Verizon Privacy Dashboard for mobile customers FAQs

If you are a California resident, the California Consumer Privacy Act (CCPA) gives you the right to know what information companies collect about you and the right to access and delete that information within certain limitations. You also have the right to tell companies not to sell personal information about you. Companies may not discriminate against you for invoking these rights.

For more information, please visit the privacy policy.

Because your privacy is important to us, we've created the Verizon Privacy Dashboard so you can request access to your personal information or request the deletion of your personal information at your convenience.

The Verizon Privacy Dashboard is our online portal where you can request access to your personal information or the deletion of your personal information.

As a mobile customer you can sign in to the Verizon Privacy Dashboard to:

• Preview certain categories of my information
• Download a portable copy of my information
• Delete some of my personal information

Current and former Verizon mobile and home internet customers can use the Verizon Privacy Dashboard or call our dedicated privacy toll-free number at (800) 333-3972 to manage their personal information. What if I don't have a Verizon account?

Former Verizon Customers

If you're a former Verizon customer, you can submit a request to view personal information that we have associated with you or your account. However, once you've disconnected service, Verizon can't verify your connection to specific phone lines or the personal information associated with those lines. Because the phone numbers may have changed after you terminated your service with Verizon, we may not be able to provide information about the line(s) you previously had with us.

Multiple Verizon Accounts

If you have multiple Verizon accounts such as mobile Postpaid, mobile Prepaid, Fios, Verizon Cloud, Smart Family or Family Money, you'll need to sign in to each account and make separate requests.

Authorized agents

Visit the Authorized agents section below to learn more.

Yes. Tap or click the Español link in the top right corner of the Verizon Privacy Dashboard to view it in Spanish.

To view your personal information:

1. Sign in to the Verizon Privacy Dashboard. Under the "Your Personal Information" section, you'll see the following categories of information:
   • Account and Identity - Information that allows us to recognize you and your account
   • Network and customer activity - Information you generate when you use or interact with our products and services
   • Third-party insights - Information about you and your activities that we use to personalize your experiences and offers
   • Add-ons - Information from additional products and features included in your account
2. Tap or click on a category to begin viewing your personal information related to that category.
   
   Note: If you don't have a Verizon account, you will not be able to preview your personal information directly in the Verizon Privacy Dashboard. However, you will be able to request a download of your personal information after verifying your identity.

Note: If you're not on an Unlimited data plan, we suggest downloading your information over a secure Wi-Fi network to avoid consuming your available data.

To download your information:

1. Visit the Verizon Privacy Dashboard and sign in.
2. Select Download personal information in the "Information requests" section. You can download up to 12 months worth of your data.
3. For your security we will send an authentication code to the email or mobile telephone number associated with your account. Enter this code when requested to verify your identity.

You'll be given the option to request either a standard download or an advanced download. Why are there two download options?

The main categories of information that can be downloaded are:

• Account and Identity - Information that allows us to recognize you and your account
• Network and customer activity - Information you generate when you use or interact with our products and services
• Third-party insights - Information about you and your activities that we use to personalize your experiences and offers
• Add-ons - Information from additional products and features included in your account

Once you've completed your request, you'll see a confirmation notice on your screen. When your download is ready, you'll receive a text message notification. If you're unable to receive a text message notification, you'll receive an update by email if we have your email address on file.

Opening the file

The download file will be encrypted and password-protected. When your download is ready, a temporary password will be sent to your device. You will need the password to view your file. When the download is ready, it will be available as a JSON, CSV, or XLS (Excel) file. A “JSON” file stands for  “JavaScript Object Notation” file. It is a standard and simplistic format that is used primarily to transmit information between a server and a web application.

Both CSV and XLS are file formats that are used to store tabular based data. The CSV is a delimited text file that uses commas to separate values. XLS is a Microsoft Office file extension which has a proprietary binary format. Both CSV and XLS files can be imported into a spreadsheet in Microsoft Office, OpenOffice, or Google Sheets.

