Digital Secure FAQs - Security, Privacy & Fraud Protection

• If you have a basic Digital Secure subscription, your Android device is protected.
• If you have a premium Digital Secure subscription, your Android device, Windows and Mac devices are protected.

Good to know: iOS devices are not compatible with Digital Secure Malware and Scan.

Digital Secure scans Android devices and minimizes risk of downloading malicious and infected apps, helping to protect you from:

• Viruses
• Worms
• Spyware
• Keyloggers
• Bots
• Other potentially unwanted programs

Digital Secure also blocks access to suspicious sites when using your the Chrome™ or Safari® web browsers.

The basic Digital Secure subscription:

• Checks your Android device in real-time.
• Scans your device instantly when you install an app, receive a text message, multimedia message, email or access a file.
  • Digital Secure also can scan your device daily or weekly.
  • Scans the file system on your device. This includes messages, pictures, installed apps and compressed files.
• Inspects content on your SD memory card upon installation.

The premium Digital Secure subscription includes the basic subscription benefits, plus:

• Digital Secure desktop client (Windows / Mac) which protects your device by running malware scans in real-time and on a scheduled basis.
• If you suspect your device is infected visit Digital Secure - Perform an Antivirus Scan (Android) for detailed instructions.

If Digital Secure 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

Digital Secure scans your iOS device to check for the latest operating system updates and security patches from Apple.

Visit Digital Secure (Apple) - Perform Scan Device to review detailed steps for performing a device scan.

Good to know: Device scan is available with both the basic and premium Digital Secure subscriptions for iOS devices.

Wi-Fi Scan will alert you if you are on an unsecure Wi-Fi network so you can disconnect immediately or use Secure VPN. Unsecured Wi-Fi networks use weak encryption and are often not password protected.

Good to know: Wi-Fi Scan is available with both the basic and premium Digital Secure subscription.

Visit Digital Secure - Perform a Wi-FI Scan to learn how to enable Wi-Fi Scan.

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 trusted Wi-Fi list) or remain disconnected and stay protected.

Your saved Wi-Fi networks will appear in trusted Wi-Fi of the Wi-Fi Scan settings. You can also edit them as needed.

Visit Digital Secure - Perform a Wi-Fi Scan for detailed steps.

An unprotected Wi-Fi network can put your device and personal data at risk, even when you are not actively using your device.

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.

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.

Some enterprise Wi-Fi systems use certain security techniques to ensure only authorized users are accessing the corporate 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.

Secure VPN safeguards your public Wi-Fi connection such as airports, hotels and coffee shops on network-enabled devices using a VPN (Virtual Private Network). Using a VPN helps in protecting your personal information when browsing or making purchases on an unsecure network.

Good to know: Secure VPN is available only if you have the premium Digital Secure subscription.

To learn how to turn Secure VPN on, visit our Set Up a Virtual Private Network help topic.

To learn how to set up Secure VPN to always connect, visit our Digital Secure - Set Up a Virtual Private Network.

To learn how to install Secure VPN on a Windows laptop or desktop computer, visit Digital Secure - Set up a Virtual Private Network.

Secure VPN uses AES 256-bit encryption to keep your browsing information private – encryption strong enough to even safeguard banks.

Basic Digital Safe Safe Browsing:

• Automatically protects you from scams, leaking your personal information and malicious activity on websites you visit while searching the internet on your Android mobile device.
• Detects suspicious websites. When this occurs, you can choose to go back or proceed to the website.

Good to know: Premium Digital Secure Safe Browsing provides the same benefits as the basic subscription plus protection on your Windows or Mac devices.

When you browse the internet using your smartphone's browser, Safe Browsing can either automatically identify and block malicious websites or warn you.

Visit Digital Secure - Set Up Safe Browsing for steps to turn Safe Browsing on, or off.

Dark Web Monitoring includes the following features:

• Continuous dark web monitoring of your personal information across the internet and dark web forums.
• It searches both internet and dark web sites for the information you’ve provided.
• Alerts - If your information is discovered.
• This service does not cover credit or financial monitoring.

Good to know: Dark Web Monitoring is available only if you have the premium Digital Secure subscription.

Dark Web Monitoring searches websites, blogs, bulletin boards, peer-to-peer sharing networks, and Internet Relay Chat (IRC) channels.

For each user, Digital Secure monitors up to:

• 10 Email addresses
• 1 Social Security Number
• 10 Phone numbers
• 10 Credit/debit cards
• 10 Bank accounts
• 2 Drivers licenses
• 2 Passports
• 2 Health IDs
• 1 Birthdate

After you enroll in Dark Web Monitoring:

• Enter the personal info you want monitored into the Verizon Protect app in your app store or device.
• Dark Web Monitoring will scour dark web marketplaces and other forums to monitor the information you entered.

You’ll receive a notification if the information you entered was breached online.

The Dark Web Monitoring service tracks internet activity for signs that the personal info you have asked us to monitor is being traded or sold online. This email notification means that we discovered information on the internet that is a match to your monitored identity elements.

Even if we find just part of your personal info, all of it may have been compromised. If this happens,we recommend that you:

• Change your password for any breached account.
• Change that password anywhere else you used it.
• Contact the appropriate institution(s) for which you used that password to update your personal information and secure your account.

