Issue when trying to set up Google Family Link

Forums › Android › Issue when trying to set up Google Family Link

danepak

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#303630 23-Feb-2023 23:10

I’m trying to set up Google Family Link on my daughters phone.
She’s got a Gmail account.
I’ve installed Family Link on my phone and I follow the instructions.
They state that I need to go to her phone, settings, Google, Parental Controls and then hit Get Started.
Then it says ‘Who will be using this device?’ and I choose ‘Child or Teenager’.
I hit next and then I get an error ‘Something went wrong - try again layer’.
I’ve tried to clear the cache, restarted phone, but same error.

ANglEAUT

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#3041135 23-Feb-2023 23:13

? Check the birthday in her profile ?

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danepak

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#3041137 23-Feb-2023 23:19

Whereabouts? When I greater her gmail account, I added her birthday (she’s 13)
Is there somewhere else, where the birthday appears?

jonathan18

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#3041153 24-Feb-2023 06:38

Have you asked the help desk for assistance? Unlike most Google services, there’s actually a decent help desk for Family Link which I’ve used a couple of times to resolve problems. I found chat the quickest way.

Accessed via this link:

https://support.google.com/families/gethelp

ANglEAUT

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#3041239 24-Feb-2023 11:59

ANglEAUT:

? Check the birthday in her profile ?

@danepak - Follow the link that I provided, making sure you are logged into her Google account.

Considering you created her account, it most likely is correct. However, children can be sneaky and increase their age to circumvent some age restrictions.

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Amosnz

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#3041327 24-Feb-2023 14:15

13 is the age where Google gives children the option to turn off parental controls too, on my family link account the child didn't have access to change their age, but the parental account did.

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danepak

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#3041845 25-Feb-2023 16:44

ANglEAUT:
ANglEAUT:

? Check the birthday in her profile ?

@danepak - Follow the link that I provided, making sure you are logged into her Google account.

Considering you created her account, it most likely is correct. However, children can be sneaky and increase their age to circumvent some age restrictions.

She’s got a few accounts on her phone.
School account (doesn’t show a birthday)
An account a set up a while ago (doesn't show her birthday)
My account
A new account that I set up for her, so we can use the Family app (it required a gmail account). This one shows her birthday.

ANglEAUT

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#3041986 25-Feb-2023 21:20

danepak:

She’s got a few accounts on her phone.
School account (doesn’t show a birthday)
An account a set up a while ago (doesn't show her birthday)
My account
A new account that I set up for her, so we can use the Family app (it required a gmail account). This one shows her birthday.

Woah! Now there is a lot of info that we didn't know about before. Any type of managed / Google Workspace account doesn't seem to be part of a family.

I've seen apps & websites get confused with multiple accounts linked to a device. If you can, try & remove your account first, otherwise all Google accounts except your daughters, then try the "go to her phone, settings, Google, Parental Controls and then hit Get Started." part again. Afterwards, try adding the other accounts back onto the device. Admittedly, I still think you still struggle because of the managed account & a child account on the same device.

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danepak

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#3044316 3-Mar-2023 13:48

Decided to use Life360, which seems to be doing an OK job.

jonathan18

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#3044318 3-Mar-2023 13:49

danepak: Decided to use Life360, which seems to be doing an OK job.

Out of interest, did you contact Google for help, as I suggested earlier in the thread? Just wondering if they weren't able to help you with the problem.

danepak

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#3044320 3-Mar-2023 13:51

jonathan18:
danepak: Decided to use Life360, which seems to be doing an OK job.

Out of interest, did you contact Google for help, as I suggested earlier in the thread? Just wondering if they weren't able to help you with the problem.

Yep and had no response.

jonathan18

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#3044321 3-Mar-2023 13:57

danepak:

Yep and had no response.

That's disappointing. I've had a 100% success rate with Family Link-related queries using their live chat, but closer to zero if needing to contact them on other matters via 'email'.