mich75mejia's profile

Contributor

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2 Messages

Tue, Jul 19, 2016 12:35 AM

Family Map password reset

Hello,

I've reset my family nap password a couple of times and it isn't taking it. I even waited for the next day in case it didn't have time to "sync". Any suggestions?
ATTHelp

Community Support

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180.2K Messages

6 y ago

Hello @mich75mejia!

 

Welcome to the Community Forum! I apologize that you are experiencing issues logging into your AT&T Family Map account and can definitely understand how that would be frustrating. I will be happy to help!

 

We have a great FamilyMap Password Issues support page that can help with common password errors and how to resolve them.

 

If you are still experiencing trouble logging in, you can visit our Forgotten Password page. Just enter your 10-digit wireless number and click the “submit” button to receive a temporary password sent to that device.

 

I hope this information helps, and please let us know if you have any other questions or concerns

 

Tom Community Specialist

 

 

Contributor

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2 Messages

5 y ago

Hi Tom, Thanks for the response. No, that does not work via the app. I can reset and log in via computer but the app on my phone does not accept the new password. Also, seems the accuracy of the device location is terrible online vs. the app.

Community Support

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15.2K Messages

5 y ago

@mich75mejia!

 

I’m sorry that didn’t work out for you! I can suggest trying some troubleshooting for the application itself as you would any other application on the phone.

 

How is the Internet connection on the phone? Is everything working in regards to that?

 

One of the first things we can try is a fresh start just like you would any computer program. You’ll want to simply close the app and re-launch it. While closing the Family Map app, consider closing other apps that might be running in the background to help improve the overall device performance.

 

How is the storage on the phone? Check memory storage in device settings and ensure you are not near capacity as this can cause freezing or slowness. If near memory storage capacity, consider deleting large files (videos, pictures, games) or applications.

 

If the app is needing to be updated at all, you can do that by going into the Google Play Store and searching for the app. If and update is available, tap Update.

 

One of the last options that can fix the issue is clearing the cache and data of the app. Clear Cache only deletes temporary files stored by the application. The Clear Data option deletes all files and databases stored on your device related to the application. If this doesn’t help, uninstall and reinstall the app. If you uninstall an application, data associated with the application, such as usernames and passwords, will be deleted.

 

For a complete walkthrough and for more troubleshooting tips and tricks, you can go through the AT&T Troubleshoot & Resolve. Once on the webpage, you might need to change the make and model of the phone in the upper left corner. When you have the correct phone listed, select Applications at the bottom of the list under Select a Device-Related Issue.

 

Let us know if that helps out! We are definitely here to help! Take care!

 

Tim, AT&T Community Specialist

 

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