Common Issues

Quick solutions to the most frequently encountered problems with FamilyCast. Find your issue below for step-by-step troubleshooting.

Getting Started Issues

Can't Create Account

Issue: "Email already in use" or signup fails

Solutions:

1. Email Already Registered:

   • Use Forgot Password to reset
   • Check if you created account previously
   • Try signing in instead of signing up

2. Invalid Email:

   • Verify email address spelled correctly
   • No spaces or extra characters
   • Valid email format ([email protected])

3. Password Requirements:

   • Minimum 8 characters
   • At least one uppercase letter
   • At least one number
   • At least one special character

Still Having Issues?

• Try different browser
• Clear browser cache and cookies
• Contact [email protected]

Can't Sign In

Issue: Password doesn't work or account not found

Solutions:

1. Forgot Password:

   • Click Forgot Password on login page
   • Enter email address
   • Check email for reset link
   • Create new password

2. Account Not Found:

   • Verify email address correct
   • Check if used different email to sign up
   • Try "Sign Up" - may not have account yet

3. Locked Account:

   • Too many failed login attempts
   • Wait 15 minutes, try again
   • Or use Forgot Password to reset

Browser Issues:

• Try different browser (Chrome, Safari, Firefox)
• Clear cookies and cache
• Disable browser extensions
• Check internet connection

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Display Issues

Display Won't Register

Issue: Registration code doesn't work

Quick Fixes:

1. Code Expired:

   • Codes expire after 24 hours
   • Generate new code: Displays → Add Display → New Code
   • Use new code immediately

2. Typo in Code:

   • Codes are 6 characters
   • Case-sensitive (uppercase/lowercase matters)
   • No spaces or dashes
   • Try copying/pasting instead of typing

3. Wrong URL:

   • Use display.familycast.app (not app.familycast.app)
   • Check spelling
   • Use https:// not http://

Still Not Working:

• Check internet connection on display device
• Try different browser on display
• Restart display device
• Generate brand new code

Display Shows "Offline"

Issue: Dashboard says display is offline

Check:

1. Internet Connection:

   • Display device connected to WiFi?
   • Test by opening another website on display
   • Restart WiFi router if needed

2. Browser Closed:

   • Display must keep browser open
   • Don't close the display.familycast.app tab
   • Set browser to never sleep/close

3. Device Went to Sleep:

   • Display device may have powered off
   • Wake device
   • Adjust power settings (never sleep)
   • Reload display.familycast.app

Reconnect:

• Refresh browser on display device
• If still offline after 5 minutes, re-register display

Display Shows Wrong Content

Issue: Wrong layout or calendar showing

Check:

1. Assigned Layout:

   • Go to Displays → Select display
   • Verify correct layout assigned
   • Change layout if needed
   • Wait 2-3 minutes for update

2. Family Member Assignment:

   • Check which family member display is assigned to
   • Kids' displays should be assigned to child
   • Shows that person's content

3. Safe Mode:

   • If kids' display shows adult content, enable Safe Mode
   • Displays → Select display → Safe Mode On
   • Filters inappropriate content automatically

Force Refresh:

• Refresh browser on display device (F5 or Ctrl+R)
• Wait 2-3 minutes
• Display should update

Display Not Updating

Issue: Changes made in dashboard don't appear on display

Solutions:

1. Wait for Update:

   • Displays update every 5 minutes automatically
   • Wait 5 minutes after making changes
   • Don't refresh too quickly

2. Force Update:

   • Refresh browser on display device
   • Should load new content immediately

3. Clear Cache:

   • Close display browser completely
   • Reopen display.familycast.app
   • Re-register if needed (use existing code if still valid)

Check Settings:

• Verify changes saved in dashboard
• Check if applied to correct display
• Ensure display is online

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Calendar Issues

Events Not Showing on Calendar

Issue: Calendar is empty or missing events

Check:

1. Calendar Connected?

   • Go to Integrations → Calendars
   • Verify Google Calendar or Cozi connected
   • Status should be "Connected" (green)

