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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.

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

Create Landmark via Android

  1. Open the FamilyWhere app.
  2. Navigate on the map using finger pinches and swipes to find the location where you want the landmark.
  3. Touch the spot on the map where you want a landmark and hold for two seconds, then lift up your finger.
  4. Select Add a place.
  5. Enter landmark name, then select OK.

Note: The ‘Landmarks’ option from the main hamburger menu offers a ‘Create Landmark’ option that allows creating a landmark by typing an address, but this option currently rejects many residential addresses. A landmark must be created if the 'You must enter a valid address. Double check the address and try again.' error message is received..

Create Landmark via My T-Mobile

  1. Log in to My T-Mobile.
  2. Click your name button.
  3. Click Profile > Family Controls > FamilyWhere > Create a Landmark.
  4. Enter landmark address and name.
  5. Click Save and create.

Android 10 Location Accuracy Improvement: Setting Change

Location precision when locating newer Android devices can be improved by changing a device setting from the default. The setting must be changed on the located device, not the device you are locating from.

Change settings

The path to change the setting varies by device manufacturer:

  • Samsung: Go to Settings > search for Service > select Service Provider Location > set to Allow All The Time
  • Google: Go to Settings > Location > App Permissions > … > Show System > Carrier Location > set to Allow All The Time
  • OnePlus: Go to Settings > search for Carrier > select Carrier Location Access > set to Always Allow
  • Motorola: Go to Settings > Location > select Carrier Location Attribution > turn On
  • LG: Go to Settings > search for Carrier > select Carrier Location Permission > select Permission Setting > set to Allow All The Time

Devices that require the settings change above include:

  • Samsung Galaxy A71 5G
  • Samsung Galaxy Note 10 5G
  • Samsung Galaxy S10 Lite
  • Samsung Galaxy S20 5G
  • Samsung Galaxy S20 Ultra 5G
  • Samsung Galaxy S20+ 5G
  • Samsung Z Flip 5G
  • Google Pixel 4
  • Google Pixel 4 XL
  • OnePlus 7T
  • OnePlus 7T Pro 5G
  • OnePlus 8
  • Motorola G Fast
  • Moto E
  • Moto G8 Power
  • Moto G8 Stylus
  • LG Aristo 5
  • LG Stylo 6
  • LG V60 ThinQ

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.


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