Verizon Support & Protection

Verizon Support & Protection is an app that helps you better manage your smartphone. It can also help you find your device if it's been lost. Android™ app users can lock their device, erase its contents and protect it from viruses or malware.
Select Your Device
Samsung Galaxy S® 5
Apple® iPhone® 6
Apple® iPhone® 6 Plus
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Apple® iPhone® 5s
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Apple® iPhone® 5
Samsung Galaxy Note® 4
Apple® iPhone® 4s
LG G3
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DROID MAXX by MOTOROLA
Verizon Ellipsis™ 7
Samsung Galaxy S® III
Apple® iPhone® 4
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Droid Turbo by Motorola
Apple® iPad® 2
DROID RAZR M by MOTOROLA
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DROID ULTRA by MOTOROLA
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HTC One® (M8)
Verizon Ellipsis™ Jetpack®
Verizon Jetpack® 4G LTE Mobile Hotspot MiFi® 5510L
Droid Turbo in Ballistic Nylon
Samsung Network Extender
DROID MINI by MOTOROLA
Ellipsis™ 8
LG G Pad 8.3 LTE
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Samsung Convoy™ 3
Brigadier™ by Kyocera
Samsung Galaxy S® 4 mini
LG G Vista
LG Extravert™ 2
Galaxy Note® Edge
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Verizon Wireless Home Phone
DROID RAZR MAXX HD by MOTOROLA
Pantech 4G LTE Global USB Modem UML290
HTC One®
Jetpack® MiFi® 6620L
DROID RAZR by MOTOROLA
Nokia Lumia 928
Moto X™ by Motorola
LG Revere® 3
LG Cosmos™ 3
Sony Xperia® Z3v
Casio G'zOne Commando® 4G LTE
DROID DNA by HTC
Samsung Gusto® 3
Moto X™ (2nd Gen.)
Jetpack® 4G LTE Mobile Hotspot MiFi® 4510L
Nokia Lumia 822
Samsung Brightside™
LG Optimus Exceed™ 2
Samsung Galaxy S® III mini
Verizon 4G LTE Broadband Router with Voice
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Lucid™3 by LG
Casio G'zOne Commando®
DuraXV
Nokia Lumia Icon
Transpyre™ Prepaid
DROID RAZR MAXX by MOTOROLA
Casio G'zOne Ravine® 2
Samsung Illusion™
DROID RAZR HD by MOTOROLA
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Verizon Jetpack® 4G LTE Mobile Hotspot MiFi® 4620LE
LG Exalt™
Verizon 4G LTE USB Modem UML295
Samsung Intensity® II
HTC One® (M8) for Windows®
DROID 4 by MOTOROLA
LG Cosmos™ 2
Lucid™2 by LG
Samsung Convoy™ 2
BlackBerry® Z10 smartphone
LG Octane™
Verizon Jetpack® 4G LTE Mobile Hotspot MHS291L
Verizon Jetpack® 4G LTE Mobile Hotspot 890L
Lucid™ by LG
HTC Desire® 612
LG Revere®
Samsung Galaxy Stellar™
LG Optimus Zone™ 2
Samsung Galaxy Tab® 4 (10.1)
Samsung Jetpack® 4G LTE Mobile Hotspot SCH-LC11
DROID BIONIC by MOTOROLA
BlackBerry® Bold™ 9930 smartphone
Windows Phone 8X by HTC
Enact™ by LG
LG Optimus Exceed™ Prepaid
Galaxy Nexus by Samsung
LG Revere® 2
G Pad™ 10.1 LTE
Samsung Galaxy™ Stratosphere™ II
G Pad™ 7.0 LTE
Hydro ELITE by KYOCERA
Nexus 6™
iPad® Air 2
LG Cosmos™
HTC One® remix
Verizon 4G LTE USB Modem 551L
LG enV®3
HTC One® max
Apple® iPad® with Wi-Fi and MiFi® 2200 Hotspot
Samsung Galaxy Tab® 2 (7.0)
Apple® iPad® Air™
DROID INCREDIBLE 2 by HTC
Samsung Convoy™
DROID by MOTOROLA
DROID X2 by MOTOROLA
Verizon Jetpack® 4G LTE Mobile Hotspot MiFi® 4620L
Samsung Galaxy Tab® 2 (10.1)
Spectrum™ 2 by LG
Apple® iPad® mini
DROID X by MOTOROLA
Verizon SureResponse®
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BlackBerry® Q10 smartphone
