ID Vault Frequently Asked Questions

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General

Q. How many accounts can I protect with my ID Vault?

You can store an unlimited number of accounts and credit cards, including your Identity Guard® account with your ID Vault.

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Q. Why should I add my Credit Card number to ID Vault?

With your credit card information stored in ID Vault, you don’t have to find your wallet when you are making a purchase online. ID Vault will offer to fill in the credit card information on the order form which also prevents a malicious keylogger from stealing your credit card information during a purchase.

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Q.Where do I find my License code?

After you have installed ID Vault, you can find your license code by clicking on the help icon and selecting Subscription Info. It’s also available in your member area, on the computer tab.

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Q.Can I access my online accounts if I cancel my Identity Guard subscription?

After 30 days, you will no longer be able to access your accounts and other security software. We give you 30 days so you have time to transfer the information from your ID Vault.

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Q.What are the system requirements for ID Vault?

  • Windows 7, 8, 8.1, or 10
  • Internet Explorer 8.0 or higher, Firefox 2 or higher, or Chrome 45 or higher
  • 600 MHz processor (minimum)
  • 512 MB RAM (minimum)
  • 40 MB free disk space (minimum)

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Q. How will I know if I’m using the latest ID Vault software?

From your ID Vault, click the help icon, then select “Check for Updates” from the menu. The software will check to see if you are up-to-date. If a more recent version of the ID Vault software is available, it will be installed automatically.

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Q. What if I get a new computer?

If you get a new computer or have to re-image your existing computer, you’ll need to re-install ID Vault. If you have access to your old computer or have ID Vault installed on another machine, we recommend that you create a back-up of your ID Vault to a removable storage device as described in the FAQ ‘Can I back up the information in my ID Vault?’

You can download and install ID Vault using the link on the right side of this page.

The software is compatible with PC Windows Operating systems (not Mac compatible).

Once the software is installed, plug in the removable storage device that you backed up to. In your ID Vault, click on the Options tab on the left side of your dashboard, then click on the Restore icon and select the backup file. Enter the Master PIN that you set on your old computer and your accounts will automatically be added to your online accounts list.

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Q. What if I forget my Master PIN?

Identity Guard does not have a record of your PIN, or any way to unlock your subscription once it has been locked. Although you are locked out of your ID Vault, so is everyone else. Your information cannot be accessed without the PIN.

You can create a new PIN and read your accounts to ID Vault but there is no way to access the accounts you added previously. This is a security measure to ensure that only you can unlock ID Vault.

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Q. I forgot my Master PIN.

If you incorrectly type your PIN number four consecutive times, you will be locked out of your ID Vault. If you do not have your PIN, there is no way to unlock the ID Vault software and access your personal information.

After a final failed attempt to enter the PIN number, you will be brought to the Master PIN Entry page where you can create a new PIN. Your ID Vault will remain intact, however, you cannot access any of the accounts which were attached to your old PIN. You will need to re-add any accounts which were tied to the previous PIN. (Or use your back up file — see how to back up your ID Vault)

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Q. I forgot my Master PIN.

  • Click on the Options tab on your dashboard
  • Click on the link that says ‘Change Master PIN‘
  • Enter your current ID Vault PIN;
  • In the pop-up window, enter your new PIN and re-type to confirm
  • Click ‘OK’ to accept the change.

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What is ID Vault?

Q. What is ID Vault?

ID Vault® is a password storage software that protects your online financial information from: phishing, pharming, spyware, keystroke loggers, Trojan Horses, and other sophisticated Internet-related fraud schemes. It remembers all of your passwords so you don’t have to.

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Q. Why should I use ID Vault when I already have other software that stores my passwords?

ID Vault provides the safest and easiest way for you to access your online accounts. It provides protection from keystroke loggers, phishing websites and malicious software that attack your browser — security that you don’t get from Internet Explorer, Firefox or Antivirus software.

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Q. My computer already has software which stores my UID, PWD — what’s different about ID Vault?

Some software will remember your user names and passwords, but only the ID Vault offers the following important safety features with the password storage feature:

  • Secure Browser: The ID Vault opens a opens a secure connection to financial websites and submits credentials automatically to protect you from a variety of network, key logging, screen scraping and Trojan-based attacks. SecureView also blocks malicious browser plug-ins that may compromise system security.
  • Anti-Phishing: The ID Vault maintains a listing of thousands of Financial Institutions’ IP Addresses. When connecting you to these web sites, the ID Vault verifies that you are connecting directly to the IP address. This prevents you from connecting to a hijacked web site.

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Q. How does my ID Vault protect my personal information?

ID Vault uses two-factor authentication to protect your information with a PIN that you choose. Plus, since ID Vault automatically signs you in to your online accounts without you having to type anything, your information is always safe from keystroke-logging malware designed to capture your sign-in credentials.

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Q. How does my ID Vault protect me from spyware and keystroke loggers?

