Support


Family Protector FAQs

The U.S.Cellular® Family Protector App powered by NQ Mobile™ provides smartphone safety and security to your family by monitoring your children's location and setting limits on their smartphone usage. Together with a parental access portal, you can review your child's calls & text messages, block inappropriate websites, set up safe zones, restrict apps usage, and more. Your child can even send a Check-in message or an alert to you with a simple press of a button.

** IMPORTANT: Be sure to install this app on your child's phone.

Family Protector Setup

  1. What do I need to setup Family Protector?

    You will need a valid email address, U.S. Cellular Billing Account PIN (the primary account holder's PIN used for verification), a computer with internet connection, your U.S. Cellular phone and phone number, and your child's U.S. Cellular phone and phone number.

  2. I forgot my U.S. Cellular Billing Account PIN and now my account is blocked, what do I do?

    A valid U.S. Cellular Billing Account PIN is required to create a Family Protector account. As an added security measure, after 5 failed PIN verification attempts we will block your account. If you do not remember your PIN, dial 611 from your U.S, Cellular phone or call the toll-free number 1-888-944-9400 to contact customer service to retrieve your PIN. The block on account will be cleared in 24 hours, after which you can retry creating the Family Protector account using the correct PIN.

  3. Why haven't I received the verification email yet?

    If you have not received your verification email, please make sure the email address you entered is correct. After verifying you have entered the correct email address, please check your SPAM folder to make sure that the email wasn't misdirected. You can go to the Family Protector website to resend email verification.

  4. Why haven't I received the verification SMS yet?

    If you have verified that the phone number you entered is correct, there may be a delay. Please try to resend the text from the Family Protector website.

  5. How do I edit my phone number to receive the verification SMS?

    First, login to your U.S. Cellular Family Protector account online. After logging in, a pop-up will appear, asking you to verify your phone number via SMS (text message). If this phone number is incorrect, you may click on it to enter the correct phone number. After the number has been saved, a new verification SMS will be sent to the new phone number.

  6. Am I eligible for Family Protector service?

    These account types are not eligible for Family Protector service: non-U.S. Cellular account, prepaid U.S. Cellular phone, government account, or business account.

  7. Family Protector Application

  8. Why do I have to set up my child's name?

    Setting up your child's name makes it more convenient for you to use Family Protector, especially if you add more than one child.

  9. Why do I have to set up my child's age range?

    We use your child's age range to determine default settings, like which types of websites to block due to inappropriate content. You can change these settings later, or stick with the initial recommendations.

  10. What is the parent's number for? How many can I set up?

    We send your child's check-in and emergency messages to the parent's number, so that you can monitor your child, even when you're away from your computer.
    You can set up 3 parents' numbers. After setting them up, you can edit them in the Family Protector app's Settings menu (Login to Parents Settings > Menu Button on Device > Parent's Mobile Numbers). The number can also be changed in the Panic Button settings on the Family Protector website.

    These are also the numbers your child can contact even if the phone is on scheduled lock.

  11. What is my Family Protector Account?

    Use your Family Protector Account to sign in on the Family Protector app to configure parent settings. You can also sign in to the Family Protector website using the same username and password. Once signed in, you can monitor, manage and protect your child.

  12. What is the panic button?

    The panic button lets your child send you an emergency message with their current location. All your child has to do is press the panic button, or press the power button 4 times in a row (within 2 seconds).

  13. How does my child use the panic button?

    Your child can trigger the panic button by:
    1. Pressing the phone's power button 4 times in a row (within two seconds).
    2. Opening the Family Protector app and tapping the Panic button.

  14. What is in the panic button message?

    It is a text message from your child's phone to the designated parent's phone with the child's location. There is a default emergency message, and you can customize it in the app or on the website.

  15. What is the check-in feature? How does my child use it?

    The check-in feature helps you monitor your child while they're out of the house. All they have to do is open the app and tap the Check In button. Their location will be sent to your mobile number and the Family Protector website.

  16. Does GPS need to be ON to locate my child

    No, it does not, but location is far more accurate with GPS ON.

  17. What is the Web Filter? What does it do?

    The Web Filter protects your child from websites that contain inappropriate content. You can choose which website categories to allow or block, depending on what you think is appropriate for your child.

  18. What is the Web Filter block list? How do I edit it?

    You can block entire categories of websites using Web Filter categories. You can also block specific websites using the Web Filter block list.

    To add a website to the block list:
    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap Web Filter > Web Filter Settings > Block List.
    • Type the website URL to block.
    • Tap Block.

    You can choose to edit or delete items in the blocked list by tapping them.

