Frequently Asked Questions

Below are answers to the questions we hear most often — about enrollment, account issues, technical help, and more. If you don't see the answer you're looking for, contact us by email at or call us toll-free: 1-800-548-2610, Monday—Friday, 9am—9pm, or Saturday, 10am—6pm (EST).

What Is Credit Alert?

Credit Alert® is a proactive credit management and identity theft solution provided by Intersections Inc. and Aimia. We have three levels of service. Credit Alert Credit Management helps you better understand and manage your credit information. Credit Alert Identity Protection provides important monitoring of your credit files at both Equifax® and TransUnion®, sending you quick alerts when certain activities are detected. Credit Alert Plus combines the power of both for credit management and identity protection. Click here to compare our plans.

How Much Does It Cost to Enroll?

Since we offer a variety of services that provide different coverage options for varying fees‚ we suggest that you compare plans to find the Credit Alert service that meets your own individual needs.

How Do I Contact Customer Service?

You can start here: Contact Us. Or‚ simply call us at 1-800-548-2610. Our Member Services team can help you make the most of your Credit Alert service.

What Is Your Privacy Policy?

Helping you keep your personal information private is of utmost importance to us. You can read our Privacy Policy here.

Member Questions

What Should I Do If I Forget My User ID or Password?

Just click on I Forgot User ID or Password (it’s on our Member login page). Then just follow the instructions and we’ll send you an email with a link to your SECURITY question. Once you’ve successfully answered it‚ you will be prompted to change your User ID or Password so you can regain access to your account. You can also call Customer Service and someone can help you regain access to your account.

What Should I Do If I Forget My PIN?

Look for‚ and click on‚ I Forgot My PIN on our Member login page, or simply call Customer Service at 1-800-548-2610.

How Do I Update My Contact Information?

You can view your current contact information anytime by logging into your account and viewing the “Account Information” menu in our Member Area — and you can update your email address‚ User ID and Password online. To change your mailing address‚ billing card, or phone number‚ please call us at 1-800-548-2610. This change cannot be made online in our Member Area.

How Do I Change My Payment Method?

To change the way you pay for your service‚ please call us at 1-800-548-2610. This change cannot be made online in our Member Area.

How Will I Receive Alerts/Notifications About My Account?

You can choose to receive your account notifications by email‚ phone or text message. If you provided your email address during online enrollment‚ you will automatically begin receiving notifications via your email account unless you change your deliver method.

Can I Change the Way I Receive Alerts/Notifications?

Yes. Simply log into your account and view your delivery options in your “Account Information” menu. Select the one that works best for you. You will also find your alerts and notifications in your Message Centre in our Member Area.

I Haven’t Received Any Emails About Alerts or Notifications for My Account. Why Not?

There are a few reasons you may not be receiving them‚ such as:
  • You may have entered your email address incorrectly‚ or you may not have updated an old email address on your account. You can see which email address we’re sending your messages to by viewing the “Account Information” menu in our Member Area.
  • In order to receive notifications by email‚ you must select “Email” as your preferred delivery method. Please check your delivery option settings by reviewing the “Account Information” menu.
  • Some spam/junk mail filters may prevent you from receiving our service notifications. Please add us to your email contact list to ensure you receive them.

Does Credit Alert Have a Mobile App?

Yes. If you're enrolled in Credit Alert Plus you can access your Credit Alert profile anytime, anywhere with our mobile app. And all it takes to get started is a simple download – available for your iPhone® or AndroidTM smartphone. Once downloaded, you’ll have access to your:
  • Credit Score: See your credit score, based on data from Equifax.
  • Credit Score Details: See what factors may be affecting your credit score.
  • Alerts: When new reports or alerts are available for your account.
  • Alert Details: View the list of alerts in your Member Area and read the alert details on-the-go.
  • Download today:

I Have Inaccurate Information Appearing on My Report. How Can I Correct It?

