Safe & Found
Safe & Found is a comprehensive family safety app. It provides powerful and easy-to-use tools that help family members stay connected and safe inside & outside the home. Safe & Found also provides robust Parental Controls that enable parents to manage their children’s online activity.
From a single app, you can:
- Locate all family members (Family Map view)
- Locate a specific family member (Individual Map view)
- Track family members in real time*
- View a family member's location history and timeline*
- Notify family members of your current location (Check In) *
- Monitor web and app usage on your child's device**
- Control access to Internet-based apps and websites**
- Schedule Internet off times**
- Turn Internet On or Off**
*These Location features require Safe & Found to be installed on your family members' devices.
**These Parental Control features require Safe & Found to be installed on your children's devices.
- FAQs
- Terms and Conditions
- Privacy Policy
- Using Safe & Found
- Issues
-
New subscriptions for Safe & Found are no longer supported. However, if you are a current user of Safe & Found you can still add additional user profiles within your Safe & Found app.
If you are a T-Mobile customer, you can get FamilyMode for $10 per month and get the same features as Safe & Found. FamilyMode helps you keep tabs of your family members in real-time, monitor your kids’ screen time, manage their internet use and set content filters. Learn more about FamilyMode.
-
Safe & Found is updating to version 3.0. With a new Magenta look, users now have access to a more robust set of location services and parental control features such as Internet Filtering, Time Limits and Real-Time Location. It is important to ensure that all Safe & Found apps are updated to the newest version to ensure smooth operation of all features and updates. Failure to update could result in a poor experience when trying to use the app.
-
If you have automatic updates on your phone your app will update automatically. If you have manual updates, you will need to go to your app store (Apple store or Google Play) search Safe & Found and click update.
-
Good news! We’re making changes that mean you only need to pay for one Safe & Found subscription on your account. You can still track and manage all your devices by adding them within the Safe & Found app under “Add New Device”.
-
With a new Magenta look, users will have access to a more robust set of location services and parental control features such as Internet Filtering, Time Limits and Real-Time Location. See below for a full list of new features with the 3.0 update:
Feature Group
Feature Name
S&F2.9.1
S&F 3.0
Parental Controls
• Profiles
X
• Filters
X
• Bed Time
X
• Time Limits
X
• Pause
X
• Rewards
X
• Usage
X
• OffTime
X
• Internet History
X
• Device List
X
• Device Settings
X
• Kids Dashboard
X
• Kid Evasion
X
X
• VPN Support
X
• Parental Control notifications
X
• iOS STAPI Support (Partial)
X
Location
• Location Basic
X
X
• Real Time Location
X
X
• Breadcrumbs
X
X
• Location History (Timeline)
X
X
• Location Filtering by profile
X
X
• Safety Zones
X
X
• Check-in
X
X
• SOS
X
X
• Locate Now
AUTO
AUTO
• Location Notifications
X
X
• Device Settings
X
X
General
• Multiple Admin
X
X
• Adult Profiles
X
X
• QR Code
X
X
• SMS Invite Code
X
X
• Email Invite Code
X
X
• Ring
X
X
• Remote Lock and Wipe
X
X
• iOS In App Purchasing
X
X
• T-Mobile In App Purchasing
X
X
• Accessibility Support
Partial
Partial
• TMO ASDK Authentication
X
X
• Help & FAQ spread-out
X
X
Home
TMO Home Base
X
X
-
Customers who were subscribed to Safe & Found prior to 3/31/23 will remain eligible to use Safe & Found. There will be no new subscriptions to Safe & Found after 3/31/23.
Sprint postpaid customers on Android & iOS devices.
“Parent” devices (Android or iOS phones and tablets) on the plan must be a Sprint/T-Mobile customer in good standing. The “Parent” device must have internet service to find a “Child” phone’s location from their handset. “Child” can also be found via any internet enabled computer with a web browser.
“Family” and “Child” members can be Sprint/T-Mobile customers or customers of other carriers with Android or iOS phones and tablets. If you choose to use the service without the app installed, you can only locate phones that are associated with your Sprint postpaid account.
-
Safe & Found is available for $9.99/month for accounts on the Sprint billing system, or Sprint accounts that have been moved to the T-Mobile billing system.
-
Up to 10 devices, including smartphones, feature phones, and tablets, can be added to your Safe & Found account.
