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Smart Family update Sept 2023

I recieved several notices to update to the new smart family app to maintain functionality and for its new features etc. Finally I updated from the app store and now it won't login. I was able to login just before installing the update.

After the update it pops up a browser like window to login. I enter my information and click "sign in"... and nothing happens. No error message, no warning I have entered the wrong password... nothing.. I clicked it several times and nothing. I restarted the phone nothing, I deleted the app and reinstalled it... nothing. I have confirmed the password is correct, and I can still login to the verizon app, and verizon.com

I am on Iphone 12 pro max

IOS 16.6.1

Comments

Verizon_Support

vergnerpow8mon983 We're sorry to read that you're having issues with signing into the Smart Family app. Does it provide any error message when trying to sign in? ~Peter

verjnerpow8mon983

no. There is no error message. When I click "sign in" nothing happens. As described above. No error, no idenications that anything is wrong. But the buton reacts so it recongizes that it was pressed. Nothing else happens. The screen stays the same, so I tried pressing it several times. It is the same after every press. It is like I didn't press it. Except it moves when you press it, and the app doesn't appear to be frozen. I can still hit cancel and close the login window taking me back to the "welcome to smart family opening screen.

Verizon_Support

Thanks for following up. Dealing with application issues can be overwhelming, especially if it's affecting your Verizon Smart Family service. We are here to help.

Feel free to check out our Verizon Smart Family FAQs for more details regarding this great feature: https://www.verizon.com/support/verizon-smart-family-faqs/.

We sent you a Private Note, please review at your earliest convenience.

~Gilbert

NMStacey

I'm unable to login after updating my app as well, only mine tells me that 'the information I have provided doesn't not match the information available ' or something like that, basically that it's the wrong login info, except it's what I was logging in with before the update, and it's what is still working for MVO, etc.
#smartfamily

dreppert41682

I'm also experiencing issues since the update

I can login, but stuck on "account creation process"... never goes any further

Verizon_Support

dreppert41682, we're sorry to hear about the trouble you're experiencing with Verizon Smart Family after the recent update. To better assist, we'll be sending a Private Note.

~Izzy

alicianyc

When I try to login, I get a screen that says "For security purposes, please log in again so we can verify your account." I get that message over and over again. It's like it's stuck in a loop. Can someone please help. It seems that the update didn't work.

Verizon_Support

alicianyc We're sorry to read about the issue you've encountered with the Smart Family app. Is your device on the latest software? ~Peter

CJ2301

Mine is stuck on the Driving Insights 'Skip For Now' or 'Continue' buttons. Both buttons crash when I click them and go back to the previous screen. Please fix this update!!! I called tech support last week but it still hasn't been fixed.

jcooper3

Having issues after the update as well. My husband and I can get to the "customize driving insights" page but then it goes back to the previous page "review notifications- review and select your driving insights settings". Our kids "child companion" works and they can look up the locations but that isn't really helpful. Tried reinstalling it and same issue. Been emailing the email address they provide but nothing has helped yet

Jimmiepens

I am having the same issue with getting stuck in a setup loop. Upon getting to the "Review Notifications" screen, I hit continue and I am brought to the driving insights screen. Everything looks fine on this screen, so I can tap Continue or Skip for Now. Both buttons take me right back to the "Review Notifications" screen. App setup gets stuck in a loop at this point. Spoke with Tech Support over 10 times over the past 2 weeks concerning this issue and no resolution yet. I have a Pixel 6 Pro running stock Android. Are we seeing this issue on iOS devices as well?

Verizon_Support

We're here to help with your concern regarding the Smart Family app. Did you delete and install the new version of the app for both your device and the other devices? ~Peter

Verizon_Support

Hello, jcooper3, I'm sorry to hear you're running into an issue with Smart Family and you are still awaiting a reply to your email. Have you downloaded the new version of the Smart Family app?

-Lauren

Verizon_Support

Jimmiepens We're sorry to read about the issue with the Smart Family app. Is your device on the latest update? ~Peter

Jimmiepens

Yes

Rgeorgec

I have the problem of not being able to sign in. When I press sign in the next screen is an error message that tells me an error occurred or a message that says it was unable to handle my request at this time. It is never able no matter how many times I try

I have reinstalled and used all of the other non solutions without effect. From forums I see this has been a problem for years. Why is it not fixed after about 4 years?

Verizon_Support

@Rgeorgec
wrote: I have the problem of not being able to sign in. When I press sign in the next screen is an error message that tells me an error occurred or a message that says it was unable to handle my request at this time.

We appreciate you sharing with us about your ongoing issues with Smart Family. We understand how important it is to have access to this feature. When was the last time you recall being able to log in successfully? You shared that you have removed and re-installed the app. What other Troubleshooting steps have we tried with you? Is your device currently on the most up to date software?

-Andi

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