Verizon Privacy Dashboard for mobile customers FAQs

The Verizon Privacy Dashboard gives you online access to:

• Download a portable copy of your information.
• Delete information that's not necessary for your service.
• Correct certain information and manage your privacy settings.

Mobile customers can sign in to the Privacy Dashoard to:

• Preview certain categories of information
• Download a portable copy
• Correct or delete some information
• Appeal information request decisions in some states

California, Colorado, Connecticut, Nevada, Utah, Virginia and Washington state residents have the right to access  certain personal information we've collected and correct or delete some of it. Residents of  Colorado, Connecticut, Nevada, Virginia and Washington may also appeal a decision regarding an individual rights request. For more information, visit our Privacy Policy.

Current and former customers* can use the Verizon Privacy Dashboard to manage personal information.

Note: If you don't have access to the Privacy Dashboard, call our dedicated toll-free number 800-333-3972.

Former Verizon customers

If you're a former Verizon customer, you can submit a request for personal information associated with you or your account. However, once service is disconnected, Verizon may not be able to verify your connection to specific phone lines or the information associated with those lines. The phone numbers may have changed after you terminated your service with Verizon and we may not be able to provide information about the line(s) you had with us.

If you don't yet have an account with Verizon, find out what documents you can submit to verify your identity.

Multiple Verizon accounts

If you have multiple Verizon accounts mobile, (e.g., mobile, Prepaid, 5G Home, Fios, Verizon Cloud, Gizmo, Smart Family, etc.) you may need to sign in to each account and make separate requests. You can use the Verizon Privacy Dashboard to sign in, or select "I used a different service" for instructions on how to manage personal information associated with your service.

Authorized agents

Learn about Authorized agents.

Yes. select the Español link in the top right corner of the Verizon Privacy Dashboard for the Spanish version.

Sign in to the Verizon Privacy Dashboard then select the type of information you want to access under any category:

• Account and Identity - Information that allows us to recognize you and your account
• Network and customer activity - Information you generate when you use or interact with our products and services
• Insights - Information about you and your activities that we use to personalize your experiences and offers
• Services - Information from additional products and features included in your account

Note: If you don't have a Verizon account, you can't preview personal information directly in the Privacy Dashboard. You can request a download of your personal information after verifying your identity.

To download information we have about you:

1. Sign in to the Verizon Privacy Dashboard.
2. Select Download personal information in the "Information requests" section. You can download a minimum of 30 days worth of information and select any time frame, starting from your first date of service on your current account.
   
   Note: If you're not on an Unlimited data plan, download over a secure Wi-Fi network to avoid using up your data allowance.
3. For your security we'll send an authentication code to the email or mobile phone number associated with your account. Enter this code when requested to verify.

You can request a standard download or an advanced download. Why are there two download options?

Opening the file

The download file will be encrypted and password-protected. For your protection, your download file will automatically expire after 1 year. Here's how to access it before then:

• When your download is ready, we'll send a temporary password to your device. You must use the password to access view your file.
• The download will be available as a JSON, CSV, or XLS (Excel) file.

Canceling a download request

You can cancel a pending request or wait until your request has been completed and then delete your file.

After you submit your request, it may take about 45 days for Verizon to contact you. If we need more time, we may notify you that we need an extension.

To delete information we have about you, visit the Verizon Privacy Dashboard, sign in with your credentials and select Delete certain information in the "Information requests" section. You can also call our dedicated toll-free privacy number at (800) 333-3972.

Important: You can't recover personal information once it's been deleted. Once you delete personal information, Verizon will stop collecting the categories of information that you deleted.

The Account Owner or Account Manager can't delete information for all lines on the account.

For those who use other lines on your account, we may have information about them that's not associated with an existing account if they are 18 years or older. If they're an Account Member or a site visitor, they can download and delete personal information that's not associated with your account by continuing as a guest in the Privacy Dashboard. This will require them to provide additional information so we can verify that it's the right person making the request.

Once you've elected to delete personal information, it will be deleted from our systems and can't be recovered.

If you delete information we have about you, you may still receive promotions and discount offers. Depending on the type of information deleted, the discounts and promotions offered to you may be less personalized and not as relevant to your interests. To participate in these programs again, you can opt back in from the "Control" section of the Verizon Privacy Dashboard.

We'll keep information that we need to provide and bill you for services, detect fraud, debug or repair our network or detect security threats, meet legal and regulatory obligations, or for other internal business operational purposes. We also keep financial information related to collections and credit bureaus. For example, we need to retain your account information to bill you and to offer you support.