-
If it's the Parent/account owner’s device, just download the app on the new device and use the account username and password to log in. If it’s another Parent or Child device, the invitation will need to be re-sent to the new phone or tablet. Delete the old device and add a new device.
Sprint Safe and Found Terms and Conditions
Safe & Found is a family location application, which allows the user to be always connected with various devices. With Safe & Found, the user can create an account with up to 5 mobile devices and use parental controls to restrict phone usage and/or control the use of other applications (“Safe & Found App” or “Safe & Found Service”). These Terms and Conditions apply to your use of and access to the Safe & Found Service (“Safe & Found Terms”). Your use of and access to the Safe & Found Service is governed by Sprint’s General Terms and Conditions of Service (“Ts&Cs”); the information collected and used by the Safe & Sound Service is described in its Privacy Notice, also available within the Safe & Found App; as well as any other documents or materials that we provide or refer you to as described in the Ts&Cs (collectively, “Agreement”). By using the Safe & Found Service, you are agreeing to or accepting these Safe & Found Terms and you acknowledge that you have read and understand this Agreement, agree to its terms, and specifically consent to the collection of information as described in the Safe & Sound Privacy Notice.
THE SAFE & FOUND APP IS NOT INTENDED FOR USE BY PERSONS UNDER THE AGE OF 13. IF YOU ARE UNDER 13 YEARS OLD, YOU MAY NOT USE THE SAFE & FOUND APP OR PROVIDE SPRINT WITH ANY PERSONALLY IDENTIFIABLE INFORMATION. IF YOU ARE 13 OR OLDER BUT NOT OF LEGAL AGE OR OTHERWISE WITHOUT CAPACITY TO ENTER INTO A CONTRACT, YOU SHOULD REVIEW THESE TERMS AND CONDITIONS WITH YOUR PARENT OR GUARDIAN TO MAKE SURE THAT YOU AND YOUR PARENT OR GUARDIAN UNDERSTAND THESE SAFE & FOUND TERMS.
For purposes of interpreting these Safe & Found Terms and the Ts&Cs with respect to the Safe & Found Service, the Safe & Found Service are included in the definition of “Services” in the Ts&Cs. Capitalized terms used and not defined in these Safe & Found Terms are used as defined in the Ts&Cs.
Sprint may modify the Safe & Found Service, the Safe & Found Terms, and the Ts&Cs at any time in its sole discretion. When and how Sprint will provide you notice of these changes is contained in the Ts&Cs or will otherwise be communicated to you. Your continued use of the Safe & Found Service following any change will constitute your acceptance of and agreement to be bound by the modified Agreement. If you do not agree with the modifications, your sole and exclusive remedy is to stop using the Safe & Found Service.
1. Mandatory Arbitration. As detailed in the Ts&Cs, you and Sprint agree to a mandatory arbitration provision that provides that (except for matters properly brought to small claims court) any claim, controversy, or dispute of any kind between you and must be resolved by final and binding arbitration on an individual and not a class-wide or consolidated basis.
2. Consent to Electronic and Email Communications. By creating an account for the Safe & Found Service, you consent to receiving text messages (SMS) related to the Safe & Found Service sent to the mobile number you enter as part of the account creation process. If you enter any other mobile numbers to invite them to join your family, you represent that the owners and/or authorized users of those mobile numbers have also provided their consent to receive the relevant text messages from us. You agree to electronic invoice delivery via email, confirm your ability to access your invoice online, and understand that you can change electronic delivery at any time. You also agree that you will promptly provide Sprint with an updated email address if it changes. Sprint may use the email address that you provide to communicate with you about the Safe & Found Service. Sprint may also use your email address to tell you about Sprint products and services unless you have asked not to receive marketing emails from Sprint.
3. Electronic Signature and Disclosure Consent Notice. You agree to the use of electronic documents and records in connection with your registration for Safe & Found Service and all future documents and records in connection with Safe & Found Service—including without limitation this electronic signature and disclosure notice—and that this use satisfies any requirement that we provide you these documents and their content in writing. If you do not agree, do not accept this Agreement. You have the right to receive a paper copy of all documents and records. You may (i) obtain a paper copy of any document or record (free of charge), (ii) withdraw your consent to the use of electronic documents and records, or (iii) update your contact information by calling Customer Care at 866-275-1411 or at sprint.com. Your clicking on the “I accept” button indicates your signature and your acceptance of this notice.
