FAQ: CelcomDigi MobileSHIELD

1. What is MobileSHIELD?

MobileSHIELD is your always-on mobile security service, like a personal digital bodyguard for your phone and devices, shielding you from scams and online threats wherever you go.

Powered by F-Secure, a global cybersecurity leader, MobileSHIELD uses advanced AI to deliver all-in-one security, privacy, and identity protection for your mobile life.

2. What do I get from MobileSHIELD?

MobileSHIELD gives you complete peace of mind by protecting your phone from scams, malware, identity theft, and unsafe networks. 

Here’s what you will get: 

3. Who can enjoy MobileSHIELD protection?

MobileSHIELD is designed for all CelcomDigi Prepaid users, and Postpaid users on plans launched from 2021 onwards.

If your current plan isn’t supported, you can upgrade to the latest CelcomDigi Postpaid plans to enjoy MobileSHIELD and other new features.

4. How do I subscribe to MobileSHIELD? 

Getting protected with MobileSHIELD is quick and easy. Just use the CelcomDigi App to subscribe:

5. What devices are compatible with MobileSHIELD?

MobileSHIELD App works on most iPhones, iPads, and Android smartphones or tablets. 

• iOS: iOS 17 or later
• Android: Android 10 or later

6. Will I be notified after MobileSHIELD subscription is successful?

Yes, you will receive:

1. An SMS confirming your MobileSHIELD subscription
2. A separate SMS with your first-time log in details to access MobileSHIELD App

To install the MobileSHIELD app: 

1. Open the CelcomDigi app, under Your Essentials, go to Lifestyle 
2. Tap My Subscriptions and select MobileSHIELD 
3. Tap Access via MobileSHIELD 
4. Tap Install to proceed with the app download 
5. Open the MobileSHIELD app to activate it 

7. Will MobileSHIELD protection start automatically after I log in?

Not immediately – but it’s quick and easy to get started.

After your first login, you’ll just need to turn on each protection feature to tailor the security to your needs.

Please refer to the guide below on how to activate your MobileSHIELD protection: 

• Setup Guide (Android) 
• Setup Guide (iOS)

8. What is the validity period of the MobileSHIELD subscriptions?

MobileSHIELD is a monthly pass. No guesswork, just consistent monthly coverage you can count on.

9. Will my MobileSHIELD subscription renew automatically?

Yes, your MobileSHIELD subscription will renew automatically every month, so you stay protected without having to lift a finger.

10. How much does MobileSHIELD cost?

Choose a plan that fits your needs:  

a. Monthly Add-ons (no contract, cancel anytime):  

• MobileSHIELD (1-device): RM10 per month 
• MobileSHIELD (3-device): RM13 per month 
• MobileSHIELD (5-device): RM15 per month 

Mega Add-ons (with 12-month contract):  

• MobileSHIELD (1-device): RM4 per month or lower, depending on your rate plan 
• MobileSHIELD (5-device): RM7 per month or lower, depending on your rate plan 

11. Can I subscribe to MobileSHIELD more than once?

Yes. If you are currently subscribed to MobileSHIELD (1 device), you can upgrade to the 3-device or 5-device plan to protect more devices or users. 

12. What if I change my mind – can I unsubscribe from the service?

Absolutely. You’re in control. 

If MobileSHIELD no longer suits your needs, you can cancel it anytime through CelcomDigi App. Here’s how:

13. Will I be charged if I cancel MobileSHIELD?

It depends on which MobileSHIELD plan you’re on. Here’s the breakdown:

Example: If you cancel Mega Add-ons MobileSHIELD 5-device in month 7 of a 12-month plan: You’ll pay RRP (RM15) x 5 remaining months = RM75 penalty fee Please note that early cancellation of your MobileSHIELD subscription, prior to the expiry or renewal date, is not eligible for a refund.

14. Will MobileSHIELD still protect me if I log out of the app?

No, once you log out of MobileSHIELD App, the protection will stop. To keep your device secure, you’ll need to log back in and set up protection again. This requirement helps ensure that your device’s security and privacy are consistently protected.

15. What does it mean if my identity has been breached? 

A data breach happens when cybercriminals gain unauthorized access to personal information—such as your name, email, passwords, or banking details. This data can be leaked to the dark web, where it may be misused for identity theft, fraud, or other illegal activities. 

