Support

Information




  • myfamilymobile.com overview


    Use this page to learn more about the valuable and time-saving content available on myfamilymobile.com!


    You can activate service and manage your account 24 hours a day at www.myfamilymobile.com. Your myfamilymobile.com support account allows you to:


    • View account balance and usage details.
    • View and print the 12 most recent bills.
    • Make a one-time payment via credit/debit/electronic check, or set up automatic recurring payments.
    • Manage your rate plan and/ or account features (when applicable).
    • View Extras Pack balance or refill your Extras Pack via credit/debit/electronic check or refill card.
    • Access support content for your Family Mobile service and or phone.
    • Add a line to an existing account.
    • Set limits and control access

    ^ Top

  • Change your myfamilymobile.com password


    Due to online security enhancements, you may be prompted to change your password if it doesn't meet the new standards.




    When changing your password, you'll be asked how you'd like to verify your account.



    ^ Top

  • Check Family Mobile coverage


    To check Family Mobile coverage in a specific location (such as your home or office), go to the Coverage Map and enter the address. We’ll show you street-level details of the coverage in the requested location.


    ^ Top

  • Set up an account


    1. To return to the login page, select the Home link at the top of this page.
    2. Select the Sign up button:


    3. Make sure your phone is nearby and turned on. In the field shown below, enter your 10-digit Family Mobile phone number and then select Send me a password.


    4. Check your phone for a text message containing your temporary password.
    5. When prompted, enter the temporary password and then select Next. Remember, passwords are case-sensitive.


    6. Temporary passwords are good for 72 hours only. If the temporary password has expired, you may need to request another. If that happens, go back to step 1 and repeat this process.
    7. If the temporary password is accepted, the next screen prompts you to create a permanent password. Follow the guidelines for password creation and save your password in a safe location for future use. Enter the password, verify the password, and then select Next to proceed.


    8. Select and answer security questions in case you need help accessing your account later.


    9. Enter your name and email address at the prompt, then select Next.


    10. Congratulations! You're ready to start managing your Family Mobile account.

    ^ Top

  • Temporary password


    The first time you log in to your My Family Mobile account you will use a temporary password sent to your device via text message. This text message protects your account security by ensuring that only the person with the device and SIM card can gain access.


    Retrieving the temporary password


    There are two ways to retrieve your password. Read the questions below and see which one applies to you.


    Did you recently activate service and receive a text message containing a temporary password? If yes, then follow these steps:


    1. To return to the login page, select the Home link at the top of this page.
    2. Follow the process described above in the article "How do I set up an account?" The text was already sent, so you won't need to wait to receive it.

    Did you request a password reminder via this site or from Customer Care? If yes, then follow these steps:


    1. To return to the login page, select the Home link at the top of this page.
    2. To sign in to your account, enter your phone number and the password you received by text message:



    ^ Top

  • Unable to remember password


    If you've forgotten your myfamilymobile.com password, don’t worry! To request a password reminder, just follow these steps:


    1. To return to the login page, select the Home link at the top of this page.
    2. Select the Forgot your password? link:


    3. When prompted, enter your 10-digit phone number in the field. Follow the example and don't enter any spacing or non-numeric characters in the field. (See Example for reference.)
    4. When complete, select Send my password.


    5. Check your phone for a text message reminder of your password.
    6. If you do not receive a text message within two hours, repeat Steps 1 through 5 again. If you still do not receive a text message, or don't have your phone available to retrieve the text message, contact us.

  • ^ Top

  • Unable to log in due to too many attempts to sign in


    To protect your account information, we lock your account after several attempts to log in with an incorrect password. If your myfamilymobile.com account has been locked, contact Customer Service to have your account unlocked.


    ^ Top