Walmart Family Mobile v2

Hello! I'm Marty!

I'm here to help you out with any questions you may have about Family Mobile, our products, and our services.

To get started, select an option below.

#CurrentCustomer
#NewCustomer

Current Customer

To validate your account, please enter the telephone number, ESN or ICCID.

You can also Continue Without Validating.

Continue Without Validating

serviceStatus=ACTIVE
3052981955 / 104272240754825

Thanks for using our self-support platform. What can I help you with today?

#currentCustomer

r

VariablesphoneNumber: [[phoneNumber]]serviceStatus: [[serviceStatus]]carrierStatus: [[carrierStatus]]deviceType: [[deviceType]]throttleStatus: [[throttleStatus]]airtimeReserveCount: [[airtimeReserveCount]]isAutoRefill: [[isAutoRefill]]validFor: [[validFor]]isEndDateLessThan5Days: [[isEndDateLessThan5Days]]isPhoneNumberVerified: [[isPhoneNumberVerified]]

Check My Usage

phoneNumber=None

Please enter your 10-digit telephone number.

[customVar myAccount=[REPLY]]

#enterESN

r

Set Variable[customVar myAccount=[[REPLY]]]Use Variable for ConditionsphoneNumber: [[phoneNumber]]serviceStatus: [[serviceStatus]]carrierStatus: [[carrierStatus]]deviceType: [[deviceType]]throttleStatus: [[throttleStatus]]airtimeReserveCount: [[airtimeReserveCount]]isAutoRefill: [[isAutoRefill]]validFor: [[validFor]]isEndDateLessThan5Days: [[isEndDateLessThan5Days]]

Run through Resource Management

serviceStatus=ACTIVE
myAccount=Check My Usage

isPhoneNumberVerified=False

I just texted you a 6-digit code. Please enter it below.

#enterOtpCode

r

Out Webhook: [[ngrok]]/otp-and-check-usage?phoneNumber=[[phoneNumber]]&isPhoneNumberVerified=False&code=[[REPLY]]

isPhoneNumberVerified=True
isAbleToCheckUsage=True

Here is a summary of your data usage

used: [[usageUsed]]
remaining: [[usageRemaining]]
total: [[usageTotal]]

If you need more data, you can purchase a data refill here.

Please take our short survey at the bottom and let us know how we are doing!

#checkMyUsage

Main Menu

Buy a Service Plan

Take a survey

isPhoneNumberVerified=True
isAbleToCheckUsage=False

Unable to check your data usage.

#unableToCheckUsage

Main Menu

Take a survey

isPhoneNumberVerified=False

That was an invalid code. I just sent a new one, please enter that code.

#invalidOTPCode

r

Out Webhook: [[ngrok]]/otp-and-check-usage?phoneNumber=[[phoneNumber]]&isPhoneNumberVerified=False&code=[[REPLY]]

isPhoneNumberVerified=True

Check Due Date

phoneNumber=None

Please enter your 10-digit telephone number.

[customVar myAccount=[REPLY]]

#enterESN

Run through Resource Management

serviceStatus=ACTIVE
myAccount=Check Due Date

isPhoneNumberVerified=False

I just texted you a 6-digit code. Please enter it below.

#dueDateEnterOtp

r

Out Webhook: [[ngrok]]/otp-and-check-usage?phoneNumber=[[phoneNumber]]&isPhoneNumberVerified=False&code=[[REPLY]]

isPhoneNumberVerified=True
isAbleToDueDate=True

Your due date is: [[dueDate]].
Please take our short survey at the bottom and let us know how we are doing!

#checkMyDueDate

Main Menu

Take a survey

isPhoneNumberVerified=True
isAbleToCheckUsage=False

I'm unable to check your data usage.

#unableToCheckDueDate

Main Menu

Take a survey

isPhoneNumberVerified=False

That was an invalid code. I just sent a new one, please enter that code.

#dueDateInvalidOTPCode

isPhoneNumberVerified=True

Add or Refill

phoneNumber!=None

Please enter the 15-digit PIN on the Service Plan card.

