Having trouble installing Circle Go? We've included some info and a walkthrough to help you below.
Circle Go Setup Walkthrough
Restart your devices
Let's try a restart of the Circle device, your Circle and MyCircle apps, your iOS or Android device, and your router.
To restart your Circle: Simply hold down the grey power button on the back of the Circle for about 10-15 seconds, until the white light on the back turns off completely. Then, hold the button again for a few seconds, until the light comes back on.
To restart your Circle and MyCircle apps: On an iOS device, double tap the "Home" button, and "slide" the Circle apps up and off the screen. On an Android device, tap the window icon in the bottom right of the screen, and slide the Circle apps off the screen to the left or right.
To restart your iOS/Android device: Usually this involves holding the power button on the iOS or Android device until a "Power off" button appears. Tap/slide the button, wait about 30 seconds, and then power the device back on by holding the power button down for a couple seconds.
To restart your router: Unplug your router from power, and wait about 30 seconds. Then, plug the power cable back in, and wait a few minutes for it to start back up.
Is your device set up properly?
Let's make sure that the following things are true:
Are you using the correct application for setting up Circle Go? You'll want to use the "Circle" application for purchasing a Circle Go subscription and managing devices with Circle Go, and the "MyCircle" application for installing Circle Go on a child's device.
Is your device connected to the same wireless network that the Circle is paired with? Try "forgetting" any other wireless networks (ie. 5GHz networks, extenders, guest networks) from your list of Wi-Fi networks. You can also try disabling cellular data to be certain you're connected to your home network; the easiest way to do this is to turn on "Airplane mode", and then connect to your Wi-Fi network.
Is the device currently managed under a profile? The device that is being set up with Circle Go needs to be associated with a profile. Unmanaged devices cannot be enrolled in Circle Go.
Remove the device from Circle and then assign correctly. Open the Circle app and tap the device list in the top right. Find the device with this issue and tap on it and then tap "Remove device from Circle". Afterwards, connect the device to your home WiFi: the device will connect and be assigned to the Home profile by default. Open the Circle app and then the device list, then tap on the device and tap "Assigned to..." and select the correct profile. Afterwards try again to install Circle Go via the MyCirce app.
Create a new profile and assign the device. Rarely a corrupt profile can cause Circle Go to not install or connect properly. Add a new profile from the Menu then assign the device and try again.
Is Safari restricted in your Settings? Part of the installation process requires opening up a website via Safari to install the device management profile. The restriction for Safari will need to be turned off during setup, but can be re-enabled after setup is complete.
Make sure you install the downloaded profile. In order to work, Circle Go requires the installation of a management profile into your phone's operating system. This allows Circle Go to manage your Internet activity according to the settings you've put in place for the person that this device belongs to. You can learn more about the technical details here.
IMPORTANT: If your Safari browser is disabled on this device (Check Settings > General > Restrictions) then the set up process will simply return to the MyCircle App. You will need to enable Safari before installing Circle Go.
To install the profile:
- Tap Enable Circle Go.
- Tap Allow.
- You will receive a notification that the profile has been downloaded. Tap Close and open the Settings App.
- Tap Profile Downloaded.
- Press Install at the top right of the settings screen that displays.
Do you have a MDM or VPN profile already installed? Circle Go must be the only VPN and MDM profile installed on your device (located under Settings -> General -> VPN and Device Management, respectively).