Verizon Smart Family™ FAQs

Your child will see a page with the Verizon Smart Family Companion app's pairing status.

If your child allowed the companion app to be paired and location permission enabled, a map displays:

• The child’s location
• Check in and Pick me up buttons

If the Verizon Smart Family Companion app isn't paired, a message displays: "Not active. Pair this phone from the Verizon Smart Family parent app for content filters and improved location accuracy."

Yes, with Verizon Smart Family Premium, you can share your location with other parent lines or all family members on the Verizon Smart Family account.

You can turn location sharing on and off by selecting More > Profile Management in the Verizon Smart Family app. By default, your location sharing preference is set to Not shared.

Learn more by visiting our Verizon Smart Family - Locate a Family Member page.

No, Verizon Smart Family does not collect, use or share this information for lines designated as parents.

However, your child will be able to view their own web and app activity as it’s presented to you.

The experience differs based on the type of phone your child has:

• Android
  • If the Companion app is removed, a text message immediately sends to the parent and displays as a tamper error on the child's dashboard in the app.
• Apple
  • If the app has been removed, the controls are no longer active on the child's device.
  • Parents receive a notification within 48 hours that the app has been removed.

To pair and unpair devices:

• Verizon Smart Family - Pair Parent and Child Devices
• Verizon Smart Family - Unpair Parent and Child Devices

To manage your account, open the Smart Family app.

For step-by-step instructions, refer to our How to use Verizon Smart Family page. You can also watch our How to use Verizon Smart Family video.

Note: If you’re having trouble signing in to the Smart Family app, visit the Troubleshooting section of our How to use Verizon Smart Family page.

You can add family members to Verizon Smart Family in the Manage profiles section on the Family Profiles tab, or by tapping the More tab and selecting Profile management.

Get step-by-step instruction on our Verizon Smart Family Add, Edit or Remove Parent / Child Roles page.

Yes, you can assign roles to other lines on your account, including another parent device role in My Verizon. Visit our Verizon Smart Family - Add, Edit or Remove Parent /Child Roles page.

All Account Owners and Account Managers can be assigned a parent role. Account Members can only be assigned a child role.

To change a family member's role in Verizon Smart Family, you'll first need to change their account role in My Verizon.

Yes. If you change the phone number of your parent device, your Verizon Smart Family account will be suspended. You'll need to re-subscribe to the service and set up all of your controls again.

If your child changes their phone number, all of their controls will need to be reset.

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

No, Verizon Smart Family doesn't let you view the content of your child's texts. You can't view the pictures and videos on your child's phone, or access the content of third-party messaging apps.

Note:

• Messages sent within third-party messaging apps (such as iMessage or Google Messages) doesn't appear in the text and activity feed.
• iPhones have the ability to turn off iMessage and use SMS solely.

Verizon Smart Family does, however, allow you to:

• See incoming and outbound text and call activity from any child device on the account.
• See the times associated with each text and call received.
• View contact rank (ranking is based on the frequency of texts and calls in a 7-day period).
• Add contacts to a watch list and get notified about texts or calls with this contact.
• See the number of texts and calls the child receives during school and night hours.
• Save the numbers that your child's device interacts with under unique names.
• See the names associated with each text and call received, as stored in your or your child's contacts.

No, Verizon Smart Family doesn't show messages sent within or calls made through third-party apps such as Apple iMessage® or Google Messages.

Screentime will show you:

• An overview of how much time your child spent on their device each day.
• A breakdown of which apps they used and the amount of time they spent on each.

You can also tap View more to see an hour-by-hour Screentime chart. Learn more about Screentime by visiting our Verizon Smart Family - View Screentime page.

Screentime may not be available for all apps and may not reflect the actual time spent on the device or certain apps.

Web & App Activity provides a graph that shows:

• General categories of content and a ratio for how much your child engages in each category.
• A breakdown of which websites and apps they used within those categories.

Learn more about viewing Web & App Activity by visiting our Verizon Smart Family - View Activity page.

