Question 1

What does the Lost Wallet feature do?

Accepted Answer

Lost Wallet offers step-by-step guidance from dedicated agents to help replace lost physical assets - including credit cards, identification cards and concert tickets.

Question 2

Do Lost Wallet specialists need my account numbers to cancel my cards?

Accepted Answer

No. Our specialists assist you in contacting your bank or creditor to cancel your lost or stolen cards. These entities are able to locate your account by verifying other forms of personal identifying information.

Question 3

I am not sure what was in my wallet. Can the Lost Wallet specialist notify my banks and cancel all of my cards?

Accepted Answer

For your security, your bank or creditor speaks only with the account holder. We help contact those entities in three-way calls to get the lost cards canceled and reissued.

Question 4

Who do I contact for Lost Wallet assistance?

Accepted Answer

If you have lost your wallet or think you have potentially become a victim of identity theft, please contact Verizon customer service.

Question 5

What is Mobile Secure?

Accepted Answer

Mobile Secure provides you with: Pro On the Go same-day delivery and setup. available for new devices TT purchased on verizon.com 24/7 Tech Coach support. TT Get help to help optimize your device and connect it to virtually anything else – now available from select smart home speakers 24/7 Security Advisor. TT Experts to optimize your digital security and privacy tools and help resolve security vulnerabilities that can impact your personal identity and online privacy Digital security and privacy tools. TT Benefits include ID theft monitoring, secure Wi-Fi, and additional screening and blocking of robocalls. Download the included apps: Digital Secure and Call Filter. Unlimited device refresh. Enjoy longer device life with deep cleanings and expert-led diagnostics to optimize speed, performance and battery life. TT

Question 6

Who is eligible for Mobile Secure or Mobile Secure Multi-Device?

Accepted Answer

If you're enrolled in Verizon Mobile Protect or Verizon Mobile Protect Multi-Device, Mobile Secure and Mobile Secure Multi-Device, respectively, are included in these products.

Otherwise you can enroll in either Mobile Secure or Mobile Secure Multi-Device at any time if you have a standard Verizon mobile account.*

*Prepaid, business and government accounts aren't eligible at this time.

Question 7

What's the difference between Mobile Secure and Mobile Secure Multi-Device?

Accepted Answer

Mobile Secure Multi-Device is for Verizon mobile accounts with 2, 3 or 4-20 lines with eligible devices. If you have Mobile Secure Multi-Device, you can access the benefits of this product on all lines associated with your mobile account. Mobile Secure is available for a single device associated with a mobile line.

Question 8

How do I enroll in Mobile Secure or Mobile Secure Multi-Device?

Accepted Answer

If your device or account is eligible, you can enroll in Mobile Secure or Mobile Secure Multi-Device on the Services & Perks page in My Verizon or contact us.

Important: Mobile Secure is included in Verizon Mobile Protect. Mobile Secure Multi-Device is included in Verizon Mobile Protect Multi-Device. If you have Verizon Mobile Protect or Verizon Mobile Protect Multi-Device, you don't need to enroll in Mobile Secure or Mobile Secure Multi-Device.

Question 9

How much does Mobile Secure cost?

Accepted Answer

Mobile Secure is included with: Verizon Mobile Protect and provides support for your enrolled device Verizon Mobile Protect Multi-Device and provides support for all lines on your account Even if you’re not enrolled in Verizon Mobile Protect, you can enroll in Mobile Secure or Mobile Secure Multi-Device at any time. For Nationwide customers: Mobile Secure is $5.60/month per line for single line coverage. Mobile Secure Multi-Device is $11.20/month for 2 lines, $15.35/month for 3 lines and $25.35/month for 4-20 lines. For New York customers: Mobile Secure is $5.60 or $7.45/month depending on device type. For specific monthly charge, you can visit the Services & Perks page in My Verizon. Mobile Secure Multi-Device is $11.20/month for 2 lines, $18.35/month for 3 lines and $28.35/month for 4-20 lines.

Question 10

How do I get the Tech Coach, Digital Secure and Call Filter apps?

Accepted Answer

You can download the Tech Coach, Digital Secure and Call Filter apps from the app store on your compatible device:

Note: Call Filter and Digital Secure apps are pre-installed on Verizon-sold Android devices.

*Not available for download on Pixel or BYOD Android devices.

Question 11

Can I use Mobile Secure on my computer?

