NQ Mobile Security
Frequently Asked Questions (FAQs)
for Android
Introducing Mobile Security
NQ Mobile Security protect s your mobile device against viruses and malware, while keeping your
syst em running at optimum speed.
Key Features
Mobile Security offers:
● Mobile Security – Our unique cloud-based solut ion prevent s malware, viruses, spyware,
Trojans, and more. It scans every application you download in real-t ime to prevent hacking
and phishing.
● Pri vacy Protecti on – Prevents applicat ions from accessing your privat e informat ion. It
protect s your personal and financial dat a wit h anti-hacking and ant i-eavesdropping feat ures.
● Anti -Theft Protecti on – Remot ely locat es and alarms your phone when your report it
missing. It allows you to remot ely lock or wipe any informat ion on your lost phone so your
dat a remains safe, even if your device is gone for good.
● B acku p and Restore Features – Safely and seamlessly st ores your contact s so you can
remot ely access t hem--anytime , anywhere.
● Devi ce Management an d System O ptimization – Helps you manage dat a usage so you don’t
go over your plan’s limit s. It also opt imizes your system’s performance with one click.
Download and Installation Questions
How do I download Mobile Security?
You can download NQ Mobile Securit y using your phone or your PC. Here’s how:
For An droi d users:
Download NQ Mobile Security on Google Pl ay (formerly the An droi d Market)
htt ps://play.google.com/store/apps/det ails?id=com.nqmobile.antivirus20&hl=en.
at
To download NQ Mobile Securit y on your PC, go t o: http://www.NQ.com
Your download speed depends on your dat a plan and net work connect ion.
Ti p: Make sure you don’t have other apps inst alled that perform similar funct ions. They oft en conflict
wit h Mobile Security and cause performance issues.
Why can’t I download NQ Mobile Security?
If you’re having trouble downloading NQ Mobile Securit y, check:
● The free space on your device: The lat est NQ Mobile Security application requires about 3M
to inst all.
● Your net work connection.
Why won’t NQ Mobile Security install on my phone?
If you’re having t rouble installing NQ Mobile Securit y on your phone, make sure you downloaded t he
right inst allation package for your device. If it’s correct, try reinstalling t he app.
Comment [1]: Pls. doublecheck my links.
Sav age, Michelle
If you’re st ill having t rouble, cont act us at customersupport @nq.com. Be sure t o t ell us what error
messages you received and what kind of device you’re using.
If you don’t have the right inst allat ion package for your phone, visit our websit e (www.nq.com) to find
the correct one. To request support for a new platform or device, cont act us at
cust omersupport @nq.com.
Why can’t I open NQ Mobile Security?
If you can’t open NQ Mobile Securit y (but can see t he app’s icon on your phone), check the following:
●
Do you have enough memory or free space on your device? (You need about 2.9MB to run
NQ Mobile Securit y.)
●
Do you have similar apps inst alled? (You might need to remove them to use NQ Mobile
Security.)
If you answered No to both quest ions:
1.
Remove the current NQ Mobile Security applicat ion.
2.
Download/install NQ Mobile Securit y again.
If you don’t see t he app icon on your phone, please reinst all the lat est version of NQ Mobile Securit y.
Subscription Details
How much does it cost to upgrade to a Premium subscription?
The Premium cost varies, based on your region. Our system will t ell you the price during t he upgrade
process.
How do I upgrade my subscription to Premium?
You can upgrade t o Premium from your P C or mobile device.
To upgrade t o Premium from your P C, go t o t he Payment s page. Choose a mont hly, quart erly or yearly
premium subscription opt ion and follow t he inst ruct ions.
Aft er you complet e your upgrade, you’ll need t o activate your Premium subscript ion. Here’s how:
1. Open NQ Mobile Secu rity.
2. Go t o Premium Zone > Upgrade to Premium
3. Click Yes and follow the st eps to complete your act ivat ion.
Why can’t I upgrade to a Premium subscription?
If your upgrade isn’t working, check your net work connection. If you suspect that your connection is
unst able, move t o a place wit h a stronger signal or swit ch to a st ronger, more stable Internet access
point.
Here’s how t o change your access point:
1. Enter t he applicat ion
2. Click Menu > Settings > Wireless & Network > Access Point.
If you’re st ill having t rouble wit h your upgrade, contact NQ Mobile at cust omersupport @nq.com Be
sure t o share any error messages you received and tell us t he type of device you’re using.
