Smart Family Companion App Won’t Pair

[SharonMurphy]

 

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

[vzw_customer_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

[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

[Cheryl112]

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

[vzw_customer_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

[Cuppycake1121]

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

[vzw_customer_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

[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.

[vzw_customer_support]

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

[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.

[vzw_customer_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

[Rayk2]

The steps do NOT work!!!!!  
on the child ‘s phone, it always failed at the following step.  NO code received on my child’s phone.
Tap Smart Family Companion. The app will send a text message to your child's

[vzw_customer_support]

We know how important it is to be able to manage the limits for your devices, we'll be glad to help out. If you are having issues, we recommend uninstalling the app and installing it again, both on the parent device and the child device as well. If the problem continues, let us know.~Freddy

[Rayk2]

I have tried multiple times to uninstall/install app on both phones; however, cannot receive verification code issue is still on my child’s phone.  Anything else can try?

[vzw_customer_support]

Thank you so much for the information, Rayk2. To clarify, in what order did you install the apps? Was the parent app installed first? Do you encounter the same issue when connected to mobile data or Wifi?

~Izzy

[Rayk2]

I installed parent app first and  log n to the parent app.  After login successfully, I download child’s app on his phone.  Tried both cellular data and WiFi, and they have the same issue.

[vzw_customer_support]

Rayk2, thank you so much for the extra details. It sounds like the issue might be with the code not being sent to your child's phone. Are they able to receive other one time passcodes?

~Jesse

[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

[vzw_customer_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

[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.

[vzw_customer_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