4. How Does Safe & Found Work? With Safe & Found, you can see your “family” devices on a private map, inform others you’re in need of assistance, activate parental controls, and more. With Safe & Found you can create a family account with up to 5 family members and protect everyone with the following features: (a) Define safety areas and be automatically alerted when family members’ devices move in or out of these areas; (b) Locate family members’ devices in real time; (c) Send a Panic Alert to all members of your Safe & Found account; (d) Restrict calls to/from your family devices (iOS only), (e)control when apps can be used, (f) filter URLs and (g) find, (h) ring, (i) lock and (j) wipe (Android only) any family device if lost or stolen.
5. Actions Safe & Found Enables. Safe & Found allows users to respond to on demand location requests, remotely lock family member devices, remotely ring family member devices, remotely wipe family member devices, and remotely request family member on demand location. Safe & Found also has parental controls that allow a user to restrict access to applications on demand, respond to app restrictions on demand authorization requests, provide time based apps restrictions support, calls restrictions support, manage family member general apps restrictions, manage family member apps restrictions (individually per app), manage family member call restrictions, and filter URLs.
6. Limitations. Due to limitations enforced by the iOS operating system, Safe & Found cannot guarantee that location/status information will be sent every 30 minutes to the server. To reduce the impact of this limitation, Safe & Found also relies on geo-fencing, location-based services, and location changes events that occur on the device to wake up and opportunistically send location/status information to the server. Nevertheless, the effectiveness of this approach ultimately depends on whether the device is moving or not. Please read the Safe & Found FAQs for more information about how Safe & Found works.
7. No Improper or Illegal Use. You agree that your use of the Safe & Found App will be solely for your lawful, personal use and for no other purpose. You will only request location information for devices assigned to your account, in the possession of individuals under your legal supervision, custody or control or for which you have obtained authorized consent to participate in the Service. Unlawful use of this service may carry criminal and/or civil penalties. You will not stalk, harass, harm, threaten or invade the privacy of any person. You also agree to follow all applicable laws and regulations.
8. Location Consent; Availability and Accuracy. By using the Safe & Found App you understand that you have no expectation of privacy as to the location of your devices and you consent to Sprint's review of the location of the devices that are enabled as part of the Safe & Found App. Sprint does not guarantee the availability, accuracy, timeliness or completeness of location information and it may only be approximate, delayed or interrupted due to limiting factors such as coverage area, service type, location technology, device is disabled, on a call, sending messages, running applications, the battery is drained, atmospheric, environmental and geographic conditions, satellite limitations, cell site location and information or other network conditions. Location accuracy may also be limited in rural and other areas where the Sprint network coverage is limited.
9. Safety. Use caution if and when providing location information to others and only share location information with those you trust. Please do not endanger yourself and others by using the Safe & Found App while driving or engaging in any other activity that requires your full attention. The Safe & Found App is not a substitute for adult supervision. Always use caution when displaying and disseminating personally identifiable information about your device, yourself, others or the location of yourself or other users to anyone else.
Effective Date: September 6, 2017
Sprint Safe & Found Privacy Notice
This Privacy Notice governs our data practices in connection with your use of the Sprint Safe & Found application (the “Application”) on your mobile device. Sprint Safe & Found is provided by Sprint (“Sprint”, “we”, “us” or “our”).
What information does the Application obtain?
We collect personally identifiable information about you in various ways, including when it is part of User Provided Information and Automatically Collected Information, further explained below (“Personal Information”). We may also get information from other sources and may combine it with information we collect about you. Personal Information includes information that is used to identify you, and does not include aggregate or anonymous information.
User Provided Information. The Application obtains the information you provide when you download or launch and use the Application. We collect information you enter into our system when using the Application. This information may include your first and last name, PIN, geofenced areas, photograph or avatar, and phone number.
Automatically Collected Information. In addition, the Application collects certain information automatically, such as: the type of mobile device you use, your mobile device ID, the IP address of your mobile device, your mobile operating system, precise geolocation, and information about the way you use the Application.
Does the Application collect my location?
