Customer Center

Frequently Asked Questions

General Identity Protect Plus FAQs
Credit Reports and CreditXpert® Scores* FAQs
Credit Monitoring FAQs
Online Card and Document Registry FAQs
Credit Card Monitoring FAQs
Identity Protect Plus Monitoring FAQs
Children's SSN Monitoring FAQs

General Identity Protect Plus FAQs

What is Identity Protect Plus?
Identity Protect Plus is a comprehensive, take-charge identity theft service in the marketplace today that addresses the most targeted areas such as fraudulent opening of new accounts and running up the balances of current accounts. This program protects members from these expensive misfortunes through monitoring, detecting, and alerting members to potential mistaken identity or fraud. Most importantly, Identity Protect Plus puts the tools in your hands to help prevent identity confusion and fraud BEFORE it happens. In addition, Identity Protect Plus is there to help take steps in restoring the damage that is caused by these crimes should they occur.

I'm already a member; how do I use my benefits?
Simply Sign In to start using your benefits.


Where can I find my membership number?
Your membership number can be found in your membership materials or in the "welcome email" that was sent to you after you enrolled in Identity Protect Plus. If you have not received this email, please call customer service to obtain your member number.

What is your policy regarding member privacy?
See Privacy Policy for details.

What forms of payment can I use to enroll in the service?
Visa, MasterCard, American Express and Discover/Novus cards.

Is there any obligation to continue beyond my trial period?
Absolutely not! You are not obligated to stay protected through Identity Protect Plus. Once a member, you can call to cancel and will not be billed for any additional months.


How do I contact customer service?
Call us toll free at 1-866-623-5662 or via email at

I forgot my Username and Password. What should I do?
Click on Forgot Username/Password at the top right-hand side of the Homepage.

How secure and confidential is your website?
The Identity Protect Plus website runs on a highly secure web server farm. The advanced SSL connection scrambles or encrypts data on pages where secure information is transmitted, further safeguarding your information while it passes through cyberspace. We take two important measures to protect your information: 1) customer information is stored on a secure server that is firewall-protected and encrypted to block unauthorized third party access and 2) we restrict downloading of any data from our secure servers to unsecured locations, such as a laptop. Our site is also certified and regularly scanned by CyberTrust ( and Trustwave ( to protect against hacker attacks for over 11,500 known website security vulnerabilities. All sensitive information is encrypted prior to storing it in our databases.

For more information, please visit our Privacy Policy.

Where can I learn more about personal identity protection and how to prevent it?
The Identity Protect Plus's Education page contains information, useful links, and a quiz that will help you assess your risk level for identity theft. It's well worth a 5-minute visit.

How do I cancel my membership?
Contact customer service toll-free at 1-866-623-5662.


Credit Reports and CreditXpert® Scores* FAQs

How long does it take to receive my credit report?
After your identity is verified, you will receive your online credit report within seconds of requesting it.

As an Identity Protect Plus member, do I need to pay for my credit report each time I request it?
No. As a Identity Protect Plus member, you can request a new credit report at no additional charge.

Can you make corrections to my credit report?
No. Only the appropriate institution can change your records. However, Identity Protect Plus provides members with printable dispute forms as well as toll-free assistance in helping you to understand your reports.

Is my credit score available to me at any time?
Yes, you have secure access to your most recent credit score 24/7.


Where do you get the information for the comprehensive credit report?
The information in your credit report comes from the three national credit reporting agencies: Experian, TransUnion and Equifax. The information is merged into one easy-to-read report, which gives a complete picture of your credit history. All information is kept strictly confidential.

What information is included in my credit report?
Your credit report consists of four main categories of information:

  • Personal information: Includes your name, current and previous addresses, social security number, telephone number, date of birth, and current and previous employers.
  • Credit History: The majority of your credit report is comprised of information on credit accounts that were opened in your name. Details about these accounts, including the date the account was opened, the credit limit or amount of the loan, the payment terms, balance and a history of your payment records on each account is also included. Closed or inactive accounts, depending on the manner in which they were paid, stay on your report for 7-11 years from the date of their last activity.
  • Credit Inquiries: Each time a third party, such as a creditor, potential lender, or insurer pulls your credit report, it is recorded on your file as a credit inquiry. Inquiries remain on your credit report for up to 2 years.
  • Public Records: Public records obtained from government sources including bankruptcies, tax liens, collections and records of overdue child support are also recorded on your credit report. Public information stays on your credit report for up to 7 years.

