Digital Privacy Support

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Benefit Information General Questions How-to & Troubleshooting Guides Contact

Benefit Information

Password Manager

  1. Password Manager will help keep your account logins secure and account access protected. Using it will help you:
    • Prevent hackers from accessing your account logins and financial information stored in the vault
    • Prevent hackers from guessing passwords and breaching your accounts
    • Prevent phishing attacks by using the auto-login feature from the Password Manager
  2. Types of data you can protect:
    • Add your account logins, credit cards and bank accounts to the Password Manager vault. Each will be encrypted and only accessible by you. Not even Complete ID™ can see your data stored in the vault.

Secure VPN

  1. Secure VPN will help you keep your device's Wi-Fi network secure and private. Using it will help you:
    • Prevent hackers from gaining access to your personal information and other data as it's in transit or being sent from and received by your device on a Wi-Fi network
    • Prevent third parties from gathering device, IP address and location information while on a Wi-Fi network
  2. Recommended use of the VPN:
    • Complete ID™ recommends that you turn on your VPN when connecting to public Wi-Fi networks that may have poor security. This includes while you are browsing the internet or using applications that use the internet, such as social media, banking, and gaming apps. Keep the VPN on until you are finished with your session.

Safe Browser

  1. Safe Browser will help keep internet browsing safe and private.
    • Safe Browser is a full-featured web browser that isolates your data from the default web browser that comes with your device. Your browsing history, bookmarks, and settings are encrypted and never leave the device. Safe Browser allows you to open multiple tabs, view full screen video in landscape and portrait, and bookmark your favorite sites. For your safety and privacy, Safe Browser comes with a built-in ad and tracker blocker and a site reputation shield. The site reputation shield will check for known malicious sites on your device and warn you before you visit them.
  2. Using Safe Browser will help you:
    • Prevent third parties (social, ads and data harvesting networks) from accessing the user's private information (browsing history, account logins, and personal and financial information)
    • Prevent users from going to an unsafe website that is associated with malware, breach or poor security

General Questions

All Features:

  1. What operating system versions are supported?
    • Supported operating systems have to be within the two most recent major versions. For example, as of September 2021:
      • Android 10 and 11
      • iOS 14 and 15
      • MacOS Big Sur 11 and Monterey 12
      • Windows 10 and 11
  2. How many of my devices can I add to this service?
    • There are no limits on how many devices you can protect. Complete ID™ wants to help protect you and we encourage you to install and use these features on all of your devices.

Password Manager

  1. Why should I use this Password Manager when my browser saves my passwords for me already?
    • This Password Manager's applications and extensions are more secure and private. Most browsers weren't built to be password managers. They lack the proper device-level encryption and secure access that you gain from using these Password Manager applications and extensions. Without this device-level encryption, you leave your personal login information on your device unprotected. With most browser-based password managers, your password security is directly tied to your device security. In other words, anybody who is able to get access either physically or by hacking into your computer, tablet or phone will immediately get access to all of your passwords without having to supply an additional password. This is a big security vulnerability and leaves your accounts exposed. Password Manager's applications and extensions ensure that your login data is encrypted using a Master Password only your device knows. When you use this Password Manager, your device decrypts your vault using this key after you successfully log in using the Master Password or face biometrics. This ensures we never see your logins and data stored in your vault for total security and privacy.
    • Our Password Manager allows you to sync your vault across all your mobile and PC devices.
    • Our Password Manager has a strong password generator.
    • Our Password Manager allows you to protect more than just logins. You can also store credit card and bank account information in the encrypted vault. This helps prevent thieves from accessing this highly sensitive information.
  2. How does Complete ID™ protect the important data I store in the vault?
    • Your Password Manager data is encrypted on your device using an AES-256 encryption key derived from your Master Password and Secret Key. After the data is encrypted, it is saved to a server so it can be synchronized across your devices. To access that encrypted data, a user must be signed in to the device and have the correct Master Password and Secret Code. The Secret Code is stored locally after it is either generated (the first time) or manually entered. The Master Password must be entered by the user each time the app is unlocked.
    • For security reasons, we require that you reauthenticate the application on the device every 60 days to ensure that the device still should have access to the application. See the how-to guide "How to access the Password Manager on my device".
  3. What are my installation options for the Password Manager?
    • The Password Manager can be installed on mobile devices (iOS and Android), and PC devices via browser extensions (Google Chrome, Microsoft Edge, Firefox, and Safari).
  4. What can be stored in the password vault?
    • The Password Manager currently supports account logins, credit card numbers and bank account numbers.
  5. How many entries can I store in the password vault?
    • There is no limit to the number of entries you can store in the password vault.
  6. What is login form capture?
    • The browser extension Password Manager's login form capture allows you to automatically save usernames and passwords that are used to log in to websites. This feature is only available in the browser extensions and is automatically enabled. After signing into a website, if the login credential is not currently saved to Password Manager, a small window will appear in the browser prompting you to save the login.
  7. When using Password Manager on a mobile device, do Apple or Google have access to all of my Password Manager data?
    • While your operating system manufacturer may be able to detect that you have installed a Password Manager profile, it does not have access to your Password Manager credentials or the logins you have saved in the Password Manager app.
  8. When using the Password Manager browser extension, does the browser manufacturer (Microsoft, Apple, Google, etc.) have access to all of my Password Manager data?
    • While your browser manufacturer may be able to detect that you have installed a Password Manager extension, it does not have access to the Password Manager credentials you have saved in the Password Manager app.

