Learn how to troubleshoot issues with the AT&T ActiveArmor mobile security app. Steps may vary by phone manufacturer.

App isn’t working or can’t access it

Try these steps to fix an issue with the AT&T ActiveArmor® app:

  1. Go to your app store to make sure you have the latest version of the ActiveArmor app.
  2. Check your phone settings to make sure your operating system (OS) is up to date. Install any available updates. For detailed steps on how to check, go to Device help center.
  3. Uninstall and reinstall the app.
  4. Restart your phone after the app is reinstalled.
  5. Turn off Wi-Fi®.
  6. Open the app.

App still not working? Call us at 611 or 800.331.0500.

Billed through AT&T

You can manage your ActiveArmor advanced mobile security subscription in the ActiveArmor app or the AT&T app.

ActiveArmor app

  1. Open the ActiveArmor app.
  2. Go to Settings.
  3. Tap Subscription and follow the prompts to upgrade or downgrade.

AT&T app

  1. Open the AT&T app.
  2. Tap on Services, then select your phone number.
  3. Select AT&T ActiveArmor under Active add-ons.
  4. Follow the prompts to upgrade to advanced or downgrade to the free mobile security service.

Billed through your app provider

You can manage your subscription in your app account profile.

Important info

  • Keep network call protection turned on. Turning it off removes all protection against known fraud calls. You may get more spam, and you won’t get call labels or alerts for suspected spam or fraud calls.
  • If you downgrade, deactivate, or uninstall the app from your phone, you must complete all steps to stop billing. For details, go to Remove AT&T ActiveArmor and your personal data.

Spam calls are still getting through

Spam call blocking isn’t turned on automatically. Turn it on in the Calls tab of the app. Plus, you can view your call log and report callers there. You can change these settings at any time. Learn about the other free mobile security features

Keep in mind, the app may not detect all threats and may inadvertently block wanted calls. You can adjust the settings in app.

Why are my call logs missing or delayed?

If you can’t see recent call activity or other data doesn’t appear in the app right away, the app may still be syncing. While we strive to display info in real-time, some updates may take longer to appear.

You can check back later or try to force the sync by following these steps:

  1. Sign out of the app.
  2. Turn Wi-Fi® off.
  3. Reopen the app using the AT&T cellular network only.
  4. Check again for updated activity.

Safe Browsing stopped working

If another VPN or DNS profile is turned on for your phone, Safe Browsing1, 2 may be paused. To fix it:

  1. Go to the network settings for your phone.
  2. Check if your VPN profile is active and ActiveArmor is listed. If it’s not, you’ll need to turn it on in the Internet tab of the ActiveArmor app.

iPhone battery draining too fast

The iOS® battery usage chart may make it look like ActiveArmor app is using more battery than it is. The app runs in the background to help protect you from online threats. Battery usage can vary and may change during the day.

If your iPhone battery is draining quickly, Apple has created an article with tips to help improve battery life. Check Apple support to learn more.

Device Theft Alert for Android

If you’re expecting a Device Theft Alert1 email but don’t get one, try these tips:

  • Check your spam or junk folders.
  • Make sure your email displays images.
  • Open the email on a desktop browser.

Keep in mind, a photo may not be included if the lighting is poor, or the phone turns off too quickly. If another trigger is detected, you may get another alert.

See all important details

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Last updated: June 15, 2026

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