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Verizon Support & Protection 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.

    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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