Verizon FamilyBase™ and Usage Controls

Monitor wireless activities and set usage limits and restrictions for each user on an account with FamilyBase or Usage Controls.
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FamilyBase® FAQs

[FAQs]

General Information
  1. What is FamilyBase?

    FamilyBase is a service to monitor wireless activities and set usage limits and restrictions for each user on an account. FamilyBase can help your children better understand how to use their devices responsibly and safely. The insights this service provides, presented in one simple dashboard, are especially helpful for parents or anyone who has multiple family members on the same account. You can also use FamilyBase to avoid unexpected overage charges for your own device or any other devices on your account.

    With FamilyBase, you can:

    • Gain insights into your children s wireless activities:

      • Calls -- Contacted number, call duration, date/time
      • Texts -- Contacted numbers, date/time
      • Apps* -- Name of app, date/time downloaded, hours of use per app
      • Contacts -- View by name* 
      • Receive email and/or free text alerts on activity and usage

    • Set up controls for each user, including:

      • Set time restrictions for when a device can t be used
      • Block contacts that you don't want your child to call or text
      • Create trusted contacts that can be communicated with anytime, except when the device is locked
      • Set limits on usage for data, messages, calls and purchases
      • Lock your child s phone on demand*


      For $4.99/month for your entire account, you can use this tool to monitor and manage when, how and with whom your children, or anyone on your account, communicates. We also offer a 1 month free trial to try out FamilyBase before you add the service to your account.

      *This feature requires a FamilyBase Companion app to be installed on your child s device.



    • How much does FamilyBase cost?

      FamilyBase costs $4.99/month for your entire account. There are no additional text or data charges.  

      Note: Each phone must have both a data and text plan with Verizon Wireless for FamilyBase to work properly.



    • How do I sign up for FamilyBase?

      To sign up, visit the FamilyBase website or download the mobile app from Google Play or the Apple App Store and follow the onscreen instructions.



    Compatibility with Plans, Features, and Devices
    1. Which plans and features are compatible with the FamilyBase service?

      FamilyBase is compatible with most Verizon Wireless plans, including:

      • Most MORE Everything plans
      • Nationwide plans
      • Mobile broadband plans
      • Global plans and features


      However, the service can t be used with the following:

      • MORE Everything 250 MB plan
      • Non-Nationwide plans such as America's Choice
      • Consumer Accounts with more than 10 lines
      • Business Accounts (with ECPD Profile)
      • Corporate Accounts
      • PTT (Push to Talk Feature) with the PTT feature active


    2. How does FamilyBase work with Global plans and features on your line?

      FamilyBase can be added to a line with a Global plan or feature. As long as the family member is within the Verizon Wireless coverage area, all FamilyBase functionality will work and your family member s activities will be viewable. However, if the family member is not within the Verizon Wireless coverage area, FamilyBase functionality will be limited.



    3. How does FamilyBase work when I’m traveling outside the Verizon Wireless coverage area on a CDMA network?

      While using voice services outside the Verizon Wireless coverage area but on the CDMA network, you may be prompted to dial the number you re calling a second time. FamilyBase will still work for monitoring and restricting calls to and from family members on your account.

      For messaging and data services outside the Coverage Area on a CDMA network, FamilyBase may work if the roaming partner s network settings are configured to work with Verizon s network. However, if the roaming partner s network settings are not configured to work with Verizon s network, FamilyBase messaging and data services won t work.  

      Note: While within the US, calls can be placed to and received from an international destination (a phone number with more than 10 digits). However, depending on your calling plan, this may require additional features to be added to the line, such as International Dialing.



    4. How does FamilyBase work when I’m roaming on a GSM network outside the United States?
      FamilyBase can be added to a line with a global plan or feature. However, FamilyBase voice, messaging and data services may not work when the user is roaming internationally.


    5. Will Family Locator work with FamilyBase?
      Yes, controlled lines on Family Locator can be located and will generate scheduled arrival and departure updates, except during restricted times set by the Account Owner or Account Manager within FamilyBase.

      Note: Family Locator and FamilyBase are separate features. They must be set up independently of one another with monthly service fees that are billed separately.


