Verizon Smart Family™ FAQs

General Information

  1. What is Verizon Smart Family?

    Verizon Smart Family is the simple way to manage kids' smartphone* use from 1 app, with:

    • Content Filtering
    • Call, text and purchase monitoring and limiting
    • Contact management
    • Internet pausing
    • Location services (Verizon Smart Family Premium)
    • Verizon Smart Family is $4.99/month per account.
    • Verizon Smart Family Premium (includes location services) is $9.99/month per account. Try it free for 1 month.

    *Only smartphones are currently supported.

  2. Who is eligible to get Verizon Smart Family? What plan do I have to have?

    Verizon customers who have accounts with 10 or fewer lines can get Verizon Smart Family. Accounts with more than 10 lines, business and prepaid accounts aren’t eligible.

    You can sign into My Verizon to find out if you have a compatible plan.

  3. How do I sign up for Verizon Smart Family?

    To add the Verizon Smart Family (Parent) App and Companion App:

    Smart Family (Parent) App Companion App
    1. Go to Google Play or the Apple App Store and search Verizon Smart Family.
    2. Download the app to the parent device.
    3. Sign in to Verizon Smart Family using your Verizon user ID or mobile phone number and account password.
    4. Subscribe to Verizon Smart Family Premium or Verizon Smart Family.
    		 Note: The Verizon Smart Family (Parent) App must be installed on the Account Owner's line prior to downloading the Companion App. The account must be subscribed to Verizon Smart Family. 
    1. Download the Companion App from the Google Play or Apple App Store on to the child device.
    2. Start the app service and begin pairing. 

    You also can add Verizon Smart Family Premium and Verizon Smart Family using My Verizon (desktop) or the My Verizon App:

    My Verizon My Verizon App
    1. Sign in to My Verizon.
    2. Scroll down from your account overview and select Manage Products & Apps.
    3. Click the Get Product tab.
    4. Scroll down to Verizon Smart Family.
    5. Click Get it now.
    6. Proceed with flow.

    Note: You must download the Verizon Smart Family App to their device from the Google Play or Apple App Store.
    1. Sign in to the My Verizon App.
    2. Click the Menu bar in the top left corner.
    3. Click Account.
    4. Scroll down to Add-Ons.
    5. Find and select the account owner's line.
    6. Click the Peace of Mind tab.
    7. Scroll down and click View Verizon Smart Family.
    8. Click the desired tier.
    9. Proceed with flow.

  4. How do I change my subscription from Verizon Smart Family to Verizon Smart Family Premium?

    To change your subscription:

    1. Open the Verizon Smart Family app on your Parent device.
    2. Navigate to the menu.
    3. Tap Settings.
    4. Tap Account details.
    5. Tap Subscription.
    6. Select the subscription plan you'd like to change to.
    7. Tap Save.

    You've successfully upgraded your Verizon Smart Family subscription.

  5. How do I unsubscribe from Verizon Smart Family?

    To unsubscribe from Verizon Smart Family:

    1. Open the Verizon Smart Family app on your Parent device.
    2. Navigate to the menu.
    3. Tap Settings.
    4. Tap Account details.
    5. Tap Subscription.
    6. Tap Cancel Subscription.
    7. Follow the onscreen instructions to cancel your subscription.

Compatibility with Plans, Features and Devices

  1. What operating system (OS) versions are compatible with the Verizon Smart Family?

    In order to use Verizon Smart Family, all compatible devices must run one of the following OS versions:

    • Android® devices (5.0 and newer)
    • iOS devices (10.0 and newer)

    Visit the Operating System FAQs for more information.

  2. What devices are supported by Verizon Smart Family?

    Verizon Smart Family works with most Verizon Wireless 4G LTE and 3G mobile smartphones.

    It's not compatible with:

  3. What Verizon Smart Family features are available without downloading the Smart Family Companion app on my child's device?

    Even without the Verizon Smart Family Companion app installed on your child's device, you can:

    • View call and text activity
    • Set time of day restrictions
    • Set data restrictions
    • Set text, call and purchase limits
    • Get access to devices network location
      Note: Network location accuracy may vary up to a few miles.

