If your child’s Aqua one is locked and has a failed payment message appear, it’s usually because a payment didn’t go through for your subscription. Don’t worry—it’s a simple fix, and we’ll help explain what’s going on.
When your subscription payment doesn’t work, we try a few times to process it. If it still doesn’t go through, the system automatically locks your child’s device. This helps make sure your account stays up to date and your payment plan continues on schedule.
To unlock the device, just log into your account here and check your payment. You might need to update your card or fix a billing issue. As soon as the payment is complete, the device will unlock on its own within 12 hours. You don’t have to do anything else.
If you want it to unlock sooner, you can reach out to our Customer Care team on your parent Dashboard and we will get back to you as soon as possible if it falls within our business hours.
To help avoid this in the future, make sure your card info is current and watch for any emails or messages about billing. Some parents like to set a reminder to check their subscription once a month just to be safe.
We know how stressful it can be when a device stops working, especially when you count on it to help keep your child safe online. If you have any questions or need help, our support team is here for you.