    6. Which devices are compatible with the FamilyBase service?

      FamilyBase works with most Verizon Wireless 4G LTE and 3G mobile devices. However, it's not compatible with:

      • Simple Internet Protocol (IP) devices Simple, low-level protocol devices for initiating interactive communication sessions between users
      • Verizon SureResponse devices
      • Static Internet Protocol addresses


    7. Is the FamilyBase service compatible with iPhone®?

      Yes, the FamilyBase Parent app is available for the iPhone; however, the companion (or child) app is not.

      Even though the child app is not available for the iPhone you can still monitor calling, text and data usage through the Parent app. However, you are not able to monitor app usage or lock their phone.



    8. Can I get FamilyBase for tablets?

      Yes, you can add FamilyBase to a tablet line. While there isn t a FamilyBase app for tablets, you can view your FamilyBase dashboard on a tablet by going to the FamilyBase website in your tablet's web browser and signing in with your My Verizon User ID and Password. You can also monitor and limit the data usage of any tablet on your account within FamilyBase Controls.



    9. Can I use FamilyBase if I only have one phone?

      Yes. While you won't be able to view the activity for your own phone, you can use all of the FamilyBase Controls, such as setting data limits. Just assign your phone as a parent role and you're ready to use controls.



    10. Can FamilyBase block calls to and from vanity numbers that translate to a phone number?

      No, FamilyBase can t prevent calls to and from services that allow you to dial vanity numbers that translate to a phone number, such as StarStar Me. If a blocked contact calls a phone on your account by dialing a vanity number, the call will connect. Similarly, if a phone on your account calls a blocked contact by dialing a vanity number, the call will connect. Vanity numbers can t be added to your Blocked Contacts or Trusted Contacts lists.

      However, FamilyBase will restrict calls to and from vanity numbers (and all other calls) during set time restrictions and after the calling limit is reached. Also, calls to and from vanity numbers will appear in the activity log for the phone on your account.



    Signing Up and Using FamilyBase
    1. After signing up, how do I sign in to FamilyBase?

      You can sign in to FamilyBase 3 different ways, from the:

      • My Verizon website
      • FamilyBase app on your mobile device
      • FamilyBase web page in your web browser


    2. I have a second parent on my FamilyBase account. How does that parent access FamilyBase?

      In addition to the primary parent role, a second parent can also access FamilyBase. You simply need to designate that second parent s line as an Account Manager or Account Owner in My Verizon. To set up another person as an Account Manager, log in to My Verizon and click Assign Account Managers under the Manage My Account tab on the menu to the left.

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

      The second parent role can also use the FamilyBase app or mobile website from an Android device, iPhone or basic phone.



    3. Where can I view the FamilyBase Terms & Conditions?

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



    Signing Up and Using FamilyBase with iPhone
    1. How do I sign up for FamilyBase via the iPhone Parent app?

      To subscribe to FamilyBase, 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 monthly 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 will be prompted to renew your FamilyBase subscription. Each time you renew your subscription, your iTunes account will be debited $4.99.



    2. How am I billed for FamilyBase if I have an iPhone?

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



    3. Can I switch my FamilyBase method of billing from Verizon to iTunes?

      You re not able to switch your method of billing during the 1-month trial. However, if you would 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 app on your iPhone.



    4. Can I keep FamilyBase if I change my device from an iPhone to an Android or vice versa?

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

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



    5. What charges will I see on my Verizon bill if I subscribed to FamilyBase from the iPhone Parent app?

      No charge for FamilyBase will appear on your Verizon account when the service is billed via iTunes. However, you will notice a FamilyBase line item on your bill to let you know FamilyBase is on your account although it hasn t caused a charge to be applied.



    6. Is my iTunes account automatically charged when I subscribe?

      When subscribing to FamilyBase from the iPhone Parent app, you will receive a 1-month free trial. As a result, you won t be charged for the service upon subscribing. However, when you renew your monthly subscription, your iTunes account will be debited $4.99.



    7. Why am I prompted to renew my FamilyBase subscription each month when billed via iTunes?

      Apple requires this confirmation before renewing your subscription.