    However, you'll need to pair the Verizon Smart Family app on your device with the Verizon Smart Family Companion app on your child's device to:

    • Set content filters
    • Pause internet access
    • Locate family members and set location alerts with the best location accuracy

Signing Up and Using Verizon Smart Family

  1. How do I know my child won't remove the Smart Family Companion app?

    The Verizon Smart Family Companion app requires the child to enter a specific code in order for it to be removed from their device. This code can only be retrieved from the Parent device.

    If the Verizon Smart Family Companion app is removed, a tamper error will immediately be sent to the Parent as a text message and displayed on the child's Dashboard in the app.

  2. Can I use Verizon Smart Family to locate a device that's not on my Verizon Wireless Plan?

    No, only members of your Verizon Wireless plan can be added as Child lines to your Verizon Smart Family account.

  3. Will changing my phone number or a device also change my Verizon Smart Family service?

    Yes. If you change the phone number of your Parent device, your Verizon Smart Family account will be suspended and you'll need to re-register for the service.

    If your child changes their phone number, they'll be removed from your Verizon Smart Family account. However, you can re-add them using the following steps from the Parent device:

    1. Open the Verizon Smart Family app on the Parent device.
    2. Tap the menu.
    3. Tap Settings.
    4. Tap Family Settings.
    5. Tap Add family members to Smart Family.
    6. Select the Child's new phone number, then tap Save.

    You've successfully re-added a child's device to your Verizon Smart Family account.

    If the child changes their device, you'll need to pair the Smart Family Companion app on the new device to your Verizon Smart Family account.

  4. Can I set up a second Parent device on my Verizon Smart Family account?

    Yes, you can set up a second Parent device using the current Parent device.

    1. Open the Verizon Smart Family app on the current Parent device.
    2. Tap the menu.
    3. Tap Settings.
    4. Tap Family Settings.
    5. Select the Family Member you'd like to make the second Parent.
    6. Tap Role.
    7. Select the role you'd like to assign to this contact, then tap Save.

    You've successfully set up a second Parent device on your account.

  5. How can I access and manage my Verizon Smart Family account?

    You can manage your Verizon Smart Family account online in My Verizon, in the My Verizon app or the Verizon Smart Family app.

    However, Verizon Smart Family Premium location features are only supported by the Verizon Smart Family app.

  6. How do I add Family Members to my Verizon Smart Family account?

    Before you can add a Family Member via the Smart Family app, you must first assign their number as a child or parent via the My Verizon app or website. Once they've been assigned via My Verizon, you can add Family Members using the Verizon Smart Family app on your device.

     

    1. Open the Verizon Smart Family on the Parent device.
    2. Tap Settings.
    3. Tap Family Settings.
    4. Tap Add family member.

    You've successfully added a Family Member to your account.

Activity

  1. Can I view the content of the text messages that my child sends and receives?

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

  2. Will iMessages® show up in my child’s daily Activity log?

    No, Verizon Smart Family doesn't show messages from third party providers, such as Apple® iMessage.

Limits

  1. What activity is limited when a Time Limit is in effect?

    During a Time Restriction, the child won’t be able to call, text, connect to Wi-Fi or use cellular data.

    For more details, navigate to Limits > Time Restrictions > More Info.

  2. How are Data Targets measured?

    Data Targets are measured in GB per month.

  3. How are Purchase Limits measured?

    Purchase Limits are measure in dollars per month.

  4. How are Call Limits measured?

    Call Limits are measured in minutes per month.

  5. How are Text Limits measured?

    Text Limits are measured in texts per month.

Content Filtering

  1. How do I reset my account Content Filters?

    To reset your account Content Filters:

    1. Open the Verizon Smart Family app on the Parent device.
    2. Select the Child from the top row of Family Members.
    3. Scroll down and tap Content Filters.
    4. Tap the gear-shaped Settings icon in the top right corner.
    5. Tap Remove all Content Filters.
    6. Tap Reset.

