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Red Protect FAQs

What is Red Protect ?

Red Protect is an App that allows you to set screen time limits, content filters & bed times and also includes antivirus, malware protection and banking protection.
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What are the rules?

Family Rules is a centrally-managed parental control feature that lets you look after your family's well-being by setting screen time limits, blocking access to undesirable websites and locating lost, stolen or misplaced devices.

You can manage Family Rules remotely from the My Red Protect portal.

This means that you can make changes and add or remove restrictions on the fly without having to have the managed devices physically with you.

a) App Control : Manage app access whether to apply time limit, allow or block the use of any particular app. App Control is enabled as part of the Family Rules setup wizard on a child's Android installation. App control is currently available on Android only.

b) Time Limits: Take control of your children's screen time and manage the time they are allowed to spend online. You can:

1. Set the total browsing time per day

2. Set bedtime or blackout period to prevent device use at a specific time frame***

3. Apply different rule set for weekdays and weekends

Time limits is currently available on PC, Android and iOS only.

Note: *** Bedtime device usage prevention is available for Windows only. On Android, it prevents only non-system apps, and on iOS it is only for Safe Browser.

c) Content Filtering: Give your children the freedom to explore the Internet without worries. You can prevent access to undesirable websites based on the content categories. On PCs, Family Rules is enabled for each user (Windows user account) separately. On Android and iOS, content filtering is enabled through the Safe Browser.

Content filtering is currently available on PC, Android and iOS.

d) Finder Locate your child or child's lost stolen or misplaced phone with Finder.

  • Log in to the My Red Protect portal to see the location map.  
  • Locate Android and iOS devices even in silent mode   
  • Red Protect for Android supports remote device lock and wipe if device has been lost or stolen.
  • Finder is currently available on Android and iOS.

Finder is currently availalbe on Android and IOS

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How can I set up Red Protect?

When the customer orders Red Plus they will receive a Red Protect activation email.  This email will contain the customers Red Protect username & password as well as instructions and a link to set up the App. 

Once the app is set up, screen time limits, bed times & content filters can be controlled via the Red Protect portal.

The Red Protect app can be set up on any device the customer wants.  During the set up process the customer can select to set it up on their own device, a child’s
device, or on another adult’s device. If they select a child’s device, they will then be able to control the security settings on the device. 

Note:  Due to Apple restrictions, screen time limits, bed times & content filters are only controlled in the Red Protect app and not on other apps on the
device.  The customer can set up restrictions on the device to further control what apps are accessible on the device.

Customers can set up this service using any of the following:

  • PC
  • MAC
  • IOS
  • SmartphoneAndroid
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Do I need to uninstall my old antivirus first?

You’ll need to remove any other antivirus or security products that may already be installed on your device. Red Protect will automatically detect and remove the most common antivirus and security products during the installation process.

In some cases, you may need to manually remove other antivirus or security products before installing Red Protect. You can do this through program files (Windows), Applications (Mac), Manage Applications (Android) and Tap the app (iOS). If this doesn’t work, then go into your old anti-virus app settings where there may be an un-install option.

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How do I install Red Protect on my Android device?

Before you start installing Red Protect, make sure that:

You have the latest Android version installed.

You have an active “My Red Protect” account. 

You have an Internet connection.

1. On your Android device, open Play Store, and search for Vodafone Red Protect.

2. On the results page, tap Red Protect

3. Tap Install

.4. Once done, tap Open to start the set-up.

5. Tap Accept to accept the terms and conditions. Leave the second box ticked, if you want to allow the app to collect anonymous data to improve the service.

6. Do the following:

a) In the Allow Red Protect to make and manage phone calls? window, tap Allow;

b) In the Allow Red Protect to access photos and media window, tap Allow;

c) In the Allow Red Protect to access device's location? window, tap Allow.

7. Tap Log in, and type in your My Red Protect credentials. If you don’t have a valid Red Protect subscription, tap Create account to create an account.

8. Select Me,[your name] to protect your own device, or select My child to set up a child's device

.9. Tap Continue. The overview of protection features available with your account appear.

10. Tap Finish.

Red Protect is now installed on your device, and your device is protected.

