frequently asked questions

We use our proprietary software and human operatives to proactively monitor your identity and alert you of potential fraudulent activity. Through InfoArmor Identity Protection, you will also have the power to create financial thresholds for debits from your bank accounts, allowing you to receive alerts for potentially suspicious financial transactions outside of your set limits. We monitor your credit reports and credit-related accounts to help determine if someone is using your name fraudulently, and we monitor the dark web to check for your compromised credentials that could lead to unauthorized account access. While we can’t prevent fraud, we can and do alert you at its first known sign, then remediate the fraud and restore your identity.

We know that tracking your own identity is cumbersome and filled with unknowns, so we’re here to help take the burden off your shoulders so you can live your life.

Our powerful technology helps detect when an identity may be at an elevated risk for theft and allows us to help you take necessary precautions, including placing fraud alerts, credit freezes, and reviewing credit reports. We go beyond credit monitoring to search for suspicious activity, looking holistically at the financial accounts you use, the social media accounts you log into, and other data sources that could be compromised by others. This allows us to alert you of fraud at its earliest signs.

We know that protecting your information is of utmost importance. That’s why we use security software to encrypt the information before and during its transmission through the internet. We only allow information to be submitted for transmission if your browser is compatible with our security software. If your browser is not compatible, you will receive a message indicating your transaction can be completed but at a lower level of security. No method of transmission over the internet, or method of electronic storage, is 100% secure, however. Therefore, we cannot guarantee its absolute security.

While InfoArmor Identity Protection’s service includes credit monitoring, we know that credit is just one aspect of identity protection. We detect a more expansive range of identity theft beyond the range of credit accounts. InfoArmor Identity Protection’s identity monitoring looks for misuse not only of credit, but also of high-risk transactions (suspicious non-credit activity such as school loans and medical billing) and compromised credentials on the dark web, including your financial and social media accounts.

Additionally, InfoArmor Identity Protection monitors the accounts you add, even from multiple financial institutions, in one place instead of relying on each bank’s individual fraud monitoring system. With InfoArmor Identity Protection, you can place thresholds for financial activity on all of your existing bank accounts, giving you greater insight into potentially fraudulent activity. If you’d like more details on financial threshold monitoring, you can contact us here.

Each month, we’ll email you your Identity Health level and notify you of any active alerts. You’ll also receive notifications as soon as we detect an issue or suspicious activity. If you believe the information is inaccurate, please notify our remediation experts by selecting “Not me” in the portal or calling the phone number on the alert.

If you receive InfoArmor Identity Protection as a voluntary benefit through your employer, your coverage will begin on your employer’s effective date, which could be immediate. Please contact your benefits provider for your plan’s effective date.

While some features begin as soon as you enroll, for certain features to work, such as financial threshold, credit monitoring and social media monitoring, you will need to enter your account or additional information for us to begin monitoring. Please visit our Terms and Conditions for more information regarding product features. When you log in, the corresponding tabs for each feature will be on the left side of your screen.

If you’ve been through all the login steps and still cannot log in, please contact Customer Service at 1.800.789.2720.

No, activating Credit Monitoring will not impact your credit score.

If you have InfoArmor Identity Protection and suspect you’re a victim of fraud or identity theft, please contact a Privacy Advocate as soon as possible, either by selecting “Not me” on the alert within your account or calling our advocate hotline at 1-855-821-2331. Your Privacy Advocate will ask you questions and perform research with you to determine if you are a victim.

Once you are in touch with a Privacy Advocate and have been confirmed as a possible victim, you will be assigned to a Remediation Specialist who will work on your behalf to manage your case and help restore your identity. Our U.S.-based Privacy Advocates are not outsourced — they work in-house — and our Remediation Specialists are Certified Identity Theft Risk Management Specialists (CITRMS®). They are experts in identity restoration and are committed to doing the legwork to restore your identity for you.

If your account features are up-to-date and enabled, you’ll receive an email or text message alert (according to your stated communication preferences) as soon as we detect activity. We also send a monthly status email showing your Identity Health status and any outstanding alerts you might have. You can view these at any time by visiting your portal.

If your contact information was not included when you initially enrolled, you will receive a welcome letter through the postal mail with instructions for how to log in to your account, update your contact information, and fully enable all your features.

Please keep your account updated with the most recent contact information and preferred communication method so we can quickly alert you to any concerning activity. If you have any trouble completing these tasks or receiving these communications, please contact us. If your account is not properly updated with your most recent contact information, you may not receive fraud alerts.

If you have InfoArmor Identity Protection as a benefit (Pro, Pro+, and Pro+Cyber), yes. We provide you with a VantageScore 3.0 credit score and credit reports. Please visit our Terms and Conditions for more information regarding product features.