    8. Do I still receive 1 month free if I subscribe to FamilyBase from my iPhone?

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



    9. Are the FamilyBase features the same on the Android and iPhone parent apps?

      The iPhone parent app currently doesn t have the following features:

      • View contact detail and list of installed apps for devices with the FamilyBase Companion App installed
      • A tutorial to install the FamilyBase Companion App


    10. Who do I call if I have a question about FamilyBase charges on my iTunes account?

      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.



    11. What happens if I don t renew my FamilyBase subscription in iTunes?

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



    12. How am I notified to renew my FamilyBase subscription in iTunes?

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



    13. If I have the FamilyBase parent app on my iPhone can I still manage, monitor and lock my child s Android device?

      Yes. With the FamilyBase parent app installed, you can manage and monitor your child s device. If the companion app is installed on the child s device, you ll also have access to additional capabilities such as being able to remotely lock their device and viewing contact detail and app usage.



    14. Is there a FamilyBase companion app available for the iPhone?

      The FamilyBase companion app is not currently available for the iPhone.



    15. Am I able to cancel my FamilyBase subscription if I m billed via iTunes?

      Because the FamilyBase monthly charge is automatically debited from your iTunes account when you renew the service, there is no cancellation process during your 30-day iTunes billing period. 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 the service will not renew.



    16. Can I use the FamilyBase iPhone parent app if I m billed for FamilyBase on my Verizon account?

      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 log in to continue using the service.

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



    17. Currently I use FamilyBase on my iPhone. How is the FamilyBase parent app for iPhone different?

      The existing FamilyBase parent experience on the iPhone is a mobile web experience and includes only the ability to view activity of a child line. In addition to providing activity detail, the FamilyBase parent app, when the companion app is installed, includes the ability to remotely lock the device, view app usage and view contact detail.



    18. I currently use the FamilyBase mobile web experience on my iPhone, can I delete the icon once I have installed the parent app?

      Yes. Once you have installed the FamilyBase parent app on your iPhone you can delete the original FamilyBase icon from your device screen.



    19. How do I download the FamilyBase parent app to my iPhone?

      To download the FamilyBase Parent app search for FamilyBase in the Apple App Store, select the app and download to install.
          
      Note: Prior to downloading the app, you ll be prompted to enter your iTunes password. Entering your iTunes password will not cause you to subscribe to FamilyBase nor debit your iTunes account for the service.



    20. I am currently subscribed to Verizon s Usage Controls Service. Am I able to download the FamilyBase parent app?

      Yes, if you are currently a Usage Controls customer you can download the FamilyBase parent app from the Apple App Store. However, in order to use the app, you will need to cancel your Usage Controls subscription first.  To do that, you ll need to contact us either on the web, at a retail store or through Customer Service.

      Note: We recommend you upgrade your Usage Controls service to FamilyBase prior to downloading the parent app from the Apple App Store.



    21. If I don t renew my FamilyBase subscription, can I later re-subscribe to FamilyBase?

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



    Monitoring Activity
    1. How do I see all of my family’s call and text activity with FamilyBase?

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



    2. Will I see blocked calls and messages for my child’s phone while FamilyBase Controls are activated on it?

      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.



    3. Can I use FamilyBase to see the content of my child’s text or multimedia messages?
      No, FamilyBase doesn’t include the ability to view the content of your child’s text or multimedia (picture and video) messages.


    4. With FamilyBase, how can I see if and when my child sent or received 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: Messages that are sent and received on our network are displayed as text or picture message activities in FamilyBase. Messaging activity through third party providers, such as iMessage®, can be monitored by FamilyBase and will display as app usage activities (amount of time app was in use). Similarly, FamilyBase Controls doesn’t restrict the use of third party services (e.g., Facebook® Messenger), except when the device is within a time restriction or locked by the on-demand lock.


    5. Can I use FamilyBase to see who my child talks to on Facebook or Twitter®?
      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).


    6. How do I change the School Hours or Late Night Hours in FamilyBase?

      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.



    7. How do I see if my child is texting during school or after bedtime with 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.


    8. How do I see what apps are installed on my child's device with FamilyBase?
      To see information about the apps your child has downloaded, your child needs to have a device that is compatible with the FamilyBase Companion app, and the app needs to be installed on your child’s device. Once the Companion app is active on your child’s device, refer to the Viewing the Apps on Your Child’s Device section of our How to Use Guide: FamilyBase.