    You've successfully reset your account Content Filters.

  2. How do I block a website that's not included in one of the Content Filter categories?

    To manually block a website that's not included in a category:

    1. Open the Verizon Smart Family app on the Parent device.
    2. Select the Child from the top row of Family Members.
    3. Scroll down and tap Content Filters.
    4. Select Websites.
    5. Select Blocked.
    6. Tap Block a Website.
    7. Enter the website you’d like to block.
    8. Tap Save.

    You've successfully blocked a website.

  3. How do I block an app that's not included in a Content Filter category?

    You can quickly notify Verizon Wireless of an app that should be blocked but isn’t using the Verizon Smart Family app.

    1. Open the Verizon Smart Family app on the Parent device.
    2. Select the Child from the top row of Contacts.
    3. Scroll down and tap Content Filters.
    4. Select the category More.
    5. Scroll down and select Looking for something not listed?
    6. Fill out the form, then select Submit.

    You've successfully notified us of an app that should be blocked.

  4. How do I edit or delete a website from the Allowed Websites list?

    To edit or delete a website from the Allowed Websites list:

    1. Open the Verizon Smart Family app on the Parent device.
    2. Select the Child from the top row of Contacts.
    3. Scroll down and tap Content Filters.
    4. Select Websites.
    5. Select Allowed Websites.
    6. Select the website from the allowed websites you'd like to edit or remove.

    Note: To edit a website on the Trusted list, tap the entry and edit as needed. To remove a website, tap the X next to the entry and then tap OK.

    You've successfully edited or removed a website from the list.

  5. How do I edit or delete a website from the Blocked Websites list?

    To edit or delete a website from the Blocked Websites list:

    1. Open the Verizon Smart Family app on the Parent device.
    2. Select the Child from the top row of Contacts.
    3. Scroll down and tap Content Filters.
    4. Select Websites.
    5. Select Blocked Websites.
    6. Select the website you’d like to edit or remove.

    Note: To edit, tap on the entry and edit as needed. To remove, tap the X next to the entry and then tap OK.

    You've successfully edited or removed a website from the list.

  6. Will I be notified if my child tries to access blocked content?

    No, you won't be notified if the child attempts to access blocked content on their device.

Contacts

  1. What is the Top Contacts category?

    The Top Contacts category shows you which contacts your child communicates with most frequently based on the number of calls and texts. Contact rankings are updated every 4 hours.

  2. What are Trusted Contacts?

    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. To have Voicemail access at all times, you may want to add your own mobile number to the Trusted Contacts list. However, because Voicemail usage is billable, this usage will be billed and won't be restricted if your mobile number or 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.

  3. What are Blocked Contacts?

    You can block up to 20 contacts from communicating with your child's device. All calls, text 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 a Blocked Contact.

  4. Can I block short codes or numbers like 411?

    Yes, you can block all outgoing calls to 411, 1411, #411 and *411 directory assistance.

  5. Are there numbers I can't block?

    Yes. You're unable block 911, numbers that are within your own account or numbers currently added to the Trusted list.

  6. How does Caller ID Blocking impact the Blocked Contacts list in Verizon Smart Family?

    If the caller has enabled Caller ID Blocking and the number is recognized by our network, a number on your Blocked Contacts list will still be blocked.

    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.

    Learn more by visiting the Caller ID Blocking FAQs.

Location

  1. Does my child need to have the Verizon Smart Family Companion app in order for me to locate them?

    No. Once you add their mobile number as a child you'll receive the network location of their device even if the Smart Family Companion app is not installed. However, to enjoy the full features of Smart Family, including more precise device location, you'll need to have their Smart Family Companion app paired with your device.

  2. Will my child know when I have located them using Verizon Smart Family?

    No, your child won't know when you've located them using Verizon Smart Family.

  3. How accurate is the location?

    If your child's device is paired with the Verizon Smart Family Companion app, the location results will indicate a street address and approximately how many yards away the device is from that location.