Secure VPN

  1. What are my installation options for the Secure VPN?
    • The secure VPN can be installed on mobile devices (iOS and Android), and PC devices via downloads (Mac and Microsoft)
  2. Can I be tracked if I'm using a VPN?
    • Using a VPN provides an extra layer of privacy and security protecting your internet traffic but it does not protect against all types of tracking. For example, advertisers such as Facebook and Google can still potentially track your activity across websites using tracking technologies like cookies. Websites that you enter data into can still use that data for tracking purposes.
  3. What does the VPN service record about my activity?
    • The VPN service records only session durations and the total amount of data used. It uses this data only to ensure you are within the usage limits defined by your plan. The VPN service does not store the websites you visit or the IP addresses from which you connect to the VPN servers. It also does not store any data that is transmitted to websites using the VPN connection.
  4. In device settings, do Apple or Google have access to all my VPN information?
    • Although your operating system manufacturer may be able to detect that you have a VPN profile installed, it does not have access to your VPN credentials or the websites you access using that VPN.
  5. What does my Internet Service Provider (ISP) see when I am connected to the VPN app?
    • When you connect to the VPN server, your ISP can see a few things:
      • If you're connected to an IP address owned by a VPN service.
      • The time of your connection and the port your VPN protocol is using.
      • The amount of traffic traveling to and from your device.
    • Apart from these, the only other important thing your ISP can detect is the fact your actual online traffic is hidden from them. This means your ISP loses access to this information:
      • Websites you visit.
      • Specific web pages you browse and the time you spend there.
      • Your browsing and search history.
      • Files you download from or upload to unencrypted websites.
      • Information you type on unencrypted websites.
  6. How can I be truly secure while using the VPN app?
    • Here are some extra steps to help you stay secure while using the VPN app:
      • Use safe browsing applications that block web-based ads and trackers, and protect you from malware websites.
      • Use a separate private browser window for each website you access.
      • Regularly clear cache and browsing data in your browser.
      • On Mac and Windows, set the auto-connect feature to automatically launch the VPN app on system start and automatically connect.
      • On iOS, select the VPN app as the "On Demand" VPN in the device settings. This will ensure it connects any time a network connection is used.
      • On Android, select the VPN app as the "Always-on" VPN in the device settings. This will ensure it connects any time a network connection is used.

