URGENT help required with KSK uninstall!

[chavs_uk]

Hi folks, been trawling the interwebs and forums etc for a few days to try and solve this issue but all of the suggestions I'm seeing on other people's similar issues are simply not working for me!

So... had Kaspersky Safe Kids installed on a Samsung Flip 6 phone (UK, O2 network)... has been installed for approx 1 year I'm guessing and worked generally OK in that time.  At Christmas, the user got a new phone.  I set up a new "child" profile and installed KSK on the new device, no problem, all good on the new phone.

The old phone is now going to be sold, but I need to remove KSK from it before I can do a factory reset.  And therein lies the problem, I cannot for the life of me get the thing to uninstall and it's driving me around the bend!

I started with Kaspersky's own instructions...  open the app on the device > click 'for parents' > click 'uninstall' > enter credentials...  as soon as I enter the credentials, it quickly flashes up "signing in" but then goes back to the parent's screen again...   if i click 'uninstall' again, we get stuck in the same loop where I sign in then it's straight back to the parents screen.

I found an older thread on this forum about going onto the desktop parents control and disabling the monitoring etc first, then try again, but have the same issue.

Every time I sign in on the device and choose 'uninstall', it throws me back to the main screen and I get a dropdown notification saying "Uninstalling... can't uninstall active device admin app" with a link inviting me to "manage device admin apps"....  when I click that option, I get a screen showing KSK with a bullet-list of all the functions KSK has control over, and two options at the bottom:  [Cancel] or [Deactivate]...  unfortunately, the option I want (deactivate) is greyed out and not available.

When I try to close the app and start over, I get a message saying "Security policy restricts you from stopping this application".

I did manage to find an alternative route where I was asked to sign in to my KSK account and when I entered the password, I got the parents screen with a popup saying "are you sure you want to uninstall this app?" however when I click 'yes', it just darkens the screen and shows the spinning wheel saying "please wait..." - that just stays on the screen for eternity but doesn't actually do anything (i left it for up to 20 mins at one point, just in case it was taking its time, but it still did nothing).

I am literally going around in circles with everything I try but getting absolutely nowhere.  I need this removed as a matter of urgency as the phone is being sold to a family member (an adult) who is currently without a phone and needing one!

Is anyone able to help solve this issue before my final remaining strands of non-grey hair turn grey?!  😭

Edited 7 hours ago by chavs_uk

[Flood and Flood's wife]

Hello @chavs_uk,
Welcome!
We were going to provide a process to proceed with this, we've spent hours documenting - however, testing it, it doesn't work.
The 'recommended' documentation -> Remove Kaspersky Safe Kids for Android from your child's device & the *actual* process are as different as chalk & cheese which is telling (ioo). 

Please reach out to Kaspersky Customer Service, https://support.kaspersky.com/b2c#contacts -> select Email, fill in the template as shown; include a *detailed history*. Support may request logs, data & traces, they will advise you:
*Note - don't use the AI-bot to submit the case*

Please share the outcome with the Community, when it's available? 

Thank you🙏
Flood🐳+🐋