Select Your Device
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Verizon Support & Protection FAQs

Verizon Support & Protection has been upgraded to Security & Privacy. Learn how to update your Support & Protection app to help ensure your device stays protected from the latest threats.

 
General Information
  1. Verizon Support & Protection is an app that helps you better manage your smartphone. The app is compatible with 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. Verizon Support & Protection is no longer available for download, and it will be officially discontinued later this year.

    You can upgrade to Security & Privacy, Verizon’s new protection service, for no additional charge* through the Google Play™ Store on your device.


    *Data usage may apply for download and use.



  3. The app is compatible with Android smartphones (version 2.1 and up) and iPhone running iOS 6+.



  4. Verizon Support & Protection is no longer available for purchase. It has been upgraded to Security & Privacy.

    Refer to our Security & Privacy FAQs to learn more.



  5. 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.



  6. 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.



  7. Refer to the iPhone section of our How to Use Guide: Verizon Support and Protection page.



  8. Refer to our Verizon Support & Protection Terms & Conditions page for more information.



AntiVirus
  1. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. You can use the Total Mobile Protection website to find your lost phone with Verizon Support & Protection.

    Note: You'll need to sign in with the mobile number and My Verizon Password of the phone you’re trying to locate.

    Or refer to our How to Use Guide for step-by-step instructions.

    Only available on Android 2.1+ operating system for lines subscribed to Total Mobile Protection.



  4. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. No, external memory cards aren't protected. The information stored on them can't be erased by Verizon Support & Protection.



  16. 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. 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. 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. 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. To uninstall the app follow the instructions in our How to Use Guide: Verizon Support & Protection.



  4. 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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