Accepted Answer

The Digital Secure and Call Filter apps aren't fully available for computers at this time. Some Digital Secure features are compatible with Windows® and Mac® computers. Download the apps to learn more, or contact a Tech Coach expert through the Tech Coach app or by phone.

Note: Some Call Filter features can be accessed on the My Verizon website, such as block settings, blocked calls lists and spam reporting.

Question 12

What devices are compatible with the apps associated with Mobile Secure?

Accepted Answer

Most Android™ and iOS smartphones are able to download and run the Tech Coach, Digital Secure and Call Filter apps*.

To see if your device is compatible with the Tech Coach, Digital Secure and Call Filter apps, search for the app name in the app store on your device (e.g., Google Play™ Store or Apple® App Store®).

If the app appears in the search results, your device is compatible, and you can download the app. If you don't see any of these apps in the search results, your device isn't compatible at this time.

*Call Filter app is only available for iPhone® and Verizon-purchased Android devices (not including Pixel). Even without the app, you can still use the spam blocking and Caller ID features of Call Filter.

Question 13

What does Cyber Monitoring feature do?

Accepted Answer

Cyber Monitoring scours the internet and dark web forums, including websites, blogs, bulletin boards, peer-to-peer sharing networks, and Internet Relay Chat (IRC) channels, to determine if monitored personal info is being shared online. For each individual user, Digital Secure will monitor up to: 10x email addresses 1x Social Security Number 10x phone numbers 10x credit/debit cards 10x bank accounts 1x driver's license 1x passport 10x retail/membership cards 10x medical IDs 1x International Bank Account (IBAN)

Question 14

What does it mean when I receive a Cyber Monitoring Email notification?

Accepted Answer

Your Cyber Monitoring service tracks Internet activity for signs that the personal information you have asked us to monitor is being traded or sold online. This Email notification means that our surveillance technology has discovered information on the Internet that is a match to your monitored identity elements.

Question 15

How does Cyber Monitoring know what personal information of mine to monitor?

Accepted Answer

After you enroll in identity theft protection, you'll be able to enter the information you want monitored at the identity theft protection portal.

Question 16

How do I enroll in Cyber Monitoring?

Accepted Answer

For more information on enrolling in the identity theft protection feature, visit the identity theft protection section of our How to Use Guide.

Question 17

Can I still become a victim of identity theft even though I am enrolled in Cyber Monitoring?

Accepted Answer

Cyber Monitoring helps reduce your risk of identity theft by letting you know quickly if your personal information is compromised, and in turn enabling prevention or quick resolution of an identity theft incident. Unfortunately, no identity protection tool can prevent identity theft completely.

Question 18

What time range does my initial Cyber Monitoring report cover?

Accepted Answer

Your first Cyber Monitoring report includes data from the previous 7 years. Cyber Monitoring searches the prior 7 years of records it has collected for a match to the personal information you are monitoring.

Question 19

What should I do if I receive a Cyber Monitoring Email notification?

Accepted Answer

It is recommended that you contact the appropriate institution to have your account information changed, or that you change your account information, such as the password to your email account. If you need help, the email you receive will have a link to the identity theft protection website where you can learn more about your notification. Or, call us to speak to an identity theft protection agent.

Question 20

What company is responsible for Cyber Monitoring?

Accepted Answer

We are partnering with CSIDentity (CSID) to help monitor and protect your personal information.

Question 21

What is Digital Secure Web Security, and why do I need it?

Accepted Answer

Web security 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 device's default web browser, a warning message will appear on your screen if Digital Secure detects a suspicious website. When this occurs, you can choose to go back or proceed to the website.

Question 22

How do I turn off the Web Security feature in the Digital Secure app?

Accepted Answer

To learn how to disable Web Security, visit our How to Use Guide for step-by-step instructions. Note: Use caution when turning off Web Security, because you'll no longer be warned of risky websites.

Question 23

How does Digital Secure protect me against malicious websites and phishing attempts?

Accepted Answer

When you browse the internet using your smartphone's browser, Digital Secure can either automatically block or warn you of malicious websites.

Question 24

What is the Digital Secure promotion?

Accepted Answer

For a limited time, new subscribers can get the first month of your Digital Secure subscription for free. You will be automatically billed the applicable monthly charge after the free period ends.

Question 25

How do I get the Digital Secure promotion?

