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Automatically disconnecting one child's phone from Smart Family Companion App

amybeee

We are using Verizon Smart Family premium, and one of my children's phones keeps removing permissions for the Smart Family app. The other child's phone stays connected. My son was listening to a class in front of me the last time it disconnected, so I'm certain that he's not removing the permissions. How do we stop this, so we aren't resetting the permissions multiple times a day?

Comments

Verizon_Support

@amybeee ,

It's quite unusual that permissions for Smart Family are being removed on its own, so we'll need to get more details to best assist. When you say that "it disconnected" when your son was listening to a class, what exactly happened? For example, did you get a notification on your phone (what exactly did it show) and did anything similar show up on your son's phone? Are you going into his phone to remake these permissions, or using the Smart Family app on your own phone?

-Russell

amybeee

It automatically disconnects, I get a message at the top of my screen sometimes saying that it's disconnected, and if I log into the Family app I have a yellow box at the top telling me that it has disconnected. When he goes into the family companion app, he has a message at the top that says that it has disconnected. There's a button to press to fix it, which takes him into the app settings so he can once again re-enable the app. Has never happened on my daughter's app, happens multiple times a day for my son. Help!

Verizon_Support

amybeee, thank you for sharing this helpful information. Let's continue to review. When did this concern start? What is the Make/Model of your son's device? Can you please confirm that his device has the latest Software Update? Also, is the Companion app up to date on his device?

-Sylvia

chicagojaybyrd

Verizon app disconnects from child's phone. I get a text notification that it has been disconnected and to send a text. Then when I go into the Smart Family App, it tells gives me an option to "fix now" or "not now". Happens every day.

Yngr4

I’ve been dealing with this for years now and I’ve been paying for this service. All of the suggestions listed above by Verizon rep, has not worked. VZ needs to work on the app so we’re not having to resolve on our end.

Verizon_Support

Hey there, Yngr4, I'm sorry to hear you've been having trouble with Smart Family for several years. We definitely want to help get things working for you. Can you let us know what issue you're running into? Are you seeing any errors with Smart Family?

-Lauren

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