First: this is normal
YouPoint updates location sparingly: often on the move, rarely when someone is at home or staying in one place. So “20 min ago” while someone is at home is perfectly normal.
Need to know right now? Tap “Where are you?” on the person's card — the request goes to their phone and the answer will be fresh.
1. The phone is off, flat or offline
The location will update on its own as soon as the phone is back online. That's why YouPoint says “the phone hasn't updated its location” rather than “connection lost”: it's the phone that's quiet, not the person.
2. “Allow all the time” is not enabled
Without it, the location only updates while YouPoint is open. How to turn it on — Location “all the time”.
3. The phone put YouPoint to sleep
Battery saving can stop apps in the background — especially on Samsung and Xiaomi. How to turn it off — Don't let YouPoint sleep.
“Maximum power saving” or “Ultra” mode stops almost all background apps — the location won't update in it.
4. “Background updates” is off in YouPoint
On that person's phone: “Profile” → “Background updates”. If it's off, the location only updates when the person opens the app. That's their choice.
5. The person chose what to share
In “Profile” → “What others see about me” everyone decides for themselves:
- Just “all good” — family sees they're fine, but not where they are;
- Show nothing — no location at all.
This isn't a fault, it's privacy: it works as intended.
6. “Hide me now” is on
The location isn't shown until the person turns it back on. For a child, a teen or an elderly person — at most one hour, then everything comes back on its own and the family gets a notification.
7. Location is switched off on the phone
Swipe down from the top of the screen and tap the Location icon so that it lights up.
How to find the cause quickly
- On that person's phone: “Profile” → “Device status” shows what's missing, with buttons to turn it on.
- An adult in the family sees “Phone is missing settings” on the person's card — what exactly is off and how to fix it.
Still stuck? Write to us — tell us the phone model and what you see on the map.