My Circle on NETGEAR Premium Features are Missing

PLEASE NOTE: The Circle Support team here does NOT support the Circle on NETGEAR product. We created these resources to help you get started, but if you need some assistance, please contact the Circle on NETGEAR support team using the info in this article.

NOTE: This article is specifically about troubleshooting Circle on a supported NETGEAR router. The latest Circle Parental Control software is not embedded on any NETGEAR routers currently. Learn about Circle and Circle Home Plus at meetcircle.com

Did you subscribe to Circle on NETGEAR's Premium version, only later to find these features missing? Is your Circle on NETGEAR Premium subscription not applying? We can help!

What's the issue?

After subscribing to Circle on NETGEAR Premium successfully some folks are seeing their Premium features disappear. The app still says they are subscribed when they go to restart the subscription but Premium features like Time Limits or History are missing. We believe this occurs after an update to your router or the admin. device and will be resolved by going step-by step through the below items!

Make sure to check your profile filter levels!

Keep in mind that the "None" profile filter level might look like it doesn't have Premium features enabled. The "None" level was meant just for Pausing, so it won't have features like Filtering, History, Usage, Time Limits, etc. You can read more on that level here. Check your profile level by opening the profile then looking at the Filter section and making sure it is not "None". To change that tap on the Filter section or the level shown.

What can I do to get my Premium features back?

This issue can be caused by a number of items like getting a new router, having an inactive subscription or older firmware version, not rebooting your device after an update, your router settings for date/time being incorrect, or an issue with the subscription upload itself. Work step-by-step through the following to resolve those issues. If a step doesn't help you feel free to skip it!

Step #1: Have a new router?

If you exchanged your NETGEAR router for a new one, or upgraded, make sure to move that subscription from your old one to the new one using this guide.

Step #2: Confirm your status and firmware

Confirm you have a current premium subscription. You can check under your Google or Apple account associated with your device within the subscription section. You must have a premium subscription present to use the premium features. If you've ever replaced the router make sure to move your Circle on NETGEAR subscription as well!
Make sure you have the latest firmware on your NETGEAR router. Follow these instructions to check/update your router.

Important: some older versions of NETGEAR firmware may need updated manually. You can compare your firmware version in the router settings against those on your router's support page at Netgear Support and confirm if you have the latest version of your firmware.

For the ORBI RBR50:
If your firmware version is 2.2.1.210 or lower, you cannot update the firmware directly to v2.3 or higher. You must first update the firmware to v2.2.1.212 using the manual firmware update feature in the router web interface. After updating the firmware to v2.2.1.212, your Orbi router reboots, and then you can update to higher versions."
1. Follow the guide here to download and install manually.
2. Download the 2.2.1.212 update.
3. After installing you can update automatically using the Orbi agent or manually using the same guide.

Step #3: Reboot your devices

Reboot your router by powering it down, waiting 10 seconds, and then powering it on.
Reboot your phone and reopen the Circle app. Check and see if the Premium features have returned to the Circle app by opening it up.
Afterwards, wait about an hour or so and check for those features.

Step #4: Check and set the Date and Time on your router

Launch a web browser and enter routerlogin.net into the address bar.
Enter the router admin username and password.
Select ADVANCED >> Administration >> NTP Settings.
Verify your timezone is correct or change it to be so.
Make sure you're using NETGEAR's default server.
Afterwards save your changes, reboot the router, and wait an hour.
Test to see if the premium features have returned.

Step #5: Try disabling and enabling

Disable Circle on NETGEAR from your router settings under Parental Controls.
Reboot the router.
Enable Circle on NETGEAR using the Circle app.
If the premium features do not return, try restoring the subscription using the guide below.

Step #6: Try restoring the subscription: Apple Subscriptions

In cases where a Circle on NETGEAR subscription was made via an Apple in-app purchase, the subscription can be restored in the following way:

Setup your router, and the Circle on NETGEAR using the Circle app on an iOS device
Then, make sure you are signed in to the Apple ID on that same iOS device with the associated subscription.
Open the Circle app and go to the subscription section for Circle on NETGEAR (from the home screen tap the Gift icon).
Finally, above the option to “Start 1-month trial,” tap “Restore Purchase” which should move the subscription over to your new device.

Using the annual option or the above didn't work?

Instead of tapping "Restore Purchase", work through the following:

Cancel renewal of the premium subscription under your App Store account.
Open the Circle app and when asked to start the premium features tap to start the same subscription level (monthly or annual) that was on your account.
You will not be charged again and the receipt on your device will be reuploaded at that time allowing the premium features to work.

Google Subscriptions

For Circle on NETGEAR subscriptions made via an Android in-app purchase, the process is a bit different. Follow these steps in order:

Cancel renewal for the subscription in your Google Play account.
Uninstall the Circle app from your Android device and reinstall a fresh version.
Setup your router, and the Circle on NETGEAR using the Circle app on your Android device,
Open the Circle app and when asked to start the premium features tap to start the same subscription level (monthly or annual) that was on your account.
You will not be charged again and the receipt on your device will be reuploaded at that time allowing the premium features to work.

Starting your subscription again will not result in a double charge for Circle on NETGEAR.

After the above, check to see if the features are available after waiting fifteen minutes. Close and reopen the app. If the features have not returned, reset your Circle on NETGEAR via the app under Menu >> Manage and then try setting up again as new using the Circle app.