Secure Family App not working as expected after update

Hello there, we understand of importance of having smooth functionality of the application and want to help.

Here are some solutions to issues with the Secure Family app:

• Clear cache and data of the app in Android Settings > Apps > Secure Family > Storage.
• Uninstall and reinstall the parent app.
• Check internet connection.
• Restart smartphone or tablet.
• Check server status.
• Send feedback or logs from the Family Safety mobile app by tapping the home icon > Help & Feedback > Underneath troubleshooting select Send logs.
  
  For more information, check out Learn About the AT&T Secure Family App - AT&T Wireless Customer Support (att.com).

Thank you for visiting AT&T Community Forums!

KenK, AT&T Community Specialist.

What about for Apple phones?

We're having issues too. My daughters and my iPhones are working fine, but my husbands android is not, we can't see his location, but he can see ours. This only recently happened since the update.

We get "Brian's location is not available at this moment" for every scheduled alert or random check in. When looking at the circle with his initial, instead of his location like ours indicates, his shows "not responding".

Everything was fine before the update. 

Hi @Momof3inpa, 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.

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 get back to us if you have any questions.

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

@ATTHelp  this doesn’t answer Momof3inpa question or the original question. I think the latest upgrade introduced a lot of bugs which is causing data or something to not sync correctly. 

The original issue posted has to do with the fact that the schedule timeouts are not working as expected and that information on phone usage is not being reported. As it stands now, I have to manually start and stop internet and I am not able to monitor usage. Both these features worked before the app redesign 

There also seems to be an issue with locations showing like Momof3inpa pointed out. 

An application that costs $7.99 per month should at least provide the main functionality it is designed to without these many issues. 

Hi @sapslabs1, thank you for contacting AT&T Community Forums.

We're here for you, we understand your situation and would like to turn the experience around with AT&T for you. We at AT&T want the best for our customers. Please meet us in a DM and let's get this sorted for you. We have already initiated a DM for you.

-Sia, AT&T Community Specialist

We all have iPhones and since the update, I cannot see my kids usage history at all.  Everyday shows 0%. 

Also, when my kids open the app on their phone they get an error saying the VPN could not be installed. I’ve confirmed the family companion is the only VPN installed on their phone.  We’ve removed the current Companion VPN,  un-installed the app, and reinstalled. Nothing is working to resolve the issue. 
everything was working fine before the update and now it is not! 

News from AT&T:
To all our Secure Family customers, we are working behind the scenes to address the Secure Family update issues and especially to restore network location for those users who do not wish to install a Companion app.  Per a project meeting today, we have confirmed that for many Secure Family customers network location has been restored.  We are identifying those customer devices/lines w/o a Secure Family Companion app that failed to update with the backend migration and can't be located.  You can imagine w/o an app installed it can be a challenge to identify all impacted customer devices and move them over to a new Secure Family platform.  We make no excuses; we can do better.  Those devices that can't be located will be migrated very soon in the background so that you can network locate as you did prior to the update.  An SMS will be sent to impacted users with more details in the coming days.  We ask for your continued patience and for those users who do not wish to use a Companion app, we do not recommend cancelling the service and then coming back later since you will lose legacy customer status and as a new customer, will not be able to network locate in the future.  Thank you for your business and your continued patience.

@sapslabs1

Please direct message our app support team at g01318@att.com and include your mobile number and your son's mobile number.  If you both have an app installed (Secure Family for you) and Secure Family Companion for your son and can location track but don't have access to parental controls, it sounds like the Secure Family VPN on your son's phone is not setup correctly.  VPN is required for blocking internet, app and website filters and usage reports.  It is not required for location tracking or location alerts.  iOS only allows one (1) VPN to be running at a time on the child device so first thing to check is if there is only 1 VPN running and is that VPN Secure Family.  There may be a VPN conflict from a school site or many times kids use a VPN to run videos.  Let our app support team investigate the setup with you.  Thank you.

@MamaJulez06 

Please direct message our app support team at g01318@att.com and include your mobile number and your son's mobile number.  If you both have an app installed (Secure Family for you) and Secure Family Companion for your son and can location track but don't have access to parental controls, it sounds like the Secure Family VPN on your son's phone is not setup correctly.  VPN is required for blocking internet, app and website filters and usage reports.  It is not required for location tracking or location alerts.  iOS only allows one (1) VPN to be running at a time on the child device so first thing to check is if there is only 1 VPN running and is that VPN Secure Family.  There may be a VPN conflict from a school site or many times kids use a VPN to run videos.  Let our app support team investigate the setup with you.  Thank you.