Frequently Asked Questions

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 ID Vault®

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 38 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?

Identity theft doesn’t have an age limit which is why it’s more important than ever to protect your entire family. To help you and your family keep what’s yours, yours — we offer a family plan that can address your family’s specific needs. To enroll your family, visit www.identityguard.com/family. You can also 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 or Web Support Expert.

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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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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.

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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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Q: Is your software compatible with Mac/Apple?

The current suite of protection software is not compatible with Mac computers but our Product Team is hard at work looking for options. If you have questions, please contact us. We'll be more than happy to help.

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Q: Will Identity Guard notify me of fraudulent charges on my credit card?

Although some Identity Guard services may include a credit report monitoring feature, individual transactions are not monitored for fraud. Most credit card companies have their own fraud units that specialize in detecting unusual credit card activity. Identity Guard’s full monitoring suite includes alerts for new credit card accounts opened in your name and if your credit card information has been found being traded online (additional registration may be required).

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Q: I have inaccurate information appearing on my public record report. How can I correct it?

Inaccurate information on your public record report may be due to a variety of reasons such as clerical errors, typos and similarities that may generate a connection. For example, if you signed a lease with a roommate, some of their information may appear on your public record report as a possible connection. Since public information is not standardized or monitored for accuracy, identifying the original source is near impossible and correcting it can prove to be a difficult task.

If you have determined that the public record information is most likely a typo or clerical error that is not affecting your credit report, then no action is needed.

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Q: I just received a public record alert. What should I do?

A public record alert is a service notification letting you know that your Public Record has changed, been updated or a new record is available online. Review the alert to determine if you recognize the activity.

If not, changes to your public record could be an early indicator of identity theft. If there is information that you don’t recognize, the next step is to confirm whether the information is also appearing on your credit report.

If not, be sure to keep an eye on the information you don’t recognize. If it shows up on your credit report, you can give us a call and we can help advise you on the next steps to take.

Some things to keep in mind when reviewing your public records:

  • Clerical errors and typos are common and public information is not standardized or monitored for accuracy.
  • Public Records come from a variety of sources including local and state court records, the DMV as well as phone books, and less official sources.
  • The date on a public record alert is not as significant as it would be on a credit alert. Sometimes alerts are triggered because a county or state has uploaded their records online—not because new activity occurred.
  • We may trigger an alert if your information is entered differently than what you provided when enrolling. For example, if your address is 123 Main St. Anywhere, VA 12345 but we see a record with 123 Main Dr. Anywhere, VA 12345, you may receive an alert.

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Q: I was part of a nation-wide company breach. Why wasn’t I notified?

Mass breaches are not reported to identity Guard until the company goes “public” with the incident. However, if you’ve had the unfortunate experience of having your information stolen in a mass breach, Identity Guard can help protect you from potential after effects.

5 ways Identity Guard is better than just credit monitoring in a breach:

  1. Identity Guard’s extended data monitoring network can alert you before new accounts opened with your identity are reported to the credit bureaus. If your stolen information is used to create new accounts or loans reported to the credit bureaus, tied to your name, you can take action before it negatively impacts your credit.
  2. Identity Guard will alert you if your information is exposed on certain “black-market” websites.
  3. Identity Guard may alert you in cases of synthetic identity theft. This is common when thieves use your social security number to obtain employment with a company that requires background checks.
  4. Identity Guard will alert you if your information is used to take over your existing accounts by changing information used to access your accounts, such as your password.
  5. Identity Guard will provide up to $1 million in insurance for certain expenses caused by any identity theft event, including breaches from another company.

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Q: Can you make changes to my credit files for me?

If you are as passionate about privacy as we are, you would not want anyone else to have the ability to make changes to your credit file… even us. We’re here to help protect you in every way we can and alert you of possible fraudulent activity. We will provide you guidance with working with credit bureaus and even provide phone numbers and letter templates to help you communicate your request. But when it comes to contacting the credit bureaus, there is a strict privacy rule that does not allow us to take action on your behalf.

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Q: Why do I see outdated data on my credit report?

Your credit report is comprised of your entire credit history, old and new. If a credit card number changes, it's usually seen as a new account and should appear separately on your credit report. Old (or closed) accounts might still appear as active until the reporting credit bureau makes the update. It can stay on your credit report for up to 10 years. After 10 years the customer can request to have it removed. However, derogatory accounts can be removed after 7 years.

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Q: Why do I pay monthly but only get my credit report quarterly?

Identity Guard is pleased to offer our customers with a variety of services that fit their needs. Some of our customers enjoy the value of a quarterly credit update along with the convenience of a monthly bill. Customers looking for monthly updates will enjoy Identity Guard’s Platinum and Gold services.

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Q: Why are the scores from each bureau different?

The three major credit bureaus are TransUnion, Experian, and Equifax and they are three separate companies. As such, they each have their own way of operating. In addition, they each have their own methods and formulas for calculating an individual's credit score, which can lead to three different scores on your credit report.

The scores may also be inconsistent because creditors aren't required to report to all three of the credit bureaus. As a result, one credit bureau may have information that the others don't. Sometimes, due to reporting mistakes or identity theft, this information can be inaccurate. Read more about the difference in your credit scores.

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Q: What are your password requirements?

A good password will contain at least 8 characters including at least 1 letter and 1 number. Avoid spaces and repeating characters. Only these special characters are allowed: - ! $ # ^ * _ = { } [ ] : ? . ,".

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Q: Why won’t you let me in? / Why can’t I get my credit report?

We hope our customers can appreciate the great lengths that we go through to keep their information safe from prying eyes. We take the personal information of our customers very seriously so we may ask you to contact us to verify you are who you say you are. This usually includes a small series of challenge questions which we think only you would know.

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Q: How Do I Cancel My Identity Guard Membership?

We're sorry that you are looking to cancel your membership with Identity Guard. Of course, we'd love to hear from you (1-800-452-2541) to see how we can better meet your expectations, but for your convenience you may also cancel online by navigating to "My Account" within your member area.

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About kID Sure℠ and Child Identity Theft

Q: What is kID Sure℠, 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 Sure℠ 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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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. Our experts 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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