Follow

Apple Device is not Listing - iOS 8 or Higher

There are 3 primary reasons TeenSafe is not listing your child's Apple device:

A. Using the wrong Apple ID

B. Apple Two Factor Authentication enabled

or

C. iCloud backup not enabled on the device

Find instructions for resolving each of these issues below:


A. Using the wrong Apple ID

Please make sure that you are using the correct Apple ID. Find the Apple ID associated with your child's phone by following the instructions below:

1. On the iPhone, tap on Settings

2. Tap on iCloud

3. The Apple ID attached to this device is listed next to "Account".


B. Apple Two Factor Authentication enabled

 

 * TeenSafe will still work with Two Factor Authentication enabled with iOS 11.1 and lower devices.

 

About Two Factor Authentication

Two-Factor Authentication is an optional security method Apple encourages and, in many cases, automatically turns on with new devices or as part of iOS software updates. It requires a numeric passcode to be entered when an iCloud account is accessed. The passcode is sent as a pop-up window to the primary account holder’s iPhone as well as other devices that use the same iCloud account. Turning it on and off must generally be managed at https://appleid.apple.com/.

 

If your child’s device has two-factor authentication turned on, it will also be engaged when you use TeenSafe to download new data from your child’s device or to track its location. TeenSafe will work with two-factor authentication on but may require you to have your child’s device (or one of their devices that uses the same iCloud account) in-hand in order to access the security code.

 

**With the release of iOS 12, Apple implemented changes to it's iCloud service and two-factor authentication protocols which affect devices running iOS 11.2 and higher with two-factor authentication Enabled. For those devices, TeenSafe is currently experiencing difficulty accessing your child's data. We are working hard to deliver a solution as soon as possible.

 

1. First, make sure you have your child's iPhone in hand, as a code that Apple sends to the child's device will be needed.

2. Sign in to your Apple ID account page at https://appleid.apple.com/ and click Edit in the Security section.

3. Then click Turn Off Two-Factor Authentication. After you create new security questions and verify your date of birth, two-factor authentication will be turned off. 

4. If someone has turned on two-factor authentication for your Apple ID without your permission, you can also turn it off from the enrollment confirmation email sent to your Apple ID or rescue email address.

5. Click Turn Off Two-Factor Authentication at the bottom of the email to restore your Apple ID to its previous security settings and regain control of your account. The link is active for two weeks after you enroll.


C. iCloud backup not enabled on the device

Your child's device will not list if you have not setup the device to perform iCloud backups. To do this, follow the step-by-step directions below:

Instructions to Setup Apple iCloud Backup

1. Connect the device to a power source (plug into charger).

2.  Make sure the device has WiFi connectivity (WiFi Zone).

3.  Go to the Settings on the device.

4.  Go to iCloud.

5.  Click on Backup.

6.  Turn iCloud Backup on (enable).

7.  Click Backup Now on the device. 

You will see a backup progress bar. Let the backup finish 100%. The backup must finish. If the phone receives a call or text while the backup is completing, you will need to repeat step #7. 

Note: Once you have completed this backup without interruption from a call or a text, then you need to wait up to 5 hours for Apple to finish processing the backup. Once Apple is finished processing the data, then TeenSafe can pull the data for you.

From now on, Apple will do an automatic backup every night and you should receive new data once a day, as long as the iCloud Backup setting is turned on, the device is idle and is connected to WiFi and a power source.

Once you have done this, clicking on the Get Latest Data button in the TeenSafe dashboard will give you access to updated data.

Was this article helpful?
4 out of 6 found this helpful
Have more questions? Submit a request
Powered by Zendesk