Note: Child lines receive a periodic text message (or push notification on Verizon connected tablets) telling them that their web and app activity is being monitored. Parents should ensure that Smart Family Notifications are enabled in the device settings for tablets.

You’ll be informed of any noteworthy events by push notification every day. This includes:

• Visits to an objectionable website*
• Device usage during school hours
• Device usage during nighttime hours

Note: You can turn off all alerts regarding noteworthy events in your settings or specific alerts you don't wish to receive in the Noteworthy events tab under each child’s profile.

*You can view what categories fall under Objectionable in the Content Filters section of your Verizon Smart Family app. You'll receive these alerts even if you don’t have any content filters turned on.

When you're in the Web & App Activity section of Verizon Smart Family, you can tap Details to see a relative representation of how much time your child has spent on an individual app.

Note: Web & App Activity may not be available for all apps and may not reflect the actual time spent on the device or certain apps.

All online activity will be available in the Web & App Activity view, including while your child is on Wi-Fi.

However, we aren't able to show your child's usage of apps that don't use internet services and run offline.

When setting up the Verizon Smart Family Companion app on your child's phone, you let us establish a VPN profile on that phone through which all internet-related activity passes. We use the VPN connection to provide you with these Verizon Smart Family features:

• Content filters
• Time restrictions
• Web and app activity monitoring

When setting up the Verizon Smart Family Companion app, you provide us with the Usage Access permission, which provides all activity performed on the device.

No, the Web & App Activity feature is only available for lines designated as a child. They can't be used for parent lines.

Only designated parent lines on your Verizon Smart Family account are able to view your child’s web and app activity.

If you no longer want to view your child's web and app activity or screen time, you can uninstall the Verizon Smart Family Companion app from your child's phone.

During a time restriction, the child won't be able to:

• Call or text people who aren't included as trusted contacts*
• Use cellular data
• Use Wi-Fi (if the child's device is paired)

Note: With the Just Kids** plan, you can only limit data with time restrictions. Restricting calling and texting to trusted contacts only is already in place and can't be changed.

*For Verizon connected tablets, only data and Wi-Fi restrictions apply. These devices cannot make or receive calls and text messages.
** No longer available to add to accounts.

Purchase limits are measured in dollars per month.

Even if you set call and text restrictions through Verizon Smart Family, your child can download and use OTT apps or smartphone features that don't go through the Verizon mobile network. These apps and features can let your child call or message people who aren't trusted contacts.

To prevent use of these apps and features, you can:

• Use Verizon Smart Family to block the Google™ Play store, so your child can't install these services
• Use Verizon Smart Family to block certain apps from using any data (if that app is listed in our content filter options)
• Disable the feature directly on your child's device

You can set up content filters to block all websites and apps in a variety of content categories.

You can also manually block and allow websites in the content filters section of the Verizon Smart Family app.

You can't block an app manually. However, on the Verizon Smart Family app's content filter screen, you can report an app that should be blocked. We take these reports into consideration for possible future Smart Family updates.

You may also enter the URL of any online entity featuring content you don't wish for your child to view. Doing so will also block this content from any related apps.

No, you won't be notified if your child attempts to access blocked content or websites on their phone.

Learn how to remove content filters on our Verizon Smart Family - Edit Content Filtering page.

When Verizon Smart Family's content filters conflict with your router's content filters, your router's content filters will be given priority.

If you would like to use Verizon Smart Family's content filters instead, you'll need to disable your router's content filters.

Some apps or websites may share resources with another one, which could cause your blocking of one to impact the other.

For example, if Facebook® is blocked, you won't be able to sign in to Spotify® using the Sign in through Facebook option.

We have done our best to limit these instances and continue to do so.

The Driving Insights feature provides parents a view into their child's driving activity. Parents will receive a driving score that includes events such as:

• Speeding and rapid acceleration
• Phone usage while driving
• Hard braking based on the driving activity detected through the child's mobile device
• Hard cornering

Learn more by visiting the Driving Insights section of our Smart Family How to Guide.

