If you’ve set up Qustodio on your child’s device but you can’t see any activity in the Parents App or in the activity reports emailed to you, this could be due to a few reasons:
- Qustodio hasn’t been fully configured on your child’s device
- Some permissions are missing on your child’s device
- Your child has removed Qustodio from their device
- Your child’s device isn’t linked to your account
- Your child has not used their device yet
- Your child is using their device in offline mode
- Your child’s device has an outdated version of Qustodio
- Your child’s device has another parental control or antivirus software installed
Take a look at the sections below to see how to solve these problems. If you can see app activity but not web activity, please read more here.
Qustodio hasn’t been fully configured on their device
If you know that your child used their device but nothing has been reported by Qustodio, something could be wrong with the app’s configuration. The quickest way to resolve this issue is to uninstall and reinstall the Qustodio Kids App on their devices. You can find detailed instructions on how to do so here.
Some permissions are missing on their device
Some permissions are necessary to enable Qustodio to report your child’s online activity. If any of these are missing, then reporting won’t work fully. In this case, you’ll receive a notification on your own device. To allow the missing permissions, go to your child’s device, open the Qustodio Kids App, and then follow the on-screen instructions.
Your child has removed Qustodio from their device
If your child has removed Qustodio from their device, then you won’t see any activity in the Parents App. If this happens, you should receive an email alert letting you know.
To check whether Qustodio is still installed on your child’s Android or iOS device, go to their device and open the Google Play Store or App Store. Search for Qustodio and you’ll see if the app is installed. It may also show that an update is available: if so, update the app for the best protection.
To check whether Qustodio is still installed on your child’s computer, first ensure that they do not have administrator rights. Then, go to the taskbar and click the Q icon. There you’ll see whether protection is active and the steps needed to reactivate it if needed.
For more details, check our article on tampering detected alerts.
Your child’s device isn’t linked to your account
If you see “Connect a device” on your Parents App or the “Start now” welcome screen, go to the devices section to check whether your child’s device appears and needs to be linked to their profile. If it doesn’t appear, it could be because you logged into the Qustodio Kids App on your child’s device with a different email address to the one you used to create your Qustodio account.
For Qustodio to work correctly, ensure you use the same email address on both your parent device and your child’s device. Also ensure you use an email address that your child doesn’t have access to.
Your child has not used their device yet
If your child has not used their device since you installed Qustodio, then you won’t see any activity in the Parents App. As soon as they do, you’ll see activity on their timeline and in the daily and weekly summary emails.
Additionally, the apps on their device will appear in the Games & apps rules page once your child uses them for the first time after you install Qustodio. Find more information about Games & apps here.
Your child is using their device in offline mode
If your child’s device isn’t connected to the internet, Qustodio is unable to detect activity. Ensure that their device is always connected via Wi-Fi or mobile data so that their activity is reported.
Your child’s device has an outdated version of Qustodio
Older versions of Qustodio may not be compatible with other software or your operating system. Meanwhile, newer versions contain performance improvements and bug fixes. We therefore recommend updating the Qustodio Kids App to the latest version.
To update the Kids App on mobile devices and tablets, open the App Store or Google Play Store on your child’s device and search for Qustodio Kids App. There you’ll see if an update is available. Find more details about updating here.
To update Qustodio on computers, open the downloads page on your child’s computer. Then redownload Qustodio for Mac or Windows and follow the instructions on screen.
Your child’s device has another parental control or antivirus software installed
Other parental control tools and antivirus software conflict with Qustodio. Uninstall these other tools so that Qustodio can fully report activity.
Qustodio is reporting app activity but not web activity
If you can see your child’s app activity but not web activity, this could be due to a few different reasons:
They’re using an unsupported web browser
Qustodio supports activity reporting for a range of different browsers, depending on the device: see the full list here. If your child is using an unsupported browser, then Qustodio can’t report web activity. To prevent this, follow these steps:
- Log in to the Parents App and go to your child’s profile
- Go to the Rules page and then Web filtering
- In web filtering settings, switch on Block unsupported browsers
They’re using an outdated operating system
Make sure that your child’s device is using the latest version of the operating system.
Their browser needs updating
If your child uses a mobile device, go to their device and install any pending web browser updates.
If they use a computer and their browser needs updating, we recommend uninstalling Qustodio, installing the web browser updates, and then reinstalling Qustodio.
Qustodio Kids App needs updating
Go to their device and install any pending updates for the Qustodio Kids App.
Their computer has an antivirus installed
If your child’s computer has antivirus or anti-malware software installed, this can interfere with Qustodio’s web reporting. We recommend removing this software from the computer and then redownloading and reinstalling Qustodio.
On Windows computers, you can reinstall the antivirus software once you've made sure that web activity is being reported correctly.
Their Mac computer has Apple Screen Time switched on
Apple Screen Time can interfere with Qustodio’s web reporting. To prevent this, go to Screen Time on your child’s computer and disable Content & Privacy restrictions.
If you need more specific help, please get in touch with our customer support team.