Smart Family update Sept 2023

[verjnerpow8mon983]

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

[vzw_customer_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. 

[vzw_customer_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

[Kensington687]

I am having the same issue and so far no one knows why.  

[verjnerpow8mon983]

So far working with tech  support they suggested updating to the latest IOS (17.0.2 as of today) and uninstall/reinstalling the app after that. This did NOT work for me.

But doing it will at least save you some time to try that first so you can skip this stage of troubleshooting with tech support waiting for the download etc and trying to reconnect with them. 

[vzw_customer_support]

We will definately assist with troubleshooting.  Tell us more about the "not working" that is occurring with your Smart Family? Let’s work together to address  this issue  today.  Please reply to the following Private Note to get started.  We are eager to get your answers.

-Deb

[vzw_customer_support]

Kensington687, my apologies to hear of your experience with the Smart Family application. Help is here as I have sent you a Private Note for assistance. 

-Natasha

[vzw_customer_support]

We are here and ready to assist should you still need help. If you prefer, there are other support channels we have based on what best fits your needs.  We look forward to assisting you.  https://www.verizon.com/support/contact-us/#mobile

-Deb

[vzw_customer_support]

NMStacy We're sorry to read that you're having issues logging into the Smart Family app. Have you tried uninstalling the application? Are you having issues with other Verizon apps? ~Peter

[vzw_customer_support]

We're here to help. Let us know if you need assistance. ~Peter

[vzw_customer_support]

NMStacey, we are here ready to assist should you still need help. If you preferred, there are other support channels that we have as well based on what best fits your needs. We look forward to assisting you. You can find the options here: https://www.verizon.com/support/contact-us/#mobile

-Natasha

[maanco]

I am also  having the same problem.

[vzw_customer_support]

maanco We're sorry to read that you're also having this issue with your Smart Family app. Is your device on the latest update? Do you get any error message when trying to log in? ~Peter

[vzw_customer_support]

Hi, maanco. Just checking in on you to see if you still are in need of assistance for your Smart Family application. Please let us know as assistance is here

-Natasha

[dreppert41682]

I'm also experiencing issues since the update

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

[vzw_customer_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.

[vzw_customer_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.