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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

1 Message

5 months ago

I have the same issue and recently talked to an AT&T manager.  I told her that I want AT&T to re-install the functionality of approximately locating members in their family plan whom don't have a Companion app.  If you have the time, please call or write them and voice your displeasure with the lack of this functionality in the updated Secure Family app.  It may not work, yet it can't hurt to try.

Community Support

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229.5K Messages

5 months ago

Hi there, 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..

 

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

 

For more details on the Secure Family App please use the link Secure Family to have the full print on Secure application. 

 

Let me know if this helps and have any more questions.

 

Thank you,

Susan, AT&T Community Specialist

2 Messages

5 months ago

The ATT support here not only doesnt read posts, they give answers that dont help or have nothing to do with the problem. I have tried everything posted here secure family plus companion app and nothing works. I updated my phone. Uninstalled and reinstalled all apps but still crashes if i try to add my sons device. Garbage app

Community Support

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229.5K Messages

5 months ago

Hi @Ashmbur, we know that this is something very important to you. We're here to address your Secure Family App concern.
Let's work together and fix it.

To answer your question, below are the steps that are meant to be taken care off:

  • Ensure child device has 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.

Pairing between the AT&T Secure Family parent app (admin and control rights) and the Secure Family companion/child app companion is a must requirement and enables all the features in AT&T Secure Family.
To learn more about the steps in details: http://sm.att.com/452d8ce4

Please get back to us if you have any further questions and we are here to help.

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

20 Messages

5 months ago

New update (Edited per community guidelines) ! $8 to track my own location! Bring back the old app 

(edited)

5 months ago

I have 2 adult children that travel. That is what I used the old app for. I don’t need to monitor all the other stuff for them. The location was rarely right on the old app and better on this new app, but I do not like having to do all this other stuff. I just like to know where my kids are when they are on the road…that is it….and im not asking them to download an app

Employee

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102 Messages

5 months ago

Our app team is working on taking inventory of those devices ( without a Companion app) that did not successfully migrate to the new app platform.  That is the reason some devices can be network located and others can not.  There is no action customers need to take at this time.  Those devices will be migrated to the new app behind the scenes and impacted Secure Family customers will receive an SMS soon advising that their network location service has been restored and family devices w/o a Companion app can be located.  Thank you for your patience as we work through this transition.

Employee

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102 Messages

5 months ago

Our app team is working on taking inventory of those devices ( without a Companion app) that did not successfully migrate to the new app platform.  That is the reason some devices can be network located and others can not.  There is no action customers need to take at this time.  Those devices will be migrated to the new app behind the scenes and impacted Secure Family customers will receive an SMS soon advising that their network location service has been restored and family devices w/o a Companion app can be located.  Thank you for your patience as we work through this transition.

1 Message

5 months ago

this is terrible. I can't see any family member's location anymore. They want each line to install this app and that was never the case before. I was able to go on and see all locations.

Employee

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102 Messages

5 months ago

@Krissym0916 

For legacy Secure Family app users ( those who are not using the Companion app to track lines) we do not require you to install the app on each device if you were tracking that device w/o Companion app before the update.  You should still be able to track that device after the update w/o a Companion.  Only new customers or added new lines require an app.  If you can not track your family lines please direct your request to our App Support team at g01318@att.com and include your mobile number and the numbers of all the lines you are trying to track under your postpaid wireless account and include a brief description of your problem.  Thank You.

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