Pantech Perception™
Google Nexus 7
Samsung Gusto®
LG Extravert™
Samsung Gusto® 2
LTE Internet (Installed)
Luge™ by Motorola Prepaid
DROID XYBOARD 8.2 by MOTOROLA
Samsung ATIV SE™
Samsung Galaxy Tab® 4 (8.0)
THUNDERBOLT™ by HTC
BlackBerry® Z30 smartphone
Gear S®
Ellipsis™ Jetpack® MHS800L
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BlackBerry® Bold 9650 smartphone
DROID INCREDIBLE by HTC
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Apple® iPad® with Wi-Fi + 4G
Casio G'zOne Ravine®
Samsung Galaxy Note® Pro
Samsung Intensity®
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GizmoPal™
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LG VX8300
Intuition™ by LG
LG enV® TOUCH
LG 4G LTE USB Modem VL600
Motorola Barrage™
Moto X™ - Designed by You
Apple® iPad® with Retina display
Verizon 4G LTE Broadband Router
DROID CHARGE by SAMSUNG
Pantech Jest™ 2
LG enV®2
Motorola MOTO™ W755
Samsung Galaxy Tab® S
BlackBerry® Tour™ 9630 smartphone
Verizon MiFi™2200 Intelligent Mobile Hotspot
Samsung ATIV Odyssey™
LG Cosmos™ Touch
BlackBerry® Bold™ 9930 smartphone without camera
Samsung Galaxy Tab®
Motorola XOOM™ 4G LTE
Moto X™ - Designed by You (2nd Generation)
Samsung Galaxy Note® 10.1 2014 Edition
Verizon MiFi™ 2200 Intelligent Mobile Hotspot - OTA
Pantech Marauder™
Motorola RAZR V3m
Delphi Connect with 4G LTE Mobile Hotspot
Samsung Alias™ 2
Moto E™ Prepaid
Samsung Galaxy Tab® (10.1)
HTC Rhyme™
Sony Xperia® Z2
Apple® iPad® mini with Retina display
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LG VX5500
LG VX8360
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Samsung Galaxy Note® 10.1
iPad® mini 3
Revolution™ by LG
DROID 2 GLOBAL by MOTOROLA
LG Accolade™
Spectrum™ by LG
LG VX5400
Pantech Hotshot™
HP® Mini 1151NR Netbook
Casio G'zOne Rock™
LG Optimus Zone™
Apple® iPad®
Samsung SCH-u340
Samsung Galaxy Tab® 4
Verizon Fivespot™ Global Ready™ 3G Mobile Hotspot
Samsung Galaxy Tab® (7.7)
BlackBerry® Storm2™ 9550 smartphone Prepaid
Casio G'zOne Brigade®
Samsung Reality™
LG Enlighten®
Nokia Lumia 2520
DROID 2 by MOTOROLA
Verizon Wireless USB760 Modem
LG Chocolate® Touch
LG VX8350
BlackBerry® Curve™ 9330 smartphone
Samsung Haven™
Delphi Connect
Verizon Wireless UMW190 Global USB Modem
LG Ally™
Motorola W385
Casio G'zOne Ravine® 2 Non-Camera
BlackBerry® Torch™ 9850 smartphone
Casio G'zOne Boulder®
Verizon Wireless USB720 Modem
Pantech Caper™ Prepaid
Samsung SCH-u410
LG Vortex™
Motorola MOTO™ VU204
DROID PRO by MOTOROLA
LG Dare™
Verizon Wireless UM175 USB Modem
Pantech Crux™
Motorola Adventure™ V750
BlackBerry® Curve™ 8330 smartphone
Sony Xperia® PLAY
Verizon Wireless CDM8975
Verizon Wireless USB760 Modem
Samsung SCH-u430
LG enV®
Verizon Converged VOIP Device
Blackberry Classic Non-Camera
Samsung SCH-a930
BlackBerry® 8830 World Edition smartphone
HTC Trophy™
Verizon Wireless Escapade®
Samsung Zeal™
Lumia 2520 Prepaid
DROID XYBOARD 10.1 by MOTOROLA
Dell™ Vostro™ V13 Laptop
Casio EXILIM
Samsung Rogue™
LG VX5200
BlackBerry® Curve™ 8530 smartphone
Samsung Continuum™
Jest™
BlackBerry® Curve™ 9370 smartphone
DROID Eris by HTC
LG Chocolate® 3
LG VX5300
LG Migosm
Motorola MOTOKRZR K1m
Verizon Wireless V740 ExpressCard
Motorola Entice™
LG Voyager™
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Verizon Wireless G'zOne Type-S
Samsung Galaxy Camera®
LG VX6100
