Support

Information




  • Billing and payments overview


    Use this page to learn more about Family Mobile billing and making payments on your account.


    Family Mobile is a postpaid service, which means you are billed after you've used it, versus prepaying for service up front. Your first bill will be generated approximately two to three weeks after activating service, and you'll receive a text message notifying you of the amount due and your bill due date. Your bill will include the monthly recurring cost of your rate plan, any paid features, and applicable taxes and fees.


    One of the ways Family Mobile keeps costs low is by foregoing the cost of printing and mailing bills. You will not receive a paper bill in the mail, but you can view and print your bill from myfamilymobile.com.


    Family Mobile offers many payment options. We recommend AutoPay—it's convenient, easy, and you'll never miss a payment.


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  • Bill notifications


    When your bill cycle closes, you'll receive a text message confirming your amount due and due date. Approximately 4-5 days after your bill cycle closes, you'll receive another text message notifying you that your bill statement is available online. To receive these notifications in Spanish, contact Customer Service.


    Once you receive the text letting you know your bill is ready for viewing, you can also log into myfamilymobile.com to view and or print your bill details.


    If you'd like to receive your bill notifications by email, sign in to myfamilymobile.com and select the link for Profile from the top of the page.



    From your Profile page, see the section for Billing preferences, where you can select to receive notification of bill availability by email as well as text.



    From Billing preferences, you can also sign up for our recommended payment method, AutoPay.


    Note: Family Mobile does not send printed bills via mail. However, if you are signed up for AutoPay AND not signed up for email notifications, you will receive a printed bill.


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  • Cancellation of service


    Although Family Mobile is not a contract service, you must call Customer Service if you want to discontinue service and billing. Even if you stop using your Family Mobile phone, you will continue to be billed unless you notify us of your intent to cancel.


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  • Check amount due, due date or confirm a payment


    There are several ways you can keep track of the amount due and payment due date for your account, as well as to verify that your payments have posted:
    1. From your Family Mobile phone, type #BAL# (#225#) and then press Send.
      • Assuming bill information is available, your phone displays your current balance and due date.
      • Assuming a payment has been posted, your phone will also show the amount paid and the date posted.
    2. Dial 611 from your device. Enter your PIN when prompted, and a message will play summarizing your account specifics.
    3. Sign in to myfamilymobile.com. On the home page under Account Summary you can find your current balance. When a balance is due, the due date will also display to the left of the balance, along with confirmation of any payments received.




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  • Family Mobile charges and fees


    The rates for Family Mobile wireless service plans are as follows:


    Primary Line: $29.88*
    Additional lines (up to 5 per account): $24.88*
    *Customers who activated service prior to July 14, 2013 may have different service fees. Listed price does not include $10 Family Mobile 5 GB Data feature.


    One-time fees are charged for some actions performed on your Family Mobile account. If applicable, these fees may cause your bill to vary from month to month.


    • Mobile Number Change – If you decide that you want to change your mobile number for any reason, a $15 fee is charged to your account.
    • Restore from Cancellation – If your account becomes cancelled for non-payment, a $5 fee is charged to each line on your account to restore service.
    • Restore from Suspend – If your account becomes suspended for non-payment, a $5 fee is charged to each line on your account to restore service.
    • Over-the-Phone Payments to Customer Service – If you call a customer service representative to make a payment, a $5 fee is charged to your account.

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  • Find my account number


    To pay your bill at a Walmart store, you will need your account number. There are two ways you can find your account number:

    1. From your Family Mobile phone, dial #BAL# (#225#). Your account number will be displayed on your phone.
    2. Log in to myfamilymobile.com. Follow the steps below to locate your account number:
      • Under Account Summary, select See current/past bill details.
      • Refer to the first row of charges. The header will be Account with your account number listed underneath.

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  • First bill


    Family Mobile generates the first service bill approximately two to three weeks after activation. Since a full month of service hasn’t been used at that point, the first bill will reflect a lower monthly charge for your rate plan and any paid features. This is called “prorating” the bill.


