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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

Community Support

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229.7K Messages

6 months ago

Hello @Jeremysg, 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. Furthermore, we'll be happy to help you. 

 

Please make sure to must install the Secure Family Companion App on your child's device in order to use any of the Secure Family product features. Adults should install the Secure Family app. Effective with the latest Secure Family 11.0.0 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.

 

To monitor your child’s location and enforce Parental Controls outside the home, the Secure Family Companion app must be installed on the child’s device.

 

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 anymore questions.

 

Thank you,

Mike, AT&T Community Specialist.

10 Messages

6 months ago

So since I’m a legacy ATT secure family app user I should still be able to track my family’s “network location “ however their devices are not showing up anymore under their names? 

How do I get this fixed?

(edited)

10 Messages

6 months ago

“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”


Say I don’t want full accessibility that requires the companion app tho and just want location tracking via cell tower…since I previously had an account before the update why is this not possible like the description says?

19 Messages

6 months ago

@Jeremysg   We have another thread on this issue here and here

We able to complain collectively there and now seems the Cell Tower Location is coming back today. Some users still cannot but slowly coming back for others. Wait it out...you should have to back soon. There is also App email address in that other thread if you need more support.

(edited)

20 Messages

6 months ago

Thank you, I’m still not able to see locations though 

10 Messages

6 months ago

Hello

I am a legacy Att secure family app user and can no longer see my family’s network location after the update. I see other people on the threads online saying theirs was fixed but on mine my family’s devices are not showing up to track them via network location tracking. 
Installing the companion app on their phones is not an option which is why I was paying the extra money to be able to see their location via network location tracking. 
My device is the only device that shows up. 
My phone number is 479-235-7659
Account is under my name Jeremy Gasparotto. 

20 Messages

6 months ago

I’m having the same problem! I check constantly and still the same thing ! Why did they mess up a good thing 

Community Support

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229.7K Messages

6 months ago

Hi @ScoobyDoobyDoo, we understand the importance of family’s locations on ATT secure family app. We’re here to help get this fixed.

The Companion app is required on the child's device and must be paired to the parent app.
Below are the steps that needs to be followed to keep a track of the location:

  • Ensure child device should have the AT&T Secure Family Companion app installed and is paired.
  • Ensure child device has location permissions and Wi-Fi turned on (under the OS Settings).
  • Ensure the child device has location permission set to “Always.”
  • Enable child device's GPS (cannot be in Battery Save Mode).
  • Child device is not roaming.
  • Child device is not near large, reflective bodies of water/large buildings.


Please get back to us if you need any further assistance.

Thank you for contacting AT&T Community Forums.
Catherine, AT&T Community specialist.

20 Messages

6 months ago

I’m paying $8 a month now to know my own location this update was terrible. Leave it to AT&T to find a way to get more money out of you for nothing 

10 Messages

6 months ago

this update was the worst decision you ever made with this app

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