If your child has forgotten their Aqua One password, don't worry — our Customer Care team is here to help you get things back on track quickly.
How to get help
Open your Parent Dashboard by visiting app.cyberdive.co on your mobile browser, or through the Cyber Dive app. Tap the live chat bubble to connect with one of our Customer Care agents. Let them know your child has forgotten their password and they'll guide you through the next steps, which may include arranging for the device to be sent in for a manual reset.
What to expect during the reset process
In most cases, resetting a forgotten password requires a factory reset of the Aqua One. Our team will walk you through exactly what's needed and provide instructions if the device needs to come to us. Once we receive it, our team will reset it promptly and ship it back to you so your child can get back online quickly.
Important: back up first whenever possible
Before any reset, we strongly recommend backing up your child's data to Google Drive. This protects their photos, contacts, and app data so nothing is lost during the reset process. To back up, go to Settings > System > Backup on the Aqua One and make sure backup to Google Drive is enabled and up to date.