#addOrRefil

3CI=You entered an invalid PIN. Please try again. If it still doesn’t work, please call 611.

3CI=Sorry! This PIN has already been redeemed, please try a new PIN.

* Any response override by 3ci

Please take our short survey at the bottom and let us know how we are doing!

#Add_or_Reactivate_Selection

Home

Take a survey

3CI=Success

Success! Your card's been added to your reserve. We'll apply it on your next refill date, unless you'd rather add it now. To add it now, reply NOW--and then sit tight. It'll take up to 5 minutes to process.
Please take our short survey at the bottom and let us know how we are doing!

#Add_Now_Question

NOW

inWebhook=[[botApiWebhook]]/now-add?action=now

#NowBlock

Heads-up: If you add from your reserve now, you'll lose any remaining current service days and balance. Is that okay? Reply with YES or NO.

#Are_you_sure_disclaimer

YES

inWebhook=[[botApiWebhook]]/now-add?action=disclaimernowyes&brand=[[brandShortCode]]

#DisclaimerYES

Great! I'm processing your request. Please wait 5 minutes before checking your data balance.

Please take our short survey at the bottom and let us know how we are doing!

#Now_Added_Success

Take a survey

Home

NO

Thanks. If you need further assistance, call 611. To add another PIN, select Add.

Please take our short survey at the bottom and let us know how we are doing!

#DisclaimerNO

Take a survey

Add

Home

3CI=You have nothing in Reserve. Please reply with ADD and your PIN.

Take a survey

Home

phoneNumber=None

Please enter the 10-digit phone number you'd like to apply service to.

#addOrRefillNumber

isValidInput=True

isValidInput=False

That phone number was not 10 digits, please try again.

#addOrRefillNumberInvalid

isValidInput=True

Reactivate

phoneNumber!=None

Please enter the 15-digit PIN on the Service Plan card.

#reactivate

3CI

phoneNumber=None

Please enter the 10-digit phone number you'd like to apply service to.

#reactivateNumber

isValidInput=True

isValidInput=False

That PIN was not 15 digits, please try again.

#reactivateNumberInvalid

isValidInput=True

Technical Support

Ok, I can provide technical support for the following.

#technicalSupport

Data/Internet Issues

Okay, we will complete the following troubleshooting steps:

Validate your Phone Number
Verify your Data Usage
Verify your Due Date
Verify your Data/Carrier Settings

To continue, click Begin.

[customVar issues=[[REPLY]]]

#internetIssues

Begin
phoneNumber!=None

Enter the 6-digit verification code that was sent to your device.

#suiVerificationCode

r

VariablesphoneNumber: [[phoneNumber]]isPhoneNumberVerified: [[isPhoneNumberVerified]]DueDateNotExpired: [[DueDateNotExpired]]DataUsageAvailable: [[DataUsageAvailable]]issues: [[issues]]statusCode: [[statusCode]]statusMessage: [[statusMessage]]inquiryResult: [[inquiryResult]]autofixResult: [[autofixResult]]

isPhoneNumberVerified=False

That was an invalid code. I just sent a new one, please enter that code.

#suiInvalidCode

DueDateNotExpired=False

It looks like you are past your due date. You can refill here

#suiDueDateExpired

Connect to Live Agent

Take a survey

Back

Technical Support

DataUsageAvailable=False
issues=Data/Internet Issues

It looks like you are over your data limit. You can purchase a data refill here

#suiDataUsageLimit

Connect to Live Agent

Take a survey

Back

Technical Support

statusCode=
30101, 30102, 30103, 30104, 40101, 40102, 999

I have verified your phone number, service balance and Due Date. However, I'm unable to verify your device's carrier settings. Turn your phone off and back on and try your transaction again. I can also connect you to a Live Chat Agent for further assistance.

