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.
In 99% of cases, the following steps below will solve the issue:
1) Reload
Tap "Help> Reload Blocking"
If you are having to reload constantly please contact us!
2) Turn off "Share Across Devices" on ALL iOS devices
Open your "iOS Settings > Screen Time"
Turn of "Share Across Devices"
In some cases, we have seen this needs to be turned off on all devices. Due to limitations with Apple Screen Time this is required for using Roots. Learn how to turn off "Share Across Devices" here.
3) Remove any blocking you have set up outside of Roots
If you have other app limits or downtimes please remove them. This applies to iOS Screen Time, or other screen time apps.
Remove screen time permissions from other apps.
Go to "Help > Reload".
4) Some popular websites can cause related apps to be blocked
Apps from the same company may also be blocked when you choose a website that is 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
5) Check if apps are being blocked in multiple places
Check to see if apps are being blocked in multiple places. Eg: "Challenges". If apps are being blocked in multiple places, you will need to unblock from each place.
6) Check if Apple is reporting usage correctly
Open your "iOS Settings > Screen Time"
See if the app usage report is accurate
In some cases Apple may over or under report screen time leading to blocking issues
7) Update Roots app and iOS
Update to the latest version of Roots
Update to the latest iOS version
8) Force quit apps running in background
A lot of issues are related to memory issues on the Apple side. Swipe up and hold, and then close as many apps as possible. This will make the blocking run more smoothly.
9) 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
10) Restart your phone
Restart your phone
Click here if you don't know how to do that
11) 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.
12) Check if you have overlapping app blocks
Overlapping app blocks should not cause an issue. However, we have seen a pattern related to this. If you have issues, please try the following:
Edit blocks so they don't overlap, or stop and start at the same time
For example:
6:00am - 9:00am
9:01am - 5:00pm
Then, tap "Reload" from "Help" modal
13) Turn off "Low Power Mode"
Turn off "Low Power Mode" for better performance.
14) One more thing to try...
If none of the suggested troubleshooting works, please try giving screen time permissions to a different app. In some cases the screen time API can get hung up on the Apple side, and doing this can force things to reset:
Keep Roots open but in the background
Download another screen time app, such as this one
Go through onboarding until you give screen time permissions
Once approved, re-open Roots
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 permissions
Remove screen time permissions from Roots
Go to "iOS Settings > Screen Time > Apps with screen time access"
Then remove access from Roots (This may cause you to lose historical data on your profile)
Then, you can re-add permissions by opening Roots
Note: Reconnecting "Screen Time" access may lead to the loss of historical screen time data within the app.
Need more help?
We know this can be frustrating. We'll be happy to help and will even reward you for your valuable time.