Thank you for reaching out to us. In the past weeks, Apple has had several major events that have led them to make changes to their systems. These changes while necessary to protect your data from unauthorized access, have led to an increase in the number of accounts that are getting locked out.

Our team has put in place procedures to temporarily block attempts to login when a pattern is discerned that could cause Apple to lock the account. Please try coming back to the site after 24 hours using the same credentials again. We are working on additional changes to our systems and are optimistic these will further help users with those issues.  

We strongly recommend getting you moved over to our new system that takes advantage of Apple iTunes.  This provides the same data while avoiding any and all issues associated with the iCloud.

https://support.uknowkids.com/hc/en-us/articles/360000403486-What-are-the-Advantages-and-Disadvantages-of-uKnowKids-with-Apple-iCloud-versus-uKnowKids-with-Apple-iTunes-

If this is not possible I think we should at that time be able to get you data the same as we update a child's profile with a new password.

If your child gets a new Apple mobile device, changes the "name" of the device in his/her iCloud account, changes the password associated with his/her iCloud account, or if Apple's algorithms determine there is unusual activity associated with an IP address that your child's device has recently utilized, you will need to remove the current Apple iCloud <<-->> uKnowKids connection, and then reconnect iCloud to uKnowKids again.

This will enable us to monitor the new device iCloud backups as necessary.

Here are the 3 simple steps you need to take to get uKnowKids properly reconnected to your child's Apple iCloud account...

***This is the most critical of the steps***.

Go directly to www.icloud.com, and log in to your child's Apple iCloud account to confirm the associated Apple ID login credentials. In addition, please confirm the date/time that your child's mobile device most recently backed up to iCloud.

https://support.uknowkids.com/hc/en-us/articles/205114985-How-to-Determine-the-Date-and-Time-of-Your-Child-s-Last-Successful-Apple-iCloud-Backup

***The device and the website need to show the same date and time for the backup****

2)
Remove existing iCloud Account connection from uKnowKids.

http://support.uknowkids.com/hc/en-us/articles/205115025-How-to-Remove-an-iCloud-Account-from-uKnowKids

3)
Connect Your Child's Apple iCloud Account to uKnowKids.

http://support.uknowkids.com/hc/en-us/articles/205111415-How-to-Connect-Your-Child-s-Apple-iCloud-Account-to-uKnowKids

Once you have completed these 3 simple steps, you should be good to go!!! uKnowKids will take it from here.

It may take a few hours for uKnowKids to complete the initial iCloud sync/update, but you are often able to start seeing data in the uKnowKids dashboard in less than 30 minutes.

If you do not see iCloud data in your uKnowKids Dashboard within that period of time, please make sure you have done the following...

a)
Make sure your child's Apple device is enabled to automatically back up to Apple iCloud every night. On your child's Apple mobile device: Go to Settings > iCloud > Backup, then turn on iCloud Backup.

b)
Manually initiate an iCloud backup, so that the latest Apple data is included in the Backup. On your child's Apple mobile device: Go to Settings > iCloud > Backup, then tap Back Up Now.

c)
Log into iCloud.com to validate that your child's mobile device successfully completed an iCloud Backup This is also a great time to accept Apple iCloud's T&Cs if you have not done so already, and to validate that your child's iCloud account has plenty of plenty of storage for iCloud Backups. If you receive a message from iCloud during login saying that "Your iCloud storage is almost full", then you will want to check out this Apple article on "How to manage your iCloud storage".

Again we strongly recommend that you take advantage of our new system that uses iTunes.  Simply let us now and we can provide additional information.

Our apologies for the interruption.

Did this answer your question?