Walmart Family Mobile Customer Care: A Complete, Practical Guide (2025)

Who runs Walmart Family Mobile and why it matters for support

Walmart Family Mobile launched in 2010 as a Walmart-branded prepaid service initially powered by T‑Mobile’s network. In 2016, day‑to‑day operations and customer support were moved under TracFone Wireless, while Walmart continued to sell the service exclusively in its stores. In November 2021, Verizon Communications completed its acquisition of TracFone Wireless, Inc., which means Walmart Family Mobile’s customer care operations today are handled by TracFone (a Verizon subsidiary), even though packaging may still reference “powered by T‑Mobile.”

For customers, this history explains two things you may notice when you contact support: references to TracFone/Walmart Family Mobile systems and policies (including unlocking and porting processes) and potential differences in the underlying network depending on when your SIM was issued. Always confirm coverage and compatible devices at myfamilymobile.com before activating or moving your number, and rely on the customer care channels below for the most up‑to‑date network specifics tied to your line.

How to contact Walmart Family Mobile customer care (fastest options first)

The quickest way from a Walmart Family Mobile phone is to dial 611 (free). From any phone, the published support line is 1‑877‑440‑9758. Agents support English and Spanish and maintain extended hours (typically 8:00 AM–11:45 PM Eastern, 7 days a week; holiday hours can vary). If you’re calling about a port‑in/port‑out, SIM swap, or lost/stolen device, say that first to get routed correctly.

Online support includes chat and account tools at myfamilymobile.com/support, with self‑service for activation at myfamilymobile.com/activate and refills at myfamilymobile.com/easyrefill. For formal correspondence (not a live support channel), TracFone Wireless, Inc. is located at 9700 NW 112th Ave, Miami, FL 33178. Walmart’s corporate address is 702 SW 8th St, Bentonville, AR 72716. When seeking help in person, visit the Walmart Electronics/Mobile center; staff can help with SIM kits, service cards, and basic device setup and can conference in customer care if account changes are needed.

• Phone support: 611 (from your Family Mobile phone) or 1‑877‑440‑9758 (7 days/week, extended hours).
• Web support: myfamilymobile.com/support (chat), myfamilymobile.com/activate (new activations), myfamilymobile.com/easyrefill (refills/Auto‑Pay).

What to have ready before you call or chat (to save 10–15 minutes)

Having the right identifiers at hand dramatically shortens verification and troubleshooting. Your SIM ICCID (usually a 19–20 digit number beginning with 89 on the SIM card or packaging) and your phone’s IMEI/IMEID (15–16 digits; on iPhone: Settings > General > About; on Android: Settings > About phone) are the most important. Also know your 4‑digit account PIN/security passcode set during activation—if you don’t recall it, ask the agent for identity verification options to reset it.

For number transfers (port‑in or port‑out), gather your current carrier’s account number and transfer PIN, the billing ZIP code, and the last 4 digits of the account holder’s SSN if your losing carrier requires it. Ports complete fastest when the name, address, and ZIP exactly match the losing carrier’s records. Most mobile‑to‑mobile ports complete in 2–24 hours; landline/VoIP ports can take 4–10 business days.

• Required IDs: SIM ICCID, device IMEI/IMEID, your 4‑digit account PIN.
• For ports: current carrier account number, transfer PIN, billing ZIP (exact match to the losing carrier).

Plan, billing, and refill help through customer care

Walmart Family Mobile is prepaid—there are no credit checks or annual contracts. You can add service using a Walmart Family Mobile service card (sold in Walmart stores; denominations vary by store) or by enrolling a credit/debit card at myfamilymobile.com/easyrefill. If you use physical cards, keep the receipt until the balance appears on your line; agents can trace most reloads with the transaction number found on the receipt. Taxes and fees vary by state and locality and will be shown at checkout online.

Customer care can change your rate plan on your next cycle, set up or cancel Auto‑Pay, and investigate missing or duplicate refills. If a refill PIN is unreadable or was scratched off, support can usually validate it using the card serial and receipt barcode. If you split service among multiple lines, ask the agent to confirm which line receives a given refill to avoid misapplied funds.

