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SinGin's profile

New Member

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10 Messages

Friday, September 15th, 2023 1:01 PM

Cannot Update ATT Companion App Iphone

I am trying to update the Secure Family Companion app on my daughter's iphone. Had no problem doing it on sons phone but on daughters phone I get "error During Sync Process" "cannot connect right now" message. I have restarted phone, deleted and reinstalled app to no avail. The phone is connected to wi fi and I also tried disconnected to wifi using cellular connection. I have been trying for a week and get same message. 

I did realize when I deleted app an go to reinstall it doesn't say "get" next to app but rather it's just the image of the cloud. So I seem to be downloading a legacy version of app or the old version without the update and once old version is downloaded from my icloud it's trying to update and the update fails. I need to be able to download new version so I believe if I can get the "get" to appear by app instead of cloud maybe my problem will be resolved. Either that or I need to figure out why app will not connect to att app server to update properly. 

I followed some steps to go into settings on phone to delete from icloud but I can't seem to figure out where I need to delete from cloud.

Phone is iPhone 14 version 16.6.1

Pics included below and thank you for any help.

Community Support

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221.1K Messages

9 days ago

Hello @SinGin, 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.


1. Try login in with the mobile data.
2. Try to reset the network and login.

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.

New Member

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41 Messages

9 days ago

@SinGin what you need to do is go to the app store. Then click on the top right corner where you will see the icon. Then, click on purchased. Then click on my purchases. Then scroll down and find the secure Family companion app. You need to swipe left and select hide. After you do this you will no longer see the cloud icon on your daughter's phone. Rather you will be able to click on the Get button and you will be able to download the new companion app on your daughter's phone. . @ws154k would be great is ATT support actually read the customer issue and responded with actual remedies rather than just generic responses that are irrelevant to the situation. 

New Member

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10 Messages

9 days ago

Thank you for the suggestion and I can tell you read all the specifics and details of question! Much appreciated. I may not be able to try this until Sunday but I will get back to you with results! 

Thank again!

Community Support

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221.1K Messages

8 days ago

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

Please feel free to reach us back if you have any further questions/concerns.

Thank you,

Susan, AT&T Community Specialist.

2 Messages

8 days ago

Hello, @Lebron2023. I tried your suggestion, but unfortunately, it continues with the "Error during sync process" message. My wife has called AT&T, and they have been unable to help. On a different post, someone suggested that one could clear the app cache for Android phones, but that's not available on iPhones. I've reset the network, but I'm wary of resetting the phone just for this. 

It appears that AT&T doesn't develop the application in-house. Otherwise, these posts would be escalated to a higher level of support. 

New Member

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10 Messages

7 days ago

Well @Lebron2023 ...your solution of sliding left to hide app  did in fact force the "get" to appear. Thank you for that suggestion. Sadly I still received the "error during synch process". I am going to do some more digging and try and contact the developers. I will post any info I can find out. 

It's baffling because I had no problems with my son's Iphone which is identical to my daughters phone. 

Thank you for your help!

2 Messages

6 days ago

By the way, after posting here, I reached out to support those following this subject, and they admitted they have problems with the app. There was no ETA given.  Considering that contractors usually make these apps, I assume that their IT teams are working with the contractor to fix the problem. 

I talked with my wife about it, and we're going to wait until the next billing cycle for a resolution.  If they can't get their act together by then, we will be canceling the service. 

New Member

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41 Messages

6 days ago

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.

Employee

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77 Messages

6 days ago

@SinGin 

Please direct message our app support team at g01318@att.com with your mobile number, your daughter's mobile number, iphone model, iOS version and brief description.  This team is trained on Secure Family app.  Thank you.

New Member

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10 Messages

6 days ago

Thank you for the message @ws154k ...

I had already emailed that app support team address this morning and they did reply asking I had a VPN or other third party parental controls on phone and I told them no. I had already given them model and version but I also have them the phone numbers based on your suggestion. 

Thank you

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