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Smart family message "content filters are not working"

For about a week I have been getting texts every few hours, sometimes several an hour saying : "Verizon Smart Family: Collin's content filters are not working. Access their phone and tap this link to fix it from the app. https://bnc.lt/vzsf " . We have updated both his device and mine, reinstalled the Smart Family and companion apps twice, even disabled all of his content filters but the messages have continued. It sent me 10 messages last night. What is the deal and how can we resolve this without canceling Smart Family? I am using Galaxy S8 and my son has Moto Z Play. Solution appreciated.

Comments

Rawthorne

I know that it's not a solution, but I hope it'll bring you some piece of mind knowing that you're not the only one experiencing this issue. I'm dealing with this as well, with my daughter's phone, and have also done everything that you have listed. She has a Motorola G6 and I have Samsung Galaxy S7 Edge. Maybe it's something on Verizon's end?

Verizon_Support

DAVSTA72

Oh no, I'm sorry to hear about the issues you're experiencing with that feature. I know how I depend on that feature to monitor and control the usage on my daughter's line. I'm more than happy to take a deeper look into this to see if we can pinpoint what's going on, this way it can be resolved quickly. Are both of your phones and all of the apps installed up to date on their software? When did this issues start? Had anything changed around the time this started to occur? Is the child's phone using any apps that give access to VPNs (virtual private network)?

Edward_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!!

DAVSTA72

Yes all of the apps and softwares are up to date. It started approximately July 8 @ 12:25am. My sons phone had a software update July 7th 5:45his software version is Android 8.0.0.

My wife’s phone had and Update July 12th. And it is also Android 8.0.0. Nothing has access to his VPN other the Smart Family App.

Verizon_Support

I’m glad to hear that all of your applications are up to date, DAVSTA72.We definitely want to help get this fixed, without you canceling the feature. Please reply to the private message I have sent in this forum.

Joseph_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!!

SAMBAR3

I also have this issue, performed similar steps and it is persistent.

DEBDAM88

Same issue since July 5th!!! This is ridiculous....paying for a feature that does not work!!!

Verizon_Support

DEBDAM88,

That's too long of a time to have this problem. I'm so sorry to hear that this is happening and I understand the urgency with getting this fixed. Allow me to gather some more information, so I can better assist you. Is the software on your device updated? Are the apps updated?

Juan_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!!

DAVSTA72

No it was not correct answer. Everyone from verizon support has asked the same questions and in the original post I clearly stated that both devices were updated, and the app was reinstalled twice on each device. Per the private message from Verizon it is a known issue that developers are working on but no solution yet so in the mean time we get 10-20 annoying texts a day stating the content filters aren't working. Will be canceling the add-on feature unless account is credited for July and solution is found asap.

DEBDAM88

Juan,

Yes the software on both devices is up to date. Yes the aps are up to date.

It's more than money. It's more than annoying messages. This error undermines trust between parent and child when the ap disconnects itself repeatedly and sends such cryptic messages. Do you know how much harm Verizon's carelessness has done to our family?

Parent receives message....asks child why they disrupted ap....falsely accused child feels chastised.... repeat repeat repeat.

THIS IS NOT ACCEPTABLE!!!! STOP ASKING STUPID QUESTIONS & FIX IT!!!!!!!

DEBDAM88

Any SOLUTIONS????????

Badchenn

Just letting you know that I have the same question. Very frustrating. I hate the standard "re-install / make sure up to date" reply. :smileysad:

Verizon_Support

Ensuring that the Verizon Smart Family content filters are working accordingly is very important, DEBDAM88. What make and model device does your child have? If the child device is a Motorola, please try changing the following setting. Click on Moto icon on home screen > Moto Display > toggle Moto Display to OFF.

Adam_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!!

Verizon_Support

Our goal is to help you move forward. To clarify, what content are you attempting to filter that's not being filtered? What steps have you taken to confirm that content is not being filtered?

Corey_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!!

DEBDAM88

My child has a phone that is paid for several years now. Everything was working properly until Verizon decided to switch family controls to a new app that DOES NOT work. Children need to learn to properly use technology. They need to be able to learn how to make good choices with parent oversight . A "dumb" phone is NOT a solution.

Verizon is aware that there is a problem. Their solution is to refund fees. I wish they would FIX their app!

DEBDAM88

Can anyone confirm that this issue has been resolved? Verizon credited my account and removed Smart Family from my plan. They were supposed to let me know when the issue was resolved. I called Verizon customer service today & after I said I would be changing carriers Jasmine told me the issue has been resolved.

Before I go thru the hassle of changing carriers, can a USER kindly confirm if it has been resolved?

Greatly appreciated!!!!

Content modified as required by Verizon Wireless Terms of Service

Verizon_Support

I certainly understand the importance of having a feature work as it needs to, DEBDAM88. I am happy to assist. I looked into our known system and feature issues and see that the Smart Family feature is working as it should. Please re-download the application and set up the content filter settings. If you do run into any troubles, please do not hesitate to reach out to us.

Greg_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!!

mnjclark

No, the smart family features are NOT working as they should. My son's phone keeps texting me that "xxxx's content filters are not working...." It asks me to access their phone and "fix" it. I've accused him a couple times already of turning the filter off. He says he isn't. He shouldn't have access to be able to do that. And, I shouldn't have to keep accessing his phone to fix it. If I have to continually access his phone - what's the point of the content filter? I could just look at what he's doing on his phone.

Please fix the app!!

Verizon_Support

Hello, mnjclark. We want to ensure your specified settings stay the way you have set them. Is your app updated? Also, have you tried deleting the app, and reinstalling it?

KourtnieG_VZW

Follow us on TWITTER @VZWSupport 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!

Aprilgutierrez1966

My son's phone is having this problem. It's constant. I have spent all week trying to get his companion application to work right. I know he has done certain things to turn the companion app off. Still even when I'm sure he hasn't reset something , it stops working. I've wasted at least 20 hours on this so far.

Verizon_Support

I know it can be tiring to have to deal with the Smart Family application and it not working Aprilgutierrez1966. We don't want you to have to spend hours on end getting this fixed. You have reached the right person to help you. I have kids myself and I use this feature all the time. What exactly is going on with the companion application? How long has this been going on for? Please tell me more. AmberF_VZW

mackcasey2019

I recently downloaded and began to use the app as well.

i keep having the same issue,

Verizon Smart Family: content filters were removed. Access their phone and tap this link to reactivate. https://vsf.app.link/fix

multie times a day...

i have to pair the phones again.this is ridiculous. I am not around my child 24/7 to constantly pair phones back up, nor should I have to be constantly pairing the phones back together

Will be looking for a 3rd party app.

ssmith0130

I have been having this issue off and on since forever.

I really thought my child was doing something to make it happen. I'm simultaneously relieved and a little ticked that it's actually the app itself.

Is there a solution? I mean, OTHER than re-downloading and re-pairing the device every time I want to use the features of the app (which defeats the purpose and convenience of the app)?

Has anyone heard something that works for longer than a day?

(yes my phone is up to date, as is my child's. Yes, we have deleted and reinstalled the apps.)

Verizon_Support

ssmith0130,

The last thing we want is for our Smart Family application to anger you. Dealing with this content filter error for as long as you have should not be the scenario. Let's move forward towards a solution for you. To address this with the proper party, can you please elaborate on when this message pops up on your child's device? Do you see a trend with a certain activity that triggers the message? To be clear, are you getting a message that states "content filters are not working" or "content filters have been removed"?

RyanC_VZW

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