    9. When is app usage reported with FamilyBase?

      FamilyBase detects and reports app usage based on the following criteria:

      • Your family member s device must have FamilyBase Companion app installed on it.
      • Your family member must be actively engaged by opening and using the app for usage to be detected.
      • The device s screen must be active for app usage to be detected (e.g., music playing in the background won t be reported as app usage).
      • App usage is not reported in real-time and will only be reported after an app is no longer in active use (e.g., if your child plays a game for an hour, the hour of usage won t be reported until your child stops playing the game).


    10. Why am I not seeing activity for one of my children in FamilyBase?

      Device activity may not immediately show in FamilyBase.

      If you re using the FamilyBase Companion app:

      • Texts, calls and app usage may take up to 15 minutes to appear
      • Contact and app names may take up to an hour to appear


      If you re not using the FamilyBase Companion app:

      • During the initial setup and device detection period, texts and calls may take up to 13 hours to begin showing 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 is connected to the Verizon Wireless network.
      • If you re using the FamilyBase app on your (i.e., the parent s) Android device:

      1. Refresh the activity by going to Settings on your device.
      2. Tap Apps.
      3. Tap FamilyBase.
      4. Tap Clear Data to refresh the activity.

       

      • If using the FamilyBase Companion app, check that the FamilyBase Companion app is installed on your child s device. If it is, tap the app in the device s app list to make sure it opens properly. If it doesn t open, uninstall and reinstall it on your child s device from Google Play Store.

       



    11. Why are some calls to my child’s phone not showing up in the Activity view in FamilyBase?

      Device with FamilyBase Companion app: FamilyBase reports attempted calls (i.e., unanswered, blocked or ignored) for devices that have the FamilyBase Companion app installed.

      Device without FamilyBase Companion app: FamilyBase will only show call activity for calls that have actually been answered or received.



    12. Why are some text messages sent to my child’s phone not showing up in the Activity view in FamilyBase?
      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. Also, messages from third party providers, such as iMessage, will display as app usage activities (i.e., amount of time app was in use).


    13. Why do I see a text message in FamilyBase that doesn't show in my child's messaging app?
      Not all text messages sent to your child's phone will appear in the messaging app, as some apps use text messages to communicate with the Cloud. FamilyBase will report all text messages regardless of whether it shows in your child's messaging app or not.


    14. Why do I see texts or calls from strange numbers such as “-2” in FamilyBase?
      FamilyBase reports all texts and calls to or 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.


    Using Alerts
    1. What are FamilyBase alerts?
      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 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 section of our How to Use Guide: FamilyBase.


    2. What alerts will I receive from FamilyBase?

      By default, you'll receive the following alerts:

      • A weekly email summary of your family members' phone activity
      • A text message for the following actions:

        • Calls or texts to 911
        • Lock overrides

      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
      • On Demand Lock overrides


    3. How do I manage my alerts in FamilyBase?
      For step-by-step instructions, refer to the Managing Alerts section of our How to Use Guide: FamilyBase.


    4. How do I see a history of past alerts in FamilyBase?
      For step-by-step instructions, refer to the Viewing Alert History section of our How to Use Guide: FamilyBase.


    5. Can the usage alerts in FamilyBase be turned off?
      No, there isn’t an option to turn off any usage alerts at this time.


    6. I’ve added minutes, messaging, purchase or data controls to a device on my account with FamilyBase. Can I be notified when that device is approaching its limit?

      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.



    7. With FamilyBase, can I change how I’m notified when a child overrides a phone lock?
      Yes, you can change how you’re notified when a child overrides a phone lock. For step-by-step instructions on setting up this alert, refer to the Setting Override Alerts section of our How to Use Guide: FamilyBase.


    8. I received an alert from FamilyBase saying that my child received a text or call from an “unknown contact.” What does this mean?
      This alert appears whenever your child’s phone receives a text message or call from a number that’s not in that 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.


    Managing Contacts
    1. Which contacts show up on the Contacts page in FamilyBase?
      Initially, the Contacts page shows the contacts from your child's address book* and any numbers with which your child’s phone has communicated. However, as you use the service, the goal of the contact list is not 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 to as many phone numbers in the activity list as possible.

