Walmart Family Mobile Customer Care Phone Number: Complete, Practical Guidance

Walmart Family Mobile is a prepaid wireless service sold at Walmart and operated by TracFone Wireless, Inc. (a Verizon company since November 23, 2021). If you need live help with activation, porting a number, billing, device issues, or SIM problems, the fastest route is to call customer care directly from your Family Mobile line or a separate phone.

The primary customer care phone number for Walmart Family Mobile is 1-877-440-9758. You can also dial 611 from a Family Mobile handset to reach the same care team. Below you’ll find hours, alternative channels, what to have ready when you call, and expert tips to resolve issues efficiently.

Official Customer Care Numbers and Hours

Call 1-877-440-9758 for general account support, activations, plan changes, porting in/out, SIM swaps, lost/stolen device suspensions, and technical troubleshooting. From a Family Mobile phone, dialing 611 routes you to the automated system with options to reach a live agent. If you use TTY, dial 711 to connect to the Telecommunications Relay Service and request Walmart Family Mobile at 1-877-440-9758.

Typical agent hours are 8:00 AM–11:45 PM Eastern Time, 7 days a week. Wait times tend to be shortest Tuesday–Thursday mornings (generally 2–10 minutes) and longest on weekends and evenings. If your line is inactive or you cannot place outbound calls, use a different phone to call the toll-free number or start a chat from the website.

Keep in mind that Walmart retail associates do not have access to your wireless account details. In-store Mobile Center staff can sell SIM kits and phones, but account-specific actions (credit adjustments, porting, unlock requests) must go through customer care or the online portal at myfamilymobile.com.

All the Ways to Contact Walmart Family Mobile

Phone support is best for time-sensitive issues like number porting, suspensions, or SIM/IMEI changes. For routine tasks—adding a plan, updating your payment method, or checking usage—the online account portal is usually faster. If you do not have an account yet, you can create one with your phone number and SIM/IMEI at myfamilymobile.com.

Use the channels below based on urgency and the type of help you need. Save the numbers in your contacts so you can reach them quickly if your phone is lost or your service is interrupted.

• Main customer care (voice): 1-877-440-9758
• From a Family Mobile phone: 611
• Website for account management, activation, and plan changes: https://www.myfamilymobile.com
• TRS/TTY access: Dial 711, then request 1-877-440-9758
• Walmart Corporate (not for account servicing): 1-800-925-6278 (1-800-WALMART) | 702 S.W. 8th Street, Bentonville, AR 72716

What to Have Ready Before You Call

Having the right identifiers and recent activity details on hand will speed up verification and reduce back-and-forth. Family Mobile (as a TracFone brand) uses multiple data points to validate ownership and protect your account from unauthorized changes. If you’re porting a number, the receiving carrier will also require precise account details from Family Mobile to avoid rejections.

If your phone is unavailable (lost, stolen, or not powering on), you can find most identifiers on the device box, your Walmart receipt, your SIM card, or your myfamilymobile.com account dashboard. If you’re unsure of anything (for example, your account PIN), the agent can help you reset it after identity verification.

• Phone number(s) on the account and the account holder’s full name and billing ZIP code
• Account PIN/passcode (if you set one); if unknown, be prepared to verify by text or email
• Device IMEI/MEID (dial *#06# on the phone, or check the box/Settings > About); SIM ICCID (19–20 digits printed on the SIM)
• Recent payment details (date, last 4 digits of card or Walmart gift card), current plan name and renewal date
• For porting: current carrier name, account number, and port-out PIN from that carrier; for port-out from Family Mobile, ask the agent to provide your account number and port PIN to ensure accuracy

Navigating the IVR and Reaching a Live Agent Faster

When you call 1-877-440-9758 or 611, the system will offer self-service options like balance, plan changes, and troubleshooting. If you need a person, say “representative” or choose the menu options for “technical support,” “number transfer/port,” or “lost or stolen phone.” These queues generally route to live agents more quickly than general billing.

If the line is disconnected or suspended, choose “technical support” first; agents can restore access after verification. For activations and number transfers, initiating the process online and then calling with your ticket/order number often shortens the call dramatically. Keep your case or ticket number handy for any follow-ups.

