Online Support for Identity Theft Protection

How do I navigate my Dashboard?

Your dashboard gives you a clear view of your services and how they are protecting you. Access any part of your dashboard from the left navigation bar. You can access your user profile and manage your services simply by clicking on your name in the upper right corner of your dashboard.

How do I report possible identity theft or unusual activity in my reports?

Contact our Restoration team immediately if you see any activity that concerns you. You can report fraud or suspicious activity by Reporting an Identity Threat through your online Dashboard on the Support page, or by calling a Resolution Specialist. By filling out the Identity Threat form or contacting us directly, your case will be given our highest priority.

What should I do if I can’t log into my Identity Theft Protection dashboard?

We recommend you reset your password. If your account is locked, call Customer Support.

What should I do if my personal information or identification documents have been stolen?

If somebody has stolen your personal information or identification documents and you have our identity protection solution, you can report fraud or suspicious activity by Reporting an Identity Threat through your online Dashboard on the Support page, and one of our specialists will contact you. You can also call our Customer Support team at the phone number listed within the Support page of your Dashboard.

Why and when are you going to email me?

You will receive an email notification when a change is reported on any of the services to which you subscribe. In addition, we will send a monthly identity report regarding your service and links to educational information about identity theft protection news and trends.

By signing a Limited Power of Attorney, who am I giving permission to access my information?

The Limited Power of Attorney will provide our Resolution Specialists access to only the records that are involved in resolving your case. Providing a Limited Power of Attorney is only required if you would like our Resolution Specialists to work on your behalf instead of just advising you on how to resolve issues yourself.

What can I do if I forgot my password?

On the login page, select Forgot Password. You will be prompted to enter your registered email address or username. If you have an account, password reset instructions will be sent to you via email.

How do I get in touch with Customer Support?

Contact us with any questions you have at the email or phone number listed within the Support section of your dashboard. Support is available 24 hours a day, 7 days a week (excluding major holidays).

How do I upgrade my service?

Log in to your Dashboard and select Protection Plan from the drop-down menu in the top-right corner. You can see and select from any available upgrades. You can also call our Customer Support team at the phone number listed within the Support page of your Dashboard.

Can I enroll my family?

Some of our plans offer protection services for your family members and children. To add a family member, simply log into your Dashboard, select Manage Account from the drop-down menu in the top-right corner, and scroll down to the Family Protection section. You can also call our Customer Support team at the phone number listed within the Support page of your Dashboard.

What are “identity theft elements”?

In performing and displaying the identity theft protection service, we securely review and store your Protected Identity Elements as follows:

• 1 individual name
• 1 street address
• 1 Social Security Number
• 1 Date of Birth
• 1 Drivers License
• 1 Mothers Maiden Name
• Up to 10 Telephone numbers
• Up to 10 Email addresses
• Up to 10 Bank accounts
• Up to 10 Credit/debit cards
• Up to 10 Medical ID numbers
• Up to 5 Passports

What is Identity Theft Protection?

We monitor activities related to potential identity theft elements and provide you with alerts regarding suspicious activity that could indicate identity theft or misrepresentation.

How do I view/download my payment history?

Here’s what you need to do: 

1. Log into your dashboard and select, “Manage Account” from drop-down menu in the top right  
   
2. Scroll down to “Billing Information”  
3. You will see an option to select “View Payment History” 
4. You can view up to the last 12 transactions for yearly payment history

How do I change my billing information?

Within in your Dashboard go to Manage Account under your name listed in the upper-right hand corner. Scroll down to the Billing Information section. Here you can make any updates or edits to your billing information. If you need additional help, call our Customer Support team at the phone number listed within the Support page of your Dashboard.

How do I change my password?

Log into your Dashboard, click Manage Account under your name listed in the upper-right hand corner. Scroll down to the Password & Security section and select Edit where you will be able to update your password. When you’re all set, hit Save.

How do I update my contact information?

Simply click Manage Account under your name listed in the upper-right hand corner. Scroll down to the My Account section where you will be able to Edit your personal account information. Save all the changes you make.

Should I change my security question? How?

Of course, and it’s a good idea to update these every 90 days. Simply click Manage Account under your name listed in the upper-right hand corner. Go to the Password & Security section and select Edit to update your security questions. Once you’re done, hit Save.

What impacts my credit score the most?

Credit scores are calculated using information in your credit report. The score provided by TransUnion is the VantageScore® 3.0 model. One important factor is your history of making on-time payments. Another is credit utilization — the amount of available credit you’re using. You should aim to keep your credit utilization ratio below 30%, although the closer you can get to 0, the better. This shows you have access to credit but are only using a responsible amount. Take control of your credit data and focus on building good financial habits over time, then the score will follow.

What You Need to Know
The credit scores provided in this product are based on the VantageScore® 3.0 model. Lenders use a variety of credit scores and are likely to use a credit score different from VantageScore® 3.0 to assess your creditworthiness.