    For example, if you activated on the 1st of the month, and we generated your bill on the 16th, the bill would cover 15 days of service. On a $40 rate plan charge, that would amount to $20 plus taxes . Your monthly bill covers all lines active on the account during the billing period, and each line would be prorated similarly, along with any paid features on your account. See Family Mobile charges and fees if you have questions on amounts charged.


    Future bills will reflect a full month of service, and will generally be higher than the first bill. Also, since Family Mobile is a postpaid service, taxes are calculated on top of the monthly recurring fees. This is in contrast to some prepaid wireless services, where taxes are built into the rates.


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  • Past due accounts


    If you miss a payment, your account becomes past due and may incur a service interruption. If left unpaid, past due accounts are eventually suspended and may be cancelled. Additional fees may be assessed to restore accounts from suspension or cancellation.


    Family Mobile cannot change the bill due date, or set up payment arrangements.


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  • Payment options


    There are several ways to pay your Family Mobile bill.


    1. *RECOMMENDED* Automatic payments (AutoPay) – With AutoPay, the amount due on your account is automatically withdrawn from your preferred method of payment each month, so you don’t have to remember to pay your bill or worry about missing a payment. You can set up AutoPay using a credit card, a debit card, or a checking account, and funds are deducted no more than 3 days prior to your payment due date. There are several ways you can register for AutoPay:
      • Ask for it when activating service at Walmart.
      • Ask for it when activating service over the phone with Customer Service.
      • Via the automated phone system. Dial by dialing 611 from your Family Mobile phone or call 1-877-440-9758.
      • Log in to myfamilymobile.com. Under your Account Summary, select the link to Set up automatic payments.


      Note: If you are signed up for AutoPay AND not signed up for email notifications, you will receive a paper bill.
    2. Pay at a Walmart store location – You can make a payment at the MoneyCenter or Customer Service desk inside any participating Walmart store in the U.S. You must provide your account number to pay at a Walmart store. To find a payment location near you, use the Store Locator.

      Payment posting timeline: Payments made at Walmart generally post within two hours, although payments made after 10pm Pacific Time may not post until the following day.

      Note: You cannot make payments with checks or credit cards at Walmart stores. There is also a processing fee of $0.88 for making a payment at a Walmart store.

    3. Pay over the phone – You can make a payment by calling 1-877-440-9758 or dialing 611 from your Family Mobile phone and pay via the automated system or by speaking to a Customer Service representative. All payments made via the automated system are free, but payments made via a Customer Service representative require a $5 processing fee.

      Payment posting timeline: Payments made over the phone with a Customer Service representative are posted within two hours. Payments made via the automated service (IVR) are posted in real time (within a few minutes of submission).

    4. Pay online – Log in to myfamilymobile.com to make a payment. Under Account Summary, click Pay bill.

      Payment posting timeline: Payments made online at myfamilymobile.com are posted in real time (within a few minutes of payment submission). You will need to log out and back in to see the payment reflected in your balance.


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  • View bill details and print copies of bills


    The most recent 12 months of bill statements are available to view or print at myfamilymobile.com. Each month you will be notified when your statement is available. Please allow 4-5 days from your cycle close date for your statement to be prepared and posted online.


    View Details


    If you would like to view the details behind your bill, log in to myfamilymobile.com. Under Account Summary, click See current/past bill details.



    Print Bill


    If you would like a printed copy of your bill, the most recent 12 months of bills are available to view and print at myfamilymobile.com. To print a copy of your bill, follow these steps:

    • Log in to myfamilymobile.com.
    • Under Account Summary, click See current/past bill details.
    • Locate the bill you want to view and then click See Bill.


    • At the bottom of the page, select Print format.


    • Select Print.

    Note: Family Mobile offers billing information in both Spanish and English. To view your online bills in Spanish, select Español from the top section of any page.




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  • Taxes


    All wireless service providers are legally required to bill customers for any applicable telecommunications taxes related to their wireless service, such as sales, use, excise, public utility, and emergency 911 taxes. Family Mobile collects and submits taxes to the appropriate Federal, state and local government agencies, as determined by the customer’s address.


    To see all the applicable taxes on your bill, log in to myfamilymobile.com. Under Account Summary, click See current/past bill details. From the bill details view, expand the plus sign next to the Taxes and Fees section.



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