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Unable to Pair Smart Family App
Ballisticn8
Member

I have downloaded the VZW Smart Family App on both my device, S20, and my son's device, iPhone XR. I have gotten to the part where I attempt to pair my son's device to the Smart Family app. When I click the button on the website or in the app on my phone to send a text message to activate pairing my son's phone is unable to receive the text message. The following message appears:

"You were unable to receive a text message due to a service restriction or insufficient funds."

I havent been able to identify any service blocks. He is on a just kids account. Any help would be appreciated, been diving through the forums and searching online since yesterday, unable to figure it out so far...

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Re: Unable to Pair Smart Family App
vzw_customer_support
Customer Support

Ballisticn8, getting your SmartFamily application up and running is of the utmost importance. We want your application work as designed so to see that you are having troubles is interesting. Let's work together to find out what is going on and how we can help. 

 

Which device does your son have?

 

Is his line the only one you are signing up for with SmartFamily?

 

TakendraW_VZW

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Re: Unable to Pair Smart Family App
Ballisticn8
Member

My son's line is a Just Kids line of service so Smart Family is included as part of the controls for his line. My wife and I are both signed up as parents.

 

His device is an Apple iPhone XR.

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Re: Unable to Pair Smart Family App
vzw_customer_support
Customer Support

Thanks for those additional details, Ballisticn8. Is everything up to date on the phone? Have you tried restarting the phone? 

RyanM_VZW

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Re: Unable to Pair Smart Family App
Ballisticn8
Member

Phone is up to date. I restarted the device twice yesterday and once this morning.

I'm thinking the issue may be a conflict with the Just Kids line of service. That particular plan only allows communication to 20 trusted contacts. Every time I use Smart Family, whether that's though the website on my laptop, or through the app on my phone, when I attempt to send the text message to his phone to complete pairing the following text message pops up on his phone:

"You were unable to receive a text message due to a service restriction or insufficient funds."

The text message to complete pairing of the app never goes through.

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Re: Unable to Pair Smart Family App
Ballisticn8
Member

My son's phone is still unable to receive the pairing text for Verizon Smart Family...

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Re: Unable to Pair Smart Family App
vzw_customer_support
Customer Support

Let’s get to the bottom of this.  A private message has been sent to you for further assistance.

SeanC_VZW

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Re: Unable to Pair Smart Family App
Ansclm12
Member

I am having the same problem... did you figure it out?

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Re: Unable to Pair Smart Family App
vzw_customer_support
Customer Support

I'm sorry you are having issues with pairing the Smart Family App, Ansclm12. I know how important it is to have this feature working correctly. I sent you a Private Note so we can continue working on this together and get additional information. 

 

GersonG_VZW

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Re: Unable to Pair Smart Family App
vzw_customer_support
Customer Support

Hi Ansclm12. Reaching out to you regarding the issue with the Smart Family app. Let's look in this further. What are the make and model of the devices you are using with this feature (Parent/Child device)? Are you getting a specific error message?

 

GersonG_VZW

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