Motorola W315
Samsung Omnia® II
LG Clout™
Verizon Wireless PC770 2-in-1 Card and ExpressCard®
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BlackBerry® Pearl™ Flip 8230 smartphone
Verizon Wireless USB727 Modem
Motorola CITRUS™
LG VX8700
LG Glance™
Motorola V325i
Samsung SCH-a850
LG Versa™
Verizon Wireless UM150 USB Modem
Motorola XOOM™
LG VX8100
LG VX3200
Samsung SCH-a950
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LG Fathom®
Verizon Wireless PC5750 PC Card
Verizon Wireless Salute™
Samsung Gem™
LG VX4500
Samsung FlipShot®
Samsung Juke
Samsung Glyde™
LG Chocolate®
Verizon Wireless AirCard® 595U USB Modem
BlackBerry® Curve™ 9310 smartphone
Samsung Gleam®
Samsung SCH-u540
Samsung SCH-u550
Motorola V325
LG VX8600
Nokia 6205
Nokia 7205 Intrigue™
Motorola MOTO Q™ 9c
HP® Pavilion dm1-3010nr Notebook
Motorola MOTO™ Z6c World Edition
Gateway® LT2016u Netbook
Samsung SCH-a650
LG VX3100
Samsung Alias™
Samsung SCH-a870
LG VX9400
Verizon AD3700 Global USB Modem
Verizon Wireless CDM8950
HTC Apache XV6700
Motorola E815
LG VX3300
Kyocera 7135 Smartphone
Kyocera KWC 2325
LG VX4650
Motorola RAZR V3c
Samsung Renown™
Pantech PN-210
Samsung Sway™
SCH-u410 Prepaid
HP® Mini 311-1037NR Netbook
Nokia 7705 Twist™
LG Chocolate®
Compaq® Mini CQ10-688nr Netbook
Nokia 6315i
Verizon Wireless AirCard® 595
LG VX3450
Nokia 2705 Shade™ Non-Camera
Motorola DEVOUR™ with MOTOBLUR™
Samsung SCH-i760
DROID R2D2 by MOTOROLA
Pantech PN-215
Sharp KIN™ ONE
Samsung SCH-u620
G'zOne Boulder™ Black and Silver
Samsung SCH-a670
Kyocera K323
Motorola Krave™ ZN4
HP® Mini 210-1076NR Netbook
HP® Mini 110-3098NR Netbook
Motorola V60s
HTC® Ozone™ with TALKS™ for Verizon Wireless
Verizon Wireless USB1000 Global USB Modem
LG Decoy®
LG VENUS™
Pantech PN-820
Motorola Q™
LG VX4600
LG VX6000
Nokia 3589i
Nokia 6215i
Nokia 6015i Prepaid
Verizon Wireless U630 PC Card
Motorola MOTORAZR maxx Ve
Verizon Wireless PN-300
Kyocera KPC650
Kyocera KX1v
Motorola MOTORIZR Z6tv
Sierra Wireless AirCard® 580
Kyocera KX414
Sierra Wireless AirCard® 555D
Verizon Wireless Blitz® Prepaid
Samsung Omnia®
HTC Touch Pro™
Nokia 2605 Mirage
Verizon Wireless XV6600 without Camera
Verizon Wireless G'zOne Type-S Push to Talk without Camera
Verizon Wireless V640
Sharp KIN™ TWOm
HTC Merge®
LG V
Motorola MOTOSLVR L7C
BlackBerry® 7250
Motorola Rapture™ VU30
Motorola MOTO Q™ music 9m
Kyocera SE47
Samsung Saga™
Verizon Wireless V620
Motorola V265
Kyocera K404
Motorola V710
LG VX7000
Samsung i600 Smartphone
Kyocera KWC 2325 Prepaid
Samsung i700 Pocket PC
LG VX4700
Samsung SCH-a970
Motorola V276
Verizon Wireless CDM 7075
Motorola MOTO™ Z6cx World Edition without Camera
Nokia 6256i
Motorola T720
Sharp KIN™ TWO
Motorola V325xi
BlackBerry® 7750
Verizon KPC680 ExpressCard®
HP® Pavilion dm1-2010nr Entertainment Notebook
Motorola T730
LG VX4400B
Sharp KIN™ ONEm
Verizon XU870 Global ExpressCard®
Nokia 2705 Shade™
Samsung SCH-a630
Motorola V276 Prepaid
LG VX10
Samsung SCH-n330
HP® Mini 110-1046NR Netbook
Nokia 2366i
Motorola C333
Samsung SCH-a610
Kyocera KX2
Motorola T300p
Samsung N150 Netbook
Nokia 6305i
Samsung SCH-a790
Samsung SCH-a795
LG VX2000
Motorola V60p
Motorola C343
Samsung SCH-a990
Nokia 2128i
Samsung SCH-a310
Samsung SCH-a530
Nokia 2285
Motorola V120e
Kyocera KX444
Nokia 6236i
Samsung SCH-i730
LG VX8000
Samsung SCH-a890
Samsung SCH-i830
Motorola V65p

