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Support

General FAQs

For general information, refer to the following links:
  • Back up data on Android devices


    Turn off Automatic Backup


    Android can automatically back up your settings. However, if you automatically back up and restore your settings when you perform a reset it can cause any problems to return. Family Mobile recommends that you turn off this feature.


    1. From the Home screen, press the Menu key.
    2. Tap Settings.
    3. Tap Privacy.
    4. Tap the Back up my settings check box to clear it.
    5. Tap OK.
    6. Make sure there is no check mark in the Back up my settings check box.

    Record & Sync Accounts


    Make sure you know the Google account on the device, you remember the password, and that you back up your data.


    1. From the Home screen, press the Menu key.
    2. Tap Settings.
    3. Tap Accounts & sync.
    4. Look for a Google account that is synchronized here, as well as any other email addresses. Write down these accounts so that you can use them after the master reset.
      Note: If you do not know your password go to www.google.com/accounts/recovery from a computer
    5. Touch Sync all button to back up your synchronized data.
    6. After the reset sync your phone to your accounts to restore contacts and other items stored on them.

    Contacts


    Make sure your contacts are back up, and not just sorted in your phone memory.


    1. From the Home screen, tap the All apps button.
    2. Tap Contacts or People.
    3. Press the Menu key.
    4. Tap View or Display options.
    5. View the number next to Phone(_).

      If it says Phone (0), then you have zero contacts stored on the phone. You backed up all your contacts when you synchronized your Google and Exchange ActiveSync accounts. Skip to the next set of options.

      If it says Phone (1), or higher, then you have contacts that will be lost unless you back them up. You can:

      • From a computer go to Gmail.com and enter your contacts.
      • Export contacts:
      1. Press the Back key to return to the Contacts list.
      2. Press the Menu key.
      3. Tap Import/Export.
      4. Tap Export to SD card.
        Note: Only Android 2.1 and newer can back up to the SD card. For older versions of Android you can select Export to SIM card, but this may lose contact information. Alternately, you can download a non-Family Mobile application in the Android Market/Google Play Store that can back up your contacts. Family Mobile does not support these applications, but you can contact the developer for help.
      5. After the reset you can access this menu to import your contacts from the SD card.

    Calendar


    Calendar items are saved on the servers of Google or your Exchange account. After the sync instructions you can check they are backed up. You do not need to back it up.


    Email


    Email is stored on the servers of the email provider, not on the device. Downloaded email attachments are stored on the memory card. You do not need to back it up.


    Check for any saved drafts of email and send them before the reset because they may be erased.


    Text Messages (SMS) & Picture Messages (MMS)


    Android does not back up your text messages (SMS) and picture messages (MMS).
    Note: There are non-Family Mobile applications in the Android Market/Google Play Store that can back up your messages. Family Mobile does not support these applications, but you contact the developer for help.


    It is recommended that you do NOT restore the messages after the reset. Having many messages can cause phone problems.


    Applications


    Android Market/Play Store Free Applications Android Market/Play Store Paid Applications Amazon Appstore All Applications
     

    Free apps do not appear in the Android Market/Google Play Store automatically. You either need to:

    • Before the reset, write down all your free application names so you can search for them in the Android Market/Google Play Store later.

    OR


    1. After the reset, on a computer go to market.android.com
    2. Click My Android Apps.
    3. Click the names of your applications and click the Install button.

    Paid applications are already saved to your Google account. You can:


    1. After the reset, open Android Market/Google Play Store.
    2. Press the Menu key.
    3. Tap My apps.
    4. Tap your apps that show as Purchased to install them.

    If you use Amazon Appstore, it saves all your free and paid Amazon downloads on your account. You can:


    1. After the reset, install the Amazon Appstore app again.
    2. Sign in to your Amazon account.
    3. Follow the prompts to reinstall the apps.

    If the app stored data (saved games, high scores, memos, preferences, etc.) are on:


    • The memory card, then the data will be saved.
    • The phone memory, then the data will be lost.
      Note: There are non-Family Mobile applications on Android Market/Google Play Store that can back up your app data. Family Mobile does not support these applications, but you can contact the developer for help.

    Media


    Android saves your media (pictures, photos, videos, music) on the memory card. It will be saved.


    Memory Card


    Some Android devices give the option to erase the contents on the memory card. In most cases this is not necessary. We advise you not to erase the memory card unless it is completely necessary, because it contains most of your information.


    You may choose to erase the memory card if you think that an application has stored corrupted information on it.


    1. Connect your phone to a computer with a USB cable.
    2. When the computer shows a Removable disk popup, select Open folder to view files.
      Note: If the computer does not show the phone as a drive, then pull down the Notification bar and change the USB connection type to Disk drive.
    3. Copy all the files from your memory card to a folder on your computer.
    4. After the reset, you can do the same thing to move them back. Do not copy any files back to the memory card if you suspect that they are corrupted or the problems will return.

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  • BlackBerry restrictions


    BlackBerry devices can be used on Family Mobile accounts for voice and text messaging (SMS) only. Features associated with Extras Pack, such as web access, content downloads, picture messaging (MMS), and email do not work due to specialized data provisioning, which is not supported.


    NOTE:You can browse the web using the web2go browser, if using a T-Mobile device. However, the BlackBerry browser will not work.


