Frequently Asked Questions
Please search our support FAQ for answers. You can browse them here.
ID Scan
- What is ID scan?
- What is Identity Protection?
- What is a data breach?
- What should I do if my email has been involved in a data breach?
- Are the emails I input kept safe?
- If my email wasn’t involved in a data breach, is my data vulnerable?
Announcements
- How do I contact Lookout customer support?
- How does Lookout protect my data?
- What are Lookout's privacy policies?
- Terms of Service
- Why does Lookout request access to so many permissions?
- What is Lookout for Work?
General Questions
- What alternatives are there to backup my pictures and contacts?
- How do I add another device to my account?
- How do I sign up and install Lookout?
- How do I register with Lookout?
- How do I log out of the Lookout app?
- How do I locate, scream, lock or wipe my tablet or phone?
Lookout for Android
- Why does Theft Protection state "Turn On"?
- How to disable Android Screen Lock
- How do I run an Antivirus Scan?
- Why can't I uninstall Lookout?
- How do I uninstall the preloaded Lookout app?
- Why is Locate not working?
Lookout for iOS
- How do I make my iPhone scream?
- How does Lookout protect iPhones & iPads?
- How do I uninstall Lookout on iOS?
- What threats are you protecting against on iPhone?
- Why should I use Lookout instead of Apple’s Find My iPhone?
- What are the features in iOS Premium?
Managing Your Lookout Account
- How many phones/devices can I have on my account?
- How do I deactivate and close my account?
- How do I cancel auto-renew for Lookout Premium?
- How do I remove a device from Lookout?
- Can I locate my device with Lookout if I don't have the app?
- I forgot my password, how do I get a new one?
Premium and Billing
- Tell me more about Lookout Premium and pricing
- How do I cancel Lookout Premium service on MetroPCS?
- How do I get Premium with my EE Clone Phone Fully Loaded offer?
- What features does Lookout Premium offer?
- How do I get a refund for Lookout Premium charged to my T-Mobile bill?
- Why has Premium disappeared from my device?
Anti-Malware Scan
- How do I update the virus definitions for the Antivirus Scan?
- What does Lookout scan?
- Heartbleed Detector FAQ
- What happens when Lookout finds a threat?
- Will Stagefright Detector fix the Stagefright vulnerability?
- Does Lookout protect against Stagefright?
Locate, Scream, Lock & Wipe
- How do I unlock my device?
- Why didn't my Locate complete?
- What will the Wipe feature erase?
- What do I do if my phone is lost or stolen?
- Do Lookout's features work when the phone is off?
- How does the Locate feature work?
Theft Alerts
- How can I contact my carrier if my phone is stolen?
- How do I test Theft Alerts?
- How do I choose which Theft Alerts I want to receive?
- What is Theft Alerts?
- Why don't iOS users get photos in their Theft Alerts emails?
- Why didn't I get a photo or location in my Theft Alert email?
Identity Protection
- How do I upgrade to Premium Plus on iOS?
- How will I know Identity Protection is available for my device?
- How much does Premium Plus cost?
- What is breach report?
- Why does Identity Protection (also known as Premium Plus) cost so much more than regular Lookout Premium?
- How do I delete my personal information I've provided for Identity Protection?
Safe Browsing for Android
- The Safe Browsing VPN is causing connectivity issues. What should I do?
- What is Safe Browsing for Premium accounts?
- What is the key / lock icon?
- Should the Safe Browsing VPN be on at all times?
- Does Safe Browsing increase Lookout's battery usage?
- What if I’m using another VPN?