Smart Family Content Filters Not Activly Working
Otter588
Enthusiast - Level 1

Every day I have to "fix" one phone on my smart family account, all other phone work fine.  How do I permanently resolve this? All software is up-to-date. App has been uninstalled/reinstalled on device, etc. 

21 Replies
vzw_customer_support
Customer Service Rep

Hello Otter588, being on top of your Verizon Smart Family filters is vital, especially if they are not working correctly. Please elaborate, what exactly is going on?

 

GilbertoL_VZW

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Otter588
Enthusiast - Level 1

Daily I get this text:

Verizon Smart Family: ******'s location isn't working properly. Access their phone and tap this link to fix it from the app. https://vsf.app.link/fix

 

Or

 

Verizon Smart Family: ******'s content filters are not working. Access their phone and tap this link to fix it from the app. https://vsf.app.link/fix

 

vzw_customer_support
Customer Service Rep

What happens when you select the link provided? EstevanC_VZW

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Nicole1121
Enthusiast - Level 1

I have this same exact problem, except that the message is only the content filters aren't working properly. I have clicked the link and followed all steps until it is restored. Now the new message is that the content filters have been removed. This is also every day, and even though I've followed all the steps to fix the problem, the message continues to come up.

jedigirl81
Enthusiast - Level 1

I also have the same problem.  I reinstalled the application on my child's phone last night and updated and paired the companion app between my phone and theirs.  Now today I get the message: Verizon Smart Family: XXX-XXX-XXX's content filters were removed.  Tap this link to reactivate.  https://vsf.app.link/fix

 

This really needs to be fixed.  We pay an additional fee for this to work properly...

vzw_customer_support
Customer Service Rep

jedigirl81, we certainly understand your concern regarding wanting to get this fixed. When you select the link to reactive did you find that the filters were not in place?

 

While we certainly can assist you via this platform please provide your feedback via the application as well. Tap Settings > Help center > Send Feedback.

 

TionnaB_VZW

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Annschuh
Enthusiast - Level 1

Have you received a workable solution?

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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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vzw_customer_support
Customer Service Rep

Annschuh, we apologize for the issues you are having with the Verizon Smart Family Content Filters. I have Verizon Smart Family, so I know how vital it is for us to resolve the issues you are having with it. We will be pleased to help you. To better assist you, I need to ask you some questions. Are all the phones up do date with their software? After you set up the content filters are you powering the phones off and on, to ensure the filters you set up take effect? 

JacobG_VZW

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caciesteve
Enthusiast - Level 2

I get the same message daily for only one person on my Smart Family. They have to go in several times a day to the app to fix it. It's really annoying when my child's app isn't working multiple times a day and I am constantly getting the message that the content filters aren't working or their location isn't working. I send the link that the app tells me to and the child opens it on their phone and it resets. But I don't have to do this with any of the other 2 phones on my plan, just 1 of them. 

vzw_customer_support
Customer Service Rep

caciesteve, 

 

I am so sorry to hear that you are having trouble with SmartFamily! We are here to help resolve this, and get the service fully working once again. When did you begin having trouble with this user's SmartFamily service? What make & model device do they have? 

 

Thank you, 

MichelleH_VZW

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caciesteve
Enthusiast - Level 2

Our problem started about 4 months ago, multiple times a day i get a message that their app has been removed or their content filters aren't working. all my child has to do is open the app and it fixes the problem. But it has become a problem because it happens when he is away from home and I cannot see his location. I have to call him and tell him to open the app and fix it. He is using a Galaxy Note 9 and we have tried to remove the app and reset it but it still doesn't work. Everyone else on my app works just fine.

vzw_customer_support
Customer Service Rep

I have two kids and I sincerely understand your predicament, caciesteve. I understand that your son has a Galaxy Note 9 and the companion application has been removed and reinstalled and the issue continues. Please make sure that his phone has the most recent software installed. For instructions to update it please visit this link (https://www.verizon.com/support/samsung-galaxy-note9-update/) and device the "System Update Instructions" section.

 

AntonioC_VZW

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zebrashark
Newbie

I've had this same problem the entire time I've used this app. I thought I had it removed from my account a while back because it's a complete waste of money. I recently discovered I'm still paying for it. I constantly get the message that the app is not working properly on my son's phone. The problem is, it's usually when he's with his father, and he isn't able to fix the app while he's there. Now I'm noticing that it's not logging any of the phone calls I know he's been on. I can't trust anything about this app and you've been fleecing me with this for a couple years. It's unbelievable that you seem to not know this is happening. I have a galaxy note 9 and my son has an iPhone SE.

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vzw_customer_support
Customer Service Rep

As a valued customer, your concerns are our concerns too and we certainly don't want you paying for a service you're not using. The Smart Family option is a very good one. However, we're very much concerned about you paying for the service when you've requested to have it removed and that the app is not working for you and your family. We'd be more than glad to investigate both matters for you.

Verizon takes protecting our customer’s personal and account information very seriously. Since we will need account-specific details from you, we’ve sent you  a Private Message on this topic:

 

http://spr.ly/6608H8vBC

 

RobertC_VZW

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TSR99
Enthusiast - Level 1

Same exact issue here.  It's ridiculous.  My kids swear they have not uninstalled or changed anything.  they keep Life360 on their phone and can disable that if they want too, so I'm sure they have NOT disabled it.  They have iPhone 11's and I have a Galaxy Note 10+.  I link them back to the apps and within a day, I get text messages saying their filters have been removed, click here to reactivate.  When that happens I need to have his phone get a text message.  This has been happening for 6 months.  The app and service are worthless.

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vzw_customer_support
Customer Service Rep

Thank you for bringing this to our attention. We want to make sure your Smart Family settings works accurately. Does this occur only when they are away? Are both phones having the same issue? - ChristianP_VZW

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CrazyMomOfBoys
Enthusiast - Level 1

I'm getting similar text messages (about location services) and then I'll get a "phone has been repaired" text at random times after that - when I haven't done anything to fix the issue. (I haven't clicked the link, nothing). I've been watching & observing this for a while, and what I think is happening is I think my son is manually turning the battery saver feature ON (no matter what is battery charge). I'm fairly certain this turns location services OFF, to "save" battery life, but also to render Verizon Smart Family somewhat useless. I'm not sure how to get around this - I don't think I can. So basically, HE turns MY filters/blocks off at will. I'm open to recommendations for other parental control options...  (And I've just had a Verizon person confirm in another conversation that Verizon is not able to control battery saver being turned on/off manually.) The "Smart" Family app is no longer smarter than my teenager. 😞

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vzw_customer_support
Customer Service Rep

Teenagers definitely are smart, and with the help of the internet, many will attempt to find workarounds. The effectiveness of workarounds will vary from device to device, but there may be some operating system settings that can interfere with the performance of apps. Have you asked your son about if this is the case?

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Annschuh
Enthusiast - Level 1

I have this same problem and I do not see that Verizon has provided a solution to anyone. Have you found a resolution?

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