McAfee Security for T-Mobile app

There are 3 versions of the app subscription with different security features:

• Basic protection: All T-Mobile voice rate plans include a basic version of McAfee protection, which includes device and web browsing security for one device (available on Android, iOS). Beyond the Smartphone (BTS) items such as HSI and SyncUP TRACKER are excluded. 
• Standalone service (with VPN): The $5 McAfee Standalone service provides VPN, device and web browsing security, identity protection, and password management (available on Android, iOS, PC and Mac).
• P360 service: McAfee protection included in Protection 360^TM provides device and web browsing security, identity protection, and password management (available on Android, iOS, PC and Mac).

• Protection extends to 1 Mobile device.
• Comprehensive security scan for malicious threats and viruses from files, SD card, apps and internet downloads. (Android Only)
• Safe Web (Android only) avoids risky websites and dangerous downloads while still using your favorite browser.
• Wi-Fi security informs you whether you are connected to a secure or unsecure Wi-Fi network.
• Available on Android 7 or later and iOS 13 or later.

• Protection extends to up to 10 devices (PCs, Macs, additional Android and iOS mobile phones and tablets).
• Comprehensive security scan for malicious threats and viruses from files, SD card, apps and internet downloads.
• Safe Web avoids risky websites and dangerous downloads while still using your favorite browser.
• Wi-Fi security informs you whether you are connected to a secure or unsecure Wi-Fi network.
• Online personal identity monitoring scans the dark web for stolen credentials, instantly notifies you, and provides quick remediation.
• Lost Wallet service assists you in cancelling and replacing your wallet contents if lost or stolen.
• Identity theft resolution agents to help restore a stolen identity and up to $1 million in identify theft protection.
• Keep your accounts secure with the True Key password manager app.
• Additional features to help manage your device, like battery optimization, device location, and device backup are also available
• Available on Android 7 or later and iOS 13 or later.
• Standalone service only: VPN (Virtual Private Network) is included for customer that have updated their apps. Encourage customers to update their app to get the latest features included VPN.

T-Mobile frontline employees have unlimited access to McAfee protection via the McAfee Security for T-Mobile app.

• On 6/1/23, T-Mobile began notifying customers that Device Tracking, Sound an Alarm, and Manage Data Remotely will no longer be included features with ID Theft Protection. These features are already included within Android and iOS operating systems.
• On 2/22/23, T-Mobile began sending notifications to customers who had the app notifying them of the backup service ending. If the customer receives the notification saying: “Backup services end starting 3/6/23” they will need to export their data from the McAfee Cloud to their PC or Mac, follow these steps (Listed in the app).

1. Go to tmobile.mcafeemobilesecurity.com and log in to their account.
2. Select the device they would like to export data from and click View Backup Data.
3. Click the menu icon on the top-left, then click My Data.
4. Contacts/Media is selected by default. Click Export all/Download.

1. Tap Media Vault in the app
2. To login to their Vault, they would type their Vault’s PIN or use FaceID.
3. Select the images and videos in their vault that they would like to keep, the tap Move to Photos. If they would like to move all, select Export All.
4. Verify that all media is in Apple Photos

1. Go to tmobile.mcafeemobilesecurity.com and log in to their account.
2. If prompted, select the mobile device that they would like to export from and then select Go.
3. Click the menu icon on the top-left, then click My Data.
4. Contacts/Media is selected by default. Click Export all/Download.

1. Go to tmobile.mcafeemobilesecurity.com and log in to their account.
2. If prompted, select the mobile device that they would like to export from and then select Go.
3. Click the menu icon on the top-left, then click Media > My Data.
4. Select the media files they would like to download, then click Download.
5. If customer has any issues with getting their backup media/contacts, do not transfer to tech care. Refer them to McAfee.

• To activate McAfee protect, customers must:
  1. Download and install the McAfee Security for T-Mobile app. (The app is pre-installed on most Android devices.)
  2. Enter the T-Mobile phone number. (On Android, the number is automatically added from the phone if the app has permission.)
  3. Accept the EULA (End User License Agreement) and Privacy notice.
  4. Create a McAfee Account to get access to all available features.
• For P360 service & Standalone service features:
  • Once customers activate via the mobile app, they can send a download link to their other devices (up to 10)
  • To access password management features via True Key, see instructions below.
• Do not download the standard McAfee Security app. It is a separate app that is not supported by T-Mobile.

• T-Mobile troubleshooting
  • If customers are having issues with McAfee Security for T-Mobile, follow general third-party app troubleshooting in Atlas or your troubleshooting dashboard.
  • Ask if customers are calling about the McAfee Identify Theft Protection Services offer as part of the Data Security Breach. If they are, see Talking Points: January 2023 customer information.
• Locked out / password reset
  • Customers may get locked out if they don't remember their PIN or can't do the email password reset tool.
  • If customers are locked out of their device, they must call McAfee Care to have the PIN reset to unlock phone.
• Customers contact McAfee Care
  • Online: https://service.mcafee.com
  • Phone 1-866-622-3911 (available 24/7)
• Escalations / urgent issues
  • Do not provide this number to customers.
  • Cold transfer customers to McAfee using the T-Mobile Priority Number: 888-735-5001.

