Secure Family login problem

Hello @cindya67 and thanks for reaching out to the community for help!

In order to connect your child's device to the companion app, you must resend a text from the parent app on your device to the child. Depending on what device you and and your child are currently using, you can follow this step-by-step process:

For iOS iPhone Pairing:

1. Initiate pairing, select the child line you wish to pair in the parent app. then tap either Improve Location, Pause Internet or Content Filters.
2. Tap Next.
3. Tap on the desired protection level that corresponds with the child's age.
4. Select Block or Customize each Content Filter category.
5. Tap Pair Child's Phone
6. Note: After tapping "Pair Child's Phone" a notification window will appear to ask you to send text to child's phone number. Tap Send Text.
7. Get the child's phone and follow the required actions.
8. FROM CHILD'S DEVICE: tap on link to download Secure Family Companion app.
9. Once app is downloaded on child device, open the app and tap Show Me How.
10. You will see a demo of how to pair child device. When done, tap the Pair Phone button.
11. You will be taken to the iOS system Settings on the child device. Tap Install.
12. Remote Management will appear on screen, tap Trust to enable MDM profile on child phone.
13. Tap Done at the top right corner of the screen to complete pairing process.
14. Child's phone will pair with companion app, then tap OK.

For Android Pairing:

1. Initiate paring, select the child's number and setup Content filters, then tap Pair Child's Phone from the parent app.
2. A notification window will appear and ask again to .
3. Get the child's phone and follow the required actions.
4. FROM THE CHILD'S DEVICE: Tap on the notification alert on the child's phone screen to download the Secure Family Companion app.
5. Once downloaded, open the companion app and wait while the phone verifies the app.
6. Tap Allow to grant access to the device's location.
7. Tap the Get Started button to continue the pairing process.
8. Tap allow to prevent child from uninstalling the app without parent permission.
9. You will be taken to the Android accessibility settings. Tap an AT&T Secure Family.
10. Toggle the switch button to turn on the family app.
11. Tap OK after the secure family window will ask for requirements to use service app.
12. Wait why the pairing completes.
13. The child's phone will complete pairing.

Make sure that all devices are compatible with iOS 10 or Android 5.0 software ore higher.

If this does not work, you can access our Manage AT&T Secure Family Article for more information and assistance.

We hope this helps, and you have a great evening!

Dwight, AT&T Community Specialist