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
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) 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
Remove any existing blocking you have outside of the Roots app
Remove screen time permissions from other screen time apps
6) 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".
7) "Turn Off "App and Website Activity” (Even if “Share Across Devices” is OFF)
In rare cases, you’ll need to completely turn off "App and Website Activity" on all other Apple devices and leave it enabled only on your phone — even if "Share Across Devices" is already turned off. (See screenshot below)
To do this: Go to "iOS Settings > Screen Time > Scroll Down > Turn Off App and Website Activity".
Note: If your Apple watch is cellular powered, you may need to turn that "OFF" too.
This step ensures that your phone is the only device tracking app and web usage, which can help resolve syncing or reporting inconsistencies.
8) 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 a screen recording in this format of your:
Roots Homepage (scroll down to include the app usage list)
"iOS Settings > Screen Time > See All App and Website Activity (scroll down to include the app usage list)
This will help us compare both views and get to the bottom of the issue faster.
You can email us 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. And whether this is happening just once or across multiple days.
Here's how you can record the screen on your iPhone: Apple Support – How to Record Your Screen
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