Q. How may we help you?

Below are answers to the questions we hear most often — about enrollment, account issues, and more. If this isn’t the kind of information you’re looking for, take a look at our Resource Center, where we dive deeper into the topics of identity theft, child identity theft, identity protection, and what to do if you become a victim.

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About Identity Guard®

Q. What is Identity Guard?

Identity Guard® is a proactive identity and credit protection solution created by Intersections Inc. Since 1996, Intersections has been delivering premier identity protection services to customers of major financial institutions, helping to protect the identities of more than 36 million individuals. Find out more about Identity Guard here.

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Q. How is Identity Guard different from its competitors?

Depending on your service level, Identity Guard monitors your credit and promptly alerts you to certain activities associated with information in your accounts. We also monitor the Internet and public records, looking for activity connected to you. If we find it, we will alert you to it quickly so you can respond to any issues you discover.

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Q. How much does it cost to enroll?

Since we offer a diverse array of services that provide different coverage options for varying fees, we suggest that you compare plans to find the Identity Guard service that meets your own individual needs.

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Q. Do you offer a family plan?

We’re glad to know that you want to ensure your entire family is protected from identity theft. Due to the nature of our business — keeping what’s yours, yours — we do not offer a family package. However, to help protect your kids from child identity theft, we’ve developed Identity Guard® kID SureSM, the most comprehensive identity protection available for kids. To enroll your kids in kID Sure, simply add it to your own Identity Guard service plan. If your adult family members (age 18 and above) would like to protect their own identity, each of them may enroll individually. You can refer a friend or family member here.

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Q. How do I contact customer service?

You can start here: Contact Us. Or, simply call us at 1-800-452-2541. Our Member Services team can help you make the most of your Identity Guard service — plus, you can ask to speak with a Credit Education Specialist, Web Support Expert or someone from ITAC, the Identity Theft Assistance Center.

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Q. What is your privacy policy?

Helping you keep your personal information to yourself is what we’re all about. You can read our privacy policy here.

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Q. Do you offer refunds?

We sure do. But, of course, there are some limitations. Please read our refund policy here.

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About kID SureSM and Child Identity Theft

Q. What is kID SureSM, and why do I need to enroll myself in an Identity Guard service before I can get it?

You can learn all about kID Sure right here.

There are a few reasons why we need you to enroll in an Identity Guard® service before you can enroll your kids in kID Sure is because. First of all by signing up for an Identity Guard service of your own, you will not only enable us to verify your identity, you will also be taking an important step forward in protecting yourself from identity theft. Plus, when you add kID Sure you’ll be able to review alerts and notifications about your account and theirs all in one place: your Identity Dashboard. The fact that only a verified parent or legal guardian has access to a child’s data is an added layer of security we think kids deserve.

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Q. How do thieves use a child’s personal information?

Identity thieves use a child’s personal information for their own benefit. For instance, they might apply for a new car loan or a new line of credit. Suddenly, without even knowing about it, your child could become connected to bank accounts, a home mortgage, or even criminal records that an identity thief has created using your child’s personal details.

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Q. Wouldn’t I be able to notice that there are accounts in my child’s name?

Probably not — for a couple of reasons. First, thieves may be gathering information from a variety of people to create an entirely new identity, rather than assuming one person’s existing identity. This is called “synthetic identity theft”. Second, when you receive finance-related phone calls or mail addressed to your child, you may just think it’s a clerical error somewhere that caused such a mistake — rather than recognizing that there may be a credit or bank account set up in your child’s name.

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Q. Can you explain “synthetic identity theft”?

Sure. Here’s an example:

Let’s say a thief takes your child’s Social Security number (SSN) — they’ll do this because it’s “clean”; it has never been used to open a line of credit before — and combines it with someone else’s name and birth date. The thief could use this new identity for years without you finding out, because it won’t be apparent that it has happened. And, chances are there won’t be a credit report that matches up with your child, because it’s under a different name.

Using a proactive, comprehensive service that monitors the Web for your child’s personal data, rather than just looking for a credit report in their name, is one of the best ways to keep an eye out for signs of this kind of activity.

