Frequently Asked Questions

Identity Guard is an industry pioneer and leader in identity theft and credit protection services. Our mission is to help families and individuals protect their personal, credit, and financial assets from the constantly evolving threats of fraud so you can live your life with peace of mind.

Here’s how Identity Guard protects you:

1. We monitor your personal information, credit, and bank account for signs of fraud.
2. We alert you to breaches and credit fraud in near real-time.
3. If you’re a victim of fraud, our U.S-based fraud agents will help you resolve the issue.
4. All plans offer $1M identity theft insurance to cover legal fees, stolen funds, and more.

Our plans offer a variety of tools to help detect fraud which may include credit monitoring, dark web monitoring, near real-time alerts, credit lock, and so much more.

If you’d like to learn more about Identity Guard and the award-winning identity and credit protection plans we offer, please contact us at 1-855-443-7748. We look forward to speaking with you!

To invite an adult family member to your Identity Guard family plan, you will need their name and email address. We will send them an email invitation to enroll in the individual plan as part of your membership.

Over 25 years ago, we helped create this industry – bringing together three bureau credit monitoring, identity theft victim services, and an unparalleled security focus. Since then, we’ve helped protect over 38 million people with Trustpilot ratings over 4.5-stars as rated by our customers.

In our pursuit to provide the best service for our customers, we’ve continued to advance our products to address the ever-evolving threats in identity theft, fraud and personal cybersecurity. Our credit monitoring equips you with one of the fastest fraud detection services in the industry, and our highly rated, experienced U.S.-based White Glove Fraud Remediation team is available to you around the clock to help resolve your fraud incident.

If you’d like to learn more about Identity Guard and the award-winning identity and credit protection plans we offer, please contact us at 1-855-443-7748. We look forward to speaking with you!

Our family plans allow for up to five adults and unlimited child members. You can invite other adults to join your plan through your Identity Guard dashboard. As a parent or guardian, the primary member can also add children or minors (under the age of 18) to the family plan.

The added member will receive an enrollment email to join your plan and will not be charged for the membership. For privacy reasons, members on the plan cannot se each other's personal information or access one another's accounts.

No problem! We’re happy to help you enroll. You can reach us at 1-855-443-7748 or by contacting us at customercare@identityguard.com

To add a member to your Identity Guard account, log in and scroll down to Account Members. Click Invite Members, then select Adult if adding someone over 18. Enter their first and last name, confirm their email address by entering it twice, and click Save. The invited member will receive an email to set up their account. To add a Minor (under 18), enter their first and last name, date of birth, and social security number (entered twice), then click Add.

To request your credit report on the Identity Guard website, sign in to your account and go to the Credit section at the top of the page. Click the Paper Icon, then select Request Report to generate your credit report.

Identity Guard uses your Watchlist to monitor your personal information. You'll receive alerts if any of your data is found on Dark Web sites, forums, breached lists, and other sources.

You can add the following items to your Watchlist:

• 40 credit and debit cards
• 1 birth date
• 1 driver's license number
• 10 email addresses
• 5 financial account numbers
• 3 health insurance IDs
• 1 home address
• 2 passport numbers
• 5 phone numbers
• 1 SSN
• 10 loyalty cards
• 1 National Provider ID

At Identity Guard, our mission is to help keep your personal information safe and secure. All information is collected and used in accordance with our Privacy Policy.

Your Identity Guard membership begins after you complete your enrollment.

A credit inquiry is a request to view your credit report. Hard inquiries appear on your report and may impact your credit score, often resulting from applications for new credit. Because they can lead to the approval of credit accounts, it’s important to monitor them closely. A New Credit Inquiry Alert is typically triggered when a hard inquiry occurs, which may be due to applying for a credit card, loan, mortgage, or line of credit, financing a purchase, or cosigning on an account.

If you recognize the inquiry, you can mark the alert as resolved. If the inquiry is unfamiliar, consider whether it was made by you or someone you know, such as if you were added as an authorized user or co-signer. Reviewing any recent financial actions, such as opening a loan, applying for a mortgage, or requesting changes to an existing account, can also help identify the source of the inquiry. Keep in mind that creditor names may appear in abbreviated forms on your credit report, such as BOA for Bank of America or JPMCB for JP Morgan Chase Bank. If you do not recognize the creditor, reviewing the contact details in the alert and reaching out to the company directly can help clarify the inquiry.