Mobile postpaid customers also have the option to update privacy settings by signing into the Verizon Privacy Dashboard and selecting Manage your privacy settings in the "Control" section.

If you're the Account Owner or Account Manager, you can update the privacy settings for all lines on your account. If you're an Account Member, you can update the privacy settings for your own line, but not for other lines on your account.

You can view JSON files on Windows, Mac OS X and Linux with the Firefox browser using the JSONView add-on. For instructions specific to your computer refer to your OS below.

Note: If you're not on an Unlimited data plan, we suggest downloading the file over a secure Wi-Fi network to avoid consuming your available data.

Windows

1. Unzip the file using a third-party software such as WinZip. This software is available for free from several sources. Make sure that you download from a reputable and safe website.
2. Open the JSON files with a text editor like Notepad, WordPad or Altova XMLSpy to access the contents.
3. Right-click on the file and then choose Open With from the drop-down menu.
4. Select on Notepad (or other text editor) in the submenu. If your text editor isn't listed, select Browse to find it.

Mac OS X

Open the JSON files using Apple TextEdit or other compatible text editor which will allow you to view the contents. You can also use Bare Bones TextWrangler which is a text and HTML editor designed for Mac PCs or MacVim designed for Mac OS X.

Linus
Open and access JSON files with Vim for Linux, which is a highly configurable text editor, or you can use another editor such as Pico or GNU Emacs.

Two download options are available when you request information we have about you from Verizon: Standard and Advanced. For your privacy and security, highly sensitive information (e.g., credit card information, Social Security number, passwords, etc.) won't be displayed in any download file.

Here are your options:

• Standard download (recommended): A standard download includes the personal information that Verizon has about you. For safety and security, this download won't include more sensitive personal information.
  
• Advanced download: An advanced download includes everything in your standard download plus more sensitive information.
  • Sensitive information could include some details such as data usage records, browsing history, and geolocation data.
  • For security reasons, it may take longer for Verizon to process an advanced download, and you'll have to submit a consent form acknowledging that you understand the risk.
  • You can submit the consent form through the Privacy Dashboard after you verify your identity and make your request for an advanced download.

For your security, some of the information displayed on the Verizon Privacy Dashboard will be masked. Some masked information will be displayed if you download a copy of personal information. However, highly sensitive information, such as credit card information, Social Security number, and passwords, won't be displayed in either the Dashboard or a download file.

Guest users who don't have an account with Verizon won't be able to preview their personal information directly in the Privacy Dashboard. However, they will be able to request a download of personal information after verifying their identity.

Verizon doesn't discriminate against consumers who exercise their rights. You can submit a request, free of charge, through the Verizon Privacy Dashboard or by calling our dedicated toll-free privacy number at (800) 333-3972.

However, your experience may be impacted if you change your privacy settings or delete certain information. For example, you may not receive certain targeted marketing promotions, and you may receive less personalized content. To learn more, visit the Verizon Privacy Dashboard.

The privacy laws in certain US states give consumers the right to say no to the sale of personal information and limit the use and sharing of personal information for cross-context targeted advertising purposes.

Visit Your Privacy Choices for a description of our activities and your opt out choices.

No, you can't change any of the values in the download file. You can request that we delete or correct certain information from the dashboard. Information specific to your account can also be edited by accessing your profile settings in the account tab featured on the My Verizon portal (e.g., home address, password, and billing information).

Verizon stores limited biometric information which we don't disclose to protect your security because this information is generally used to identify customers or as a password that allows customers to access their account.

Your bill includes calls that reach a full connection and are billed. Your download file may include calls that didn't reach a full connection, such as calls that were placed but not answered, and calls that are not billed, such as calls to toll-free numbers and 911.

We rely on information about your interests that we get from third-party data providers to help us develop new products and services of interest to you, to personalize the content and offers you receive from us, and to customize your Verizon experience.

When you delete it, we permanently delete and stop collecting this information. You'll continue to see advertising content from us, but it may feel less personalized or relevant to you.

Account Owners and Account Managers are only able to request file downloads for their individual mobile number and any devices on their account that aren’t capable of receiving a text message. Account Owners and Account Managers can access certain information about all of the lines on their account by signing in to My Verizon website and the My Verizon App. For example, the information available includes the phone numbers and devices on the account, call histories, and data usage.

You must have an active Verizon mobile phone number to receive text messages and you must have a registered email address older than 30 days.