#suiStatusCodeError

Connect to Live Agent

Take a survey

Back

Technical Support

inquiryResult=NO_MISMATCH_FOUND

Data available: Verified
Plan active: Verified
Enhanced troubleshooting: I’ve checked your device and could not identify what may be causing the problem. The next step is to re-program your device. Turn your device OFF and back ON, wait a few minutes and try again. If you are still experiencing issues, I can connect you to a Live Chat Agent for further assistance.
Please take our short survey at the bottom and let us know how we are doing!

#suiResponseNoMismatchFound

Connect to Live Agent

Take a survey

Back

Technical Support

inquiryResult=PENDING
autofixResult=PENDING or EMPTY

Data available: Verified
Plan active: Verified
Enhanced troubleshooting: We have verified your phone number, Data Usage, and Due Date. However, there was a problem verifying your carrier settings. Please try again later or I can connect you to a Live Chat Agent for further assistance. Please take our short survey at the bottom and let us know how we are doing!

#suiResponsePendingEmpty

Connect to Live Agent

Take a survey

Back

Technical Support

inquiryResult=FAILED
autofixResult=EMPTY

Data available: Verified
Plan active: Verified
Enhanced troubleshooting: I am unable to check your device’s settings at this time. I can connect you to a Live Chat Agent for further assistance. Please take our short survey at the bottom and let us know how we are doing!

#suiResponseFailedEmpty

Connect to Live Agent

Take a survey

Back

Technical Support

inquiryResult=EXPIRED
autofixResult=EMPTY

inquiryResult=MISMATCH_FOUND
autofixResult=FAILED

Data available: Verified
Plan active: Verified
Enhanced troubleshooting: I identified an issue with your service but was unable to fix it at this time. I can connect you to a Live Chat Agent for further assistance. Please take our short survey at the bottom and let us know how we are doing!

#suiResponseMatchFoundFailed

Connect to Live Agent

Take a survey

Back

Technical Support

inquiryResult=MISMATCH_FOUND
autofixResult=PENDING or EMPTY

Data available: Verified
Plan active: Verified
Enhanced troubleshooting: I identified an issue with your service. Fixing it can take up to 5 min to complete. Turn your device OFF and back ON, wait a few minutes and try again. If you are still experiencing issues, I can connect you to a Live Chat Agent for further assistance. Please take our short survey at the bottom and let us know how we are doing!

#suiResponseMismatchFoundPending

Connect to Live Agent

Take a survey

Back

Technical Support

inquiryResult=MISMATCH_FOUND
autofixResult=SUCCESS

Data available: Verified
Plan active: Verified
Enhanced troubleshooting: Good news, I’ve checked your service and solved an issue. To complete this fix, Turn your device OFF and back ON, wait a few minutes and try again. If you are still experiencing issues, I can connect you to a Live Chat Agent for further assistance. Please take our short survey at the bottom and let us know how we are doing!

#suiResponseMatchFoundSuccess

Connect to Live Agent

Take a survey

Back

Technical Support

Begin
phoneNumber=None

Please enter your Phone Number below. (No dashes or spaces)

#suiEnterNumber

isValidInput=True

isValidInput=False

Invalid 10-digit phone number. Please try again.

#suiInvalidNumber

Back

Return to Technical Support

Text/Calls Issues

Okay, we will complete the following troubleshooting steps:

Validate your Phone Number
Verify Voice/Text Balance
Verify your Due Date
Verify your Carrier Settings

To continue, click Begin.

#textCallIssues

Device/Phone Issues

Tell me what problem you are having. Please describe the problem in simple terms. For example, type my phone is overheating. This will help me locate the issue easier.

#troubleshootQuestion

r

{ "isIntentIdentified": "True", "intentName": "LauncherStopped", "faqTitle": "Phone is getting an error message: \"Unfortunately Launcher Has Stopped.\"", "faqURL": "https://support.straighttalk.com/faqs/1651185?device=24961", "navURL": "/faqs/1651185?device=24961"}

isIntentIdentified=True

I found a possible answer to your issue. Here's a link to an article [[faqTitle]], that can help you with that problem. If you would like to speak to an agent, click Agent if you have found the answer to your question click Restart.

#troubleshootAnswer

Search Again

Main Menu

isIntentIdentified=False

I'm sorry, I didn't understand that. Can you please state your issue again in a different way?

