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Sun, Oct 18, 2020 11:11 PM

Why isn't the att secure family app working?

I just got ATT, and got a new phone for my child. I downloaded  the app and it keeps saying error when I log on, boots me before even looking to see what the app is about. Is it even worth it to get and pay 7.99 if its not going to work?


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140.3K Messages

a month ago

We want to help you with that, @diana_young7!


In order to provide adequate support we want to know more about your experience:

  • What is the make and model of your child's phone?
  • Is the device installed with the latest software update?
    • Visit AT&T Device Support center and after selecting your device's make and model choose System followed by Software version. You will want to follow the prompts to update if any are available.

Also, if you haven't already, try bypassing that alert you're receiving when attempting to install the AT&T Companion app on your child's phone by first accessing the parent phone and adding the line to monitor.


You can add lines under the same Postpaid wireless account to monitor by tapping Set up Family in the sign up flow or by navigating to Settings > My Family:

  1. Tap on the Settings gear.
  2. Tap My family.
  3. Tap a family member to add another line to monitor, or tap on an existing line to learn more about that family member's settings.
  4. Adjust location sharing or cellular data access as desired. To share parent's location with your child turn on location sharing under parent's profile.

Postpaid customers can use AT&T Secure Family without the companion app for basic location tracking, schedule and location history only.


Let us know how this worked for you.


Lar, AT&T Community Specialist

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