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How to Use Guide: Verizon Support & Protection App

The premium Verizon Support & Protection App requires a subscription to Total Mobile Protection and an Android™ (2.1+ OS) smartphone or iPhone® (iOS 6+). However, free versions of the app are available for both Android smartphones and iPhone.

For more information about the Verizon Support & Protection App, see our FAQs. To find out which Android OS version you have, refer to our Android OS FAQs.

Android Smartphones

The premium Verizon Support & Protection App for Android smartphones can:
  • Help protect your phone and information from malware, viruses and theft
  • Help protect you from malicious websites when searching the Web 
  • Remotely locate, alarm, lock and erase information on your phone
Note: The free basic version of the Android app will help protect your phone and information from malware and viruses. If you want the premium version of the app, you can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device. Your subscription to Total Mobile Protection includes the Verizon Support & Protection App.

This guide explains how to do the following on an Android smartphone with the Verizon Support & Protection App:


Download Verizon Support & Protection

There are 2 ways to download Verizon Support & Protection:

  • By phone call

        1. Call **VSP from the device you want to install the app on.
        2. Tap the link in the text message sent to your device for downloading the app from Google Play™ Store.
        3. Tap INSTALL.
        4. Tap ACCEPT.
        5. Tap OPEN when the app finishes installing.


  • By searching Google Play Store

        1. Tap Play Store on the device you want to install the app on.
        2. Tap the Search icon.
        3. Enter “Verizon Support & Protection.”
        4. Tap Verizon Support & Protection.
        5. Tap INSTALL
        6. Tap ACCEPT.
        7. Tap OPEN when the app finishes installing.

You’ve successfully installed Verizon Support & Protection.

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Modify the Virus and Malware Scan Settings

To change the scan settings:

  1. Open the Verizon Support & Protection App from the Apps menu of your device.
  2. Tap Scan Settings.
  3. Modify the scan settings as desired.
  4. To save your changes, tap the Back button.

You’ve successfully modified the virus and malware scan settings.

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Locate Your Phone Using GPS

This is a Verizon Support & Protection App Premium feature that requires a subscription to Total Mobile Protection. You can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device.

To locate your phone using GPS:

  1. Sign in to the Verizon Support & Protection App website.
  2. Click Locate Device.
  3. The phone location will be updated.
You've successfully located your phone using GPS.

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    Locate Your Phone Using the Alarm

    This is a Verizon Support & Protection App Premium feature that requires a subscription to Total Mobile Protection. You can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device.

    To locate your phone by setting off an alarm on it:

    1. Sign in to the Verizon Support & Protection App website.

    2. Click Sound Alarm.

    3. The alarm will sound on your phone for 3 minutes or until you tap the Stop Alarm button that will appear on your phone.

      Note: The phone location will be provided online by a circle indicating the area of your phone's location.
    You've successfully located your phone using the alarm feature.

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      Lock Your Phone

      This is a Verizon Support & Protection App Premium feature that requires a subscription to Total Mobile Protection. You can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device.

      To lock your phone so it can’t be used:

      1. Sign in to the Verizon Support & Protection App website.

      2. Click Lock Device.
      You've successfully locked your phone.

      Your phone will be locked with the native device lock or with the app lock depending on your phone's OS type. Devices that use the Verizon Support & Protection App to lock it include the following Android OS types:
      • KitKat (4.4)
      • Jelly Bean (4.1-4.3)
      • Ice Cream Sandwich (4.0)
      • Honeycomb (3.0-3.2)
      • Gingerbread (2.3)
      • Froyo (2.2)
      • Eclair (2.1)

        Note: Other devices are locked using the native lock that is a feature on the device. To find out which Android OS version you have, refer to our Android OS FAQs.

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        Unlock Your Phone

        This is a Verizon Support & Protection App Premium feature that requires a subscription to Total Mobile Protection. You can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device.

        To unlock your device that was locked by the app's lock: Enter the 4-digit numeric PIN provided in the Lock Device button of the website.

        Note: This is the same location where you clicked Lock Device to initiate the lock command.

            To unlock your device that was locked by its built-in lock feature:

            • If you previously set up the built-in device lock – Re-enter the pre-established PIN to unlock your device.

            • If you never set up the built-in device lock – Enter the 4-digit numeric PIN provided in the Lock Device button of the website. (This is the same location where you clicked Lock Device to initiate the lock command.)

              Note: This is the same location where you clicked Lock Device to initiate the lock command.

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            Contact Tech Coach

            This is a Verizon Support & Protection App Premium feature that requires a subscription to Total Mobile Protection. You can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device.

            Verizon Tech Coach is a service that gives you over-the-phone, personalized technical support from experts in Verizon Wireless devices and consumer electronics. For more information, refer to our Tech Coach FAQs.

            To directly contact Tech Coach:

            1. Open the Verizon Support & Protection App on your device.
            2. Tap Call Tech Coach.

            You've successfully contacted Tech Coach.

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            Modify Your Device Permissions

            Unless you’ve accidentally changed the permissions on your device for the Verizon Support & Protection App, you shouldn’t need to change them.

            To modify your device administration permissions so you can use the app:

            1. Go to Settings.

            2. Tap Security.

            3. Tap Device administrators.

            4. If you see a checked box next to “Verizon Support & Protection App,” then you have device administration permissions turned on. You can uncheck this box to turn off permissions which will disable the app.
            You’ve successfully modified the device administrator permissions.