Why do some features not work after upgrading?
You should have access t o all of your NQ Mobile Security feat ures aft er you upgrade (and more). If
you don’t have full access, cont act NQ Mobile at customersupport @nq.com Be sure t o tell us:
● Any relat ed error messages you received
● Your NQ Mobile Account ID or your phone’s IMEI code
How do I know what my account ID is?
1.
2.
3.
Open NQMobile Securit y on your device.
Tap Upgrade to Premium / Premium Zone > Premium Benefits > Account
You’ll see your account ID
How do I know what my phone’s IMEI code is?
You IMEI code is a 15-digit serial number t hat is unique to your phone. Type *#06# on your phone to
see your IMEI code.
Virus/Malware Questions
How do I scan for viruses?
To scan your phone for viruses:
1. Open NQ Mobile Secu rity.
2. Go t o Anti-vi rus.
3. Click t he Scan Type to run.
Why does scanning take so long or freeze halfway through?
If your device t akes a long t ime t o scan or freezes in t he middle of a scan, here’s what to do:
● Check that you have sufficient space on your phone. Scanning requires free space to run
properly.
● Make sure you don’t have other apps installed t hat perform similar funct ions. They often
conflict wit h NQ Mobile Securit y and cause performance issues.
● Check t o see if t he scan always freezes while scanning t he same file. If it does, try manually
removing t hat file and scanning again
How do I set up a scheduled scan?
1.
2.
3.
Open NQ Mobile Secu rity.
Go t o Menu > Settings > Anti-vi rus >Regular Scan.
Set t he scan schedule. NQ recommends scanning once every 7-15 days.
Does NQ Mobile Security scan compresses (zip and rar) files?
NQ Mobile Security saves battery power by not scanning compressed files. However, if you
decompress t hese files, we’ll scan t hem with real-time protect ion immediat ely.
What should I do if my phone has a virus that NQ Mobile Security
cannot detect?
NQ updat es it s virus dat abase cont inuously t o make sure you’re prot ect ed from t he lat est emerging
threat s. If you suspect that your phone has a new virus or malicious file, please send it t o us by email at
mailto:cust omersupport @nq.com. W e’ll have our securit y expert s analyze t he file and let you know if
it
t urns
out
to
be
malicious.
We’ll
get back t o you if there is any result.
Is my phone safe if scanning doesn’t detect anything?
Scanning wit h an updat ed NQ Mobile virus dat abase keeps your device safe from all known viruses
and malware.
What is Virus Broadcast?
Virus Broadcast brings you information about t he latest threat s as they’re discovered. This doesn’t
mean t hat your phone is infect ed wit h these files—it just means you’re protect ed from them.
Updating Questions
How do I update my virus database?
To updat e your virus dat abase:
1.
2.
3.
Open NQ Mobile Secu rity.
Tap Anti-vi rus.
Tap Update Database.
What should I do if my virus database doesn’t update?
If your virus dat abase isn’t updat ing, check your net work connect ion. If you suspect t hat your
connection is unst able, move t o a place wit h a st ronger signal or switch t o a stronger, more st able
Int ernet access point. Here’s how to change your access point :
1. Enter t he applicat ion
2. Click Menu > Settings > Wireless & Network > Access Point.
If you’re st ill having t rouble updat ing your virus dat abase, contact NQ Mobile at
cust omersupport @nq.com Be sure t o share any error messages you received and t ell us t he t ype of
device you’re using.
How often should I update my virus database?
It ’s import ant t o keep your virus dat abase updat ed t o maint ain the highest level of prot ection. Users
wit h a Premium subscription get automatic updat es. For ot her users, NQ Mobile recommends updat ing
daily.
How do I set up Auto-update for my virus database?
Upgrade to a Premium subscript ion to get automatic updates, as well as other great Premium feat ures,
such as:
● Ant i-t heft/Anti-loss
● Ant i-eavesdropping
● Financial dat a prot ection.
How much does it cost to update my virus database?
Premium members get aut omatic virus dat abase updat es for free. Basic members pay for updat es based
on local subscript ion agreement s.
Questions about the Anti-theft Feature
What does the Anti-theft/Anti-loss feature do?
Ant i-t heft/Anti-loss gives you remot e (SMS) commands that you can send t o your phone t o help
protect against financial losses and privacy leaks if your phone is lost or st olen. You can use t he Ant itheft/Ant i-loss feat ure to track down your phone, make it sound an alarm, or wipe all of your personal
dat a off of it.
