We're here to help.
First off, we know this can be frustrating. We sincerely apologize for the inconvenience and will make sure you're well taken care of. If you have ongoing issues, we'll even offer you a free subscription.
If you need to unblock in an emergency, click here.
If you would like hands on support, click here troubleshoot directly with one of our founders.
Steps to troubleshoot:
1) Some websites or apps can cause related apps to be blocked
Apps from the same company may also be blocked when you choose a website or apps that are related to the company who owns the app. This is a bug from Apple.
Facebook.com can block WhatsApp, Messenger, or other Meta apps
Amazon.com can block Audible
In rare cases Facebook app can block other Meta apps (ex: Meta View)
Here is one thing to try:
Go to "iOS Settings > Screen Time > Always Allowed"
Then, add the app you want to access as "Always Allowed"
Save, and see if that allows you to access the app
If this doesn't work, since right now there is not a good workaround due to Apple limitations, we suggest you remove the websites or apps from your blocking to avoid this issue. Sorry for the inconvenience!
2) Check if apps are being blocked in multiple places (i.e. Challenges)
Go to "Roots > Blocking"
Tap on each block you’ve created — for example, "Time Limit", "Time of Day", or "All Day (Limited Unblocks)" — to check if the apps are being blocked in multiple places. If so, you’ll need to unblock them from each individual block
Next, go to "Roots > Challenge" — you’ll also need to unblock the apps from here if they’re listed
3) Remove any blocking you have set up outside of Roots
If you have any blocking active in iOS "Screen Time" or other screen time apps, it can cause issues and make the Roots "Time Limits" and "Time of Day" blocks to not work properly
Remove any existing blocking you have outside of the Roots app
Remove screen time permissions from other screen time apps
4) Reload
Tap "Help (top of any screen) > Reload Blocking". If you are having to reload constantly please contact us!
Have an emergency?
Option 1: Use "Emergency Unblock" mode
Open Roots, go to "Help"
Scroll all the way down to "Emergency Unblock"
Follow the instructions
Option 2: Use a "Pause"
If you are on a free trial or premium subscription
Go to "Roots > Blocking > Pauses" (top of the screen)
Then tap to use a "Pause"
This will unblock all apps
Option 3: Remove "Screen Time" permissions
Remove screen time permissions from Roots
Go to "iOS Settings > Screen Time > Apps with screen time access"
Then remove access from Roots
Note: Reconnecting "Screen Time" access may lead to the loss of historical screen time data within the app.
If you’re out of “Pauses” or “Emergency Unblocks”:
Reach out to us directly from the app: "Roots > Profile > Account Settings (top of the screen) > Help Center (under Help & Support) > Scroll down to Contact Us".
Please make sure to mention the email linked to your Roots account, and we’ll be happy to add some for you!
To find your Roots-associated email ID, go to: "Roots > Profile > Account Settings (top of the screen) > Tap on Your Name > Account Details > Email".
Need more help?
Get personal help from one of our founders here. We know this can be frustrating, and we appreciate your patience. We're happy to assist—and we’ll even reward you for your valuable time!