2. Calendar Selected in Display?

   • Displays → Select display → Layout Settings
   • Verify calendar enabled
   • Check which calendars are showing

3. Events in Date Range?

   • Calendar shows today + next 30 days typically
   • Check if events are outside this range
   • Adjust display date range if needed

Solutions:

• Reconnect calendar integration
• Force sync: Integrations → Calendar → Sync Now
• Wait 15-20 minutes for sync to complete
• Refresh display

Events Showing Wrong Time

Issue: Calendar events appear 1-3 hours off

Cause: Time zone mismatch

Fix:

1. FamilyCast Time Zone:

   • Account → Settings → Time Zone
   • Set to your local time zone
   • Save changes

2. Google Calendar Time Zone:

   • Open Google Calendar settings
   • Verify time zone matches your location
   • Update if incorrect

3. Force Re-Sync:

   • After updating time zones
   • Integrations → Calendars → Sync Now
   • Events should correct

Device Time:

• Check display device time is correct
• Auto time zone enabled
• Manual adjustment if needed

Can't Edit Calendar Events

Issue: Edit button greyed out or missing

Reason:

Read-Only Integrations:

• Cozi calendars: Cannot edit in FamilyCast
• iCal/Webcal: Cannot edit in FamilyCast
• Must edit in source app (Cozi, etc.)

Google Calendar:

• Should be editable if using Google Calendar integration
• Check permissions granted when connecting
• May need to reconnect with full permissions

Permissions:

• Check your role (Teen? Child?)
• Only Parents and above can edit family calendar
• Teens can edit own calendar only

Fix:

• Use correct integration for editing (Google Calendar)
• Or edit events in source app (Cozi)
• Verify account permissions

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Photo Issues

Photos Not Showing on Display

Issue: Photo slideshow is blank or shows placeholder

Check:

1. Google Photos Connected?

   • Integrations → Google Photos
   • Status: "Connected" (green)
   • If red, reconnect

2. Albums Selected?

   • Integrations → Google Photos
   • At least one album must be selected
   • Albums must have photos (not empty)

3. Album Assigned to Display?

   • Displays → Select display → Photo Settings
   • Verify album assigned
   • Check if correct album selected

Solutions:

• Reconnect Google Photos integration
• Select albums to sync
• Assign album to display
• Wait 5-10 minutes for initial sync

Photos Not Updating

Issue: New photos not appearing on display

Check:

1. Photos in Synced Album?

   • Open Google Photos
   • Verify new photos added to album that FamilyCast is syncing
   • Photos in library but not in album won't sync

2. Last Sync Time:

   • Integrations → Google Photos
   • Check "Last Synced" timestamp
   • Should sync every 6 hours automatically

Force Sync:

• Integrations → Google Photos → Sync Now
• Wait 2-5 minutes
• New photos should appear

Wait for Auto-Sync:

• Automatic sync every 6 hours
• New photos appear within 6 hours of adding to album

Photos Loading Slowly

Issue: Slideshow stutters or takes long to load photos

Causes:

• Slow internet connection
• Large high-resolution photos
• Too many photos synced

Solutions:

1. Reduce Photo Quality:

   • Displays → Photo Settings → Quality: Medium
   • Smaller files load faster

2. Smaller Albums:

   • Use 50-100 photos instead of 500+
   • Split large albums into smaller ones

3. Check Internet Speed:

   • Run speed test on display device
   • Need minimum 5 Mbps
   • Upgrade internet or move closer to router

4. Optimize Photos in Google:

   • Google Photos → Settings → "High quality" vs "Original"
   • High quality = compressed, faster loading

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Message Issues

Can't Send Messages

Issue: Send button greyed out or message doesn't appear

Check Permissions:

1. Account Role:

   • Family → Members → Your profile
   • Check role: Parent, Teen, Child?
   • Children cannot send messages
   • Teens have limited message access

2. Display Assignment:

   • Teens can only send to approved displays
   • Check Message Settings for approved displays list

3. Message Content:

   • Message cannot be blank
   • Maximum length: 500 characters
   • No special characters that might cause issues