The Application collects your precise location as part of its core function to allow you and those you have authorized to share each other’s location. You may at any time change your decision to share your location by taking the following actions:
IOS
- turning off sharing of the device's location in the Sprint Safe & Found Settings menu; or
- turning off location services for Sprint Safe & Found from the Location Services setting in Settings on your iOS device.
Android
- turning off sharing of the device's location in the Sprint Safe & Found Settings menu; or
- deactivating Location in Settings on your Android device.
Please note, the Application may not properly function, or cease to function, if location tracking is disabled since location awareness is integral to its features.
How is Personal Information used?
We use your Personal Information to do things like:
- Provide you with the Application’s services, including to contact you from time to time and provide you with important information, required notices, and promotions
- Protect our rights and property and those of our other customers
- Respond to legal process and emergencies
- Develop or inform you of new products and services
- Anonymize or aggregate personal information for various purposes like market analysis or traffic flow analysis and reporting
- Monitor, evaluate or improve our products, services, or networks
- Customize or personalize your experience with our services
Do third parties see and/or have access to Personal Information obtained by the Application?
We may share your information with third parties generally in the ways that are described in this Privacy Notice. We may disclose Personal Information:
- as required by law, such as to comply with a subpoena, or similar legal process
- when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request
- with our trusted services providers who work on our behalf
- with affiliated companies
Data Collection
We may use tools or third-party analytical software to collect and use certain non-personal information that does not identify you. The types of non-personal information we may collect and use include, but are not limited to, the Automatically Collected Information described above.
Your Information Use Choices
You may stop all information collection by uninstalling the Application. You may use the standard uninstall processes available as part of your mobile device or uninstall the Application through your device’s associated app store (e.g., Apple App Store or Google Play).
Business Transfers
Personal information about you may be disclosed as part of any merger, acquisition, or sale of our assets. In the unlikely event of an insolvency, bankruptcy or receivership, Personal Information may also be transferred as a business asset.
Children
We do not use the Application to knowingly solicit data from or market to children under the age of 13. If a parent or guardian becomes aware that his or her child has provided us with information without their consent, he or she should contact us at officeofprivacy@sprint.com. We will delete such information from our files within a reasonable time.
Security
We are concerned about safeguarding the confidentiality of your Personal Information. We provide physical, electronic, and procedural safeguards to protect information we process and maintain. For example, we limit access to this information to authorized employees and contractors who need to know that information in order to operate, develop or improve our Application. Please be aware that, although we endeavor to provide reasonable security for Personal Information we process and maintain, no security system can prevent all potential security breaches.
Data Retention Policy
We will retain data for as long as you use the Application and for a reasonable time thereafter.
Changes
This Privacy Notice may be updated from time to time for any reason. We will notify you of any changes to our Privacy Notice by posting the new Privacy Notice and as otherwise required by law. You are advised to consult this Privacy Notice regularly for any changes.
Your Consent
By using the Services, you are consenting to our use and processing of your User Provided and Automatically Collected Information as set forth in this Privacy Notice now, and as amended by us. “Processing” includes using cookies on a computer/hand held device or using or touching information in any way, including, but not limited to, collecting, storing, deleting, using, combining and disclosing information.
If you reside outside the United States, your information will be transferred to the United States and may be processed and stored according to U.S. privacy standards. By using the Application and providing information to us, you consent to such transfer to, and processing in, the United States.
Contact Us
If you have any questions regarding privacy while using the Application, or have questions about our practices, please contact us at officeofprivacy@sprint.com.
Using Safe & Found
-
Installing the app on your child’s device will increase location accuracy and provide all the new parental controls and location features. If you only want the location features, you do not need to install the app on the child device as long as the phone(s)/people you’re locating are on your Sprint/T-Mobile account.
-
Safe & Found works with any wireless provider as long as the app is installed on the device. If you choose to use the service without the app installed, you can only track phones that are associated with your Sprint/ T-Mobile account, and all the other features won’t be available.
-
To add a family member:
- Open the Safe & Found app on the “Parent” device, choose on the family icon and select Invite a New Member.
- The Recommended tab will include all the devices on your Sprint/ T-Mobile account, or you can choose from contacts in your device Address Book or add by typing in the member’s name, email or phone number.
- If you opt to have the app installed on the “Child” device by choosing SEND, an invite will be sent to the “Child” device with an invite code along with instructions on how to download the app. If you select NOT to install the app, no further action is required.