To use Driving Insights, you'll need to:

• Have the latest version of the Verizon Smart Family apps (Verizon Smart Family and Verizon Smart Family Companion) installed and paired with your child's compatible device.
• Provide permission for Verizon Smart Family to access location, motion sensor data and phone usage data for your child’s device to provide trip details and crash detection.

The Verizon Smart Family Companion app utilizes the motion sensors in your child’s phone to determine that they’re traveling in a vehicle. It records the corresponding data until it's detected that the trip has ended.

No. You have the option to set your child as a Passenger or Driver for all trips or individual trips. For trips where a child is designated as a passenger, a driving score won't be available.

On a scale of 0-100, the driving score represents the frequency of risky behaviors that could contribute to unsafe driving practices, including:

• Hard acceleration
• Hard braking
• Hard cornering
• Speeding
• Phone usage

A lower score suggests frequent risky driving behaviors.

Each trip is scored and an overall driver score is presented. The overall score only includes trips where the child was a driver over the past 7 days.

Verizon Smart Family gathers data from mobile sensors and measures driving activity based on:

• Hard acceleration
• Hard braking
• Hard cornering
• Speeding
• Phone usage (screen is on & unlocked and phone is moved around) - not available for trips when child is designated as passenger

In the app, you can view your or your child's overall driving score, as well as individual trip scores for specific drives.

During setup of the driving insights feature on the child's device, the child has to allow the Verizon Smart Family Companion app to monitor their location and motion activity for purposes of driving activity and to share it with their parent lines.

Driving history is available for 7 days only.

You won't be able to set any controls to prevent your child's phone usage specifically while driving.

To fully enjoy all of the features available, you must make sure your device maintains:

• Sufficient battery power above 15%
• An internet and network connection
• A GPS signal
• All necessary smartphone settings including, but not limited to, permission for location sharing, battery usage, motion sensors, and background data processing

Trips may not record if the child device is in Power Save Mode.

In some cases, the beginning of a trip may be delayed, a trip may get divided into 2 trips if there’s a pause in the trip lasting longer than 5 minutes, or the service may not recognize short trips or short stops during a longer trip.

The app may take a moment after a trip starts to detect that your location has changed and start collecting location data. This is affected by how many other apps are being run, as well as how long it takes to acquire a GPS signal.

Yes, drives can still be reported if the child is using Android Auto™ or Apple CarPlay®.

Yes, this internet connection can come from your cellular network or a Wi-Fi network.

If the device isn’t connected to the internet when new trip data is acquired or newly scored trips are ready to be downloaded, the upload/download will happen when the internet connection is re-established.

Yes, parent lines can monitor their own driving activity by turning on Driving Insights from Get driving insights located in the More menu.

In the Verizon Smart Family app on yours or your child's device, you can go into Get driving insights located in the More menu, and turn off Driving Insights for that particular device.

Verizon Smart Family Crash Detection will notify you by Verizon Smart Family app notification if there's been a potential crash involving your child.

Note: You must have notifications from the Verizon Smart Family app turned on in order to be alerted to crashes.

Crash Detection is enabled once you turn on Driving Insights.

No, Verizon Smart Family is designed to notify you of moderate to severe crashes. You likely won’t receive a notification for a minor vehicle crash (e.g. low speed impacts, potholes, curbs) or a crash while the vehicle is stationary.

Note: You must have notifications from the Verizon Smart Family app turned on in order to be alerted to crashes.

No. Not all trips, collisions or accidents will be detected by Verizon Smart Family, and a phone dropping or a low speed incident may unintentionally report a crash.

No, Verizon Smart Family won't contact or dispatch 911 or other emergency services automatically. By using the service, you acknowledge your understanding that in the event a crash is detected, we won't send emergency help.

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.

Trusted contacts are people you want your child to be able to call and text at all times. Your child will even be able to communicate with their trusted contacts during time restrictions and after their usage limits have been reached (which could result in overage charges depending on your child's plan). You can trust up to 20 contacts.