All Android versions can perform a antivirus scan:

1. Open the McAfee Security for T-Mobile app.
2. On home screen, select Antivirus Scan.
3. If prompted, enable permissions for a full security scan.
4. View the scan report and complete any requested actions.
5. Adjust the settings within the Settings section of the app.

All versions can change Safe Browsing settings:

1. Open the McAfee Security for T-Mobile app.
2. On the home screen, select Safe Browsing. 
3. If prompted, enable permissions to turn on Safe Browsing.
4. Once set up, Safe Browsing is turned on and off by adjusting the toggle on the Safe Browsing tile in the Security Center on the home screen.

All versions can change Safe Wi-Fi settings:

1. Open the McAfee Security for T-Mobile app.
2. On the menu, select Wi-Fi Scan and scan your Wi-Fi connection or manage trusted Wi-Fi networks.
3. Adjust the security settings within the Settings section of the app.

Standalone service & P360 service can protect up to 10 devices:

1. Open McAfee Security for T-Mobile App
2. Choose option on home screen to Protect another device.
3. Follow prompts to send a link to another person or device.
4. Open the email on the device they want to install McAfee on and install application.
5. Customers can protect up to 10 devices.

Standalone service & P360 service include ID protection:

1. Make sure the McAfee Security for T-Mobile app is downloaded, the EULA (end user license agreement) has been accepted, and a McAfee account has been created.
2. If a McAfee account has not been created, click on Identity Monitoring to create a McAfee account.
3. Confirm the email address to be checked for breach is accurate and accept the Privacy Disclosure then click Check now
4. Verify your email address with a one-time passcode.
5. Add additional personal data to be monitored within the Settings section of the Identity Monitoring tile on the home screen.

1. If you can't find the Complete Your Enrollment email, then look for any of the monthly activity reports and alerts from Identity Theft Protection by McAfee (noreply@mail.idtheftprotection.mcafee.com). They also contain links to set up your McAfee ID Theft Protection profile.
2. Customers who need ID protection or lost wallet services require a transfer to 1-855-223-8057, option #3, available 24/7. Do not provide this number to customers. It is only for T-Mobile reps who are completing a transfer.

Standalone service & P360 service include password manager:

• Password manager services are provided by True Key™.
• It works in the background to make your current passwords stronger, remember them, and instantly log you into an unlimited number of websites and apps so you don’t have to.
• The information is securely synched across your devices so it’s available when and where you need it.

To activate your premium True Key service:

1. Open the McAfee Security for T-Mobile app.
2. Choose option on menu to Protect More Devices.
3. Follow prompts to send a link to another person or device.
4. Open the email on the device where they want to install True Key by McAfee.
5. Choose Protect Me for the chosen device type.
6. Scroll down for True Key by McAfee, copy and save the activation code, and click Get Started. This takes you to download True Key.
7. Once downloaded, follow the prompts to set up the password manager.
8. If prompted, enter the saved activation code.

Standalone service can use VPN:

1. Open the McAfee Security for T-Mobile app.
2. Click the Secure VPN tile on the home screen to turn on VPN.
3. Follow prompts to turn on VPN in App settings.

Basic McAfee protection service can be upgraded to the McAfee Standalone service (with VPN) within the app (Android only).

• The Primary Account Holder or an Authorized User must perform the upgrade.
• The McAfee Standalone service (with VPN) is $5 a month.
• Content Blocker SOC cannot be on the line to upgrade.

To upgrade in the McAfee Security app:

1. Open the McAfee Security for T-Mobile app.
2. Click Go Premium or Upgrade.
3. When the Product Catalog appears, select either Upgrade or Not now.
4. If you click to Upgrade, it will show "Success" or an error message.

Possible error messages when attempting to upgrade:

• "We can't upgrade your plan"
  • The customer may not be the Primary Account Holder or an Authorized User. Go to My.T-Mobile.com orT-Life to review and update your authorization settings.
  • All third party in-app purchases are being blocked by Content Blocker. Go to My.T-Mobile.com or T-Life to turn off Content Blocker.
• "Something went wrong"
  • An issue occurred while upgrading. Try upgrading again.

Standalone service can be unsubscribed:

• If a customer requests to unsubscribe, remove the $5 McAfee SOC.
• A customer can unsubscribe at any time.
  1. Click the link within the McAfee Security app to go to the T-Life.
  2. Click Account.
  3. Select your line.
  4. Select Plan Details.
  5. Click Manage Data and Add-ons.
  6. Scroll down to Services and uncheck McAfee Security for T-Mobile.
• After canceling, the customer will still have basic protection, included with all T-Mobile rate plans.

•  Device protection & P360 coverage
•  Supporting apps