  19. What is the Web Filter allow list? How do I edit it?

    You can block entire categories of websites using Web Filter categories. If you find that you want to allow a specific website within a blocked category, just add that website's URL to the allow list.

    To add a website to the allow list:
    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap Web Filter > Web Filter Settings > Allow List.
    • Type the website URL to allow.
    • Tap Allow.

    You can choose to edit or delete items in the allowed list by tapping them.

  20. Why are third-party browsers blocked? What is the risk?

    Third-party browsers are not supported by U.S. Cellular Family Protector; therefore we can't block inappropriate or risky websites visited by these browsers. Only default mobile browser is supported.

  21. How can I block a third-party browser already installed on my child's phone?

    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap App Filter > Installed App Settings > find the third-party browser app.
    • Tap the green checkmark to disable the browser app.

  22. What is the Contact Filter? How do I set it up?

    Contact filter works as a blacklist for you to prevent certain numbers from contacting your child.

    To set it up:
    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap Contact Filter > Block List > Add
    • Select method to add number(s) to blacklist and tap Add.

  23. What does the App Filter do?

    Because certain apps may contain inappropriate content not suitable for your child, or incur charges with in-app purchases, Family Protector gives you the option to block apps. Not only can you block apps already installed on their phone, but you can also choose to block new apps that they install. After reviewing newly installed apps, you can choose to continue blocking them or allow them.

  24. What is the app block list? How do I set it up?

    The app block list lets you choose specific apps to block from running on your child's phone.

    To set it up:
    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap App Filter > Installed App Settings.
    • Select the apps that you want to block.

  25. What are "New App Settings"? How do they work?

    New app settings apply to apps that your child tries to install. This does not apply to any apps already installed on your child's phone.
    You can choose to either block or allow apps as they are installed. After reviewing newly installed apps, you can choose to continue blocking them or allow them.

  26. What is the browser monitor?

    The browser monitor shows you all the websites that your child visits on their phone. You can review this info on the Family Protector website.

  27. What is the app monitor?

    The app monitor shows you all the apps that your child installs on his phone. You can review this info on the Family Protector website.

  28. What is the call monitor?

    The call monitor shows you all your child's phone calls. You can review this info on the Family Protector website.

  29. What is the message monitor?

    The message monitor shows you all text messages that your child sends and receives on his phone. You can review this info on the Family Protector website.

  30. What is the camera monitor?

    The camera monitor shows you all the photos that your child takes with his phone. You can review this info on the Family Protector website.

  31. What is the location monitor?

    The location monitor shows you the places where your child goes. When it's turned on, the location monitor reports the phone's location every 30 minutes by default. You can review this info on the Family Protector website.

  32. What is the phone schedule? How do I set it up?

    The phone schedule lets you choose times to lock your child's phone so it cannot be used other than calling emergency or one of the designated parent's numbers.

    To set it up:
    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap Schedules > Phone Schedule.
    • Tap any schedules you'd like edit or tap Add a Phone Schedule to set up a new one.

  33. What is the texting schedule? How do I set it up?

    The texting schedule lets you choose times when your child can't send, receive, or read texts on his phone.

    To set it up:
    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap Schedules > Texting Schedule.
    • Tap any schedules you'd like edit or tap Add a Texting Schedule to set up a new one.

  34. What is the calling schedule? How do I set it up?

    The calling schedule lets you choose times when your child can't send or receive calls on his phone. Of course, your child will always be able to make emergency calls (911) or the designated parent numbers.

    To set it up:
    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap Schedules > Calling Schedule.
    • Tap any schedules you'd like edit or tap Add a Calling Schedule to set up a new one.

  35. What is the browsing schedule? How do I set it up?

    The browsing schedule lets you choose times when your child can browse the Internet on his phone.

    To set it up:
    • Open the Family Protector app on your child's phone.
    • Tap Parent Settings.
    • Sign in with your password.
    • Tap Schedules > Browsing Schedule.
    • Tap any schedules you'd like edit or tap Add a Browsing Schedule to set up a new one.

    Note: The browsing schedule works only for standard browsers. Third-party browsers are not supported by U.S. Cellular Family Protector.

  36. How do I use the NQFIND feature?

    The NQFIND feature can tell you where you child is, even without them checking in. Simply send a text message from one of the designated parent's phone to your child's phone with only "NQFIND" in it. After your child's phone receives the text, it will report its current location back to you.

  37. Can I remotely uninstall the app from my child's phone?

    No, this must be done on your child's phone with your account (parent) password.

