Welcome to Fam Support
Answers to the most common issues are listed below; scroll to find the question that best describes what you're experiencing. Or, type in a keyword using the "Search" bar.
"I can't hear friend(s)" or "My friends can't hear me"
You / your friend(s) may have forgotten to enable "Microphone" access for Fam when you / they first installed. There are a few ways of fixing this: First, go to the phone's Settings > Privacy > Microphone > Make sure Fam is turned "ON" (the green switch). Second, if that doesn't fix it or Microphone was already turned to the "ON" position, restart your / their phone and see if you can hear your friends/if they can hear you. Third, if that doesn't work, delete the Fam app, reinstall, open the Fam app on your homescreen, press your name at the top (you will see yourself in a Fam video room), and wait for the white "Allow Microphone Access?" pop up to appear, and carefully press "Allow." You may have to wait 30-60 seconds for this pop up to appear.
"When I press the pink button in iMessage it takes me to the App Store but doesn't load?"
Send your friends this link: https://appsto.re/us/bXQPgb.i, and make sure they have that Fam App installed. Then, tell your friend(s) to DELETE the "Fam Lite" app they have installed in their iMessage keyboard.
The reason it didn't work is because the friend(s) that sent the Fam iMessage Room sent it from the "Fam Lite" app, which is a VERY old version of the Fam app that is out of date and incompatible. Once they delete Fam Lite and have the regular Fam app installed, you'll all be good to go!
"How do I use Fam? How do I start a video chat in iMessage? How do I start a video chat in the Fam home screen app?"
"Can't see friend(s) / their screen is black" or "Friends say they can't see me"
You / your friend(s) may have forgotten to enable "Camera" access for Fam when you / they first installed. There are a few ways of fixing this: First, go to the phone's Settings > Privacy > Camera > Make sure Fam is turned "ON" (the green switch). Second, if that doesn't fix it, or if Camera was already turned to the "ON" position, restart your / their phone and try again. Third, if that also doesn't work, delete the Fam app, reinstall, open the main Fam app, press your name at the top (you will see yourself in a Fam video room), and wait for the white "Allow Camera Access?" pop up to appear, and carefully press "Allow." You may have to wait upwards of 30-60 seconds for this pop up to appear.
"I don't / my friend doesn't have a phone number. Can I / they use Fam with their email?"
Yes - but you / your friend will only be able to use the Fam app inside iMessage, since you / they won't be able to log in to the main Fam home screen app without a valid phone number. Do this: Send your friend a Fam iMessage link (the purple and pink image that gets sent through iMessage) and tell them to install the app from pressing that link. Now, whenever you send a Fam through iMessage to that friend who has an email address only, they will be able to join the call just by clicking it!
We will soon be adding email login options for those that don't have numbers!
"Do I have a username? Do my friends have usernames? How do I search friends to add to my group facetime call?"
Yes - your Username is located in your Profile on the main Fam app. Press the white menu button in the top left to access your username. Right now though, there is no way to add friends to a call by their username only (that is coming soon!)
To search friends and add them to your group facetime, press the white camrea button in the top right corner of the Fam app, and search their name by how you have them saved in your phone. Same for your friends - tell them to just search for you based on how they have you saved in their phones. For example: If you have your friend saved as "Kasey" in your phone contacts, just type "kasey." If you have your friend saved as "Kaseyyy 😎😈", type "kaseyyy" and they will show up.
"My screen keeps "dimming" / getting dark when I call inside iMessage?"
Open your phone's Settings > Display & Brigtness > Auto Lock > Set to "Never." As a reminder, you can use the main Fam home screen app to avoid your screen from dimming on the video call as well.
"How do you pause the video call to use other apps?"
- When group video calling inside iMessage, there will be a pink Fam button in the top left corner of your iMessage (this is the pause button). Press this button and you'll be directed to the Fam home screen app. Here, just press the home button on your iPhone/iPad/iPod and you'll be able to go on your home screen to use other apps, multitask, etc. A red bar will appear at the top of your phone screen that signifies you are using Fam "in the background."
- When group video calling inside the main Fam home screen app, simply press the home button on your iPhone/iPad/iPod, and a red bar will appear at the top of your phone screen that signifies you are using Fam "in the background."
"I'm not getting a code / my code isn't working"
If you do not receive a login code within 5 minutes of entering your phone number, do the following steps: delete the Fam app, reinstall, enter your phone number, request just one new code, then immediately email us at email@example.com with your phone number and subject header "Login Code." We will send your code via email!
If you try the above steps and your login code still doesn't work, reply to the email saying "didn't work," and we'll send your next new code. Also, make sure you have SMS texts enabled in your device's Settings in order to receive your login code (since they are sent as an SMS text). Also, triple check that you entered your phone number correctly.
"How do you play in the Draw Game?"
- Join or start a group facetime with at least one other friend, then press the blue game controller button in the bottom left corner of your screen
- Press "Draw with Fam"
- The following instructions for the Draw with Fam game will appear:
- One person draws a word on the screen 🎨
- Everyone else shouts guesses for the word out loud 🗣 (NOTE: if the app is not recognizing your voice when you're guessing, and if you guess correctly, tell the other person to double tap on your Fam screen to award you with a point!
- Whoever guesses correctly will flash green and will get 1 point ✳️
- First person to 10 points wins! 🏆
“Does Fam work on Mac/PCs or Android phones?"
No, not yet. Currently, there is no Android or Mac/PC versions available for Fam. We have received many requests for both computer and Android Fam apps, and they will most likely be ready by 2018! You will see us post updates about these on our Instagram (@TheFamapp), Twitter (@FamAppOfficial, our Fam App Store page, and via Fam Push Notifications.
"How many people can be in one video call at once?"
There is NO LIMIT to the number of people you can have in one fam call at once. We suggest not having more than 16 friends in the call at once though, because the screens get pretty small (its kind of funny!) NOTE: The more people you have on a call at once, the more of your phone's processing power will be used, and the faster your phone battery will drain. In addition, you may experience slightly more "lagginess," too.
"Every time I try to open the Fam app, it just keeps crashing without me seeing anything?"
First, go to your phone's Settings and make sure your software is at least iOS 10 or greater (Fam will not work on any software under iOS 10). If that doesn't work, restart your phone (hold the lock and home screen button at same time until your screen turns off and then back on), and try again. Finally, if that doesn't work, delete the Fam app and reinstall.
"How do I deactivate my Fam account?"
If you delete the Fam app from your phone, your account will be deactivated. While your Fam app is deleted, you will not appear as available to group video call to your friends. The only way to reactivate your Fam account is if you decide to reinstall the Fam app in the future. You will be sent a new secure login code the next time you try to sign in.
Need help, fam?
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