All three formats are easy to use and transfer. Learn how to download JSON files.

It may take approximately 45 days for you to hear from Verizon. We'll notify you when the download is ready. For your protection, your download file will automatically expire after 21 days. Once it expires, you'll need to submit a new request.

Cancelling a request

You can cancel your request at any time as long as the file isn't ready. Once the file is ready, you can only delete it.

To delete your information, visit the Verizon Privacy Dashboard, sign in with your credentials and select Delete your personal information in the "Information requests" section. You can also call our dedicated privacy toll-free number at (800) 333-3972 to request that we delete your personal information. Once you delete your personal information, Verizon will stop collecting the categories of information that you deleted. You cannot recover your information once it's been deleted.

The Account Owner or Account Manager cannot delete information for all lines on the account, but he or she can remove all lines of the account from Verizon’s advertising and insights programs. If you would like to continue to participate in these programs, you can opt back in from the "Control" section of the Verizon Privacy Dashboard.

For those who use other lines on your account, we may have information about them that's not associated with an existing account if they are 18 years or older. If they're an Account Member or a site visitor, they can download and delete personal information that's not associated with your account by continuing as a guest in the Privacy Dashboard. This will require them to provide additional information so we can verify that it is the right person making the request.

Once you've elected to delete your personal information, it will be permanently deleted from our systems and can't be recovered.

If you delete your information, you'll still receive promotions and discount offers from Verizon. Depending on the type of information that's deleted, the discounts and promotions offered to you may be less personalized and not as relevant to your interests.

We will keep information that we need to provide and bill you for services, detect fraud, debug or repair our network or detect security threats, meet legal and regulatory obligations, or for other internal business operational purposes. We also keep financial information related to collections and credit bureaus. For example, we need to retain your account information to bill you and to offer you support.

You can update your privacy settings by signing into the My Verizon portal. After signing in using your credentials, you can change your privacy settings.

Mobile postpaid customers also have the option to update privacy settings by signing into the Verizon Privacy Dashboard and selecting Manage your privacy settings in the "Control" section.

If you're the Account Owner or Account Manager, you can update the privacy choices for all lines on your account. If you're an Account Member, you can update the privacy choices for your own line, but not for other lines on your account.

You can view JSON files on Windows, Mac OS X and Linux with the Firefox browser using the JSONView add-on. For instructions specific to your computer refer to your OS below.

Note: If you're not on an Unlimited data plan, we suggest downloading your information over a secure Wi-Fi network to avoid consuming your available data.

Windows

1. Unzip the file using a third-party software such as WinZip. This software is available for free from several sources. Please make sure that you download from a reputable and safe website. Once the file is unzipped, please make sure that the file is kept secure and is not shared with anyone.
2. Open the JSON files with a text editor like Notepad, WordPad or Altova XMLSpy to view the contents.
3. Right-click on the file and then choose Open With from the drop-down menu.
4. Click on Notepad (or other text editor) in the submenu. If your text editor is not listed, click Browse to find it.

Mac OS X

Open the JSON files using Apple TextEdit or other compatible text editor which will allow you to view the contents. You can also use Bare Bones TextWrangler which is a text and HTML editor designed for Mac PCs or MacVim designed for Mac OS X.

Linux

Open and view JSON files with Vim for Linux, which is a highly configurable text editor, or you can use another editor such as Pico or GNU Emacs.

There are two download options available when you request your data from Verizon: Standard and Advanced. For your privacy and security, highly sensitive information, such as your credit card information, Social Security number and passwords, will not be displayed in any download file.

• Standard download (recommended): A standard download includes the personal information that Verizon has about you, but for safety and security, this download will not include more sensitive personal information. You can make up to 10 standard download requests in a 12-month period.
• Advanced download: An advanced download includes everything in your standard download plus more sensitive information. For security reasons, it may take longer for Verizon to process an advanced download, and you’ll have to submit a consent form acknowledging that you understand the risk. You can submit the consent form through the Verizon Privacy Dashboard after you verify your identity and make your request for an advanced download. You can make up to 2 Advanced download requests in a 12-month period.