If you’ve been affected by a breach, it’s important to take immediate steps to protect yourself. Here’s what you can do:

1. Change any compromised passwords right away, especially for key accounts like email, banking, and online shopping.
2. Inform your bank or credit card provider to block or replace affected cards
3. Report the breach to relevant cybersecurity or law enforcement authority

Acting quickly can help you prevent further risks and secure your personal information.

16. What should I do if an identity breach is detected?

If MobileSHIELD flags a data breach, you can take action right from the app:

1. Open the MobileSHIELD App’s ID Monitoring to view your listed breaches.
2. Tap on any breach to see details.
3. Follow the steps under “Next Steps” section.
4. Once resolved, you can archive the breach.

The recommended actions vary based on what personal information was exposed. Here’s a quick guide:

1. Email Address: Change your password for the affected site. Use a password manager (like MobileSHIELD Password Vault) to store strong, unique passwords securely. Watch out for phishing emails.
2. Phone Number: Enable 2-Factor Authentication (2FA) wherever possible. Do not share your OTP or personal info with unknown callers or messages.
3. Username: If the service is known to you, update your password. Combine with 2FA to stay protected. 
4. Password: Change it immediately - especially if reused across accounts. Check for any unusual logins or account settings, and enable 2FA. 
5. Credit Card Details: Monitor transactions, contact your bank, unlink the card from services, and change your PIN. 
6. Bank Account Info: Watch for suspicious activity and contact your bank if anything looks off. 
7. Identification Card Number (NRIC / MyKad):  Stay alert for phishing scams. Report any misuse to local authorities. 
8. Date of Birth: Don’t use it as part of your password. Only share when legally required. 
9. Passport Info: Cybercriminals may misuse passport info combined with other leaked information, like your address. Stay alert for phishing scams. 
   If your physical passport is stolen, report it to police immediately. Only share your passport details with trusted parties when it's legally required. 
10. Home Address: Share only when necessary. Be alert to scams combining your address with other leaked data.

17.  How are data breaches detected?

We detect breaches by monitoring various sources, including deep and dark web forums, using advanced scanning tools powered by F-Secure’s threat intelligence.

Verified breach data is then analyzed and reported, so you can stay informed and take action quickly.

18. I’ve forgotten my MobileSHIELD login password. How can I reset it?

If you've forgotten your MobileSHIELD password, follow these steps to reset it:

1. On the login page, tap ‘Forgot your password’.
2. You’ll see an on-screen message with instructions to contact F-Secure Customer Support (including the contact number).
3. When you call, let them know you’re a CelcomDigi MobileSHIELD user and need to reset your password.
4. Identify yourself by providing your mobile number subscribed to MobileSHIELD in this format: +601XXXXXXXX.
5. Once your identity is confirmed, you’ll receive an SMS with a temporary password. 
6. Log in using the temporary password. You’ll then be prompted to create a new password in app to complete the reset process.

19. In some cases, why would my mobile banking app block access or transactions while MobileSHIELD is enabled, and how can this be resolved?

MobileSHIELD requires Accessibility permissions to deliver key protection features - such as detecting malicious web content and ensuring safe browsing on Chrome.

In some cases, certain mobile banking apps may restrict transactions when Accessibility is active.

If this happens, you can temporarily turn off MobileSHIELD’s Accessibility permissions:

1. Open Settings > Accessibility on your Android device.
2. Open Installed apps > Locate MobileSHIELD app and turn off Accessibility permissions. 
3. Once you’ve completed your banking transaction, simply re-enable Accessibility permissions to continue enjoying MobileSHIELD’s full protection. 

20. What should I do if I encounter any issues with the MobileSHIELD app? 

We’ve got your back. If something isn’t working as expected, just reach out to our WhatsApp, and we’ll help you get it sorted. 

Notes: CelcomDigi MobileSHIELD is designed to protect mobile devices against a range of digital threats, including but not limited to device security vulnerabilities, online scams, privacy breaches, and identity theft.   However, no security solution can guarantee complete protection or block every risk 100% of the time. While CelcomDigi MobileSHIELD adds a strong layer of defense, Customers remain responsible for exercising caution and practicing safe browsing habits. CelcomDigi shall not be liable for any loss or damage arising from threats that bypass the protection offered by CelcomDigi MobileSHIELD.