Verizon Support & Protection FAQs

[FAQs]

General Information
  1. What is Verizon Support & Protection?

    Verizon Support & Protection is an app that helps you better manage your smartphone. The app is available for Android 2.1+ and iPhone 6.0+, but features vary by OS.

    Verizon Support & Protection for Android helps protect against:

    • Unauthorized access if your phone is lost by remotely:

      • Locating your device on a map*
      • Locating your device with an audible alarm*
      • Locking your device*


    • Erasing certain personal data on your device*

    • Potentially unwanted programs such as adware and spyware, which can intercept your personal data without your knowledge*

    • Malware and viruses

    • Web threats, which can include links within text messages, emails and social networking sites

    • Potential phishing sites, browser exploits and malicious quick response codes


    *These features are only available with the Premium version of the Android app, which is included with a subscription to Total Mobile Protection.

    Verizon Support & Protection for iPhone provides:

    • Last known location - Lets you locate the last known location of your device on a map before its battery died

    • Device tune up - In-app information about performance enhancing opportunities and management for battery, memory, and storage

    • Data management tool - Allows you to know which files are using up internal memory


    Data usage applies for app download and use. Not all features available are on all device platforms. Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions. Apple and iPhone are registered trademarks of Apple Inc.



  2. How can Verizon Support & Protection help me?

    Features for this app vary by OS:

    Verizon Support & Protection for Android - It will help keep your personal data safe against digital threats (e.g., malware and viruses) and unauthorized access if your phone is lost.

    Verizon Support & Protection for iPhone - It will help you optimize your phone's performance and locate the last known location of your phone if it's ever lost.

    Not all features available are on all device platforms.



  3. How can I get the Verizon Support & Protection app?

    The Verizon Support & Protection app is available for Android smartphones and iPhone. To get the app:

    • My Verizon - Download it from the Products & Apps page in My Verizon.

    • Android - Download it from the Verizon tab of the Google Play Store app on your phone.

      Note: The Premium version of the Android app is only available with a subscription to Total Mobile Protection. However, anyone with a compatible phone can download the Basic version.

    • iPhone - Download it from the Apple App StoreSM.

    Once the app is installed and opened on your phone, you can go to the Verizon Support & Protection page in My Verizon to lock, locate and wipe your phone.*

    *Not all features are available with all versions of the app. Data usage may apply for app download and use.



  4. What mobile devices are compatible with the Verizon Support & Protection app?

    The app is compatible with Android smartphones (version 2.1 and up) and iPhone running iOS 6+.



