Protecting Your Mobile Identity

We use advanced technologies and access controls.

We use advanced technologies to secure customer accounts, we control access to customer accounts through defined security measures, and we offer customers tools to further protect their accounts. Here are a few examples:

Advanced Technologies

  • Authentication technologies for login processes
  • Digital ID review for specific transactions

Access controls

  • User IDs and passwords to help verify the user identity
  • Incremental Authentication steps where applicable and Security PINs applied to accounts
  • Proactive and reactive notices to provide customers early insights and transparency about certain account activities

At Verizon Value, our top priority is keeping your information safe. Below, you can find resources to protect your account and stay a step ahead of fraudulent activity.

SIM Swapping

Reporting an unauthorized SIM change

If you received a message from any Verizon Value brand advising that a new SIM card or device is being activated on your line, and you did not make or authorize this request, call our Fraud Hotline at 1-800-711-5793 anytime between 8 AM and Midnight EST.

What is an unauthorized SIM change, also known as a SIM swap?

Unauthorized SIM changes, aka SIM swapping or SIM hijacking attacks, occur when a phone number is transferred to a different SIM card or eSIM profile fraudulently. If the SIM swap is successful, phone calls and text messages containing one-time security codes can be intercepted, and sensitive information can be accessed.
There are circumstances when authorized SIM swaps may happen. These include device upgrades, or when troubleshooting or replacing a lost or stolen device.

How does fraudulent SIM swapping work?

SIM swaps are used as a way to access your bank or other financial accounts. Prior to performing a SIM swap, your personal information may be researched via the web or social media. This information is used to gain access to your account, and then your mobile number is transferred or swapped to a different SIM card or eSIM. Once swapped, calls and texts are routed to a different phone. At that point, one-time security codes or calls that banks and other companies use to safeguard customer accounts can be accessed. In some cases, you might not know this has even happened until your phone no longer works.

How to protect against SIM swap:

  1. Add Line Lock to your account for free. Line Lock offers you the ability to lock lines on your account, and prohibit changes to the SIM cards associated with those lines. Requests to change your SIM will not be processed until you unlock the Line Lock feature.
Learn more about how to add Line Lock
  2. Use strong and unique passwords. Each of your online accounts should have a strong and unique password or passphrase. Please do not reuse passwords or create similar passwords across various accounts, especially between social media and financial accounts. Always enable two-factor authentication when available, and use a password manager to create and manage complex passwords.
  3. Be suspicious of unsolicited texts, e-mails, and calls, especially those urging you to act immediately and provide personal details. We will never contact you to request passwords, PIN or social security numbers, or payment information. If you receive a suspicious text message claiming to be a Verizon Value brand, please forward it to 7726, then delete it. Lastly, please don’t share personal information online or reply to calls, emails or text messages that ask for personal information.
  4. Give your online security an upgrade. If you have been the victim of a SIM hijacking attempt, you should change passwords for financial institutions and e-mail accounts immediately. Use your email provider’s “security dashboard” to look for any suspicious logins from computers or locations you don’t know. Finally, change your passwords on a regular basis, and review your credit report for unauthorized accounts or inquiries.

Unauthorized Port Outs

Reporting an unauthorized transfer of service (Unauthorized Port Out)

If you receive a message from any Verizon Value brand advising that your mobile telephone number was moved, is being moved, or that you generated a Number Transfer Pin that you did not request, call our Fraud Hotline at 1-800-711-5793 anytime between 8 AM and Midnight EST. You can also call our Portability Team at 1-888-808-8010.

What is an Unauthorized Port Out?

A Port Out occurs when a customer transfers their mobile service and phone number to another carrier. An Unauthorized Port Out occurs when the phone number tied to a customer’s account is moved to another provider without authorization. An Unauthorized Port Out is a way to hijack your line, intercept your calls and SMS messages, and access authentication security codes. Unauthorized Port Outs also take longer for service to be recovered.

How do Unauthorized Port Outs work?

Unauthorized Port Outs are used as a way to access your bank or other financial accounts. Prior to performing a SIM swap, your personal information may be researched via the web or social media. This information is used to gain access to your account, and then your mobile number is transferred or swapped to a different SIM card or eSIM. Once swapped, calls and texts are routed to a different phone. At that point, one-time security codes or calls that banks and other companies use to safeguard customer accounts can be accessed. In some cases, you might not know this has even happened until your phone no longer works.