If you still do not recognize the inquiry, we recommend contacting the creditor to verify the request. Their contact information should be included in the alert. Additionally, reviewing your credit report at annualcreditreport.com can help confirm the accuracy of reported inquiries, accounts, and public records. Keeping your Vault updated also ensures continued monitoring of your information for potential exposure on the dark web.

To update your billing information in your Identity Guard account, sign in and hover over your initials in the top right corner. Select Membership, then click Manage Billing to view your billing details. Click Edit next to your saved card, enter your updated billing information, and select Update Payment to save the changes.

To change your Identity Guard plan, please call us directly at (855) 443-7748. Plan changes require verification for security reasons. While we understand the preference for online upgrades, this feature is unavailable.

Our support team can assist with questions or provide personalized recommendations to help you choose the best plan.

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Identity Guard does not provide credit advice. While we offer tools for identity protection and financial security, credit guidance is outside our scope. However, you can take steps to manage your credit effectively. Consulting a certified financial planner can provide personalized advice and strategies to improve financial health. Licensed professionals can be found through local directories or trusted financial institutions. Additionally, credit bureaus offer online resources with tools and guidance for managing and improving credit. Identity Guard remains dedicated to protecting your identity and finances and recommends seeking advice from qualified professionals for specialized credit support.

Fair Isaac Corporation (FICO) and VantageScore are two credit scoring models lenders use to assess a borrower's creditworthiness, but they have key differences. FICO Scores, developed by the Fair Isaac Corporation, are widely used and come in multiple versions designed for different credit decisions. VantageScore, created by the three major credit bureaus (Equifax, Experian, and TransUnion), offers a more consistent scoring approach.

One major difference is credit history requirements—FICO requires at least six months of credit history and recent account activity to generate a score, whereas VantageScore can calculate a score with just one month of history, making it more accessible to those with limited credit data. Another key distinction is score calculation and model updates. FICO models vary by industry, and some lenders use older or industry-specific versions. In contrast, VantageScore applies a single model across all industries, ensuring consistency.

While both scoring systems help evaluate creditworthiness, lenders often rely more on FICO Scores when making credit approval decisions.

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Our social media monitoring checks connected accounts on supported platforms for suspicious activity or potentially malicious links. It does not monitor chats or direct messages, and only works on accounts you choose to connect.

Yes, your security is our highest priority. We use bank and military-grade levels of encryption to help ensure the safety and security of your data.

An alert about a lost or stolen credit card is typically triggered when a creditor reports that a card linked to one of your accounts has been marked as lost or stolen. If you did not report this, it could be a sign of potential fraud.

If you recognize the activity, you can mark the alert as resolved in Aura. However, if the activity is unfamiliar, consider the following questions to help identify the alert: Do you recognize the creditor's name? Sometimes, the name displayed on a credit report is abbreviated. Additionally, if you share an account with a family member, a lost or stolen card may impact you if you are an authorized user or co-signer.

If you still do not recognize the alert, it is recommended that you contact the creditor for clarification. Their contact information should be included in the alert details, and they can help verify and address any concerns regarding the report.

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A New Address Found alert is triggered when a new address is reported on your credit file. This can happen for several reasons, including submitting an address change through the United States Postal Service, approval of a new lease, applying for a new line of credit or credit increase using a different address, or becoming an authorized user or co-signer on another individual’s account.

If you recognize the address change, no further action is required. However, if the change is unfamiliar, you should verify with the United States Postal Service to ensure no unauthorized address change or mail forwarding has been initiated. Additionally, reviewing your credit report can help confirm the accuracy of the information. Keep in mind that some alerts may be delayed depending on the reporting source. If you have any concerns or need further assistance, you may contact our Security Specialists.

For example, a notification may state: "A new address has been added to your credit file as of September 24," with details showing both the new and previous addresses from Experian.

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This alert may have been triggered by the opening of a new financial account using your personal information, such as a checking, savings, CD, or IRA account. It may also occur if you have been added as an authorized user on someone else's account, such as a spouse, parent, or employer. Additionally, alerts can be generated when a bank is acquired by another institution or updates the way it stores customer data. Aura sends these alerts to help detect potential identity theft and minimize financial losses due to fraud. To ensure accuracy, you can sign into your online banking accounts and verify the activity.