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  • Change weather settings on Android devices


    To add and remove cities from the Weather application or change other settings, follow these steps:


    Add a city


    1. From the Home screen, tap the All programs button.
    2. Tap the Weather icon.
    3. Tap the + button in the lower right.
    4. In the text field, enter the city name.
    5. In the list below the text field, tap the desired city. You can add up to 15 cities.

    Delete a city


    1. From the Home screen, tap the All programs button.
    2. Tap the Weather icon.
    3. Press the Menu key.
    4. Tap Delete.
    5. Tap the X next to each city to delete.
    6. Tap Delete.

    Set time between updates


    1. From the Home screen, tap the All programs button.
    2. Tap the Weather icon.
    3. Press the Menu key.
    4. Tap Settings.
    5. Tap to select (turn on) or clear (turn off) the Update automatically check box.
    6. Tap Update schedule.
    7. Tap a schedule.

      Every 1 hour

      Every 3 hours

      Every 6 hours

      Every 12 hours

      Once a day

    8. Press the Home key to return to the Home screen.
      Note: If the weather does not update as scheduled, troubleshoot the data connection.

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  • Definition of non-Family Mobile or gray market devices


    Non-Family Mobile or gray market devices are categorized as:


    • Any unlocked GSM handset sold by other service providers, including international providers.
    • Devices with unsupported software, including rooted Android devices
    • Phones purchased directly from equipment manufacturers
    • Phones with a logo, startup screen, or brand identification that is not Walmart Family Mobile
    • T-Mobile devices

    All Non-Family Mobile or Gray Market Devices must be unlocked by the previous carrier or manufacturer in order for them to work on your Walmart Family Mobile account.


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  • Internet and Picture Messaging (MMS) settings


    To ensure that you can use all of the functions of your device on your Walmart Family Mobile account, you might need to first ensure that your Internet and Picture Messaging Settings are set up correctly. To determine where in your device to verify these settings, please refer to your user manual or the manufacturer’s website.


    To enter these settings into an Android device, click here.


    Standard Settings


    MMSC http://wirelessfour.mmsmvno.com/mms/wapenc
    APN web.omwtoday.com
    SMSC +12063130004

    Advanced Settings


    DNS Adresses
    West DNS
    Primary: 216.155.175.40
    Alternative: 216.155.175.41
    East DNS
    Primary: 216.155.175.170
    Alternative: 216.155.175.171
    Central DNS
    Primary: 216.155.175.105
    Alternative: 216.155.175.106
    Gateway IP
    Primary
    216.155.165.050
    Port = 8080
    Secondary
    216.155.165.051
    Port = 8080
    Authentication
    N/A
    Normal
    Header Compression
    N/A
    No
    Proxy
    N/A
    216.155.175.188
    Port = 8080
    Dial-up Number
    N/A
    *99#

    Check mobile network settings and reset APN on Android devices


    1. From the Home screen, press the Menu key.
    2. Touch Settings, Wireless & Networks, or Wireless Controls.Note: Actual option name depends on software version.
    3. Verify that the Airplane Mode or Flight Mode check box is cleared.
    4. If you see a Mobile Network check box, verify it is selected.
    5. Touch Mobile Networks.
    6. If you see a Data EnabledDOC-7966 check box, verify it is selected.
    7. If you see the following check boxes, verify they are selected:

      Data Enabled

      Use Packet Data

      Data Roaming.
      Note: This incurs charges if you roam internationally.

    8. Touch Access Point Names or APNs.
    9. Press the Menu key.
    10. Touch Reset to default.
  • Press the Home key.
  • Test the data connection and access the web to verify it is working correctly.
  • If these steps did not resolve the issue and you still cannot access the web, proceed to Verify and update the APN settings.

  • Verify and update the APN settings


    1. From the Home screen, press the Menu key.
    2. Touch Settings.
    3. Touch Wireless & Networks or Wireless Controls.
      Note: Depends on software version.
    4. Touch Mobile Networks.
    5. Touch Access Point Names or APNs.
    6. If there is a T-Mobile APN, touch it. If not, press the Menu key, and touch New APN.
    7. Verify and update the following settings for the Data APN:

      Name: T-Mobile

      APN: web.omwtoday.com

      Proxy: <Not set>

      Port: <Not set>

      Username: <Not set>

      Password: <Not set>

      Server: <Not set>

      MMSC: http://wirelessfour.mmsmvno.com/mms/wapenc

      MMS proxy: <Not set>

      MMS port: <Not set>

      MMS protocol: WAP 2.0 (Most devices do not have this field)

      MCC: 310

      MNC: 260

      Authentication type: <Not set>

      APN type: <Not set> OR Internet+MMS (depending on software version)

    8. Press the Menu key.
    9. Touch Save.
    10. In the list of APNs, delete all others that appear..
      Exception: Do not delete the FOTA APN.
      To delete an APN, follow these steps:
      1. Touch the APN you want to delete.
      2. Press the Menu key.
      3. Touch Delete APN.
    11. Verify there is a circle next to the remaining APN to indicate it is activated.
    12. Perform a soft reset.
    13. Test the data connection and access the web to verify it is working correctly.

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  • Sidekick restrictions


    Due to the specialized data required to use a Sidekick, Sidekick devices do not work on Family Mobile accounts.


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  • Who do I contact for device-specific support?


    Walmart Family Mobile Customer Service is here to support you if you need assistance troubleshooting network or feature issues. However, if you are in need of device-specific support, please contact your device manufacturer.


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