Safe Browser

  1. What are my installation options for the Safe Browser?
    • The Safe Browser can be installed on mobile devices (iOS and Android), or PC devices via browser extensions (Google Chrome, Microsoft Edge, Firefox and Safari).
  2. How do I get alerted to an unsafe website while using the Safe Browser app or extension?
    • When you navigate to a website, the application will check the site you are visiting against a list of unsafe sites. You can visually see the score we have given to the website by viewing the small site reputation shield next to the website address bar.
      • If the site you are attempting to visit is deemed unsafe, the site reputation shield will turn red and you will see a warning screen. You can choose to go back and stop navigation or proceed to the site anyway. We always recommend that you do not proceed to visiting the site, if it has been deemed unsafe.
      • If the site is safe, the site reputation shield will be green.
      • When you are not on a valid web page (e.g., an empty tab), the shield will be gray.
      • If the shield is yellow, this is a warning that the app has not been able to score the site as safe. This should be seen as a sign to proceed with caution.
  3. What happens when I visit an unsafe site?
    • When you visit a known malicious or unsafe site you will be blocked before the page begins to load to protect your privacy and safety. When this happens, you will see a red shield and a warning "This Site is Unsafe". At this point you can choose to close that webpage by navigating back or closing the tab. Alternatively if you want to continue to navigate to the unsafe site, you must first mark the checkbox to acknowledge you want to proceed before pressing the Proceed button, which will take you to that website.

