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MetroGUARD Mobile App FAQs


 

Metro Total Protection Overview

Metro Total Protection app (MetroGUARD features)

Using the Metro Total Protection app Locate, Alarm, Lock, and Erase 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 (MetroGUARD 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.
Note: You must be a MetroGUARD subscriber to get access to the Locate, Alarm, Lock and Erase Contacts features. MetroBACKUP can be added at any time for just $1.00 per month.

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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 much does the Metro Total Protection cost?

The Locate, Alarm, Lock and Erase Contacts features of the Metro Total Protection app are available at no added cost to MetroGUARD subscribers. Automatic, wireless contact backup can be purchased at any time for just $1.00 per month.

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How do I sign up for MetroGUARD?

MetroGUARD is only available on the day you activate service or upgrade your phone. Please click here to 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 MetroBACKUP for just $1.00 per month.

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Using the Metro Total Protection app Locate, Alarm, Lock, and Erase Features

 

 

How do I find a lost phone?

There are two options for finding a lost phone.

To find a misplaced phone nearby, sound a phone alarm using the steps below:

  • Log in to metrototalprotection.com using your phone number and MetroPCS My Account password.
  • Click the Sound Alarm button at the top of the page.
  • In the popup window, click the Sound Alarm button.
  • To disarm the alarm, press Stop Alarm button or the volume up or down located on the side of your device.

To find a lost phone on a map, follow the steps below:

  • Log in to metrototalprotection.com using your phone number and MetroPCS My Account password.
  • Click the Locate Phone button at the top of the page.
  • In the popup window, click the Locate Phone button.
  • The phone location and address will be updated on the Location page. You may then enter your current location to receive turn–by–turn directions if necessary.
Remember – safety first. Asurion strongly recommends you do not attempt to retrieve your device from any location that is not safe, you do not recognize or is not familiar to you. If you believe your device has been stolen or is in an unsafe or unfamiliar location, you should contact your local law enforcement.

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How do I turn on/off the phone alarm?

To sound a phone alarm, follow the steps below:

  • Log in to metrototalprotection.com using your phone number and MetroPCS My Account password.
  • Click the Sound Alarm button at the top of the page.
  • In the popup window, click the Sound Alarm button.
  • To disarm the alarm, press Stop Alarm button or the volume up or down located on the side of your device.

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How do I secure a lost or stolen phone?

To lock a lost phone, follow the steps below:

  • Log in to metrototalprotection.com using your phone number and MetroPCS My Account password.
  • Click the Lock Phone button at the top of the page.
  • In the popup window, click the Lock Phone button.
  • To unlock a found device, enter your Metro Total Protection app password.
Note: For BlackBerry® users, your phone must have a password set up for the Lock Phone feature to work.

To lock a lost phone and remotely erase contacts, follow the steps below:

  • Log in to metrototalprotection.com using your phone number and MetroPCS My Account password.
  • Click the Erase Contacts button at the top of the page.
  • In the popup window, click the Erase Contacts & Lock Phone button.
  • To unlock a found device, enter your Metro Total Protection app password on the lock screen.
You must have MetroBACKUP added to your account if you wish to save your contacts prior to erasing them. If you do not have MetroBACKUP, your contacts will be permanently erased.

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How do I restore erased contacts?

To restore your contacts to a found phone:

  • Log in to metrototalprotection.com using your phone number and MetroPCS My Account password.
  • From the top of the web page, you can click Sync Contacts to restore your contacts to your phone immediately.

To restore your contacts to a new phone:

  • Download the Metro Total Protection app to your new phone.
  • Launch the Metro Total Protection app and complete the setup process.
  • When asked if you would like to restore your saved contacts click Yes.

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How do I set locate phone intervals?

To set your location intervals, follow the steps below:

  • Launch the Metro Total Protection app from your phone.
  • Select the Location Checks button from the main menu.
  • On the following screen you may choose how often the application checks your phone's location, as well as the battery level at which point the application checks will stop to conserve battery life.
Note: The Metro Total Protection app might not check your location as frequently as your location interval specifies if your phone is in the same place, if your phone’s location cannot be determined, or if your phone is low on battery. These steps are taken to conserve battery life.

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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 device?

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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The Metro Total Protection app is draining my battery life. How do I fix that?

The Metro Total Protection app periodically checks your phone's location. Reducing the frequency of these checks will extend the battery life of your phone. Click here to view the FAQ on customizing your Location Interval schedule.

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Why is the GPS location not always accurate?

To obtain an accurate GPS locate, a handset needs to receive information from at least four satellites that orbit the earth (32 total). It then calculates the distances from the satellites and determines its location by trilateration.

 

Assisted GPS or aGPS is another type of GPS that relies on an assistance server, in addition to the satellite’s trilateration data. The assistance server from Metro provides additional network information to the device that can aid it in the calculation of its location. This can be very helpful when the satellite signal is weak or unavailable (usually due to the device being indoors).

 

The Metro Total Protection app (MTP) uses both sGPS (standalone GPS) and aGPS to calculate a handset’s location. Any time a handset is polled for bread-crumbing data (location interval data, as opposed to a real-time locate data), the MTP app uses sGPS data only to capture those scheduled requests. sGPS data is highly accurate but not as reliable as assisted GPS (aGPS).

 

Anytime the MTP app is asked to do a real-time locate, aGPS is used through the Metro network to combine the GPS collected data with the Metro assistance server data. aGPS will return a more reliable position, but is not always as accurate as sGPS due to coverage constraints and other network factors. In the event that aGPS is unavailable when a real-time locate is initiated, the MTP app uses a failover method back to sGPS.

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Why isn’t the Metro Total Protection saving my location?

For location services to work, you must have GPS enabled on your phone. To enable GPS on your device, follow the instructions below:

 

For Android™ Devices:
Settings ⇒ Location and security ⇒ Use wireless networks & Use GPS satellite

 

For BlackBerry® Devices:
Options ⇒ Advanced Options ⇒ GPS set to Location On Location Setting ⇒ Get Settings ⇒ Location On

 

For WinMo Devices:
All Settings ⇒ More ⇒ More ⇒ Other Settings ⇒ Location ⇒ On

 

If GPS still is not working, you may need to reboot your device. If your device is not listed above, check your owner's manual for instructions.

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Why isn’t the Metro Total Protection app saving my phone location as often as my location frequency setting?

Currently, most phones require you to be outdoors in order to receive a location using GPS. Also, the Metro Total Protection app might not check your location as frequently as your location interval specifies if your phone is in the same place, if your phone’s location cannot be determined, or if your phone is low on battery. These steps are taken to conserve battery life.

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What browsers are compatible with the Metro Total Protection app?

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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