  5. How much does Verizon Support & Protection cost?

    There are two Verizon Support & Protection options:

    • Verizon Support & Protection Basic is free to download and use.

    • Verizon Support & Protection Premium is included with a monthly subscription to Total Mobile Protection.


    Data usage applies.



  6. What's the difference between the Premium and Basic versions of the Verizon Support & Protection app?

    The app's features vary by OS:

    Android Basic app is free to download and includes:

    • Antivirus protection, powered by McAfee , to detect viruses and malware
    • McAfee SiteAdvisor to identify and warn you of suspicious websites


    Android Premium app requires a monthly subscription to Total Mobile Protection and includes:

    • All of the features available with the Android Basic version
    • App Alert to help guard your privacy from apps deemed risky
    • Mobile recovery features to remotely locate, alarm, lock or erase certain data


    iPhone Basic app is free to download and includes:

    • Last known location
    • Device tune up
    • Data management


    iPhone Premium app requires a monthly subscription to Total Mobile Protection and includes:

    • All of the features available with the iPhone Basic version
    • Click-to-call direct access to a Tech Coach representative from within the app


    Data usage applies. Some features are not available on all devices.



  7. I have the Verizon Support & Protection Premium app. What will happen if Total Mobile Protection is removed from my account?

    Verizon Support & Protection Premium is only offered with a subscription to Total Mobile Protection. If you remove these services from your line, you'll still have the Verizon Support & Protection app on your device, but you'll no longer be able to access the premium features.

    Data usage may apply for app download and use.



  8. Where can I get instructions for using the Verizon Support & Protection app for iPhone?

    Refer to the iPhone section of our How to Use Guide: Verizon Support and Protection page.



  9. What are the Terms & Conditions for the Verizon Support & Protection app?

    Refer to our Verizon Support & Protection Terms & Conditions page for more information.



AntiVirus
  1. What is a virus, and what does Verizon Support & Protection do to protect my phone against viruses?

    Viruses are software programs that disrupt the normal operation of your phone. They are spread through email attachments, shared files or malicious websites. Some viruses are designed to intercept personal data, such as passwords and credit card numbers. Others are designed to track how you use your phone.

    Verizon Support & Protection scans your phone and minimizes your risk of downloading malicious and infected apps.*

    *Only available on Android 2.1+ operating system.



  2. What kinds of malicious software does Verizon Support & Protection detect?

    Verizon Support & Protection helps protect your phone from mobile malware and other digital threats including:

    • Viruses
    • Worms
    • Spyware
    • Key loggers
    • Bots
    • Other potentially unwanted programs


    Verizon Support & Protection also blocks access to suspicious sites when using your phone's default web browser.

    Only available on Android 2.1+ operating system.



  3. How often does Verizon Support & Protection scan for viruses?

    Verizon Support & Protection automatically scans your Android phone in real-time. When you receive a message, access a file or install an app, it's scanned instantly. Verizon Support & Protection also scans your phone regularly: daily or weekly.

    If you suspect your phone is infected, you can run a manual scan at any time.

    *Only available on Android 2.1+ operating system.



  4. Which parts of my phone does Verizon Support & Protection scan?

    It scans the file system on your phone. This includes messages, pictures, installed apps and compressed files.

    Only available on Android 2.1+ operating system.



  5. Does Verizon Support & Protection scan message content and attachments?

    Yes, as soon as they arrive on your phone, Verizon Support & Protection scans:

    • Email messages
    • Text messages
    • Multimedia messages
    • Attachments


    Only available on Android 2.1+ operating system.



  6. Does Verizon Support & Protection detect viruses on my memory card?

    Yes, Verizon Support & Protection scans content on your SD memory card upon installation. You can configure Verizon Support & Protection to scan each SD memory card inserted in your phone.

    Only available on Android 2.1+ operating system.



  7. Can Verizon Support & Protection stop attempts at hacking my phone remotely?

    No, Verizon Support & Protection minimizes your risk of downloading malicious and infected apps. It also helps protect you from suspicious websites. However, it doesn't block hacking attempts made through Wi-Fi, Bluetooth or Infrared interfaces.

    Only available on Android 2.1+ operating system.