How-to & Troubleshooting Guides

Password Manager

  1. I am having issues installing the feature to my device.
    • Supported operating systems are within the two most recent major versions. Please ensure that you are trying to install the feature on a device that is using an operating system that is within the latest two versions. If your operating system is older than the two most recent versions, please upgrade to the latest supported version in order to successfully install and activate the feature.
    • For example, as of September 2021:
      • Android 10 and 11
      • iOS 14 and 15
      • MacOS Big Sur 11 and Monterey 12
      • Windows 10 and 11
  2. How do I activate the Password Manager on my device?
    • This can be achieved in four easy steps:
      • Open the application. If your device does not already have access then you will be provided with a 6-digit Access Code on your screen.
      • Copy the 6-digit Access Code provided in the Password Manager application.
      • Click the link above the code to be sent out of the application to your core portal. Once you are logged into your portal you will be directed to a screen that will allow you to paste the Access Code.
      • Paste the code and click "Submit". You will arrive on the dashboard where you will receive a message indicating that you have successfully validated the Access Code. You can now return to the Password Manager application and continue the onboarding steps.
  3. What are the onboarding steps after I have activated the Password Manager?
    • After you sign in, you will be taken through the first-time onboarding steps. First-time onboarding registers the Password Manager with your user account and allows you to access it from other devices and browsers.
    • During first-time onboarding, you will need to:
      • Choose a Master Password
      • View the Secret Code and download the Rescue Kit
  4. What is a Master Password?
    • Your Master Password unlocks the Password Manager app and the corresponding secure vault. It is also used as an input to the AES-256 key used to encrypt your data.
    • Your Master Password must be at least 10 characters.
    • It’s important to remember your Master Password or securely store it as we have no way of recovering it for you.
    • The Master Password is used to unlock the app when it has backgrounded (iOS and Android), remained idle for a certain amount of time (Chrome, Firefox, Edge and Safari) or manually locked. On iOS and Android, Biometric ID can be used in place of the Master Password to unlock the app.
  5. What is a Secret Code?
    • Your Secret Code is a string of characters automatically generated on first use of the Password Manager. It is stored locally, so when it is generated on the first device it does not need to be manually entered. The first time Password Manager is used on an additional device or browser you will be prompted to enter your Secret Code. The Secret Code is one of the inputs used to encrypt your data and is also used to ensure only you can access encrypted data when it is synchronized across devices and browsers.
    • It's important to securely store your Secret Code because we are unable to recover it for you. Secret Codes are difficult to remember and you will be unable to set up Password Manager on an additional device or browser without it.
    • The Secret Code is contained in the Rescue Kit, which should be downloaded during initial onboarding and can be re-downloaded at any time via the settings screen.
  6. Is my Secret Code the same as my Master Password?
    • No. You use your Secret Code to set up Password Manager on new devices or browsers. You use your Master Password to unlock your Password Manager vault.
  7. What is the Rescue Kit?
    • The Rescue Kit is a downloadable PDF document that contains your Secret Code. It contains empty boxes for you to fill in with your email address and Master Password.
    • It is recommended that you print a copy of the Rescue Kit, enter your email address and Master Password, and store it securely. If you ever lose access to Password Manager, the Rescue Kit will enable you to regain access, including all of your stored data.
    • You can download Rescue Kit in Password Manager during initial onboarding or at any time by visiting the Password Manager settings.
  8. What happens if I forget my Master Password?
    • For security reasons, the Password Manager doesn't store the Master Password on any of your devices or in cloud storage. We recommend that you memorize your Master Password or write it down and keep it in a secure place. It can't be restored or recovered if forgotten. If you forget your Master Password, you will no longer be able to access your data. In this case, you will have to create a new vault and protect it with a new main password. Please contact call center support who can assist in submitting a request to have your vault deleted so you can create a new vault.
  9. Downloading your Rescue Kit
    • We create a Secret Code that you can store and use to link the data vault to other devices that you intend to download and use the Password Manager application on. This extra step ensures that only you have the ability to link a new device to your data vault. You will be prompted to download the Rescue Kit to your device to keep as a backup in case you need to reference it later.
  10. Why does my Password Manager lock after I close it or after a period of inactivity?
    • The Password Manager enters a locked state to protect the stored credentials. All credentials are stored in a secure vault, and when the app enters the locked state the vault itself becomes inaccessible. To unlock the app and its vault, the Master Password or Biometric ID (iOS and Android only) you set up during your first time accessing the app must be used.
  11. What if I can't remember my Master Password? How can I access my password vault?
    • To provide the best security, it is impossible to unlock the app without the Master Password. This ensures that only you have access to your most sensitive data. Only you know your Master Password. If you lose or forget it, please contact call center support who can assist in submitting a request to have your vault deleted so you can create a new vault. On the next launch of the app after your vault has been deleted from your account, you will be prompted to create a new Master Password and a new vault.
  12. How do I link my existing password vault to a second (new) device?
    • During your first time onboarding you will create a Master Password and receive a Secret Code. Both will be needed to link the vault you created on your first device to the new device. Here are the steps to link your existing vault to a new device.
