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Safe Wi-Fi FAQs

Learn more about our Safe Wi-Fi service, which provides safe and secure Wi-Fi access on your mobile device.

General Information
  1. Safe Wi-Fi is a downloadable app that safeguards your connection on network-enabled devices using a VPN (Virtual Private Network). Safe Wi-Fi protects your privacy and blocks ad tracking, creating a secure Wi-Fi connection anywhere in the world.

    Get Safe Wi-Fi on up to 10 devices on your account for only $3.99/mo. Learn how to subscribe to Safe Wi-Fi.

    Note: To subscribe to Safe Wi-Fi on your account, you must be the Account Owner or Account Manager. Canceling the service is prorated.



  2. Safe Wi-Fi is compatible with most Verizon Wireless plans, including:

    • The new Verizon Plan. Learn more about the new Verizon Plan.
    • The Verizon Plan
    • Most MORE Everything® plans
    • Nationwide plans
    • Mobile broadband plans
    • International plans and features

    However, the service can't be used with the following:

    • MORE Everything 250 MB plan
    • Non-Nationwide plans such as America's Choice®
    • Prepaid accounts
    • Business accounts (with ECPD Profile)
    • Corporate accounts
    • Devices with PTT (Push to Talk) enabled

    You must also have an eligible device:

    • Android® smartphones and network-enabled tablets (OS 4.4.1 and newer)
    • iPhone® and iPad® (iOS 10 and newer)

    For more information about your device's ability to use Safe Wi-Fi, see your User Guide.

    Note: To subscribe multiple devices, you must be the Account Owner or Account Manager.



  3. You can subscribe to Safe Wi-Fi online in My Verizon or on the Safe Wi-Fi app on your device:

    Online

    1. Sign in to the Products & Apps page in My Verizon.
    2. Scroll to Safe Wi-Fi, then click Get it now.

    You've successfully subscribed. Safe Wi-Fi will be added to all eligible lines on your account.

    Safe Wi-Fi app

    1. Download the Safe Wi-Fi app from the Google Play™ Store or Apple® App Store® on your device.
    2. Follow the onscreen instructions to sign up for Safe Wi-Fi with a 1-month free promotion.

    You've successfully subscribed. Safe Wi-Fi will be added to all eligible lines on your account.



  4. To turn on Safe Wi-Fi (VPN):

    1. Open the Safe Wi-Fi app on your device.
    2. Check that you're connected to a Wi-Fi network.
    3. Check your connection status. If VPN is off, tap the red Wi-Fi icon under VPN Status.

    To turn on Ad Tracker Blocker:

    1. Open the Safe Wi-Fi app on your device.
    2. Tap Ad Trackers blocked.
    3. Tap or slide the Block Ad Tracker switch to on.

    You've successfully enabled Safe Wi-Fi features on your device.



  5. Trusted Networks are networks you know are secure. A Trusted Network can be your home or work Wi-Fi network. Safe Wi-Fi will not secure traffic on a Trusted Network automatically, but you could manually enable it when needed.

    To add a Wi-Fi network to the Trusted Network list:

    1. Open the Safe Wi-Fi app on your device.
    2. Tap the Settings Menu in the top right corner.
    3. Tap Settings.
    4. Tap Add trusted network.

      Note: A list of Wi-Fi networks in your area will appear.

    5. Select the Wi-Fi network you'd like to add.

    You've successfully added a Trusted Network.



  6. Ad Tracker Blocker prevents you from ad network tracking while browsing the internet, and from ads generated from the device's downloaded apps.

    You can turn Ad Tracker Blocker on or off in the Safe Wi-Fi settings.



  7. Some ads must be blocked entirely to prevent ad trackers from working. A gray image will replace the ad on the screen.



  8. Websites that require ad trackers may be blocked.

    You must turn off Ad Tracker Blocker in the Safe Wi-Fi settings menu before you can access these sites.



  9. This message appears when an app needs access to your phone number. Safe Wi-Fi needs your phone number in order to authenticate the device and for billing purposes.



  10. This message appears before a VPN configuration can be installed on an Android phone. Safe Wi-Fi does not monitor your internet browsing activity.



  11. This message appears before a VPN configuration can be installed on an Apple device. Safe Wi-Fi does not monitor or filter your internet browsing activity.



