Support

Frequently Asked Questions

For general information, refer to the following links:


  • How do I access voicemail while roaming?


    Domestic & International
    Option 1: Calling voicemail from your mobile phone To call voicemail from your mobile phone, perform the following steps:
    • Press and hold the 1 key or dial 1-805-MESSAGE from your mobile phone. If dialing from another country, type a plus sign first (+ 1-805-MESSAGE).
    • Interrupt your greeting by pressing the Star (*) key.
    • When prompted, type your password. This is the password you selected when you first set up your voicemail.
    Option 2: Calling voicemail from a landline NOTE: You will be billed applicable long distance fees from the landline carriers in the area you are located. Family Mobile will not credit these landline charges.
    To call voicemail from a landline, perform the following steps:
    • Dial your mobile number from a landline. Deny the call on your handset or allow it to forward to voicemail.
    • Interrupt your greeting by pressing the Star (*) key.
    • When prompted, type your password. This is the password you selected when you first set up your voicemail.
    NOTE: If your handset is powered on and/or you are registered on another mobile company’s network, please be aware that call delivery fees will apply. To avoid these fees, power off your handset before calling your mobile number from a landline. Even then, it may take up to an hour for the mobile company to drop your registration.
    Option 3: Calling voicemail from a landline by dialing 1-805-MESSAGE NOTE: You will be billed applicable long distance fees from the landline carriers in the area you are located. Family Mobile will not credit these landline charges.
    NOTE: You will be required to type your mobile number.
    To call voicemail from a landline by dialing 1-805-MESSAGE, perform the following steps:
    • Dial 1-805-MESSAGE from a landline.
    • Type your 10-digit mobile number.
    • When prompted, type your password. This is the password you selected when you first set up your voicemail.

    ^ Top

  • How do I change my voicemail greeting?


    To change your greeting, from the voicemail main menu, press the 3 key, and then follow the voice prompts.


    ^ Top

  • How am I notified of a new voicemail message?


    For mobile phones, when a message is first received, a voicemail icon appears, indicating that new voicemail messages have not been heard. Once all of your voicemail messages have been heard, the voicemail icon will be automatically removed.


    NOTE: Voicemail icons are different on each device. To identify your device's voicemail icon, consult the user manual.


    ^ Top

  • How do I access and set up my voicemail for the first time?


    To set up voicemail for the first time, follow these steps:


    • Dial 123.
    • Press Call or Send.
    • Enter the last 4 digits of your mobile number as your voicemail password.
    • Follow the tutorial to set up your voicemail password and greeting.

    NOTE: If you decline to set up the voicemail password and/or greeting, the tutorial plays each time until you set up both the password and greeting. Therefore, it is best to activate both features during initial setup.


    ^ Top

  • What happens if I forget my voicemail password?


    • Contact Customer Service for assistance.

    NOTE: The voicemail Password will be defaulted to the last 4 digits of your mobile number


    ^ Top

  • What do I do if unanswered calls do not route to voicemail?


    • Cancel call forwarding on your handset by entering # # 004 # and selecting the place call button. (This resets the call forwarding to 805-637-7243.)

    ^ Top

  • How do I access my voicemail from a different phone?


    • Dial 805-637-7243 from the phone.
    • Enter your user name and password.
    • Follow voicemail prompts to listen to voicemail messages.

    ^ Top

  • What should I do if the voicemail system does not recognize the number options selected to retrieve my voicemail messages?


    • Refer to your user manual to modify the DTMF tones settings.
    • Enable Long as the setting.

    ^ Top

  • What do I do if I am unable to call my voicemail from my handset?


    • Verify that you have a signal and that you are able to make other calls.
    • If you are unable to make all calls, check Family Controls settings to ensure you haven’t reached a calling limit.

    ^ Top

  • How do I block adult Web content?


    Web Filter


    Web Filter lets the Primary Account Holder restrict adult (18 and over) Web content on your family’s phones. Web Filter is designed to prevent access to certain types of restricted content, but it's not foolproof. The Primary Account Holder should still monitor the content accessed and downloaded by users on their account. If you want to restrict access to Web content completely, you can turn the WebPak off for any or all lines on your account with the WebPak On/Off setting in the Prepaid WebPak section of myfamilymobile.com.


    You can turn Web Filter on via the myfamilymobile.com website as soon as your phones are activated and you have registered for online access.


    ^ Top

  • How do I check Family Mobile Coverage?


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


    ^ Top