What can I do if my teen has received unwanted or inappropriate messages?

TextNow understands that our customers want to feel safe and respected when they use our services.  We also understand that there are risks of inappropriate behaviour with any communication platform.  But there are some things that you and your teen can do to help limit this.

What you can do immediately

The first thing you can do is have a discussion with your teen about the message(s) sent. You may also want to ask that your teen not respond to the message as the person who sent these messages will probably get bored when they don’t receive an answer.

Block the number

One of the features on TextNow allows our users to block phone numbers who are making unwanted calls and sending unwanted text messages. There are a few different ways that your teen can block the phone number.

Your teen can text #STOP to any number on any carrier or platform (not just TextNow) to prevent the person from sending any further calls or messages. To unblock the number, your teen can text #UNBLOCK to the number.

Your teen can also block the number directly in the app.  To do this, follow the steps below:

  1. Tap on the conversation or call log from the number you want to block
  2. Use the drop-down menu (it’s the icon with the three dots in the top right-hand corner) and choose Block Number
  3. To unblock the number, choose Unblock Number from that same menu, or tap Unblock at the bottom of the conversation with the blocked number.

This block feature is available to both TextNow users who wish to block numbers as well as non-TextNow users who wish to block unwanted calls or messages from TextNow users.

It may take up to 20 minutes for the block to take effect.

What you can do to help us address the situation

If you believe that the messages your teen received are illegal, please report this incident to your local law enforcement agency. 

TextNow has processes in place to work with law enforcement to disclose user information upon receipt of a valid legal order.  You can direct law enforcement to lawenforcement@textnow.com where our Abuse Team will be able to provide officers with additional information about our processes.

If you do not believe that the messages are illegal, but violate our Terms of Use, you can email abuse@textnow.com to report the incident.  Please note that TextNow can only review and take action against TextNow phone numbers.  If the number contacting your teen does not belong to TextNow, you will have to reach out to the carrier that owns that phone number to report the incident.

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