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 restoration to fix it.  

We know that tracking your own identity is filled with unknowns, so we’re here to help protect your digital life, helping you 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. 

When you share your specific and personal details with us, we can actively monitor your data and accounts. This active monitoring helps us detect potential instances of fraud related to your financial assets, credit activity, or any compromise of your data, such as on the dark web. Providing this information enables and empowers us to better safeguard your identity and financial well-being.

We know that protecting your information is of utmost importance. That’s why we use security software to encrypt your 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.

Yes, you’re covered for identity protection from the date of your subscription with us regardless of whether or not you immediately created an account. Our plan provides coverage that includes identity fraud assistance by US-based experts and identity theft expense reimbursement. 

However, by creating an Allstate Identity Protection account, you can sign up for more comprehensive monitoring which in turn helps you better protect your identity. For example, with an account you can register your email, Social Security number, driver's license, and financial account numbers for active monitoring which helps us spot any suspicious activity related to these accounts or data. Having an Allstate Identity Protection account allows you to manage and monitor your identity protection more effectively, making it easier to detect and respond to potential threats. 

Additionally, if you have a family plan, you can add your family members to your account and also monitor their data and account activity. 

Once you create your Allstate Identity Protection account, you’ll receive notifications as soon as we detect an issue or suspicious activity based on the features you’ve activated and the communication preferences you’ve set. If you believe the information is inaccurate, please notify our restoration experts by selecting “Not me” in the portal or calling Customer Care at 1.800.789.2720. We’ll also email you your Identity Health level each month and notify you of any active alerts.   

Also, if you ever notice suspicious activity on your own (like by checking your bank statement or credit report), you're welcome to call our customer care team at any time and we'll guide you through what to do next. 

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 and can impact your credit score.

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

You can also email 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 our Customer Care team toll-free at 1.800.789.2720 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 restoration specialist who will help manage your case and restore your identity.

Our experts are not outsourced; they work in-house. Our restoration 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. 

Identity thieves are always changing their tactics and there are many signals that could indicate fraud. If you did not input your personal data and/or account numbers into your Allstate Identity Protection dashboard, it's possible that those specific accounts were not actively monitored. 

However, if you suspect that you have become a victim of identity fraud, you can reach out to our customer care team at any time. Contact us toll-free at 1.800.789.2720 or send an email to CustomerCare@AIP.com. 

If we confirm you have indeed fallen victim to identity fraud, we will assign a restoration specialist to your case. This specialist will work with you to manage your situation and take all necessary steps to help restore your identity. Your security and peace of mind is our top priority. 

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 creditworthiness. 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, or text only. You can manage your contact preferences in your account by logging into your Webroot My Account portal, clicking your name in the top right corner, selecting Account Settings, and setting your alert preferences. 

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.

We offer a generous definition of family which means there is no age limit or floor for enrolled relatives. Everyone from toddlers and college-age children to older adults (65+) can be added to your coverage. Allstate Identity Protection is available to those who have a Social Security number and reside in the U.S. 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.

The whole family is covered under one plan, regardless of their age or stage in life.  

Our family plans provide a portal that enable you and your authorized family members to access and manage our features from one account. By creating a family account, you grant account access to all authorized family members to view alerts, reports, scores, and other disclosures made through your account. If you or other family members over the age of 18 do not want shared family access, you may send them an invitation to create and manage their own account through your portal.

From toddlers to seniors, everyone is vulnerable to identity theft. In fact, families with children experience more fraud incidents, higher losses, and longer recovery times. With everyone spending more time online, including older relatives who are more connected than ever, the risk of exposure to fraud and identity theft only increases. That’s why our family plans ensure members and all their loved ones are covered without the typical age or residency restrictions. 

Unfortunately, yes. In the United States, one out of every 50 children experienced identity fraud in 2021, according to new research by Javelin. Kids are attractive targets for cybercriminals because they tend to have clean credit. What’s more, parents don’t typically check kids’ credit scores, so the fraud can go undetected for years. In fact, many victims of this fraud type won’t discover the problem until they apply for their first line of credit — such as a student loan or a car loan — and get rejected due to fraudulent activity on their credit profile.

If you suspect you or a covered family member may be a victim of identity fraud, please contact us as soon as possible, either by selecting “Not me” on the alert you received on your account dashboard or by calling our customer care team at 1.800.789.2720.  

Once you’re in touch with a member of our customer care team and have been confirmed as a victim, you will be assigned to a restoration specialist who will work on your behalf to manage your case and help restore your identity. Our U.S.-based team is not outsourced, they work in-house — and our restoration specialists are Certified Identity Theft Risk Management Specialists (CITRMS®). They are experts in identity restoration and will be there with you every step of the way. 

If you are over the age of 65 or the caregiver for someone over the age of 65 you can also call our elder fraud scam support at 1.855.799.2646 or visit our Elder Fraud Center at https://www.allstateidentityprotection.com/elder-fraud-center.