Frequently Asked Questions

General Questions


I received a Home Title Monitoring alert, what should I do?

If you received a Home Title Monitoring alert, we recommend checking with your county assessor to ensure your home title is recorded correctly.

Some customers have reported receiving Home Title Monitoring alerts in error. This sometimes results from an attempt to update your home title records on file. If you receive two Home Title Monitoring alerts, one alert for a title removal and a second alert for the same title added, you do not need to be alarmed.

However, if you receive a Home Title Monitoring alert regarding a property where you’ve never resided, or if you receive a Home Title Monitoring alert notifying you of a removal from a current property, but did not receive a second alert that the title has been added, you should contact your county assessor.

What is credit monitoring?

Credit monitoring is a service that alerts you whenever a change is made to one of your credit reports. This gives you the chance to quickly confirm the accuracy of the change and, if necessary, start sorting out any problems. Any suspicious credit-report change can be a sign of identity theft or be errors that might cause rejection by lenders.

What type of activity can trigger a credit monitoring alert?

Applying for credit, services, or refinancing with the company or bank listed in your alert.

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.

Applying for or inquiring about new services, store rewards cards, airline rewards programs or sweepstakes/drawings with the company or bank listed in your alert.

Are bank account transactions reported to the credit bureaus?

Bank accounts, like checking and savings accounts, are not reported to the credit bureaus and are not found on credit reports. However, we offer a Financial Transaction Monitoring feature in certain plans. This feature allows Identity Defense to monitor banking transactions on your behalf.

What information can I monitor for on the Dark Web?

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 Defense uses your Watchlist to monitor your information. We send you alerts if your information is found on Dark Web sites.

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

Do all three credit reporting bureaus have the same information about me?

No, because lenders send information to some and not others, or might have different times of reporting which would offset information. Credit reporting bureaus receive more than two billion pieces of data each month, so it’s a given that mistakes are going to happen. Credit reports are available from all three credit reporting agencies: Equifax®, Experian®, and TransUnion®, and they do not share information with each other. Therefore each of the three credit reporting agencies may have different information on file for you.


What is your refund policy?

Our official refund policy is located here.

What is your privacy policy?

You can read more about our privacy policy here.

How do I contact customer service?

Visit our Contact Us page for information on how to reach our customer service team. 

Why choose Identity Defense?

Over 21 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 47 million consumers and have partnered with some of the biggest names in the financial industry.

In our pursuit to better protect our customers and clients, we’ve continued to advance our products and address the challenges of the modern world. We recognized the need for a service that focuses on traditional credit monitoring as well as in-depth privacy protection. Consumers need a partner in safeguarding data and detecting threats and we are ready to fill that need based on our expertise and experience, unmatched in our industry.


If I’m having trouble enrolling, how can i get help?

We’re happy to help you enroll, contact us here.

Can I enroll if I have a security or credit freeze in place?

Yes, you are able to enroll in Identity Defense with a security freeze on your credit file at one or more of the credit bureaus.

What information do I need to add my family members to my plan?

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

How can I enroll my family members?

If you’ve selected a family plan, you can invite other adults to enroll through an email. The added member is not charged for the membership because it is included in the cost of the primary member’s plan. To ensure the privacy of all accounts, you will not be able to see the personal information or access the account for other adult members enrolled as part of your plan.

As a parent or guardian, the primary member can also add children (under the age of 18) to a family plan.

Once I enroll, how soon does coverage start?

Your Identity Defense membership begins after you complete your enrollment. Note that credit monitoring may take up to several days to begin after your successful plan enrollment.

Is the information enter during enrollment secure?

Yes, at Identity Defense security is our highest priority. We use various levels of encryption and access controls to help ensure the safety and security of your data.

How long will it take to enroll?

The enrollment process typically takes 5 minutes or less.

Do you need my Social Security Number to enroll?

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.

What information will I need to enroll?

To enroll, you will need to provide you 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.


What impact will a security freeze have on my current Identity Defense credit monitoring membership?

Placing a security freeze on your credit reports will not impact your Identity Defense membership.We’re happy to help you enroll, contact us here.

What should I do if I forgot my User ID or password?

Go to the member login page and follow the instructions.

How do I cancel my membership?

You can cancel your membership at any time by logging in to your Identity Defense account or by contacting us. If you’re looking for a different solution, consider checking Aura’s (it’s our sister company)  all-in-one protectionfrom identity theft, scams, and online threats for the whole family.

How do I update my account information?

If you need to update any billing or account information, login to your account.