Frequently Asked Questions

From product troubleshooting to industry knowledge on data protection, find answers to common questions.

The Basics

What should I do if I forget my Password or User Name?

On this home page, simply type your credentials into the blue login box. If you are on a mobile device, select the top right menu option to enable the login box.

How secure is the SmartIDentity website?

The SmartIDentity website uses the most advanced encryption technology available today.

How can I contact you for support?

Please visit the Contact Us page.

What can the Identity Theft Support Team help me with?

We're here to help you with questions on your Identity Theft solution, get started on recovering you from an Identity Theft event or answer general questions about identity theft, or our products & services.

Where can I read the Terms & Conditions?

Right here: Terms & Conditions

Where can I read the Website Usage Policy?
Where can I read the Privacy Policy?

Right here: Privacy Policy

What is the Federal Trade Commission (FTC)?

The Federal Trade Commission (FTC) enforces a variety of federal antitrust and consumer protection laws, including the federal Fair Credit Reporting Act (FCRA). The FTC ensures that consumers, consumer reporting agencies, and lenders are treated in a fair and equitable manner. You can learn more about the FTC here by visiting

What is the Fair Credit Reporting Act (FCRA)?

Read all about the Fair Credit Reporting Act in the Identity Theft Resources, Your Rights

What if I have a complaint?

Merchants is committed to providing world-class service to each of our customers. If you do not receive exceptional service from us for any reason we would like to hear about it. All complaints are taken very seriously and are appreciated, as it affords us an opportunity to improve our standards. If you have a complaint, please don't hesitate to contact us via the following methods:

  • Phone (toll-free): 866-762-7868
  • Email:
  • Postal Mail: P.O. Box 2070 Phoenix, AZ 85001 ATTN: Identity Theft Quality Care

Merchants will act as swiftly as possible to resolve your complaint in a timely manner.


What is SmartIDentity?

SmartIDentity is a product offer that was specifically put together for you and your family. To review what is contained in the offers available to you, please check out the For Business page.

How much does it cost to enroll in SmartIDentity?

To find out more, contact us.

What type of coverage will I get with my enrollment?

No matter which solution you are covered under, you can have the peace of mind you are covered by our Best In Class — Fully-Managed Recovery. For details on coverage, visit the For Business page. If you're already enrolled, simply login to your Identity Care Center to view the details of your coverage.

Will my enrollment cover my family, or just me?

You can select Individual or Family coverage at the time you enroll. If you're unsure about which coverage you currently have, click on My Profile within your Identity Care Center.

Can I change my coverage to include my family?

Yes, if you'd like to modify your coverage from an Individual to a Family solution, simply visit the Upgrade tab within your Identity Care Center.

How do I cancel my coverage?

If you wish to cancel your plan, please call the customer service number shown below. If you are paying monthly, your plan will be cancelled at the end of the month in which the cancellation request is received. You are responsible for making payment for the months during which benefits are in effect. If you have paid on a quarterly, semi-annual or annual basis, your plan will be cancelled at the end of the month in which the cancellation request is received and we will refund any unused portion of the pre-discount monthly payment.

1.866.SMART68 (1.866.762.7868)

Credit Reports & Scores

What is authentication?

Authentication is a process used to verify your identity. During the enrollment process, you will be asked a series of questions relating to your credit history. These questions along with your personal information are used to verify your identity and allow you access to credit products through the Credit Reporting Agencies: Equifax, Experian and TransUnion. If you have any issues completing the authentication process, please call our Support Center at: 1.866.SMART68 (1.866.762.7868).

What is a Credit Report?

Find out more about Credit Reports.

Who can look at my Credit Report?

Section 604 of the Fair Credit Reporting Act (FCRA) sets forth requirements, called "permissible purposes", that must be met before anyone can inquire into your confidential credit file. A few of the most common permissible purposes are:

  • In response to the order of a court or a Federal grand jury subpoena
  • For the extension of credit or insurance
  • To review or pursue collection of an account
  • For employment purposes or to grant a license
  • To establish eligibility for a government benefit
  • In response to a request by a child support enforcement agency

You can find the complete text of the FCRA by visiting the Federal Trade Commission's website

What are inquiries, which appear on my Credit Report?

There are two types of inquiries. The first type of inquiry is initiated by a creditor who may wish to grant you credit (called "prescreening"). These inquiries do not affect your credit worthiness and will not be seen by potential creditors. However, they will appear on your report because you have a right to see all types of inquiries on your file. The second type of inquiry, where you initiated the application for credit, will appear on your report as well as any potential creditor's report. Inquiries may be removed after 2 years.