Trusted contacts can include any of the following:

• 10-digit mobile or landline numbers
• International numbers (international calling is billable and could result in overage charges if you don't have an international plan)
• Your own number to access Voicemail (Voicemail usage is billable and could result in overage charges if your plan doesn't have unlimited minutes)

If you have the Just Kids plan*:

• All mobile numbers on your Verizon mobile account are included as trusted contacts. You can add or delete trusted contacts as needed in the Verizon Smart Family app.
• Everyone except for trusted contacts is blocked from calling and texting you.
• You can block data from third-party apps through Verizon Smart Family, so your child doesn't use it to talk to people outside of their trusted contacts.
• You can disable device features, like iMessage, on your child's phone to prevent them from using it to message other iPhone users outside of their trusted contacts.

*No longer available to add to accounts.

You can block up to 20 contacts from communicating with your child's device. All calls and texts to and from blocked contacts will be prevented.

You can block:

• 10-digit mobile or landline numbers
• International phone numbers
• Incoming calls from numbers listed as Private, Restricted or Unavailable
• Short codes, including 411, 1411, #411 and *411 directory assistance

To block specific phone numbers or contacts, enter the phone number as a blocked contact.

Note: You can't block 911, numbers that are within your own Verizon account, or numbers currently added to the trusted contacts list.

If you have the Just Kids plan*:

• Everyone except for your trusted contacts is blocked.
• You can block data from third-party apps through Verizon Smart Family, so your child doesn't use it to talk to people outside of their trusted contacts.
• You can disable device features, like iMessage, on your child's phone to prevent them from using it to message other iPhone users outside of their trusted contacts.

*No longer available to add to accounts.

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.

Go to the Caller ID Blocking FAQs to learn more.

Yes, you can sync Verizon Smart Family with your contacts and your child's contacts. Your child's call/text activity, top contacts and individual contacts profile will appear with contact names.

If a phone number is saved in both of your address books, it will be displayed as the name in yours. When the name is only saved on your child's device, it will be displayed with the child address book icon next to the name of the contact.

Once permission to sync with your child’s contacts is provided on your and your child's devices, contacts will be synced every 24 hours.

If you don't have the Verizon Smart Family Companion app installed and paired on the child's phone, you'll receive the location of their phone from the mobile network. Location accuracy may be approximate and can vary up to a few miles.

If the Verizon Smart Family Companion app is installed on your child's phone and paired with your phone, you'll get:

• A more precise location
• The ability to set up location alerts
• Access to the location check-in feature that lets your child send you a notification with their precise location
• Use of the Pick Me Up feature that lets your child send a request for a ride to a parent line

Note: Verizon connected tablets must be paired with the Verizon Smart Family Companion app and Verizon Smart Family notifications enabled in device settings in order to display the location of the device.

No, your child won't know when you've located them.

However, they'll get a monthly text message, or push notification if the device is a Verizon connected tablet, informing them that their location may be shared with account members.

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
• Verizon Smart Family Companion app has permission to always access child's device location
• Verizon 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.

Verizon Smart Family is designed to be used within Verizon coverage areas in the continental US and Hawaii. Some features may be unavailable outside of this service area.

However, if your child's device is paired with the Verizon Smart Family Companion app and is connected to Wi-Fi when it's outside the Verizon network or roaming internationally, you'll be able to see the device's location.

Data usage may apply when roaming.

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, check the child's device settings to ensure:

• Child device is paired
• Child device has good connectivity to data network
• Child device has location ON and set to high accuracy
• Verizon connected tablet has push notifications for the Smart Family Companion app enabled
• Verizon Smart Family Companion app has permission to always access child's device location
• Verizon Smart Family Companion app has Background App Refresh turned ON (iOS devices only)

If the device still can't be located after 24+ hours (and the settings are accurate), contact Verizon Customer Service at 800-922-0204.

Yes, you can view location history for the prior 7 days for any line on your account.

Boundary alerts should occur close to the time they were triggered. However, we've seen them occasionally delayed for various reasons, including:

• Dropped pairing between child and parent devices
• Pairing lost or tampered on the Verizon Smart Family Companion app status
• Network connectivity

No, only eligible lines on your Verizon mobile plan can be added to your Verizon Smart Family account.