Secure Family App

Hello there, thanks for meeting us here with your information.

We understand the importance of a fully functioning application, and we want to help you with the same.

Let's try few troubleshooting steps to get clarity on this:

• Try restarting your phone, as few functionality glitches of your device might be a reason.
• After restarting the device try uninstalling and installing the app again.
• Check the server status of the app and the AT&T network.
• Reinstall the companion apps on your child's devices and set them up again.

For more details on the Secure Family App please use the following link Secure Family App.

Please let us know if this helped.

Thank you for visiting AT&T Community Forums!

Ken, AT&T Community Specialist.

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

We're here to help you. Please try to uninstall and install the secure family app and check if that works.

You can also refer to ⁠ATT Secure Family User guide for your reference.

Please reach back to us, if you need further assistance.

Donald, AT&T Community Specialist

Yeah, I tried that more than once, uninstalling and reinstalling did not make a difference. There is a profile for my number, but no device listed or available to add under the profile. There does not seem to be anything relevant to this in the user guide. 

@Cpg14 

Please refer to the Secure Family User Guide

https://www.att.com/scmsassets/upper_funnel/wireless/att-secure-family-user-guide.pdf and specifically adding a device under your user profile.  Once you create your profile select "add a device". You can then name the device and add your phone number.  All you need for your profile is your Name, device name and phone number which will appear under your profile under "Device Details"

The backend update for Secure Family legacy customers who are iphone users who purchased the service from the App Store has been completed today.  Those impacted iphone customers who do not use a Companion app on family devices should have received an SMS today. 

Here is the SMS sent to those impacted customers: 

“Dear AT&T Secure Family customer, we’ve successfully updated your account to network locate your family devices without a Companion app.  You should now be able to locate family devices.  Open the Secure Family app to confirm.  Need help? Contact our app support team at g01318@att.com.  Thank you, AT&T”

@ws145k

Can someone please contact me ? I need assistance with the secure family app. I've been emailing about this issue for 2 weeks now and I haven't heard anything back yet. Please help.