Verizon FamilyBase® FAQs

Ways to sign in to FamilyBase:

• FamilyBase App: The FamilyBase app provides a single place to manage both usage and parental controls.
• My Verizon and the My Verizon app: Use My Verizon and the My Verizon app to set and manage usage controls.

Note: Currently parental controls isn't supported in My Verizon and on the My Verizon app.

In addition to the primary parent role, a second parent can also access FamilyBase. Just designate that second parent's line as an Account Manager or Account Owner in My Verizon.

As an Account Manager, the second parent role can access all the FamilyBase functionality by signing in to My Verizon. However, at this time, text and email alerts can only be sent to the first parent role.

The second parent can also use the FamilyBase app or mobile website from an Android® device or iPhone. Go to familybase.vzw.com from the device's internet browser to subscribe through the FamilyBase app, or download the FamilyBase app from the Google Play Store or Apple App Store.

Go to the FamilyBase Terms & Conditions page to see the full Terms & Conditions for this service.

You can unsubscribe from FamilyBase online or with the FamilyBase app.

• Online:
  
  • Sign in to My Verizon.
  • Click the Profile tab.
  • Click Remove FamilyBase.
• FamilyBase app:
  
  • Tap Settings from the Main Menu.
  • Tap Remove FamilyBase. (Note: This will redirect you to the My Verizon app.)
• My Verizon app:
  
  • Open the My Verizon app on your device.
  • Open the menu on the top left.
    
  • Tap Account.
  • Tap Add-Ons.
  • Select a line for the Parent line.
  • On the Your Add-ons tab, find FamilyBase and tap View.
    
  • Tap Remove.
  • Review the information and tap Remove again.

You've successfully removed FamilyBase.

To subscribe to FamilyBase on iPhone, download the FamilyBase Parent app from the Apple App Store. Once installed, follow the steps to sign up for the service. The first month of FamilyBase is offered for a 1-month trial period. The $4.99/month subscription charge will not be applied to your iTunes (or Verizon account) to download the app or use the service during the trial period.

After your trial period has expired (and every 30 days thereafter), you'll be prompted to renew your FamilyBase subscription. Each time you renew your subscription, your iTunes account will be debited $4.99.

If you signed up for FamilyBase using the Parent app on your iPhone, you'll be billed through your iTunes account. However, if you subscribed to FamilyBase prior to downloading the iPhone Parent app, you'll be billed on your Verizon account.

You're not able to switch your method of billing during the 1-month trial. However, if you'd like to switch from being billed by Verizon to being billed by iTunes, you can cancel the service at any time and subscribe through the iTunes app on your iPhone.

If you switch from iPhone to an Android device, you'll need to re-subscribe to FamilyBase from either a Verizon Wireless store or through Customer Service, and you'll need to reset any preferences or controls.

If you switch from Android to iPhone, simply download the FamilyBase Parent app from the Apple App Store, sign in and continue using the service. Billing for the service will remain on your Verizon Wireless account.

You'll see a charge and a credit for FamilyBase on your Verizon account when the service is billed via iTunes.

Apple requires this confirmation before renewing your subscription.

Yes. No matter which way you choose to subscribe to FamilyBase, you will receive the first month free.

Yes, the functionality is the same in both parent apps.

For assistance about charges to your iTunes account, please contact Apple. Verizon is unable to assist with questions regarding FamilyBase charges on your iTunes account.

If you don't renew your FamilyBase subscription by day 30 of your iTunes billing period, your FamilyBase service will be canceled. If you don't renew and your service gets canceled, you can still re-subscribe. If you re-subscribe, you'll need to reset your preferences and controls.

Verizon will send a free text message to your iPhone with a link to renew your subscription.

Unlike Android devices that use the FamilyBase Companion app, iOS devices use a Mobile Device Management (MDM) profile that enables parental controls features, like content filters, app blocking and pausing the internet. The MDM profile isn’t required for voice, messaging and data usage controls.

Yes. With the FamilyBase parent app installed on your iPhone, you can manage and monitor your child's device. If the FamilyBase Companion app or the iPhone Mobile Device Management (MDM) profile is installed on the child's device, you'll also have access to parental controls features, such as content filters, app blocking and pausing the internet.

There's no cancellation process during your 30-day iTunes billing period, because the FamilyBase monthly charge is automatically debited from your iTunes account when you renew the service. However, if you decide not to continue using FamilyBase after the current iTunes billing period, simply choose not to renew the subscription when prompted and it won’t renew.

Yes. If you have a current subscription to FamilyBase and are billed for the service on your Verizon account, you can download the parent app from the Apple App Store. Once the app is installed, you can sign in to continue using the service.

