T-Mobile FamilyWhere app

With T-Mobile FamilyWhere® a T-Mobile primary account holder can use the FamilyWhere Android app or the My T-Mobile website to locate any phone on their plan that is on the T-Mobile 4G/LTE network.

 

google-play-badge.png

 

 

About the FamilyWhere service

  • The FamilyWhere service includes a 30-day free trial for new users. After the trial ends, there's a monthly subscription for $10 that appears on your bill.
  • All phones that can be located by FamilyWhere receive a notification when they are added to the service and a recurring notification as a reminder that they are still a part of the service.
  • Android users can also install the FamilyWhere app for free for additional features.

 

About the FamilyWhere app

  • The FamilyWhere app is available for Android only. For other devices, you can manage FamilyWhere via My T-Mobile > My Account > Profile > Family Controls > FamilyWhere.
  • Let family members check in with you through text message or see where they are on a map in real-time.
  • Get text or email notifications generated by scheduled automatic location alerts.
  • Access a seven day log of FamilyWhere location history.
  • Use any capable device—your phone, tablet, or computer—to quickly and accurately locate phones on your active account. No extra software is required.
  • The FamilyWhere app does require that GPS is enabled for tablets.
  • The FamilyWhere app isn't supported on smartwatches. Exception: The Timex FamilyConnect smartwatch is compatible.

 

Signing up

What you need to use it

  • An active T-Mobile account. FamilyWhere doesn't track devices on suspended accounts.
  • A Primary Account Holder assigned on the account. Only the Primary Account Holder can activate FamilyWhere service and see located devices.
  • A T-Mobile data plan.
  • By design, FamilyWhere notifications cannot be disabled on a child’s phone. These notifications are required by FCC regulations and by T-Mobile Privacy and Safety policy.

 

Sign up on your mobile device

  1. Open the FamilyWhere app and tap Get Started.
  2. Enter a valid email address in the Create your account text box and tap Create Account.
  3. Tap the check box next to the person you want to track on the account and tap Locate!

 

Sign up on My T-Mobile

  1. Go to My T-Mobile and log in to your account.
  2. Select My account.
  3. Select Profile.
  4. Select Family Controls and then then select FamilyWhere.
  5. Click Get Started.
  6. Enter the Basic Information.
  7. Review and agree to the Terms of Service.
  8. Select and name phones to locate.
  9. Click Done.

 

Locate and check-in

 

Locate a family member

  1. Go to My T-Mobile and log in to your account.
  2. Select My account.
  3. Select Profile.
  4. Select Family Controls.
  5. Select FamilyWhere.
  6. Select a name or mobile number to locate.

 

Locate a line after initial sign-in

The app automatically locates all lines on the list of locatable devices upon sign in. To locate a line after initial sign in, click the name of the device at the top of the screen. FamilyWhere will not work if all short codes are blocked on your account.

 

  • You can track up to a total of 10 lines on an account.
  • Only the approximate location (the nearest cell tower) of iOS (Apple) devices on your account will display in FamilyWhere.
  • Tablets are trackable to a location as long as they are associated with a T-Mobile number AND have GPS enabled. However, T-Mobile cannot guarantee location accuracy on these devices.
  • All lines on the locatable devices list receive a text message when they become locatable and about once a month another text is sent.

 

Access check-in details

  1. Open the check-in message that you received.
  2. Click the URL included in the text.

 

Send a check-in message

  1. Launch FamilyWhere Android app and click Check In.
  2. Enter the recipient and message content.
  3. Click Send.

 

Landmarks

A Landmark is an address that is given a name and saved to the list of Landmarks. For example, you could save your child's school address and give it the name School. When you look at the map page, your child's school would then show up on the map as School.

 

Landmarks are most useful with Schedule Checks. For example, if you create a Landmark at your home address and call it Home, you can then check whether your child arrived Home at a set time on a particular day.

 

To add a Landmark:

  1. Click Landmarks from the menu.
  2. Click Create a Landmark.
  3. Follow the instructions on the page.

 

Alerts

Alerts allow you to set a day and time to automatically locate a line. Once you create an Alert, the line is located and you are sent its location by text message or email per your preference. For example, you can set an Alert for 4:00 p.m. every weekday to make sure your child gets home from school safely.

 

  1. Click Alerts in the menu.
  2. Click Create An Alert.

 

 

Canceling your subscription

  1. Go to My T-Mobile and log in to your account.
  2. Select My account.
  3. Select Profile.
  4. Select Family Control.
  5. Select FamilyWhere.
  6. Click Settings.
  7. Under Settings select Unsubscribe from FamilyWhere.
  8. Click Unsubscribe.

 

If you're running into problems with this app, check out our troubleshooting tips.

 

FAQs

Can T-Mobile FamilyWhere® find a lost or stolen phone?

Yes, if the phone is turned on and in service, you can use T-Mobile FamilyWhere® to find it. Keep in mind that if your lost or stolen phone does not have GPS or if it does have GPS, but is not in clear view of the sky, your location may be reported as a wide area.

 

Why don't I always get a location?

T-Mobile FamilyWhere® uses GPS and other network technologies to obtain locations. GPS location can be very accurate if the phone can "see" the GPS satellites. If the phone is indoors or in a place where it cannot directly see the GPS satellites, the system automatically uses alternative location technologies. In these cases, you may receive a location with an accuracy of a few hundred yards or more. iOS devices always use these alternate location technologies. When you request a location you will be given the best possible location fix given the conditions.

In some situations, T-Mobile FamilyWhere® will not be able to locate a phone. The most common reasons are:

  • The phone that you are trying to locate is deep inside a building or car.
  • The phone is surrounded by tall buildings, hills, or trees.
  • The phone is powered off.
  • The phone's battery has run out.
  • The phone is not in T-Mobile network coverage.
  • Service on the particular line/number has been terminated or suspended.

In these cases, T-Mobile FamilyWhere® will tell you that the phone was not able to be located.

 

Do I need a text messaging plan?

A text message plan is not required to use T-Mobile FamilyWhere®. Even if you have text messaging turned off, you can still subscribe and use the service.