Articles on: Kid-Safe Experience

Why does my Kid-Safe device report that it was "unable to enrol device" and "couldn't connect to service"?

If you're installing the Kid-Safe Experience on a "bring your own" Samsung device, you might get a message on your Kid-Safe device that it was "unable to enrol device" and "couldn't connect to service". This can happen if you entered the serial number and/or IMEI incorrectly during the setup process on the dashboard.

You can resovle this by leaving the setup process on the Safe Surfer dashboard (by going back to the Devices menu), and on the Samsung phone going to the Settings app > General management > Reset > Factory data reset > Reset > Delete all. You can then begin the installation again by clicking the "+ New Device" button on the Devices menu.

Updated on: 27/05/2024

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