#troubleshootNoAnswer

Search Again

Main Menu

Agent

Back

Go Back to Main Menu

Voicemail Help

What voicemail-related issues are you experiencing?

#voicemailHelp

Setup

To set up your voicemail, follow the steps below:

Tap and hold the "1" key. Your phone will automatically call "Voicemail."
Once the call is connected, follow the prompts.

#voicemailSetup

Back

Main Menu

Change Password

On your mobile phone, press *86 then press CALL or SEND depending on the phone model. When you hear the greeting, enter your password and press #, then follow the instructions. Press 4 for personal options. Press 2 for administrative options. Press 1 to establish or change general options, then press 1 to change your password.

#voicemailChangePassword

Back

Main Menu

Access

To check your voicemail, tap and hold the "1" key.

#voicemailAccess

Back

Main Menu

Back

Back

Other Issues

Click an option below. If you want a list of topics select Available Keywords.

#otherIssue

Popular Questions

Need help? I've got your back. Please select an option below and we'll get started.

#popularQuestions

BYOP

Here are the most frequently asked questions on that topic. For more help go to the [[brand]] support site.

#frequentlyAsk

How can I obtain Straight Talk LTE BYOP service?

To obtain Straight Talk LTE service, your phone must have LTE Technology and be compatible with one of our Bring Your Own Phone (BYOP) Programs.

#faqContent

Other Issues

Go back to Other Issues

611611

Voicemail

International Long Distance

Device Specs and Tutorial

[[urlDevicePicker]]

Back

isFlashHot=1

We have important information regarding your service: “<Present script returned by service.>"

We need further assistance from one of our agents. Please select “Chat with Agent” to continue.

#hotFlash

Chat with Agent

serviceStatus=NEW
260026124494197

I see this device needs to be activated.

Would you like to keep your current phone number?

This is sometimes referred to as "Porting your number."

[customVar imei=[[REPLY]]]

#redirectToActivation

No

Before we get started, check to make sure you have everything you need.

Your Phone with the battery at least 50% charged
Your SIM card
Your IMEI/MEID/Serial Number from your activation card
A Service Plan Card
A valid e-mail address

When you are ready to begin, Please enter the SIM or ICCID below.

19 to 20 digits

#activationEnterSim

1234567890123456789

Enter Zip Code

[customVar sim=[[REPLY]]]

#activationEnterZipCode

12345

How would you like to activate your new phone?

[customVar zipcode=[[REPLY]]]

#activationServicePlan

I have service plan card

Please enter the Service Plan PIN.

15 digits

#activationEnterPlanPin

isValidPin=False

Invalid, Please enter 15 Digit PIN.

#activationInvalidPin

statusCode=0

WE'RE ALMOST DONE!

Follow the steps below to begin using your device

1. Turn your phone OFF and back ON.
2. Make a call.
3. If your call does not connect, wait 5 minutes, reboot your phone and try again.

If you are unable to make a call after completing these steps, please call 1-877-430-CELL for agent assistance.

#activationSuccess

statusCode!=0

[[statusMessage]]

#activationFailed

Purchase/Buy service plan

[[urlBuyPlan]]

Yes

To successfully complete this process, you will need to provide the following information:

Serial number or SIM card number
Service plan card or CC
About your current service provider:

Account holder's name.
Registered address.
Account number.
Account PIN or password.
Once you have all this information ready you can:

Visit here to Activate online, Call 1-877-430-CELL (2355), or I can connect you to a live Chat agent.

#activationKeepNumber

Chat with Agent

[[urlChatSupport]]

serviceStatus=PASTDUE or USED
7864933762

I see this line has been deactivate it. Would you like to reactivate it now?

#pastDueOrUsed

Yes

reactivate

No

currentCustomer

serviceStatus=PASTDUE or USED
airtimeReserveCount>0

I see this line has been deactivated and you have a PIN in reserve. Would you like to reactivate it now?