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              Erase Data Remotely

              This is a Verizon Support & Protection App Premium feature that requires a subscription to Total Mobile Protection. You can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device.

              To erase the content on your phone remotely:

              1. Sign in to the Verizon Support & Protection App website.
              2. Ensure your data is backed up with Verizon Cloud or Backup Assistant Plus.
              3. Click Erase Data.
              4. Click Next to confirm your request to permanently erase the data from your phone.

              You've successfully erased data on your device.

              The type of data that will be erased will depend on a number of factors:

              • If you have Android OS 2.2 or greater and device administration permissions turned on – The erase data feature will perform a factory reset and erase all data and apps stored on the phone, including Verizon Support & Protection App. Once the erase feature is completed, you'll receive a status update indicating that your phone is reset to its original factory settings.

                In this case, the erase data feature won't erase data stored on the device’s external memory cards.

              • If you have Android OS 2.1 or have device administration permissions turned off – The erase data feature will erase data including contacts, text messages, calendar information and call history from your device, and multimedia files like photos, videos and audio files from your external memory card.

                In this case, once the erase feature has been completed, you'll receive a status update indicating what content was actually erased from your device.

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                Restore Your Data on Your Original Phone Using Verizon Cloud or Backup Assistant Plus

                1. Launch Verizon Cloud or Backup Assistant Plus on your phone.
                2. Complete the setup process.
                3. Perform a backup to restore your saved contacts.
                For more help using Verizon Cloud, refer to our FAQs. For more help using Backup Assistant Plus, refer to our How to Use Guide.

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                  Restore Your Data on a New Phone Using Verizon Cloud or Backup Assistant Plus

                  1. Download Verizon Cloud or Backup Assistant Plus to your new phone.
                  2. Launch Verizon Cloud or Backup Assistant Plus.
                  3. Complete the setup process.
                  4. Perform a backup to restore your saved contacts.
                  For more help using Verizon Cloud, refer to our FAQs. For more help using Backup Assistant Plus, refer to our How to Use Guide.

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                    Uninstall Verizon Support & Protection App

                    To uninstall the app from your device:

                    1. On your device, open Settings.
                    2. Tap Security.
                    3. Tap Device Administrators.
                    4. Tap the Verizon Support & Protection App to deselect it.
                    5. Tap Deactivate.
                    6. Tap Ok.
                    7. Return to Settings.
                    8. Tap Apps.
                    9. Tap Verizon Support & Protection App.
                    10. Tap Uninstall.
                    11. Tap Ok.

                    You’ve successfully uninstalled Verizon Support & Protection.

                    Note: Some devices will only allow you to disable the app, not uninstall it.

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                    iPhone

                    The Verizon Support & Protection App for iPhone can:

                    • Provide your phone’s last known location
                    • Show you how long your battery is predicted to last
                    • Tell you which files are using up your phone’s internal memory

                    Note: The premium version for iPhone also allows you to connect directly to Tech Coach from the app. The premium Verizon Support & Protection App for iPhone requires a subscription to Total Mobile Protection. You can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device.

                    This guide explains how to do the following on iPhone with the Verizon Support & Protection App:


                    Download Verizon Support & Protection

                    There are 2 ways to download Verizon Support & Protection:

                    • By phone call
                          1. Call **VSP from the device you want to install the app on.
                          2. Tap the link in the text message sent to your device for downloading the app from Apple® App StoreSM.
                          3. Tap FREE.
                          4. Tap INSTALL.
                            Note: You may be prompted to enter your Apple ID.
                          5. Tap OPEN when the app finishes installing.


                    • By searching Apple App Store

                          1. Tap App Store on the device you want to install the app on.
                          2. Tap the Search field.
                          3. Enter “Verizon Support & Protection.”
                          4. Tap Verizon Support & Protection.
                          5. Tap FREE.
                          6. Tap INSTALL.
                            Note: You may be prompted to enter your Apple ID.
                          7. Tap OPEN when the app finishes installing.

                    You’ve successfully installed Verizon Support & Protection.

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                    View Your Phone’s Last Known Location

                    To see the last known location of your phone:

                    1. Sign into your account at Verizon Support & Protection App website.
                    2. The last known location of your iPhone will be displayed once you sign in.

                    You've successfully found your phone's last known location.

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                    View Battery Life and Internal Memory

                    To see how long your battery is predicted to last and what’s using the phone’s internal memory:

                    1. Open the Verizon Support & Protection app on your phone.
                    2. The main screen will display how long your phone’s battery is predicted to last and what’s using its internal memory.

                    You’ve successfully found the predicted battery life of your phone and its internal memory content.

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                    Contact Tech Coach

                    This is a Verizon Support & Protection App Premium feature that requires a subscription to Total Mobile Protection. You can subscribe to Total Mobile Protection within 30 days of adding a line or upgrading your device.

                    Verizon Tech Coach is a service that gives you over-the-phone, personalized technical support from experts in Verizon Wireless devices and consumer electronics. For more information, refer to our Tech Coach FAQs.

                    To directly contact Tech Coach:

                    1. Open the Verizon Support & Protection App on your device.
                    2. Tap Call Tech Coach.

                    You've successfully contacted Tech Coach.

                    Back to top

                    Android is a trademark of Google, Inc. iPhone, Apple and App Store are registered trademarks of Apple Inc.

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                    Last Modified: June 6, 2014