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Jeremysg's profile

10 Messages

Tuesday, September 5th, 2023 3:27 PM

Why can’t I see my family’s locations on ATT secure family app?

After new update I can no longer see my family’s location since they don’t have companion app on ATTsecure family like before? I don’t want to download companion app on their phones

Accepted Solution

Official Solution

Community Support

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229.7K Messages

6 months ago

Hi there, as mentioned above, you'll need to download the Secure Family Companion App in order to get full accessibility. 

 

You can refer to our website article AT&T Secure Family App for more information on this. 

 

Happy to help!

 

-Sia, AT&T Community Specialist 

Community Support

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229.7K Messages

6 months ago

Hi @Jeremysg, We're here to help with your Secure Family app.

 

We want to inform you the Secure Family app has been upgraded to Secure Family.

 

AT&T Secure Family is an app for your Android or iPhone that allows you to keep track of your children and family members’ locations, set up automatic alerts, and even receive their text messages—which can be a great way to stay connected to the kids when they’re at college. You can learn more about this app here.

 

Feel free to reach out to  us for questions.

 

Dominic

20 Messages

6 months ago

I’m having the same problem, I use to be able to see all phones on my network now I can’t. Any answers on this ? 

Community Support

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229.7K Messages

6 months ago

Hi @bobbyh300, we understand how important it is to get your phone working properly on the AT&T network, and we want to help you!

 

We'll need few details, to better understand:

  • Have you confirmed that the app software is updated to the latest version on both devices? This enhances the performance of the app when you may run into errors.
  • Have you tried uninstall and reinstall the app and check if the issue still persists.
  • Have you confirmed in your account that the number listed for child phone is correct? You can do this within the app by accessing Settings > Account.

    For more information about how location tracking works check out the details under Features, alerts, and more when you visit Location tracking with AT&T Secure Family.

 

Please let us know so that we may further help identify the error you're receiving.

 

Dominic, AT&T Community Specialist

20 Messages

6 months ago

The app is not installed on all phones, in the past I could still see the location by cell towers. Now with the new update I can’t see anyone. And yes I did the new update 

Community Support

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229.7K Messages

6 months ago

The app need not be installed in all the phones, instead you can add the family members to the app and you can track it accordingly.

You can learn more about this app here.

 

Dominic, AT&T Community Specialist

20 Messages

6 months ago

Yea but you have to send an invite now, didn’t have to before. Kids don’t accept the invite. I guess I’ll save my $7.99 a month 

Community Support

 • 

229.7K Messages

6 months ago

Hi there, we're here to help you with location for family members.

Please uninstall and re-install the app, once that is done, please follow the steps for location tracking in AT&T secure family:

From the Family Hub

  1. Start at the Family Hub.
  2. Tap the + symbol, then select Saved Area.
  3. Choose Create Saved Area.
  4. Enter the Saved Area Address and assign it a Name.
  5. Adjust the circle around the Saved Area to set the size, then select Next.
  6. Choose if you want to be notified when your child’s device enters or leaves the Saved Area, then tap Create.

From a child profile

  1. Start at the Family hub and tap the child’s profile icon.
  2. Select the child’s device current location from the map on the child’s profile.
  3. Tap Save Area.
  4. Enter the Saved Area Address and assign it a Name.
  5. Adjust the circle around the Saved Area to set the size, then select Next.
  6. Choose if you want to be notified when your child’s device enters or leaves the Saved Area, then tap Create.

Arrival and departure alerts

Get location-based alerts when your child’s device enters or leaves a Saved Area like school, home, or a friend’s house. To set up these alerts:

  1. Open the Secure Family parent app.
  2. Select the Saved Area you want to create an alert for.
  3. Choose a family member from the list and then turn on Get Notified When.
  4. Select On/Off Arrives and On/Off Leaves.
  5. Select Create.

Scheduled location alerts

Secure Family’s scheduled alerts feature sends up to 20 location updates about family members’ devices at specified times. For example, you can set an alert for 3 p.m. to make sure your child arrives home from school. Here’s how to get started:

  1. Open the Secure Family parent app.
  2. Go to the Family Hub and tap menu.
  3. Select Location alerts, then Scheduled Alerts.
  4. Tap Create Scheduled Alert.
  5. Enter a name for the Alert and select the time of day and recurrence of the alert.
  6. Assign the alert to the desired family member, then select Create.

Location history

See where a family member’s device has been in the past 7 days. Tap Timeline on a family member’s profile details screen. This displays the location history as a timeline and shows a family member’s device location in a 24-hour map view. (You won’t see location history for times when the device’s location permissions or the device itself is turned off.) You can delete your family’s device location history in the Secure Family app settings. Location history cycles after seven days and is deleted on a periodic basis. 

Note: Only adult profiles can view family member device location histories and timelines.

Please let get back to us if you have any questions.

Thank you for reaching out to AT&T Community Forums.
Antony, AT&T Community Specialist

 

20 Messages

6 months ago

I get no devices have been saved to a profile 

10 Messages

6 months ago

Same. My kids devices aren’t showing up to be seen and I don’t want to send them an invite cuz they can just not accept it

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