      • 1)Download the Password Manager to the new device via your product portal and follow the instructions to install the Password Manager on a new device.
      • 2)Activate the Password Manager using the instructions provided in the app or extension after opening it for the first time.
        • Open the application. If your device does not already have access then you will be provided with a 6-digit Access Code on your screen.
        • Copy the 6-digit Access Code provided in the Password Manager application.
        • Click the link above the code to be sent out of the application to your core portal. Once you are logged into your portal you will be directed to a screen that will allow you to paste the Access Code.
        • Paste the code and click "Submit". You will arrive on the dashboard where you will receive a success message indicating that you have successfully validated the Access Code. You can now return to the Password Manager application and continue the onboarding steps.
      • Once activated, the Password Manager application or extension will ask you to enter your Master Password and Secret Code.
      • If entered correctly, your password vault will be linked to the Password Manager application or extension on your new device. New entries, or changes to existing entries in your password vault from any of your devices, will be automatically synced and available across all your properly linked devices.
  13. How do I add an account login into the Password Manager?
    • To add a new login:
      • Tap the "+" button to bring up the new credential menu.
      • Select the type you would like to add. For account login select "login"
      • Enter the website and your username and password for the website into the app.
        • A new password can be automatically generated by clicking or tapping on the password generator icon next to the password field.
      • Once you have entered the required information, select "save" to complete the process.
      • You can now use the "launch" button to send you to the site to log in.
  14. How do I use the Password Manager to log in to a website?
    • For IOS and Android Mobile Apps:
      • First ensure that you have set up the website as a "login" in your password vault.
      • Next ensure that you have turned on autofill capabilities in your mobile device for the Password Manager. On iOS and Android, instructions for enabling autofill can be found in the settings menu:
        • Tap to select the Settings icon at the top of the app.
        • Scroll down and tap to select Password Autofill.
        • Follow the instructions to turn on autofill.
        • On Android there is an extra setting in this section called Enable Accessibility. It is recommended that Enable Accessibility is turned on to provide the best autofill coverage across apps and websites.
      • Visit the website you want to log in to. You can either navigate to the site in your browser or use the "launch" button in the Password Manager application for the website you want to access.
      • On the website's login screen, tap the username field to open your keyboard.
      • In the top right-hand corner of the keyboard is a "key" icon. Select the key icon to open the password menu.
      • On the password menu, open your vault by selecting the “passwords” option.
      • You will be asked to authenticate using your Master Password or Biometric ID (if activated).
      • After successful authentication, you will be directed to your vault where the recommended login will be presented.
      • Select the recommended login to populate the username and password into the website login screen.
      • Proceed to submit the login request on the website login screen and successfully log in.
    • For browser extension Password Manager (Chrome, Safari, Edge, and Firefox)
      • When you use the browser extension, autofill is on by default. Password Autofill allows you to automatically fill usernames and passwords from your keyboard when you log in to websites and apps.
      • Next time you visit a website after adding the website to your password vault, the Password Manager extension will autofill the username and password on the website's login page.
  15. For mobile apps, what do I do if I don't see my login information to choose from in the vault?
    • Visit the Password Manager and ensure that you have set up the website as a "login" in your password vault. If not, you will need to do so before using the Password Manager to log in to the website.
    • Ensure that you have turned on autofill capabilities in your mobile device for the Password Manager. On iOS and Android, instructions for enabling autofill can be found in the settings menu:
      • Tap the Settings icon at the top of the app.
      • Scroll down and tap to select "Password Autofill."
      • Follow the instructions to turn on autofill.
      • On Android there is an extra setting in this section called Enable Accessibility. It is recommended that Enable Accessibility is turned on to provide the best autofill coverage across apps and websites.
  16. How do I enable Biometric ID login to unlock my vault on iOS and Android?
    • Biometric ID provides additional convenience for unlocking the Password Manager app on iOS and Android.
    • If you didn't set up Biometric ID during onboarding, you can do it by visiting the Password Manager settings:
      • Sign in to Password Manager with your Master Password.
      • Tap the Settings icon at the top of the app.
      • Tap Enable Biometric ID.
      • Enter your Master Password.
    • The next time you are required to unlock the app, Biometric ID will be presented. If Biometric ID fails, you will still be able to use your Master Password to unlock the app.
  17. What does the Lock App button do?
    • When you tap Lock App, Password Manager will lock your vault and take you back to the lock screen to enter your Master Password or Biometric ID (iOS and Android).
  18. Can I change my Master Password?
    • Yes. Navigate to the Password Manager settings menu and select the option to change your Master Password.
    • To change the Master Password for unlocking your Password Manager vault, you will need to enter your current one.
    • Your new Master Password must be at least 10 characters.
    • It's important you remember your Master Password or securely store it because we have no way of resetting it for you.
    • If you are using multiple devices, you will need to reenter your new Master Password on each device during the unlock flow.

