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takeisha's profile

9 Messages

Thursday, September 7th, 2023 4:18 PM

Secure Family update September 2023

The new overhaul of the Secure Family app took away features rather than just enhancing what is already there. I have a young adult at home who will not install the companion app or the Secure Family app. No teenage or young adult wants to be tracked. The app used to allow the use of towers to give general locations, which was fine with me. I don't need to view account activity, manage data usage or such. But I would like to know where my child is and safe. The general location using towers is no longer an option as the new update requires you to add the app to the young adults phone now. Now the new location button does nothing. 

Even though there is a note on my child's profile on the Device Details Screen stating, "This device does not have the app installed and can only get approximate network location." So the app does state that we are still supposed to be able to use this feature, but it's not working. 

Is this feature removed? Is the feature not working on the new update? When will it be working again? The app is useless to me if the approximate network location using towers cannot be used anymore. I WILL NOT BE INSTALLING THE APP ON MY CHILDS PHONE, SO THAT IS NOT A SOLUTION FOR ME.

Accepted Solution

9 Messages

6 months ago

Location is working today! I now get an address range of where my child is. Connection is still sporadic, so hopefully they’re still working on fixing the bugs. 

8 Messages

6 months ago

Same issue and I think it’s become a useless app. 

8 Messages

6 months ago

Same problem with me. It’s become useless. 

1 Message

6 months ago

@takeishaHow did you fix it?

9 Messages

6 months ago

@Etheridge  Fortunately, I didn’t do anything. It just started working for me. I don’t have any issues locating. Only thing it’s not doing is accessing my saved addresses. But I can do without as long as locator is working. 

Community Support

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229.8K Messages

6 months ago

Hi, thank you for contacting AT&T Community Forums.

 

We're continuously working on customer's feedbacks and working on bettering the app for you. We at AT&T want the best for our customer's.

Please feel to reach back to us if you have any further questions. We're here for you.

 

For any app issue's - please try to update the app now and check if everything is working fine.

 

Donald, AT&T Community Specialist

Employee

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102 Messages

5 months ago

To all our Secure Family customers, we are working behind the scenes to address the Secure Family update issues and especially to restore network location for those users who do not wish to install a Companion app.  We have confirmed that for many Secure Family customers network location has been restored.  We are identifying those customer devices/lines w/o a Secure Family Companion app that failed to update with the backend migration and can't be located.  You can imagine w/o an app installed it can be a challenge to identify all impacted customer devices and move them over to a new Secure Family platform.  We make no excuses; we can do better.  Those devices that can't be located will be migrated very soon in the background so that you can network locate as you did prior to the update.  An SMS will be sent to impacted users with more details in the coming days.  We ask for your continued patience and for those users who do not wish to use a Companion app, we do not recommend cancelling the service and then coming back later since you will lose legacy customer status and as a new customer, will not be able to network locate in the future.  Thank you for your business and your continued patience.

Employee

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102 Messages

5 months ago

For legacy Secure Family iOS users who have purchased the subscription through the App Store:  A backend update is coming out tomorrow 9/28 afternoon which will auto migrate those family devices w/o a Companion app (network locate).  Once your family devices have been successfully migrated you will receive an SMS confirming your family devices should be ready to network locate.  Thank you.

New Member

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18 Messages

5 months ago

@ws154k thanks for the update. can you still purchase a subscription through the App store or does it have to be through ATT wireless?
Also, is there an update on the deadline to download the new app. 

Employee

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102 Messages

5 months ago

@knicksmsg You can still purchase through the App store or Google Play just have to be an AT&T postpaid or Prepaid wireless customer.  A deadline has not been set for download of the new app.

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