To remove a family member:
- Open the Safe & Found app on the “Parent” device, choose on the family icon and select Invite a New Member.
- Long press the member that you’d like to remove.
-
- From the Parental Control or Family Members view, choose the member that requires the device.
- A screen will open up with instructions on how to install the app on the “Child” device. Please note that after going through this process, the family member will appear twice in the family member list.
- Delete the profile without the battery indicator.
-
Yes, but the parent’s password is required. All phones can uninstall the application or turn off location services without a password.
-
Any user who knows the account password will be able to set the parental controls on any device in the family.
- This allows for multiple parents in a family to be able to update parental controls for the kids!
- This means it does not matter which device the initial account was set up on. Note: When signing in on the web, the phone number that is being billed will be the username for the account.
- The password can be changed via the settings page in the Safe and Found app.
- To change the password, they will need to know the initial password that was sent via text when Safe and Found app was set up.
- In settings, change password, and share that password only with "parents". Do not share with "children" on the account.
-
Safe & Found lets you create and monitor virtual safety areas such as home, school, and work. For example, parents who want to know if (and when) their child arrives at school can be notified when their child enters or leaves a school-defined safety area. Another safety area may monitor the home of an elderly relative so you can be notified when that family member enters or leaves their home.
There are three ways to set a safety area: from the Safe & Found menu, from the quick-action menu, and by using a device's current location.
To set a safety area from the menu, follow these steps:
- Select the 3-bar menu icon at the top left of the Safe & Found screen and select Location Alerts.
- Select Safety Areas, and then Create Safety Area.
- Enter an address and a name for the desired safety area.
- If desired, expand or reduce the safety area by manipulating the pink dot. (The minimum area is 495 feet.)
- Select Next.
- Choose which family members trigger the safety area alert, and which events (arriving or leaving) apply.
- Select Create.
To set a safety area from the quick-action menu, follow these steps:
- Select the plus icon on the Family Hub or Family Map.
- Select Safety Areas, and then Create Safety Area.
- Enter an address and a name for the desired safety area.
- If desired, expand or reduce the safety area by manipulating the pink dot. (The minimum area is 495 feet.)
- Select Next.
- Choose which family members trigger the safety area alert, and which events (arriving or leaving) apply.
- Select Create.
To set a safety area from a device's current location, follow these steps:
- Select the desired family member's icon on the Family Hub.
- Select the device icon on the map. A pop-up box appears with the device's current address.
- Select Save Area.
- Enter a name for the safety area.
- If desired, expand or reduce the safety area by manipulating the pink dot. (The minimum area is 495 feet.)
- Select Next.
- Choose which family members trigger the safety area alert, and which events (arriving or leaving) apply.
- Select Create.
-
From the left menu, select Location Alerts > Safety Areas. Choose the Safety Area you want to delete and then select DELETE.
-
Smaller Safety Areas may conflict with the location accuracy on the phone, leading to in-out jumps as the location accuracy radius may be bigger than the size of the Safety Area.
-
There are two ways to remove a device:
- From the left menu, Select Devices. Select the desired device and then Select Remove Device.
- From the Family Hub, Select the profile containing the device. Select Devices. Select the desired device and then Select Remove Device.
-
Android
- From home screen: Touch and hold S&F app icon, choose App Info, then select Uninstall.
- From Device settings: In Manage Apps, select the S&F app, then choose Uninstall.
iOS
- Touch and hold the S&F app, then choose Delete > Confirm.
-
From the Family Hub, select the family member’s profile. Choose the Settings icon to display the Edit Profile screen and make changes.
-
Timelines allow you to see the path a device has followed between two locations.
-
When viewing a map, Select on either the Satellite or Map icon located in the top right-hand corner of the map to switch between the two view options. The map displays street view by default.
-
When you dismiss the ring message or open the Safe & Found app, the device stops ringing.
-
iOS inhibits the ability to override certain phone settings.
-
Contact Customer Care to ask to have your service cancelled.
Child Devices
-
Your child won't know when you've located them. However, during setup of the Safe & Found app on the child’s device, the child must accept the permission allowing the app to monitor their location and share it with family members.