When you log in to your “My Red Protect” account, you can see which devices you have Red Protect installed on.

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How do I install Red Protect on my iPhone and iPad?

On your iOS device, open the App Store, and search for Vodafone Red Protect

On the results page:

  • Tap Red Protect
  • Tap Get or the Cloud icon.
  • Tap Install.
  • Once done, tap Open or to begin the set-up.
  • Tap Accept to accept the terms and conditions.
  • Leave the second box ticked, if you want to allow the app to collect anonymous data to improve the service.
  • Tap Log in, and type in your My Red Protectcredentials. If you don’t have a valid red Protect subscription, tap Create account to create an account.
  • Select Me, [your name] to protect your own device, or select My child to set up a child's device.
  • Tap Continue.
  • Tap Allow in the “Red Protect would like to sendyou notifications" window.
  • Tap Always Allow in the "Allow Red Protect to access your location" window.
  • Tap Finish.
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How do I install Red Protect on my PC?

Before you start installing Red Protect, make sure that:

  • Your Windows is up to date.
  • You have uninstalled incompatible software(s) from another vendor.
  • You are logged on to your computer with administrative rights.
  • You have an active “My Red Protect” account. To create an account, see article How to create an account for My F-Secure?
  • You have an Internet connection.Note: These steps are to install Red Protect onto the computer you are  currently using.

1. Log in to the Red Protect portal with your account username and password.

2. Once logged in, click/tap Add device. The Whose device do you want to protect? window appears.

3. Make sure My device is selected, and click/tap Continue. The Choose device type window appears.

4. Make sure This computer is selected, and click Download for Windows.

5. Depending on your browser:

• The installer file downloads automatically; or

• You are asked to save the file. If prompted, click Save File.

6. Press Ctrl+J on your keyboard to open the download folder and find the file.

7. Click on the installer file (for example, RedProtect-Network-Installer_xxxxxxxxxxxxx_.exe) to run the installer. If the User Account Control window appears, click Yes. Set-up takes place.

8. Click Continue when you see "Welcome to Red Protect".

9. Click Accept and install to start the installation. If you want to contribute anonymous security data to F-Secures Security Cloud, leave the box ticked.

The installation takes a minute or so, and once installed, your computer is protected.

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How do I install Red Protect on my Mac?

Before you start installing Red Protect, make sure that:

•       Your Mac OS is up to date.

•       You have uninstalled incompatible software(s) from another vendor.

•       You are logged on to your computer with administrative rights.

•       You have an active My Red Protect account.

•       You have an Internet connection.

Note: These steps are to install Red Protect onto the computer you are currently using.

1.       Log in to My Red Protect with your account username and password.

2.       Once logged in, click/tap Add device. The Whose device do you want to protect? window appears.

3.       Make sure My device is selected, and click/tap Continue. The Choose device type window appears.

4.       Make sure This computer is selected, and click Download for Mac.

5.       Depending on your browser:

1.       The installer file downloads automatically; or

2.       You are asked to save the file. If prompted, click Save File.

6.       When the download is done, open your download folder and run the installer. The setup wizard appears.

7.       On the Install Red Protect Introduction page, click Continue.

8.       Select for whom you'd like to install Red Protect, and click Continue.

9.       On the Installation Type page, click Install. You may be required to enter your administrator password. Type in your administrator password and click Install software.

10.   On the Activate window, click Continue to activate. Type in your administrator password again to allow Red Protect to make some changes.

11.   Red Protect prompts you to install Browsing Protection. Select your internet browser from the drop down menu, and click Install now.

As the installation process may vary from browser to browser, follow the instructions on the screen to complete the Browsing Protection installation

 

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How do I protect my other devices with Red Protect?

Before you can start protecting your devices with Red Protect, make sure
that:

  • You have an active Red Protect account.
  • You have an Internet connection.
  • With your Red Protect subscription, you can also protect your other desktop and mobile devices by either sending an installation link via email or an SMS.

To protect your other devices:

1. Log in to My Red Protect with your account username and password

2.  Once logged in, click/tap Add device. The Whose device do you want to protect? window appears.

3. Make sure My device is selected, and click/tap Continue. The Choose device type window appears.

4. Select either Another computer, Tablet, or Phone, depending on the device you want to protect, and click/tap Continue.

