FAQs

Find the help you need when you need it

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 customersupport@identityguard.ca or call us toll-free, 1.888.297.5094, Monday-Friday, 9am – 9pm, or Saturday, 10am – 6pm (EST).

General Questions

Q: What Is Identity Guard®?

Identity Guard® is a proactive identity and credit protection solution created by Intersections Inc. Our innovative technology provides important monitoring of your credit files at both Equifax® and TransUnion®, sending you quick alerts when certain activities are detected. Since 1996, Intersections has been delivering premier identity protection services to customers of major financial institutions, helping to protect the identities of more than 36 million individuals. Find out more about Identity Guard® here.

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Q: How Much Does It Cost to Enroll?

When you enroll, you get a 30 day free trial period. When your free trial period concludes, you will be charged $17.99 per month (includes applicable taxes).

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Q: How Do I Contact Customer Service?

You can start here: Contact Us. Or‚ simply call us at 1-888-297-5094. Our Member Services team can help you make the most of your Identity Guard service.

To contact us by mail, send your correspondence to:

  • Customer Service
    PO Box 3020
    Etobicoke Station D
    Etobicoke, Ontario M9C 4V5

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Q: How Do I Cancel My Membership?

You may cancel your membership by phone or online. Please note that taking this action will cancel all of the components of your Identity Guard® service.

  • Cancel by Phone:
    Call us at 1-888-297-5094.
    We’re available:
    • Monday-Friday, 9am-9pm, EST
    • Saturday, 10am-6pm, EST

  • Cancel Online:
    Log into your account and follow the directions on the My Account page.

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Member Questions

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

Just click on the I Forgot My User ID or I Forgot My Password link (it’s on our Member Login page) and follow the instructions. We’ll email you 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.

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Q: 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 1-888-297-5094.

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Q: 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 also update your email address‚ User ID and Password online.

To change your mailing address or phone number‚ please call us at 1-888-297-5094. This change cannot be made online in our Member Area.

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Q: How Do I Change My Payment Method?

To change the way you pay for your service‚ please call us at 1-888-297-5094. This change cannot be made online in our Member Area.

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Technical Issues

Q: 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 encryption technology — 128-bit encrypted Secure Sockets Layer (SSL). When you begin your transaction‚ you should see a small key or padlock icon in the bottom right corner of your browser‚ which will indicate that you are on a secure page.

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Q: Do You Offer Web Support?

Yes. Please email our support team at customersupport@identityguard.ca, or call 1-888-297-5094‚ Monday-Friday‚ 9am – 9pm‚ or Saturday‚ 10am – 6 pm (EST).

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Help for Victims

Q: 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.

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

If you are enrolled in IdentityGuard‚ call us at 1-888-297-5094. If you are a victim of identity theft, our Fraud Specialists can walk you through the steps of restoring your credit information.

  • 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:
  • 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 center managed by the Royal Canadian Mounted Police, the Ontario Provincial Police and the Competition Bureau of Canada 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.
  • Review your reports regularly and make sure all changes you requested have been affected.
  • By all means, give us a call at 1-888-297-5094 and our trained Fraud Specialists will help you out.

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