Do not get the location from the kid's phone.
If the kid's location is not pinpointed, check the following:
1. Make sure that the kid's phone is on and charged, there are enough funds on the SIM card and Internet connection is on;
2. Make sure that Chat with Parents app is installed on the kid's device;
3. Run the Chat with Parents app on your kid's phone and if "Set up required" message appears at the bottom of the screen, click on it, and tap the "Allow" button each time;
4. After that, please, check whether the location is updating.
5. In case the problem still exists, please contact us via support chat providing with the screenshot of the app Chat with parents and child's phone model.