Couldn’t Load Secure Family App, ATT no help

Hello @JeanieRN, 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 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 any more questions.

Thank you,

Mike, AT&T Community Specialist.

Not sure if you read my post, but that was the whole issue…  not being able to load the app on my phone, me

the adult.

Hello @nanckopf, thank you for reaching out to AT&T Community Forums again.

If you have followed the above steps shared, and you're still unable to sync the data in your new upgraded phone. We suggest you to please visit the nearest iPhone corporate store and get the device checked once, as it'll provide you the more detail information.

Let us know if you have any questions.

Thank you,

Mike, AT&T Community Specialist.

After I spent too  a long time on the phone three times with three different AT&T customer service reps, trying to get the app to load. The last one even  said “Well I can’t help you, we’ve tried everything. Do you want to cancel?” and I said yes. Too much of my time wasted.

This makes me want to cry… the moment i NEEDED this app to be functional after paying monthly for years its totally broken. 😡😡😡 att doesn’t care. If they get their monthly $7.99 they dont care about the product they sell.

I had my sons device synced and added and it sorta worked i just had to log in every single time i closed the app even for a second. Besides that it limped along. Now since the update it wont show his number to add device even though he has been added for 2 years. It says remove his device and add again. I do and try to add him and my app just crashes. Ive tried hard resetting my phone. I’ve uninstalled and reinstalled and NOTHING. Here we are friday night and he needs to travel without me and the app isn’t working. Hold times are up to 1 hour and he needs to be leaving in 30 minutes. Garbage company.

Yup, exactly 

I'm getting this exact error also!  We had the app working on both my husband and my phones until the update, now his is working and somehow mine is not!  I've uninstalled and reinstalled several times, updated my ios, still the same error.  It's a shame because the app that is working on my husbands phone looks like it really improved functionality from the last version, but that doesn't help me!

Having the same issue. AT&T is no help. Works on my wife’s iPhone 13 and my daughter’s iPhone 13 Pro but not my iPhone 14. I’ve called AT&T 2 times and called Apple once and nothing. AT&T wouldn’t even help until they knew it wasn’t my phone that was the problem. Why would their app not work because of my phone when everything else works fine? So I called Apple to see if anything was wrong, but my iOS is updated, my location services are enabled and functional, so they told me it’s AT&T’s problem. I call back to AT&T and they say there’s nothing they can do. Is AT&T’s tech team so inept that they can’t even just say “yeah we have this problem and we don’t know how to fix it at the moment”? Obviously there is a bug right now with the app on iPhone 14s only as far as I’ve researched. AT&T needs to fix this and stop trying to hide the fact that their dev team messed up and is now wasting people’s money.

Sorry you’re having the same issue, but glad it’s not just my phone doing this. AT&T is of no help and refuses to help solve the issue. You would think they’d want my $7.99 a month. 

Debating whether to go to the AT&T store and see if they can give any help. Anyone try this?