If you’re calling about a Walmart store purchase (e.g., a phone/SIM kit from a specific location), have the store number and receipt number available. While returns and exchanges follow Walmart’s retail policy, account provisioning or activation errors must be handled by Family Mobile support.

Common Account Tasks You Can Solve by Phone

Activation and SIM swaps: Agents can activate a new SIM, replace a damaged SIM, or move your number to a different device after verifying your IMEI and SIM ICCID. If your device supports the T‑Mobile network bands and is unlocked, activation is usually instant; otherwise, you may be guided to adjust APN settings to restore data and MMS.

Number transfers (porting): By FCC rules, “simple” ports typically complete within one business day once both carriers have the correct account number and port PIN. If a port-in stalls, ask the agent to read back the donor-carrier account number and PIN they have on file and re-submit. For porting out of Family Mobile, request your exact account number and port-out PIN from an agent or your online account to avoid mismatches.

Device unlocking: TracFone’s unlocking policy generally provides that eligible devices activated on or after 11/23/2021 are unlocked after 60 days of active service, subject to fraud checks and other conditions. For older activations and certain models, different timelines may apply. Confirm your specific device’s eligibility with an agent or review the policy at https://www.tfwunlockpolicy.com.

Escalations and Formal Complaints

If an issue isn’t resolved at first contact, ask for a supervisor or “Executive Resolutions.” Keep detailed notes: date/time, agent names or IDs, case numbers, and exact commitments (credits promised, port resubmission times, SIM shipment tracking). Reasonable escalation milestones are: initial agent, supervisor, and then Executive Resolutions if deadlines are missed.

For written correspondence about service disputes, you can write to TracFone Wireless, Inc., 9700 N.W. 112th Avenue, Miami, FL 33178. Regulatory complaints can be filed at the FCC’s Consumer Help Center (https://consumercomplaints.fcc.gov). Include your phone number, SIM ICCID, IMEI, case numbers, and a concise timeline; FCC submissions often prompt a carrier-level review within days.

If your issue involves a Walmart retail transaction (device not as described, packaging issues, or receipt corrections), contact the store directly with your receipt, or escalate via Walmart’s corporate channels at 1-800-925-6278 and 702 S.W. 8th Street, Bentonville, AR 72716. Note that retail return policies are distinct from carrier service policies.

Practical Troubleshooting Before You Call

Network/data: For T‑Mobile–based SIMs, verify APN settings after activation or a SIM swap. Typical values: APN fast.t-mobile.com; MMSC http://mms.msg.eng.t-mobile.com/mms/wapenc; APN type default,supl,mms; MCC 310; MNC 260. After saving, toggle Airplane Mode or reboot. If data still fails, reseat the SIM and check that cellular data and MMS are enabled in the device settings.

Coverage and device compatibility: Confirm local coverage with your ZIP code in the Coverage section of myfamilymobile.com. Many service issues result from devices lacking LTE/5G bands for the underlying network. If your phone was originally locked to another carrier, ensure it’s unlocked. You can check IMEI status on the site during activation, and agents can verify compatibility by IMEI over the phone.

Payments: If your refill failed, verify that the billing ZIP and CVV match your card, and that any Walmart gift card used for payment still has a sufficient balance. Keep the authorization/transaction ID from your bank or Walmart.com order, as agents can locate payments faster with those numbers.

Plan, SIM, and Device Basics Relevant to Support Calls

SIM kits and phones are sold in Walmart stores nationwide (more than 4,600 U.S. locations) and at walmart.com. SIM kits usually include all three sizes (nano/micro/standard) and typically retail between $0.99 and $9.88 depending on promotions. As of 2025, most activations use a physical SIM; ask customer care if eSIM is available for your device and market.

During activation, you may be asked for the SIM ICCID (19–20 digits starting with 89) and your device IMEI (15 digits). You can find these on the device box, under Settings > About, on the SIM carrier card, or by dialing *#06#. Keep these numbers, your account PIN, and your plan renewal date noted somewhere secure for future support interactions.

If you purchased an unlocked phone at Walmart, confirm it supports the network used by your Family Mobile SIM. Many unlocked devices support primary T‑Mobile LTE/5G bands (e.g., LTE bands 2/4/12/66; 5G n41/n71 on newer models). If speeds are poor, ask an agent to verify that your account provisioning includes the correct data features and that there are no tower outages in your area.