  8. What happens when Verizon Support & Protection detects a virus?

    If Verizon Support & Protection detects a virus, you'll see a full-screen warning on your phone. Then, you can choose what to do:

    • Delete or uninstall the infected file or app
    • Ignore the virus warning


    Only available on Android 2.1+ operating system.



  9. I ignored a virus warning detected by the Verizon Support & Protection app. How can I remove the virus?

    You can run a manual scan to see the warning again. If you ignore a virus warning, Verizon Support & Protection automatically reminds you to deal with the threat the next time you restart or when a scheduled system scan is performed.

    Only available on Android 2.1+ operating system.



  10. I haven't checked for Verizon Support & Protection updates in a while. Am I still protected?

    Yes, Verizon Support & Protection updates the virus signature files automatically and frequently. You can set the Verizon Support & Protection app to update at intervals that are convenient for you from within the app's Settings.

    Only available on Android 2.1+ operating system.



  11. How can I see when Verizon Support & Protection was last updated?

    To see when Verizon Support & Protection was last updated:

    1. Sign in to your Verizon Support & Protection account.
    2. Select Recent Activity.


    You'll see all events related to Verizon Support & Protection. Events such as your last scan, last update and any virus detections are shown here.

    Only available on Android 2.1+ operating system.



  12. How much space on my phone is required for Verizon Support & Protection updates?

    Not much. Verizon Support & Protection updates are smaller than 5 KB. You can change the update frequency in the app's Settings.

    Only available on Android 2.1+ operating system.



  13. Does Verizon Support & Protection help protect me from adware?

    Yes, Verizon Support & Protection provides anti-virus protection. It'll alert you of malware and potentially unwanted programs, some of which may be adware. Additionally, Verizon Support & Protection will provide you with information about apps on your phone that access your personal data for advertising purposes.

    For example, Verizon Support & Protection will let you know if a free game or utility app has access to your contacts, call logs, account data, location and any other personal information that can be used to deliver targeted advertisements. Verizon Support & Protection will inform you about the personal information accessible by each app, so you can make a decision to keep or uninstall the app.

    Only available on Android 2.1+ operating system.



Safe Browsing and Search
  1. What is Verizon Support & Protection safe searching, and why do I need it?

    Safe searching is designed to protect you from scams and malicious activity on websites you visit while searching the Internet on your mobile device.

    While using the smartphone's default web browser, a warning message will appear on your screen if Verizon Support & Protection detects a suspicious website. When this occurs, you can choose to go back or proceed to the website.

    Only available on Android 2.1+ operating system.



  2. How does Verizon Support & Protection protect me against malicious websites and phishing attempts?

    When you browse the Internet using your smartphone's browser, Verizon Support & Protection automatically blocks malicious websites using McAfee SiteAdvisor technology. SiteAdvisor gives you real-time protection against mobile phishing and browser exploits. Also, Verizon Support & Protection provides website safety ratings for each website you visit.

    Only available on Android 2.1+ operating system.



  3. How does Verizon Support & Protection protect against web-based threats?

    McAfee SiteAdvisor for Android checks against the Trusted Source database, which is part of McAfee's Global Threat Intelligence Network. You're then warned of any sites known to or that may contain links or downloads which can harm your mobile device.

    Only available on Android 2.1+ operating system.



  4. How often does Verizon Support & Protection update its protection against newly created suspicious sites?

    The McAfee antivirus technology, included within Verizon Support & Protection, detects thousands of new threats each day. It updates its website ratings database every hour and includes daily protection updates for known browser threats.

    Only available on Android 2.1+ operating system.



  5. How can I visit a risky website when using McAfee SiteAdvisor on my HTC Rhyme™?

    You'll need to turn off the McAfee SiteAdvisor feature in order to visit a website that has been deemed risky on your HTC Rhyme. You can do this from within the Verizon Support & Protection app Settings.

    Note: Tapping Visit Anyway won't permit you to visit the risky website.



  6. How do I turn off the McAfee SiteAdvisor feature in the Verizon Support & Protection app?

    To turn off the McAfee SiteAdvisor feature:

    1. Tap the Menu button on your device.
    2. Tap Settings.
    3. Scroll down to the bottom of the Settings menu.
    4. Tap the On/Off toggle for McAfee SiteAdvisor.