Note: You will not be prompted to subscribe again from the app.

Yes, you always have the option to re-subscribe to the service using the iPhone parent app or the Products & Apps page in My Verizon. If you re-subscribe using the parent app on your iPhone, billing for FamilyBase will be through iTunes. If you subscribe through My Verizon, billing will be through your Verizon account.

Call and text activity is available in the Activities Dashboard in FamilyBase. For step-by-step instructions, visit the How to Use Guide: FamilyBase.

No. When restrictions are applied to a device, text messages can't be delivered and calls won't connect on that phone. Because there won't be any activity permitted, you won't see any activity for that device in the FamilyBase Activity view.

No, FamilyBase doesn't include the ability to view the content of your child's text or multimedia (picture and video) messages.

Multimedia messages are listed in FamilyBase as picture messages. Timestamps for multimedia messages sent and received are based on the time they are received by our switches, which may not be the family member's local time.

Note: Standard Text and MMS messages sent and received on our network are displayed as text or picture message activities in FamilyBase. Contacts within third party messaging apps, such as Facebook® Messenger, aren't collected and reported.

No, FamilyBase shows who your child communicates with through text messages and calls, but it doesn't show activity on Facebook, Twitter or other social media apps. Facebook, Twitter and other social media apps are shown as app usage only (i.e., the amount of time spent using that app).

Within FamilyBase Activities, click the Edit School Hours or Edit Night Hours buttons to set up school time and night time for your child. For step-by-step instructions, visit our How to Use Guide: FamilyBase.

Texting activity is displayed in the Activities Dashboard in FamilyBase. For step-by-step instructions on how to see if your child is texting during school or after bedtime, refer to the Viewing When Your Child Texts section of our How to Use Guide: FamilyBase.

Device activity may not immediately show in FamilyBase.

• During the initial setup and device detection period, texts and calls may take up to 13 hours to appear within Activities.
• After the initial setup period, texts and calls will show within 2 hours after the call or text is completed.

If you've waited the appropriate amount of time and still aren't seeing activities as expected, please check the following:

• See if the child's device is showing that it's connected to the Verizon Wireless network.
• If you're using the FamilyBase app on your (i.e., the parent's) Android device:
  
  • Refresh the activity by going to Settings on your device.
    
    • Tap Apps.
    • Tap FamilyBase.
    • Tap Clear Data to refresh the activity.

FamilyBase only shows text message activity for messages that are actually received (i.e., opened) or sent by the child device. Messages that fail to send won't be reported. Messages from third party providers, such as iMessage®, will not appear in the message activities.

FamilyBase reports all texts and calls to and from your child's phone. These include short codes used by various services (some of which won't show in your child's messaging app because they're intercepted by other apps on the phone).

For example, certain email apps receive text messages from 6250, but these won't show in your inbox. Also, private or restricted numbers, for which the actual phone number isn't available, are often reported as negative numbers, such as -1, -2 and -3.

Alerts is an optional tool you can set up to notify you when there's activity on your child's phone that you may find concerning. For example, you can choose to receive an alert when your child sends a text message during designated school hours. Preferences for alerts can be set up on your FamilyBase Alerts page. For step-by-step instructions, refer to the Viewing Alerts and Alert History section of our How to Use Guide: FamilyBase.

You can also request to receive an email or text message every time there's an alert on your account. To set up email or text alerts, refer to the Managing Alerts and Notifications section of our How to Use Guide: FamilyBase.

By default, you'll receive the following alerts:

• A weekly email summary of your family members' phone activities
• A text message for the following actions:
  
  • Calls or texts to 911
    

As an option you can also choose to receive a daily summary of any or all of the following actions by email or text message:

• Calls or texts late at night
  
• Calls or texts with a contact on the Watchlist
  
• Calls or texts with an unknown contact
  
• Calls or texts to 911
  

For step-by-step instructions, refer to the Managing Alerts and Notifications section of our How to Use Guide: FamilyBase.

For step-by-step instructions, refer to the Viewing Alerts and Alert History section of our How to Use Guide: FamilyBase.

No, there isn't an option to turn off any minutes, text, data and purchase usage alerts that inform you when devices are approaching their targets and limits at this time.

Yes, you'll receive a free text message when the device is nearing a usage limit. Alerts are sent to the controlled device for the following reasons:

• Minutes - 15 minutes prior to reaching the voice usage limit
• Messaging - 15 messages prior to reaching the messaging usage limit
• Purchases - $3 away from reaching the purchase limit
• Data - When 50%, 75% and 90% of the data limit has been reached

Also, the Account Owner and the controlled device will receive a free text message alert when the controlled device reaches its minute, messaging, purchase and/or data limit.

