Questions
Frequently asked questions
Here are the questions most often asked by adult children and grandchildren who help older relatives: about this guide itself, about everyday phone setup, and about how to talk about scammers so your relative isn't frightened but remembers what matters.
The most useful question in any family is a simple one: "Can I call back first and check?"
About this guide
Is this the same site that used to be here?
No. At one point the domain hosted unrelated pages. They're gone, we aren't bringing them back, and this guide has nothing to do with them. All we got from the domain is the name.
Are you affiliated with banks or phone carriers?
No. We're an independent reference; we don't represent any bank, carrier or support service, and we never call anyone. If someone claims to work for us and asks for something, it's a scam.
Why don't you name specific phones and apps?
Models and apps change quickly, but the principles of helping stay the same: larger text, a simple home screen, the person's consent and checking through the official number. Look for setting names on your own phone.
What is your advice based on?
On the general guidance in manufacturers' accessibility help pages, on banks' safety tips and on our editorial experience. We don't make up stories or retell other people's cases.
Phones and service
Which is better for video calls: a phone or a tablet?
For calls at home, a tablet on a stand is usually more comfortable: the screen is bigger and their hands are free. A phone is the go-to away from home. More in the comparisons section.
How can I make the ringer audible from another room?
Turn up the ringer volume, pick a louder ringtone and check whether Do Not Disturb is on a schedule. Many phones can also flash a light or vibrate when a call comes in.
Should they swap a familiar phone for a new one?
Only if the person wants to and the old one can no longer keep up. A new device means new habits, so set aside time to set it up together and make a cheat sheet.
How often should the system be updated?
When the phone offers an update, it's best to install it while you're nearby or on the line. After the update, check the text size, home screen and volume: settings sometimes reset.
Safety
How do I talk about scammers without scaring them?
Speak calmly and briefly, without frightening details. Boil it down to a few rules: pause, check through the official number, use the code word, and never give out codes over the phone.
What is a family code word?
A word or question only your family knows the answer to. You ask for it if someone calls from an unfamiliar number claiming to be a relative who urgently needs help.
Is it okay to give someone access to the phone to help?
Only to someone the person knows well, with their consent, and only while helping. Never give access to a stranger who called on their own, no matter who they say they are.
What if they've already shared a code?
Call the bank right away at the number on the back of the card or through the official app, explain what happened and ask them to block the card. Then change the passwords.
Related reading
- Guides
Practical how-tos: larger text and a simple home screen, quick-dial for family, video calls, photos and passwords. Plus our article catalog.
- Problems
No sound, text too small, a missing icon, a forgotten password, a video call that won't connect — and what to do when a parent calls in a panic.
- Safety
Calls "from the bank," messages about "payments" and "gifts," requests for a code or to install an app — how to spot them and what to do.
- Comparisons
Phone, tablet or computer; helping in person, over the phone or with screen sharing; a paper cheat sheet, a video or a voice note — what works when.
- Glossary
Plain-language glossary: accessibility features, home screen, notification, backup, verification code, screen sharing, fake link.
Sources
- Accessibility help pages from phone manufacturers (in general terms)
- Bank safety tips for customers (in general terms)
- Urai86 editorial materials
We write in general terms, based on our editorial understanding of the topic as of the date this page was prepared. Phone and tablet menus change from one version to the next, so look for the exact setting names on your own device, and for anything about an account or card, call your bank at its official number.