      *Requires the FamilyBase Companion app to be installed on your child’s device.


    2. Can I block certain contacts with FamilyBase?

      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.



    3. Which contacts can I never block with FamilyBase?
      You can’t block numbers that are within your own account or Trusted Contacts. You also can’t block 911.


    4. What are Watchlist contacts in FamilyBase?
      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.


    5. How do I add a contact to the Watchlist in FamilyBase?
      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.


    6. Who can be a Trusted Contact in FamilyBase?

      Trusted Contacts can include any of the following:

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


      Note: Voice Mail access is restricted after the voice limit is reached and during time restrictions, so you may want to add your own mobile number to the Trusted Contacts list to access Voice Mail at all times. However, because Voice Mail usage is billable, this usage will be billed and won t be restricted if your mobile number / Voice Mail 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 plan, feature or package.



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


    8. With FamilyBase, can I see how often my child calls or texts a particular contact?
      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.


    9. With FamilyBase, can I see what contacts have been added to my child’s phone?
      Yes, you can see contacts that have been added to your child’s phone if it has the FamilyBase Companion app installed on it.

      For step-by-step instructions, refer to the Viewing Recently Added Contacts section of our How to Use Guide: FamilyBase.


    10. How does Caller ID Blocking impact the Blocked Contacts list in FamilyBase?
      A number on your Blocked Contacts list will still be blocked even 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.


    11. What is contact rank in FamilyBase, and how is it calculated?
      Contact rank shows you which contacts your child communicates most frequently with by looking at the number of calls and texts with that contact. Contact ranks are calculated every 4 hours.


    Setting Controls
    1. How do I set up the FamilyBase Controls feature?
      For step-by-step instructions, refer to the Setting Up Controls section of our How to Use Guide: FamilyBase.


    2. Is there a separate monthly fee to use the FamilyBase Controls feature?
      No, this feature is included as part of the FamilyBase monthly subscription.


    3. How often can I change my FamilyBase Controls settings?
      Changes to the Controls settings can be made at any time and as often as you 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.


    4. What can I do on the FamilyBase Profiles page?
      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.


    5. How do I change the nickname of my child’s phone in FamilyBase?
      For step-by-step instructions, refer to the Managing Nicknames section of our How to Use Guide: FamilyBase.


    6. Can I use FamilyBase to keep unwanted content from being delivered to devices on my account?

      No, but you can use Content Filtering. It s a free service available through My Verizon, to set restrictions on what content can be viewed on your child s device. Content Filtering uses age-based ratings to help parents set limits on the types of content their children can access.

      Learn more about Content Filtering and how to set it up on your account. You can also learn about free Spam Controls in our FAQs.



    7. Can I set different limits and restrictions in FamilyBase for each device on my account?
      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 My Verizon Mobile.


    8. Can I send text and multimedia messages to an email address when I have an active FamilyBase Control, such as a messaging restriction, on my device?
      You can send and receive text and multimedia messages to and from email addresses, but any messaging restrictions that have been set up will still apply to email addresses.


    9. What time of day can time restrictions be applied with FamilyBase?
      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 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.


    10. My child is traveling to another time zone. Will their activity still be displayed correctly?
      If your child has the FamilyBase Companion app installed on his or her device, time stamps for all SMS and Voice activity will reflect the child’s local time.

      All activity will also show in the FamilyBase Dashboard in My Verizon. However, if your child doesn’t have the Companion app installed and travels to a time zone other than the one identified by the Account Owner’s current billing ZIP code, 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.


    11. What time restriction settings are available with FamilyBase?

      Time restrictions let you set specific times when activities on your child s device are limited. 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 iMessage , Facebook , MySpace 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 My Verizon Mobile, Data Usage Meter, Verizon Cloud and multimedia messages to and from Trusted Contacts.


    12. What happens when my child tries to call, message or access data during a FamilyBase time restriction period?
      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 communications with that 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 won’t 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.


    13. Do FamilyBase time restrictions work with devices that have an "always on" data connection?
      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 settings and after you've viewed the confirmation that settings have been saved, power the device back on. This ensures the settings will take effect.