If you've added alternate phone numbers or email addresses within FamilyBase Controls, these alternate contacts will also receive usage alerts.

This alert appears whenever your child's phone receives a text message or call from a number that's not in their phone's FamilyBase Contact List.

Generally, calls and texts from unknown contacts shouldn't be a cause for alarm. However, the unknown contact alert may indicate that your child has been interacting with someone new.

The goal of the contact list isn’t to mirror the child's address book exactly. Rather, it's used as a tool to provide parents with a view of their child's friends by associating names with as many phone numbers in the activity list as possible.

Yes, you can block up to 20 contacts from communicating with your child's phone. All calls, text messages and multimedia messages to and from blocked contacts will be prevented. You can block:

• Domestic phone numbers
• International phone numbers
• Email addresses
• All incoming calls from numbers listed as private, restricted or unavailable
• Outgoing calls to 411, 1411, #411 and *411 directory assistance

To block specific phone numbers or contacts, enter the phone number or email address as Blocked Contacts.

You may also want to get more information on blocking telemarketing calls using the National Do Not Call Directory from the Federal Trade Commission's Do Not Call website.

You can't block numbers that are within your own account or Trusted Contacts. You also can't block 911.

Watchlist contacts allow you to monitor your child's interactions with contacts in their address book. Whenever your child texts or calls a Watchlist contact, you'll be notified according to your alert preferences.

When a contact is added to the Watchlist, your child will receive a text message stating that calling and texting activity with this contact is being monitored.

To add a Watchlist contact:

1. Open the FamilyBase app on your device.
2. Select the line from the side menu.
3. Tap Activity.
4. Select the Contact from "all Activity".
5. Select the menu options in the upper-right corner.
6. Tap Add to Watchlist.

Add a contact to the Watchlist from the Contacts page in FamilyBase. For step-by-step instructions, refer to the Adding a Contact to the Watchlist section of our How to Use Guide: FamilyBase.

Trusted Contacts can include any of the following:

• 10-digit mobile or landline numbers
• International numbers
• Email addresses
• Instant messaging screen names
• Voicemail numbers (your own number)

Note: Voicemail access is restricted after the voice limit is reached and during time restrictions. You may want to add your own mobile number to the Trusted Contacts list to access Voicemail at all times. However, because voicemail usage is billable, this usage will be billed and won't be restricted if your mobile number / voicemail access number is added to the Trusted Contacts list. Communication between Trusted Contacts is always allowed and could result in overage. All minutes, data and messaging usage will be billed in accordance with your applicable wireless plan, feature or package.

Yes, you can restrict a device to only communicate with those you have designated as Trusted Contacts. To do this, first set up a 24/7 time restriction, and then set up your Trusted Contacts list.

Yes. For step-by-step instructions, refer to the Viewing Calls and Texts with a Specific Contact section of our How to Use Guide: FamilyBase.

A number on your Blocked Contacts list will still be blocked if the caller has enabled Caller ID Blocking, as long as the number is recognized by our network.

Also, if you've chosen to block all private, restricted and unavailable numbers on your child's phone, any caller using Caller ID Blocking will be prohibited from contacting your child.

Contact rank shows you which contacts your child communicates with most frequently by looking at the number of calls and texts with that contact. Contact ranks are calculated every 4 hours.

For step-by-step instructions, refer to the Setting Up Controls section of our How to Use Guide: FamilyBase.

No, this feature is included as part of your FamilyBase monthly subscription.

You can change the Controls settings at any time and as often as you'd like. The changes may take a few minutes to become effective.

When you first set up time restrictions, data limits and purchase limits on your child's device, you'll need to turn the device off and back on again after the Control is saved. This will allow the Control to become effective. You won't need to do this if you make changes in the future.

From the FamilyBase Profiles page in My Verizon, you can add additional family members who have lines on your account to FamilyBase (up to 10 lines per account), edit parent and child roles, and update nicknames for each child's phone.

For step-by-step instructions, refer to the Managing Nicknames section of our How to Use Guide: FamilyBase.

Yes, you can select different limits and controls for each device on your account. Modify the settings at any time from the FamilyBase Dashboard page in My Verizon. Data, minute and text limits, and Trusted Contacts can also be managed in the My Verizon app.

Time restrictions let you set specific times to limit activities on your child's device. This can help you ensure your child is being responsible with the use of his/her device after bedtime or during school, family meals or study time. Any messages sent to your family member during restricted times won't be stored for delivery after the time restriction ends.

