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Apple Device is not Listing - iOS 7 or Lower

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

A. Using the wrong Apple ID

B. Apple two step verification 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 Step Verification enabled

In order for TeenSafe to find your child's phone, Two-Step verification needs to be turned off.

Turn off Two Step Verification by following these instructions:

1. Go to My Apple ID (appleid.apple.com), select Manage your Apple ID, and then sign in.

2. Select the Password and Security tab.

3. Click Turn off two-step verification.

4. Choose new security questions, verify your birth date, and provide a rescue email address (optional but recommended).

5. Click Save.

Note: Be sure to memorize your new security questions and answers. They will sometimes be required to verify your identity.

You will receive an email confirming that you've turned off two-step verification.


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 Storage & Backup.

6.  Turn iCloud Backup on (enable).

7.  Go to Manage Storage. 

8.  Select the device that you are monitoring.

9.  Scroll down to Backup Options. This brings up all of the apps on the phone.

10.  Turn off all apps under Backup Options. This will allow Apple to only backup texts, calls and contacts.

11. Tap Back.

12. Tap Back again.

13. 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 #13. 

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 perform 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.

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