Secure VPN

  1. I am having issues installing Secure VPN to my device.
    • Supported operating systems are within the two most recent major versions. Please ensure that you are trying to install the feature on a device that is using an operating system that is within the latest two versions. If your operating system is older than the two most recent versions, please upgrade to the latest supported version in order to successfully install and activate the feature.
    • For example, as of September 2021, the latest supported versions are:
      • Android 10 and 11
      • iOS 14 and 15
      • MacOS Big Sur 11 and Monterey 12
      • Windows 10 and 11
  2. How do I activate the secure VPN application on my device?
    • This can be achieved in four easy steps:
      • Open the application. If your device does not already have access, then you will be provided with a 6-digit Access Code on your screen.
      • Copy the 6-digit Access Code provided in the secure VPN application.
      • Click the link above the code to be sent out of the application to your core portal. Once you are logged into your portal you will be directed to a screen that will allow you to paste the Access Code.
      • Paste the code and click "Submit". You will arrive on the dashboard where you will receive a message indicating that you have successfully validated the Access Code. You can now return to the secure VPN application and proceed to use it.
  3. How do I turn on the VPN once it is activated on my device?
    • Launch the application and press the button to activate the VPN. Your Wi-Fi session is now protected. The VPN will remain on in the background and protect you as you browse and use your other applications on the device. Once you are finished with your session you can turn off the VPN by returning to the VPN app and pressing the big button again.
  4. What is "On Demand" and how does it work (iOS only)?
    • The VPN app will automatically connect when any application on the device attempts to make a network connection. This setting will also attempt to reconnect when your internet connection comes back online after being offline.
  5. What is "Always-on" and how does it work (Android only)?
    • Android manages the "Always-on" feature. When enabled, it will automatically ensure the VPN is connected at all times and notify you of the status of your VPN connection. Sometimes you may see a warning when "Always-on" is enabled and the VPN connection is not currently active. This can happen after you've restarted the device. Tap the notification to open the VPN app where you can reconnect.
  6. What is "Auto-Connect" and how does it work (Windows and Mac)?
    • While enabled, "Auto-Connect" ensures that the VPN app is launched on system startup and automatically connects when the application starts.
  7. Why has my connection speed slowed?
    • To get the fastest possible connection speed, make sure you have selected "Fastest Available" as the server location. The VPN app itself does not apply speed or bandwidth limits but VPNs may slow your speed on particular sites or services due to a number of factors including the physical proximity of the server, its load, your original internet speed, and the VPN protocol you're using. To determine whether the VPN connection is affecting your connection speed, try comparing your connection speed with the VPN connected versus disconnected.
  8. Why am I unable to connect to the VPN servers?
    • First, check that you are located in a supported country. If you cannot access the VPN server location list, it is possible your country location is not supported.
    • Next, use these general tips:
      • Try connecting to a different VPN server location.
      • Check your antivirus and firewall settings to ensure they are not blocking the website or the VPN. Add exceptions for the VPN to your browser.
      • Try changing the VPN protocol and reconnecting. The VPN protocol can be changed on iOS and Android via the VPN app settings menu.
      • Try installing the VPN app on a different device and on the same network. This will help you determine whether device settings may be interfering with the connection.
      • Check that you do not have a different VPN enabled that may be interfering with your connection.
      • Restart the VPN app by force quitting and relaunching the VPN app.
      • Try signing out and then signing back into the VPN app. The sign-out option is available via the VPN app settings menu.
      • Restart your device.
      • Re-install the VPN app.
  9. How do I change geo-location?
    • This feature will allow you to change your egress point, which can allow you to access content in a different country, that may otherwise be restricted. We recommend that you leave the setting to "Fastest Available". This will egress from the United States or Canada, and provides the highest bandwidth for your Wi-Fi activity.