Inaccurate information on your report may be due to a variety of reasons such as clerical errors, typos and similarities that may generate a connection. For example, if you signed a lease with a roommate, some of their information may appear on your public record report as a possible connection. Since public information is not standardized or monitored for accuracy, identifying the original source is near impossible and correcting it can prove to be a difficult task.

I Just Received an Alert. What Should I Do?

Review the alert to determine if you recognize the activity. If not, you can give us a call and we can help advise you on the next steps to take.

How Do I Cancel Service?

Call Customer Service at 1-800-548-2610.

Technical Issues

Is the Information I Enter During Enrollment Secure?

To help keep your personal information — including your credit card numbers — protected from unauthorized access‚ we use the most advanced encryption technology available — 128-bit encrypted Secure Sockets Layer (SSL). When you begin your transaction‚ you should see a small padlock icon in the url bar of your browser or the url should start with “https”‚ which will indicate that you are on a secure page.

Do You Offer Web Support?

Yes. Please email our support team at, or call 1-800-548-2610, Monday—Friday, 9am—9pm, or Saturday, 10am—6pm (EST).

Is Your Software Compatible with Mac/Apple?

The current suite of protection software is not compatible with Mac computers but our Product Team is hard at work looking for options. If you have questions, please contact us. We’ll be more than happy to help.

Help for Victims

How Can I Tell If I’m a Victim of Identity Theft?

There are a few tell-tale signs that can help you determine if you’ve become a victim of identity theft‚ for instance:
  • Unfamiliar criminal records‚ court records‚ address information or bankruptcies attributed to you.
  • Unexplained charges or withdrawals in your accounts.
  • Receiving bills or other mail late‚ or not at all. This may signal that an identity thief has submitted a change of address to divert your mail.
  • Being served court papers or arrest warrants for actions you did not commit.
  • Receiving credit cards for which you did not apply.
  • Being denied credit for no apparent reason.
  • Receiving calls or letters from debt collectors or businesses about merchandise or services you did not buy.
Although any of these indications could be a result of a simple clerical error‚ you should not assume that there’s been a mistake and do nothing. Always follow up with the business or institution to find out what’s really going on.

What Should I Do If I Think I’m a Victim of Identity Theft?

If you are enrolled in Credit Alert Plus or Credit Alert Identity Protection‚ call us at 1-800-548-2610. We will help you determine if you may be a victim and then the Identity Theft Recovery Unit experts will help guide you through the recovery process. If you are NOT one of our members‚ it is recommended that you immediately:
  • Report the crime to your local police. Be sure to get a copy of your police report or case number for reference.
  • Call each of your credit card issuers. Get replacement cards with new account numbers and ask that your old accounts be processed as “account closed at consumer’s request”. Follow up by summarizing your request in writing.
  • Call the fraud units of the credit bureaus. Ask that your accounts be flagged and add a victim’s statement to your report requesting that you be contacted to verify future credit applications. Here’s how to reach them:
    • Equifax Canada Box 190 Jean Talon Station Montreal, Quebec H1S2Z2 Phone: 800-465-7166 Fax: 514-355-8502 (business site)
    • For residents outside Quebec: TransUnion Canada Consumer Relations Centre P.O. Box 338, LCD 1 Hamilton ON L8L 7W2 Phone: 1-866-525-0262
    • For residents of Quebec: Centre De Relations Aux Consommateurs TransUnion 1 Place Laval Ouest Suite 370 Laval, Quebec H7N 1A1 Phone: 1-877-713-3393
  • 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.
  • Contact Canadian Anti-Fraud Centre National Call Centre. Canadian Anti-Fraud Centre is the central assistance centre set up by the Ontario Provincial Police to assist victims of fraud and identity theft. They also play a vital role in the collection and dissemination of victim evidence, documentation, statistics and tape recordings to outside investigations.Canadian Anti-Fraud Centre Phone: 888-495-8501 Fax: 705-494-4008 Toll-Free Fax: 888-654-9426 Email:
  • Review your reports regularly and make sure all changes you requested have been effected.
  • By all means, give us a call at 1-800-548-2610 and our trained Fraud Specialists will help you out.

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