Changing Your E911 Address

Your E911 (Enhanced 911) address tells emergency responders where to go if someone dials 911 from your Wiley phone. It's critical that this address is always correct and up to date.

Quick Summary

• Your E911 address was set during initial account setup.
• If you move, update your E911 address immediately — it's a safety issue.
• Update it from the Settings page in the parent portal under the section called Caller ID & Addess.
• The address must be a real, physical street address (no P.O. boxes).

Why E911 Matters

When someone calls 911 from a traditional landline, the dispatcher automatically sees the address associated with that phone line. Wiley provides the same capability through E911 registration.

If the E911 address is wrong, first responders could be sent to the wrong location. This is especially important for a children's phone — your child may not be able to clearly communicate their address in an emergency.

How to Update Your E911 Address

1. Log into the parent portal.
2. Go to Settings.
3. Find the E911 Address section.
4. Click Edit.
5. Enter your new address:
   • Street address (must be a physical address, not a P.O. box)
   • City
   • State
   • ZIP code
6. Click Save.

The system will validate your address to make sure it can be located by emergency services. If validation fails, double-check the address format and try again.

When to Update

• Anytime you move to a new address.
• If you realize the address has a typo or error.
• If the phone is permanently moved to a different location (e.g., from Mom's house to Dad's house).

Frequently Asked Questions

Q: Can I use a P.O. box? No. E911 requires a physical street address where emergency services can physically respond.

Q: What happens if the address validation fails? Try entering the address in a different format (e.g., "Avenue" instead of "Ave", or spell out "Street" instead of "St"). If it still fails, contact support.

Q: Is E911 service included in my plan? Yes. E911 is included in all Wiley plans at no additional cost. It's required by law for VoIP phone services.