  10. How do I disable/opt-out of app analytics?
    • The VPN app anonymizes app analytics data and doesn't collect any personal or sensitive data. But if you feel more in control without it, you can turn off this function. To disable/opt out of app analytics:
      • Tap the "Settings" icon in the top right corner of the main screen.
      • Tap to disable "Allow Anonymized App Analytics".
        • We collect anonymized app analytics only to improve the product experience for all users. We never share app analytics with external parties. Learn more about our approach to privacy in our privacy policy.
  11. Why are some websites unreachable with the VPN connected?
    • If you can't reach some websites, try these steps:
      • Connect to a different VPN server location. Some websites may restrict access from certain locations.
      • Try a different VPN protocol, available in app settings on iOS and Android. To learn more about selecting a protocol, see the "Which protocol should I choose?"
      • Clear the cache of your browser while connected to the VPN.
      • Check your antivirus and firewall settings to ensure they are not blocking the website or the VPN. Add exceptions for the VPN to your browser.
      • If you have recently installed the VPN app, try restarting your device.
  12. How long does the VPN stay connected?
    • There is no set time limit to a connection, but there are factors that contribute to a reliable connection to the VPN service. For example, your mobile device operating system may disable the connection to reduce power consumption when the connection becomes idle. Certain network conditions, such as transitioning from Wi-Fi to cellular or poor/intermittent connections, could result in the VPN connection dropping. On iOS and Android, the "On Demand" and "Always-on" settings can help to reestablish the connection if you are no longer connected.
  13. Will the VPN stay connected if I close the app? (iOS and Android)
    • To keep the connection active in the background, enable "On Demand" in iOS or "Always-on" in Android. If you don't have these settings enabled, it's not guaranteed that the VPN connection will stay active in the background. This is a result of how the operating system optimizes for device battery and system utilization, which could mean the VPN app is paused in the background.
  14. Where can I find the VPN country list?
    • The VPN app allows you to select the country through which your internet traffic will be routed. From the main screen, tap on a city and country under "Selected Location". You will see a list of available countries and their connection strength indicator.
  15. Which protocol should I choose?
    • We recommend using the default protocol, which offers security, speed and reliability for that specific platform.
    • The VPN app currently supports these protocols:
      • IPsec [Supported on Apple iOS]
      • IPsec (IKEv2) [Supported on Apple iOS, Google Android, Apple Mac and Microsoft Windows]
      • OpenVPN TCP [Supported on Google Android]
      • OpenVPN UDP [Supported on Google Android]
    • On iOS, the VPN app defaults to IPSec (IKEv2) which offers improved speed and reliability over IPSec.
    • On Android, the VPN app defaults to IPSec (IKEv2) but OpenVPN using TCP and UDP is offered as an alternative. OpenVPN UDP typically offers better performance than OpenVPN TCP.
    • On Mac and Windows, only IPSEC (IKEv2) is available.
  16. What happens if I disable the "On Demand"/"Always-on" setting (iOS and Android)?
    • If you disable "On Demand"/"Always-on," the operating system will not automatically connect the VPN when you turn on the device or when the network connection changes. This would result in all internet traffic going directly via your ISP connection. The secure VPN connection will only be made after you choose a country location in the VPN app or tap to connect.
  17. What is "Block Connections Without VPN" and how does it work (Android 8 onward)?
    • With Android 8 and subsequent Android OS releases it is possible to set "Block Connections Without VPN," which ensures all internet traffic goes through the VPN connection. With this setting enabled the internet connection will not work on your phone unless you have an active connection to the VPN service.
  18. Why is Google asking me to do a captcha for unusual traffic to my computer?
    • If you see this message while using VPN it is typically nothing to be alarmed about and is common when using Google. Google tracks your IP Address on your device and noticed that you were using a different IP Address than the one they recognize. The captcha requiring you to click a button is a security measure google has in place to ensure you are not an automated bot which they discourage. The reason this happens is because while on VPN your true IP Address is hidden to google and other sites while you browse the internet for extra privacy and security while online.

