We're here to help.
First off, we know this can be frustrating. We sincerely apologize for the inconvenience.
In many cases, these discrepancies are due to irregularities in Apple’s “Screen Time” data, which Roots relies on to show your usage accurately.
Please check if Apple "Screen Time" is reporting correctly:
Go to: “iOS > Settings > Screen Time”
Use the date picker on the Roots homepage to check a few different days and see how the data compares to Apple Screen Time for those days.
If Apple is also showing incorrect data, the issue will likely resolve itself within a few days
You may consider reporting this "Screen Time" data inaccuracy directly to Apple here
We’re also working on a new feature (coming soon!) that will let you manually clean up or edit inaccurate screen time entries—this should help when things slip through
Is Roots showing odd usage?
Due to limitations with Apple "Screen Time", sometimes Apple will report usage that does not make sense or match your actual usage
This may show up as "Family Controls Authentication UI" or "User Authentication” or "AuthKitUIService"
Usually it only happens for a day or two when you start using the app and then it resolves itself
You may consider reporting this "Screen Time" data inaccuracy directly to Apple here
We are currently investigating ways to workaround this bug. Stay tuned for updates
If Apple "Screen Time" is reporting correctly...
Here are a few steps that often help:
1) Refresh your data
Tap the “Refresh” button on the top-right of the Roots homepage (next to “Help”) to reload your screen time data.
2) Reconnect "Screen Time" access
Open "Settings > Screen Time"
Navigate to "Apps with Screen Time Access"
Toggle Roots "OFF", then back "ON"
Tap "Continue" to grant Roots "Screen Time" access again
Note: Reconnecting "Screen Time" access may lead to the loss of historical screen time data within the app.
3) Turn off "Share Across Devices" on ALL iOS devices
Please try turning off "Share Across Devices" on ALL iOS devices:
Open "iOS Settings > Screen Time"
Make sure "Share Across Devices" is turned "OFF"
If you have multiple Apple devices, disable this on each one. Due to Apple’s limitations, this is required for Roots to track correctly.
Learn more how to turn off "Share Across Devices" here.
4) Check linked devices and "Family Sharing"
Do you have a family plan or any other devices, such as a child’s device, connected to your Apple ID? If yes, your child's screen time may count toward total screen time.
5) Disable "Always-On" display
On iPhones with Always-On Display (like the iPhone 14 Pro and newer), the screen can appear active even when you're not actively using the device, which may impact screen time tracking. You can turn this feature off by going to "Settings > Display & Brightness > Always On Display" and toggling it "OFF".
6) Delete and reinstall
As a final step, you can try fully deleting and reinstalling the Roots app. This can reset certain permissions that may not be fixed through a simple reconnect. Just a heads-up — this will erase any historical data within the app.
If the problem persists:
Please send us the following:
A screen recording of your Roots homepage (showing app list + usage)
A screen recording of your Apple “Screen Time” (app list + time breakdown)
This will help us compare both views and get to the root of the issue faster.
You can email us directly by going to: "Roots > Profile > Account Settings (top of the screen) > Help Center (under Help & Support) > Scroll down to Contact Us".
Also, please mention in the email which of the above steps you’ve already tried, so we don’t repeat those.
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!