How do I correct inaccurate information on my credit report?

You can dispute inaccurate information directly with the credit bureaus by mail, phone or online. The credit bureaus have up to 30 days to investigate your dispute. Once the investigation is complete, the credit bureaus will notify you of their findings. If they have made any revisions to your credit report, they will send you a copy of the revised report.  

You can access the dispute forms directly:  

• Log into your Dashboard 
• Select Credit from the menu on the left-hand side of the screen 
• Go to the Credit Report tab 
• A link to TransUnion’s Credit Bureau Dispute page — which has a Credit Bureau Dispute Form — is at the bottom of the Credit Summary section.  

You can also call our Customer Support team at the phone number listed within the Support page of your Dashboard to begin the dispute process. 

When should I check my credit report?

You should get in the habit of checking your credit report regularly. You can get them from each of three of the credit bureaus (TransUnion®, Experian® and Equifax®), which you can request at AnnualCreditReport.com. You may consider reviewing your report if:  

• You are planning to make a major purchase. 
• You are applying for more credit. 
• Your credit report contained inaccuracies in the past. 
• You have been a victim of identity theft. 
• You are concerned with being a victim of identity theft. 

You have the option of requesting the report from each credit bureau separately, so you can ask for one at different times to monitor your credit throughout the year. 

How should I use my credit report to find signs of identity theft? What should I look for?

If you find inaccuracies or suspicious activity on your credit reports, notify the credit bureau as soon as possible by telephone and in writing. If you are a member, call our Customer Support immediately. Here’s what you should look for:

• Make sure all the information in your report is correct and up to date. Incorrect personal information such as an address, SSN, variations of your name (i.e. Jr. and Sr.), and employers could be a sign of identity theft.
• Look for other warning signs: any accounts you didn’t open or apply for, and any debts you don’t recognize on legitimate accounts.
• Check for inquiries from creditors you don’t know about. Banks and credit card companies will look at your credit reports before opening an account, so an inquiry could be a sign that someone is trying to open accounts in your name. However, banks and credit card companies often inquire about consumers’ creditworthiness to target their marketing efforts, so it’s possible that an inquiry is not related to identity theft.

What kind of information is in my credit report?

A credit report is a snapshot in time of your financial reliability: who you are, any debts you owe, and other information to help banks and other lenders assess if you’re a good credit risk. Your credit report contains your name, current and previous addresses, date of birth, and Social Security Number. It also lists any accounts or joint accounts you currently have open, credit history, employment history, and public records. The information in your credit report can also be used to explain your credit score—a numerical value determined by your credit file (scroll down for more credit score information).

Why does my credit score matter?

Your credit score can help lenders understand how likely you are to pay your bills. It’s used anytime you’re seeking a mortgage, car loan, or credit card and, for determining credit limit, which is the maximum amount of money you can borrow. Your credit score can even determine the premium you’ll pay for car insurance. A higher credit score gives you a lower interest rate when you’re borrowing money.

What You Need to Know
The credit scores provided in this product are based on the VantageScore® 3.0 model. Lenders use a variety of credit scores and are likely to use a credit score different from VantageScore® 3.0 to assess your creditworthiness. 

Will my credit score change if I request a copy of my own credit report?

No. Requesting a copy of your own credit report is called a soft inquiry. While it is noted in your file, it does not affect your credit score. Hard inquiries could lower your score by a few points and may remain on your credit report for two years. Soft inquiries generally occur when a financial institution, such as a lender or credit card issuer, checks your credit report when making a lending decision. Hard inquiries occur when you apply for a loan, credit card, or mortgage, and you typically must authorize them.

What You Need to Know
The credit scores provided in this product are based on the VantageScore® 3.0 model. Lenders use a variety of credit scores and are likely to use a credit score different from VantageScore® 3.0 to assess your creditworthiness. 

Can I get a free copy of my credit report?

Yes. Each year, you’re entitled to at least one free credit report from each national credit reporting agency (TransUnion®, Experian® and Equifax®), which you can request at the official site,  AnnualCreditReport.com. You can request a report from each credit bureau separately, so you can ask for one at different times to monitor your credit throughout the year. 

Review your reports to look for any accounts you don’t recognize, which could indicate potentially fraudulent activity. If a credit report is included in your plan, you can also access your credit report right from your dashboard. 

• Log into your Dashboard 
• Select Credit from the menu on the left-hand side of the screen 
• Go to the Credit Report tab 

Do you have a mobile app? What are the benefits?

Yes. Most of our plans include our mobile app, which provides anywhere, anytime protection with all the key capabilities required to rapidly access personal identity protection from your smartphone. Depending on your identity protection plan, the app is available for iOS and Android devices. Some plans include a mobile cybersecurity feature, Mobile Attack Control™, which monitors and alerts users to a wide array of threats including spyware, unsecured Wi-Fi connections, and even recognizes fake or “spoof” networks.

How many devices do you support?