Safe Browser

  1. I am having issues installing the feature to my device?
    • Supported operating systems are within the two most recent major versions. Please ensure that you are trying to install the feature on a device that uses an operating system that is within the latest two versions. If your operating system is older than the two most recent versions, please upgrade to the latest supported version in order to successfully install and activate the feature.
    • For example, as of September 2021, the latest supported versions are:
      • Android 10 and 11
      • iOS 14 and 15
      • MacOS Big Sur 11 and Monterey 12
      • Windows 10 and 11
  2. How to activate the Safe Browser on my device?
    • This can be achieved in four easy steps:
      • Open the application. If your device does not already have access, then you will be provided with a 6-digit Access Code on your screen.
      • Copy the 6-digit Access Code provided in the Safe Browser application.
      • Click the link above the code to be sent out of the application to your core portal. Once you are logged into your portal you will be directed to a screen that will allow you to paste the Access Code.
      • Paste the code and click "Submit". You will arrive on the dashboard where you will receive a message indicating that you have successfully validated the Access Code. You can now return to the Safe Browser application and proceed to use it.
  3. How do I block ads and data trackers?
    • When using the mobile application, you will need to turn on this feature from within the application. This setting removes ads and trackers from sites you visit, including unwanted images, frames, objects, tracking scripts, info collectors, and analytics trackers. Enabling this setting will stop ads from popping up as you browse the web.
      • To enable ad and tracker blocking while browsing:
        • Tap to select the ellipsis (3 dots) menu in the bottom right corner.
        • Tap to select "Settings".
        • Tap to select "Content Blocking".
        • Toggle on "Block All Ads and Trackers". Open settings from the main browsing screen.
    • When using the PC extension, ad and tracker blocking is enabled by default on all websites. When this setting is enabled the blocker removes ads and trackers from sites you visit, including unwanted images, frames, objects, tracking scripts, info collectors, and analytics trackers.
      • To check if the ad and tracker blocker is enabled:
        • Click the shield in your browser tool bar.
        • Click "Settings".
        • Ensure the toggle for "Block All Ads and Trackers" is toggled on.
  4. How do I confirm blocking of third-party trackers is working?
    • Third-party ad and tracker blocking is on by default. You can confirm this by launching the application and visiting the settings tab, then the content blocking tab. Ensure the "Block All Ads & Trackers" toggle is set to the on position.
  5. How can I set the default search engine?
    • By default, your search engine will be set to the Start Page. You may change your default to Yahoo, Bing, DuckDuckGo or Google. To change the default search engine to any of the listed engines visit the settings tab in the application. Then, click the search engine tab and select your search engine from the list.
  6. How do I allow ads and trackers from a particular domain for any website I visit?
    • This is not supported at this time.
  7. Why is the website I’m visiting asking me to turn off content blocking (or why are some parts of the site not working as expected)?
    • Some websites that are supported by advertising revenue will try to detect if you have a blocker enabled and may block you from visiting their website. If you still wish to visit these websites, you will need to disable ad and tracker blocking while visiting that site, then refresh the page.
  8. How do I disable ad and tracker blocking when I am visiting a site?
    • When using the mobile application while on a web page, tap the shield in the top left corner. Toggle off Protect Privacy on This Site to disable. When toggled off, whenever you refresh the page or visit this site again the ad and tracker blocker will be disabled.
  9. How do I clear my browser history?
    • Tap the ellipsis (3 dots) menu in the bottom right corner.
    • Tap to select "History".
    • You can either swipe on a specific website to clear the history or tap Clear in the bottom corner to clear all history.
  10. How do I clear all my browser data?
    • a)Browsing data includes browsing history, cookies and other content retrieved from accessing websites.
      • Tap the ellipsis (3 dots) menu in the bottom right corner.
      • Tap to select "Settings".
      • Tap to select "Clear Browsing Data".
      • Tap to select "Clear" to confirm.
  11. How do I view/edit/delete my bookmarks?
    • To view a bookmark
      • Tap the ellipsis (3 dots) menu in the bottom right corner.
      • Tap to select "Bookmarks".
    • To edit a bookmark
      • Tap the ellipsis (3 dots) menu in the bottom right corner.
      • Tap to select "Bookmarks".
      • Tap to select "Edit".
      • Tap the arrow to the right of the website.
    • To delete a bookmark
      • Tap the ellipsis (3 dots) menu in the bottom right corner.
      • Tap to select "Bookmarks".
      • Swipe left.
      • 4)Tap to select "Delete".
  12. How do I change the default search engine that is used when using the mobile application?
    • To change your search engine in Safe Browser:
      • Tap the ellipsis (3 dots) menu in the bottom right corner.
      • Tap to select "Settings".
      • Tap to select "Search Engine".
      • Choose which search engine you would like to use.
  13. How do I adjust my privacy settings?
    • You can adjust your privacy settings by tapping on the ellipsis (3 dots) menu in the bottom right corner and viewing your options under Privacy. Here you can adjust your privacy settings for the following areas:
      • Block All Ads and Trackers
        • This removes ads and trackers from sites you visit, including unwanted images, frames, objects, tracking scripts, info collectors, and analytics trackers. Enabling this setting will stop third party ads from popping up as you browse the web.
        • If you are experiencing technical issues with a website, it may be because you have this setting enabled. To fix this problem, you can disable ad and tracker blocking for the site by adding it to the Unprotected Sites List. This will disable all content blocking when you visit this site. You may later choose to remove the website from the Unprotected Sites List.
      • See Unprotected Sites
        • This is a list of sites where ads and trackers are allowed. You may want to allow ads on sites in order to support your favorite creators or to prevent technical issues on some sites. You can remove sites from this list if you want to be protected while browsing on them.
      • Enable Browsing History
        • You can choose whether or not to have Safe Browser store your browsing history. Simply toggle the Enable Browsing History setting on or off. If you disable this setting, your browsing history will not be stored on your browser. All browsing history from before the setting was disabled will also be removed.
      • Clear Browsing Data
        • If you tap this action button, you will be prompted to confirm that you want to delete all browsing history. All cached files and cookies will be deleted, and you will be signed out of all websites.
      • Allow Anonymized Analytics
        • Although the app analytics we collect are anonymized and don't include personal or sensitive data of any kind, we want you to feel in control by being able to turn off the collection of app analytics. We collect anonymized app analytics for the sole purpose of improving the product experience for all users.
  14. 14)How do I open a new tab while using the mobile application?
    • On iOS, at the bottom of the screen, tap the "+" sign to open a new tab.
    • On Android, open the menu and tap "New Tab".
    • Alternatively, tap the box with a number (number of open tabs) to show all your open tabs. You can select an existing tab to access, close one or more tabs, or tap the "+" sign to open a new empty tab.
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