FamilyWhere

FamilyWhere allows the Primary Account Holder (PAH) to quickly and accurately locate devices on their account using the FamilyWhere Android app or via My T-Mobile.

What's Included

Allows the PAH to track up to ten different lines for one monthly subscription fee.

Who's Eligible

Eligible to

  • Customers must have an active My T-Mobile account with a PAH assigned. The PAH must complete the activation of the FamilyWhere service.
  • FamilyWhere is a product-level service and not eligible to single-line plans. Requires an active account.
  • Available to the following postpaid account types:
    • Individual Regular (IR)
    • Individual Association (IA)
    • Business with SSN (IS)
    • Individual Government (IG)
    • Individual MCSA (IM)
    • Individual GSA (IF)
    • Individual Lifeline (IJ)
    • Special Employee (SY)
    • Special – Test (ST)
  • Device is within the continental U.S. The service is not designed to provide results when roaming outside this area.

Cost & SOC Details

To add FamilyWhere to an account, customers will need to download the FamilyWhere app or sign up using My T-Mobile. They will see the code below on their bill.

  • FamilyWhere $10 
  • T-Mobile Bill Code: TMOFW
  • Bill code: TMOFW

 

Set Expectations

Review Plan changes or Feature changes and the following advisements with your customer before changing to this plan:

  • FamilyWhere can't track the device if Family Allowances is on the account and has met the spending limit, or if the line is suspended.
  • Family Allowances download limit set at or below $9.99 causes the FamilyWhere services to be suspended once the 30 day free FA trial ends.
  • FamilyWhere can track a maximum of 10 lines on the account.
  • When added to an account, each line on the account receives the following free SMS: “Your phone can now be located by [parent phone number].” (may resend the message while enrolled as well).
  • Wi-Fi must be disabled when launching the app to enable tracking. The newest app version temporarily disables Wi-Fi, only while connecting to service.
  • Smartwatches don't work with FamilyWhere. Exception: The Timex FamilyConnect smartwatch is compatible.
  • Customers can manage FamilyWhere via My T-Mobile by logging in and selecting Your Name > Profile > Permissions & controls > Parental and family controls > FamilyWhere to locate a family member.
  • It may take up to 24 hours from the time the PAH is changed until it is recognized by the FamilyWhere service.
  • Location data for iOS devices is limited. Only the approximate location (i.e., the nearest cell tower) of iOS devices on your account will display in FamilyWhere.
  • The app is only available on Android devices at this time. Non-Android users can access FamilyWhere via My T-Mobile on their mobile web browser.
  • Taxes and fees for this feature are included in the MRC when added to a taxes and fees included plan.

Cancel FamilyWhere

Only the PAH can cancel FamilyWhere. There are two options to cancel FamilyWhere: 

  • Self-service: Help the customer with the steps outlined on FamilyWhere app.
  • Care steps: Go to the third party content delivery tool to end subscription.

Additional Resources

Trouble Ticket support

  1. Load the Vendor Dashboard found HERE .
  2. Use the following log in info:
  3. Click on Submit a Request located at the top right of the screen.
  4. Fill out the needed entries utilizing the information provided to you via email:
    1. Select the correct Product (Safe and Found, FamilyMode, FamilyWhere).
    2. Ensure the subject reflects the customer’s issue.
    3. Select S4 for Severity, as this is standard for Care.
    4. Enter the customer's BAN (account number) for the Client Internal Ticket ID.
    5. Go to the Profile Tab in Samson for Subscriber Account ID.
    6. Click the Sprint Information box.
    7. Locate the Sprint Subscriber ID field.
  5. Click Submit once all the information has been filled.
  6. Copy the ID# that will be provided into the account memos for easy tracking after submission.

 

Follow-up and response time

  • You can expect a confirmation of ticket submission within 8 hours (generally 15 to 30 minutes).
  • ETA for Ticket resolution is up to 5 business days.
  • Vendor Hours of Operation: Monday – Friday, 8:00 a.m. – 8:00 p.m. ET.
  • Responses from the vendor will occur within 24 hours. Follow up in the next business day.

Escalation Support: Use the Create a ticket steps to create tickets in the Vendor Portal using the information you were provided in email. 

If you need to follow up on a ticket, follow the steps below to ensure your issue is addressed promptly.

  1. Load the Vendor Dashboard found HERE . 
  2. Use the following log in info: 
  3. Click the drop-down menu on the top right.
  4. Select Request from the drop-down menu.
  5. Type in the ID# into the Search Field Ticket #.
  6. Update ticket status to resolve. The vendor will close the ticket and no action is needed on our end.

Follow-up and response time

  • There is a 5-minute delay between submission of the ticket and when the ticket can be searched.
  • The Vendor will take up to 24 hours to respond, follow up with the ticket the next business day.

Registration and login issues

  • Registration: Remove and re-establish the primary account holder and then retest the registration.
  • Login: File a ticket including the customers' device OEM, model, operating system, and when the issue first started.

FamilyWhere profile link does now appear on My T-Mobile for the primary account holder

Follow standard troubleshooting steps for when a primary account holder is unable to view all lines on their account.

FamilyWhere access in Chrome

Provide these steps to customers if they are unable to access FamilyWhere in My T-Mobile when using Chrome:

  1. Log into https://t-mobilefamilywhere.com/app instead of My T-Mobile. They will be redirected to the normal login page. 
  2. Inform customers they will be able to navigate to the online app as they normally would.
  3. Advise them this step should reset their cached browser settings and they should be able to login using My T-Mobile as they usually do.