-
The Safe & Found app requires consent from all parties to be downloaded to their devices. The permission that lets the app determine a phone’s location is controlled in the phone’s settings, not the Safe & Found app. Consequently, your child can deny that permission and effectively block their location from being seen. Your child can also uninstall the app. However, if a child attempts to uninstall the app while their phone is connected to the Internet, Safe & Found sends a notification to parents about the attempt. If a parent has set Parental Controls for a child’s phone, they cannot prevent a tech-savvy child from circumventing some of the controls.
The key to cooperative participation is to discuss the benefits of Safe & Found with your children so they understand how the app keeps their family connected, safe, and informed. Emphasize benefits from your child’s point of view. Explain how they can check in with parents by simply choosing a button (rather than calling or texting), or send an SOS alert if in danger. Show them how the location feature can help find their phone if lost. Explain how Parental Controls help block Internet sites that could infect their devices with malware. These discussions are also an opportunity to explain additional safety guidelines, so children understand how to keep themselves protected while online.
-
First remove the device from the account and then delete the Safe & Found app on the child’s device. Next go to the child’s profile, Select Devices, and then select Add New Device. This time, select the Use Approximate Location Only option when adding the device to their profile
Accuracy & Location
-
When Safe & Found is installed on the phone being located, the app uses information collected from the device's GPS, Wi-Fi network connection and cellular network connection to determine the location. If the Safe & Found app is not installed on the phone being located, the cellular network connection and GPS is used to determine location.
-
Yes, if:
- Safe & Found is installed on the device you want located
- The device has location turned on
- The device is connected to the Internet.
To change whether a particular device is sharing its location:
- Open the Safe & Found app on the device you do not want located
- Choose on the Setting icon and turn off "Share this phone's location"
- If it is a "Child" phone, the Safe & Found password will need to be entered
If the Save & Found app is not installed on the device, its location can still be identified as long as the device:
- Is powered on
- Is connected to your Sprint/ T-Mobile account
- Has adequate network signal
- Has been added to your Safe & Found family
Whoever sets up the Safe & Found account (the account owner) can skip creating their own profile, or later delete their profile, to remain invisible to other family members in the app. The account owner can simply log into the app with the account credentials to locate family members, set Parental Controls, and manage the account.
-
If Safe & Found is installed on the phone being located:
- Check the timestamp to see if the location is current. Make sure GPS is on.
- For Android devices, make sure GPS is set on “high accuracy.” iOS devices don't have an additional setting; just make sure Location Services for the app are enabled.
- Having Wi-Fi turned on can also increase precision. If location fails to update, open the app, and ping someone's location. Daily safety checks on an iOS "Child" device are recommended to help provide more accurate location tracking on iOS devices.
If Safe & Found is not installed on the phone being located:
The strength and accuracy of all the signals used to find locations can be affected if the phone whose location you want to see is:
- Inside a building or vehicle
- Surrounded by hills or tall buildings
- Near a large body of water
For Android devices, for both the “Parent” and “Child” device, be sure that “high accuracy” location is selected for your Location method setting.
For greater accuracy, consider installing the app on the phone to be located. -
If Safe & Found is installed on the phone you want located:
- Location services on the phone or tablet might be off.
- The device itself may be off or the battery may be dead.
- Please also see other location Q&As above.
If Safe & Found is not installed on the phone to be located:
- The device itself may be off or the battery may be dead.
- The device may be out of range of cellular service.
Consider installing the app on the phone you want located for improved location accuracy.
If you still cannot locate a device, remove and re-add the family member.
-
Yes, you can choose whether to share your location by following these steps:
- Select your profile icon on the Family Hub.
- Choose the Settings icon.
- Under Profile Settings, use the toggle switch next to the Share (profile name's) location with all family members option to turn location sharing on or off.
Note that Child profile settings are managed by users with Admin profiles.
-
From the Family Hub, Select the Menu icon in the top left-hand corner of the screen. Select Family Activity. Select All to view all family activity or Select an individual family member to see their personal activity. Use the calendar at the top of the screen to filter the history by days of the week.
You can also view a family member's three most recent History events in the History section of their profile details. Select See All to view the family member's entire activity history in Family Activity.
-
If your child's device has the Safe & Found app installed, the location results will indicate a street address.
