Secure Family App

Hey @Christy R, let's get you the help you need! 

As per the new update in the Secure Family App, you have to download the companion app in all of your family members' phone to locate them. 

Let us know if you have any more questions.

Thank you,

Scarlett, AT&T Community Specialist

ATT Support,

WRONG ANSWER...Look at the Migration Website below before giving out misinformation!

@Christy R Keep pushing for this fix...this is unacceptable when we lead to believe this would work for us legacy users. Many of us in same boat...Young adults/teenagers we want to track but the kids/adults will NOT agree to install the Companion app for tracking so Cell Tower tracking is our best option if on ATT Service.

We are Legacy Users and the App broke on Sep 5 for ALL Legacy users. Please forward a trouble ticket to the Secure Family DEV team...Something in app broke after deployment upgrade....it worked for about 2-3 days.

https://www.securefamilymigration.com/

Look here per Migration notes...Legacy Users should be able to use Cell Tower Location Tracking (Approx location).

3. Popular existing app features carried over with the new update

I will send a complaint. Thanks everyone. This is so bad. Att took away functionality !!

If AT&T doesn't fix the functionality, I will be canceling this service. I shouldn't have to download anything on the other phones for this app to work. It worked just fine BEFORE the "improvements". 

I think you may be reading more into "Network based location via cell towers (legacy users only)" than is stated.  This does not explicitly say that the cell towers will track the location of a phone that doesn't have the app installed.  This line may have meant that the child app installed on a phone may use "network based location via cell towers" or it could have been a total fabrication.  Or a feature that didn't make the final cut.

By all means complain.  Cancel if the software/service no longer meets your needs.  But don't be surprised if the answer above is actually more accurate than how you read the feature list.

@JefferMC for us "Legacy Users" this worked 100% without any app installed on child phones that's why we are all complaining. It also states new users will need the Companion app installed to work so this clearly explains the use case. If that was not the case then why even use the word Legacy Users in the release notes. 

Also @JefferMC  After I upgraded to the new App it actually worked great for 3 days because I used it a lot! Then this past Saturday is actually broke so the "feature" did make it into the new upgraded app but there is definitely a backend issue that broke the functionality. 

Same thing exactly. 

It might be possible to RESTORE your iPhone or Android to where it was before the upgrade ruined everything.  Do you have a backup stored in a desktop or laptop ? ATT store near you may be able to restore the old version. 

ATT support today told me that we should not allow “automatic updates “ in our settings on our phones. We never would have allowed this update. Our app was working jist fine before. We should have ignored the text telling us to set up new app.  What a punishment