If you do not recognize the new account, consider whether it belongs to you or someone you know, as you may receive a notification after opening a financial account, sharing one with a family member, or being added to an employer’s account

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Identity Guard provides a monthly VantageScore® credit score, allowing you to track your credit health, monitor trends, and understand the factors that impact your score.

Unlike FICO scores, VantageScore® uses a different model to evaluate creditworthiness. Developed by Equifax®, Experian®, and TransUnion®, lenders widely recognize it.

Financial institutions like banks, credit card companies, and mortgage lenders rely on credit scores to assess loan eligibility and repayment risk. Your credit score influences interest rates, loan approvals, and overall financial opportunities.

Regular credit monitoring is essential for maintaining financial health. Identity Guard’s automated monthly credit score reports help you stay informed, safeguard your score, and detect potential fraud early.

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The enrollment process only takes about 2 minutes or less. If you have credit monitoring on your plan, we’ll require an additional identity verification step to make sure you are indeed, you! This will take less than a minute to complete and will allow you to receive near-real time fraud alerts, monthly credit scores, annual credit reports, and more.

This alert is typically triggered when you or another account holder update contact information at a financial institution, such as name, address, email, or phone number. Aura sends these alerts to help detect potential identity theft and prevent financial losses from fraud. To ensure your information is secure, sign into your online banking accounts and verify that all details are correct.

If you don’t recognize the changes, consider the following: Is the account owned by you or a family member? You may receive alerts for shared accounts. Additionally, confirm if you recognize the financial institution, as some banks may appear under abbreviated names (e.g., Bank of America may be listed as BOA, BofA, or Bk of Amer).

If the activity remains unfamiliar, it is recommended that you contact the financial institution for further clarification. You can find the institution’s contact information by logging into your Aura account and reviewing the alert details.

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A New Credit Inquiry Alert may be triggered if your Experian credit lock is activated, preventing any inquiries using your Experian credit file. If you recognize the inquiry and need to proceed, you can disable your Experian credit lock through your Identity Guard Dashboard. In most cases, your credit file will be accessible immediately, though it may take up to 24 hours. It is also recommended to review your current credit report for accuracy, which can be obtained for free at annualcreditreport.com. Keeping your Watchlist updated ensures Dark Web Monitoring remains active. Blocked inquiries will not appear on your credit report. For example, a blocked inquiry may display underwriter information, such as Synchrony Bank listed as an underwriter for Chevron’s credit card (SYNCB/CHEVRON).

Yes, your Social Security Number is required to verify your identity. As part of your membership, we use your SSN to monitor for certain signs that may indicate identity theft.

If you’d like to speak with one of our agents about Identity Guard before enrolling, you can contact us at 1-855-443-7748.

A New Collection Account Detected alert is triggered when a creditor reports an unpaid balance to a debt collector. A collection account occurs when a lender or creditor transfers a past-due account to a collection agency or sells it to a debt buyer.

Collection accounts remain on your credit report for at least seven years, starting from when the original account becomes 180 days delinquent. Paying off a collection account does not remove it from your credit history until the statute of limitations expires. If a paid collection account remains on your credit report beyond seven years, you can dispute it with the credit bureaus for removal.

If you have already paid the balance, you can contact the creditor directly for an update. It’s also important to review your credit report for accuracy, which you can do for free at annualcreditreport.com. Additionally, ensure your Watchlist is updated so Dark Web Monitoring remains active.

Please Note: Any disputes regarding inquiries, collections, or incorrect information must be made directly with the credit bureau. The creditor listed on your alert may be a collection agency rather than the original creditor, and creditor names may appear in abbreviated form (e.g., JPMCB for JPMorgan Chase Bank).

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A New Application Detected alert may be triggered if you have started utilities at a new address or if an identity verification request has been processed using your credit file or Social Security number. If you recognize the alert, no further action is needed. However, if the application is unfamiliar, you should contact the company directly, as most alerts include an address and phone number for reference. If you have any concerns or need further assistance, a Security Specialist is available to help. For example, an alert may display identity verification details, including the company name and application type, such as Online Information Services.

To enroll, you will need to provide your name, address, phone number, date of birth, email, and Social Security Number to set up your account and additional monitoring services. You may be asked to provide credit card information for billing purposes.

If you’d like to speak with one of our agents about Identity Guard and learn more about our identity theft and credit protection plans, you can contact us at 1-855-443-7748.

