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Explore Frequently Asked Questions
If you wish to upgrade your account, please log in to your member portal. After logging in, you will see a “click here to upgrade” link in the upper right corner of your home page. As a reminder, only active accounts can upgrade.
However, there is more than one way to upgrade. There is an upgrade link located at the bottom of the website, as well as an upgrade link in the order form. And if you chat in with us, our automated messaging system or Customer Care representatives can send you an upgrade link as well.Link to this question
I chatted wih IDSeal online after 7PM EST, why am I only getting a response from the automated messaging system Luna?
Luna is our automated messaging person that can assist with a limited amount of things like: upgrading your account, reactivating your account, and updating the card you use on file. However, if you would like to chat with a representative then your message will be promptly replied to at the time of opening on the following business day. Our hours of operation are Monday through Friday, 10AM to 7PM EST.Link to this question
Currently, bill cycle dates are unable to be changed. In the event that the account is deactivated for nonpayment or canceled, then the bill cycle date will change upon payment or reactivation. When purchasing IDSeal services, you are paying for coverage for the upcoming service plan time frame, which will automatically renew upon each bill cycle date.Link to this question
No, it’s not recommended. The account holder’s name and credit card information should match. As a reminder only the account holder can update or remove the card on file?Link to this question
We would be sad to see you go! However, IDSeal does not charge a fee to cancel an account. Please keep in mind that only the account holder is able to cancel the account regardless of authorized users listed on the account.Link to this question
In the event that the credit card was not processed during signup, please re-enter your information on the ordering form. You may need to use a different credit card if another attempt fails. As a reminder, we do not accept prepaid or gift cards, or cash cards.Link to this question
Good News! If you wish to upgrade your account, please log in to your member portal. After logging in, you will see a “click here to upgrade” link in the upper right corner of your home page. As a reminder, only active accounts can upgrade.Link to this question
When upgrading or downgrading your account, the change will take effect on your next scheduled billing date.Link to this question
Good news! There are no additional fees when upgrading or downgrading an IDSeal plan and there are no contracts with any of our plans.Link to this question
When you initially sign up for your IDSeal membership or add a new payment method to your account, IDSeal will verify your payment method by issuing a $1.00 temporary authorization hold. This $1.00 hold is not actually charged to your account, but is promptly reversed and should be released by your banking institution within 3-7 business days.Link to this question
Children/Dependents: If your plan includes children or other dependents under the age of 18, log in to your member portal to add your dependents’ information such as social security number, date of birth, bank account routing and account number, email address, credit/debit card information, telephone number, medical ID card and social media accounts.
Be sure to complete profile information for all members in the household to take full advantage of the IDSeal protection plan.Link to this question
IDSeal uses the VantageScore 3.0 as our credit model. Other credit reporting services may use a different model. Also, not all lines of credit are reported to every agency, therefore your scores may slightly vary.Link to this question
We provide two attempts for members to authenticate the account. The system needs to generate new security questions based on the user’s credit report. If the user attempts to answer the questions but decides to finish it later, the system will recognize this as an official attempt.If the user attempts too many times, the system will lock the account, and the user MUST wait for 72 hours.
If the user tries to authenticate before 72 hours, the system will relock the 72 hour waiting period. Once the account is officially locked, it cannot be unlocked until 72 hours have passed.Link to this question
If you have finished authentication, then you can use the Unlock Tool (see instructions below).
If you have not completed authentication, please chat with one of our Identity Care Specialists, so that we may assist you with unlocking your account.
How to use the Unlock Tool:
If you get locked out of your account while trying to login, you will receive a message on the screen that states “Looks like you are having some trouble. Would you like some help logging in?” To unlock your account, click on “Help Me Login” and follow the directions. Once completed, you will receive an email with a reset password link. The reset password link is only valid for 10 minutes.
Please note that this email can take up to 10 minutes to arrive in your inbox.Link to this question
Your account will be locked for security purposes after three failed access attempts. If you receive a message indicating that your account has been locked, please chat with us. If it’s after business hours, please listen to the message and then press 1 on your phone to be transferred to an IDSeal Recovery Specialist.Link to this question
We recommend signing up for IDSeal after establishing at least two lines of credit for six months or longer.Link to this question
For security reasons, you will not be able to view or update the accounts of other adults in your household through your own account. Each adult account holder (18 years or older) needs to sign into their own account to view or update their information.