    14. How can I lock my child’s phone with FamilyBase?
      You can do this through the FamilyBase app if your child has a device that’s compatible with the FamilyBase Companion app.

      For step-by-step instructions, refer to the Locking Your Child’s Phone section of our How to Use Guide: FamilyBase.


    15. Can a family member answer calls or send and receive texts while their phone is locked?
      No, when your family member's phone is locked, you can’t call or text with that individual, even if you’re a Trusted Contact.


    16. Why isn't my child's phone locking with FamilyBase?

      After selecting Lock in your FamilyBase account, it may take a minute or two for the phone to lock.

      After a few minutes, if your child's phone still doesn't lock, please check the following:

      • Ensure the phone is powered on and has network connectivity. For example, if the phone is in airplane mode but connected to Wi-Fi, it won t lock.

      • Check the app list on your child s phone to see if FamilyBase Companion is installed. If it s not, download the app from the Google Play Store on your child s phone.

      • Make sure the phone hasn t been used to call 911 in the past 24 hours. If it has, the phone won t lock, as this would prevent emergency responders from contacting your child in an emergency. After 24 hours, the phone will be able to be locked, and any other established controls will need to be reset.


    17. What is an override in FamilyBase?
      If you lock your child’s phone, an override is an optional feature that allows your child to unlock it again.* Overrides aren’t enabled by default. To enable the feature, refer to the How to Enable Overrides section of our How to Use Guide: FamilyBase for instructions.

      With overrides enabled, an Override button will appear on your child’s screen when the phone is locked. After pressing the button, a confirmation will appear on the screen. If your child accepts the confirmation, the phone will be unlocked.

      You can choose to receive a text message or email alert any time an override is used on a locked phone. For step-by-step instructions on setting up these alerts, refer to the Override Alerts section of our How to Use Guide: FamilyBase.

      *Requires the FamilyBase Companion app to be installed.


    18. How do I enable overrides in FamilyBase?
      You can enable overrides on the FamilyBase Dashboard page. For step-by-step instructions, refer to the Enabling Overrides on Your Child’s Phone section of our How to Use Guide: FamilyBase.


    Managing Usage Limits
    1. How do my FamilyBase settings relate to my plan allowances?
      In order to prevent overages, the data, minute, messaging and purchase limits should not 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 services that you’ve paid for, depending on the settings that 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.


    2. Can I set a limit for minutes, messages and data usage with FamilyBase?

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

      • Anytime minutes
      • Mobile to Mobile minutes
      • Night & Weekend 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 his/her limit. Learn more about usage limit alerts.

      If you have a plan with unlimited minutes and messaging, like the Share Everything Plan, you can still set a limit to control minute and messaging usage.

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



    3. What are the FamilyBase options for controlling voice usage?

      There are two options for controlling calling usage and alerts are sent with both options:

      • Stop additional calls until the next bill cycle

        Once the Anytime Minute limit is reached on your device, you won t be able to place or receive calls. If a limit is set for Mobile to Mobile minutes or Night & Weekend minutes and these limits are reached on your device, you may also be restricted from placing or receiving calls to other Verizon Wireless customers or during Night & Weekend time periods.

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

      • Do not restrict additional calls

        Once the Anytime minute limit is reached on your device, you ll still be able to use the phone to place or receive calls. You ll be billed for all minutes used in accordance with your plan.


    4. What types of messages don’t count toward a FamilyBase messaging limit?

      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 IP-based messaging apps, such as Apple iMessage

      • If 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 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.



    5. What are the FamilyBase options for controlling data usage?

      There are two options for controlling data usage and alerts are sent with both options:

      • Default Allow additional data usage until next bill cycle

        After the data limit 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 limit is reached

        After the data limit 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 limit, and will continue to be allowed after the data limit is reached. However, we won t charge you for accessing these apps, which can t be restricted.  These apps include My Verizon Mobile, Data Usage Meter, Verizon Cloud and multimedia messages to and from Trusted Contacts.


    6. When setting a new data limit in FamilyBase, do I need to do anything on my child’s phone to ensure it takes effect?
      The first time you establish a time restriction or a data limit, or if you're making changes to your data limit 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.


