Can't start VZ protection nor download it?
sean_k
Enthusiast - Level 3

I'm on galaxy s4

I was trying to start the VZ protection app, but it says my account is suspended, and says I should go to verizonwiress.com/mobilesecurity.

So I try it and click on add button for free basic version. Then it sends a text saying download the file so I click it it takes me to my app window for VZ protection and when I open it. it says my account is suspended again. Whats going on here? 

Someone shed some light on this This is my very first smartphone and I'm literally a fish out of water.

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Re: Can't start VZ protection nor download it?
Ann154
Community Leader
Community Leader

I noticed that you mention using it in I have DOA phone and need to exchange it. Help me as a prepaid phone. There might be an issue with using the app on a prepaid device.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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Re: Can't start VZ protection nor download it?
sean_k
Enthusiast - Level 3

So if we have a prepaid plan we don't get to protect our phones? That's insane

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Re: Can't start VZ protection nor download it?
tbo27
Master - Level 2

try the device manager app from Google

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Re: Can't start VZ protection nor download it?
vzw_customer_support
Customer Service Rep

sean_k, we want to help you protect your wireless device. We do offer Total Equipment Coverage http://vz.to/Prh6pa This feature must be added within 14 days from the date of your purchase.

LasinaH_VZW
Follow us on Twitter @VZWSupport

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Re: Can't start VZ protection nor download it?
sean_k
Enthusiast - Level 3

I was trying to add Asurion wireless protection online, but there is no way to do it. So I chatted with the sale agent who told me to contact customer service, which I did, and there also is no way to add it. I tried to change the feature and there is no option for it. So I chatted with second sales agent about it and the person told me to call the customer service and press 0 4 times to talk to a live person. I tried it and the call ended.

Is this how your customer service really is? I'm, seriously pondering sending the phone back and canceling the credit card transaction.

Can I add Asurion wireless protection for $5.18/mo for the Galaxy s4 I purchased on your website along with prepaid cell plan?

How will I do that? I don't need total mobile protection, just the wireless protection for the accidental damages to the phone.

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Re: Can't start VZ protection nor download it?
ynggrsshppr91
Specialist - Level 2

You took prepaid, when you did you denied yourself the option of phone protection plans.

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Re: Can't start VZ protection nor download it?
sean_k
Enthusiast - Level 3

I am painfully realizing my mistake. I spent over 9 hrs talking to sales, technical support, and customer service in the past few days. What options exists for people like me?

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Re: Can't start VZ protection nor download it?
ynggrsshppr91
Specialist - Level 2

Take care of the phone, you aren't under a contract so you can stop paying if/when you damage the phone anyways

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Re: Can't start VZ protection nor download it?
vanil
Enthusiast - Level 1

Here we are in 2016, and the FAQ for VSP still nowhere mentions that prepaid folks cannot use it. It downloaded ok from Play Store, but everytime I run it, it says "account suspended... goto http://verizonwireless.com/mobilesecurity and that site also has no explanation that I can find about suspended account message with VSP.

Since it comes with mcafee, the free version is probably not very good, as mcafee generally is not highly reviewed. I've been seeing what seem to be fake red popups about virus, which is why I was hoping VSP would say there was no virus and/or block the phishing. But, the situation is same apparently as in 2014: if you are prepaid, you do not get any protection software for free from Verizon... Might as well switch to pageplus with this level of service.

Below is the transcript of a chat where the verizon rep seems to agree with my premise that we were getting this worrisome "account suspended" message each time we try to run VSP (aka VZ protect?), and that this is what happens when you try to run it from a prepaid phone.

[Transcript removed as required by the Verizon Wireless Terms of Service]

Thank you,

Verizon Moderator