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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.
    • Above Unlimited
    • Beyond Unlimited
    • Go Unlimited
    • 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. Follow these steps to enable Safe Wi-Fi on your device once you've subscribed to it. For steps on how to subscribe to Safe Wi-Fi, refer to How do I subscribe to Safe Wi-Fi?

    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.


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



  7. 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.



  8. 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.



  9. 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.



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



  11. Our VPN uses highly advanced security and 128-bit AES encryption technology to ensure your data is protected. Safe Wi-Fi never tracks, logs, or stores any of your personal information. By using our VPN, your IP address is hidden and data is secure.



  12. The servers, powered by McAfee®, are located in sites inside and outside the US.



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®, Paypal® 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. When VPN service is enabled on a device, sites and servers will see the VPN IP address rather than the Wi-Fi router/access point IP address. As a result, when VPN service is enabled, the device cannot discover or connect to applications/devices that are dependent upon the Wi-Fi IP address. For example, Chromecast™ and Roku®.



  5. Android is a trademark of Google, Inc.
    iOS is a trademark or registered trademark of Cisco in the US and other countries and is used under license.
    iPhone is a registered trademark of Apple Inc.

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