Troubleshooting

Screen time is not tracking accurately

Possible causes and fixes:

1. Usage Stats permission disabled: Go to Settings > Apps > Special Access > Usage Access and ensure KidMoat is enabled
2. Accessibility Service disabled: Go to Settings > Accessibility > KidMoat and ensure it is enabled
3. Battery optimization killing the app: Go to Settings > Battery > KidMoat and set to Unrestricted
4. App was recently installed: Screen time tracking begins after the first full day of operation

Location is not updating

Possible causes and fixes:

1. Location permission set to "Only while using": Change to "Allow all the time" in Settings > Apps > KidMoat > Permissions > Location
2. Device is in airplane mode: Location requires cellular or Wi-Fi connectivity
3. GPS is disabled: Ensure Location Services are enabled in device settings
4. Battery saver is active: Some battery saver modes restrict background location access

Child device shows as offline

Possible causes and fixes:

1. No internet connection: Check that the child device has Wi-Fi or cellular data
2. Device is powered off: The device needs to be on to send heartbeats
3. Battery optimization killed KidMoat: Ensure battery optimization is disabled for the app
4. App crashed: Restart the child device — KidMoat starts automatically on boot

Web filtering is not working

Possible causes and fixes:

1. VPN disconnected: Open the child app and check if the VPN is active. Reconnect if needed
2. VPN permission revoked: The child may have dismissed the VPN connection request
3. Using a different DNS: Some apps use their own DNS resolution. KidMoat's VPN filter covers most but not all apps

Screen time limit reached but device is not locked

Possible causes and fixes:

1. Accessibility Service disabled: This is the primary mechanism for enforcing limits
2. System apps are exempt: Phone, settings, and emergency apps are always accessible
3. Time zone mismatch: Ensure the device time zone matches the parent's configured zone

Coins are not being awarded

Coin scoring runs as an end-of-day process. If coins seem missing:

1. Wait until the next morning: Scoring happens overnight
2. Check individual categories: The coin breakdown shows which categories scored 0
3. Verify rules are configured: Categories like Screen Time and Bedtime default to partial scores when no rules are set

My child's streak broke unexpectedly

A streak breaks when the child earns fewer than 2 coins in a day and has no streak shields remaining. Common causes:

1. Device was off all day: No data means 0 coins for most categories
2. Multiple violations: Going over screen time AND having bedtime usage can result in a very low score
3. Permission issues: Revoked permissions affect Device Health and may cascade

Need More Help?

If none of the above solutions work, contact our support team at support@kidmoat.com with:

• Your parent account email
• The child's name
• A description of the issue
• Screenshots if applicable