Frequently Asked Questions

Prepaid Launch Date: March 18, 2024

Postpaid Launch Date: April 11, 2024

1. What is the Lookout App?

The Lookout Life Protection app is a comprehensive tool that is designed to keep users’ identity and financial information safe. It offers a variety of security features aimed at preventing various threats, such as phishing scams, malware attacks, and Wi-Fi vulnerabilities.

1. What are the benefits of the Lookout Life Protection App?

Customers with a subscription will have the chance to bolster their device security, safeguard themselves online, protect their network privacy, and ensure their identity's safety.

1. How do customers access the Lookout Life App?

The Lookout Life Protection App can be downloaded from the Play or Apple Store.

1. How can customers check their subscription?

A subscription can be confirmed under the “Active Plans” section.

      5. What is the process for setting up the Lookout Life App?

After purchasing their subscription via the MDA (My Digicel App), customers will receive an SMS from Lookout with a link containing an access code to download the Lookout App. Customers are required to click on the link to download the app. Upon downloading the app, they will be prompted to log in with an email address and password then select “ACTIVATE LOOKOUT PREMIUM” as depicted below:

1. What if the customer downloads the app on their own without clicking the link with the access code received in the SMS?

Customers can still enter the access code manually. To access the service, customers must first register and sign in. After logging in, they should navigate to the "Menu" and select          

“Redemption Code." The Premium code will display at the end of the link sent in the SMS.

1. Can a customer transfer premium benefits to another device?

Yes, a customer can transfer the premium benefit to another device by simply uninstalling the Lookout App from the first device and then logging in on the new device with the user credentials.

1. What does the Lookout Subscription entail?

Customers will be able to access the premium benefits of the Lookout App below:

1. Do I need to have a data plan to activate/use the Lookout Subscription?

No, customers can access the Lookout App without having data. However, they will need a Wi-Fi connection to gain connectivity.

1. With the Subscription active, will customers be charged from their main data?

Usage for the Lookout app will be charged from the available main data or any bonus any-use data from the active data plan.

1. Will the Lookout Subscription auto renew?

Yes, the Lookout Subscription will auto renew providing that the customer has the required amount of credit on their account.

Prepaid Subscription

1. What are the Lookout Plans available to Prepaid customers?

Plan Details:

1. How do customers purchase a Prepaid Lookout Plan Subscription?

Prepaid customers are required to activate their Lookout Subscription via the My Digicel App: (Store à Plans & Bundles à Other Plans à Lookout Subscription)

Postpaid Subscriptions

Plan Details:

1. Will customers who purchase the annual subscription receive a premium code monthly?

Yes, customers will receive a new premium code at the beginning of each month of their subscription.

1. With the Subscription being activated, will customers be charged from their main data?

Usage for the Lookout app will be charged from the available main data or any bonus any-use data from the active data plan.

1. Will a customer be charged the full subscription fee if they purchase the Lookout Life subscription during the month?

No, postpaid customers will be charged at a prorated fee if they subscribe during a particular month.

1. How does a Postpaid customer subscribe to the Lookout Life services?

Postpaid customers are required to activate their Lookout Subscription via the My Digicel App. (Store à Plans & Bundles à Other Plans à Lookout Subscription)

1. Will customers on the Prime Core and Prime Plus Plan be able to benefit from the Lookout Subscription for free?

Customers subscribed to the Prime Core and Prime Plus plans will receive the Lookout subscription as a complimentary add-on included in their plan.

1. Will customers on the Prime Core and Prime Plus Plan be required to activate the free plan?

Yes, customers with these subscriptions will be required to activate the Lookout Life

subscription via MDA.

1. Will a postpaid customer be charged the full subscription fee if they purchase the add-on during the month?

No, postpaid customers will be charged a prorated fee.

TROUBLESHOOTING

1. If a customer is unable to login to app, can they reset their password?

Password may be incorrect, they can reset their password. They are required to:

• Visit lookout.com and click thebutton at the top right

• Choose

• Clickand enter your email address in the field. You will then receive an email with details on how to change your password.

• You can then log into your Lookout Personal account with your new password.

On a mobile device:

• Visit lookout.com and click thebutton at the top right

• Tap Forgot your password? near the bottom of the page

• Enter your email address in the field and choose Reset. You will then receive an email with details on how to change your password.

Note: Password must be 6 characters or more. Must be alphanumeric, uppercase, lowercase, and a special character.

1. How does a customer cancel their Lookout Life subscription?

If a customer chooses to cancel their account, please note the following:

• They will be logged out from personal.lookout.com

• Their devices will lose comprehensive safety protection from Lookout Life

• All of the associated personal data and billing records will be removed from the Lookout Life system and this action cannot be undone.

From a computer:

• Log into lookout.com

• Click on thegear at the top right of the page and choose Settings

• Click the button

• On a mobile device: Log into lookout.com

• Tap the menubutton at the top left

• Choose Settings

• Choose the button

3.  Can a customer locate their device with Lookout Life if they don't have the app?

In order for Lookout Life to successfully add a device to your account you will need to install and complete the registration from the device itself.

 If Lookout Life isn't installed on a missing device, we won't be able to locate it.

4.      If the customer changes their number, how do they update their account?

Their account will automatically be updated with the new number.

A device with Lookout Life installed can connect to our servers as long as it has a connection—either cellular or WiFi. So it doesn't even need a SIM chip in it to work with our service. If a new SIM is placed in the device, your account will be automatically updated with the new number when the phone next connects to Lookout Life's servers. We consider the phone number to be for reference only.

At this point Lookout Life doesn't alert you if a new number appears on your account, but if it connects to your account we will display it.

If your new phone number doesn't update correctly, please wait a few hours. If you are still having trouble, please contact us using the support request form at the bottom of this article.

Note to iOS users: We do not detect phone numbers on iOS devices, so we can't update your settings if a SIM was replaced.

1. How does a customer change the email address on their Lookout Life account?

From a computer:

1. Log into your account at lookout.com/

2. Click the settingsgear at the top right of the page

3. Choose Settings

4. Under Account Info, click on your current email address and type in your new one

5. Scroll to the bottom of the page and click

6. A verification email will be sent to your new email address. You *must* click on the confirmation link for the changes to save. 

On a mobile device:

1. Log into lookout.com

2. Tap the menu button at the top left

3. Choose Settings

4. Under Account Info, tap your current email address to type in your new one

5. Scroll to the bottom of the page and choose

6. A verification email will sent to your new email address. You *must* click on the confirmation link for the changes to save. 

Note: Please keep in mind that you cannot change your account email address to an email address that is already associated with another account. To do so, you would need to first delete the account associated with the email address to use it on your current account.