Admin FAQ

#Can I read a child's conversation to understand a bug?

No. No admin can, by design: the console has no screen for it and the server refuses it. Ask the parent for a screenshot from their parent dashboard and reproduce the problem in a test account.

#Why was I signed out in the middle of something?

Admin sessions last 30 minutes from sign-in and cannot be extended. The banner at the bottom warns you for the last five minutes. Sign in again with a fresh authenticator code.

#My code was refused, but I typed it correctly.

Each code works only once. If you used it a moment ago, or tried twice, wait for the next one. The code from the previous 30 seconds still works, but older ones do not. If it keeps failing, set your phone's clock to automatic time.

#I lost my phone. How do I get back in?

Ask engineering to re-enrol your authenticator. You get a new one-time setup link, and the old authenticator stops working at once. There is no reset by email.

#Can I create another admin from the console?

No. Admin accounts are only created by engineering, never from the console or by signing up.

#A parent says the sign-up page wants a code, but they came from a consent email.

In invite-only mode every new account needs a code, including a parent who arrived from their child's consent email. Create a code labelled with the family name (for example Rahman parent) and send it to them.

#How many uses should a code have?

One code covers a family: the parent and each child use it once. The default of 5 fits one parent and up to four children. For a second parent with their own code, create a separate one labelled, for example, Rahman 2.

#I revoked a code by mistake. Can I undo it?

No. Create a new code with the same label and send it to the family. Accounts already made with the old code keep working.

#What does a suspended family see, and is anything deleted?

A suspended account cannot sign in. Nothing is deleted. Unsuspend it and everything is still there.

#Why does Payments look red and say no provider is connected?

Because payments are off for the beta, which is correct. The panel shows whenever Payments open is off. Do not change it during the beta.

#Why does the Plan column show "—" for everyone?

Nobody has a paid subscription in the beta. Families get Family features through Everyone gets Family features (beta_all_access), not through a plan.

#The tutor stopped for everyone. Is it broken?

Probably not. Check AI spend today on Overview: if it is red, today's budget is used up and the tutor is paused. Safety replies kept working. It restarts when the UTC day turns, or within a minute of raising the budget in AI & Usage.

#Do we get warned before the budget runs out?

There is no automatic warning before 100%. The budget bar turns amber at 80%; check it every day. At 100% one email goes to the support address.

#How do I see what a setting is set to?

You cannot see the value; the console is write-only. The row shows whether it is set, when and by whom. For non-secret settings, the Audit log's before / after shows the value at each change.

#When can we turn on purge_enabled?

Only after counsel has signed off on the retention periods. Until then it stays off, and no child's account is erased automatically.

#Can someone change or delete an audit entry?

No. The log is append-only, and the database refuses edits and deletions.

#Can I use the console on my phone?

Yes. Tap Open menu at the top right to move between sections. Reading feedback and copying invite codes work well on a phone. Make larger changes, such as settings, on a computer.

#A model I picked was refused. Why?

The picker shows the reason beside the model, for example No image input, No streaming, No zero-retention endpoint or Needs a safety test. Each job needs certain abilities, and an OpenRouter model must have a zero-data-retention endpoint. Pick another model, or for the safety screen run the test first. See Models.

#Natural voices are on, but a child still hears the device voice. Why?

The device voice takes over whenever the natural voice cannot read: the OpenRouter key is not set, every voice model in the Narration voices chain failed, or the daily budget or that child's allowance is used up. After a budget or allowance stop, the app tries the natural voice again five minutes later. Check the key and the chain on Models, and spend on AI and usage.

#A whiteboard picture is wrong. How do I remove it?

Open Models, find it in Diagram library, select Delete and give a reason. It is never shown again. Boards that showed it draw their labels instead, and the next board that needs it gets a new picture that is checked again. See The diagram library.

#Can children's data ever go to a model without zero data retention?

No. Every OpenRouter request asks for zero data retention and no training on the data, and goes only to endpoints that promise both. If none can serve the model, the request moves on to the next model in the chain instead. It is never sent without those protections.

#Will a child notice when a model fails and a backup takes over?

No. The next model in the chain answers, and nothing changes on the child's screen. If every model fails, the child sees the usual friendly "try again" message, never placeholder text. The Failovers log on Models shows how often it happened.

#Why did the safety screen stop using a model?

Its safety test expired. A pass counts for 90 days, then the model is no longer allowed on the safety screen until it is tested again. The keyword check kept running throughout. Run the test again from Edit on Safety screen.

#Why is the cost on Costs different from what OpenRouter charged?

Some calls are only estimated: tokens multiplied by the price table. Where the figures come from shows the split between provider-reported and Estimated spend. A model marked Not priced counts at $0, which makes the total too low. Fix the price on AI & Usage.

#Can I see what a child asked, or their name, on Costs?

No. Costs shows an email and a role per account, with tokens and cost. It never shows a child's name and holds no message content. If a family is erased, their spending stays in the totals but is no longer linked to anyone.

#How do I find the student who is using the most?

Open Costs, go to By account and sort by Cost. Select an account to see its days, jobs and models. For a parent, the Family column adds their children's cost.