For your security, some of the information displayed on the Verizon Privacy Dashboard will be masked. Some masked information will be displayed if you download a copy of your personal information. However, highly sensitive information, such as your credit card information, Social Security number, and passwords, will not be displayed in either the Dashboard or a download file.

Guest users who don't have an account with Verizon will not be able to preview their personal information directly in the Verizon Privacy Dashboard. However, they will be able to request a download of their personal information after verifying their identity.

Verizon does not discriminate against consumers who exercise their rights. You can submit a request, free of charge, through the Verizon Privacy Dashboard or by calling our Toll Free Number at (800) 333-3972.

However, your experience may be impacted if you change your privacy settings or delete certain information. For example, you may not receive certain targeted marketing promotions, and you may receive less personalized content. To learn more, visit the Verizon Privacy Dashboard.

The CCPA gives California consumers the right to say no to the sale of personal information. Verizon does not sell information that personally identifies our customers or other consumers such as name, telephone number or email address. We may share that type of information with directory publishers and for caller ID purposes, and as otherwise described in our Privacy Policy. We also allow third-party advertising companies to collect information about your activity on our websites and in our apps, for example through cookies and similar technologies, mobile ad identifiers, pixels, web beacons and social network plugins. These ad entities use information they collect to help us provide more relevant Verizon advertisements and other advertising purposes. This activity may be considered a sale under the CCPA.

Visit our Do not sell my personal information page for information about your choices regarding cookies and other technology, as well as additional privacy choices offered by Verizon.

No, you cannot change any of the values within the download file, you may only request to have this information deleted. However, information specifically related to your account can be edited by accessing your profile settings within the account tab featured on the My Verizon portal (e.g., home address, password, and billing information).

Verizon stores limited biometric information which we do not disclose to protect your security because this information is generally used to identify customers or as a password that allows customers to access their account.

Your bill includes calls that reach a full connection and are billed. Your download file may include calls that did not reach a full connection, such as calls that were placed but not answered, and calls that are not billed, such as calls to toll-free numbers and 911.

We rely on information about your interests that we get from third party data providers to help us develop new products and services of interest to you, to personalize the content and offers you receive from us, and to customize your Verizon experience.

When you delete it, we permanently delete and stop collecting this information. You'll continue to see advertising content from us, but it may feel less personalized or relevant to you.

Account Owners and Account Managers are only able to request file downloads for their individual mobile number and any devices on their account that aren’t capable of receiving a text message. Account Owners and Account Managers can access certain information about all of the lines on their account by logging in to My Verizon online and the My Verizon App. For example, the information available includes the phone numbers and devices on the account, call histories, and data usage.

You must have an active Verizon mobile phone number to receive text messages and you must have a registered email address older than 30 days.

Yes, you can still make a request for your personal information from Verizon. We will respond to your request with information that we have collected about you or your account. Our Authorized Retailers are not directly owned by Verizon, and may have independently collected personal information from you that Verizon did not collect, and does not receive. If you have questions regarding any personal information not included in your download that may have been collected by these Authorized Retailers, please contact them directly.

As a former customer, you can submit a request to view personal information that Verizon may still have in our records. However, once you've disconnected service, Verizon can't verify your connection to specific phone lines or the personal information associated with those lines. Because the phone numbers may have changed after you terminated your service with Verizon, we may not be able to provide information about the line(s) you previously had with us.

We require certain information about you, including your Social Security number, name, address, and birthdate. We also require an email address for notifications, and to reconfirm it's you when you return. We then need documentation that shows your identity to verify that you have the authority to make a request. Currently, acceptable forms of documentation include a driver’s license or a state ID.

