I am monitoring my daughter's iPhone and it says the device is missing when I run a report. What should I do?

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  • Updated 5 months ago
I am monitoring my daughter's iPhone and it says the device is missing when I run a report. What should I do?
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Pam Lang

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Posted 5 months ago

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tekFranz

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Have you verified that Covenant Eyes is installed on the Device in Question?
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Pam Lang

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Yes, the device is installed.
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tekfranz

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OK, you best off to call Covenant Eyes support at
877-479-1119
or emailing info@covenanteyes.com
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Chad, Official Rep

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Hi Pam,
I apologize that you are having difficulty with the Covenant Eyes app on your daughter's iPhone.  I took the liberty of reviewing your Covenant Eyes account, and there is indeed currently no activity on your daughter's username.
This means one of the following is happening: 
1) The Covenant Eyes app is not installed on her iPhone (but you have already confirmed that it is).
2) A different username is being used to log into the Covenant Eyes app on her phone, perhaps your husband's? 
3) Something is broken, which is pretty rare on the iPhone, but if you think this might be the case I would encourage you to take tekfranz's advice and call our Customer Service team at 877-479-1119 or chat with one of our reps via the Live-Chat button on our website.
If you think another username may be logged into the CE app on her iPhone, here is how you can switch the username that is logged in:

1) Open the Covenant Eyes app and tap the box icon with an up arrow at the bottom center.2) Tap the settings gear icon at the bottom.3) Tap Switch User.4) Enter your daughter's username and password, then tap Switch.That's it!  This will ensure your daughter is being held accountable on her iPhone.
I hope this helps, please let me know if this has resolved the problem.
Chad
(Edited)