Shop holiday gifts while you still can - Everyone gets our best deals on any smartphone!
Get the myAT&T app
Kbgunia's profile

3 Messages

Saturday, September 16th, 2023 11:30 PM

Att secure family app not working


my husband and I both have iPhones, his app is working just fine after the app update, but mine tells me to wait a moment and then always times out and says it’s unable to sync. I’ve deleted and reinstalled the app several times, restarted my phone, and updated my ios. It still is not working. 

Accepted Solution

Official Solution

Community Support


225.7K Messages

3 months ago

Hello @lawrencejonish, thank you for reaching out to AT&T Community Forums. We're here to address your Secure Family App concern.


We know that this is something very important to you..


Please make sure to install the Secure Family Companion App on your child's device to use any of the Secure Family product features. Adults should install the Secure Family app. Effective with the latest Secure Family release, users will not be able to location track family devices without installing the Secure Family or Secure Family Companion App on family devices.


We will continue to support legacy AT&T wireless users who have not installed the Secure Family Companion App on a family device with limited location features including location tracking via cell towers (less accuracy), Location History and Scheduled Location Alerts. However, legacy users will not be able to add family lines without installing the Secure Family Companion App on those added devices.



For more details on the Secure Family App please use the link Secure Family App to have the full print on Secure application.


Let me know if this helps and have any more questions.


Thank you,

Scarlett, AT&T Community Specialist.

ACE - Sage


113.6K Messages

3 months ago

If you scan recent posts in the wireless section of the AT&T community you will notice there are dozens, probably hundreds of similar complaints. The most recent AT&T update to this service broke something in the location services.

I think AT&T charges for a subscription to the service. You all should be requesting a refund for every month that the service does not work properly



99 Messages

3 months ago

@kbgunia, Sorry to hear you are having an issue.  Please direct message the Secure Family app support team at and include your mobile number and you husband's mobile number and the brief description you have posted here.  They will contact you to setup a support call. Also include your iphone model and iOS version you are running.  For location tracking, please make sure you have location permission set to "Always Allow" and "Precise location" turned On in iOS settings and also ask your husband to make sure he has his location sharing turned on in the app so you can track his device.

Not finding what you're looking for?