How often should I check my credit report?
You should check your credit report on a regular basis. Your credit worthiness can have a significant impact on your financial future. With good credit, it is easier to take out loans, mortgages and auto leases and you are more likely to receive low-interest credit cards. Even if you do pay all of your bills on time, checking your credit report consistently may alert you of inaccuracies on your credit file, or of signs of potential Identity Theft.


Who can look at my credit report?
Anyone with a legitimate business need or a "permissible purpose" can gain access to your credit history. This includes potential lenders, doctors, landlords, utility companies, creditors, insurers, car dealers, lawyers and potential employers. Permissible Purpose is defined in section 604 of the Fair Credit Reporting Act (FCRA) which specifies who can access your credit report and why.

What is the difference between a single-bureau credit report and a triple-bureau credit report?
A single-bureau credit report provides information from only one of the three national credit reporting agencies, where as a triple-bureau credit report provides information as reported by all three national credit agencies (Experian, Equifax and TransUnion).

Do all three national credit reporting agencies have the same information on file?
The three national credit reporting agencies do not have the same information on file. While many creditors and lenders report information to all three agencies, some only report to one or may chose not to report to any. Therefore, each agency contains different records depending on who reported to them, and what was reported.

What is a credit inquiry?
When a third party looks at your credit information, this is called an inquiry and is recorded on your credit report. Credit inquiries are classified as either "hard" or "soft" depending on who looks at your credit information. A "hard" inquiry is generated when a potential creditor or lender checks your credit history for the purpose of lending you money. This type of inquiry can directly affect your credit score because if you have too many hard inquiries, a potential creditor may think you have asked for too many loans, and therefore would not be a good credit risk. Unlike hard inquiries, "soft" inquiries do not adversely affect your credit score, and occur when your credit is checked for other reasons, such as when you pull your own credit report.


Will ordering my credit report appear as an inquiry on my credit report?
No. When you pull your own credit report, it is considered a soft inquiry. Because soft inquiries cannot be seen by creditors, they will not adversely affect your credit rating and will not appear on your credit report.

Isn't everyone entitled to a free credit report annually?
Yes. Under the Fair and Accurate Credit Transactions Act (FACT ACT) consumers are entitled to access the information in their credit file from each of the three national credit reporting agencies once per year. For more information, please visit the FCRA page. To obtain your free annual credit report, go to

Why is it important to check my information from all three national credit reporting agencies?
Because the three national credit reporting agencies are independent of one another and do not exchange information, one credit agency may have records about you that another does not. By checking your information from all three national credit reporting agencies, you can see precisely what others see when they inquire about your credit. In addition, you can ensure the accuracy of your credit records and avoid Identity Theft.


What is my credit score?
Your credit score is a numerical value that reflects your creditworthiness, or your ability to pay back a loan. Your score is calculated from the information on your credit report using a standard formula that analyzes your payment history, credit usage, length of credit history, bankruptcies, and more. The higher the credit score, the better. A low credit score may indicate to potential lenders that you are a bad credit risk and have trouble paying off debt, where as a higher score indicates that you handle your finances responsibly and can be trusted to pay back loans. Knowing your credit score allows you to improve your rating and obtain less costly loans.

Why was I unable to access my credit report?
Identity Protect Plus often delivers online credit reports in seconds. But there are instances when we are prohibited from doing so. These include:
  • We are unable to verify your identity. Before receiving your credit report, you must complete an authentication process. If some or all of these verification questions are answered incorrectly, you will have the option of going through further verification over the phone with a trained representative from our Credit Information Hotline.
  • The credit bureau does not have adequate information on file to compile a credit report. Individuals with little or no credit history will generally not be able to view a report.
  • We are experiencing a temporary technical issue.
  • One of the three credit bureaus is temporarily down.


Credit Monitoring FAQs

What is credit monitoring?
Identity Protect Plus Credit Monitoring continuously examines your accounts for changes made to your credit file including inquiries, derogatory information, accounts opened in your name, or changes to your public records. If certain changes have been detected, you will be sent an alert via email on a daily basis. We'll also send you an "all-clear" notification on a monthly or quarterly basis, if there are no changes to your credit record.

Online Card and Document Registry FAQs

How do I register my cards and other personal documents?
Simply click on the Member Benefits tab, then select Personal Data Protection, and click on the Take Me There button. You can select the Dashboard Wizard to input/update your information.

Credit Card Monitoring FAQs

Exactly where do you monitor my credit cards?
We search online databases of hacked cards, chat rooms and blogs for instances of credit cards being sold. We notify you via email if we find one of your monitored cards on the Web.