    You've successfully turned off the McAfee SiteAdvisor feature.

    Note: Use caution when turning off McAfee SiteAdvisor, because you'll no longer be warned of risky websites.

    Only available on Android 2.1+ operating system.



App Alert
  1. What is App Alert?

    App Alert is a component of Verizon Support & Protection Premium that empowers you to safeguard your private information. App Alert tells you which apps on your device have access to personal information, such as your contacts and location. You can then choose to either trust or remove any such app from your mobile device.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  2. How can App Alert help me?

    App Alert will help secure and preserve your privacy. The apps on your device are individually analyzed and graded, showing you if they access, store or transmit your personal information.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  3. How does App Alert work? What can it tell me about an app on my mobile device?

    When you launch App Alert with Verizon Support & Protection Premium, it will scan your downloaded apps and report:

    • Access to personal information such as contacts, message content, calendar and photos

    • Use of your microphone, camera or location mechanism

    • Interception of events like calls, messages and key presses

    • Ability to transmit information to or from your device and the type of data connection it may use


    When the scan is complete, it assigns a privacy access rating for each app and reports access level detail. Generally, apps with universal access to sensitive information, plus the ability to transmit it, receive the highest privacy access rating.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  4. What types of threats does App Alert scan for?

    App Alert only scans apps downloaded on your device. App Alert does not scan your device for threats like viruses, Trojans or spyware. However, the antivirus scanning feature of Verizon Support & Protection does scan your device for these kinds of threats.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  5. Why are some apps trusted by App Alert before I review them?

    App Alert automatically trusts apps that:

    • Don't access your personal information

    • Are preloaded by your device's manufacturer

    • Are part of the Android operating system


    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  6. Does an app trusted by App Alert need to be reviewed again after I update it?

    If you update a trusted app and it has access to your personal information, App Alert will ask you to review it.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  7. I think one of my apps is accessing too much information. How can App Alert help me?

    If you find out that an app can access more personal information or functions than you originally thought, App Alert will help you quickly remove it from your mobile device.

    Note: Preloaded apps or apps that enable essential functions can't be removed through App Alert.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



Remote Recovery Locate, Alarm, Lock and Wipe
  1. What remote recovery features are available with Verizon Support & Protection Premium?

    The mobile recovery features include the ability to remotely locate, alarm, lock and erase certain information on your smartphone. These features are accessible through My Verizon if your device is lost or misplaced.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  2. Why do I need the recovery features available with Verizon Support & Protection Premium?

    You can help protect your device investment, the personal information on your device and minimize the risk of stolen information.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  3. How can I use Verizon Support & Protection Premium to find my lost smartphone?

    There are two options for finding your lost smartphone with Verizon Support & Protection. Refer to our How to Use Guide to learn how. Or go to http://totalmobileprotection.verizonwireless.com for more information.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  4. How is my device's location determined with Verizon Support & Protection?

    Your device's location is determined by satellites and GPS.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  5. How do I turn the Verizon Support & Protection phone alarm on and off?

    To learn how to turn your phone alarm on and off, refer to our How to Use Guide.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  6. Which web browsers are compatible with the web portal used to manage the remote recovery features of Verizon Support & Protection?

    You can use the remote recovery features of Verizon Support & Protection with the following web browsers

    • Internet Explorer 8 and 9
    • Firefox (latest official release)
    • Google Chrome (latest official release)

    Note: Javascript and cookies must also be enabled within the browser settings.

    If you're using a different browser than those listed above, you may have a suboptimal experience while signed in to Verizon Support & Protection. Some buttons may be either misaligned or missing.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  7. Why doesn't the Verizon Support & Protection Sound Alarm feature work on my phone?

    It's possible your phone may either be out of the Verizon Wireless Coverage Area or turned off. Additionally, Verizon Support & Protection features won't work if your service has been suspended.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  8. Will the Verizon Support & Protection recovery features work if my phone is turned off?

    No, the phone must be turned on, have text messaging capability and be within the Verizon Wireless Coverage Area.

    Rates may apply for download and use. Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  9. Will the Verizon Support & Protection recovery features work if my phone's GPS is turned off?