Accepted Answer

To get the promotion, just sign up for Digital Secure. You'll see a $0 charge on your bill for the first month of your subscription.

Question 26

Can I cancel Digital Secure during the promotion?

Accepted Answer

Yes, you can cancel Digital Secure during the promotional period. If you cancel during this time you won't be charged anything on your bill.

Question 27

What happens when my Digital Secure promotion ends?

Accepted Answer

Your Digital Secure subscription will continue at regular pricing. You can cancel at anytime.

Question 28

Does the Digital Secure promotion apply to an entire account?

Accepted Answer

Yes, you can get your first month free on a single line or for your entire account.

Question 29

What is Safe Wi-Fi?

Accepted Answer

Safe Wi-Fi safeguards your public Wi-Fi connection on network-enabled devices using a VPN (Virtual Private Network). Safe Wi-Fi protects your privacy by securing your public Wi-Fi connection anywhere in the world.

Question 30

Can I subscribe to Safe Wi-Fi without subscribing to Digital Secure?

Accepted Answer

Yes, visit our Safe Wi-Fi FAQs for more information on subscribing to Safe Wi-Fi without Digital Secure.

Question 31

Does Safe WiFi work on non-Verizon devices?

Accepted Answer

Safe WiFi features are limited to compatible Verizon devices and will not work with non-Verizon devices.

Question 32

How do I turn on Safe Wi-Fi in the Digital Secure app?

Accepted Answer

To learn how to turn Safe Wi-Fi on, visit our Digital Secure How to Use Guide.

Question 33

Why is Digital Secure not working on my device?

Accepted Answer

Your device may not be supported by Digital Secure. You can check the device eligibility requirements, or you can occasionally check the app store on your device for updates. Note: Devices that run an unauthorized version of the operating system aren't supported.

Question 34

Why can't I connect to my home Wi-Fi?

Accepted Answer

Your home Wi-Fi network may be saved in the blocked networks list, which sets it to always disconnect. You can remove your Wi-Fi network from the blocked networks list and add it to the allowed list in the Manage Wi-Fi networks setting in the Digital Secure app. Get step-by-step instructions in the Manage Wi-Fi Security section of our Digital Secure How to Use Guide.

Question 35

How does Verizon Mobile Protect provide tech support?

Accepted Answer

With Verizon Mobile Protect, you have live, on-demand access to Tech Coach experts, who can help you optimize your device and connect it to virtually anything else. Plus, Tech Coach experts are available from your eligible smart home speaker, making it easy to search the web or message with an expert when you don't have your smartphone on hand. Download the Tech Coach app from the Apple App Store or Google Play Store to learn more.

Question 36

How do I use the Tech Coach app to access Verizon Mobile Protect tech support?

Accepted Answer

Go to our 24/7 Tech Coach expert support FAQs for more information on downloading and using the Tech Coach app.

Question 37

What does the Full Restoration feature do?

Accepted Answer

Full Restoration aids you in efficiently recovering from the effects of identity theft, including access to recovery specialists who can both guide and act on a compromised customer’s behalf.

Question 38

How do I know if I've been a victim of identity theft and should contact a Full Restoration expert?

Accepted Answer

Here are some signs you may be a victim of identity theft, and should contact one of our experts for assistance: You receive bills from accounts you didn't open You see unauthorized charges on your accounts, including credit cards, banks, etc. You receive calls from collection agencies about debts you are unaware of Your credit report has unknown entries You receive credit cards you didn't apply for You get turned down for a loan because of false information on your credit report

Question 39

How do I contact a Full Restoration expert for assistance?

Accepted Answer

If you have become a victim of identity theft, please contact Verizon.

Question 40

How does Verizon Mobile Protect provide digital security and privacy?

Accepted Answer

These Verizon Mobile Protect digital security and privacy benefits are available through the Digital Secure and Call Filter apps: ID theft monitoring Secure Wi-Fi Screening and blocking of robocalls 24/7 access to Security Advisor experts - Experts optimize your digital security and privacy tools and help resolve security vulnerabilities that can impact your personal identity and online privacy.

Question 41

How do I get the Verizon Mobile Protect digital security and privacy apps?

Accepted Answer

Download the apps from the Apple® App Store® or Google Play™ Store: Digital Secure – 24/7 access to Security Advisor experts, ID theft monitoring and secure Wi-Fi Call Filter – Block robocalls

Question 42

What does the unlimited device refresh with Verizon Mobile Protect include?