    However, location accuracy depends on a number of factors, including but not limited to:

    • Pairing status of Smart Family Companion app with parent device
    • Child device has good connectivity to data network
    • Child device has location ON and set to high accuracy
    • Smart Family Companion app has permission to always access child's device location
    • Smart Family Companion app has Background App Refresh turned ON (iOS devices only)

    We recommend you pair with your child's Verizon Smart Family Companion app for better location accuracy.

  4. Does location work when the phone is outside the Verizon network or roaming internationally?

    Verizon Smart Family is designed to be used within Verizon coverage areas in the continental US and Hawaii, and some features maybe unavailable outside of this service area. Location accuracy also may vary based on device network connection.

  5. What should I do if I can't see my child's device location?

    If a child can't be located, the child's device may be off or the phone's GPS functionality is deactivated.

    If the phone can't be located for an extended period of time, please attempt a few test locates with a phone in your possession. Be sure to check the phone's GPS functionality to ensure that it’s on before testing.

    If the phone still can't be located after for 24+ hours (and the test locates with the phone in your possession have been unsuccessful), please contact Verizon Customer Care (800) 922-0204.

  6. How do I delete a Place?

    To delete a Place:

    1. Open the Verizon Smart Family app on the Parent device.
    2. Tap on your child's Dashboard.
    3. Tap Location alerts.
    4. Tap Places & alerts.
    5. Tap on a Place.
    6. Tap Remove.

    You've successfully removed a Place. Refer to our How to Use Verizon Smart Family page for instructions on how to Save a place.

  7. How long does Verizon Smart Family store Location history?

    Location history is automatically deleted after 7 day and isn't recoverable.

  8. What kind of notifications will my child receive?

    Your child will receive a notification every month notifying them that their Activity and/or Location can be tracked. This is a legal requirement that carriers are mandated to comply with. They will also receive notifications when they are near or have reached the data, call and text limits set by the parent.

  9. Can I limit or prevent my child from receiving notifications from Verizon Smart Family?

    No, the monthly notification and data, voice and text limit alerts your child will receive is are required and cannot be turned off.

Using Location Alerts

  1. Why aren't Arrival / Departure Alert available immediately?

    Arrival / Departure Alert notifications should occur close to the time they were triggered. However, we've seen them occasionally delayed for a variety of reasons, including Verizon Smart Family Companion pairing status, app status and network connectivity.

Settings

  1. How do I change the role of Family Members in Verizon Smart Family?

    Family Members can't change roles. The Smart Family roles are based on your My Verizon roles. All My Verizon Account owners and Account Managers are assigned the Parent role, and all Account Members are assigned the Child role.

Smart Family Companion App

  1. What does my child see when they open the Smart Family Companion app?

    Your child will see a page with the Verizon Smart Family Companion app's pairing status. If the Companion app is paired, the message will read: "Connected to Verizon Smart Family".

  2. Can my child locate me as the Parent?

    Yes, with Smart Family Premium your child can view your device's location after you change your Location sharing preferences. By default your location sharing preferences will be set to "Off." To allow the Child device(s) on your account to locate your Parent device, go into your Settings and allow Location sharing.

  3. Can my child view my call and text activity?

    No, a child can't view a Parent device's call and text activity.

  4. Why is the iPhone Mobile Device Management (MDM) Profile needed?

    A Mobile Device Management (MDM) profile is used on iPhones to support Parental Control features, such as Content Filters, app blocking and pausing the internet.

    iPhone can be managed by only one MDM profile at a time. If you already have an MDM profile on a device, you’ll be prompted to uninstall your first MDM profile.

Troubleshooting

  1. I'm still having issues. Where do I go for support?

    Click the Chat with us button at the bottom right corner of this page to contact one of our representatives.

    2. Android is a trademark of Google, Inc.
    iOS is a trademark or registered trademark of Cisco in the US and other countries and is used under license.
    Apple, iPhone, App Store and iMessage are registered trademarks of Apple Inc. Amazon Appstore is a trademark of Amazon.com, Inc. or its affiliates.

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