If anyone in your household has forgotten their username or password they can click Forgot User ID/Password and follow the instructions.Link to this question
Your username is the email address you entered when you first enrolled. If you changed your email after enrollment, that is your current username.
If you have forgotten your password, click Forgot User ID/Password. We’ll send you an email containing a link to reset your password. Keep in mind that, for security reasons, this link expires after 15 minutes.Link to this question
Alerts relating to a child’s social media will be sent to the parent’s email address. With children’s social media we focus more on cyberbullying, profanity, and intended sexual abuse.Link to this question
We monitor posts on your social media that have references to information that can damage your reputation like foul language, sexual content, and drug and alcohol references. Social Network Monitoring does not currently scan images, but it does scan the image caption or post that goes along with it.Link to this question
If you believe your social media accounts have been hacked, you should contact the social media company.Link to this question
I was notified that a company's website was hacked, but I’m not sure if my credit card was compromised. Will IDSeal notify me of any unauthorized transactions?
If the credit card number that was used on the website is found on the Dark Web, then IDSeal will alert you. We do not monitor debit and credit card transactions or bank checking/savings account transactions. IDSeal members will be notified when this enhancement becomes available.Link to this question
IDSeal does not monitor debit and credit card transactions or bank checking/savings account transactions. IDSeal members will be notified when this enhancement becomes available.Link to this question
Here are some examples of behavior that could trigger an alert. Please note that it may take up to 30 days after enrollment for you to begin receiving alerts. Please see the IDSeal Terms and Conditions for more information about alerts.
● Applying for credit, services or refinancing with company or bank you listed in your account
● Making changes to an existing account, or being added as an authorized user on any account with the company or bank listed in your alert
● Changes to your credit notifications
● Changes to your reported information entered into Digital Spy
Every reported item on your credit report is used to calculate your credit score. If your score has changed significantly since the last month, it may be due to the fact that an account was not reported for the month or an item has been added to or removed from your report. Drastic changes in account balances and opening new lines of credit may also significantly impact your score.Link to this question
In some cases, a credit reporting agency (CRA) may commit errors on your credit file and the incorrect information may trigger a notification. Nevertheless, if you see a credit notification that is not accurate, please call us and one of our Identity Care Specialists will be able to assist you. Our Identity Care Specialists are available Monday through Friday from 10AM to 7PM ET.Link to this question
Each credit reporting agency (CRA) generates a score derived from what is reported about you. A creditor may report to one, two or all three of the national CRAs. As a result, the information one CRA has may be different than another, resulting in a different credit score.Link to this question
In some cases, a credit reporting agency (CRA) may commit errors on your report – the incorrect information may simply be a mistake. However, if you feel the error may be the result of an identity theft, please call us and one of our Identity Care Specialists will be able to assist you. Our Identity Care Specialists are available Monday through Friday from 10AM to 7PM ET.
To dispute an inquiry or other information on your report, you will need to contact the relevant CRA. The contact information for the three national CRAs is below:Link to this question
One of the great benefits included in your IDSeal plan is access to your credit reports and scores from all 3 national credit reporting agencies (CRAs) – Experian®, Equifax® and Transunion® – every six months during your membership term. To access your credit reports and scores, log in to the Member Portal and go to “Credit Monitoring”.Link to this question
A credit score is a three digit number, typically between 300 and 850, which is designed to represent your credit risk, or the likelihood you will pay your bills on time. A credit score is calculated based on a method using the content of your consumer file.
The way your credit score is calculated and the contents of your consumer file may vary between each of the three national credit reporting agencies (CRAs) (Equifax®, Experian®, and TransUnion®). This is because not all creditors report to all three agencies.
While most creditors do report to all three national CRAs, you may hold an account with a creditor that only reports to one CRA or a creditor that doesn’t report to any of the three national CRAs. There are many different credit scores used by lenders, including credit scores provided by the three national CRAs, and credit scores that are custom built and used by a specific lender.Link to this question
Credit reporting agencies (CRAs) collect information from lenders and other data sources, create a comprehensive credit report, and provide this data to potential lenders and others that might need to assess your creditworthiness, such as landlords.
One of the great benefits included in your IDSeal plan, is access to your credit reports from all 3 national credit reporting agencies (CRAs) – Experian®, Equifax® and Transunion® – every six months during your membership term.Link to this question
Credit reports are composed of the data a credit reporting agency (CRA) has gathered about you from lenders and other sources. This may include records of mortgage payments, credit card balances and payments, auto loan payments and credit inquiries. It may also include public records.
