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New Member

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3 Messages

Thursday, July 8th, 2021 2:04 PM

Can't set up ATT Secure Family

Will not let me set up. I have downloaded the app several times, cleared cache, etc. It just keeps saying "sorry, something went wrong, try again later." I am paying for this and it is not working!!!  I have an Android Galaxy Not 20 Ultra.

Community Support

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230.7K Messages

3 years ago

Hello @stephs0620,

 

We'd be more than happy to take a closer look into why you're getting this error message while trying to sign up on the AT&T Secure Family app.

 

We'll need some additional details in order for us to better assist you:

  • At what specific point during the sign up process are you seeing this error message?
  • Is your cell phone's software up to date?
  • What is your cell phone's current software version?
  • Also, are you referring to the Parent app, or the Companion app's set up process?

Please let us know.

 

We'll be patiently awaiting your response.

 

Sean, AT&T Community Specialist

Employee

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102 Messages

3 years ago

Hello stephs0620,

We would like to help investigate your setup issue. Please email our Secure Family App support team at g01318@att.com and include your mobile number and they will repond to setup an appt for a support call to walk through the setup.  Thank you, AT&T

New Member

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3 Messages

3 years ago

I have a samsung galaxy note 20 ultra. Everything is up to date.  I have android version 11.  I have tried online and on the parent app.  After speaking with several agents, I have now learned that the error I am getting is that it is not compatible with my device.  Which is wrong.  

Employee

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102 Messages

3 years ago

Stephs 0620 - That does not sound right.  We can have the App developers check into this but they will need more info that you should private message to g01318@att.com.  Please include your name, phone number, device make and model. Android version, error message:  "sorry, something went wrong, try again later" and reference this post.  Tell them that you have been asked by Secure Family Product Management to pass your info to the development team for direct assistance.  This sounds like an issue with the backend server when you attempt to sign up.  Thank you.

Community Support

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230.7K Messages

3 years ago

Hello @stephs0620,

 

Thank you for informing us.

 

At what specific point during the set up process are you receiving this error message?

 

What is the last step you take right before this error message is displayed?

 

Also, have you already sent an email to the Secure Family app support team at the email address provided above, so that they can set up an appointment with you for a support call?

 

Please let us know.

 

We'll be patiently awaiting your response.

 

Sean, AT&T Community Specialist

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