Solutions:

• Ask account owner to adjust permissions
• Verify display selection
• Try shorter message
• Refresh dashboard and try again

Messages Not Showing on Display

Issue: Sent message doesn't appear

Check:

1. Correct Display Selected?:

   • When sending message, verify display selection
   • Message only goes to selected displays
   • Check all displays to find message

2. Message Approved?:

   • If teen sent message, may require parent approval
   • Messages → Pending → Approve message
   • Then appears on display

3. Display Layout Includes Messages?:

   • Displays → Select display → Layout
   • Verify layout has message component
   • Some layouts don't show messages

4. Message Schedule:

   • Check if message scheduled for future
   • Scheduled messages don't appear until scheduled time

Solutions:

• Resend message to correct display
• Approve pending message (parents)
• Change display layout to include messages
• Check message schedule time

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Integration Issues

Integration Won't Connect

Issue: "Connection failed" when connecting Google Calendar, Google Photos, or Cozi

Solutions:

1. Google Account:

   • Verify you're signing in to correct Google account
   • Account must have access to calendars/photos
   • Grant all requested permissions
   • Don't skip any permission screens

2. Cozi iCal Link:

   • Verify iCal link copied correctly
   • No extra spaces
   • Full link (starts with webcal:// or https://)
   • Link not expired

3. Browser Issues:

   • Disable popup blockers
   • Allow cookies from familycast.app
   • Try different browser
   • Clear cache and try again

4. Network:

   • Check internet connection
   • Firewall not blocking familycast.app
   • Try from different network (phone hotspot)

Still Failing:

• Wait 15 minutes and try again
• Contact support with error message

Integration Keeps Disconnecting

Issue: Integration status shows "Disconnected" frequently

Causes:

1. Password Changed:

   • Changed Google account password?
   • FamilyCast needs to reconnect
   • Disconnect and reconnect with new credentials

2. Permissions Revoked:

   • Check Google account → Connected Apps
   • Verify FamilyCast still has permissions
   • Re-grant if revoked

3. Expired Credentials:

   • OAuth tokens expire periodically
   • Reconnect integration
   • Should stay connected for months

Fix:

• Disconnect integration
• Reconnect fresh
• Grant all permissions
• Verify stable for 24+ hours

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Performance Issues

Dashboard Slow or Unresponsive

Issue: Dashboard takes long to load or buttons don't work

Solutions:

1. Clear Browser Cache:

   • Browser settings → Clear cache
   • Close all FamilyCast tabs
   • Reopen familycast.app

2. Too Many Browser Tabs:

   • Close unnecessary tabs
   • FamilyCast works best with fewer tabs open

3. Old Browser:

   • Update browser to latest version
   • Chrome, Safari, Firefox recommended
   • Avoid Internet Explorer

4. Device Performance:

   • Restart computer/phone
   • Close memory-intensive apps
   • Check device has 2+ GB free RAM

Network:

• Slow internet connection
• Run speed test (need 5+ Mbps)
• Connect via Ethernet instead of WiFi if possible

Display Performance Issues

Issue: Display lags, freezes, or content jumps

Check:

1. Display Device:

   • Old tablet or computer?
   • Check CPU usage (should be less than 50%)
   • Restart display device

2. Too Much Content:

   • Large photo albums (500+ photos) slow down
   • Use smaller albums (50-100 photos)
   • Reduce slideshow quality

3. Internet Connection:

   • Display device needs stable WiFi
   • Minimum 5 Mbps, 10+ Mbps recommended
   • Move closer to WiFi router
   • Use Ethernet adapter if available

4. Browser:

   • Update browser on display device
   • Chrome recommended for best performance
   • Clear browser cache

Optimize Display:

• Lower photo quality setting
• Increase photo duration (less frequent changes)
• Reduce number of widgets on layout
• Simpler layouts perform better

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Subscription and Billing

Can't Upgrade Account

Issue: Upgrade to paid plan fails

Check:

1. Payment Method:

   • Valid credit/debit card
   • Card not expired
   • Billing address correct
   • Sufficient funds