You can set up time restrictions to:

• Stop calls. Your child will only be able to communicate with designated Trusted Contacts or 911.
  
  
• Stop messages from being sent or received. This includes messaging activities that are sent or received over the Verizon network as well as third-party apps, such as, Facebook and Twitter®. Your child will only be able to send or receive text and multimedia messages to and from designated Trusted Contacts. Any messages not controlled by FamilyBase will be allowed during time restrictions.
  
  
• Restrict data access. This includes the ability to download apps and content, and access the internet. All data services will be unavailable, except for the My Verizon app, Data Usage Meter, Verizon Cloud and multimedia messages to and from Trusted Contacts.
  
  Note: Restricting data access won't prevent access using a Wi-Fi connection.

You can set up to 10 restricted time periods for each device on your account. These time periods can start and end at any time, and they can be for any length (including 24/7).

Note: If you're traveling to a destination in another time zone, time restrictions aren't automatically adjusted to the new time zone. You must reset the restriction for the new time zone.

All activity will also show in the FamilyBase Dashboard in My Verizon. However, if you travel to a time zone other than the one identified by the Account Owner's current billing ZIP code, the text and calling activity won't be time stamped in the child's local time. The activity also won't reflect the child's local time in the parent's dashboard while the child remains in another time zone.

When your child tries to call or send a message to a contact that's not designated as a Trusted Contact, the call won't connect and the text message won't be delivered. Your child will receive a free text alert indicating that a time restriction is preventing communication with the contact at this time.

If your child tries to access data during a restricted time, the device will function as if it's in an area with no data service and the activity will be prevented. A device error message or network error message may appear stating, "network not available" or "no connectivity." Messages vary by device.

Your child might not receive a free text alert indicating the reason for this experience, because some apps are always allowed to access data. At this time, it's not possible to distinguish which apps would need to trigger these alerts and which shouldn't.

Time restriction settings may not immediately take effect on devices with "always on" data connections (e.g., smart phones). The first time you establish a time restriction, the controlled line's device must be powered off. Save the desired settings. After you've viewed the confirmation that settings have been saved, power the device back on. This ensures the settings will take effect.

You can do this through the FamilyBase app, if you’ve paired your child’s device by installing the FamilyBase Companion app (Android) or FamilyBase Mobile Device Management Profile (iOS).

For more information, refer to the How to Use Guide: FamilyBase.

In order to prevent overages, the data targets, minute, messaging and purchase limits shouldn't be set higher than your plan. Devices on your account will be billed for all usage, including any applicable overage charges.

If the minute, messaging, purchase and data limits are set lower than the current bill cycle usage, you may not utilize all the services you've paid for, depending on the settings you've selected for each device. The devices on your account will receive an alert when the limit has been reached, and your account will be billed for all usage, including any applicable overage charges.

Yes, you can set a limit for each of the following types of usage for each device on your account:

• Calling minutes
• Text and multimedia messages
• Data usage (e.g., browsing the internet, streaming music, downloading apps, etc.)

When setting a limit for a family member, you have the option to allow additional usage or restrict any further use after the limit has been reached. You'll also receive an alert when the family member is nearing their limit. Learn more about usage limit alerts.

If you have a plan with unlimited minutes and messaging, like the new Verizon Plan, you can still set a limit to control minute and messaging usage. However, limits for Wi-Fi aren't available at this time.

Note: Messaging with social networking providers will count towards the data limit. These include messages with anyone on Facebook and Twitter.

You can control voice usage by stopping additional calls until the next bill cycle. Once the limit is reached on your device, you won't be able to place or receive calls until the next bill cycle, except those to 911.

Note: If the call is to or from a Trusted Contact or other unrestricted numbers (e.g., 911), the call will always be allowed. You'll be billed for all minutes used in accordance with your plan.

Some messages don't count toward the messaging limit:

• Sending and receiving Premium Messages, which aren't currently restricted by FamilyBase
  
  
• Sending or receiving messages from third party messaging apps, such as iMessage
  
  
• f your messaging plan includes a bundle of Limited Messaging + Unlimited Mobile-to-Mobile Messaging, messages with other Verizon Wireless customers (mobile-to-mobile) won't count toward your limit

Note: If your messaging plan includes Unlimited Messaging and you've set up a messaging limit, all messages (including mobile-to-mobile messages and free messages) will count toward the limit and be restricted when the limit is reached.

