Support

Information




  • New customer information overview


    Use this page to get familiar with Family Mobile service. Find out how to pay your bill, use the Extras Pack, find your account number, and more.


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  • My Account


    My Account is an application pre-loaded on some Family Mobile phones that provides self-help options. See Self-help options table below.


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  • Phone support


    You can use myfamilymobile.com to access support content for the Family Mobile phone you’re using.

    Just register on myfamilymobile.com to customize the page with the phone you’re using and you’ll see troubleshooting steps, user manuals, and how-tos for common scenarios specific to your phone.

    If you’re not using a Family Mobile phone, register via Other Phone. You may need to contact your phone’s manufacturer for phone support.


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  • Self-help options


    Family Mobile provides you with several different options to self service your account.

    Call Reason myfamilymobile.com Automated
    Phone System
    Short Codes* My Account**
    Activate a new account X      
    Activate additional lines X X    
    AutoPay registration X X    
    Billing and payments overview X X #BAL#
    (#225#)
    X
    Bill summary X      
    Extras Pack balance X X #999#  
    Extras Pack refill card redemption X X    
    Extras Pack refill X X   X***
    Make a payment X X   X
    Manage Family Controls X      
    Mobile number retrieve     #NUM#
    (#686#)
     
    Register for email bill reminders (paperless billing) X      
    Transfer existing phone number X X    
    Store locator X X    
    Update profile X      
    Usage detail X X #MIN#
    (#646#)
    OR
    #MSG#
    (#674#)
    X
    Resume from lost/stolen suspend   X    
    Support content and FAQs X X    
    Phone support including manuals and how-tos X      
    Temporarily suspend service for lost/stolen   X    
    View old bills X      

    * Short Codes may not work when roaming on another provider’s network.

    ** My Account is only available on some Family Mobile devices.

    *** Payment method must be previously used.


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  • Short Codes


    Short codes are quick and easy ways to access information about your account on your phone. To use the short codes listed below, enter the number then press SEND. Add short codes to your phone address book for easy retrieval.


    Function Short Code
    Activate call waiting *43#
    Balances (account number, account balance, due date, and last payment received) #225#
    (#BAL#)
    Check call waiting status *#43#
    Device IMEI number *#06#
    Deactivate call waiting #43#
    Family Mobile phone number #686#
    (#NUM#)
    Minute usage for current bill cycle #646#
    (#MIN#)
    Resets voicemail password #793#
    (#PWD#)
    Text message usage for current bill cycle #674#
    (#MSG#)
    Turn on/off voicemail password #796#
    (#PWO#)
    Used/Limit or No Limit for minutes, messages and downloads for Family Controls #326#

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