frequently asked questions

We proactively monitor and alert for threats to your identity, personal data, bank accounts, credit, privacy, passwords, and online accounts. If fraud occurs, count on 24/7 support and full-service remediation to fix it. 

We know that tracking your own identity is cumbersome and filled with unknowns, so we’re here to help protect your digital life, so you can live confidently online.

Our 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 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.

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.

Please log in to your account directly through your Webroot My Account portal. If you are having trouble logging in to your Webroot My Account portal, please call 1.866.612.4227 to speak with the Webroot Customer Service team.

No, activating Credit Monitoring on your Allstate Identity Protection account is considered a soft inquiry, which does not impact your credit score, as it is informational only and not a credit application.

This is different from a hard inquiry, which occurs when you apply for credit. A hard inquiry can impact your credit score.

If you have questions specific to your Allstate Identity Protection service after enrolling, please contact our Customer Service team — available 24/7 — at 1.800.789.2720. 

You can also email us at customercare@aip.com. 

For questions regarding your Webroot service, please contact the Webroot Customer Service Team at 1.866.612.4227.

If you suspect you are a victim of fraud or identity theft, please contact Customer Service toll-free at 800.789.2720 or by email at CustomerCare@AIP.com as soon as possible. If we discover you’re a victim of fraud, we’ll assign you a remediation specialist who will help manage your case and fully restore your identity.

Our experts are not outsourced; they work in-house. 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 Webroot Premium as a benefit, 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 Allstate 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 Allstate 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 Allstate 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 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 Allstate Identity Protection portal, clicking your name in the top right corner, selecting Account Settings, and setting your alert preferences.

Yes, we have Spanish-speaking Privacy Advocates and Remediation 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.