There are 2 options for controlling data usage and alerts:

• Default - Allow additional data usage until next bill cycle
  
  • After the data target is reached, you'll still be able to access data on the device. Selecting this option will help you and others on your account monitor your data usage, but it won't prevent or restrict data access or use. This could result in data overage charges. All usage will be billed according to your data plan.
• Optional - Stop all data usage once the data target is reached
  
  • After the data target is reached, you may be prevented from using any app or service that requires data usage. There are some Verizon apps that require data usage, will count towards your target, and will continue to be allowed after the data target is reached. However, we won't charge you for accessing these apps, which can't be restricted. These apps include the My Verizon app, Data Usage Meter, Verizon Cloud and multimedia messages to and from Trusted Contacts.

The first time you establish a time restriction or a data target, or if you're making changes to your data target settings, your child's device must be turned off. After you save the settings in your FamilyBase account and view the confirmation that the settings have been saved, turn the device back on. This ensures that the settings will take effect.

Some apps require data usage that we don't bill you for, such as the My Verizon app and the Data Usage Meter. If you have a 3G device, the data usage from those apps will still count toward any data target that you set using FamilyBase. As a result, you may find that your actual data usage may be higher than your data target.

If you have a 4G LTE device, data usage from those apps won't count toward any data allowance that you’ve set using FamilyBase. You're still able to use those apps even after your data target has been reached.

Yes, you can set a spending limit in dollars for purchases of Verizon branded apps for each device on your account. Spending limits don't apply to third-party apps and services, such as Apple App Store, Google Play Store, and Amazon® Appstore. Check with the third-party app or service provider to find out if it offers or enforces its own spending limits.

The devices on your account will receive a free text alert when they're within $3 of the purchase limit. When the purchase limit for a device is reached, the Account Owner and the device will both receive a free text alert. If an alternate phone number or email address has been set up within FamilyBase, these individuals will also receive usage alerts.

When the limit is reached, the device will no longer be able to download or purchase Verizon-branded apps until the next bill cycle.

Purchases made through Mobile Web and the Media Store will be tracked and counted towards the purchase limit. However, features with monthly fees won't be tracked or counted towards the purchase limit.

Note: Purchase limits don't include data usage fees, monthly subscription fees or fees for certain data services and apps, (e.g., Family Locator, VZ Navigator® and Verizon Cloud). When a device purchases a subscription service, the Account Owner will be notified of this purchase by a free text message. Monthly recurring fees for subscription services won't be controlled by purchase limits. The free text message to the Account Owner may be delayed by a few hours from the time the device purchases the subscription.

Note: Purchase limits aren't compatible with devices using Media Store software version 3.0 and lower. You'll receive an error message when attempting to set up a purchase limit for the device.

No, FamilyBase can't block these types of services. However, you can block these specific services without any charge through the Blocks page in My Verizon.

The FamilyBase app lets parents monitor their child's wireless activities and lock their device on-demand.

The FamilyBase app is compatible with most Android devices (version 4.3+) as well as iPhone (iOS 9+).

The FamilyBase Companion app is required to use the parental controls features, such as content filters and app blocking. The Companion app isn't required for voice, messaging and data usage controls.

A Mobile Device Management (MDM) profile is used on iPhones to support parental controls features, such as content filters, app blocking and pausing the internet. However, the MDM profile isn't required for voice, messaging and data usage controls.

If your child removes or disables the FamilyBase Companion app or iPhone MDM Profile, you'll be alerted within 24 hours and get instructions for how to reinstall the Companion app or MDM Profile.

If your child continually removes the FamilyBase Companion app or MDM Profile to get around the content filters and app blocking, try using the 4G network time restrictions in FamilyBase to set times for appropriate phone use.

Yes, the FamilyBase Controls feature doesn't restrict phones on your account from calling or receiving calls from 911. If a phone on your account calls 911, calling restrictions set for that phone will be automatically suspended until the Account Owner re-establishes the settings for that line of service.

Note: when the Account Owner signs in to My Verizon, an alert will appear that contains the mobile number that called 911 and an option to reset FamilyBase Controls. If the Account Owner fails to reset the control, all voice restrictions will remain suspended for that line of service.

The capability to text 911 may be available in select markets. When a device on your account sends a text to 911 in a supported market, the device will be able to receive text replies back from 911. If it's not a supported market, the device will receive an automated reply that text to 911 service isn't available and the user will need to call 911 instead. If they call 911, any voice restrictions that are on the line will be suspended to allow a voice call back from the Public Safety Answering Point (PSAP). However, if the user doesn't call 911 after receiving the automated reply that text to 911 service isn't available, any voice restrictions that have been set for that phone will continue to apply.

Note: All voice, messaging and data usage will be billed in accordance with the applicable plan, feature or package.