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 antivirus and anti-malware service.

Digital Secure scans your Android device and minimizes your risk of downloading malicious and infected apps.

Digital Secure helps protect your device from:

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

Digital Secure also blocks access to suspicious sites when using your device's default web browser.

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 scans 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:

• Proceeds with antivirus and system scans continue as scheduled, even when your device is powered on, but offline.
• Validates if you have the latest system software updates and if your system is at risk.
  • Scans the file system on your Android device, Windows/Mac devices. This includes messages, pictures, installed apps and compressed files.

If you suspect your device is infected, you can run a manual scan.

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 device to verify the operating system is updated to the latest version available. This ensures any vulnerabilities identified from the operating system are addressed for your device. The system scan also verifies if your device is rooted which means restrictions were removed that could leave your device vulnerable.

Good to know: System scan is available with both the basic and premium Digital Secure subscriptions.

Wi-Fi Scan will alert you if you are on an unsecure Wi-Fi network when it detects weak encryption or is not password protected so you can disconnect immediately or use Secure VPN.

Good to know: Wi-Fi Scan is available with both the Basic Premium Digital Secure subscription.

Visit our How to Use Guide 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 the Digital Secure App - Perform a Wi-Fi Scan article for detailed steps.

An unprotected Wi-Fi network puts 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. 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

To protect yourself from an unprotected or unsafe Wi-Fi network, turn on Secure VPN 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.

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 Digital Secure How to Use Guide.

To learn how to set up Secure VPN, visit our Digital Secure How to Use Guide.

To learn how to install Secure VPN on a Windows laptop or desktop computer, visit our Digital Secure How to Use Guide.

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:

• Is designed to automatically protect you from scams, leaking your personal information and malicious activity on websites you visit while searching the internet on your Android mobile device. While using the device's default web browser, a warning message will appear on your screen.
• 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 the Digital Secure App - Set Up Safe Browsing article. This article provides steps for turning Safe Browsing on, but it can also be toggled off.

Identity Protection includes the following features:

• Identity Protection offers 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.
• If your information is discovered, we will alert you that it may be shared online.
• This service does not cover credit or financial monitoring.

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

Identity Protection 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 Identity Theft Protection, enter the personal info you want monitored into the app. Identity Protection will then scour the dark web and other forums to monitor whether the information you entered is potentially vulnerable from data breaches on websites to dark web marketplaces.

Your Identity Protection 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 our surveillance technology has 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:

• Changing your password for any account that was breached.
• Changing the password anywhere else you used it.
• Contacting 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 Identity Theft Protection website linked to your email notification. Or, contact us to reach an identity theft protection agent.

Identity Protection 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 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 Soniq, a TransUnion company, that will assist you if you have an Identity Theft incident. The service provides a dedicated specialist who will assist you with identity restoration and help complete necessary paperwork, make calls on your behalf, and do the heavy lifting to make sure your identity is restored.

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 for an initial consultation.
   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 EST and Saturday-Sunday 9 AM - 7 PM EST.

Learn more about how to use the Digital Secure app to manage Identity Restoration.

Identity Recovery 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, credit cards, bank cards, medical cards and other types of content. 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 Digital Secure 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

You can contact a Security Advisor by chat or phone:

• Chat in the Digital Secure app: Security Advisor experts are available 24/7 by chat.
• Chat in My Verizon: Open chat support in the My Verizon website or app. Search "I want to chat with a Security Advisor" to start a chat.
• Call *611 from your Verizon mobile phone: When prompted, say "I want to speak to a Security Advisor."

In addition to being able to speak to a Security Advisor expert directly, you can access an ever-growing library of security content in the Digital Secure app. Resources are constantly being added and will help you stay up-to-date on the latest security issues, as well as preventative and corrective recommendations for staying safer online.

Digital Secure provides articles and tips to help you protect your data. Open the Digital Secure app and tap Security Advisor to start a chat. Or you can access the Security Center for helpful articles, videos and more.

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.

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 Digital Secure, exit the app and open it again.

Good to know: You can upgrade your subscription in the Digital Secure app or through your account.

You can run a manual scan to see the warning again. If you ignore a virus warning, Digital Secure automatically reminds you to deal with the threat the next time you restart or when a scheduled system scan is performed.

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 the Digital Secure app 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.

Visit our How to Use Digital Secure Guide to learn how to create a customized scan schedule.

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 Digital Secure app.

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