Cannot delete Safe Kids app from Android

[tracy8989]

I have tried (for the past 2 hours) to delete this app from my sons phone. I can’t even get to the point of using my PIN. From his phone, I log into SafeKids and then nothing! It goes blank and then the whole proccess starts over again. We’ve tried factory resetting the phone but can’t even do that because of the app. HELP

[Flood and Flood's wife]

Hello @tracy8989, 

Welcome!

1. Edit, apologies Tracy, which version?  
2. Is KSK Premium or Free? 

Please let us know?

Thank you🙏

Flood🐳+🐋

[tracy8989]

Moto G5 Plus. Android. Premium. 

I've deleted the device & now can't even re-add it. I get stuck in this endless loop. 

[Flood and Flood's wife]

Sorry Tracy, 

What do you mean, “I've deleted the device” ?

 

[tracy8989]

I went on my PC, logged in and deleted my phone and my son's. I cannot add his back due to the aforementioned issue. We cannot factory reset his phone next settings cannot be accessed. I've tried change my password, logging in via his phone numerous times.. nothing works. 

[Flood and Flood's wife]

Do you mean you selected the option to DISCONNECT the device? 

[tracy8989]

Yes disconnected; trying to re-add it on his phone as the app (on his phone) was not letting me access anything initially. 

[Flood and Flood's wife]

Thanks Tracy, 

1. Contact Kaspersky support ​​​via Chat, not Phone or Email. 

• When it’s available, please share the outcome with the Community? 

Thank you🙏

Flood🐳+🐋

Additional resource:

Remove the app from your child's device, IF the device remains connected to the MyKaspersky account. 

[Berny]

@tracy8989

Also please see Kaspersky Support article   : What to do if you have difficulties to remove the app