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 would like hands on support, click here troubleshoot directly with one of our founders.
If you need to unblock in an emergency, click here.
Here are a few things to try:
1) Reload blocking
Tap "Help > Reload Blocking"
If you are having to reload constantly please contact us!
2) Apps may be 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 > Challenges" — you’ll also need to unblock the apps from here if they’re listed.
3) Restart your phone
Restart your phone, then tap "Help > Reload Blocking"
4) Force quit the Roots app
Force close Roots and open it again to reset the connection
Click here if you don't know how to do that
5) Update to the latest version of Roots
Update to version of the app here
6) Reset "Screen Time" permissions
Go to "Settings > Screen Time"
Scroll down and find "Roots"
Remove access, then re-open the Roots app
Give access to screen time permissions when prompted
Note: Reconnecting Screen Time access may lead to the loss of historical screen time data within the app.
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 App > 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!