What is my reporting number?
If your phone is st olen, t he t hief might try t o insert a new SIM card and use it with a new number.
Whenever your phone’s SIM card is swapped, the Anti-theft feat ure sends an alert message t o your
report ing number wit h your phone’s new number.
Ti p: Be sure to use a good friend or family member’s number as your reporting number.
How do I set up my reporting number?
You should receive a notification about setting up your reporting number t he first t ime you open the
Anti -theft feat ure.
If you want t o set up your reporting number lat er, enable the Anti-theft feat ure anyway. It’ll prompt
you t o set up your Anti-theft password and your reporting number so you don’t forget.
How do I change my reporting number?
You can change your report ing number in the Anti-theft sett ings.
How does Anti-theft work if my phone is lost or stolen?
NQ Mobile Securit y allows you t o sound an alarm, locat e and lock your phone, and delete dat a
remot ely if your phone is lost for good. Anti-theft uses remot e (SM S) commands t hat you can send t o
your phone. However, t hese commands work only if Anti-theft is already enabled, so make sure you
t urn it on.
If your phone’s SIM card is swapped, Anti-theft st ill offers protect ion. Just be sure t o send t he
commands t o the phone’s new phone number. Remember, your phone’s new number should be sent to
your reporting number.
What remote SMS commands can I use? How do I send remote
commands?
Ant i-t heft includes t he following remot e (SM S) commands:
Comman d (Send this command Details
to your ph one)
Locate*Ant i-theft password*
Your phone will send you a t ext message wit h a link t o it s current
locat ion.
Lock*Ant i-t heft password*
Locks your phone until t he Ant i-t heft password is used.
Delet e*Anti-theft password*
Delet es privat e info on your phone, including cont act s, messages,
pict ures, videos, and more.
Alarm*Anti-theft password*
Forces your phone to sound an alarm that rings for one minut e or
unt il your Anti-theft password is ent ered.
Ti p: Your phone must be t urned on for these commands t o work.
How do I change my Anti-theft password?
To reset your Anti-theft password:
1. Open Mobile Security.
2. Go t o t he Anti-theft settings.
3. Change your password. You’ll need your current password t o do this.
How do I reset my Anti-theft password?
Sen d a SM S command reset * t o t he lost phone. You will receive an auto-assigned password on the
report ing/t rust phone lat er. If you forget bot h t he original password on the lost phone and the report ing
phone number, you have t o reinstall t he app t o set t he new ant i-theft password.
I forgot my reporting number, how to get it back?
If you lost your report ing number and your phone is NOT lost, it’s easy t o find t he reporting number.
Here’s how:
1. Open NQ Mobile Secu rity.
2. Go t o t he Anti-theft settings.
3. Check your report ing number.
Tip: Be sure t o set a phone number you can easily remember, and t ell the owner of reporting phone
number that you used t his number.
If you lost your report ing number and your phone IS lost,
1. Remotely send the “delete your dat a” command under your Anti-theft Premium feat ures list.
This will delet e all your important and privat e informat ion immediat ely.
Why isn’t my location accurate?
The application assesses t he location through bot h GP S and cell phone tower output (Google Maps).
GP S accuracy is affect ed by a number of factors, such as sat ellite positions, and is typically “off” by
500 -1000 met ers.
Questions about the Privacy Advisor feature
What
is
Privacy
Advisor?
Privacy Advisor includes our anti-eavesdropping and Privacy Report feat ures:
●
Ant i-eavesdropping prot ect s your calls from eavesdroppers.
●
Privacy Report gives you a comprehensive report of which apps have permission t o access the
various areas of your device, and instruct s you t o uninst all t hem if t hey’re suspicious. You can
choose t o uninst all or not—we just provide recommendat ions.
Questions about Contacts Backup
How do I back up my contacts?
To access the Backup Contact s funct ion, creat e a new NQ space account or input an exist ing NQ space
account and t hen back up your exist ing contact s.
Ti p: You can also check t he backup cont act s by visit ing NQ space from your P C or mobile device at
htt p://i.nq.com
Why did I fail to create a user name?
If you t hink the error was due t o the unst able net work, please access the application later and t ry to set
up t he account again when a more stable net work is available. Your user name is your email address.
How do I recover my forgotten user name?
