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, scroll down the page.
If you would like hands on support, click here troubleshoot directly with one of our founders.
Steps to troubleshoot:
1) Reload
Tap "Help" on any screen in Roots
Tap the "Reload Blocking" button
2) Start a new "Pause"
Tap to end a "Pause" early
Then, start a new "Pause"
Please let us know so we can add one "Pause" back to your account.
3) 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
4) Restart your phone
Restart your phone
Click here if you don't know how to do that
5) Reset "Screen Time" permissions
Go to "iOS 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.
6) Are you trying to unblock apps in an active "Challenge"?
At the moment, "Pauses" do not disable app blocking for "Challenges". We're working on making "Pauses" apply to "Challenges" as well. In the meantime, you may unblock apps in "Challenges" by going to: "Help > (Scroll to the bottom) > Tap Emergency Unblock"
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: Remove 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 “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!