#pastDueOrUsedWithReserved

Yes

applyNowEnterOtp

No

currentCustomer

serviceStatus=STOLEN or RISK ASSESSMENT
7864730506

“We need further assistance from one of our agents. Please click on “Chat with Agent” to continue.”

#stolenOrRiskAssessment

Chat with Agent

[[urlChatSupport]]

carrierStatus=CARRIERPENDING

Before we continue, your device has a pending transaction that needs to be processed. Please wait about 5 minutes for the transaction to complete.”

#runAPI
#carrierPending

Chat with Agent

[[urlChatSupport]]

Restart

carrierStatus=OTAPENDING
7863292945

Your device has a pending transaction. Let’s clear it before we continue. Please allow me some time to process this.

otaStatusCode=0

It looks like I’ll need further assistance from one of our agents. Please click on “Chat with Agent” to continue

#otaPending

Chat with Agent

Restart

otaStatusCode=200

I’ve sent some codes to your device. Please wait about 5 minutes for the transaction to complete and contact us back once it is processed. (Display chat with Agent option)

#otaPending200

Chat with Agent

Restart

serviceStatus=ACTIVE
throttleStatus=YES
airtimeReserveCount=0
7862463636

I see you ran out of high-speed data. Would you like to refill your service now?”

#dataThrottled

Yes

addOrRefil

No

currentCustomer

serviceStatus=ACTIVE
throttleStatus=YES
airtimeReserveCount>0
3058989495

I see you ran out of high-speed data. Would you like to add the plan you have on your reserve now?

#dataThrottledWithReserved

Yes

I just texted you a 6-digit code. Please enter it below.

#applyNowEnterOtp

inWebhook: [[botApiWebhook]]/add-react?phoneNum=[[phoneNumber]]&action=now&brand=[[brandShortCode]]

#applyNow

No

currentCustomer

serviceStatus=ACTIVE
isEndDateLessThan5Days=True
isAutoRefill=0
airtimeReserveCount=0

I see your service is close to its expiration date. Would you like to refill your service now?

#closeToExpiration

Yes

addOrRefil

No

currentCustomer

serviceStatus=ACTIVE
isEndDateLessThan5Days=True
isAutoRefill=0
airtimeReserveCount>0

display a message like: “I see your service is close to its expiration date. Would you like to add the card you have on your reserve now?

#closeToExpirationWithReserve

Yes

No

currentCustomer

serviceStatus=NULL

That's an invalid phone number, ESN or CCID. Please try again or Continue Without Validating.

#invalidPhoneNumber

deviceType=UNSUPPORTED or NULL

Just Store this Variable for Future Use

Become a Customer

What can I help you with?

#becomeCustomer

Switch to [[brand]]

Switching to [[brand]] is simple!

If you'd like to use your current phone, click "Select Carrier" so we can verify your compatibility.

Otherwise, select "Find a Phone" to purchase a new [[brand]] device.

#switchToBrand

Select Carrier

Let's begin. Who is your current carrier?

#selectCarrier

Verizon

Select the type of device that you currently have.

#carrierVerizon

iPhone

On your device
Dial *#06# to find your device ID (IMEI)

Enter your IMEI below.

#checkIPhoneCompatibility

isValidImei=True

Great, it looks like your device is compatible with [[brand]]!

Now all you need is:

An Activation & SIM Kit
A Plan that fits you.

#compatiblePhone

Activate Now

Would you like to keep your current phone number?

This is sometimes referred to as "Porting your number."

#activationSelectNumber

No

Before we get started, check to make sure you have everything you need.

Your Phone with the battery at least 50% charged
Your SIM card
Your IMEI/MEID/Serial Number from your activation card
A Service Plan Card
A valid e-mail address
When you are ready to begin, please enter your IMEI below.

14 to 18 digits

#activationEnterIMEI

isValidInput=True

Please enter the SIM/ICCID below.

19 to 20 digits

#activationEnterSim

isValidInput=True

Enter Zip Code

#activationEnterZipCode

isValidInput=True

How would you like to activate your new phone?

#activationServicePlan

I have service plan card

Please enter the Service Plan PIN.