Number transfers (porting), SIM swaps, and lost/stolen procedures

To move your existing number to Walmart Family Mobile, activate at myfamilymobile.com/activate and choose “transfer my number,” then enter your current carrier’s account number and transfer PIN. Keep the old phone/SIM active until the port completes. You’ll receive status updates by text; once inbound calls arrive on your Family Mobile SIM, complete a reboot and test voice, data, and MMS. If a port stalls beyond 24 hours, call 1‑877‑440‑9758 and ask for porting support with your ticket/reference number.

For SIM swaps (new phone or damaged SIM), provide your SIM ICCID and the new device’s IMEI so the agent can update the network. After a swap, power‑cycle the phone and, if needed, toggle airplane mode or reset network settings. If your phone is lost or stolen, call immediately to suspend service and blacklist the device’s IMEI; you can later restore service to a replacement SIM once you recover your number.

Device support, unlocking, and warranty basics

Customer care can assist with voicemail resets, PUK codes for SIM unlock after too many PIN attempts, and basic data/MMS troubleshooting. For APN/data issues, agents can push carrier settings over the air or walk you through manual APN entry based on your SIM and device model. Always test with Wi‑Fi off to validate mobile data, and send a test MMS to confirm picture messaging.

Unlocking: TracFone‑family unlocking policies updated in late 2021 generally allow eligible Walmart Family Mobile‑branded handsets to be unlocked after 60 days of active service, provided the device has not been reported lost/stolen or fraud‑flagged and all terms are met. BYOP (bring‑your‑own‑phone) devices follow the manufacturer’s/SIM‑carrier policies and are not re‑locked by Walmart Family Mobile. For warranty claims, most handsets carry a 1‑year manufacturer warranty—customer care can provide proof of activation and direct you to the appropriate brand’s RMA process. If you purchased the device at Walmart, check your receipt; many stores have a shorter return window for wireless devices than for general merchandise.

Escalations, complaint paths, and documentation

If an issue isn’t resolved on the first contact, ask the agent to document your case and provide a ticket number before you hang up. When escalating, summarize the timeline, the phone numbers involved, relevant ICCID/IMEI, and any error messages. Having a concise chronology increases the odds the supervisor or back‑office team can act quickly, especially for stalled ports, repeated failed refills, or IMEI blacklist disputes.

For formal complaints after reasonable attempts with customer care, you can write to TracFone Wireless, Inc., 9700 NW 112th Ave, Miami, FL 33178, including your ticket numbers and copies of receipts. You may also file a complaint with the FCC at consumercomplaints.fcc.gov for unresolved number portability or billing issues; carriers are required to respond to FCC inquiries, which often accelerates complex cases. Keep all correspondence, screenshots, and call logs with dates/times for reference.

Quick reference (save these)

Primary support: 611 (from your Family Mobile phone) or 1‑877‑440‑9758. Web: myfamilymobile.com/support, myfamilymobile.com/activate, myfamilymobile.com/easyrefill. Corporate mailing: TracFone Wireless, Inc., 9700 NW 112th Ave, Miami, FL 33178; Walmart, Inc., 702 SW 8th St, Bentonville, AR 72716. Typical support hours: 8:00 AM–11:45 PM Eastern, 7 days a week.

How do I reactivate my Walmart Family Mobile?

REACTIVATE To reactivate your service from any mobile phone, text the word REACT to 611611 or click here.

How do I contact Walmart Family Mobile?

For assistance or more information about your Walmart Family Mobile Product or Service, please contact Walmart Family Mobile Customer Care at 1-877-440-9758.

What cell phone provider is Walmart Family Mobile?

Verizon
Walmart Family Mobile is part of the Verizon Value portfolio of prepaid brands, which includes Total Wireless, Visible, Tracfone, Simple Mobile, SafeLink, Straight Talk, and Verizon Prepaid.

What is the phone number for Walmart Family Mobile ACP?

If your household was approved for the ACP discount, you can keep your current device (smartphone, hotspot or tablet) and your current phone number by contacting MyFamilyMobile at 1-877-440-9758 and an agent will be happy to help you. Just call from a different phone and have your account number and password handy.