2. Browser:

   • Popup blockers disabled
   • Cookies enabled
   • Try different browser
   • Incognito/private mode

3. Stripe Payment:

   • Payment processed by Stripe
   • Check if Stripe blocked by firewall/VPN
   • Disable VPN temporarily

Solutions:

• Try different payment method
• Contact your bank (may be blocking charge)
• Wait 24 hours and try again
• Contact [email protected]

Billing Issues

Issue: Unexpected charge or subscription not active

Check:

1. Subscription Status:

   • Account → Billing
   • Verify plan status (Active, Cancelled, Expired)
   • Check renewal date

2. Payment Failed:

   • Card expired or declined
   • Update payment method
   • Subscription may be suspended

3. Free Trial Ended:

   • Free trial is 14 days
   • Automatic charge after trial
   • Cancel before trial ends to avoid charge

Solutions:

• Update payment method
• Review subscription plan
• Contact support for refund requests
• Cancel subscription if no longer needed

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Account Issues

Can't Delete Account

Issue: No delete account option or delete fails

Process:

1. Cancel Subscription First:

   • Account → Billing → Cancel Subscription
   • Wait for subscription period to end
   • Then delete account

2. Remove Displays:

   • Unregister all displays
   • Displays → Each display → Delete

3. Delete Account:

   • Account → Settings → Delete Account
   • Confirm deletion
   • Account permanently deleted

Warning:

• Account deletion is permanent
• All data lost (calendars, messages, settings)
• Cannot be undone
• Displays stop working immediately

Can't Add Family Member

Issue: Invitation fails or family member can't join

Check:

1. Subscription Limit:

   • Free plan: 4 family members max
   • Plus plan: 8 family members max
   • Premium plan: Unlimited
   • Upgrade if at limit

2. Email Address:

   • Valid email required (except young kids)
   • No duplicate emails
   • Check spam folder for invitation

3. Invitation Expired:

   • Invitations expire after 7 days
   • Resend invitation
   • Family member must accept within 7 days

Solutions:

• Upgrade plan if at member limit
• Resend invitation
• Verify email address correct
• Contact support if issues persist

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Data and Privacy

Data Not Syncing

Issue: Changes in one place don't appear elsewhere

Expected Behavior:

• Calendar sync: 15 minutes (Cozi) or 1-2 minutes (Google)
• Photo sync: Up to 6 hours
• Message delivery: 1-2 minutes
• Display updates: 5 minutes

If Not Syncing:

• Force sync via integration settings
• Wait for next automatic sync cycle
• Check integration connection status
• Verify internet connection on all devices

Privacy Concerns

What Data Does FamilyCast Access?

Google Calendar:

• Calendar events only (not email or other Google services)
• Only selected calendars
• Two-way access (read and write)

Google Photos:

• Only selected albums
• Photo links (not copies stored)
• Read-only access

Cozi:

• Calendar data via iCal link
• No direct Cozi account access
• Read-only

Data Storage:

• Encrypted in transit (HTTPS)
• Stored securely on servers
• Not shared with third parties
• Deleted when account deleted

Control Your Data:

• Disconnect integrations anytime
• Delete account to remove all data
• Export data before deleting (if needed)

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Getting Help

When to Contact Support

Contact [email protected] if:

• ✅ Can't solve problem with this guide
• ✅ Account access issues
• ✅ Billing problems
• ✅ Bug reports
• ✅ Feature requests
• ✅ Privacy questions

Include in Support Email:

• Account email address
• Description of problem
• Steps to reproduce
• Screenshots (if applicable)
• Browser and device info
• Error messages (exact text)

Response Time:

• Typically 24-48 hours
• Urgent issues prioritized
• Billing issues resolved quickly

Additional Resources

Documentation:

• Display Setup Guide
• Display Problems
• Integration Problems

Feature Guides:

• Family Calendar
• Photo Sharing
• Family Messages

Integrations:

• Google Calendar
• Google Photos
• Cozi Integration

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Still Need Help? Contact [email protected] with details about your issue.