We're here to help.
First off, we know this can be frustrating. We sincerely apologize for the inconvenience.
Here are a few things you can try to fix this issue:
1) Refresh the app
Tap the refresh icon at the top of the homepage to update your "Balance Score".
2) Restart your device
Restart your phone, then refresh the app again
3) 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.
If the issue continues...
and if you're comfortable with it, could you send a couple of screenshots of your "Balance Score" from the past few days?
One screenshot of the home tab view.
Another screenshot after tapping the (i) icon next to the "Balance Score", which should display a breakdown of the score.
This will help us better understand the details. Please email screenshots to hello@getroots.app
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!