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MetroBACKUP FAQs

View the MetroGUARD FAQs here.


Metro Total Protection Overview

 

Metro Total Protection app (MetroBACKUP features)

 


Using the Metro Total Protection app sync and restore features

 


Troubleshooting

 

 

 

Metro Total Protection Overview


What is Metro Total Protection?

Metro Total Protection is the combination of MetroGUARD + MetroBACKUP .

 

MetroGUARD protects your phone from loss, theft, damage (even water damage) and malfunction after manufacturer’s warranty has ended. Now, with the Metro Total Protection app, MetroGUARD subscribers will be able to locate and lock your phone, sound an alarm, or wipe your contacts.

 

MetroGUARD related features of the Metro Total Protection app:

  • Sound an alarm on a misplaced phone, even if the ringer is off.
  • Locate a lost phone on a map, getting turn-by-turn directions.
  • Lock a lost or stolen phone to ensure your privacy.
  • Remotely erase contacts from a lost or stolen phone.

MetroBACKUP is a simple, set-it-and-forget-it solution that protects your valuable contact information. It's secure, automatic and wireless so you never have to plug in your phone to sync and you'll never have to deal with the hassle of re-keying in your contacts one at a time again.

 

MetroBACKUP related features of the Metro Total Protection app include:

  • Sync contacts wirelessly to your phone.
  • Manage your contacts on the web.
  • Restore Contacts to your new phone.

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How do I sign up for Metro Total Protection ?

MetroGUARD is only available on the day you activate service or upgrade your phone. To add MetroGUARD, visit a MetroPCS store or call 1-888-8metro8. Once you sign up for MetroGUARD, download the Metro Total Protection app and create your account. MetroBACKUP can be added during the install or any time after for just $1.00 per month.

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What is Metro Total Protection app?

Metro Total Protection is one powerful app for MetroGUARD and MetroBACKUP subscribers. The MetroGUARD related features include Locate, Alarm, Lock, and Erase Contacts. The MetroBACKUP related features include synch contacts, manage contacts on the Web, and restore contacts.

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If I’m already a MetroBACKUP subscriber, do I need to download the Metro Total Protection app?

No, but it is recommended if you want to get the latest app updates.

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Metro Total Protection app (MetroBACKUP features)


How do I get the Metro Total Protection app?

To download the Metro Total Protection app:

  • Click here then select your phone type.
  • Enter your mobile number to receive an application download link.
  • Click the link to download the application.
  • Install the app and create your account.

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Will the Metro Total Protection app work on my phone?

The Metro Total Protection app is available for all MetroPCS phones; however, the Locate, Alarm, Lock and Erase Contact features are only available on BlackBerry®, Windows Mobile and Android phones; for a full list of eligible phones, click here.  The Sync, Manage and Restore Contacts features of the app are available to all MetroBACKUP subscribers and works on all MetroPCS devices.

MetroPCS is working on providing this additional functionality for other phones. Please come back often for an updated list of phones eligible for the MetroGUARD features of the Metro Total Protection app.

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How do I get access to Locate, Alarm, Lock, and Erase Contacts features?

Those features are available only to MetroGUARD subscribers. Learn More.

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Can I get the Metro Total Protection app if I am not a MetroGUARD subscriber

You must be enrolled in MetroGUARD to have access to the Locate, Alarm, Lock, and Erase Contacts features. Any MetroPCS subscribers with a supported phone may purchase automatic, wireless contact backup for just $1.00 per month.

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Using the Metro Total Protection app sync and restore features


How do I back up my contacts?

There are three ways to back up your contacts:



Automatic Sync

The Metro Total Protection app will automatically back up your contacts based on your automatic sync settings.

Manual Sync from the phone

You may launch the Metro Total Protection app and sync your contacts by pressing the Sync Contacts button on the main menu.

Manual Sync from the website

Log into the metrototalprotection.com with your phone number and MetroPCS My Account Password and click the “Sync Contacts” button at the top of the page.

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How do I customize my auto-sync settings?

  • Launch the Metro Total Protection app on your phone
  • From the main menu select Settings ⇒ Auto Sync
  • In the popup window, click the Sound Alarm button.
  • Select an automatic sync frequency and time interval.

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How do I transfer/restore my contacts?

  • Download the Metro Total Protection app to your new phone
  • Complete the account setup
  • When prompted, select Yes to restore your contacts

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Troubleshooting

 

I am having trouble downloading the Metro Total Protection app. Why is that?

You must have a supported phone, have text messaging enabled on your device and be using your phone's default browser to download the Metro Total Protection app.

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Why is the Metro Total Protection app not working on my phone, even when I have a compatible phone?

We do our best to stay up to date with the latest MetroPCS certified releases, but it’s possible we have not yet certified the Metro Total Protection app for the latest update to your phone's operating system. Please check back again for a future update. Thank you for your interest in the Metro Total Protection and we apologize for the inconvenience.

Please note: We do not support rooted Android™ devices. The Metro Total Protection app is only compatible with operating systems that are MetroPCS certified and unmodified for your device.

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How do I get my Metro Total Protection app account on my new phone?

Simply download the Metro Total Protection app to your new phone and login with your phone number and MetroPCS My Account Password. The Metro Total Protection app will recognize your account and update your phone and the website accordingly.

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What is my mobile app Password?

You created a password or 4 digit PIN when you downloaded the Metro Total Protection or MetroBACKUP app.  This is your Mobile App Password. 

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How do I retrieve a forgotten Password?

To retrieve a forgotten mobile app password, click here and follow the steps provided to have it sent to your email or phone via text message.

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Why is the contact list shown on the website different than what I see on my phone?

metrototalprotection.com displays your phone contacts, but does not display contacts that are synced by these third-party accounts: Google, Facebook, Twitter, Yahoo!, and Exchange.

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Why doesn’t metrototalprotection.com display contacts from third party services?

This allows us to avoid duplicate contacts on your phone and the website, while securing your most valuable unprotected asset - your phone and contacts. The Metro Total Protection app will back up your phone contacts and provide support to reconnect you to your third-party accounts.

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What happens when I transfer / restore my contacts?

Once you have synced contacts onto your new phone using Metro Total Protection app, your phone contacts will be instantly restored. We will also provide support to reconnect you to your third-party accounts.

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Backing up my contacts seems to take a long time. Am I doing something wrong?

Backups could take up to 30 minutes on some older phones, especially for large contact sets.

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What browsers are compatible with metrototalprotection.com?

metrototalprotection.com has been thoroughly tested in the latest versions of both Internet Explorer (7/8) and Mozilla Firefox (3.6), but can also work with other major browsers (though we don’t officially support them). For the best website and product experience, we recommend you use the latest IE or Mozilla browser.

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Are there any additional troubleshooting tips I can try?

Yes. Often times uninstalling and reinstalling the application can solve problems such as GPS connectivity. To uninstall the app, follow the instructions in the FAQ below. Then download the application to your phone following the download instructions here.

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How do I uninstall the Metro Total Protection app?

For Android™ Devices:
Settings ⇒ Applications ⇒ Manage Applications ⇒ Metro Total Protection ⇒ Uninstall

For BlackBerry® Devices:
Options ⇒ Applications ⇒ Metro Total Protection ⇒ Delete Options ⇒ Advanced Options ⇒ Applications ⇒ Metro Total Protection ⇒ Delete


For Windows Mobile Devices:
All Settings ⇒ More ⇒ Remove Programs ⇒ Metro Total Protection

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How do I receive additional support?

If you are unable to resolve your issue, you may receive additional assistance by visiting the Metro Total Protection Support Forum or by calling 1-888-8metro8.

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