Since a phone needs to upload a lot of information the first time Sprint Mobile Controls is installed, it may take us a while to collect everything and display it. Make sure the phone is on and has signal—both are required for this initial upload process.
If it's been a while and you still don't see any of your family member's information, Safely Family Utility may not be installed on your family member's phone. Safely Family Utility is an app that provides the behind-the-scenes magic that powers Sprint Mobile Controls and is required for the app to run properly. See It says I need to install Safely Family Utiity. How do I install it? for more information and how to instal Safely Family Utility.