Accepted Answer

The unlimited device refresh benefit with Verizon Mobile Protect lets you enjoy longer device life. Get deep cleanings and unlimited diagnostics to optimize speed, performance and battery life, as many times as you need it.

Question 43

How long does a device sanitization or deep cleaning take?

Accepted Answer

Any device deep cleaning at a uBreakiFix location will typically take up to 3-4 hours. In some scenarios, your device may have to stay overnight.

Question 44

Where do I go for my device sanitization through Verizon Mobile Protect? Do I need an appointment?

Accepted Answer

You can take advantage of your device deep cleanings at a uBreakiFix location. No appointments are needed.

Question 45

Where do I go to run diagnostics on my device with Verizon Mobile Protect?

Accepted Answer

You can run diagnostics on your device on Asurion’s website at any time. Those diagnostics will help optimize the speed, performance and battery life of your device.

Question 46

Am I eligible for new device same day delivery and setup?

Accepted Answer

New device same-day delivery and setup is available in select locations and for select devices, which are subject to change at any time. Availability of delivery and setup applies only to devices newly purchased on verizon.com. The option is presented at the time of device purchase, and the benefit is contingent on certain criteria, including device purchase time, device availability, customer location, and technician availability. This benefit is offered through Mobile Secure.

Question 47

What is the Extended Warranty replacement fee and how do I know if it applies to me?

Accepted Answer

The Extended Warranty fee is $49. Replacement fee applicability determined at point of claim based on device type for plans that include Verizon Extended Warranty.

Question 48

What does Wi-Fi Security do?

Accepted Answer

Wi-Fi Security will warn you with a pop-up message if you try to connect to an unprotected or unsafe Wi-Fi network. You'll be given information about the suspicious activity, and an option to disconnect from the Wi-Fi network for your safety.

Question 49

Digital Secure warned me that my employer's corporate Wi-Fi network is unsafe. What should I do?

Accepted Answer

Some enterprise Wi-Fi systems use certain security techniques to ensure only authorized users are accessing the corporate Wi-Fi network. While these techniques are commonly used in corporate and business Wi-Fi networks for valid purposes, they can also be used for illicit purposes to capture your personal data over an unsafe Wi-Fi network. If Verizon Digital Secure detects unsafe activity while connected to your corporate Wi-Fi network, we recommend talking to your IT Help Desk or Network Administrator to make sure your company is using the following techniques in securing their Wi-Fi network. ARP Spoofing SSL Split SSL Strip

Question 50

Can I set Wi-Fi networks as trusted networks and block networks that are unsafe?

Accepted Answer

If you try to connect to an unsecure network, you'll be asked to select whether you want to stay connected (add the network to the Allowed Networks list) or remain disconnected (add the network to the Blocked Networks list). Your saved networks will appear as either a blocked network or allowed network under Manage Wi-Fi networks of the Wi-Fi Security settings. You can also edit them as needed. Get step-by-step instructions in the Manage Wi-Fi Security section of our How to Use Digital Secure page.

Question 51

Why did Digital Secure warn me that my home Wi-Fi network is unsafe?

Accepted Answer

This activity could be caused by a content-filtering or parental controls device on your home network. If you are using a device like this on your network, it may trigger an unsafe alert due to the techniques used by the device to intercept your Wi-Fi traffic. If you are using a Mesh Wi-Fi or Wi-Fi extender to improve the signal throughout your residence, you may see multiple alerts for the same Wi-Fi name. This is the result of Verizon Digital Secure verifying each Wi-Fi connection your device makes. When your device connects to another Mesh Wi-Fi node (with the same Wi-Fi name), Verizon Digital Secure will ensure that connection is secure as well.

Question 52

Why might Digital Secure flag my Wi-Fi for being unsafe?

Accepted Answer

Verizon Digital Secure has detected activity on this Wi-Fi network that is potentially unsafe. Someone could be intercepting the personal info you send and receive from the apps and websites you use.

Question 53

What does it mean when Digital Secure warns me of an unprotected Wi-Fi network?

Accepted Answer

Verizon Digital Secure detected that your device is connected to a Wi-Fi network that is either using no security or weak security to protect your personal data during your internet session. Your device and personal data are at risk whenever you connect to an unprotected Wi-Fi network, even when you are not actively using your device.