If you receive a credit alert from Aura, it indicates account changes, new accounts opened or closed, or other updates linked to your Social Security number.

To understand and respond to alerts, always review the notification thoroughly from top to bottom and refer to the "What to do" section for guidance. When creating an account, companies typically validate personal information to verify your identity. Additionally, businesses that process card transactions may perform identity verification as part of their security measures.

While some companies handle identity verification internally, others rely on third-party services, such as Stripe Inc. or Insurance Phone Finder, to confirm identity details. If you don’t recognize an alert, consider reaching out to the company or financial institution for further clarification.

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Identity Guard will send an alert when a new credit account is added to your credit file as reported by Experian, Equifax, or TransUnion. A New Credit Account Detected alert may be triggered by the opening of a new credit card, loan, or bank account. While creditors report regularly to the credit bureaus, it can take up to 45 days for new accounts to appear on your credit report. This alert may also include instances where you are added as an authorized user or co-signer on a new account.

If you recognize the new account, you can mark the alert as resolved. If the account is unfamiliar, consider whether it belongs to someone you know, such as if you were added as an authorized user or co-signer. Review any recent financial activity, including applications for loans, credit cards, mortgages, or insurance, as these may generate new account alerts. Additionally, some creditor names may appear in abbreviated forms on your credit report, such as "BOA" for Bank of America or "JPMCB" for JP Morgan Chase Bank. If the creditor's name is unfamiliar, contacting the institution listed in the alert can help verify the account details.

If you are still unable to recognize the account, we recommend reaching out to the creditor directly using the contact information provided in the alert. Additionally, reviewing your credit report for accuracy at annualcreditreport.com can help ensure all listed accounts, inquiries, and public records are correct. Keeping your Vault updated also enhances monitoring for potential exposure on the dark web.

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Yes, you will still be able to enroll in Identity Guard with a security freeze on your credit reports.

Your satisfaction is very important to us. We offer a 60 day money-back guarantee on all of our annual subscription plans.

Billing descriptions for Identity Guard services may appear on your account statement as one of the following: Aura, Identity Guard (IDG), or BLS (BlueSnap, one of Aura's payment processors). In some cases, a pending charge may appear on your account for services or verification purposes and may be reversed once fully processed. If the charge remains after 1-3 business days, it likely reflects a finalized transaction.

You can read more about our privacy policy here.

If you are enrolled in Identity Guard and see a charge on your billing statement from Aura, please note that Aura is the parent company that owns Identity Guard. 

For billing concerns or questions, please contact our support team at (855) 443-7748. We’re here to resolve any issues promptly.

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No, monthly plans are not eligible for refunds. If you cancel your monthly plan, your service will remain active until the end of the current monthly term, but no refunds will be provided for the unused portion of the term. For more information refer to Refund Policies.

You can reach us at 1-855-443-7748 or by contacting us at customercare@identityguard.com

National Public Data has revealed that in April 2024 and throughout the summer of 2024, certain personal information may have been compromised. The potentially affected data includes names, email addresses, phone numbers, Social Security numbers, and mailing addresses.  This is considered one of the largest known data breaches, impacting nearly 2.9 billion records.

National Public Data (NPD), also known as Jerico Pictures, is a background check company.  For more detailed information, please visit nationalpublicdata.com/breach.html.  The website provides detailed information on what occurred as well as steps you can take to help detect misuse of your personal information.

Our data security consultants’ top recommendations for protecting yourself from this breach are outlined below and can be addressed directly through your Identity Guard account:

• Instantly lock your Experian credit file by navigating to the Credit section on your account and clicking the purple toggle button next to Experian CreditLock.
   
  • We also recommend requesting a credit freeze from Equifax (steps here) and Transunion (steps here).
 
• Keep an eye out for any additional alerts, such as credit or dark web, that may indicate your information is being utilized by bad actors.

Additionally, you may want to add a fraud alert through your member portal.

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Identity theft is when a fraudster steals your personal data (such as your name, address, phone number, social security number, credit card number, passport number, IDs, driver's license number, etc.) and other forms of your identity to commit crimes in your name. Identity thieves have one common goal: to steal your personally identifiable information (PII) and use it to get a payday.

For example: Cybercriminals use Dark Web sites to buy or sell personal information, which is often used to commit identity theft. Pieces of your personal information can be combined into a synthetic identity, which can be used by criminals to commit various types of fraud that can compromise your identity without your knowledge.