The app supports up to three devices per account.

How much does your mobile app cost?

The app is included at no additional cost with your subscription to certain identity protection service plans.  

What kind of security does the app provide?

Our top priority is your security, which is why we use two-factor authentication (2FA), Touch ID and facial recognition to keep your account protected. 

Which mobile platforms does the app support?

The app supports iOS and Android devices.

What are the immediate steps victims of credit fraud and identity theft should take?

Whether you have our solution or not, here are some immediate steps you can take:

1. Lock down the problem account | If you know where the theft occurred, contact the organization, dispute the charges and ask to lock or close the account. 

2. Sign up for a credit monitoring service if it is available to you | If you receive a breach alert, read it carefully. If it includes an offer of free credit monitoring, sign up.  

3. Read credit card and bank statements to look for unauthorized charges | Review your active, dormant and infrequently used accounts. If you see anything amiss, contact your financial institution and work with them to safeguard your account. 

4. Request a credit report from all three major reporting agencies | You’re entitled to at least one free credit report from each agency (TransUnion®, Experian® and Equifax®) per year, which you can request at the official site, AnnualCreditReport.com. Review your reports to look for any accounts you don’t recognize, which could indicate potentially fraudulent activity.   

5. Contact the Federal Trade Commission | To file a report for a stolen identity, visit IdentityTheft.gov or call 1-877-ID-THEFT (438-4338). For credit card fraud, in which only a single account was compromised, an FTC report may not be warranted.  

6. Call your local police department to file a report | Notify your local law enforcement agency and file a police report. Have your identity theft report from the FTC on hand when you do so. The police report will be an important document to have when dealing with banks, credit agencies and potential bill collectors.  

7. Request fraud alerts from the three major credit bureaus | Contact one of the national credit reporting agencies to place a fraud alert on your file. This alert will make it more difficult for new credit applications to be accepted without additional verification. The notice stays on your record for one year, giving you time to work on clearing your name. You can also renew the alert once the initial year is up. 

For an added layer of protection, you can freeze your credit, which blocks all third parties whose use is not exempt under law from accessing your credit report. This can reduce the chance that a new account can be opened in your name.  It’s free to freeze and unfreeze your credit, and it won’t affect your credit score.  

8. Implement the following preventative security measures | Adopt these proven protective habits: 

• Create strong passwords and use unique passwords for each account — do not use the same password for multiple accounts. 
• Shred documents with personal information when disposing them. 
• Keep personal information (i.e. address, phone number, etc.) off social media sites, as well as any details you use for online security questions, like your mother’s maiden name. 
• Avoid carrying your Social Security card in your wallet. 

After using your recovery services, how do I know if my identity has been restored?

Our team will reach out to you and we won’t close your case until both you and a Restoration Representative agree that the existing case has been resolved. Otherwise, the case stays open and we’ll keep working to resolve it. If fraudulent activity reappears on a closed case and your membership is still active, we’ll reopen the case and reactivate our Restoration services.

What should I do if my personal information or identification documents have been stolen?

If you suspect somebody has stolen your personal information or identification documents and you have our identity protection solution, you can report fraud or suspicious activity by Reporting an Identity Threat through your online Dashboard on the Support page, open a report via your Dashboard and one of our specialists will contact you. You can also call our Customer Support team at the phone number listed within the Support page of your Dashboard.

What are Identity Crimes?

Identity crimes impact millions of people each year. These crimes encompass lost/stolen personally identifiable information (PII), fraud and identity theft. 

• Lost/Stolen PII: The theft or misplacement of information that can be used to identify you as an individual. 
  
• Fraud: The theft and misuse of a victim’s existing accounts, primarily financial accounts. 
• Identity Theft: The stealing of an individual’s PII to create new accounts under the victim’s name or to create a new synthetic identity. 

Is my Business Credit information publicly available?

The information in your business credit profile is 100% public information, available to anyone willing to spend money to buy a report.

What is Business Identity Crime?

Cyberthieves can impact your score through business identity theft, just like personal identity theft. In the eyes of the Internal Revenue Service (IRS), businesses have identities just like people. An EIN is assigned to each business, like a Social Security number, for tax reporting and licensing purposes. Sudden changes to your business credit score, or changes to your business credit report that you don’t recognize, can indicate your business data has been compromised.

How do I correct inaccurate information on my business credit report?

If you notice inaccurate information on your business credit report log into your Dashboard and submit an Identity Threat report from the Support page. Or call our Customer Support team to begin the dispute process.

Why does my business credit score matter?

Your business credit score reflects your credit worthiness. It is determined by your business’ financial activity, which is captured in your business credit report. It’s critical for your business’ health and reputation to keep track of your business credit score.

Why should I review my business credit report?

Your business credit information is used to define your business’ financial health and lending abilities. Many companies will check your business credit report first before extending you a loan for goods and services. Having visibility to your business credit report can ensure the report accurately reflects your business.