Users migrating to Qustodio from Family Zone may contact you for help closing or canceling their Family Zone account during the migration process. While they should be able to find this information in your school's Online Safety Hub, we've included it here for your easy reference. You can also tell users to contact the Family Zone support team directly.

Canceling a Family Zone account is an easy process, but it is important that users do each of the steps in order without skipping ahead. If they don’t, they may not be able to uninstall Family Zone Connect from their children's devices, or start their new Qustodio subscription. 

What do they need to do?

• If they have an Insights subscription, they should follow the instructions for the type of device they use to manage their children’s devices (Android, Apple or Web Browser(Portal).
• If they have a Premium subscription and pay through Google Play, they should follow the instructions for Android devices.
• If they have a Premium subscription and pay through the Apple Store, they should follow the instructions for Apple devices.
• If they purchased a Premium subscription and don’t pay for it using either Google Play or the Apple Store, or purchased it through a website, they should follow the instructions for Web Browser (Portal). 

How do I tell if a user has a Premium or Insights subscription?

If they pay a monthly or annual subscription fee for Family Zone Connect, they have a Premium subscription. If they do not pay a subscription fee, they have an Insights subscription. 

Another way to tell is to instruct the user to open the Connect app or WebPortal, sign in as a parent, and then select Settings > Manage Subscription. If they see an option to Upgrade Family Zone to Premium, they have an Insights subscription. If they see details of an active paid subscription, they have a Premium subscription.

Canceling Accounts

Android Devices

Canceling a Premium Subscription

1. Open the Connect App on the phone or tablet you use to manage your family’s devices.
2. Tap Settings > Devices.
3. For each of your family’s devices, tap on the device and tap Deactivate > Yes. 
4. When you have deactivated all devices, go back to the Settings page.
5. Tap Manage subscription. The Google Play Subscriptions page will open.   
6. Tap Family Zone Connect.
7. Tap Cancel subscription.
8. Select a reason and tap Continue.
9. Tap Cancel subscription.
10. When you see "Canceled" close Google Play.
11. Open the Connect App.
12. Uninstall Connect from your children’s devices and any shared family devices.
13. Uninstall Connect from your own devices.

Canceling an Insights Subscription

1. Open the Connect App and tap Settings > Devices.
2. For each of your family’s devices, tap on the device and tap Deactivate > Yes.
3. When you have deactivated all devices: 
1. Uninstall Connect from your children’s devices and any shared family devices.
2. Uninstall Connect from your devices.

Apple Devices

Canceling a Premium Subscription

1. Open the Connect App on the iPhone or iPad you use to manage your family’s devices.
2. Tap Settings > Devices.
3. Tap Manage subscription. The Edit Subscriptions page will open.
4. Tap Family Zone Connect.
5. Tap Cancel Subscription.
6. Tap Confirm to Confirm Cancellation.
7. Go back to the Settings page and tap Devices.
8. For each of your family’s devices, tap on the device and tap Deactivate > Yes.  
9. When you have deactivated all devices, go back to the Settings page.
10. Tap ‘Delete my account’ to remove your personal data from our systems.
11. Uninstall Connect from your children’s devices and any shared family devices.
12. Uninstall Connect from your own devices.

Canceling an Insights Subscription

1. Open the Connect App on the iPhone or iPad you use to manage your family’s devices.
2. Tap Settings > Devices.
3. For each of your family’s devices, tap on the device and tap Deactivate > Yes. 
4. When you have deactivated all devices, go back to the Settings page.
5. Tap delete my account.
6. Uninstall Connect from your children’s devices and any shared family devices.
7. Uninstall Connect from your own devices.

Web Browser (Portal)

Canceling a Premium Subscription

1. Open a web browser and go to https://portal.familyzone.com
2. Sign in with your email and password.
3. Go to Settings > Devices.
4. For each of your family’s devices, select the device and select Remove Protection > Yes > Disable.
5. When you have deactivated all devices, select your name at the top-right of the window.
6. Select My services. It may take a few seconds for your subscription details to load.
7. Select Change Plan.
8. Scroll down and select Cancel Premium.
9. Select Confirm.
10. Scroll down and select Cancel Insights.
11. Select Confirm.
12. Uninstall Connect from your children’s devices and any shared family devices.
13. Uninstall Connect from your own devices.

Canceling an Insights Subscription

1. Open a web browser and go to https://portal.familyzone.com.
2. Sign in with your email and password.
3. Go to Settings > Devices.
4. For each of your family’s devices, select the device and select Remove Protection > Yes > Disable.
5. When you have deactivated all devices, select your name > My services at the top-right of the window. It may take a few seconds for your subscription details to load.
6. Select Cancel Insights.
7. Select Confirm.
8. Uninstall Connect from your children’s devices and any shared family devices
9. Uninstall Connect from your own devices.