    7. Why is my data usage higher than my data limit when I have selected to control data usage with FamilyBase?
      Some apps require data usage that we don’t bill you for. These apps include My Verizon Mobile, Data Usage Meter, Verizon Cloud and multimedia messages to and from Trusted Contacts. If you have a 3G device, the data usage from those apps will still count toward any data limit that you set using FamilyBase. As a result, you may find that your actual data usage may be higher than your data limit.

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


    8. Can I set a limit for purchases, such as game downloads, ringtones and Ringback Tones with FamilyBase?
      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 StoreSM, Google Play, 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 are within $3 of the purchase limit. When the purchase limit for a device is reached, the Account Owner and the device will 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.

      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.

      For devices with Media Store software version 3.0 or higher, purchases made from Media Store on the device will be counted toward the purchase limit. If the device has Media Store software version 3.0 or lower, purchase limits aren’t compatible and you’ll receive an error message when attempting to set up a purchase limit for the device.

      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.


    9. Can I block specific data services like ringtones, premium messages or games with FamilyBase?
      No, FamilyBase won’t block these types of services. However, you can block these specific services without any charge through the Service Blocks page in My Verizon.

      Learn more about Service Blocks.


    Using the FamilyBase App
    1. What is the FamilyBase app?
      The FamilyBase app lets parents to monitor their children’s wireless activities and lock their child’s device on-demand.


    2. Which devices aren’t compatible with the FamilyBase app?

      The FamilyBase app is compatible with most Android devices version 2.1 and higher as well as the iPhone (iOS 6, iOS 7 and iOS 8). However, the FamilyBase app isn t currently available for the devices listed below:

      MakeNameModel
      LGAccoladeVX5600
      LGCosmosVN250
      SamsungIntensity 2U460
      SamsungConvoyU640
      SamsungGustoSCH-U360
      CasioG'zOne Ravine 2 C781
      HTCDroid ErisADR6200
      HTCWindows Phone 8XHTC6690
      LGLucidVS840
      LGSpectrumVS920
      LGIntuitionVS950
      LGOctaneVN530
      LGOptimus ZoneVS410
      LGCosmos 3VN251S
      LGRevere 2VN150S
      LGExaltVN360
      NokiaLumia 928NOK928
      PantechHotshotCDM8992
      PantechJest 2TXT8045
      SamsungIntensity 3SCH-U485
      SamsungConvoy 3SCH-U680
      SamsungGusto 2SCH-U365
      SamsungATIV OdysseySCH-I930
      MotorolaCitrusWX445


      For devices that aren t compatible with the FamilyBase app, parents can still use their mobile web browser (familybase.vzw.com) to access FamilyBase.



    Using FamilyBase Companion App
    1. What is FamilyBase Companion?

      FamilyBase Companion is an app for your child's Android phone that provides additional insights and controls within FamilyBase, including:

      • On-demand lock for your child's phone
      • Access to view the apps installed and used on the phone
      • Access to view the contacts from the phone's address book


    2. What devices are compatible with the FamilyBase Companion app?
      The FamilyBase Companion app is compatible with most Android devices version 2.1 and higher. However, the FamilyBase Companion app isn’t currently available for the devices listed below.

      Note: Some functionality, such as on-demand locks, viewing app usage activity, and viewing the child’s address book contacts, may not be available for devices that aren’t compatible with the FamilyBase Companion app.

      MakeNameModel
      CasioCommando 4G LTEC811
      HTCDroid Incredible 2ADR6350
      HTCIncredible SLCDADR6300
      HTCIncredibleADR6300
      HTCDroid DNAHTC6435LVW
      HTCOne Max
      T6 HTC6600LVW
      LGAlly
      VS740
      LGVortex Black
      VS660
      SamsungGalaxy Nexus
      SCH-I515
      LGEnlighten
      VS700
      LGRevolution
      VS910
      AppleiPhone 5s
      ME341LL
      AppleiPhone 5c
      ME553LL
      AppleiPhone 4s
      MD227LL
      CasioG'zOne Ravine 2C781
      HTCDroid Eris
      ADR6200
      HTCWindows Phone 8x
      HTC6690
      LGLucid
      VS840
      LGSpectrum
      VS920
      LGIntuition
      VS950
      LGOctane
      VN530
      LGOptimus Zone
      VS410
      LGCosmos 3
      VN251S
      LGRevere 2
      VN150S
      LGExaltVN360
      NokiaLumia 928
      NOK928
      PantechHotshotCDM8992
      PantechJest 2
      TXT8045
      SamsungIntensity 3
      SCH-U485
      SamsungConvoy 3
      SCH-U680
      SamsungGusto 2
      SCH-U365
      SamsungAtiv Odyssey
      SCH-I930
      MotorolaCitrus
      WX445


