Frequently Asked Questions

Q: How do I register my family?
A: By clicking on Register Now!

Q: How do I get a photograph onto the system?
A: You can either upload an image directly from your own computer into your family account (please follow the instructions upon registering) or you can visit any Vodafone store in the UK, where photographs will be taken and uploaded securely to your account at no charge to yourselves.

Q: Is it easy to update the photograph?
A: Yes, and we recommend that you do this regularly, a minimum of once a year per child. Add a new photograph the same way as the original and this new one will overwrite the one before.

Q: How secure is the information?
A: Very secure - the data is encrypted with the same technology that banks use. No one can access your family account without your password and ID number. Your family details are held on a secure database & when you quote your family ID you allow the details registered to be made available to the people who can help you. These details will never include addresses. If somebody finds your child or other family member, your ID number will allow our call centre to access your contact details.

Q: Who will be able to see my family details?
A: You alone can access and make changes to your family details by entering your family ID and password. In the event of an emergency, your family details can be accessed by you and sent to the appropriate people (in accordance with our terms and conditions). Your address details cannot be viewed by anyone else.

Q: Why is it important that I keep my family's details up to date?
A: It is vital that all available details are current particularly if your child or other family member is lost - this gives security staff, CCTV operators and other relevant people up to date information and therefore the best assistance in searching and caring for your child or other family member. A recent photograph and description will help people search. Medical information and contact details need updating regularly.

Q: Is my family ID number important?
A: For security reasons you must quote your family ID if you have need to call. Your family details are held on a secure database, when you quote your family ID you allow these details to be made available to the people who can help you. If somebody finds your child or other family member, your ID number will allow our call centre to access your contact details.

Q: What should I do if my child or other family member goes missing in a Child Safe Zone?
A: If you are NOT registered: Call the number displayed on posters and window stickers, and security staff will help you. If you are registered: Use the number displayed at the venue on posters and window stickers and have your family ID number ready. Provide your child's or other family member’s name and answer a simple authorisation question. If you give anyone authorization to access your family details, you are advised to update your password.

Q: How can I create a missing poster for my child or other family member?
A: You can create this either by going into your account and pressing the 'add/edit-missing poster' button on the site. This will then take you through some questions, which you will answer via drop down boxes thus creating a complete picture of your child or other family member and when and where they were last seen. Alternatively if you do not have access to the internet, phone our emergency help line on 08700 62 62 62 which is available 24 hours a day from anywhere in the world. (Outside of the UK dial +44 8700 62 62 62.) You will need to have your family ID number to hand. This poster can be printed off in the main European languages.