AT&T FamilyMap

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Welcome to the AT&T FamilyMap interactive help tool. To begin, please select your problem from the list below.

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  • Unable to log in
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    When you attempted to log in, you should have seen the following error message:

    The phone number or password you entered is incorrect. Please try again.

    In most cases, when you are unable to log in, it is because you are entering the wrong phone number or password. See below for possible reasons why this could happen:

    • You may have tried to log in using a phone number other than the main number for your account. You will need to log in using the main phone number.
    • You may have typed either the phone number or password incorrectly.
    • You may have tried to log in using your AT&T Wirelss Account Management password. AT&T FamilyMap is a separate account and could have a different password.
    • You may be remembering your password incorrectly. Note: A FamilyMap password must be at least six characters long and have at least one letter and one number. If you forgot your password, click here to reset your password.
  • Unable to add a child phone number during registration
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    Presently, you can only locate phones that are on the same AT&T account as your login phone number for FamilyMap.

    If the device that you wish to locate is on a different account, it will not display in the list of numbers when you try to add a new family member during registration. To be able to locate the device, it will need to be added to the FamilyMap account holder's AT&T Wireless account.

  • Unable to add a child phone number after registration
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    Presently, you can only locate phones that are on the same AT&T account as your login phone number for FamilyMap.

    If the device that you wish to locate is on a different account, it will not display in the list of numbers that can be added as family members. To be able to locate the device, it will need to be added to the FamilyMap account holder's AT&T Wireless account.

    If you have not yet reached the maxmimum number of family members for your FamilyMap account type and the phone number that you wish to locate is on the same AT&T account as your Parent number, then you can add the number to your FamilyMap account by logging in and clicking on the Add button on the My Family tab.

  • Forgot password
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    AT&T FamilyMap is separate from AT&T Wireless Account Management and you may have selected a different password.

    If you are unsuccessful in remembering your password, click here to reset your password.

  • Family Member receives a notification every time they are located
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    There is no way to completely stop all notifications to a locatable family member's device. However, you can limit location notifications to approximately once per month.

    To change a family member's notification options:

    1. Log in to FamilyMap.
    2. Click the Manage Account link in the upper right of the screen.
    3. Click Child Notifications.
    4. On the Child Notifications page, select either Every Locate or Occasional Reminders depending on preference.
    5. Click Save.
  • Scheduled Checks are not happening or are at the wrong time
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    Many Schedule problems are related to whether or not your Scheduled Check notifications are set up correctly.

    To find out whether the Schedule Checks are set up correctly:

    1. Log in to FamilyMap.
    2. Click the Schedules tab.
    3. Find the Scheduled Check that is having the problem. Note that Schedule Checks are listed under each family member's name.
    4. When you find the Schedule Check, click Edit. The Edit Schedule Check dialog displays.
    5. Check that the correct time and days are highlighted.
    6. If there is an error, select the correct time and days.
    7. Click Continue.
    8. Click Save to save your changes.

    Click here if the Scheduled Check was already set up correctly.

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    If your Scheduled Check is set up correctly, but you are not receiving notifications, you may have the notifications set up incorrectly.

    To view the notification options:

    1. Log in to FamilyMap.
    2. Click the Schedules tab.
    3. Find the Scheduled Check that is having the problem. Note that Schedule Checks are listed under each family member's name.
    4. When you find the Schedule Check, click Edit. The Edit Schedule Check dialog displays.
    5. Click Continue.
    6. Make sure that Send me a text message, Send me an email or Send an email to another address is selected (and the email address is their email)

    Note: If you have Send me an email selected, click on the Manage Account link in the top right part of the screen to make sure that your email address is correct.

    Click here if the notifications were already set up correctly

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    Now that you are sure that the you have your Scheduled Checks and notifications set up correctly, find out if the locations appear in the history. This indicates whether it is a problem with the notifications or if the Schedule Check is not happening at all.

    1. Click on the History tab
    2. Select the most recent day that the Scheduled Check should have happened by clicking the arrows to the right or left of Today's Activity
    3. Look for the Scheduled Check on that day at the appropriate time. A Scheduled Check will have a small blue calendar icon to the left of the location information

    Does the location from the Scheduled Check appear in the History? Yes, No

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    If a location for the Scheduled Check appears in the History, then the check is happening but you are not being notified. There could be a issue with the automated email not getting to your inbox. You should have already verified that your have the correct email address in the Manage Account section, so there may be an issue with your email account that is causing the notifications to be blocked. Check your spam folder to see if the notifications are being identified as spam by your email provider.

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    If a location for the Scheduled Check does not appear in the History, then the check is not happening. Remove and re-create that Scheduled Check so that the system can correct the settings.

    After doing this, if a location for the Scheduled Check appears in the History but you still don't receive the notification, then the automated email is not reaching your inbox. You should have already verified that you have the correct email address in the Manage Account section, so there may be an issue with the account that is causing the notifications to be blocked. Check your spam folder to see if the notifications are being identified as spam by your email provider.