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Security Image FAQs

General Information
  1. Why was an extra step of choosing a Security Image added to the sign-in process?

    Criminals can create websites that look very similar to legitimate business websites. We want to take precautions to help you identify your Verizon Wireless online account. That's why the Security Image feature was added.

    A Security Image is an online security feature that's set up between your computer and Verizon Wireless, and ensures you that you are visiting Verizon Wireless' official website when you sign in.

    In order to help us protect your personal information, please follow these important security tips:

    • Always keep your login information safe. Never share your User ID, password or Security Image with anyone.

    • Choose a password that's difficult for someone else to guess, preferably a combination of letters and numbers that aren't related to your job or personal life. 

    • Don't write your password down or leave it in a place where it might be discovered. 

    • Change your password regularly.


  2. How does having a Security Image help keep my account safe?

    Once you've selected a Security Image for your account, it will appear every time you enter your User ID on the Sign In page for My Verizon. When you see your Security Image, you'll know that you're accessing an official Verizon Wireless website, not a fraudulent phishing website.



  3. Why am I asked to register my computer after selecting a Security Image?

    After you select a Security Image, you can register your computer so that it will be recognized the next time you sign in. If your computer is recognized, you won't be required to answer a Secret Question.

    Your Security Image is associated with your computer and your User ID.



  4. How do I change my security image?

    You can change your security image online in My Verizon on your smartphone, tablet or computer.

    1. Go to the Change Security Image page. Prepaid customers, go to the Update Your Security Image page.

    2. Here you can pick a new security image and change your personal phrase. You cannot upload your own photo to be used as a security image. Tap or click the image you want as your new security image.

    3. Tap or click Change.

    You've successfully changed your security image.



  5. What is phishing, and how does it relate to a Security Image?

    Phishing is a scam designed to steal personal information. Through fraudulent emails or text messages that appear to be from legitimate businesses, criminals attempt to get individuals to provide personal information, such as credit card numbers, user IDs, passwords, account details and other valuable information.

    You can use a Security Image to protect you from phishing scams.



Signing In
  1. Why was I asked to provide a new Secret Question(s) when I signed in?

    If you set up your account before we implemented the Security Image feature, you may be prompted to select a new Secret Question(s). This is a security improvement to help protect against unauthorized access to your account.



  2. Why do I have to answer Secret Question(s) instead of seeing my Security Image?

    The Security Image is there to reassure you that you're on the Verizon Wireless website, not on a fraudulent website created by criminals attempting to steal your personal information. It's associated with your computer and your User ID.  

    Your Secret Question(s) helps us verify that it's you accessing your account, not an unauthorized user. If you access your account from a computer that hasn’t been registered with us, we'll ask you a Secret Question(s) to verify your identity and protect your account from anyone trying to access it without your permission.



  3. Can I upload my own photo as my Security Image?

    No, instead of a personal photo, we offer a selection of images that you can choose from for your Security Image.



  4. What should I do if I don’t see the Security Image and I’m not asked a Secret Question(s) that I recognize?

    If you have a Security Image and Personal Phrase for My Verizon and you don't see them appear after you've entered your User ID or mobile number on the My Verizon Sign In page, do not enter your password or any other personal information on the following sign-in page. Instead, manually enter VerizonWireless.com in the address bar of your web browser to make sure you’re on the official Verizon Wireless website.



  5. Can I access My Verizon if I'm on a public computer?

    Yes. However, always use care when signing in to My Verizon on public computers, such as those in libraries, Internet cafe or a friend's home. If you've set up a Security Image on your computer and later access My Verizon via another computer, we'll ask you to answer your Secret Question(s) to verify your identity.



  6. How does Verizon know it's me when I'm using a public computer?

    We recognize you by your User ID, your Password and the answer to your Secret Question(s). You can help us protect your personal information by creating complex passwords and by not sharing your User ID, Password, Security Image or answers to your Secret Questions(s) with anyone.



  7. How can I avoid being asked the Secret Question(s) every time I use my computer at work?

    You can register your work computer or any other computer with a Security Image. After answering your Secret Question, check the box to register your computer. The next time you sign in, we'll remember the computer and won't require you to answer a Secret Question.

    For your security, do not register any public or shared computer.

    Note: If you delete cookies on your computer, you'll be required to register your computer again.



  8. If I share my computer with family or friends, will they see my Security Image?

    Each My Verizon user has a separate Security Image. My Verizon uses both your User ID and your computer to identify your Security Image. If you provide your User ID to your family and friends and they have access to your computer, they'll be able to see your Security Image when they attempt to sign in to My Verizon. However, they won't be able to complete the sign-in process unless you provide your password.

    Help us keep your online account secure by never sharing your User ID or Password with family and friends. In My Verizon, you can designate authorized users, such as Account Managers and Account Members, who can establish their own My Verizon online accounts with a unique User ID, Password and Security Image. With your authorization, they can then sign in using their own User ID and Password to manage your online account.



Password Reset
  1. What if I forget the answer to my Secret Question(s)?

    If you forgot the answer to your Secret Question(s), click the Forgot Your Answer link to reset your Password. You'll be guided through steps to obtain a temporary Password and create a new Password and Secret Question.

    For your security, we recommend that you use a computer that has been registered, so you can identify your Security Image before you enter your temporary Password.



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