15 digits

#activationEnterPlanPin

isValidPin=False

Invalid, Please enter 15 Digit PIN.

#activationInvalidPin

statusCode=0

WE'RE ALMOST DONE!

Follow the steps below to begin using your device

1. Turn your phone OFF and back ON.
2. Make a call.
3. If your call does not connect, wait 5 minutes, reboot your phone and try again.

If you are unable to make a call after completing these steps, please call 1-877-430-CELL for agent assistance.

#activationSuccess

statusCode!=0

[[statusMessage]]

#activationFailed

Purchase/Buy service plan

urlBuyPlan

isValidInput=False

Invalid, Please enter 5 Digit Zip Code.

#activationReEnterZipCode

isValidInput=False

Invalid SIM / ICCID, Please enter 19 to 20 digits.

#activationReEnterSim

isValidInput=False

Invalid IMEI.

Please enter a 14 to 18 digit IMEI.

#activationReEnterIMEI

Yes

To successfully complete this process, you will need to provide the following information:

Serial number or SIM card number
Service plan card or CC
About your current service provider:

Account holder's name.
Registered address.
Account number.
Account PIN or password.
Once you have all this information ready you can:

Visit here to Activate online, Call 1-877-430-CELL (2355), or I can connect you to a live Chat agent.

#activationKeepNumber

Chat with Agent

[[urlChatSupport]]

Shop Plans

[[urlBuPlan]]

isValidImei=False

It looks like your IMEI is either invalid or locked. Our agents can help you!

Enter a new IMEI to try again, or type Agent below to get connected.

#invalidPhoneImei

Android

Sprint

In order to bring your phone to Wallmart Family Mobile, you will need a T-Mobile-compatible device or an unlocked GSM device that operates at 1900 Mhz frequency (Band 2).

For LTE Service, Bands 2 and 4 are required or in some areas, Band 12

#carrierSprint

Find a Phone

Restart

AT&T

Great news! Your phone is compatible!

The next part is easy. All you need is:

A Keep-Your-Own-Phone SIM Kit
A Service Plan

#carrierAttAndTMobile

Buy SIM Kit

I have a SIM Kit - Buy a Plan

[[urlBuyPlan]]

Activate Now

T-Mobile

Great news! Your phone is compatible!

The next part is easy. All you need is:

A Keep-Your-Own-Phone SIM Kit
A Service Plan

#carrierAttAndTMobile

Buy SIM Kit

I have a SIM Kit - Buy a Plan

[[urlBuyPlan]]

Activate Now

Find a Phone

[[urlFindPhone]]

Back

Why [[brand]]?

With [[brand]], you never have to worry about:

No long-term contracts or monthly bills
No credit checks
No activation fees
Monthly Bills

If you're interested in joining the Total Wireless family, select an option below to see what we have to offer.

#whyBrand

Best Plans

With [[brand]], you'll get the best coverage as well as unlimited talk and text no matter which service plan you choose!

If you're ready to pick a plan, just select the amount of high-speed data you'll need and we'll help you from there.

#bestPlan

Switch to [[brand]]

Why [[brand]]?

Best Coverage

You deserve the best, and we agree.

That's why we're on all four of America's best networks so that you always have the nation's best coverage.

Did you know [[brand]] covers 99.6% of Americans?

To see if we offer service in your area, check out our Coverage Maps here

#bestCoverage

Switch to [[brand]]

Why [[brand]]?

No Contracts

With Total [[brand]], you get unlimited talk and text, plus the amount of data you need without committing to a contract, because that’s how wireless should be.

#NoContracts

Switch to [[brand]]

Why [[brand]]?

Back

Activation & SIM Kit

Are you ready to activate your device? All you need is a SIM Kit.

If you need to purchase one, go to our Shop Page here.

I can also help you with:

Activating your device
Inserting your SIM Card

Which can I help you with?

#activationAndSimKit

Activate Phone

Insert SIM

Here is a video showing you how to insert your SIM card.

#insertSimCardVideo

Activate Phone

Back

Back