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How to Fix Microsoft Family Safety Cannot Find Family Members' Locations
Question details
Users are unable to track or view the real-time locations of family members using the Microsoft Family Safety app across multiple platforms.
- Product
- Microsoft Family Safety
- Device & OS
- Android, iOS, Surface Duo
- Scenario
- Attempting to track family members' live locations for safety and coordination.
- Observed behavior
- The app displays a 'We couldn't find their location' error or shows outdated locations. Reinstalling or rebooting only provides a temporary fix.
Ensure that all family members have their devices powered on, connected to the internet via Wi-Fi or cellular data, and that GPS location services are globally enabled in their device settings.
Check Device Permissions and Battery Optimization
Ensure the Family Safety app has the necessary background permissions to run continuously without being restricted by device battery savers.
Mobile operating systems often restrict apps running in the background to save battery. If Microsoft Family Safety is optimized for battery life, it will stop sending location updates after a few hours.
Navigate to the Settings app on the affected family member's Android or iOS device.
Find the Microsoft Family Safety app in your app list. Change the Location permission to 'Allow all the time' (Android) or 'Always' (iPhone).
In the app's settings menu, look for Battery or Background App Refresh. Ensure background activity is allowed and turn off any battery optimization restrictions for this specific app.
Refresh Account Sync and Clear App Data
Resyncing the Microsoft accounts can resolve temporary synchronization glitches that cause the map to show outdated locations.
Contact Microsoft Support for Service-Side Issues
If the issue persists across multiple platforms and returns shortly after reinstalling, it may be a known service-side bug.
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Frequently Asked Questions
Why does the Microsoft Family Safety app show an old location?
The app might display an outdated location if the device has lost its internet connection, GPS is disabled, or the device's battery saver has paused the app's background refresh activity.
Does uninstalling and reinstalling fix the location bug permanently?
For many users, uninstalling and reinstalling the app only provides a temporary fix that lasts a few hours. To make it permanent, you must ensure background permissions and location access are set to 'Always Allow' so the operating system does not kill the app in the background.
Do I need a Microsoft 365 subscription to use Family Safety location sharing?
No, basic location sharing features in Microsoft Family Safety are free to use. However, premium features like drive safety reports and location alerts do require an active Microsoft 365 Family subscription.
