FamilyWhere

There are a lot of reasons the device might not be possible to locate.  Sometimes apps that aren't used on devices for a long period if time are disabled.  The app might not have all of the permissions it needs to locate the device remotely.  The device is in Airplane Mode when you requested the devuces location, are a few of quite a lot of possabilities.  Have you tried re-registering that device with the FamilyAnywhere system again?

magenta9638748 wrote:

magenta9638748 wrote:

gramps28 wrote:

Is the phones location turned on?

yes

yes

yes

magenta9638748 wrote:

gramps28 wrote:

Is the phones location turned on?

yes

yes

gramps28 wrote:

Is the phones location turned on?

yes

FamilyWhere is all about being able to locate those devices, so having one that is not updating is really weird. What make and model is the phone that is not able to be located? Nuestra T-Mobile FamilyWhere app T-Mobile Support page discusses some Android devices that have to have some settings updated to make the location more accurate so changing those could help in this case as well. 

When you are testing the location, have you turned off Wi-fi? If you have tried with location on and wifi off and all the recommended settings from our support site and you are still seeing the same error, you would want to contact our support teams to have them file a ticket for the FamilyWhere issue with that one line. Most people on the Community like to reach out by sending a direct message on Facebook, but you can also call 611 from your T-Mobile phone. 

Hope this helps. 

Does the person with the line know there's the familywhere service on the line? There's ways/apps that can hide location.

yes

Is the phones location turned on?