day.
3. Login to NF Android Parent app->Select Child->House Rules->Time Supervision->Blocked Hours->Select blocked hours for the child and Save settings
Child will be blocked from using all device apps during blocked hours.
In all the above cases, Incoming/outgoing calls are allowed only from allowed contacts and rest all calls will be blocked.
Please let us know which approach/method you are using in child device to lock the device apps and also share Norton Family account email address and debug logs to investigate issue further.
If you are experiencing an issue that needs urgent assistance please visit our customer support area:
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