Important: It is your responsibility to review the alerts and take any recommended actions.

To learn more, visit the Dark Web Monitoring page within the Verizon Protect app.

Dark Web Monitoring helps reduce your risk of identity theft by alerting you to compromised personal info. You can also have your email address monitored for dark web breaches. No Dark Web Monitoring or identity protection tool can prevent identity theft completely. If your info's been compromised, there's no way to wipe it from the dark web.

Identity Restoration is a service provided by Sontiq, a TransUnion company, which will assist you if you suspect you or a member of your family have been subject to Identity Theft.

This service provides a dedicated specialist who will assist you with:

• Completing necessary paperwork for Identity restoration.
• Making calls on your behalf.

Good to know: Identity Restoration is available only if you have the premium Digital Secure subscription.

The Identity Restoration service is available for any family member in the household of someone with a premium subscription of Digital Secure. This includes parents, siblings and the children of the primary account holder.

If you suspect your identity has been stolen you can:

1. Call Customer Service at 800-922-0204 and ask for Digital Secure Identity Restoration.
   1. All time zones are local (PT for customers in HI/AK)
   2. 8 AM - 7 PM (Mon-Sat)
   3. 8 AM - 5 PM (Sun)
2. Answer a few questions about yourself and provide details of the potential compromised identity activity. We can help determine if escalation is needed.
3. If yes, you'll receive a call from a licensed identity restoration specialist for clarification, and who will be assigned to you for the duration of your identity theft recovery.
4. This takes approximately 2 business hours of the same or next business day.
5. The identity restoration specialists business hours are Monday-Friday 8 AM - 8 PM ET and Saturday-Sunday 9 AM - 7 PM ET.

Visit Digital Secure - Identity Restoration for detailed information about Identity Restoration.

Identity Restoration includes a certified identity theft restoration specialist that will provide white-glove identity restoration over the duration of your case. In the US, these experts can also use limited power of attorney to help directly take actions needed to fix identity and credit issues.

Lost Wallet Protection helps you cancel and reorder your lost or stolen IDs, including credit, bank and medical cards. Dedicated agents will assist by participating in three-way calls with your bank or creditor to cancel and re-issue your lost cards.

Good to know: Identity Restoration is available only if you have the premium Digital Secure subscription.

Security Advisor provides 24/7 expert support to help you proactively secure your information and resolve security vulnerabilities to help protect you against online threats. Use Chat in the Verizon Protect app to reach Security Advisor experts.

Good to know: Security Advisor is available only if you have the premium Digital Secure subscription.

Security Advisors are trained experts on a wide range of security and privacy topics to help you enhance your online security.

Advisors can help you prevent and resolve security issues, including helping with:

• Creating more secure passwords
• Improving your social media privacy
• Taking action after a data breach

Chat in the Digital Secure or Verizon Protect app:

1. Open the Verizon Protect app.
2. Tap the Services option on the bottom menu.
3. Scroll to Security Advisor. Tap to open.
4. Start your chat.
   1. Security Advisor experts are available 24/7 by chat.

You can also call *611 from your Verizon mobile phone and say "I want to speak to a Security Advisor", when prompted.

In addition to being able to speak to a Security Advisor expert directly, you can access an ever-growing library of security content  within the Security Center in the Verizon Protect app.

The Security Center is found within the Verizon Protect app, under the More tab.

Security Center offers a range of resources to help you stay informed and secure in the evolving internet security landscape:

• A self-serve portal with current articles, tips, and videos for device security.
• Guides with instructions for securing your devices, passwords and more.
• Up-to-date information on the latest scams and hacks, along with remedies and protection tips to keep you safe.

Good to know: The Security Center is available only if you have the premium Digital Secure subscription.

Visit our How to use the Verizon Protect app for your online privacy & security support page for detailed support for Digital Secure features.

To keep you fully protected, some of our features run in the background of your device but with minimal battery usage. However, the first scan we run is thorough and may require extra battery consumption.

Certain features are only available for Digital Secure premium subscribers.

Here’s what you can do:

• Make sure you have the latest app version by checking for app updates in your app store.
• If you have the latest version of Verizon Protect, exit the app and re-open it.  

Visit How to use the Verizon Protect app for detailed steps for managing your Digital Secure subscription.

Yes, Digital Secure updates the virus definition file on your device automatically and frequently to ensure it's checking for the latest known threats. When the virus definition file is updated, you'll see a message stating Auto update complete, new virus definition is: x.x.x_xx.xxx.xxx

You can set Digital Secure to update at intervals that are convenient for you from within the app's Settings.

There could be a few reasons your scheduled virus scan didn't run:

• Your device needs to have at least a 30% charge, or be plugged into a charge.
• It's been less than 24 hours since your last scan, manual or automatic.
• Your phone was in use at the time of the scheduled automatic scan. The scan will run when your device has not been used for 10 minutes or more.

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.

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 Verizon Protect app.

Visit the Digital Secure - Perform a Manage Wi-Fi Scan for detailed steps.

Visit our How to use the Verizon Protect app for your online privacy & security support page for detailed support for Digital Secure features.