Yes, you can still make a request for the personal information collected about you or your account from Verizon. Our authorized retailers aren't directly owned by Verizon, and may have independently collected personal information from you that Verizon didn't collect, and doesn't receive. If you have questions regarding any personal information not included in your download that may have been collected by these authorized retailers, contact them directly.

Former customers can submit a request to access personal information that Verizon may still have in our records. You may also request to correct or delete certain types of personal information. However, once you've disconnected service, Verizon can't verify your connection to specific phone lines or the personal information associated with those lines. Because the phone numbers may have changed after you terminated your service with Verizon, we may not be able to provide information about the line(s) you previously had with us.

We require certain information about you, including Social Security number, name, address, and birthdate. We also require an email address for notifications, and to reconfirm it's you when you return. We then need documentation that shows your identity to verify that you have the authority to make a request. Currently, acceptable forms of documentation include a driver’s license or a state ID.

To identify who you are if you request information as a guest, we need basic information about you, including name and address. We also require an email address for notifications, and to reconfirm it's you when you return. We then need documentation that shows your identity to verify that you have the authority to make a request. Currently, acceptable forms of documentation include a driver's license or a state ID. All documentation needs to be submitted via the Privacy Dashboard using a laptop/desktop computer only by accessing the Dashboard as a guest. Mobile versions of this process are not yet supported.

Any customer with an active account can request a download of personal information through our dedicated toll-tree privacy number, 800-333-3972. Depending on your account role, the steps to authenticate will vary:

Account Owner authentication - You must complete two methods of authentication (Account PIN and a one-time PIN to your mobile number) to validate your identity and to continue with your request.

Note: If you’re an Account Owner and forgot your Account PIN, you’ll be asked to reset your Account PIN in My Verizon.

Learn more about Verizon mobile Account PINs.

Account Member authentication - You must validate your identity with a one-time PIN which will be sent to your mobile number or your email address on file.

Note: If you're unable to get a text message notification, you'll get an update by email if we have your email address on file. If your request cannot be completed through the toll-free privacy number, you can go to the Verizon Privacy Dashboard to submit your request.

If you made a request via our dedicated privacy toll-free number: 800-333-3972, you'll be notified either by text or email when your request is ready. You can also check the status of your request in the Request History section of the Verizon Privacy Dashboard.

The downloaded personal information file requires a third-party software to open. We recommend 7zip or Winzip for Windows users or Keka for Mac users. You should also try clearing your internet cache, temporary files, and cookies, located under the history section of your browser. Once you've done this, try to download again.

How do I view the JSON file I downloaded from the Verizon Privacy Dashboard?

We keep information that we need to provide and bill you for services, detect fraud, debug or repair our network or detect security threats, meet legal and regulatory obligations, or for other internal business operational purposes. We also keep financial information related to collections and credit bureaus.

Verizon was unable to verify your identity based on your ID. It's possible that the name and address on the document didn't match the details filled out online, the quality of the image provided was poor, or the document wasn't verified as legitimate. Try again if you believe this is an error.

Sometimes documents aren't accepted due to image capture issues, which can happen when using the web portal to submit your documents instead of using the app. The app will guide you to capture a clear image of the document to verify your identity. Make sure the image fits within all four corners of the screen where indicated.

You can check the status of your request by signing in to the Verizon Privacy Dashboard.

If you haven't been notified after 45 days, submit a Privacy Inquiry Form.

Yes, the password to access your downloaded personal information file may be resent for up to 1 year. If 1 year has already passed, the file has expired. You no longer have the ability to download the file or receive the password associated with the file.

To request a new password during the 1 year period mentioned above:

1. Sign in to the Privacy Dashboard
2. Select the “Request history”  located in the "Information requests" section of the Dashboard
3. Select the appropriate download request, and select Resend password.

If you received a notification about a download of personal information, then we received a request from someone who successfully passed security verification

If no one on your account initiated this request, it may have been submitted fraudulently. Take the following actions to secure your account:

• If you suspect fraudulent activity, visit https://www.verizon.com/fraud/ or contact our Fraud Protection Team toll-free at 877-462-5825.
• We recommend you take additional precautions:
  • Reset your Verizon Account PIN.
  • Reset passwords on all your Verizon online accounts as well as non-Verizon accounts, particularly from financial institutions.
  • Review your Verizon account to see if any unauthorized purchases or account changes have been made.

If you suspect fraudulent activity, you can submit a claim to our Customer Protection Team at https://www.verizon.com/fraud/.