The credit score you see in your dashboard is not your FICO score. The score you see on your Credit Monitoring tab comes directly from TransUnion; our industry calls it your VantageScore 3.0 score, and it ranges from 300 to 850. Financial sectors commonly use your FICO score to determine creditworthiness. FICO and VantageScore 3.0 scores both range from 350 to 850, and while they both follow similar rules, a FICO score also accounts for your Equifax and Experian scores.

To get a better idea of where your credit score stands, we encourage you to review the changes to the VantageScore 3.0 score we provide in your InfoArmor Identity Protection portal.

Before opening a line of credit or taking out a loan, it’s always best to ask what credit score the financial institution will use to determine credit worthiness. Your bank may be pulling a different type of score (one that has a different low and high) than the one InfoArmor Identity Protection provides. For example, your bank may have pulled a VANTAGE score if it was assessing your eligibility for a financial product or loan. A VANTAGE score goes up to 990, while the VantageScore 3.0 score InfoArmor Identity Protection provides tops out at 850. This is why your credit score may differ from other sources.

The underground internet, also called the deep web or dark web, is where cybercriminals illegally store and sell Personal Identifiable Information (PII). We utilize human operatives and artificial intelligence to search the dark web for your data. We alert you immediately if we discover personal information, like an email address, credit card numbers, and even passwords you use.

We reimburse stolen funds for members who have InfoArmor Identity Protection Pro Plus. Before we reimburse stolen funds, we will first attempt to remediate the issue through our standard process.

For incidents of funds stolen from an investment account such as 401(k) or HSA , we will reimburse up to $1,000,000.

For incidents of funds stolen from other sources, we will reimburse up to $1,000,000.

The maximum total for one (1) occurrence within any 12 consecutive months of the term of membership, for unrecoverable funds, exclusive of interest, is $1,000,000.

Exclusions include fraudulent withdrawals that happened prior to your InfoArmor Identity Protection coverage.

The InfoArmor Identity Protection benefit is only available to those who have a Social Security number and reside in the U.S. Contact Customer Service or your benefits department to determine if your family members are eligible for coverage. There is no age limit or floor for enrolled family members, so from infants to adult children you support are covered. And now with a Pro+ family plan, coverage also includes participant’s parents, in-laws, and grandparents over the age of 65 — regardless of where they live or whether they receive any financial support from the participant. You may not enroll your spouse or other family members or dependents who are over the age of 18 into credit monitoring. Any such spouse, adult family member or adult dependent must register for credit monitoring and pass identity verification separately.

Family member coverage extends to your dependent children, or other dependent family members, who do not reside with you but who are supported financially by you. Also included in coverage are parents, in-laws, and grandparents (age 65+) regardless of where they live or whether they receive any financial support from you. 

However, keep in mind that eligibility requirements may vary if you're a member as part of your work benefits. Please contact your human resources department for more information about plan details and potential additional costs.

If you leave your company and reside in the U.S., you can still keep your coverage. Simply contact a member of our Customer Service team. Keep in mind, pricing may vary.

There is no age limit or floor for children to be enrolled in Allstate Identity Protection.

However, keep in mind that eligibility requirements may vary if you're a member as part of your work benefits. Please contact your human resources department for more information about plan details and potential additional costs. The features available to minors may also vary.

If you have any questions after you enroll, please contact our Customer Service team, who are available 24/7, at 1.800.789.2720. You can also email us at care@infoarmor.com.

We currently support the following internet browsers: Firefox 17+, Chrome 25 +, Safari 5.1+, and Microsoft Edge.

We recommend you update your browser if it is older than those we support, as older versions may not have security features as the newest versions. 

Yes, an email address is mandatory to receive alerts and manage your account.

You can choose to receive alerts via email, email and text, and text only. You can manage your contact preferences in your account by logging into your InfoArmor Identity Protection portal, clicking your name in the top right corner, selecting Account Settings, and setting your alert preferences.

Your personal information and account activity should not be accessible to family members connected to your identity protection plan. For privacy and security, adult family members connected to your identity protection plan must independently and privately manage their own accounts. 

Once your adult family member creates their own account, you’ll each have a separate login, full control of our monitoring features, and access to view your own account activity at any time. To send them an invitation, log in to your account, click on the icon in the top right corner, select “Family” and follow the on-screen instructions.  

For family members under 18, you will manage their protection as the primary account holder. If you have any questions, please contact our Customer Care team. 

Yes, we have Spanish-speaking customer care specialists and restoration specialists. When you call in, please select the Spanish option to be routed to these representatives. 

No, but we highly recommend activating many of our features so we can better monitor your information. There are no additional costs in activating the features on your account.

Your financial institution’s fraud reimbursement may not be as robust as you think. Banks may reverse a fraudulent charge, but the consequences of identity theft can follow you and your family for years — affecting online accounts, credit, loans, taxes, even government benefits.

Over two thirds of identity fraud victims report their financial institution did not resolve their fraud.