Device not showing correctly

Archive
1

My daughter's new phone, Samsung A13. App is working/restricting some things, I am getting push alerts and can see alerts. Parental control on my device shows, correctly, "3 devices" in corner but my daughters one is not listed in the control panel area

2

Hi @Jo Baldwin,

Thanks for confirming on the devices list.

From your screenshot shared, emergency contact is missing and hence Instant Lock is disabled. To enable Instant Lock, at least 1 emergency contact has to be added. Please check this help link for the same.

Thanks,
Pradheep

 

3

Hi,
Thanks for the work so far.
The device is showing but instant lock is not available.
There is no pending update for app on child or parent device

4

Hi @Jo Baldwin,

Could you please check if the issue is resolved? Please do a pull-down from the dashboard screen to refresh the family information.

Thanks,
Pradheep

5

Hi @Jo Baldwin,

Thanks for trying the steps and sharing the outcome. We will analyse the issue from the backend and get back.

Thanks,
Pradheep

6

Hi there

I deleted Paiges profile on my device.
Uninstalled the app on her device.

Redone her profile and re-installed app on her phone.
Looks like same issue. 2 children, 3 devices but hers doesn’t show in my list.
The app is appearing properly on her phone and I get some notifications.

Thanks
Jo

7

Hi @Jo Baldwin,

From the backend analysis, we see that the new phone is not onboarded correctly. Could you please try setting the child's device again?

You can follow these help links to Uninstall and Re-Install Norton Family.

Thanks,
Norton Family team