Official Family Safe Word support

Create a plan before an urgent call.

Family Safe Word helps a household agree how to verify a caller. It never asks you to type or send the actual family phrase.

Set up the plan

  1. Agree the phrase together, away from social media and public conversation.
  2. Do not send it by text, email or support request.
  3. Choose a trusted callback name and number.
  4. Agree that nobody pays, shares codes or gives card details before verification.
  5. Practise the plan while everyone is calm.

Family Kit

Family Kit is an optional one-time purchase handled by Apple. If access is missing after reinstalling or changing devices, use Restore Purchase in the app while signed in to the Apple Account used for the purchase.

Reminders

The optional monthly reminder is scheduled for the first day of the month. You can change it in the app’s Settings and control notification permission in Apple Settings.

If fraud may be happening now

Stop the call or message. Do not send money, card details or one-time codes. Contact your bank or the organisation involved using a number you already trust or one from its official website.

Before contacting support

  • Confirm your iPhone and the app are up to date.
  • Note the screen and step where the issue occurred.
  • Do not include the family phrase.
  • Do not include financial or identity documents.