5. Select either Send by email or Send by SMS, enter the email address or the phone number, and click/tap Send to send the Red Protect installation link to the desired device.

6. Follow the instructions in the message to install Red Protect.

On the device you want to protect:

7. Click/tap on the link in the SMS message, or click/tap on the Install Now button in the email. Red Protect detects the type of device automatically.

8. Select the device type, and click/tap Continue. For mobile devices, the Google Play Store or the App Store opens. For the
PC/Mac, the installer downloads onto your computer.

 

Depending on the device you want to install Red Protect on, theinstallation procedure may vary slightly.

 

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How can I limit the time my child spends on the device using Family Rules?

You can limit the time your child can use the device in two ways: Device use limits and Bedtime.Note:

Time limits rules apply to:

 

• Android: all apps except preinstalled ones

• iPhone and iPad: web browsing with SAFE

• Windows: all use of the device1.

 

1. Log in to the My Red Protect portal with your account username and password.

2. Go to the SAFE tab on the top navigation bar.

3. Click/tap on the user, and then select the corresponding device.

4. Click/tap on Family Rules.

5. Go to the Time limits tab, and slide the slider to the right to activate the feature.

6. To set daily device use limits, click/tap the Device use limits Edit button.

7. Slide the sliders to the desired time length for weekdays and weekends, and click/tap Save to apply.

8. To prevent all use of the device at a specific time frame, click/tap the Bedtime Edit button.

9. Slide the relevant sliders to the right to activate, and set the desired time frame. Click/tap Save to apply.

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If I'm a parent with 4 new connections on Red+ how many licences will I get for Red Protect?

They will get 4 licences, one per Red Plus subscription - One licence per device.
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When agents are in the portal, what fields are prepopulated?  Does the customer know their details are being passed to F-secure?

The name and email Address are prepopulated. No other fields will be filled out.
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Does the parent have seperate logins for the Red Protect portal?

The customer will have only one log in, all additional Red Protect licences purchased will be added to the existing log in.
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How can I block web pages by their content using Family Rules?

Activate Content Filtering in Family Rules by following the steps below.

1. Log in to the My Red Protect portal with your account username and password.

2. Go to the SAFE tab on the top navigation bar.

3. Click/tap on the user, and then select the corresponding device.

4. Click/tap on Family Rules.

5. Go to the Content filtering tab, and slide the slider to the right to activate the feature

.6. Click/tap on the Edit icon.

7. Select the checkboxes next to the content categories you wish to block for this user and device.

8. Click/tap Save to apply. Now if the user tries to access a website with unsuitable content, the browser will block it.

 

Note: Content filtering is enabled on the Safe Browser on Android and iOS.

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What if Family Rules is blocking a website your child wants to use?

If Family Rules is blocking a website that you are happy for your child to view this will be because you're blocking a particular category that the website falls into.

If you find you've blocked access to a category, you can add change the settings in your Red Protect account.

To change your child’s Family Rules settings, follow the simple steps below:

• Login to your My Red Protect account

• Select your child’s profile

• Select your child’s device

• Select Family Rules

• Choose Content Filtering and deselect the category that the website falls into

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Will the App work over WiFi?

Smartphones will work on mobile and WiFi networks with the Red+ plan
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Can I transfer my licence from one device to another?

Yes, you can do this. You can transfer from PC to Smartphone and vice versa

The customer can do this by logging into the Red Protect Portal 

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What is the HERO Handset?

The HERO handset for Red Protect refers to Android
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How can I reset a forgotten My Red Protect Password?

  • On the My Red Protect login page, click the Forgot your password link.
  • Type in your email address, and click Send. We will send you an email with a link to reset your password. If you can't find this email in your inbox, check your spam or junk mail folder.
  • Click on the link in the email or copy it to your web browser's address field.
  • Type in your new password and click on Reset. The new password is immediately taken into use.
  • Go back to the My Red Protect login page, enter your new credentials and log in.

 

Note: If your browser remembers your password and takes you to your My Red Protect account automatically, log out of My Red Protect and repeat step 1.

