Support


Family Protector FAQs

Setup Questions

  1. 1) What do I need to setup Family Protector?

    You will need a valid e-mail address, a computer with internet connection, your U.S. Cellular® phone and phone number, and your child's U.S. Cellular Android phone and phone number.

  2. 2) Why haven't I received the verification e-mail yet?

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

  3. 3) Why haven't I received the verification text message yet?

    If you have verified that the phone number you entered is correct, there may be a technical error between U.S. Cellular and the service provider which could cause a delay. Please attempt to resend the text on the Family Protector website.

  4. 4) How do I edit my phone number to receive the verification text message?

    First, log in to your U.S. Cellular Family Protector account online through the Family Protector website. After logging in, a pop-up will appear, asking you to verify your phone number via text message. If this phone number is incorrect, you may click on it to edit it. After the number has been saved, a new verification text message will be sent to the new phone number. If you do not have an eligible account (non-U.S. Cellular account, prepaid U.S. Cellular phone, government account, or business account), you will not be able to receive Family Protector service.

  5. App Questions

  6. 5) How does my child use the panic button?

    Your child can trigger the panic button by:

    - Pressing the phone's power button 5 times in a row (within two seconds).
    - Opening the Family Protector app and tapping the Panic button.

  7. 6) 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.

  8. 7) Does GPS need to be on to work?

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

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

    The Web Filter protects your child from viruses, other security threats, and inappropriate content. You can choose which website categories to allow or block, depending on what you think is appropriate for your child.

  10. What is the Web Filter block/allow 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. Or Web Filter > Web Filter Settings > Allow List.
    - Type the website URL to block or allow.
    - Tap Block Or Allow.

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

  11. 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. Being exposed to inappropriate content could have a negative effect on your child and some websites may contain viruses or malware.

  12. 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.

  13. What is a Contact Filter? How do I set it up?

    Contact filter works as a blacklist for you to control who your child is contacting and who is 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 numbers to blacklist and tap Add.

  14. 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.

  15. 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.

  16. 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.

  17. 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 but can be adjusted to 60 minutes, 1 hour, 2 hours, 6 hours, or 12 hours. You can review this info on the Family Protector website.

  18. What is the schedule function?

    The phone schedule lets you choose times to lock your child's phone and prevent them from using it.

  19. 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 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.

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

    No, this must be done on the device.

  21. Can my child uninstall the Family Protector app?

    The uninstallation protection feature prevents your child from uninstalling Family Protector on their phone. You need your U.S. Cellular Family Protector Account password to override the uninstallation protection.

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

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

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

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

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

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

  25. What happens to text/picture/video messages that are blocked during the blocked schedule?

    Blocked calls and text messages are not delivered to your child's phone nor would your child receive notification, however, you can view them (number from, time stamp, content) on the Family Protector website. Picture/video messaging is a different type of messaging and is not blocked by the app at this time.

  26. You can set up the service to block internet access during certain times. How does that work if they are connected to a WIFI network?

    The application on the child's device controls everything – independent of the data source whether it is WiFi, CDMA or LTE.

  27. Website Questions

  28. How do I change my password?

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

  29. 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.

  30. 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.

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

    A Geofence is a virtual fence that will alert you via text message when your child leaves or re-enters an allow area 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 of the Geofence.

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

    To see your child's apps:
    - Sign in to the Family Protector website.
    - Click Reports > Apps.

  33. 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.

  34. 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.

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

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

  36. What kinds of alerts are there?

    Alerts keep you informed about different events, including:
    - Blocked websites that your child tries to visit.
    - Blocked apps that your child tries to install.
    - Calls/text messages from blocked contacts.
    - When your child is in and out of the geo-fences (safe zones).
    - When a panic button has been pushed.

  37. Can I add more children to my account?

    You can add up to 5 children per account with Android devices. You must log in 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.

  38. What is the largest size I can upload?

    You can upload photos up to 2MB.

  39. 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 listed on the Family Protector sign in page.

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

    Your child's information is saved on the Family Protector website for 1 month. After 1 month, this data will be deleted and U.S. Cellular will not be able to restore it for you.