Support
If you have a question, we may have already answered it! Browse or Search our FAQ below.
If you have a need that is not addressed by the FAQ, please use our contact form or the live chat in the bottom right corner of this web page.
Our live response hours are 3:00pm - 7:00pm Mountain Time. You are welcome to contact us outside of those hours and we will respond as soon as we are available.
Find the FamilyHotline member app for Android and iOS here. If you've already purchased a tablet for your Hub User (the older adult), you can use the tablet's browser to visit familyhotline.app to download and install the Hub App.
As many as you want!
As many as you want!
Yes! You can use the menu in the top right corner of your mobile app to join or create a new group, and switch between groups you’ve already joined or created.
Yes! You will set your general availability, hotline settings, and relationship information for each group you join or create.
Your picture will only show up when you are set as available in the Member App. If you are not showing up on the hub app, check the Schedule page on your Member App to make sure you're set as available.
You will only show up in the hotline call rotation if you are both set as available and opted in to hotline calls on the "Schedule" page of your Member App.
Note that under "Opt In/Out of hotline calls" , the toggle color is green when you are opted in.
Make sure the tablet is plugged in. Make sure the tablet’s settings for Screen Sleep are set to Never. Make sure the tablet is turned on and awake.
If you are creating a new account and didn’t receive a verification code, first check your text messages. If you haven’t received anything, go back to your Family Hotline Member app, and you’ll see that the code is valid for 3 minutes. If you don’t receive the code by the time the timer reaches 0:00, tap Resend Code.
If you still don’t receive the verification code, you may have mistyped your phone number when creating your account - close the app and reopen it, and start over creating your account to make sure you entered the correct phone number.
In your Member app on your phone, tap the blue circle in the top right corner, and near the bottom of the menu you’ll see an option called “Contact Support”. Alternatively, you can contact us via the form on our website.
When possible, please include your Family Group Code in your support messages.
You’ll need to have all permissions enabled for calls to work properly. On your phone, go to Settings and select the Family Hotline Member app. To receive calls, you’ll need to have your notification permission turned on.
iOS
Search Family Hotline Member in the App Store, and tap the "Update" button. If the store listing doesn't say "Update", there are no updates available. You can also enable automatic updates in your device settings for the Family Hotline Member app. Android
We will notify you via email when Android updates are available. To update your app, uninstall your current version of the Family Hotline Member app by long pressing it and dragging it to the “Uninstall” icon at the top of your screen. Once uninstalled, use your phone’s browser to visit https://familyhotline.com/android and follow the instructions on the screen. Once installed, you’ll be able to sign in with your existing account information. Make sure to allow all requested permissions when you open the app.
From the Login screen in the Family Hotline Member App, tap “Forgot Password”. You will receive a text message with a 5 digit code. Enter that code on the screen and press the blue “Done” button. Then enter and confirm your new password, ensuring that it includes at least 1 capital letter, 1 special character, and 1 number.
Swipe down from the top of the screen and long press on the WiFi icon to check if your tablet is connected to a WiFi network. Once connected, you may need to force close and reopen the app from Settings > Apps & Notifications > See All Apps > Family Hotline Hub.
First make sure you tablet is plugged in and powered on. Then verify the internet connection by swiping down from the top of the screen and long press on the WiFi icon. If needed reconnect to the WiFi network. Once connected, you may need to force close and reopen the app from Settings > Apps & Notifications > See All Apps > Family Hotline Hub.
In your FamilyHotline Member app, tap the menu in the top right corner, and select "Delete Account" from the bottom of the menu. Confirm your selection. This will completely remove your account and all of your data from our database.