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New child phone unable to receive Family Companion text download
old_vzw_user909

I am trying to connect my Verizon Family App with my son's new phone. However, when I attempt to connect his phone by sending an invite via the Family app, his phone never receives it. He has a new S20 FE and I have a new S22 Ultra.

Here's the troubleshooting I did so far:

  • Attempted to use the 'fix' button on my phone to repair the connection.
  • Verified that he has the Family Companion app (moved over from old phone).
    • The installed Companion app did not allow me to connect; required a new invite. 
    • Uninstalled the Family Companion app, then reinstalled via the Play store.
  • Attempted to send a new invite via the Family app.
    • I was able to send my wife's phone the new invite via the Family app.
    • Son's phone did not receive the new invite.
    • Confirmed I am able to text my son's new phone directly.
  • Updated his new phone to the most recent android version.
  • Updated my phone to the most recent android version.
  • Verified that his phone number is correct in the Family app.
  • Verified his line has no restrictions.
  • Verified his phone is not on 'do not disturb' mode.
  • Attempted to use 'send feedback' in the 'help center' tab in settings for help (no answer yet)
  • Removed him from family member screen, then added him again

Still no luck in getting the Companion app installed on his phone.

Anything else I can try?

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Re: New child phone unable to receive Family Companion text download
vzw_customer_support
Customer Support

 

It is definitely important to make sure we get this device successfully paired to ensure you are able to review information on the device without accessing it. With that being said, please PrIvate Message us to proceed! *Jorge

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