Keystroke loggers can only capture and steal your sign-in information when you manually type it in. Your ID Vault automatically signs you in to your online accounts, keeping you from typing in — and, therefore, potentially revealing — your usernames and passwords.

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Q. How does my ID Vault protect me from phishing?

“Phishing” is used by identity thieves to capture your personal information — account numbers, usernames, passwords, etc. — by getting you to click on a link in an official-looking email that actually takes you to a malicious imposter Web site. You can feel secure knowing that the Online Account Protection services in your ID Vault will put up a warning if you try and enter your financial account password into an unrecognized site. Your ID Vault is constantly monitoring, verifying and validating the IP addresses and sign-in procedures for more than 8,000 financial sites. That means you’ll always be signing into a legitimate Web site, not a fake one.

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Adding Accounts

Q. How do I add my online accounts to my ID Vault?

The Online Account Protection service of ID Vault protects your online identity from phishing, pharming, bank Trojans and keystroke logging software, among other online threats. You must add your online accounts to ID Vault to protect them.

Almost any Web site that requires a password can be added to ID Vault. Just follow these steps:

  • Using Internet Explorer or Firefox, browse to the Web site where you have an account.
  • Browse to the login page and log in to your account.
  • Your ID Vault will ask your permission to add the account either when you land on the page or after you submit your user name and password, depending on whether the account is classified as Financial or Other. ID Vault provides additional security for Financial accounts, including opening your accounts in the Secure View browser instead of your regular browser.
  • Confirm that you are logged in correctly then click ‘Yes’ or ‘Add Now’ to securely add this account to your ID Vault

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Q. Can I add two different accounts at the same financial institution or website to my ID Vault?

Yes. Your ID Vault will automatically assign a numeric suffix so that a second account added for the same Website is added as ‘Bank of America 2’ or ‘Google 2’. You can always change the name of a saved account by right clicking on the account name in the list and selecting ‘Rename’ from the menu.

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Q. I am unable to sign in to my Financial Account. The sign-in process involves multiple pages and security questions.

Many financial sites make use of “cookies” for security purposes. For your ID Vault to work properly with these financial sites, it is necessary to store these cookies in your browser. (A “cookie” is information that a Web site puts on your computer so that it can remember something about you at a later date) If your computer is not storing cookies for your financial institution(s) correctly, the ID Vault login could fail.

To check whether cookies are being stored for an online financial account:

  • Sign in to the site manually, using your default browser — not with the ID Vault. If you are asked a security question such as your mother’s maiden name or the name of your first pet, then cookies are not being stored properly on your computer for this account.
  • To modify your browser settings so that cookies are properly stored for our financial institution:
    • Open your browser and select Tools then Internet Options.
    • Under the Privacy tab, click on the “Sites” button.
    • In “Per Site Privacy Actions” window, look for the name of your financial institution’s Web site URL in the “Managed websites” list. If it is not there, your computer is not set to save cookies for this site.
    • Add the Web address, or URL, for your financial institution into the “Address of website:” field. Click “Allow.”
    • Click “OK” to close the “Internet Options” window.
    • Close your browser to ensure the changes will take effect. Cookies for this Web site will be stored regardless of your other Internet security settings.
  • Once you have verified that the cookie settings are correct, log into your account once manually, without using ID Vault, to ensure that the site cookies will be stored on your computer. When logging in manually, pay attention to the page with the security question, as this page may prompt you to identify your computer as Private (one that you use regularly) or Public (one that you will not use regularly). Select “Private,” so that the Web site knows to place the cookie on your computer.

Once you have successfully signed in to the web site, sign out of the web site. Create the account again using ID Vault.

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Q. How do I edit an online account?

To edit a Financial account, right click on the account name in the list and select edit. The Secure View browser will open and you will be prompted to log in to your account again with your new user name and password. Your ID Vault will automatically update your account with new information.

For Other accounts, right click on the account name in the list and select delete. Browse to the login page of the Web site and log into your account again. Your ID Vault will prompt you to save the account and it will reappear in your account list with the updated username and password.

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Accessing/Editing Accounts

Q. I can’t access an account stored in my ID Vault.

Banks, and other Web sites periodically change their sign-on web pages-to offer a promotion, during mergers, or to change their log-on procedures. Usually, these changes don’t affect the log-on by your ID Vault, but if the change affects a link, or a field associated with the stored ID Vault account, the account may not open using the ID Vault. If this occurs, delete the account stored in the ID Vault, by right clicking on the account and selecting ‘Delete’. Once the account has been removed from the ID Vault list of accounts, add it again by logging in from your regular browser and allowing ID Vault to add it your list of accounts.

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Q. I can’t access my accounts after recently changing my Web browser.

Your ID Vault software is integrated with your web browser. If you change your default browser, including updating it, your ID Vault software may no longer function correctly. In these instances, your ID Vault software needs to be removed, and reinstalled after the browser installation or update.

