Family Smart Plan won't recognize line(s)
LZ68
Enthusiast - Level 1

Is anyone having issues with one or more lines not being recognized in their Family Smart Plan? I'm wondering if it is a compatibility issue with the Samsung Galaxy Z fold 2?  I was on chat room with Verizon Rep for 1 hour and could not get to a conclusion.

18 Replies
51r_a1an
Enthusiast - Level 1

You aren't the only one having problems.  I had one difficult of a time getting mine and my 3 kids phones connected.  Then I found out that I was going to be charged $10/mth for it, even though the kids' phones are on the just kids plan.  Supports solution was to remove the addon so that I wouldn't be charged.  Now I can't access the controls on my kids' phones.  I still have a support ticket open for it, but I don't have high hopes.  I've been told the issue has been corrected 3 separate times already.   The app keeps stating that my account isn't eligible for smart family.  This has been going on for 2 weeks now.  I'm using a Galaxy S21+.

vzw_customer_support
Customer Service Rep

51r_a1an I'm sad to learn your issue has not been resolve as of this date. We have sent you a Private Message on this platform to further investigate.-Dolores

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ov10mech
Enthusiast - Level 3

Yes I have this problem for nearly a year now.   I see none of my 4 other lines , only my own line shows up in the smart family app.  I have spent many hours with several agents.   They all want me to try the same things that never solve the problem.  Even if you tell them you have tried it 10x they still want to start from zero.  After nothing works they they create a escalation ticket and tell you they will call to follow up.  They never call.  Some even "promise" to call.    I get automated text messages days later saying my ticket has been resolved  but they never checked with me once to verify .  Additionally under setting in my smart family parent app is missing the "Family Settings" option.   

Re installed the parent app at least 20 times.

Re-installed companion apps 20 times.

Removed smart family from account and re-added several times. Yes I did wait the 24 hours.

Tried on an android phone vs Iphone.

Even the web site is broke.  

I wish I could dump Verizon but due to work agreement I cant.  If verizon attempts to contact me about this post please do not send another agent that is going to ask me to perform the same steps.   Latest ticket is INC006419785  . 

 

vzw_customer_support
Customer Service Rep

Your satisfaction is extremely important to us, and I'm genuinely sorry to hear about the experience you're having with the Smart Family App and us. Have you ever been able to use the app without any problems? What's happening when you try adding the other lines? Do you see any error messages? I assure you we will do all the research necessary to get this resolved for you. 

-Evelyn

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ov10mech
Enthusiast - Level 3

I keep all the history in this document.   Way too much to type.    I have tried to share this documents many times with Vzw reps only to be told they can’t receive an email or access a google link

 

https://docs.google.com/document/d/1Y9j8Xkdjw8TQ_P8mmVrNnbHqDDcmKHVOIyo0BkXLcew/edit

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vzw_customer_support
Customer Service Rep

I want to apologize, I am unable to open the link you provided.  Can you please provide me the details of that document?-Santo

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ov10mech
Enthusiast - Level 3

The link works fine.  How can I get a PDF or word doc to you then with all the history.   Verizon must be blocking links.  Try from a personal device then please. There is no way I can format all that in this bulletin board system.

 

1.png See - only my line (the parent)  shows.   I have 4 others that should be showing.  

And yes the companion app is installed.

And no they are NOT paired because I have no way to pair because the family option in my app settings is missing.  The lines should show up regardless.  

2.png

 INC006265805 TURNED INTO INC006419785 (Tommy 9-24)

 

Brian - on 10-6 opened two more tickets 

 

Comment: Why can’t we keep the old tickets open?   We keep opening new ones and there is no continuity from the old ones and does not show how long these issues have been going on.   I keep having to repeat myself every time someone else gets involved.   Why is Verizon closing previous tickets without confirmation from customer the issue has been resolved?

 

Free Verizon Msg: Your ticket, (NRB000010683756), is assigned and being worked. Thank you for your patience. Next update within 24hrs.

 

Free Verizon Msg: Your IT ticket number is: INC006498667. We will contact you once the ticket has been resolved.

 

Those are the recent tickets.   All others before are just robotically closed without checking with me.  

Good luck... All other reps have failed.

 

 

Jtuchman
Enthusiast - Level 2

I’m having the exact same issue. Only the parent line is showing up on my account on the app. The rest of the family is not. No explanation and no fix from Verizon. Anyone else have a fix or anything that worked? I’m not gonna pay Verizon for the smart family service if it doesn’t even work on our account!

 

vzw_customer_support
Customer Service Rep

I rely on SmartFamily for my son's phone, and I totally understand the importance of being able to use the app correctly and monitor your child's usage.  I am here to help and we will get this figured out.  Can you please check if you have the current software on the phone and the application?  If one is available please perform the updates.  When did this start?  What changes were made when this started (software update, app update, etc)?

-Santo

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Jtuchman
Enthusiast - Level 2

@vzw_customer_support Thank you for your response. I do have the current software. The app has never worked on my line. It works fine on my wife’s line - just not mine.  Please help! If we can't get it working then the Smart Family add on is useless and we will just have to cancel the service. Thanks again.

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vzw_customer_support
Customer Service Rep

Thank you for working with our team, in this public forum. As our valued customer, your account concerns are our concerns and we’re here to assist you in any way we can. Verizon takes protecting our customer’s personal and account information very seriously.

 

Since we will need account-specific details from you, we’ve sent you  a Private Message on this topic:

 

https://community.verizonwireless.com/inbox

 

 

-Robert C.

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Jtuchman
Enthusiast - Level 2

@vzw_customer_support Hello. I’ve tried all your fixes and nothing has worked. I believe my only option left is to cancel the service. I’m not going to pay for a service that doesn’t work. Tickets have been opened with no progress. Thank you for trying. 

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Jtuchman
Enthusiast - Level 2

Hi. I have the current software. The app has never worked. It works fine on my wife’s line just not mine. 

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vzw_customer_support
Customer Service Rep

Hello, Jtuchman. We want to make sure your Smart Family is working as it should for you. We have sent you a Private Note to assist you further. 

*Cassie

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vzw_customer_support
Customer Service Rep

We would like to take a closer look over the recent tickets as well as provide a lasting solution. Please send us a Private Note. -Chris

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ov10mech
Enthusiast - Level 3

Why take this private?  What suggestions do you have to fix this so the rest of the community here can benefit from seeing the solution? I am not the only one with the problem.  I will send a private message but will also update the community here as well.  

Vera1973
Enthusiast - Level 1

Thank you.  I also find it convenient I can monitor all the lines data except an iPad.  When I saw my daughter went through 8 GB in one day . . .they told me they didn't have the technology last year.  This year they want to sell me the unlimited data.  If we're paying for the data, and there is an app to help us control data usage, what does the device have to do with it? The Ipad was using cellular just like a phone. They can't have it both ways!

 

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vzw_customer_support
Customer Service Rep

I do understand your concern regarding Smart Family with the Samsung Z Fold 2  Was this device purchased from Verizon or  Samsung directly? What happens when you try to use the Smart Family App? -Al

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