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Kids disappear after installing Family app on new iPhone

al corriente: 22-Jul-2022 | 10:11AM · 3 Respuestas · · Translation:

I just got a new iPhone and am testing apps. The Norton Family app has no children listed when I sign in. However, if I go back to my old device, the kids show up. I seem to remember this in the past and can't remember how I fixed it other than possibly adding new kids, removing the profile from the kids' phones and re-installing. Which is a bit over the top. 

Labels: Parent App, iOS, Child Profile
Solución aceptada
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Re: Kids disappear after installing Family app on new iPhone

al corriente: 24-Jul-2022 | 10:54PM · Enlace permanente

Hi @MowGow,

Thank you for reaching out to the Norton Family forum.
As you have replaced your iPhone, it might be the case that the App data required for Norton Family, Parental Control App is not getting updated from the data backed up on the device.

It's recommended that you try reinstalling the Parent app and do a login. This should bring back all your children and devices data back into the app safely.

Your data is safe on Norton servers and there isn't a need to reinstall Child App on any of your children devices.

Thanking you,
Norton Family Team

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Re: Kids disappear after installing Family app on new iPhone

al corriente: 22-Jul-2022 | 10:12AM · Enlace permanente

PS My subject line makes it sounds like my kids physically disappeared because I installed an app on their phones. Don't worry, they're safe and sound 

Solución aceptada
Kudos0

Re: Kids disappear after installing Family app on new iPhone

al corriente: 24-Jul-2022 | 10:54PM · Enlace permanente

Hi @MowGow,

Thank you for reaching out to the Norton Family forum.
As you have replaced your iPhone, it might be the case that the App data required for Norton Family, Parental Control App is not getting updated from the data backed up on the device.

It's recommended that you try reinstalling the Parent app and do a login. This should bring back all your children and devices data back into the app safely.

Your data is safe on Norton servers and there isn't a need to reinstall Child App on any of your children devices.

Thanking you,
Norton Family Team

Kudos0

Re: Kids disappear after installing Family app on new iPhone

al corriente: 25-Jul-2022 | 3:39AM · Enlace permanente

Hi Anand, Thank you. Removing and reinstalling the app has fixed the problem. I had previously only tried logging out and logging back in and that did not work.

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