One of the great benefits included in your IDSeal plan, is access to your credit reports and scores from all 3 national credit reporting agencies (CRAs) – Experian®, Equifax® and Transunion® – every six months during your membership term.Link to this question
The company responsible for the breach should promptly notify you if your information is exposed, and should also tell you what information or types of information are involved. You will also receive an alert from IDSeal via the Digital Spy service if we detect that any of the personal information you provided in connection with your membership account is found being sold, traded or bought in the dark web.Link to this question
Suspicious Phone Call
It is important to note that phone calls can be phishing schemes that criminals use to try to get your information by deception. Unfortunately, IDSeal is unable to assist with or investigate unwanted or suspicious phone calls such as these. We recommend that you never give any personal or bank information over the phone unless you are certain of the caller’s true identity. You may want to contact your telephone service provider to see if it is possible to block calls from the unwanted number.
You may also contact your state Attorney General to file a consumer complaint regarding these phone calls, as well as filing a complaint with the Federal Trade Commission. To learn more about telephone fraud or report instances of telephone fraud, visit www.ftc.gov/phonefraud.
Another recommendation is to register your phone number on the national Do Not Call Registry at <www.DoNotCall.gov, or by calling 1-888-382-1222 from the number you wish to register. If you register online, you must click on the confirmation email you receive to complete your free registration.
Emails may be phishing schemes that criminals use to try to obtain your information by deception. Be sure to delete the email and do not reply or click any of the links. Never give any personal or bank information over the Internet unless you are certain of the sender’s identity.
If you suspect you have been a victim of Internet Fraud, you can file a complaint with the Internet Crime Complaint Center (IC3) which is a partnership between the Federal Bureau of Investigation (FBI), the National White Collar Crime Center (NW3C) and the Bureau of Justice Assistance (BJA). IC3 accepts online Internet crime complaints from either the person who believes they were defrauded or from a third party to the complaint.
Please visit www.ic3.gov for additional information.
Unfortunately, receiving suspicious mail is fairly common and does not necessarily mean that an identity theft has occurred. IDSeal is unable to stop or investigate this type of unwanted mail. One suggestion is to mark the mail with “Return to Sender—Not at This Address” and put it back into the mail. If you continue to receive mail that is not yours, please notify the post office. If you are also receiving unwanted junk mail, you can opt out of this online by visiting www.dmachoice.org and filling out the online form. Another opt-out option is: www.optoutprescreen.com. Both services are free to use.
As always, watch your accounts carefully. If you notice any unauthorized activity on any of your personal accounts, please notify IDSeal and the financial institution in question as soon as possible.Link to this question
If you have not already done so, please immediately contact your financial institution to report the fraudulent transactions so they may begin an investigation into your account.Link to this question
For your security, your bank or creditor will speak only with the account holder. However, we will assist in reviewing your account with you for any other cards that were possibly in your wallet and contact those entities.Link to this question
If you are not in your home state when the event occurs, we will help in canceling your cards and assist in contacting your state’s DMV office to replace your identification. A police report may be needed as documentation for a lost or stolen wallet. If you are traveling outside of the United States, we will provide you the U.S. Embassy or Consulate office contact information for passport replacement.Link to this question
No. Our Identity Care Specialists will assist in contacting your bank or creditor to cancel your lost or stolen cards. These entities will be able to locate your account by verifying other forms of personal identifying information.Link to this question
No. Lost Wallet Service is included in all our IDSeal plans.Link to this question
We are sorry you have experienced such an event. IDSeal will assist you in quickly and effectively terminating and re-ordering wallet contents. Please call at your earliest convenience to speak with one of our Identity Care Specialists.
If after business hours, please call 1-888-325-5865. After listening to the message, press 1 on your phone to be transferred to an IDSeal Recovery Specialist.Link to this question
Please call immediately at 1-888-325-5865 to speak with one of our Identity Care Specialists. In addition, according to the U.S. Attorney General’s Office, the Secret Service oversees identity theft. This office may advise you to:
● Report the crime to the police immediately. Get a copy of your police report or case number. Credit card companies, your bank, and the insurance company may ask you to reference the report to verify the crime.
● Immediately contact your credit card issuers. Get replacement cards with new account numbers and ask that the old account be processed as “account closed at consumer’s request” for credit record purposes. You should also follow up this telephone conversation with a letter to the credit card company that summarizes your request in writing.