However, location accuracy depends on a number of factors, including but not limited to:- Child device has good connectivity to data network
- Child device has Location setting ON
- Child device has Precise Location enabled (at least iOS 14 or Android 12)
- Safe & Found app has permission to always access child's device location
- Safe & Found app has Background App Refresh turned ON (iOS only)
- Battery optimization is turned OFF (Android only)
If location fails to update, open the app and ping someone's location. Daily safety checks on an iOS "Child" device are recommended to help provide more accurate location tracking.
For Android devices, make sure GPS is set on “high accuracy” and turn off battery optimization. iOS devices don't have an additional setting. -
Wi-fi is the signal that provides the best accuracy within or close to buildings. A phone can detect a Wi-Fi router (even if it’s not connected to it) and map it to a known location for that router.
-
Closing the app completely can cause the operating system, especially iOS, to block the app from activating to provide a more precise location. We recommend leaving the app open in the background on devices you wish to locate precisely.
-
No, Safe & Found cannot track phones that are turned off.
-
When enabled Battery Saver (sometimes called Battery Optimization) can stop Safe & Found from activating to respond to location requests when Safe & Found is running in the background on the device.
Notifications
-
The notifications to “Child” phones or tablets can be turned off from within the Child app. In the app, go to Settings to turn on or off the notifications from all family members.
-
Notifications could be delayed due to system checks or location notifications could be turned off. Enable your notifications as follows:
- Select your profile icon on the Family Hub.
- Choose the Settings icon.
- Under Profile Settings, enable the desired location notifications.
-
Wi-Fi isn't required to use Safe & Found; however, it can help with location accuracy. Within the notification, you can select to not receive these notices.
-
You can reduce the number of notifications you receive as follows:
- Select your profile icon on the Family Hub.
- Choose the Settings icon.
- Under Profile Settings, use the toggle switch next to the (profile name) receives their own notifications option to turn off notifications when you enter or leave safety areas.
You can reduce notifications on your child's device as follows:
- Select your child's profile icon on the Family Hub.
- Choose the Settings icon.
- Under Profile Settings, use the toggle switch next to the Receive push notifications from other family members option to turn off notifications from family members.
-
You may need to reset or increase the size of your notification area if in a building where signal is not strong. If you have been making updates to your phone or tablet, this might have inadvertently impacted location.
You may have unknowingly toggled your location on or off, which can happen when going into airplane mode. -
- The notification area could be too large, so no change in location is noted.
- Notifications could be delayed due to system checks.
- Location notifications could be turned off.
-
You might need to reset the size of your notification area if you're in a building where the signal isn't strong.
-
- You might need to increase the size of your notification area.
- You could have made updates to your phone that inadvertently impacted location.
- You might have unknowingly toggled your location on/off. For example, this can happen when going into airplane mode.
-
Your password can be retrieved on https://safeandfound.sprint.com/ or using the app. Select Forgot Password?” after entering your phone number. If you still can’t log in, contact T-Mobile Customer Care.
-
- This usually happens when you’ve just upgraded to a new device and already has a maximum number of family members in the app.
- Remove the old device from the app and you’ll be able to add the new one.
-
If you block all apps or sets the Block apps rating at 4+ on iOS, the Safe & Found app will also be blocked. Select the 9+ and up category in the app to avoid this issue.
-
Location services on the phone or tablet might be off or there is no connection to the internet. The device itself may be off or the battery may be completely drained. Please also see the How can I improve the location accuracy Q&A for additional tips.
iOS & Android
-
Android version 9.x to 12.x / iOS version 13.x to 15.x
-
Because of the inherent differences between the Android and iOS operating system, Safe & Found on Android and Apple devices vary as follows.
- App permissions for iOS and Android are slightly different.
- The method of preventing child devices from uninstalling the Safe & Found app is different for iOS and Android devices.
- Parents are notified of the following app evasion attempts if their child has an Android device:
- Child turned on developer mode
- Child switched user accounts
- Child entered a different time zone, or manually changed their time zone
-
Sometimes Apple may change the way it allows apps to run in the background or the type of location permissions (for instance precise location or “always allow”). Upon release of a new iOS version, Safe & Found updates the app to comply with the new changes. It is important for users to open the app from time to time to check if actions are needed (the app will prompt the user in that case).
Error after app update?
If you are having issues with Safe & Found, make sure the parent and child devices are all running the latest version in the Google Play Store or Apple App Store.