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Hello. I have two children with Android phones (Samsung S21's). We have used Microsoft Family Safety for a few years and location tracking has worked perfectly until a few weeks ago when it stopped updating their locations.
I looked at every setting on both their phones, making sure all of the recommended location settings, security settings, battery settings were correct. Still couldn't get their location which showed they were both "In the house" when they were actually at school.
I uninstalled the app from both phones and reinstalled it. I followed all of the security prompts for the recommended settings. Both phones started to report their location again.
However... one of my children is on a school trip. Their phone last reported in five hours ago from a service station 250 miles away. They are now at their destination, but the Microsoft Family Safety app still shows them where they were five hours ago (extremely worrying for a parent).
Looks like the probkem has happened again. This must be a Microsoft problem What are the chances of both my kids phones stopping reporting their location at exactly the same time?
Come on Microsoft please fix this. Our children are very important to us and the app is called Microsoft "Family Safety".
Locked Question. This question was migrated from the Microsoft Support Community. You can vote on whether it's helpful, but you can't add comments or replies or follow the question.
This actually makes sense to me because my phone always shows my correct location in Family Safety but my family members phones and the family safety website do not. Hopefully it gets resolved soon. It's been nearly a year since this has worked for us.
Seems strange that it still works with the earlier app version, if they are putting the fault down to an internal service....
Unless the new app version is calling a different internal service (unlikely)
Thank you for responding at last. I can't say that I am particlarily comforted that it has been nearly a year since customers started reporting this issue despite it being raised by hundreds if not thousands of customers on numerous fora.
How soon can we all expect an update from MS or the MVP community?
Here is an update and hopefully a fix soon, you may have tried the recent update of the app, and for some it worked for a short while then lost the location again.
Dear Customers,
We value your trust and want to be more transparent with you, so we want to share an update regarding our progress on resolving the location issue.
Here is the update:
We have discovered some anomalies in our logs, and we have made some progress in our investigation to fix the location issue. One of our internal services is failing to upload the location data, which could be one of the main causes of the location inaccuracies.
We will keep you informed as we learn more about this issue.
Thank you for being a valued member of our community. We really appreciate your support.
Don't do this! One of us here did request a refund. And what was the result? He got his refund, but Microsoft cancelled his subscription and of course he lost his access to the 6x1TB OneDrive storage and office licences. Are you prepared to accept this?
To all the Americans out there, your kind of law gives you the possibility to change something. And to hire a lawyer to sue Microsoft. Or just penetrate Xbox support, who's responsible for family support.
But from the European perspective... No way, just accept.