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Q. Why wouldn’t a bank or a creditor realize that the information provided by an applicant actually belongs to a child?

Simply put, they’re not necessarily looking for that kind of information. Or, the age of a credit applicant might not be requested as part of the loan or account application process. And, typically, the information on an application is simply presumed to be legitimate. Until a dispute is made, whatever age is on the applicant’s first application is usually considered the correct age associated with the other information being provided.

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Q. What effect could identity theft have on my child?

  • Years of financial damage could be done before the crime is discovered, potentially requiring years of damage control to correct it.
  • Your child may not be approved to open a bank or checking account.
  • Your child may not be accepted for credit, a mortgage or a college loan.
  • Your child could be denied a driver’s license, as well as other household resources, such as a lease, utility accounts and more.
  • Your child could have a criminal record in his/her name.

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Q. What can I do to help protect my child from identity theft?

  • Start using Identity Guard® kID SureSM to monitor your child’s personal information to see if they’re exposed and, if so, to what degree.
  • Explain identity theft to your child so he/she knows it exists and the effect it could have on their future.
  • Remind your child not to give their personal information to anyone.
  • Take note of mail, such as bills, DMV or Internal Revenue Service correspondence, as well as prepaid credit offers, that arrive at home in your child’s name. Follow them up with a dispute.
  • Keep your child’s Social Security card in a safe place, not in your wallet or purse.
  • Only provide your child’s Social Security number when absolutely necessary; always question a business or individual’s “need to know”.

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Member Questions

Q. What should I do if I forget my User ID or Password?

Don’t worry, just click on I Forgot User ID or Password (it’s on our Member login page). You’ll need to enter your last name, the last four digits of your Social Security number, and your ZIP Code so we can identify your account. We’ll then send you an email with a link to your HINT question. Once you’ve successfully answered it, you will be prompted to change your User ID or Password so you can regain access to your account.

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Q. What should I do if I forget my PIN?

Look for, and click on, I Forgot My PIN on our Member login page. We will ask you questions based on information in your credit report. Once we have verified your answers, you will be redirected to the “Manage Your Account” page where you can set up your User ID and Password.

If this is your first time logging into our Member Area, please type your last name into the User ID field and fill in the Password field with the PIN (Personal Identification Number) that was included with your fulfillment materials.

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Q. How do I update my contact information?

To change your mailing address or phone number, please call us at 1-800-452-2541. This change cannot be made online in our Member Area.

You can view your current contact information anytime by logging into your account and viewing the “Personal Information” menu in our Member Area — and you can update your email address, billing card, User ID and Password online.

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Q. How do I change my payment method?

To change the way you pay for your service, please call us at 1-800-452-2541. This change cannot be made online in our Member Area.

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Q. How do I change my membership level?

It’s easy. Just log in to your account and look under “Your Plan” on the home page to see the level of protection you currently have. If your service does not currently include all available features, look for the “What’s This?” or “Learn How” buttons for more information about them.

You may also call us at 1-800-452-2541. We will be happy to help you upgrade or reduce your service level.

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Q. How will I receive alerts/notifications about my account?

You can choose to receive your account notifications by email, phone or text message. If you provided your email address during enrollment, you will automatically begin receiving notifications via your email account.

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Q. Can I change the way I receive alerts/notifications?

Yes. Simply log into your account and view your delivery options in your “Account Information” menu. Select the one that works best for you. Please note that, upon your enrollment, all service updates and credit alerts are automatically set to email delivery. You will also find your alerts and notifications in your Message Center in our Member Area.

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Q. I haven’t received any emails about alerts or notifications for my account. Why not?

There are a few reasons you may not be receiving them, such as:

  • You may have entered your email address incorrectly, or you may not have updated an old email address on your account. You can see which email address we’re sending your messages to by viewing the “Account Information” menu in our Member Area.
  • In order to receive notifications by email, you must select "Email" as your preferred delivery method. Please check your delivery option settings by reviewing the “Account Information” menu.
  • Some spam/junk mail filters may prevent you from receiving our service notifications. Please add us to your email contact list to ensure you receive them. Need help? Here’s how to do it.

