Safe Wi-Fi FAQs

Safe Wi-Fi is a downloadable app that safeguards your connection on network-enabled devices using a VPN (Virtual Private Network). Safe Wi-Fi protects your privacy and blocks ad tracking, creating a secure Wi-Fi connection anywhere in the world.

Follow these steps to enable Safe Wi-Fi on your device if you're currently subscribed.

To turn on Safe Wi-Fi (VPN):

1. Open the Safe Wi-Fi app on your device.
2. Check that you're connected to a Wi-Fi network.
3. Check your connection status. If VPN is off, tap the red Wi-Fi icon under VPN Status.

Trusted Networks are networks you know are secure. A Trusted Network can be your home or work Wi-Fi network. Safe Wi-Fi will not secure traffic on a Trusted Network automatically, but you could manually enable it when needed.

To add a Wi-Fi network to the Trusted Network list:

1. Open the Safe Wi-Fi app on your device.
2. Tap the Settings Menu in the top right corner.
3. Tap Settings.
4. Tap Add trusted network.
   
   Note: A list of Wi-Fi networks in your area will appear.
5. Select the Wi-Fi network you'd like to add.

You've successfully added a Trusted Network.

This message appears before a VPN configuration can be installed on an Android phone. Safe Wi-Fi does not monitor your internet browsing activity.

This message appears before a VPN configuration can be installed on an Apple device. Safe Wi-Fi does not monitor or filter your internet browsing activity.

To uninstall the Safe Wi-Fi app:

Android

1. Tap Settings.
2. Tap Applications or Application Manager.
3. Tap Safe Wi-Fi.
4. Tap Uninstall.

iOS

1. Press and hold down the Safe Wi-Fi icon until the icons jiggle.
2. Tap the X on the Safe Wi-Fi icon.
3. Confirm the Delete instruction by tapping Delete.

You've successfully uninstalled the Safe Wi-Fi app.

Note: Deleting the app doesn't prevent monthly recurring charges for the associated features.

Your subscription will automatically renew each month unless you cancel it. You can cancel your Safe Wi-Fi subscription anytime in My Verizon.

To unsubscribe from Safe Wi-Fi:

1. Sign in to the Add-ons and apps page in My Verizon.
2. Tap or click Safe Wi-Fi.
3. Select or tap Remove.

You've successfully unsubscribed from Safe Wi-Fi.

View Safe Wi-Fi's Terms and Conditions.

Our VPN uses highly advanced security and 128-bit AES encryption technology to ensure your data is protected. Safe Wi-Fi never tracks, logs, or stores any of your personal information. 

The servers, powered by McAfee® are located at sites inside and outside the US.

If the app can't create a VPN connection, make sure:

• You're connected to the internet using Wi-Fi
• You have the latest version of Safe Wi-Fi installed
• Your device isn't rooted (jailbroken)
• A firewall app or other VPN app isn't interfering

If you're still having trouble, try the following:

• Turn Airplane mode off
  
  • On your device, turn Safe Wi-Fi on.
  • Turn Airplane Mode off in your device Settings.
• Reinstall the Safe Wi-Fi profile
  
  • Tap Reinstall profile in the Settings menu.
  • Follow the onscreen instructions to reinstall the profile.
• Connect to another Wi-Fi network

If you're still having trouble, try connecting to a different type of Wi-Fi network.

Some apps like Netflix®, Hulu™, Kodi® and Paypal® may not work over secure VPN connections like Safe Wi-Fi. Turn off Safe Wi-Fi protection when you want to use these types of services. 

If you can't access a regular website or app, make sure:

• Your account is active
• Protection is turned on in the app, and there's a VPN icon in your device's top status bar

If you're still having problems, try the following:

• Clear your browser's cookies and cache
• Turn Device Location Services off:
  • Tap Privacy/Location Services in your device settings.
  • Turn off Location Services for your browser or the app you're using.

Try turning Safe Wi-Fi (VPN) protection off and back on. The app will search for a new and faster server. Wait a few seconds before trying to access the site.

If that doesn't work, try reinstalling your Safe Wi-Fi profile.

To reinstall the Safe Wi-Fi profile:

1. Open the Safe Wi-Fi app on your device.
2. Tap Reinstall profile in the Settings menu and follow the instructions.

You've successfully reinstalled your profile.

• If you see an error that says you're connected to a network that requires authorization, make sure:
  • You're connected to the internet
  • You've installed the latest version of Safe Wi-Fi
  • Your device isn't rooted (jailbroken)
  • A firewall app or other VPN app isn't interfering
• Sign in to the network:
  • Open a website in your browser.
  • Sign in if you're redirected to a sign-in page for the network or in your device's Settings.
  • Go to Wi-Fi and find the network you're connected to.
  • Look for a way to sign in.

If you're still having trouble, try the following:

iOS

• Turn Airplane mode on and off:
  • Turn Safe Wi-Fi on.
  • Turn Airplane Mode on your device on and off.

• Reinstall the Safe Wi-Fi profile:
  • Tap Reinstall profile in the Settings menu and follow the instructions.

• Connect to another network type:
  
  If you're still having trouble, try connecting to a different type of network.

Android

• Change the Android settings on your device:
  • Go to Settings > Wi-Fi > Advanced and turn off Avoid poor connection in your device Settings, if your device has this option.
  • Press and hold down on the Safe Wi-Fi icon > App Info > Storage > Clear Data.
  • Go to Settings > Wi-Fi and turn off Smart network switch, if your device has this option.

• Try connecting to the network again in the app.
• Open the Safe Wi-Fi app and enable VPN protection.
• If that doesn't work, turn your device on and off, and try opening Safe Wi-Fi and enabling VPN protection again.

When VPN service is enabled on a device, sites and servers will see the VPN IP address rather than the Wi-Fi router/access point IP address. As a result, when VPN service is enabled, the device cannot discover or connect to applications/devices that are dependent upon the Wi-Fi IP address. For example, Chromecast™ and Roku®.