Question 54

How do I enable Wi-Fi Security within Digital Secure to protect my information?

Accepted Answer

Refer to our How to Use Guide for step-by-step instructions on how to enable Wi-Fi Security.

Question 55

How can I protect myself from Wi-Fi threats using Digital Secure?

Accepted Answer

To protect yourself from an unprotected or unsafe Wi-Fi network, turn on Safe Wi-Fi in the Digital Secure app. If you are already connected to an unsafe Wi-Fi network, disconnect from it and change the passwords for any apps or websites you were using.

Question 56

What does Social Media Monitoring feature do?

Accepted Answer

Social Media Monitoring watches your social media activity and notifies you of privacy or reputation risks with the content being shared or being made available to the site. Facebook, Instagram, LinkedIn, and Twitter are the sites that can be monitored at this time.

Question 57

How soon after risky content is posted am I notified?

Accepted Answer

You receive a notification within 24-48 hours.

Question 58

How does Social Media Monitoring know what information of mine to monitor?

Accepted Answer

After enrolling in identity theft protection you'll be able to sign into your social media accounts from the identity theft portal, allowing CSID to monitor for privacy and reputation risks.

Question 59

What should I do if I receive a Social Media Monitoring Email notification?

Accepted Answer

The email you receive will have a link to the identity theft protection website where you can learn more about your notification. Or, call us to speak to an identity theft protection agent.

Question 60

Does Social Media Monitoring scan my images in addition to the written content posted on my social networks?

Accepted Answer

Social Media Monitoring does not currently scan images, but it does scan the image caption or post that goes along with it.

Question 61

What company does the Social Media Monitoring?

Accepted Answer

We are partnering with CSIdentity (CSID) to help monitor your social media privacy and reputation risk.

Question 62

What does it mean when I receive a Social Media Monitoring Email notification?

Accepted Answer

Your Social Media Monitoring service tracks social media activity. You’ll be sent a notification if a risk to your privacy or reputation is found.

Question 63

Can I add more than one account for a social network?

Accepted Answer

No, only one account per network can be monitored currently.

Question 64

How is Verizon Mobile Protect Multi-Device different from Verizon Mobile Protect?

Accepted Answer

Verizon Mobile Protect Multi-Device provides flexible account coverage to be used across 3 – 10 lines with eligible devices. Verizon Mobile Protect protects devices used on a single enrolled line. Verizon Mobile Protect Multi-Device may be a better option than enrolling in for individual lines because: You can file a claim for an eligible device used on any line on your account (provided that you have an open registration). You don't need to select which lines you want covered until something happens. Once you file a claim on a line, that line is registered on your account. You'll still have 2 more registrations available that you can use for any other eligible device active on another line on your account. Claims and registrations roll off after 12 months, provided that no further claims are filed within that 12-month period. If you register 3 lines for coverage and have other lines on your account that you want to cover, you can add Additional Coverage for up to 7 additional lines, for just $11.40/month per line. Each Additional Coverage gives you 1 more registration and 3 more shared claims. You have a pool of shared claims to use across any registered line (once enrolled in multi-device coverage). If you cover your lines individually, you get 3 claims/line in 12 months, and those claims can only be used for that covered line. With Verizon Mobile Protect Multi-Device, you get 9 pooled claims to use across all 3 registered lines within a 12-month period. If you want to file 9 claims on the same line within that 12-month period, you can. You get technical support, security and privacy, spam call filtering and public Wi-Fi security for all eligible devices used on up to 10 lines on your account. If you sign up individually, you'll have those features for only the enrolled device.

Mobile Secure - expert support for your devices FAQs

About Mobile Secure

What is Mobile Secure?

How much does Mobile Secure cost?

What's the difference between Mobile Secure and Mobile Secure Multi-Device?

Who is eligible for Mobile Secure or Mobile Secure Multi-Device?

How do I enroll in Mobile Secure or Mobile Secure Multi-Device?

What devices are compatible with the apps associated with Mobile Secure?

How do I get the Tech Coach, Digital Secure and Call Filter apps?

Can I use Mobile Secure on my computer?

Additional support

24/7 Tech Coach expert support FAQs

Account security FAQs

Visit Verizon Community

Complete a transaction

My Verizon - Services & Perks

Replace a lost or stolen device

Check for physical damage

Shop

Verizon insurance

Verizon Mobile Protect

Device Protection