Smart Family doesn't allow me to change content filters or pause internet without an error "sorry, something went wrong. Please try again later" for weeks. It started when we had to replace my daughter's phone. Got it paired with her new device and now it isn't working. I have cleared data, cacye, and uninstalled. But, hetrhethe thing, it isn't just my phone, it is also doing it on my husband's when he tries to do the same thing as me. I am paying $4.99 a month for this and was going to upgrade to the $9.99 but not if I can't get this working. All because we had to replace her device!
We understand the importance of making sure this features works. We definitely want you to get what you pay for Nayda324. Let's find out why this is happening and get it fixed. Is the software up to date on your phone and your husbands phone? What two phones do you have? Here is a link with information about updated software for all our devices. Updated software can have an affect on how features work and the functionality of your device. If you continue to have issues, please let us know. We may need to remove the feature from your account through our system and add it back to each line. We look forward to hearing from you soon.
Kinquana_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Thank you for your response, my husband has a Samsung Note 8 and I have LG K20V. Both are up to date versions of the app.
Perfect! That is a great sign. It sounds like you have completed the proper steps to get this working, Nayda324.
To enable location services and content filters,you must install and pair the Verizon Smart Family Parent app on your smartphone (you already did that) and the Companion App on your child's smartphone (was that done as well?).
I understand there is a replacement phone involved, but I want to ensure all steps have been completed. Are we only working with one phone that needs content filters?
Tamara_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
I did also make sure that the companion app was successfully paired and
yes, there is only one phone we are trying to monitor.
On Fri, Jun 22, 2018, 9:29 AM vzw_customer_support <
Thanks for the additional detail, Nayda324. I would like to check the individual settings on your account so we can continue troubleshooting the Smart Family app. Please check your private messages so we can continue.
Tracy_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
I’m having the same problem. Content filters arent working, getting a text multiple times a day. And no way to fix it that I can see
Thank you for letting us know on this issues, we want you to enjoy the services properly. Has there been any recent changes or updates on your device? Like application or software?
Paloma_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
I have the same issue. Pausing the internet does nothing. Apps are installed on both iphones (7 and 6s) child app is paired with parent app and I can see the phone, but clicking pause does zero even though it says it is paused.
It's important for the Smart Family app to work correctly, stones2125. I'm happy to help. I would like to take a look at your account so we can do some in-depth troubleshooting. Please check your private messages to begin.
Tracy_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
Ive got a similar problem.
On both IPhone 6splus and iPad Pro, it says “...internet is paused” but he’s watching YouTube right now. It has worked before.
I can imagine how disturbing this can be when you are not wanting your child to visit an internet site. I have a young son too. Can you tell me, have you checked to make sure the software is up to date on the iPhone 6S Plus and the iPad Pro? Also, have you tried powering the two devices off/on? Please keep me posted if everything is up to date and If powering the devices off affects any changes.
Veronica_VZW
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If my response answered your question please click the _Correct Answer_ button under my response. This ensures others can benefit from our conversation. Thanks in advance for your help with this!!
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