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I didn’t receive the email with my password

Sometimes when you press the Send Reminder button on the password screen the email doesn’t end up in your inbox. It can sometimes be because the email address that was entered has a typo. Password’s are stored in the app on your device, so we can’t remotely reset them for you, however we are sometimes able to track the email that is sent out when you press the Send Reminder button.

So if you’re in this sticky situation then can you click the Send Reminder button again, and make a note of the email address in the popup. Once you have that email address contact our support team and we’ll see if we can find the password for you.

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  • Linh - 14/09/2015

    Just a few minute ago, I tried to uninstall the app and now it locked my phone and asked me for a password I dont even what – password – is – that!!?? please help me. what should I do?

    Oliver Brushfield-Smith - 15/09/2015

    Hi Linh, please contact our support team using [email protected] and we’ll see if we can help recover that password for you.

  • stephanie hensley - 01/07/2015

    I forgot the password and hit send hint. It sent me the password but that password is not working. What can I do? We cannot use the phone until we get this resolved. Thanks.

    Oliver Brushfield-Smith - 02/07/2015

    Hi Stephanie,

    That’s very strange, the password you received will be the right password so it might be that the there is something changing the style of the characters as you’re typing them in. So can you try typing the password in on another application, making sure that it appears correctly and then copying and pasting it into the Screen Time app please? Another possibility could be if you’re using a different keyboard app other than the one that came pre-installed on the device, this could be causing a problem so can you make sure you’re using the default keyboard please. For more info on how to go that can you check out this page;


    If neither of those work can you get in touch with out support team through the contact page of the website please and let us know the email address that you signed up to Screen Time with, then we’ll be able to check your account on our servers.

    Warm Regards,


  • Katja Konopik - 18/06/2015

    I cannot receive the reminder. I think it is because I blocked the Internet on the child’s phone. Could you please help me. I tried several possibilities of passwords I used in other cases, but nothing fits. I have really no idea. Didn’t I leave a question like “What’s the name of your first pet?”, or something like this?
    I have another Email: XXXXXXXXXXXXXXXXXXXX I forgot which one I used to register.

    Best regards

    Katja Konopik

    Oliver Brushfield-Smith - 22/06/2015

    Hi Katja,

    Can you contact our support team through the Contact page on our website and we’ll see if we can help you. In the meantime would you be able to unblock the internet on your child’s device through the remote app please?

    Also when you press the Send Reminder button the email that you registered with will pop up, so can you check that to see which email address it was please?

    Warm Regards,


  • nathan - 17/06/2015

    I can’t reset my password because my tablet is not connected to the Web please help

    Oliver - 17/06/2015

    Hi Nathan,

    I’m sorry but there’s no way for us to reset your password from this end as the password is stored in the app on your device. Is there any way for you to get a connection to the internet? Or if not can you search your email account for emails from Screen Time to see if you can find a past email from us with the password in it?

    Let me know how you get on.

  • Tamarra - 14/06/2015

    I need to update my password without having my child’s device in my hand. As a parent… I’m an apple user and can only access the remote sign in from my Google browsers on both my mobile device and desktop.

    Is there a way you can assist me?

    Oliver - 14/06/2015

    Hi Tamarra, I’m sorry but unfortunately that’s not something that we can do at the moment as the password that is created is stored on your child’s devices rather than on our servers. This might be something that we change in the future, but I’m afraid that we don’t have an ETA for that at the moment. So at the moment the only way to update the password on your child’s device is by going into the Settings of that app and pressing Lock. In there you can tap the Password option and reset it.

    Let me know if that makes sense.

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