Support

Before contacting support

1. Confirm the device has an internet connection and FamilyCircle is updated.
2. Open the affected Circle and retry the action once.
3. Record the exact message, local time, app version, iPhone model, and any support reference displayed by the app.
4. Do not include a recovery code, invitation code, password, device credential, contact list, precise location, or screenshot showing a code, private family information, or Screen Time selection.

Invitations and joining

• Open the original FamilyCircle invitation link on the intended device.
• Invitation links are single-use and expire after 24 hours. Ask the Owner or Manager to send a new invitation if it is expired or revoked.
• If FamilyCircle is not installed, use the available App Store or Play Store action for that device, install the app, then reopen the original message.
• A contact name or phone number identifies the intended recipient; it is not a login or proof of identity.

Locations and Circle Places

• In FamilyCircle, review My Sharing for the selected Circle.
• In device Settings, review FamilyCircle’s Location permission. Apple background updates require the applicable Always permission; Android background access depends on the installed Android version and selected system permission. Each operating system decides when an app receives background time.
• Live locations become more frequent only while a Circle member is viewing the Locations screen. Otherwise the map shows the last known shared location.
• Circle Place arrival/departure updates establish a baseline first; they are not an emergency or guaranteed real-time service.

Screen Time plans

• On Apple devices, Apple authorization and the exact app/category selection must be completed on the participating device.
• Exact app names, websites, category tokens, and detailed usage reports remain on that device.
• Apple child enforcement depends on Apple Family Sharing, Family Controls authorization, installed local selections, and iOS scheduling.
• FamilyCircle coordinates plan terms and requests but cannot override Apple permissions or guarantee an immediate background update.

Lost or replaced device

1. On another supported device, open Sign in / Recovery and recover the same Vejara account.
2. Open Account Protection → My Devices.
3. Select the exact lost or replaced installation and choose Revoke Device.
4. If the recovery code might have been exposed, rotate it and store the new code privately. Recovery codes are displayed only once after creation or rotation.

Revocation ends that installation’s sessions and future sharing without deleting the cloud account. A last-active time reports only the most recent service activity; it does not show whether the device is powered on or currently connected. The current device cannot remotely revoke itself—use Remove Account from This Device instead.

If the lost device belonged to a Circle Owner, recover the same account from another device or use an existing authorized installation. Device loss does not transfer ownership, and support cannot change ownership or roles.

Set Up Child Device

1. An authorized Parent or Manager opens the intended Circle and selects the exact child.
2. Select Set Up Child Device to create a short-lived, single-use setup authorization.
3. Use that authorization only on the child’s intended device and for the supported FamilyCircle platform.

The receiving installation is linked to the selected child’s account, never to the Parent or Manager who issued the authorization. The authorization cannot elevate the child’s Circle role or bypass guardian-managed controls. A child does not need a phone number or email address for this guardian-approved flow.

See Child Safety & Age Suitability for more information.

Passkeys and sign-in

Passkey sign-in appears only in a supported FamilyCircle release that explicitly offers it. Until the installed app presents that option, continue to use Sign in / Recovery. If a passkey option is available, follow the device’s protected prompt; Vejara may store the passkey’s public credential and limited security metadata needed to verify sign-in.

Vejara and its support personnel never receive Face ID, Touch ID, a device PIN, or private passkey keys. Those remain protected by the user’s device and platform account. Support cannot retrieve, view, or ask you to send them.

Support recovery safeguards

When ordinary Recovery is unavailable, authorized staff may issue support recovery only for a verified request. Support recovery is case-referenced, time-limited, single-use, and audited. It attaches an eligible installation to the verified account but cannot transfer Circle ownership, change roles, select a different child, or bypass product and platform restrictions.

Support personnel see only the minimum diagnostic metadata and audit events needed for the case, such as a support reference, timestamps, device type, app version, readiness states, and action results. They cannot see passwords, recovery codes after issuance, raw session tokens, device credentials, Apple’s encrypted Screen Time selections, or Chats and other content outside the support scope you explicitly authorize.

Account actions and deletion

Use Account Protection to review My Devices, remove the account from the current device, revoke another device, or begin permanent account deletion. Uninstalling the app does not delete the cloud account. Permanent deletion is blocked while the account owns a Circle; transfer ownership or delete each owned Circle first.

See the Account Protection & Deletion guide.