Anyone else having trouble with the family plan since the app updated yesterday? I've got 4 lines on one account and now two of the kids' phones keep showing as 'inactive' in the app even though the SIMs are working. I can still ring them, but the data limit settings are all over the place and one of them got blocked from using hotspot for no obvious reason. I've tried logging out and back in twice. Not sure if it's me or Nexora having a wobble again.
Hi Claire, sorry about that. The update shouldn't have changed anything on the family plan controls. If two lines are showing inactive in the app but the SIMs are still working, it usually points to a sync issue rather than a fault on the account.
Could you try this for me:
1) Go to Settings in the app and force a refresh on the account
2) Sign out completely
3) Reinstall the app if the refresh doesn't bring the lines back
If the hotspot block is still there after that, I can raise it with our app team to check the account sync. If you want, send me the last 3 digits of the account number via DM and I can look further.
Mine did something similar and it turned out the parental controls had somehow defaulted back on after an update. Took ages to spot because the app wording is a bit vague. Worth checking the profiles, especially if you've got teen settings set up.
Yeah same here, but I wouldn't hold your breath. I raised it and got told to clear cache, restart phone, sacrifice a biscuit, the usual. Eventually they fixed it after about 2 days. Not ideal when you're paying extra for the family add-on.
Quick update: our team has identified an issue affecting family plan status syncing after the latest app release. It's not affecting service on the SIMs themselves, but it can cause inactive labels and incorrect device controls.
The workaround is to use the web account page for now if you need to change limits or hotspot settings. The app fix is being rolled out in stages, and you may see it correct itself after the next sync. Sorry for the hassle on this one.
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