How to protect against Unauthorized Port Outs:

  1. Add Line Lock to your account for free. Line Lock offers you the ability to lock lines on your account, which prohibits the port out of your number.
  2. Use strong and unique passwords. Each of your online accounts should have a strong and unique password or passphrase. Please do not reuse passwords or create similar passwords across various accounts, especially between social media and financial accounts. Always enable two-factor authentication when available, and use a password manager to create and manage complex passwords.
  3. Be suspicious of unsolicited texts, e-mails, and calls, especially those urging you to act immediately and provide personal details. We will never contact you to request passwords, PIN or social security numbers, or payment information. If you receive a suspicious text message claiming to be a Verizon Value brand, please forward it to 7726, then delete it. Lastly, please don’t share personal information online or reply to calls, emails or text messages that ask for personal information.
  4. Give your online security an upgrade. If you have been the victim of a SIM hijacking attempt, you should change passwords for financial institutions and e-mail accounts immediately. Use your email provider’s “security dashboard” to look for any suspicious logins from computers or locations you don’t know. Finally, change your passwords on a regular basis, and review your credit report for unauthorized accounts or inquiries.

Account Take Over

What is account takeover?

Account takeover is when someone's personal information is used to take over their online accounts. Once accessed, purchases can be made, passwords can be changed, and personal information can be edited.

How usernames and passwords are accessed:

On the Dark Web:

Purchase of data through data breach marketplaces on the dark web.

Phishing:

False emails or text messages are used to trick the recipient into providing sensitive information.

Hacking:

Hackers use bots to test different credential combinations on multiple sites to gain access.

How to protect against an account take over:

  • Use strong passwords.

    It’s important that each of your online accounts has a strong, unique, and complicated password. Enable two-or multi-factor authentication when available.

  • Monitor your account.

    Check accounts for unfamiliar or suspicious transactions and newly saved shipping or credit card information.

  • Guard your personal information.

    Secure your social security and bank account numbers, and shred all paper documents that contain this information. Never give out passwords or personal information to an unsolicited caller, or in response to an email or text message, even if it sounds or looks legitimate. We will never proactively contact you for sensitive information such as a password or account PIN, or to perform authentication.

 

Protecting your mobile identity

Do you believe you are a victim of Fraud?

Charges for products and services you didn’t authorize, or changes made to your account information could be fraud. First, ask family members on your account if they purchased anything without your knowledge. Next, contact us to report any unauthorized charges; our representatives can help determine if you've been a victim of fraud.

If someone opened an account in your name:

This is identity theft. In the unfortunate event that your identity has been stolen and used to initiate unauthorized transactions, call our Fraud Hotline at 1-800-711-5793 anytime between 8 AM and Midnight EST.

You may be asked to:

  • Answer a few questions about yourself and the unauthorized account(s)
  • Provide paperwork that supports your claim

If someone made changes to your mobile phone account:

This is called an account takeover. In the unfortunate event that your account has been stolen and used to initiate unauthorized mobile phone services, call our Fraud Hotline at 1-800-711-5793 anytime between 8 AM and Midnight EST. We will work with you to investigate any instances of fraudulent activity.
You may be asked to:

  • Verify your ability to access the account
  • Answer a few questions about the unauthorized line(s) or changes
  • Submit paperwork that supports your claim

I have unauthorized credit card or bank transactions

In order to dispute charges on a credit card or bank statement, you'll need to contact your bank directly.

I have charges for phone calls I did not make

Before contacting us, please consider:

  • Could someone else have had access to your device that may have made these calls?

If you still determine that the calls and charges are not yours, call our Fraud Hotline at 1-800-711-5793 anytime between 8 AM and Midnight EST.
You may be asked to:

  • Verify your ability to access the account
  • Answer a few questions about the unauthorized line(s) or changes.

I am getting unwanted or suspicious calls, emails or text messages

Spam, phishing emails, texts and robocalls are on the rise. If you receive any suspicious communications from someone claiming they are your mobile phone service provider, we want to know about it.
I received an email from my mobile phone service provider, but it looks suspicious
To report a suspicious email claiming to be us, forward it to phishing@verizon.com.
When you forward an email to our phishing inbox, you will receive an automated confirmation and the information provided will be reviewed. We will only contact you directly if we require additional information.