    3. What happens if my child removes or disables the FamilyBase Companion app?
      If your child removes or disables the FamilyBase Companion app, you’ll be alerted within 24 hours and be provided instructions for how to reinstall the Companion app. When this occurs, FamilyBase won’t be able to detect phone activity between the time when the app is disabled or removed and the time when the alert is sent.

      If your child continually removes the FamilyBase Companion app to get around the on-demand lock feature, try using the time restrictions in FamilyBase to set times for appropriate phone use.


    4. Why isn’t FamilyBase Companion showing any activity?

      When you install and open FamilyBase Companion, it may take a few minutes for your FamilyBase account to detect that it s been installed.

      If you've waited a few minutes and are still experiencing the issue, please check the following:

      • Ensure your child s phone is turned on and has both data and text connectivity. For example, if the phone is in Airplane mode with Wi-Fi on, FamilyBase Companion won t be detected.

      • Verify that FamilyBase Companion was installed on your child s phone and that it opens properly when you select it from your child s app menu.


      If you have tried these steps and still aren t seeing activity, uninstall FamilyBase Companion, reinstall it on your child s device, and open it again.



    5. We’ve uninstalled the FamilyBase Companion app from my child’s phone or my child’s phone was off for a few days. Why is my child receiving unreadable text messages?
      On a few devices, after the FamilyBase Companion app is uninstalled, the device may receive free text messages from our server for up to 24 hours. These messages can be ignored and deleted.

      Below is a list of devices that may receive these server text messages in their messaging app:

      MakeNameModel
      HTCDroid Incredible 4G LTEADR6410L
      MotorolaDroid XMB810
      MotorolaDroid X2MB870
      MotorolaDroidA855
      MotorolaDroid 2 GlobalA956
      MotorolaRazr MXT907
      PantechBreakoutADR8995
      PantechMarauderADR910LVW
      SamsungFascinateSCH-I500
      SamsungContinuumSCH-I400
      LGEnlightenVS700
      LGRevolutionVS910
      MotorolaCitrusWX445


    911 Experience
    1. Can I use a phone controlled with FamilyBase to call or text 911?
      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.

      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, any voice restrictions that have been set for that phone will continue to apply.

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


    2. What happens when a phone controlled with FamilyBase calls 911?

      When a controlled phone dials 911, calling restrictions are automatically suspended until the Account Owner reestablishes the settings for that line of service. A free text message is also sent to the Account Owner stating that:

      • A phone on the account dialed 911
      • The FamilyBase Controls feature has been suspended and must be reinstated online in My Verizon


      When the Account Owner signs in to My Verizon, an alert will appear that contains the mobile number that dialed 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. All voice, messaging and data usage will be billed in accordance with the applicable plan, feature or package.



    3. What happens if a phone controlled with FamilyBase calls 911 while roaming in the United States?

      If a phone on your FamilyBase account places a call to 911 from the network of a carrier that Verizon Wireless doesn t have a roaming agreement with, it s not possible to provide callback capability from the Public Safety Answering Point (PSAP) to the phone. In these cases where the phone roams outside of the Verizon Wireless network, voice usage will only be soft stopped and won t be restricted in order to allow the PSAP to call the phone.

      Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions. Apple, iPhone, App Store and iMessage are registered trademarks of Apple Inc. Amazon Appstore is a trademark of Amazon.com, Inc. or its affiliates."SAMSUNG" is a trademark of SAMSUNG in the United States or other countries. Unauthorized use or duplication of these marks is strictly prohibited by law. Spectrum is a trademark of LG Electronics, Inc.



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