Greenlight Safe Family: Troubleshooting your Safety Device setup

Running into trouble getting your Safe Family device set up? This article covers the most common setup and activation issues. If your device is set up but you're having trouble with location updates or place alerts, see Troubleshooting Safe Family device location and place alerts instead.

The app is freezing during setup

If the Greenlight app freezes at any point during device setup, try these steps:

1. Fully close the Greenlight app and reopen it
2. If it continues to freeze, uninstall and reinstall the Greenlight app, then start setup again

I'm seeing an error message during setup

If you receive an error message at any stage of setup that you're not able to resolve on your own, text our support team at 404-974-3024 and send a screenshot of the error. This helps us troubleshoot faster and get your device up and running.

My device isn't being detected automatically

If the Greenlight app isn't automatically detecting your device after you scan the QR code, you have two options:

• Scan the QR code again using your smartphone's camera
• Manually enter the 13-digit serial number located on the back of your device

I'm seeing the error "This device is already linked to another account"

Each Safe Family device can only be activated on one account at a time. If you're seeing this error, the device may still be associated with a previous owner's account.

The device cannot be linked to a new account until it has been fully deactivated and the previous owner's billing cycle has run its course before the device becomes available. 

If you received the device from someone else, ask the previous owner to confirm that their device subscription has been fully cancelled. Once their billing cycle ends, you should be able to activate the device on your account.

If you need help confirming the device's status, please contact our support team and we’ll be happy to help!

My device's green light didn't appear when I powered it on

If you held down the blue button but didn't see a green light, your device may need to be charged before it can complete activation. Simply charge your device and try again!

My device's battery is draining faster than expected

On a single charge, battery life can range from 2–4 weeks depending on your settings and environment. Battery drains faster when:

• Location updates are set to a higher frequency (every 1 or 5 minutes)
• The device is in a low or no signal area and is repeatedly trying to establish a connection
• The device is in extreme temperatures

To extend battery life, consider switching to a lower frequency mode like Eco or Standard. Learn how to adjust your location update frequency.

Still need help? We're here for you. 

Text us at 404-974-3024 | Call us at 888-483-2645