How often should I review my report?

Experts recommend reviewing your credit report at least once each year and prior to making any major purchase. If you've been a victim of fraud or have a common name, you may wish to view your report more frequently.

What about repair clinics that promise to remove bad credit?

Buyers beware! If an organization claims it can remove negative, but accurate credit information from your credit report, they are either lying or committing fraud. Consumers can dispute inaccurate information directly with the credit reporting agency for free or at minimal cost. No one can legally remove accurate negative information from your credit report.

How long does information stay in a credit file?

As a general rule, information remains in your credit file for 7 years from the date of last activity or the date the document was filed with the courts. For example, Chapter 13 Bankruptcy would remain in your file for 7 years from the filing date.

What is a Credit Score?

Find out more about Credit Scores.

Why does my score matter?

Lenders use credit scores to determine whether or not to grant you credit. Your score also dictates how much you will pay for the credit you acquire. For example, someone with a high credit score will probably qualify for loans with lower interest rates than someone with less-than-perfect credit.

Why don't I have a score?

If you have little or no experience using credit, there is no history to judge your future credit worthiness. To establish a credit history, you might consider applying for a secured credit card through your bank or credit union.

How many inquiries will hurt my score?

When you request credit, the lender will pull a copy of your report resulting in an inquiry. Multiple, frequent inquiries can negatively affect your score. Inquiries generated by creditors considering whether or not to solicit your business will appear on your report, but do not affect your score in any way.

Is there more than one type of score?

Yes, different lenders have different criteria for approving loans. Therefore, lenders use a variety of credit scoring algorithms (many are even customized).

Does pulling my credit report hurt my score?

No. You can pull your own credit report as often as you wish without affecting your credit score.

How often does my score change?

As information is updated by your lenders, your score will change. Therefore, your score can vary from day to day; however, most scores do not change more than a few points each month.

Can I request a credit report, credit score or initiate credit monitoring for my minor child?

No. If your child is a minor, he or she really shouldn’t have a credit file. After all, your child isn’t eligible for credit cards, mortgages, or other loans—the kinds of items that would appear on a credit report.

If they have never had credit issued in their name, they would not have a credit history, and credit scores could not be calculated and credit monitoring cannot be initiated.

If you suspect your minor child is a victim of identity theft, there are three nationwide credit reporting companies: Equifax, Experian, and TransUnion. Contact each credit reporting company and ask it to search to see if your child has a credit report. Each company will check for files related to your child’s name and Social Security number, and also for files related only to the Social Security number. You must provide the credit reporting companies with proof that you are the child’s parent or legal guardian.

Why can't I initiate credit monitoring?

You must have a sufficient amount of credit history established with the national credit reporting agencies in order to establish credit monitoring.

Identity Care Center

What is Identity Care Center?

This is your portal to view all the products and services which you are currently enrolled in.

How do I view my credit report and score?

Credit Report & Score tab of your Identity Care Center. If you have any reports available for viewing, a link will appear next to the date the report/score was generated. The links expire 60 days after receipt. Please save or print a copy of each report for reference if you require access to the information beyond 60 days.

What do I do if I don't understand my credit report and score?

Please contact the Support Team at 1.866.SMART68 (1-866-762-7868) for any questions you may have regarding your credit report.

How do I get an updated Credit Report and Score?

You have access to purchase updated reports and scores through your Identity Care Center on the Credit Report & Score tab within your Identity Care Center.

How does credit monitoring work?

The Credit Reporting Agencies: Equifax, Experian & TransUnion, monitor your credit report daily for any recent activity such as new inquiries or recently opened credit cards. Depending on the type of monitoring you have, you may receive a credit alert from one or all three of the Credit Reporting Agencies.

How do I receive monitoring alerts?

You will always receive an alert via email and you have the option to receive alerts via text message as well.

How do I view my monitoring alerts?

Click the Alerts tab within your Identity Care Account. Under the Credit Monitoring sub menu, there will be an "Alert Details" link you can click to view your alert history.

What do I do if I don't understand my monitoring alert details?

You may call the Support Team for any questions you have at 1.866.SMART68 (1.866.762.7868).


How do I update my payment information?

Visit the My Profile section within your Identity Care Center to update your payment information.

How do I change my alert delivery options?

Visit the My Profile Section within your Identity Care Center to update your Alert delivery options. You can add or remove text message alerts at any time.

How do I update my contact information?

Visit the My Profile section within your Identity Care Center to update your contact information.