Unable to change lines to child roles on Smart Family
CtrldChaos
Newbie

Hello,

 

I bought my kids Galaxy S20's yesterday and added Smart Family to the account. Within my account I go to settings>nicknames and roles. The top tabs where it shows my kids lines are greyed out so I am unable to click on them. When I change their roles to "child" and click save, it says "changes saved successfully",  but nothing ever happens. I have tried to use multiple browsers and this has been going on since yesterday. 

I tried removing and re-adding smart family from my account as well. I've been on with customer service multiple times and they have no idea either. Hope someone can help because I can't even get to the part where you send the child the text to download the companion app. 

Thanks!

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Re: Unable to change lines to child roles on Smart Family
vzw_customer_support
Customer Service Rep

We are so sad that you are having that issue with our Smart Family service, CtrldChaos. We are here to help. We are also Customer Service here online as well. 

 

We have sent you a Private Message, please only respond to that message going forward.

 

StevenG_VZW

 

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Re: Unable to change lines to child roles on Smart Family
justneedsomehelpnow
Enthusiast - Level 1

What was the resolution to this?  I have gone down the same path.  I can change the user role on one line, but not the two others.

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Re: Unable to change lines to child roles on Smart Family
KH-OrnEsh
Moderator Emeritus

Due to the age of this thread, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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Re: Unable to change lines to child roles on Smart Family
vzw_customer_support
Customer Service Rep

We're sorry to hear you are having issues updating the roles on the lines via SmartFamily. We understand how important it is to assign these roles to be able to use the service as intended. Please make sure you have completed all the steps on this page:https://www.verizon.com/support/knowledge-base-152725/

After you have completed the steps, please let us know if you are still having issues or if it has updated as needed.

~Laura

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