I received a text from my mobile phone service provider, but it looks suspicious


We’ll occasionally send text messages to our customers for things like notifying you of an upcoming service payment or sending a One Time Password (OTP), for example.
We will never text you to:

  • Ask for credit card/payment information. Never give personal or payment information to a sender of suspicious, unsolicited or unwanted text messages.
  • Ask for your username, password or account PIN, social security number or other sensitive account or personal information.

Receiving a suspicious message typically will not put you at risk if you do not reply, click on links, or share any personal information. If you receive a suspicious text message claiming to be from any of our brands, please forward it to 7726, then delete it.
If you do click a link or provide personal information in response to a suspicious text message, you should contact customer support to help secure your account and reach out to financial institutions or other services you believe may be impacted.

How can I block unwanted calls?

To stop receiving unwanted calls, text any of the keywords below to 611611:
SPAM – to download the call block app
BLOCK – to receive instructions on how to block a number in your Contacts and/or download the call detector app
DNC – to sign up for the National Do Not Call Registry
Note: If you need more information about this, you can check the FAQs page inside each brand website.

If you suspect any unauthorized changes to your account, we recommend you:

  • Change the password to your online mobile phone account
  • Change your account PIN
  • Change your secret questions and answers
  • Confirm that your account details are correct (name, address, contact email, and approved users on your account)
  • Check your account settings for Voice Call forwarding to ensure it is not enabled without your approval
  • Pay attention to any changes, notifications, or text alerts about your account and contact us quickly with any concerns
  • Check your account settings for mail forwarding to ensure it is not enabled without your approval
  • If your email provider offers it, use enhanced security settings
  • Maintain good email hygiene; delete unnecessary emails from organizations you wouldn’t want an unauthorized user to know you have accounts with

Line Lock

Line Lock is a Security Feature available to customers as of July 18, 2024. Customers can lock their lines(s) to prevent unauthorized port-outs and SIM swaps.
Line Lock will be available in the “My Account” App and Web for some brands (Straight Talk, Tracfone, Total Wireless, Simple Mobile, Walmart Family Mobile and Page Plus). When available, customers will see a toggle button to enable or disable Line Lock.
For other brands (Net10, GoSmart and SafeLink), educational content is available on the brand websites instructing customers to text “LINELOCK” to 611611 to enable or disable the feature.
When Line Lock is ON, port outs of the MDN to another carrier and transfer of the line of service to another SIM card cannot be effectuated.
If Line Lock is disabled, there is a 30-minute “cooling off” period, during which SIM changes and port outs will remain blocked. In the event of fraud, this provides the customer an opportunity to contact customer care and secure their account.
When purchasing a new device with a new SIM for an existing line, please turn off Line Lock before activating the device.
This feature can only be Turned ON or OFF by the owner of the line.

Your Email Accounts

  • Change your password and security questions
  • Check your account settings for mail forwarding to ensure it is not enabled without your approval
  • If your email provider offers it, leverage enhanced security settings
  • Maintain good email hygiene, deleting unnecessary emails from organizations you wouldn’t want an unauthorized user to know you have accounts with

General best practices

  • Never use the same password for different accounts or websites. This is particularly true for passwords on sensitive accounts such as banks, email, or your mobile service
  • Always use a strong password - at least 8 characters, with letters, numbers, capitals and special characters, and consider changing them every six months
  • Consider using unique usernames across all your accounts
  • Add a passcode or biometric lock to your mobile device to prevent unauthorized use
  • Don’t download apps that aren’t trusted - research any that aren’t well known
  • Keep your mobile operating systems up to date
  • Run antivirus on your mobile devices
  • Opt into enhanced security wherever possible. This can be found on the security settings pages of your various accounts.
  • Never give out passwords or personal information to an unsolicited caller, or in response to an email or text message, even if it sounds or looks legitimate. Call them back or visit their main website to be sure you’re really talking to who you expect.
  • Don’t click on unexpected or unknown links sent to you in text from an unknown source

This is not meant to be a full and exhaustive list, and you should always exercise caution in all aspects of the security around your accounts, and your online activity.