Why don't I see any activity on FamilyBase?

I recently added FamilyBase to our plan to monitor our daughter's cell phone usage. It worked perfectly for the first 2 months. Now suddenly it is showing me nothing. It says she has had zero activity on her phone for the past 5 days. I know this isn't true because I can look at her usage on My Verizon and see that she has been texting and making phone calls. How come FamilyBase is not reflecting this activity??? Frustrated!

Accepted answers

Verizon_Support

dncnshu00,

Let’s take a closer look at what’s going on. I’ve sent you a private message here in the forum. Please check your inbox at https://community.verizonwireless.com/inbox to discuss further details about your concern.

KatiM_VZW
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All comments

Verizon_Support

dncnshu00,

We can certainly understand your concern and want to make sure you can keep track of your daughters usage through this service. Has there been any changes made to her line at all? Does it show that her line is still listed under the child when checking via the website?

CandiceH_VZW
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dncnshu00

No changes have been made and she is still listed as a child on the account. I am still receiving notifications that she is nearing her data limit for the month. However it is showing 0 text and call activity and i no longer receive notifications for night time usage.

Verizon_Support

Thanks for these details, dncnshu00. Do you happen to know if your daughter is using any 3rd party apps to call and text? Have you tried having her turn the device off and on?Is she connected to Wi-Fi at night?
TimothyS_VZW
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dncnshu00

I don't believe she is using a third party app. If I log in to our Verizon account online I can still see all of her texting activity right up until a few minutes ago. She is connected to the Wi-Fi at our house at night. I will try to have her reboot her phone tonight and see if it fixes anything.

Johnsomt

Having same problem

Johnsomt

I have tried every thing you suggested

Verizon_Support

Johnsomt, we know that as you are trying to ensure your daughters safety, you must be anxious to have this resolved. What make and model phone does your daughter have? LorenB_VZW
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Drob1231

I am experiencing the same thing. My daughter has an LG Extrovert. I was getting activity information nightly and I could look online or at the app, but for the last month to 6 weeks nothing shows as far as activity. She has rebooted the phone multiple times, she cannot connect to wi-fi and she is still listed as the child. Activity does not show under familybase online or in the app and I would like this fixed.

Verizon_Support

Drob1231, as a parent, I totally understand the importance of managing the usage on your daughter's line. Let's check the settings for her wireless number online at My Verizon. Does her line have any blocks for data access or text messaging? If so, we recommend that you remove those blocks as this can conflict with the Family Base feature.

For more infromation regarding how to add and remove block services on your lines, click the link below:

http://vz.to/1MEYquX

LasinaH_VZW
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Drob1231

The only blocks are for in-app purchases and purchases. Text messages are not blocked and neither is data. What next?

Verizon_Support

Thanks for the additional details, Drob1231. We want to keep working together to make sure your daughters usage is showing correctly. Have there been any recent changes to your Family Base set up? Are you able to review her calls and text through your unbilled usage online?

DanielleRR_VZW
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resumegeek

Same problem. Sounds like a Verizon problem to me. we haven't changed anything.

kgt2

Same problem here too. This is using the verizon smart family from the pc. Faster than app, but I've got 7 phones. All read child. Three of them show no activity, however I know they are calling and texting all day long.

The Verizon Smart Family app on my S9 somewhat works, but super slow (wifi or data) and does not seem to report everything unless they are deleting alot of calls and texts. I believe some are being deleted, but not like it shows.