To identify who you are if you request information as a guest, we need basic information about you, including your name and address. We also require an email address for notifications, and to reconfirm it's you when you return. We then need documentation that shows your identity to verify that you have the authority to make a request. Currently, acceptable forms of documentation include a driver's license or a state ID. All documentation needs to be submitted via the Verizon Privacy Dashboard using a laptop/desktop computer only by accessing the Dashboard as a guest. Mobile versions of this process are not yet supported.

Any customer with an active account may submit a request through the Privacy Toll-Free Number after successful authentication. Depending on your account role, the steps to authenticate will vary.

As an Account Owner:

You must complete two methods of authentication (Account PIN and a one-time PIN to your mobile number) to validate your identity and to continue with your request.

Note: If you’re an Account Owner and forgot your Account PIN, you’ll be asked to reset your Account PIN in My Verizon.

Learn more about Verizon mobile Account PINs.

As an Account Member:

You must validate your identity by providing us back a one-time PIN which will be sent to your mobile number or your email address on file.

Note: If you're unable to get a text message notification, you'll get an update by email if we have your email address on file. If your request cannot be completed through the Privacy Toll-Free Number, you can go to the Verizon Privacy   Dashboard to submit your request.

If you made a request via our dedicated privacy toll-free number: (800) 333-3972, you'll be notified either by text or email when your request is ready. You can also check the status of your request in the Request History section of the Verizon Privacy Dashboard.

If you made a request via our dedicated privacy toll-free number: (800) 333-3972, you'll be notified either by text or email when your request is ready. You can also check the status of your request in the Request History section of the Verizon Privacy Dashboard.

For your protection, your download file will automatically expire after 21 days. You can check on your previous requests under the Request History section of the Verizon Privacy Dashboard.

The download file will require a third party software to open. We recommend 7zip or Winzip for Windows users or Keka for Mac users. You should also try clearing your internet cache, temporary files, and cookies, located under the history section of your browser. Once you've done this, please try to download again.

How do I view the JSON file I downloaded from VPD?

We will keep information that we need to provide and bill you for services, detect fraud, debug or repair our network or detect security threats, meet legal and regulatory obligations, or for other internal business operational purposes. We also keep financial information related to collections and credit bureaus.

Verizon was unable to verify your identity based on your ID. It's possible that the name and address on the document didn't match the details filled out online, the quality of the image provided was poor, or the document wasn't verified as legitimate. Please try again if you believe this is an error.

Sometimes documents aren't accepted due to image capture issues, which can happen when using the web portal to submit your documents instead of using the app. The app will guide you to capture a clear image of the document to verify your identity. Please make sure the image fits within all four corners of the screen where indicated.

You can check the status of your request by logging into the Verizon Privacy Dashboard.

If you haven't been notified after 45 days, please submit a privacy inquiry form.

Yes, the password to access your download file may be resent as long as it is within 21 days since the time your file became available for download. If 21 days have already passed, the file has expired and you will no longer have the ability to download the file or receive the password associated with the file.

To request a new password during the period mentioned above, log in to the Verizon Privacy Dashboard and click on the “Request history” language located under the "Information requests" section of the Dashboard. Select the appropriate download request, and click Resend password, found beneath the status column.

If you received a notification about a download of your personal information, then we received a request through either the Verizon Privacy Dashboard or (800) 333-3972 by a requester who successfully passed security verification

If no one on your account initiated this request, it may have been submitted fraudulently and we advise the following actions to secure your account:

• If you suspect fraudulent activity, please review the information on https://www.verizon.com/fraud/ or contact our Fraud Protection Team at (877) 462-5825.
• For additional precautions, we recommend that you:
  • Reset your Verizon Account PIN.
  • Reset passwords on all your Verizon online accounts as well as non-Verizon accounts, particularly from financial institutions.
  • Review your Verizon Account to ensure no unauthorized purchases or changes have been made to your account.

If fraudulent activity is suspected, you can submit a claim to our Customer Protection Team at https://www.verizon.com/fraud/.