Will I receive automatic emails?
Yes - if activity is found on your monitored credit cards online.

How will using your service impact my using my credit cards?
Identity Protect Plus will not freeze your credit card, but we will notify you by email if we find one of your monitored cards compromised on the Web. We scour online databases of hacked cards, chat rooms, and blog sites for instances of credit cards being sold - yours in particular.


Isn't it dangerous to give you my credit card? Can you use it without my knowledge?
We only ask for the 16 digits - NOT the expiration date OR the security number on the back of the card. Without this information no one can use your card. We are simply monitoring for those 16 digits.

Why should I be concerned with my credit card numbers? No one has stolen those numbers.
Millions of credit card numbers are lost or stolen each year. Many of them are eventually sold or traded for criminal use. There are even websites and chat rooms devoted ONLY to this illegal activity. Identity Protect Plus provides automated online monitoring of several of your credit card numbers for their presence on the Internet. This monitoring is supplemented by human intelligence, so we make sure you're more protected than ever.

Do I have to worry about credit card numbers related to accounts that have already been closed?
No - a closed account is a dead account.


Identity Protect Plus Monitoring FAQs

What does the Social Security Event Tracker do?
The Social Security Event Tracker scans public records and credit header files for information associated with your Social Security Number. Findings are logged and prioritized between "High Risk" and "Low Risk" status.

What is a Credit Header Record?
Credit header data is the identifying information that accompanies your credit report. It consists of name, name variations, address, former addresses, telephone number, date of birth and Social Security number.

What is an "Event"?
An Event is an instance where personal information was found. There are three possible event types:

  1. Unrecognized Name - Another name found to be associated with your information
  2. Unrecognized Address - Another address found to be associated with your information
  3. Unrecognized Phone - Another phone number found to be associated with your information

What is the difference between a High Risk Event and a Low Risk Event?
A High Risk Event indicates that there is a high probability that the event is fraud related. A Low Risk Event indicates that there is a lower probability that the event is fraud related. The level of risk is based on fraud models and patterns observed across all member data. Only you can determine for sure if the Event is indeed you or not. If you are reviewing your Events for the first time, we recommend reviewing all Low and High Risk events and categorizing them appropriately.

What is a "Perm ID" (Permanent ID)?
A Permanent ID is an identifying code, sometimes provided, in conjunction with an Event which can be helpful when pursuing remediation of a concerning event.

What is the First Reported Date?
The First Reported Date indicates the first known activity related to discovered name/address/phone information.

What is the Last Reported Date?
The Last Reported Date indicates the last known activity related to discovered name/address/phone information.

What is Social Security Number Fraud Watch?
Identity Protect Plus scans online databases, chat rooms and blog sites for your Social Security number. Should your Social Security number be found on any of the sites which Identity Protect Plus is monitoring, you will be alerted via email.

Does Identity Protect Plus Monitoring tell me if someone has tried to use my Social Security number illicitly?
Identity Protect Plus Monitoring only indicates whether your Social Security number has appeared on one or more monitored websites. It does not identify whether a particular SSN has been bought or sold, or used for illegal purposes.

Children's SSN Monitoring FAQs

What is Child SSN Monitoring?
Children's SSN monitoring scans credit header and public records data for information associated with your child's SSN. These records should not exist for minors under 18 years of age, and if they do, it could indicate that someone is potentially using that identity fraudulently. Should information attributed to your child's SSN be discovered, you will be alerted.

How many Children's SSNs can I monitor?
You can monitor up to 10 SSNs of children under the age of 18 currently living in your household.

What is a Credit Header Record?
Credit header data is the identifying information that accompanies a credit report. It consists of name, name variations, address, former addresses, telephone number, date of birth and Social Security number. A Credit Header record should not exist for anyone under the age of 18. If found associated with your child's SSN, it is an indicator of fraud.

What are Public Records Data Sources?
Public Records Data Sources are records that, if found associated with your child's SSN, could indicate potential risk of future credit fraud. These records could include data such as property ownership, court, legal, and criminal records to bankruptcy filings, liens, and judgments.

How would my Child have any credit history?
Children could potentially have credit history if the parents/family member adds them to their credit card or bank account as an authorized user. Children 18 years or older could also have a short credit history.

Why can't I view any info online about my Child's SSN?
Your child's SSN information is not available online for security reasons. First, we need to verify your relationship to the child before any additional steps are taken. Once you contact the bureau's you will need to provide several forms of proof that you are the parent of the child. Once you have been verified as the parent(s) then you will be able begin the investigation process.