If you forget your user name, you’ll need t o reset your user name and password, and t hen back up your
cont act s again.
How do I recover my forgotten password?
To retrieve your password:
1. Enter NQ Mobile Securit y.
2. Click C ontacts backup log in---Forgotten password.
3. Enter your user name (an email address t hat you entered before) and security passcode
4. W e’ll send a message t o your mail box. Click the link t o reset your password. If you’re using
your phone number, please check your SM S verification code.
Why wasn’t I able to back up andrestore my contacts?
If you weren’t able t o back up your cont act s, sure you have a good Internet connect ion and t hat you
ent ered t he right user name and password. Also, not enough free space could also contribut e t o the
backup/rest ore failure.
Can I restore my contacts after switching to a new phone?
Yes. Please inst all NQ Mobile Securit y on your new phone and restore your cont act s by ent ering your
exist ing user name and password.
Firewall Questions
What does a firewall do?
NQ Mobile Securit y prot ects your devices against malware while you connect t o t he Int ernet.
How do I allow or block my apps’ connection to the Internet?
1.
2.
3.
4.
Open t he NQ Mobile Securit y app.
Tap Network Manager.
Tap Fi rewall.
To find an app, click the icon behind the app name.
Why is the Internet site I visited blocked?
If you were blocked by t he firewall when trying t o access an Internet sit e t hrough an applicat ion, it’s
possible that t he program is set t o deny access t o t he Int ernet. To solve t his problem, you can change
the applicat ion’s settings to enable Int ernet access. Here’s how:
1. Open t he NQ Mobile Securit y app.
2. Tap Network Manager.
3. Tap Fi rewall.
4. To find an app, click the icon behind the app name.
Network Manager Questions
Why does my Network Manager show different traffic usage data
from my phone bill?
Your Net work Manager might be inconsist ent wit h your phone bill for one of these reasons:
● Your mobile phone provider calculat ed t he mont hly dat a consumption based on a different
cycle t ime.
● The syst em t ime of your cell phone is different from a st andard one.
To solve this problem, here’s what to do:
1. Calibrate your used traffic.
2. Set up t he traffic renewal dat e.
Note: Our Net work Manager displays records from t he lat est 3-mont h period.
Why does the traffic manager show 00mb?
The net work manager monit ors dat a usage from your carrier’s dat a net work, such as 3G. If you only
used W i-Fi, t he traffic manager will show 00mb.
Questions about Uninstalling NQ Mobile Security
How do I uninstall NQ Mobile Security?
Directly remove it from your device menu or find the application:
Menu > Settings > Appli cations > Manage applicati ons.
Why can’t I remove the application from my phone?
W e’d love t o hear your feedback on why you decided t o uninst all our applicat ion. Your feedback is
ext remely import ant to us t o make fut ure improvement s. Please email your feedback t o
cust omersupport @nq.com
This failure may be due t o incomplet e inst allat ion of the application. Try to reinst all t he application to
replace the current one, and then remove it again from your phone.
Other Questions
Why is my phone slow?
The most probable causes are:
1. You have insufficient memory. W e strongly recommended t hat you remove/close applications
that you don’t use oft en t o free up your phone’s memory space. T his will help improve your
phone’s performance.
2. Your phone is infect ed by malware, such as viruses or Trojans. Please install the lat est NQ
Mobile Securit y application, updat e the virus dat abase, and run a f ull scan of t he phone t o
remove any pot ential mobile t hreat.
What should I do if I can’t find a compatible version for my phone?
Thank you for your int erest in NQ Mobile product s. Please send us a not e with your phone’s model and
the applicat ion you’d like t o inst all at cust omersupport @nq.com W e’ll share your request wit h our
product development team and make our best effort t o release a version for your phone in the near
fut ure.
Do I have to pay for Premium service again if I change to a new
phone?
If you swit ch t o a new phone and download the NQ Mobile Securit y application on t he phone, the
syst em will generate a new NQ Mobile Securit y account ID and ask you t o pay for the Premium
service again. To continue enjoying your paid service on your new device without addit ional charges,
please cont act us at cust omeraupport @nq.com and provide t he following informat ion:
● Your old phone IMEI code:
● Your new phone IMEI code:
W e’ll transfer your Premium service from your old device t o your new one.
Note: You IMEI code is a 15-digit serial number unique t o your phone. Type *#06# on your phone and
you’ll see your IMEI code.