Issues with prescence sensors in mobile phones

I have challenges with my kids iphone 7. ST claim that they mobile phone is not present, even though it is prescent. It worked for a while, but then stopped working…

Any advise what I could do? I have tried to open teh app on the phone, but no luck… strange that it used to work and then stoppen on both phones.

Something to check if you haven’t already - make sure that security allowing SmartThings to know where they are under Settings has not switched back. These days iOS is asking the “Allow appXX to know your location” question more frequently even for apps that you’ve given permission to for years. Answer wrong and you lose presence in ST.

(Look under Settings - then Privacy/Location Services (which should be on) - then scroll down to SmartThings app and make sure it’s set to Always).

(You probably know this already, but I thought it was worth a try!)


Hey there! @Ankan, I completely understand your frustration with Mobile Presence not displaying the correct status.

AlecM is correct in suggesting to check your permissions on the Iphone 7 to ensure that ST is “Getting the location from that phone” is turned on.

Here is a troubleshooting article on setting up mobile presence: Use your phone as a mobile presence device

To Reset Mobile Presence, You simply toggle the option in the ST Settings to get the location from your phone to off and then back On.

If the symptom persists after a reset, I would recommend creating a Support ticket so we can look into your concerns further.

You can reach out directly to a support team in your area using the below information:
US: 1-866-813-2404
UK support 0333 0000333

I hope this message finds you well!


Thank you for your advice!

I tried to toggle off and on. And it looks as if it is working!

My son is saving data traffic, he tends to turn off roaming. But when he i reaches school he is within wifi reach. I guess this is making things complex. I looked at his phone (via device list), and it says it is not present.

I could be that the phone need to leave the home area in order for the phone to change status…


It would need to detect an Event of the phone location changing, specifically leaving the home Geo-Fencing Location that you have set.

You can additionally check your Geolocation Settings in the ST App for the best accuracy.

In the ST App > Select the (…) Three Dot Menu > Manage Location > GeoLocation > Ensure your radius is set and accurate for your location by following the on-screen instructions.

I’m glad that the Toggle reset was able to address the concern, I’d verify the Geolocation and you should be all set!

I hope this message finds you well!