    GPS should be enabled to locate the device more accurately. However, if the phone is turned on and is in the Verizon Wireless Coverage Area, it should be located within a proximity of 1,000 meters.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  10. How do I lock a lost or stolen device with Verizon Support & Protection?

    Refer to our How to Use Guide for specific instructions.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  11. How do I erase my information on a lost or misplaced phone with Verizon Support & Protection?

    Refer to our How to Use Guide for specific instructions.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  12. If I use Verizon Support & Protection to remotely erase data from my lost or stolen device, what kind of data will be erased?

    It depends on your Android operating system (OS) and your device administration settings.

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

      Note: In this case, the erase data feature will not erase data stored on the device's external memory cards.

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

      Note: 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.

    Check your Android OS version

    Manage your device administration settings

    Only available for lines subscribed to Total Mobile Protection.



  13. How do I restore data that I erased with the erase function of Verizon Support & Protection?

    Verizon Support & Protection doesn't back up your data. However, if you have Backup AssistantSM Plus or Verizon Cloud enabled, your data is retrievable.

    If Backup Assistant Plus or Verizon Cloud isn't enabled, performing the Erase Data feature may permanently delete data from your device.

    To learn how to restore your contacts to your original or a new device with Backup Assistant Plus, refer to our How to Use Guide. For Verizon Cloud, watch our Tips for Understanding and Using Verizon Cloud video.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  14. Can my information be backed up and restored with Verizon Support & Protection?

    No, your information is neither restored nor backed up with Verizon Support & Protection. Be sure to back up your data with Verizon Cloud or Backup Assistant Plus before you wipe your data.



  15. Can I lock and wipe the external memory card with Verizon Support & Protection?

    No, external memory cards aren't protected. The information stored on them can't be erased by Verizon Support & Protection.



  16. Do I need to download and set up Backup Assistant Plus or Verizon Cloud on my phone before erasing my data through Verizon Support & Protection?

    Verizon Support & Protection doesn't back up your data, so we recommend performing a backup with Backup Assistant Plus or Verizon Cloud before erasing your data.

    Backup Assistant Plus and Verizon Cloud aren't included with Verizon Support & Protection and must be downloaded and installed separately, prior to erasing your data.



  17. Will the remote recovery features (such as locate, alarm, lock and wipe) function properly if my phone has network settings set to"Wi-Fi use only"?

    No, the remote recovery features won't work if the phone has network settings set to "Wi-Fi use only." The phone must have a connection to the Verizon network for the remote recovery features to function properly.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



Troubleshooting
  1. Why is Verizon Support & Protection not working on my device?

    Unfortunately, your device might not be certified to support the Verizon Support & Protection app. Please check the app market on your device for a future update.

    Note: Certain plans (including prepaid plans) or devices that run an unauthorized version of the operating system aren't supported.



  2. What can I do to minimize battery drain on my device while using the Verizon Support & Protection app?

    The frequency of scans and updates will decrease battery life and increase data usage. According to our battery life testing and analysis, when you aren't actively using the device (i.e., in idle mode) or not using the app (i.e., in app background mode), the impact of the app on a full battery charge is estimated to be less than 15 minutes.

    To minimize this impact, you can reduce the frequency of scheduled scans as follows:

    1. Go to Security Settings.

    2. Under Scheduled Scan Options and Scheduled Update Options, change the interval to Weekly.


    Note: This won't change the real-time scans of messages and apps as they arrive on your phone.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  3. How do I uninstall the Verizon Support & Protection app?

    To uninstall the app follow the instructions in our How to Use Guide: Verizon Support & Protection.



  4. How do I change the Status Bar notifications displayed by the Verizon Support & Protection app?

    To change the Status Bar notifications:

    1. Tap the Menu button on your device.
    2. Tap Settings.
    3. Scroll down to the bottom of the Settings menu.
    4. Select your preferred Status Bar notification option:

      • Persistent notifications that always show an icon and message in the Status Bar
      • Notifications only when the app is performing an action (default)
      • Never show a status bar notification

    You've successfully changed your Status Bar Notifications.

    Android is a trademark of Google, Inc. Use of this trademark is subject to Google Permissions. Apple and iPhone are registered trademarks of Apple Inc.



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