● Call the fraud units of the three credit reporting bureaus and ask that your accounts be flagged. Also, add a victim’s statement to your report that requests that they contact you to verify future credit applications.
● 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
● Review your reports regularly and make sure all changes you requested have been affected.
Additional information from these government agencies is available here.Link to this question
Specific social media platforms will periodically reset the connection with IDSeal. If you get an alert that your social media has been disconnected, you will need to login to your member portal to re-establish the connection. If the social media platforms disconnect every day, please chat with us.Link to this question
The Platinum Plus plan requires your child or children to be less than 18 years old.Link to this question
IDSeal monitors your enrolled child’s personal information to identify activity on the dark web and to spot credit information associated with your child’s identity. This notification means that a match to your child’s monitored information has been found. Review the notification to determine if your child’s identity may be at risk. For more information and guidance, please call at your earliest convenience to speak with one of our Identity Care Specialists.Link to this question
Our service monitors your child’s personal information for activity on the dark web, including Internet sites, chat rooms, forums and more. If we find your enrolled child’s personal information being traded and/or sold online, we will notify you. We also monitor your child’s SSN to identify credit information associated with your child’s identity.Link to this question
Non-Credit Loan Monitoring gets data from 23 of the top 25 payday lenders.Link to this question
A non-credit loan, also known as a payday or quick cash loan, is a type of short-term borrowing where an individual borrows a small amount at a very high interest rate. Non-Credit Loan Monitoring notifies you if this type of loan has been opened using an element of your identity.Link to this question
In the case of identity theft, the insurance policy that we offer provides reimbursement for costs associated with restoration such as legal fees, lost base wages, replacement of identification cards and other cards, travel, etc. To see a complete list of all expenses that are reimbursable please visit our Summary of Benefits.Link to this question
Our plans are unable to be transferred to another person because sensitive private information is already attached to the account.Link to this question
Our Identity Care Specialists will help you determine if an identity theft event has occurred and guide you through any necessary restoration activities. We may assist you with the following activities:
● Contact your issuer or banking institution
● Review your credit report for indications of identity theft
● Place a fraud alert or security freeze with the three credit bureaus
● Restoring your credit
● Recovering your identity
Your first Non-Credit Loan Monitoring report includes data from the past 2 years.Link to this question
The passwords used can vary for each login. Please see the list below to further assist:
- Member Portal – Use the password you created when signing up for IDSeal.
- IDSeal Pro-Tec Vault – Use your Windows Password.
- iPhone Application – Use your license key for Pro-Tec.
With Apple IDSeal Titan is unable to access required functions for features to operate on Apple devices. IDSeal is currently working on a Mac solution (Desktop application) with no estimated time of release.Link to this question
If I am using the product on four (4) devices and one of them got broken or stolen, can I use the software on a new device?
Please contact Customer Care and we can remove the license key associated with lost or stolen device so that you can use it for another one.Link to this question
Once a new license key has been issued, the old license key will no longer work. You will need to change the license key to the newly issued one on all connected devices.Link to this question
If you get a new device, you will need to download the IDSeal Pro-Tec software. With the successful installation on your new device, you will need to rescan your profiles, documents, passwords, and set your personalized settings up again.Link to this question
Yes, it will be on the desktop when you download the software. You can also add it to the Start menu with a successful installation.Link to this question
What happens to my stored and encrypted files or credentials if my subscription ends or is cancelled?
Your stored and encrypted files and login credentials will remain in the vault and will be available when your subscription is renewed. However, if you uninstall the software and reinstall it, or if it becomes deactivated, you will be given the option to decrypt the files and save your data to a local file destination.Link to this question
If you “replace” your license key (a new one is issued) your stored data will remain.Link to this question
I uninstalled IDSeal Pro-Tec from my device and reinstall it again in a week's time on the same PC, what will happen with my documents?
If you decide to uninstall and reinstall IDSeal Pro-Tec while your subscription is still active then you will be asked during the uninstallation process to decrypt the vaults. Once you go to reinstall it later on, your documents and settings will be refreshed and the information once stored will need to be re-added.Link to this question
I forgot my Windows password and can’t access the vault. How do I restore my data or access my login credentials?
If you forgot your Windows password and want to restore your data in the vaults we recommend that you reset your Windows password.Link to this question
There is no storage limit or restriction of documents that can be added to the Encrypted Documents Vault. However, attempting to add documents 50mb or larger may significantly slow down. We recommend not adding documents over 50mb.Link to this question