Apps from Phone have disappeared

taborj · 2024-09-04T17:45:16+00:00

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Several apps from my child's Gabb Phone have disappeared. These were all approved apps, and not only are they gone from the phone, but from the app store. These include YouVersion bible app and Seterra.

Was this intentional, and if so...why? If not, how do we restore these apps?

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l3gi0n

My daughter uses Team Reach to communicate with her marching band chat group and is no longer available in her Gabb 3 pro phone. I signed into my Gabb account, navigated to Apps and verified Team Reach is added. We checked Play Store on her phone and do not see it in there.

Can someone please assist us with this? I am unable to open a support ticket or enter live chat since there is no option to contact support.

TAM_08

We set up my son’s phone and added at least 8 of the 3rd party apps, and then less than a week later they just disappeared. We’ve tried to log in and reapprove them, but now only a handful of apps even show up on the Gabb website.
We have restarted the phone several times as well as logging in/out of the website on my end but we can’t get them back. Please advise.

Reagan - Gabb

Hello @taborj, @l3gi0n, and @TAM_08,

Thank you for your posts and for brining this to our teams attention. Our team was able to investigate this error to help resolve the issue.

You will be able to re-download any missing apps through the Play Store on your Gabb Phone. If you or anyone else experience this, please comment the app name in the comments.

Thank you!

-Reagan

l3gi0n

Hello Regan,

Thank you for the response. Taylor finally responded to my original case last week. However, we're experiencing a new issue with our daughter phone giving a black screen and have yet to hear back from Taylor. Is there a way we can escalate the ticket? I went through all troubleshooting steps and the phone may need to be replaced.

Reagan - Gabb

Hi @l3gi0n,

Great to hear that an amazing agent from our Product Team was able to reach out regarding the apps disappearing from your device. So sorry to hear about your screen now powering on after troubleshooting.

Thank you for reaching out to our Customer Support team to troubleshoot. It looks like your device had some water damage causing it to not power on. Our team was able to help place an order for a new device under your Extended Warranty plan per you request.

Thank you for working with us to get this resolved!

-Reagan

taborj

Hi @ReaganKowal,

Thanks for the follow-up, unfortunately the list of apps available remains the same - no YouVersion, no Setera, even @l3gi0n's Team Reach app doesn't show up. Unless there's something I'm missing, the list of apps available is grand total of 10 apps - weather, maps, 4 religious apps, a GoPro video editor, Sora, Chess, and Greenlight. That's it.

Where's the rest go?

Reagan - Gabb

Hello @taborj,

So sorry for the frustration or confusion with this. I'd love to help clarify! It looks like your line is on the Standard Plan. The Standard Plan includes the noted Parent-enabled Essentials Apps. Only the Advanced Plan includes the Gabb Reviewed Apps as shown in the photo below.

If you’d like to upgrade from the Standard Plan to the Advanced Plan, please follow these steps:

From a computer, log in at gabb.com/account
Scroll to the phone plan you want to change
Select Manage
Update your plan to Advanced

Hope this information helps!

-Reagan

taborj

Now that's interesting because not only was I pretty sure we were on the Advanced plan, but we used to have access to all those apps. So something changed, I just don't know what or why.

guystefani

Agree with taborj. Same thing happened to me where we had many apps downloaded including weather & maps and now they're gone. When i go to the app store online, i only see 8 apps available where i used to see many many more. I'm also on the standard plan. It seems to me the plans have changed and it's now costing more in order to get apps. So very not cool!

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