Digital Secure FAQs - Security, Privacy & Fraud Protection

General Info

1. What is Digital Secure?

Digital Secure is an all-in-one suite of privacy and security tools for your mobile devices and home computers. Safeguard your internet connection and personal data with anti-virus, anti-malware and identity theft protection. App download is required. Features include:

Security and Privacy

• Antivirus and anti-malware*: Protects against Internet threats by scanning your device for malware and viruses.
• App Privacy*: Helps secure your privacy by analyzing, rating, and showing how installed apps make use of your personal information.
• Web Security: Avoids risky websites and helps prevent dangerous downloads.
• Wi-Fi Security: Protects from network threats and warns you when you connect to an unsafe or unprotected network.
• System Check: Checks your device to see if the OS is up to date, and notifies you if it's been rooted.

Safe Wi-Fi

• VPN: Provides a secure connection over Wi-Fi to keep personal data and online activities private.

Identity Theft Protection

• Cyber Monitoring: Searches internet properties and the Dark Web and notifies you if personal information is being shared online, including:
  • Social Security Number
  • Email addresses
  • Phone numbers
  • Credit/debit cards
  • Bank accounts
  • Driver’s license
  • Passport Retail / membership cards
  • Medical IDs
  • International Bank Account (IBAN)
• Lost Wallet Protection: Offers step-by-step guidance from dedicated agents to help cancel and re-issue your wallet contents – from credit cards & IDs to concert tickets.
• Identity Recovery: Identity recovery support from recovery specialists who can both guide you and even act on your behalf.

*Not compatible with Apple iOS devices.

2. How do I get the Digital Secure features on my home computer?

To use Digital Secure on your home computer, follow our instructions to install Digital Secure on other devices.

3. How do I subscribe to Digital Secure?

When you enroll in Verizon Protect Home you will be automatically subscribed to Digital Secure.

4. How do I get the Digital Secure app?

Digital Secure is included on most Android devices (except Pixel™, a phone by Google).

Learn how to download the app if it's not included on your device.

5. How do I use Digital Secure?

To learn how to use Digital Secure, visit our How to Use Digital Secure page for more information.

6. How can I request access to the personal information that I’ve shared with Digital Secure or that Digital Secure has collected from or about me?

If you subscribed to Digital Secure through your Verizon mobile account, you can request access to your personal information by visiting our Verizon Privacy Dashboard at https://www.verizon.com/privacy/your-data.    

All other Digital Secure subscribers can request access to their personal information by sending an email to digitalsecureccpa@verizonwireless.com. The subject line should be "Digital Secure Request for Personal Information". You must include the email address and phone number that you use with Digital Secure. Please allow up to 45 days to hear from us. We’ll notify you when your downloadable report is ready.

For all Digital Secure subscribers, find out how you can access your personal information regarding your Digital Secure Identity Theft Protection service. 

7. How can I access my personal information regarding my Digital Secure Identity Theft Protection service?

Digital Secure Identity Theft Protection (IDTP) service is provided by Experian. You can request access to personal information related to the IDTP service by visiting www.experian.com/ccpa.  You will be asked a series of questions so that Experian can verify who you are.  Please note that Experian will provide you with personal information that Experian has about you, and may not be solely related to your Digital Secure IDTP service. 

8. How do I unsubscribe from Digital Secure?

To unsubscribe from Digital Secure call 1.800.Verizon.

9. Where can I find the Terms & Conditions for Digital Secure?

You can read the Digital Secure Terms & Conditions online.

Operating System Compatibility

1. What devices are compatible with Digital Secure?

Android (4.4+) and iOS (11+) devices can be used with Digital Secure.

Additionally, Mac computers (OS X 10.12+) and PCs (Windows 10, Windows 8 and 8.1, and Windows 7 SP1 32-bit and 64-bit) can be used with Digital Secure

2. What features are compatible with Android and iOS operating systems?

3. What features are compatible with Mac and Windows computers?

Security and Privacy Features: App Privacy

 1. What is App Privacy?

App Privacy tells you which apps on your device have access to personal information, like your contacts and location. You can then choose to either trust or remove any such app from your mobile device.

2. How does App Privacy work? What can it tell me about an app on my mobile device?

When you launch App Privacy with Digital Secure, it will scan your 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 data exposure rating for each app and reports exposure level detail. Generally, apps with universal access to sensitive information, plus the ability to transmit it, receive the highest data exposure rating.

3. Why are some apps trusted by App Privacy before I review them?

App Privacy automatically trusts apps that:

• Don't access your personal information
• Are part of the Android operating system

4. Does an app trusted by App Privacy need to be reviewed again after I update it?

If you update a trusted app and it has access to your personal information, App Privacy will ask you to review it.

5. How can I check the rating App Privacy has given the apps on my device?

For more information on how to use App Privacy, visit our Digital Secure How to Use Guide.

Security and Privacy Features: Web

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

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.

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

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

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

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

Security and Privacy Features: Wi-Fi

 1. What does Wi-Fi Security do?

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.

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

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

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

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.

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

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.

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

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.

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

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.

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

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

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

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.

Safe Wi-Fi

 1. What is Safe Wi-Fi?

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.

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

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

3. Does Safe WiFi work on non-Verizon devices?

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

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

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

Identity Theft Protection: Cyber Monitoring

 1. What does Cyber Monitoring feature do?

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)

2. How do I enroll in Cyber Monitoring?

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

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

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

4. What company is responsible for Cyber Monitoring?

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

5. What time range does my initial Cyber Monitoring report cover?

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.

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

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.

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

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.

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

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.

Identity Theft Protection: Social Media Monitoring

 1. What does Social Media Monitoring feature do?

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.

2. What company does the Social Media Monitoring?

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

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

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.

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

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

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

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.

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

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

7. How soon after risky content is posted am I notified?

You receive a notification within 24-48 hours.

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

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

Identity Theft Protection: Lost Wallet

 1. What does the Lost Wallet feature do?

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

2. Who do I contact for Lost Wallet assistance?

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

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

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.

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

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.

Identity Theft Protection: Full Restoration Support

 1. What does the Full Restoration feature do?

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.

2. How do I contact a Full Restoration expert for assistance?

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

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

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

Digital Secure Promotion

 1. What is the Digital Secure promotion?

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.

2. Does the Digital Secure promotion apply to an entire account?

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

3. How do I get the Digital Secure promotion?

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.

4. Can I cancel Digital Secure during the promotion?

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.

5. What happens when my Digital Secure promotion ends?

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

Troubleshooting

 1. Why is Digital Secure not working on my device?

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.

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

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.