According to the U.S. Federal Trade Commission, identity theft cases more than doubled from from 2019 to 2021, up from 650,000 to 1.4 million cases and costing U.S. consumers well over $5.9B. 

To help protect customers from fraud, we monitor your personal information, IDs like SSN, passwords and more across billions of data  points and data sources. If we find your information, we’ll send you an alert so you can take action fast to mitigate any risks. 

If you’d like to learn more about Identity Guard and the award-winning identity and credit protection plans we offer, please contact us at 1-855-443-7748. We look forward to speaking with you!

Renewal emails will begin 45 days before the renewal date. The second notice will be sent 30 days prior, followed by a third notice at 15 days. A fourth notice will be issued 10 days before the renewal date, with the final reminder sent 7 days prior.

The Dark Web is the hidden part of the internet where cybercriminals lurk and where many illicit activities are conducted online, such as the sale of stolen identities or breached account logins and passwords. 

To keep your personal and financial information safe, we recommend adding information to your Watchlist. Identity Guard uses your Watchlist to monitor your information. We send you alerts if your information is found on Dark Web sites, forums, lists and more.

On your Watchlist, you can add up to:

• 40 Credit and Debit Cards
• 1 Birth Date
• 1 Driver's License Number
• 10 Email Addresses
• 5 Financial Account Numbers
• 3 Health Insurance IDs
• 1 Address
• 2 Passport Numbers
• 5 Phone Numbers
• 1 SSN or SIN
• 10 Loyalty Cards
• 1 National Provider ID

At Identity Guard, our mission is to keep your personal information safe and secure.  Your information is collected and shared in accordance with our Privacy Policy.

If you’d like to learn more about the Dark Web and how our award-winning identity and credit protection plans can help protect you, please contact us at 1-855-443-7748 .We look forward to speaking with you!

Home title monitoring helps protect your home by keeping watch over your property title for any suspicious or unauthorized changes. Identity Guard scans county records nationwide and alerts you when new titles are added with your name on them, or if an existing title was modified to remove your name or a new co-owner added.

If you’d like to learn more about home title monitoring and how our award-winning identity and credit protection plans can help protect you, please contact us at 1-855-443-7748. We look forward to speaking with you!

A person’s credit history (credit score and report) are what financial institutions use to assess an individual’s risk factor when issuing them credit products such as credit cards, loans, mortgages and more. Identity thieves and criminals may use or steal another person’s information (name, SSN, birthdate, and more) to gain access to their credit benefits and not repay them, putting the victim’s credit and finances at risk.

Identity Guard gives you near real-time alerts of inquiries into your credit file across the 3 major credit bureaus (Experian, Equifax, TransUnion). This allows you to catch fraud fast, like if someone was trying to open a credit card or loan under your name, and take action to mitigate any risks quickly.

Easily lock and unlock your Experian credit file with a flip of a switch on your Identity Guard apps. This prevents unwanted credit inquiries to your Experian credit file without affecting your credit score. Get near real-time alerts if someone tries to access your Experian credit file while it’s locked—helping to protect you from identity theft and credit fraud.

This feature is available with our Ultra plan. If you’d like to learn more about our award-winning credit protection plans, please contact us at 1-855-443-7748. We look forward to speaking with you!

Our family plans allow for up to 5 adults and unlimited child members. You can invite other adults via your Identity Guard dashboard. As a parent or guardian, the primary member can also add children or a minor (under the age of 18) to a family plan.

The added member will receive an email to join your plan, and they will not be charged for the membership. For privacy reasons, members will not be able to see the personal information or access the account of other members in the plan.

If you’d like to learn more about our award-winning family plans, please contact us at 1-855-443-7748. We look forward to speaking with you! 

NOTE: Not all pre-existing Identity Guard family plans allow for 5 adults and unlimited child members. If you are an existing customer and have questions about your specific plan, please contact us. 

To invite an adult family member to your Identity Guard family plan, you will need their name and email address. We will send them an email invitation to enroll in the individual plan as part of your membership.

Placing a security freeze on your credit reports will not impact your Identity Guard membership. To learn more about placing or lifting a security freeze, click here.

Go to the member login page and follow the instructions.

You can cancel your membership at any time by logging in to your Identity Guard account or by contacting us.

If you need to update account information, visit the membership section on your account dashboard or by contacting us.