Note: The password reset link in the email expires in two hours.

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What can I do in the My Red Portal account?

  • You can add, remove and manage your family’s devices in your Red Protect account.
  • If you phone is lost or stolen, you can use the Finder feature to locate the relevant device.
  • If you want to modify the Family Rules for your child, you can modify their profile.
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How do I remove a family member or a friend from My Red group?

• Log in to the “My Red Protect” portal

• On the My Red Protect page, click on a sub-user that you want to remove from your My Red Protect group. The sub-user is now selected and is in the centre

.• Click on the sub-user again to bring up a window with the sub-user's basic details

.• Click the Remove from My Red Protect group link. The Remove from group window appears

.• Click Remove.

 

 Note: If you remove a sub-user, this sub-user will no longer be protected.

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What are the system requirements for Red Protect?

You need an active Internet connection to validate your subscription and receive updates. JavaScript must be enabled in your browser settings to enable active block pages.

Windows

•       Supported platform: Windows 10, 8.1, and 7 (SP1). ARM-based tablets are not supported.

•       Processor: Intel Pentium 4 or higher

•       Memory requirements: 1GB or more

•       Disk space: 1.2GB free disk space

•       JavaScript must be enabled in the user's browser settings to enable active block pages.

 

Mac

•    Supported platform: macOS 10.13 (High Sierra), macOS 10.12 (Sierra), OS X 10.11 (El Capitan)

•    Processor: Intel

•    Memory requirements: 1GB or more

•    Disk space: 250MB free disk space

 

Smartphones and tablets

•       Android 5.0 or later with 70MB of free disk space

•       iOS 10 or later with 10MB of free disk space

 

 

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How do I know that I have the latest updates?

Automatic updates are turned on as soon as you install the Red Protect software.

When your computer is connected to the Internet, the Red Protect product checks for new updates every two hours and downloads the daily updates automatically.

The entire update package is quite large, and the download time depends on the speed of your Internet connection.

If your computer has not been turned on in the last seven days, the entire update package will be downloaded and installed, and this takes longer than the normal daily updates.

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How do I release a Red Protect licence using the Red Protect portal?

1. Log in to the My Red Protect portal

2. On the My Red Protect page, select a member that you want to release a license from.

3. Underneath the member, you see a list of protected devices. Click on a device that you want to release a license from. This brings up a window with basic details about that device.

4. Click Release license. This frees up a license that you can now use on another device.

 

Note: Removing a license from a device does not uninstall Red Protect from that device. To uninstall Red, Protect, you have to do it manually from the device.

 

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How do I share my subscription with a family member or friend?

You can share your subscription with a friend or family member (sub-user) by inviting them into your My Red Protect group. This allows them to protect their devices using your available licenses. You can add up to 8 sub-users to your subscription

.1. Log in to My Red Protect with your account username and password.

2. Once logged in, click/tap Add device. The Whose device do you want to protect? window appears.

3. Select Someone else's device, and click/tap Continue. The Invite a person window appears.

4. Fill in your name and email address in the relevant fields, and click/tap Send invitation. The person you add will receive an invitation email that allows them to protect their devices using your licenses.

My Red Protect members won't see the devices of other members. Only you can see all devices in your My Red Protect portal

.Note: When you invite a family member or a friend to your My Red Protect group, they will have access to the licenses that you have, but they will only be able to manage the licenses under their account. You, as the organizer (main user), may release licenses if you wish to free them up.

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What do I do when Red Protect detects a virus?

When Virus protection is turned on, it scans your computer for malware automatically without asking you any questions. By default, the product handles malware immediately as soon as it finds them so that they can cause no harm.
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What is Banking Protection and how does it work?

Banking Protection adds another layer of security when banking online and/or carrying out online money transactions

.When using Banking Protection, every website you enter is checked by querying our Security Cloud. By carrying out this check, Banking Protection gets the information whether the site is listed as one of our trusted banking sites or not. If it is, a notification is shown indicating that you are entering an online banking site secured with https, and that Banking Protection deems the site safe for you to use.

When you start your next online banking session, Banking Protection automatically gets activated again.

