Childs daily time limit is set to 13 hours, it shuts off after 2

Norton Family | Parental Control
1

Issue abstract: My sons norton family is set to 13 hours a day because of this issue and it still doesn’t work.

He is set to 13 because I was trying to give him more hours. It literally locks him out after 2 hours, saying he has 11 left but shows device as locked. and locks it. There is no option to manually add a few hours for the day temporarily either. This app is not intuitive at all if this is how its meant to work.

Norton Family

Windows 11

No Error., but shows the meter at 2 of 13. And device is locked as its out of time?

If this is working as intended, how do I get a refund because the free version of google family works far better for this apparently. I can literally hit one button and say add time and choose how much. This has nothing. Also where do I download the app for the parent pc windows 11 so I dont have to use a website like 1995. Lol. thank you.

Screenshot (99)
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2

Hi Adam_Nichols,

We apologize for the inconvenience caused.

After reviewing the backend data, we noticed that the time monitoring policy was last updated on 17th January (GMT). It appears there may have been an intermittent delay in syncing these policy changes to the child’s device, which could have led to this issue.

Furthermore, we notice that the latest policy reflects in child’s PC now and usage has been allowed for 13 hours a day.

Additionally, we noticed that the time supervision level is set to “Monitor” mode. We recommend switching this to “Block” mode and observe the product behavior.

Please note that if your child reaches the allowed time limit you have set or if the device enters curfew hours, the child can request a time extension directly from the child’s PC. Once you receive the request, you can choose to either allow or deny the extension using Norton Family portal/parent apps (Android/iOS).
Alternatively, a PIN option is also available, which can be shared with your child to extend time directly on the child’s device. To prevent any potential tampering, if you have previously shared the PIN with your child, we recommend resetting it.

If there is ever a delay in policy updates being applied on the child’s device, please update the house rules by following these steps:

  1. Right-click on the “Norton Family” Tray Icon
  2. Select “Update House Rules”

Please let us know if the issue continues or if you need any further assistance.

Thanks,
Norton Family Team