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Technical Issues

Q. Is the information I enter during enrollment secure?

To help keep your personal information, including your credit card numbers, protected from unauthorized access, we use the most advanced encryption technology available — 128-bit encrypted Secure Sockets Layer (SSL). When you begin your transaction, you should see a small key or padlock icon in the bottom right corner of your browser, which will indicate that you are on a secure page.

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Q. Do you offer Web support?

Yes. Please email our support team at customersupport@identityguard.com, or call 1-800-452-2541, Monday-Friday, 8am-11pm, or Saturday, 9am-6pm (EST).

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Help For Victims

Q. How can I tell if I’m a victim of identity theft?

There are a few tell-tale signs that can help you determine if you’ve become a victim of identity theft, for instance:

  • Unfamiliar criminal records, court records, address information or bankruptcies attributed to you.
  • Unexplained charges or withdrawals in your accounts.
  • Receiving bills or other mail late, or not at all. This may signal that an identity thief has submitted a change of address to divert your mail.
  • Being served court papers or arrest warrants for actions you did not commit.
  • Receiving credit cards for which you did not apply.
  • Being denied credit for no apparent reason.
  • Receiving calls or letters from debt collectors or businesses about merchandise or services you did not buy.

Although any of these indications could be a result of a simple clerical error, you should not assume that there’s been a mistake and do nothing. Always follow up with the business or institution to find out what’s really going on.

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Q. What should I do if I think I’m a victim of identity theft?

If you are enrolled in an Identity Guard service, call us at 1-800-452-2541. We’ll connect you to ITAC Victim Assistance®, our experts who can help guide you through the recovery process.

If you are NOT one of our members, it is recommended that you immediately:

  • Report the crime to your local police. Be sure to get a copy of your police report or case number for reference.
  • Call each of your credit card issuers. Get replacement cards with new account numbers and ask that your old accounts be processed as “account closed at consumer’s request”. Follow up by summarizing your request in writing.
  • Call the fraud units of the credit bureaus. Ask that your accounts be flagged and add a victim’s statement to your report requesting that you be contacted to verify future credit applications. Here’s how to reach them:
    • Equifax
      Consumer Fraud Unit
      (800) 997-2493
    • Experian Information Systems
      (888) EXPERIAN / (888-397-3742)
    • TransUnion
      Fraud Victim Assistance Dept.
      (800) 680-7289
  • Keep a log of all conversations with authorities and financial entities. And follow-up! Make sure that all creditors or credit bureaus have received what they need from you.
  • File an identity theft complaint with the Federal Trade Commission (FTC). Although the FTC doesn’t have the authority to bring criminal cases to trial, it does assist victims of identity fraud by providing information that can help them resolve financial and other problems. If you have been a victim of identity theft, contact:
By Phone: Toll-Free: (877) FTC-HELP (382-4357)
TDD: (202) 326-2502
By Mail:
Consumer Response Center
Federal Trade Commission
600 Pennsylvania Ave., NW
Washington, DC 20580
On the Web: https://www.ftccomplaintassistant.gov/
Consumer Information: http://www.ftc.gov/bcp/consumer.shtm

Review your credit reports regularly to make sure all changes you’ve requested have taken effect.

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Q. What is ITAC Victim Assistance®?

ITAC Victim Assistance® is a world-class service through ITAC, the Identity Theft Assistance Center, a nonprofit coalition of financial services companies united in their commitment to protect their customers from identity theft.

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Q. How can ITAC Victim Assistance® help me?

ITAC Victim Assistance will:

  • Obtain your three-bureau credit reports and review them in detail to help you identify signs or evidence of fraud.
  • Place fraud alerts on your credit files at the three major credit bureaus to help keep your accounts protected.
  • Contact your creditors where the fraud has occurred to save you time, which can give you more peace of mind.
  • Contact you within 3 business days after your creditors have been notified so that you stay aware of the progress being made on your behalf.
  • Send you a summary of all actions being taken, as well as contact information for agents who are available to help you with future issues.
  • Retain documents that can help you with the recovery process so that you can easily access the information you need when you need it.

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