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Smart Family Companion App Won’t Pair

Screenshot 2023-11-03 at 6.09.20 AM.jpeg

This is so frustrating. Ever since the app updated my smart family plan is useless. One child’s phone won’t pair I get a message telling me his phone isn’t connected to the Verizon cellular network, he is. The other child’s phone is telling me his VPN isn’t setup but there is no way to set it up.
We do not have the child plans, they each are on regular non-restrictive plans

apps have been deleted and reinstalled

phones have been restarted

all Settings have been reviewed

the cellular service issue phone is an iPhone 13 mini

The vpn issue phone is a 12 mini

Comments

Verizon_Support

I'm sorry to hear you are having problem with your smart family app. We would love to look into this with you. What software versions are the devices on? What Settings have been reviewed? What troubleshooting have you done?-Joe

Verizon_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

Cheryl112

did this get resolved? I have the same problem whether I use wifi or data. I'm about done with verizon. Ridiculous!

Verizon_Support

Hello! We are truly sorry to learn you are experiencing issues with Smart Family and would like to help. To better assist, I'll be sending a Private Note, please reply to it, so we can get started.

~Maria

Jc2454

I am having the same issue. My child’s phone had some trouble after an update so I reset her phone. Everything seems to be working fine except when trying to pair her phone with family companion. I can not get the code via text to pair. I have checked settings, blocked numbers, etc and everything seems fine. Please advise.

Verizon_Support

We are here for you. The following link will guide you through this process: http://spr.ly/6603R3Ty1 ~Geo

Cuppycake1121

I am having this same issue. Please message me to help me try to resolve.

Verizon_Support

Cuppycake1121, I'm sorry to hear that you're having the same problem of the app not pairing. Are you able to get text messages from other numbers without any issues?

~Jesse

btesdall71

I am also having the exact same cellular issues as the original poster. Upgraded my daughter's iPhone 6 to a new iPhone 8 that I bought on my own. Swapped the SIM over to the new phone, transferred all the data from the old phone to the new one. Child app doesn't see that the phone is on the Verizon network although in the upper corner it says "Verizon LTE" with 3 bars, so good signal. Attempted to send the pairing text from my phone, but it never comes up on my daughter's iPhone. I have confirmed that her phone can call mine and can send text messages, and the other way around as well. I have also upgraded the iPhone 8's iOS to 16.7.4, which I think is the latest version for the iPhone 8.

Assistance in getting this working would be greatly appreciated.

Verizon_Support

Hello, btesdall71, we know it's important for you to get the Smart Family app working on your devices. So we can best assist, we will be reaching out via Private Message.

-Lauren

Kdavis2008

I am having the same issue, when trying to pair my sons first phone no text with the verification code appears, I have tried to send the reminder text and the invite and it doesn’t come through. He receives regular texts and call just fine. No blocks on messages that I am seeing

Verizon_Support

Hello, Kdavis2008, we know it's important to get the Smart Family app installed on your son's phone. What model phone is he using? Is this happening while WiFi is turned off?

-Lauren

Jbh7

I am having the same issue, the app stopped working a week or so ago. I have deleted both Parent and Child App and disconnected pairing of the two devices. Now the smart family companion app for child will not connect. Keeps saying please make sure you are connected to Verizon cellular network, which we have checked multiple times and are connected. Can someone please reach out.

Verizon_Support

Hello, Jbh7, we know it's important to get your Smart Family app connected. Were you able to reinstall your parent app without an issue? Are you using a VPN?

-Lauren

MTrotter13

I am having the same issue with my child’s device. We have iPhones and one kids will pair just fine, the other won’t. Get a message saying it isn’t connected to the Verizon cellular network, but phone is working just fine.

Verizon_Support

Hello MTrotter13 We want to se this gt fixed ASAP. What software version is on the affected device? Have you attempted to delete and redownload the app? -Joe

Jdbwad

The instructions are useless. My child received the text and to pair his devise but when he clicks on it he gets a message that he needs connect to Verizon network.

Verizon_Support

Happy Friday! Being on top of your accoun is vital, especially if you are looking to manage you Smart Family feature. Verizon is here to help.

You can pair with the child's app by following the steps on this link: http://spr.ly/6602ws934

Let us know how it goes.

~Gilbert

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