  • Create a backup of your ID Vault by clicking on the Options tab and selecting ‘Backup’.
  • Remove the existing ID Vault software from your computer using the Add/Remove Programs and Features on your control panel.
  • Select ‘Yes’ when you see the screen that says “Save secure password file?”
  • Login to your member area to reinstall ID Vault.

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Q. Some of my “Other Accounts” allow me to edit them directly from the ID Vault dashboard while some do not provide me that option. Why are they different?

ID Vault has different levels of security for certain Websites. Financial accounts such as your bank as well as shopping sites and popular social media Websites are part of the “Trusted Network.” Accounts in the Trusted Network can be updated by clicking on the account in ID Vault because the URLs for those sites are confirmed.

For accounts not in the Trusted Network the “Edit” account option is disabled and grayed out. This is by design for security reasons because ID Vault is unable to verify the login URL is current and accurate.

To securely update an “Other” account with a disabled “Edit” option:

  • Open the ID Vault dashboard
  • Right-click the “Other Account” you want to update
  • Select “Delete” and confirm that you want to delete the account.
  • Click the “Add Other Account…” dashboard link
  • Add the URL of the site you wish to update in the address bar
  • Login to the account
  • When prompted by ID Vault, “Add” the account

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Uninstall

Q. How do I uninstall my ID Vault software?

To Uninstall your ID Vault software follow these steps:

  • Click on “Start” (Windows XP) or the Windows flag (Windows Vista/7) in the lower, left corner of the computer screen;
  • Click on Control Panel;
  • Click “Add or Remove Software,” (XP), or “Programs and Features,” (Vista/Windows 7);
  • In the Programs list, find the ID Vault software, highlight it, and click to Uninstall.
  • If you plan to re-install your ID Vault, select ‘Yes’ when you see the screen that says “Save secure password file?” If you don’t plan to re-install your ID Vault, click ‘No’.
  • An optional “Uninstall Survey” will open.
  • Restart your computer — shutting down and restarting the computer finishes the removal process.
  • If you are having problems removing your software, click on the chat link at the bottom of the page to chat with a support technician.

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Backup your passwords

Q. How do I backup the information in my ID Vault?

We recommend that you regularly backup your ID Vault so that if anything happens to your computer, you can re-install ID Vault on a new computer and restore all your personal information in one step. To create a backup follow these steps:

  • Click on the Options tab on your dashboard
  • Click on the Backup icon
  • Select a location to save the backup file. A removable storage device, such as a flash drive, is perfect. The backup file will be PIN protected so make sure to remember the PIN you are using at the time you create the backup.

To restore your ID Vault follow these steps:

  • Use the link inside your member area to download ID Vault and install.
  • Click on the Options tab on your dashboard
  • Click on the Restore icon
  • Enter the PIN you used to create the backup and your information will be restored into your ID Vault on this computer

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Issues

Q. I’m using Internet Explorer 9 and ID Vault is not asking me if I want to save my accounts when I browse. Why not?

If you are using IE9, you need to make sure that the ID Vault add-on for Internet Explorer is enabled. Once you are running the software, the easiest way to enable IE9 for ID Vault is to open Internet Explorer and click on the ‘Tools’ icon in the upper right hand corner. Then select ‘Manage Add-ons’ from the drop-down menu as shown below.

You will be presented with a list of add-ons. Select the add-on named ID Vault.

An ‘Enable’ button will appear in the lower right corner of the window. Click ‘Enable’ then ‘Close’.

Log into one of your online accounts using Internet Explorer, to see if this corrects the problem. If you are still experience difficulty, contact customer care.

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Q. How do I resolve a Communication Error or check my Internet connection?

If you receive a “Communication Error” message, the likely cause is that your ID Vault cannot find an internet connection, your computer has lost the internet connection, or your ID Vault application may have been launched before the host computer had connected to the internet. Test by checking to see if you can successfully launch your web browser.

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Q. I’m getting the message, “User is already logged in” and I can’t access my ID Vault.

If you have logged into your ID Vault and then log into the same computer as another user, your ID Vault cannot be accessed until the original log-in has been cancelled. The easiest way to fix this situation is to log the other user off the computer.

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Q. I can’t open my financial accounts or receive software updates.

If you have problems accessing a financial site, or receiving update information, your ID Vault service is probably being blocked by a firewall or anti-virus application. In order to remedy this, the two ID Vault executables (.exe files) need to be listed as ‘safe’ in whichever security application you use. Those two executables are:

  • IDVault.exe
  • IDVaultUpdate.exe

In all cases it is best to check with the application manufacturer, read the manual or search the on-line help to see how to add ID Vault, or any other application to the list of safe software and/or sites.

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Q. I’m having trouble downloading and installing my software. Who should I contact?

Contact Identity Guard Customer Service for any problems with software download, installation or license processes. You can contact Identity Guard Customer service at 1-800-452-2541.

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