Frequently Asked Questions
FAQs on New Subscription Packages & Pricing
When does new pricing go into effect for current users?
New pricing will go into effect on January 2, 2024 for current users on old pricing. If your subscription renewal is before this date, you will not pay new prices until your following renewal.
To see our current pricing, please visit our Plans and Pricing page.
How many minutes of Calls are included in my subscription?
• Choose Your Own subscriptions: Receive Calls only
• Essentials subscriptions: 45 minutes per month for outgoing Calls*
• Premium subscriptions: Unlimited outgoing Calls
* Only Calls that you initiate count towards your minute limit.
I’m on a fee waiver. How will this impact my account?
There will be no changes to your account, and you will remain on our fee waiver program. Your account will automatically be moved to our Essentials plan at no cost so you will have access to initiate 45 minutes of outgoing Calls a month. If you’ve opted in to receiving emails from us, you’ll receive an email once you have access to Calls.
My co-parent and I have a military discount. What does this mean for our accounts?
New pricing will apply to the account that is paying for the subscription. Both accounts will receive access to Calls based on the subscription paid for (see the FAQ above about Calls minutes per subscription type for more details).
I purchased additional file storage for my account. How will this impact my account?
We will no longer be offering storage as an add-on for purchase. Accounts on a Choose Your Own subscription will have access to 1 GB of storage, and the following plans offer users more storage space for files:
- • Essentials: 5 GB file storage space
- • Premium: Unlimited file storage space
If you paid for additional storage, all media already uploaded will remain saved in your account, but you will not be able to upload files beyond the available storage you currently have unless you upgrade your subscription plan to a tier with more storage. This change will go into effect at your renewal following January 2, 2024.
General Billing FAQs
How do I request a refund?
Users can request a full refund for their subscription within the first 30 days after purchase. To request a refund, contact the OurFamilyWizard customer support team at (866) 755-9991 or firstname.lastname@example.org. Refunds are not issued outside of the 30-day window. For more information about our refund policy, click here.
I no longer wish to use my account. How do I delete it?
While OurFamilyWizard accounts cannot be deleted, if you no longer wish to use your account and are within the 30-day refund window, contact us.
If you are beyond the 30-day refund window and no longer wish to use your OurFamilyWizard account, check that your account is not set up for auto-renewal. You may also wish to disable your account notifications or delete the OurFamilyWizard app from your mobile device.
How do I set up auto-renewal?
To enable auto-renewal for your account, log into the OurFamilyWizard web application and navigate to Billing within the My Account section. Once there, click the Edit link next to Auto Renew. You will then be walked through selecting the subscription options for your next renewal.
How do I cancel the auto-renewal for my account?
To cancel auto-renewal for your account, log onto the OurFamilyWizard web application and navigate to Billing within the My Account section. Once there, click on the link that says ‘Cancel Auto-Renewal’.
I’m a military member. How do I renew the military family discount?
If you’ve applied for and have received the military family discount in the past, you do not need to resubmit an application when renewing. You can have the complimentary subscription applied to your account after your co-parent has purchased their renewal. Once your co-parent has renewed, contact our customer support team to request the military discount.
Alternatively, if you'd like to renew your account and apply the complimentary subscription to your co-parent, contact our customer support team for help with your renewal.
How do I purchase my co-parent’s subscription?
To purchase your co-parent’s subscription, log onto the OurFamilyWizard web application and navigate to Billing within the My Account section. Where your co-parent’s subscription expiration date is listed, click on the Renew Now! button.
You are only able to purchase your co-parent's subscription if their account does not have an active subscription. If their account has not yet expired, you will not see the option to renew your co-parent's subscription.
How do I update my billing information?
To update the billing information used for subscription purchases, log onto the OurFamilyWizard web application and navigate to Billing within the My Account section. Once there, click the 'Edit' button located in the 'Payment Information' section.
Renewing your subscription
You can renew your OurFamilyWizard subscription at any time, either before or after your account expires. If your account expires before you are able to renew, you will not lose any information within your account.
> Learn about the different ways you can renew on OurFamilyWizard
We want every parent who could benefit from the tools on OurFamilyWizard to be able to use them. That's why we have two affordability programs to help parents with subscription costs.
Fee Waiver Program
Parents in financial need can qualify for free or reduced rate subscriptions through the OurFamilyWizard Fee Waiver Program.
Military Family Discount
To show our support, we provide subscriptions at a greatly reduced rate to military families. If you or your co-parent are either active duty, retired military, or a veteran, you pay for one parent subscription and receive the second at no cost.