 

Note: On the PC, Banking Protection offers an elevated level of security. Once you have started an online banking session and Banking Protection mode has been activated, Banking Protection disconnects all untrusted applications from the Internet and prevents them from reconnecting while on a trusted banking site. Blocking connections prevents hijacking of your banking sessions keeping your money safe. You can also only access websites that are considered safe during a banking session, otherwise they get blocked.

Note: To benefit from the Banking Protection feature on Android devices, SAFE browser needs to be in use.

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How do I use Browsing Protection?

Browsing Protection is a browser extension/add-on that is part of the Red Protect software package that you purchase. The extension is currently available for Internet Explorer, Firefox, Chrome, and Safari. The extension is automatically installed when you install Red Protect on your computer, and for most web browsers, the Browsing Protection extension needs to be enabled separately when you open up your selected browser for the first time.

With the extension enabled in your browser, Browsing Protection (known as Safe Browsing on mobile devices) ensures safe browsing and safe internet banking by supporting both encrypted (HTTPS), as well as non-encrypted (HTTP) traffic.

Browsing Protection also blocks harmful and suspicious websites to ensure the safety of your computer and personal data. For example, unwanted web pages can be blocked with a "block page" notification. It also adds a reputation rating icon before each link on your search result page by enforcing safe search mode for search engines, also if HTTPS is used. This helps you avoid harmful and suspicious websites even before clicking on them. This feature is available for Google, Yahoo and Bing! search engines.

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Browsing Protection is blocking a website I want to view

If a website, you want to view is blocked you have the option to add it into a list of sites you trust. Only add it if you know it to be safe.

To view the list of Trusted Sites follow the simple steps below:

• Open your Red Protect app

• Select Browsing Protection

• Select the link Trusted sites

• You can then add or remove sites from this list

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How do I set up a FSDIAG File?

In any situation where there is a technical fault with the service it’s a good idea to get the customer to run the FSDIAG and attach to any ticket that is opened to F-Secure support. It runs for Windows and MAC only:

 

How to run for Windows:

https://community.f-secure.com/t5/Common-topics/How-do-I-create-an-FSDIAG-file/ta-p/18190

 

How to run for MAC

:https://community.f-secure.com/t5/Common-topics/How-do-I-create-an-FSDIAG-file/ta-p/18190

 

In any case, if our support agents need it, they will request from Vodafone so better to ask the customer to provide first time.

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Will the customer be notified with the latest updates? 

The home screen, green tick and “all security features are up to date” indicates that latest updates are installed.

A customer can also click on “tools” and then “check for virus updates” to see latest status.

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Can you whitelist/blacklist specific sites? E.g. Both are on social media sites?

Yes, this can be done. Go into “tools”. Then “allowed and denied web sites”. Then you you can click on “allowed” or “denied” tabs and enter the website you want to block or allow.

How-ever it’s only possible if the parent has set F-Secure up on a PC or MAC. The whitelisting functionality doesn’t appear to be available on Android yet.

The matrix below is quite detailed but may be useful as it shows which parental control features are available on which platforms.

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Is Red protect the same as Secure Net?

No, Secure Net is a seperate product. Red Protect is only available with Red Plus
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Does Red Protect lock Apps?

Red Protect will allow you to lock certain Apps, however the ability for Red Protect to control what Apps are installed on the device is only available on Android devices.
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Red Protect Issues

Red Protect Portal

The Red Protect Portal is where customers can log in and manage their Red Protect account. A customer can log in through the link below: 

https://safeavenue.f-secure.com/iframe/-sso/vodafone_ireland/

Tech Support have an F-Secure care portal for any issues a customer might have with Red Protect.

Please contact Tech support for any further issues the customer has with their Red Protect account/portal.

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I havent received my Red Protect welcome email

This can be re sent via the Red Protect operator portal (Contact Tech Support).  Please check that you have the correct email address for the customer.
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My Filters didn't work

A case will need to be submitted on the Red Protect operator portal. See operator portal brief. 

Please note, agents will need to take ownership of the case and track and respond to updates and keep the customer informed

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Escalation process if the cases are 

The account holder is responsible for the bill and numbers which are added to the account.

There is one bill and one Direct Debit. It is not possible to have seperate billing details for each number under the one account. 

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