  12. To uninstall the Safe Wi-Fi app:

    Android

    1. Tap Settings.
    2. Tap Applications or Application Manager.
    3. Tap Safe Wi-Fi.
    4. Tap Uninstall.

    iOS

    1. Press and hold down the Safe Wi-Fi icon until the icons jiggle.
    2. Tap the X on the Safe Wi-Fi icon.
    3. Confirm the Delete instruction by tapping Delete.

    You've successfully uninstalled the Safe Wi-Fi app.


    Note: Deleting the app doesn't prevent monthly recurring charges for the associated features.



  13. Your subscription will automatically renew each month unless you cancel it. You can cancel your Safe Wi-Fi subscription anytime in My Verizon.

    To unsubscribe from Safe Wi-Fi:

    1. Sign in to the Products & Apps page in My Verizon.
    2. Tap or click the Manage Your Products tab.
    3. Scroll to Safe Wi-Fi.
    4. Select or tap Manage Safe Wi-Fi.
    5. Select or tap Remove From Account.

    You've successfully unsubscribed from Safe Wi-Fi.



  14. View Safe Wi-Fi's Term and Conditions.



Troubleshooting
  1. If the app can't create a VPN connection, make sure:

    • You're connected to the internet using Wi-Fi
    • You have the latest version of Safe Wi-Fi installed
    • Your device isn't rooted (jailbroken)
    • A firewall app or other VPN app isn't interfering

    If you're still having trouble, try the following:

    • Turn Airplane mode off
      • On your device, turn Safe Wi-Fi on.
      • Turn Airplane Mode off in your device Settings.
    • Reinstall the Safe Wi-Fi profile
      • Tap Reinstall profile in the Settings menu.
      • Follow the onscreen instructions to reinstall the profile.
    • Connect to another Wi-Fi network

    If you're still having trouble, try connecting to a different type of Wi-Fi network.



  2. Some apps like Netflix®, Hulu™, Kodi® and torrents don't work over secure VPN connections like Safe Wi-Fi. Turn off Safe Wi-Fi protection when you want to use these types of services. If you turn off the VPN, don't use any apps that need a secure connection (e.g., banking app).

    If you can't access a regular website or app, make sure:

    • Your account is active
    • Protection is turned on in the app, and there's a VPN icon in your device's top status bar

    If you're still having problems, try the following:

    • Clear your browser's cookies and cache
    • Turn Device Location Services off:
      • Tap Privacy/Location Services in your device settings.
      • Turn off Location Services for your browser or the app you're using.


  3. Try turning Safe Wi-Fi (VPN) protection off and back on. The app will search for a new and faster server. Wait a few seconds before trying to access the site.

    If that doesn't work, try reinstalling your Safe Wi-Fi profile.

    To reinstall the Safe Wi-Fi profile:

    1. Open the Safe Wi-Fi app on your device.
    2. Tap Reinstall profile in the Settings menu and follow the instructions.

    You've successfully reinstalled your profile.



    • If you see an error that says you're connected to a network that requires authorization, make sure:
      • You're connected to the internet
      • You've installed the latest version of Safe Wi-Fi
      • Your device isn't rooted (jailbroken)
      • A firewall app or other VPN app isn't interfering
    • Sign in to the network:
      • Open a website in your browser.
      • Sign in if you're redirected to a sign-in page for the network or in your device's Settings.
      • Go to Wi-Fi and find the network you're connected to.
      • Look for a way to sign in.

    If you're still having trouble, try the following:

      iOS
    • Turn Airplane mode on and off:
      • Turn Safe Wi-Fi on.
      • Turn Airplane Mode on your device on and off.
    • Reinstall the Safe Wi-Fi profile:
      • Tap Reinstall profile in the Settings menu and follow the instructions.
    • Connect to another network type:
      If you’re still having trouble, try connecting to a different type of network.

      Android

    • Change the Android settings on your device:
      • Go to Settings > Wi-Fi > Advanced and turn off Avoid poor connection in your device Settings, if your device has this option.
      • Press and hold down on the Safe Wi-Fi icon > App Info > Storage > Clear Data.
      • Go to Settings > Wi-Fi and turn off Smart network switch, if your device has this option.
    • Try connecting to the network again in the app.
    • Open the Safe Wi-Fi app and enable VPN protection.
    • If that doesn't work, turn your device on and off, and try opening Safe Wi-Fi and enabling VPN protection again.


  4. Android is a trademark of Google, Inc. Apple, iPhone and iPad are registered trademarks of Apple Inc.

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