Troubleshooting
Something not working as expected? Here are solutions for the most common issues. If you don't find your answer here, email us and we'll help you sort it out.
Quick tip: Try these first
Many issues can be resolved by opening the Shelta app on your child's device and pulling down to refresh. This forces a sync with the server and often resolves stale settings or status indicators.
"Protection Revoked" warning
You see a "Protection Revoked" warning on your dashboard or in the Shelta app.
"Protection Revoked" warning
You see a "Protection Revoked" warning on your dashboard or in the Shelta app.
Why this happens:
This means FamilyControls was turned off on your child’s device. This can happen if Screen Time settings were changed or if authorization was removed.
How to fix it:
- 1
Open the Shelta app on your child’s device
- 2
Tap "Re-Authorize" when prompted
- 3
On YOUR device (the parent), approve the FamilyControls request through Screen Time
- 4
Protection will be restored automatically
Device not syncing
Changes you make on the dashboard don’t seem to reach your child’s device, or the dashboard shows the device hasn’t synced recently.
Device not syncing
Changes you make on the dashboard don’t seem to reach your child’s device, or the dashboard shows the device hasn’t synced recently.
Why this happens:
Settings sync via push notifications. If the device is offline, in airplane mode, or notifications are disabled, syncing may be delayed.
How to fix it:
- 1
Open the Shelta app on your child’s device and pull down to refresh
- 2
Check that the device has an active internet connection (WiFi or cellular)
- 3
Go to iOS Settings → Notifications → Shelta and make sure notifications are enabled
- 4
If the issue persists, try restarting the child’s device
Settings not applying
You changed a setting on the dashboard, but it doesn’t seem to take effect on the device.
Settings not applying
You changed a setting on the dashboard, but it doesn’t seem to take effect on the device.
Why this happens:
Changes from the dashboard are pushed within minutes. Delays can occur if the device is offline or hasn’t checked in recently.
How to fix it:
- 1
Check the dashboard to see when the device last synced (shown on the device detail page)
- 2
On the child’s device, open the Shelta app and pull down to trigger a manual sync
- 3
Wait a few minutes for the settings to apply
- 4
If the setting still doesn’t apply, try toggling it off and on again in the dashboard
Can’t install Shelta on child’s device
You get an "installation prohibited" error when trying to install the Shelta app on your child’s device.
Can’t install Shelta on child’s device
You get an "installation prohibited" error when trying to install the Shelta app on your child’s device.
Why this happens:
If you’ve already set up app installation restrictions (either through Shelta or Screen Time), the App Store may be blocked.
How to fix it:
- 1
In the Shelta dashboard, temporarily toggle "Block app installation" to OFF
- 2
Install the Shelta app from the App Store on the child’s device
- 3
Once installed, turn "Block app installation" back ON in the dashboard
- 4
The Shelta app will remain installed and protected
FamilyControls approval not showing
After setting up Shelta on your child’s device, you don’t see the approval request on your (parent) device.
FamilyControls approval not showing
After setting up Shelta on your child’s device, you don’t see the approval request on your (parent) device.
Why this happens:
The approval request comes through Screen Time, which needs to be enabled on the parent’s device. It also requires that your child is in your Family Sharing group.
How to fix it:
- 1
Make sure Screen Time is enabled on YOUR (parent) device in Settings → Screen Time
- 2
Verify your child is in your Family Sharing group (Settings → Family)
- 3
Check for pending requests in Settings → Screen Time → Family
- 4
If nothing appears, try re-opening the Shelta app on the child’s device and tapping "Request Authorization" again
App picker not showing apps
When trying to select apps to block, the app picker appears empty or doesn’t show all installed apps.
App picker not showing apps
When trying to select apps to block, the app picker appears empty or doesn’t show all installed apps.
Why this happens:
The app picker requires FamilyControls authorization to be active. If authorization was lost or not properly granted, the picker may not populate.
How to fix it:
- 1
Open the Shelta app on the child’s device
- 2
Check that FamilyControls authorization is active (the app will show a status indicator)
- 3
If authorization is inactive, tap "Re-Authorize" and approve on the parent’s device
- 4
After re-authorization, the app picker should show all installed apps and categories
Still Stuck?
If none of these solutions work, email us at support@shelta.app with a description of what's happening and any error messages you see. We typically respond within a few hours and can often resolve the issue right away.