  38. Can my child uninstall the Family Protector app?

    Uninstallation protection prevents your child from uninstalling Family Protector on his phone. You need your U.S. Cellular Family Protector Account password to override uninstallation protection.

  39. Will a factory reset uninstall the Family Protector app?

    Yes, factory reset resets the phone back to original settings, including deleting all apps and info associated with them.

  40. What happens if my child turns off the phone?

    Parent will be able to see all info that has been uploaded prior to the child turning off the phone. However, no new data will be loaded while the phone is off.

  41. Is it possible to hide the Family Protector icon while it is running?

    No. For privacy reasons, the Family Protector icon in the notification bar is persistent.

  42. Family Protector Website

  43. How do I sign in to my account? How do I sign out?

    Sign in to the Family Protector website using your U.S. Cellular Account username and password. You can view your child's data only after signing in.
    To sign out, click the Sign out link at the top-right of the website. You are automatically signed out for security reasons after 20 minutes of inactivity.

  44. How do I change my password?

    To reset your password:
    • Sign in to the Family Protector website.
    • Click your email address in the top right corner.
    • In the "Password" section, enter your current password and new password.
    • Click Save.

  45. How can I view my child's text messages and call history?

    To view your child's text message and call history:
    • Sign in to the Family Protector website.
    • Click Reports > Calls and Messages.

  46. How do I see where my child has been?

    To see where your child has been:
    • Sign in to the Family Protector website.
    • Click Reports > Locations.

    Note: Your child's location is determined by their phone, which may use a combination of different technologies (GPS, Wi-Fi, Cell-ID) to determine their location. The accuracy of your child's location depends on the strength of these signals.

  47. What is a Geofence? How do I set it up?

    A Geofence is a virtual fence that will alert you via SMS (text message) when your child leaves or re-enters. The center location, size of a geofence and time interval when the fence is active are determined by you.

    To setup your child's geofence:
    • Sign in to the Family Protector website.
    • Click Reports > Locations > Geofences.
    • Click the edit button on the right of the selected Geofence to edit the name, area and time the Geofence is active.

  48. How do I see my child's apps?

    To see all the apps installed on your child's phone:
    • Sign in to the Family Protector website.
    • Click Reports > Apps.

  49. How do I see my child's camera photos?

    To see your child's camera photos:
    • Sign in to the Family Protector website.
    • Click Reports > Camera Photos.

    Note: This includes only pictures taken with your child's camera phone. It doesn't include other images sent to or downloaded onto their phone.

  50. How do I see my child's browsing history?

    To see your child's browsing history:
    • Sign in to the Family Protector website.
    • Click Reports > Browser History.
    • This includes blocked websites.

  51. How do I see my child's contacts?

    To see your child's contacts:
    • Sign in to the Family Protector website.
    • Click Reports > Contacts.

  52. What kinds of alerts are there?

    Alerts keep you informed about your child's smartphone activities that may be of concern to you, including:
    • Blocked websites that your child tries to visit.
    • Blocked apps that your child tries to install.
    • Calls/text messages from blocked contacts/numbers.
    • When he is in and out of the geofences (safe zones).
    • When a panic button has been pushed.

  53. Can I add more children to my account?

    You can add up to 5 children per account. You must login to the Family Protector website to add a child. This action will send a text message with the download link to the child's phone for him to download and install.

  54. I have 3 kids; can I monitor all of them on the same website?

    Yes. After adding a new child to your account, their profile will be displayed on the left side of the Family Protector website. Click the profile of the child you'd like to check up on.

  55. How do I change my child's profile picture?

    To change your child's profile picture:
    • Sign in to the Family Protector website.
    • Click the edit icon next to their photo.
    • Click Change picture.
    • Upload a photo for your child.
    • Crop the photo, if you like, and click Save.

  56. What formats can I use for my child's picture?

    Family Protector supports JPG, BMP, and other basic formats.

  57. What is the largest size I can upload?

    You can upload photos up to 2MB.

  58. Where can I download the Family Protector app?

    To receive the download link on your child's phone, add the child to your valid U.S. Cellular Family Protector account. If the app is simply uninstalled, however, you can download Family Protector again from Google Play.

  59. What is the "updated at" time?

    The "updated at" time is the last time that your child's phone sent any info to the Family Protector website.

  60. What do I do if forget my U.S. Cellular Account password?

    If you forget your password, you can reset it. Just click the Forgot your password? link on the Family Protector sign in page.

  61. How long is my child's data saved after I have deactivated my account?

    Your child's info is saved on the Family Protector website for 1 month. After 1 month, this data will be deleted and we won't be able to restore it for you.