Please be sure to update your T-Mobile FamilyWhere app to the latest version (10.0.6.8)

My Schedule Checks are not happening or are at the wrong time.

Many Alerts issues are related to Schedule Checks being incorrectly set up.

To find out whether the Schedule Checks are set up correctly:

  1. Log in to FamilyWhere.
  2. Click the Alerts tab.
  3. Find the Schedule Check that is having the problem.
  4. Click Edit.
  5. Check that the correct landmark and days are selected.
  6. If there is an error, select the correct time and days.
  7. Click Continue.
  8. Click Save to save your changes.

If the Schedule Check is set up correctly, but you are not receiving notifications, you may have the notifications set up incorrectly.

To view the notification options:

  1. Log in to FamilyWhere.
  2. Click the Alerts tab.
  3. Find the Schedule Check that is having the problem.
  4. Click Edit.
  5. Next to Additional Settings, click the Edit button.
  6. For When to Notify Me, make sure the is located and is not located check boxes are set correctly. Also, make sure How to Notify Me is sending notifcations to the correct places.

Now that you are sure that you have your Schedule Checks and notifications set up correctly, find out if the locations appear in the Feed tab. This indicates whether it is a problem with notifications or if the Schedule Check is not happening at all.

  1. Click on the Feed tab
  2. Select the most recent day that the Schedule Check should have happened and click Show Details.

Does your Scheduled Check show up?

If YES:

If a location for the Schedule Check appears in the Feed, then the check is happening but the user is not being notified. There could be a issue with the automated email not getting to your inbox. Verify that you have the correct email address in the Account section.  If so, there may be an issue with your email account that is causing the notifications to be blocked. Be sure to check your spam folder to see if the notifications are being identified as spam by your email provider.

If NO:

If a location for the Schedule Check does not appear in the Feed, then the check is not happening. Try to remove and re-create that Schedule Check so that the system can correct the settings.

After doing this, if a location for the Schedule Check appears in the Feed but you still doesn't receive the notification, then the automated email is not reaching their inbox. Verify that you have the correct email address in the Account section.  There may be an issue with your email account that is causing the notifications to be blocked. Be sure to check your spam folder to see if the notifications are being identified as spam by your email provider.

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