Whether you’re thinking about enrolling or you’re already a member, get the information you need at a glance. If your answer isn’t here, contact us directly at 1-877-900-1837.

FAQs | Quick answers to key questions

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About your account

  1. How can I change my login ID (email address) or password?
    Changing your password or login ID is easy. First, log in to your account. Then go to the "My Account" section and click the "Login" details icon. Next, use the "Edit" button to make your changes.

  2. What do I do if I forgot my password?
    If you’ve forgotten your password and have trouble signing in, click "Forgot Password". You’ll be prompted to create a new, temporary password that will be emailed to you. Open that email, click on the link provided, and follow the prompts.

  3. Why do I need to answer security questions?
    Security questions and answers provide you with an extra layer of protection and allow us to verify your identity. We’ll ask you to verify your identity by providing the correct answers to the security questions you’ve set up with us in the following cases:
    •if you contact us regarding a forgotten login ID (email address) or password, OR
    •if we detect that you’re accessing your account from a different device or computer.

  4. Can I choose not to set up questions and answers?
    No. It’s mandatory for ID AssistTM customers to set up at least two security questions and answers.

  5. How do I set up or update my security questions and answers?
    When you first log in to your ID AssistTM account, you’ll be prompted to set up at least two security questions and answers (you can create as many as four in total). To update your security questions and answers, simply log in to your account, select "My Account" and then "Login Details".

  6. How do I switch to a different ID AssistTM plan?
    If you currently have a ID AssistTM plan and would like to switch to a different plan, you can do so by logging in to your account and in the “My Account” section, select “Change Plan”. Alternatively, you can call us at 1-877-900-1837 and we’ll be happy to facilitate your changes over the phone.
ABOUT YOUR ACCOUNT ABOUT ID ASSISTABOUT IDENTITY THEFTABOUT YOUR CREDIT

About ID AssistTM

  1. What is ID AssistTM?
    ID AssistTM provides 24/7 monitoring of public, underground, and black-market websites for your registered personal and financial information. If a breach is discovered, we inform you through email or text so that you can take informed action. But we don’t stop there. If your personal information has been compromised, we offer restoration support that can help restore your identity and re-establish your personal and financial information.

  2. How do I maximize my value with ID AssistTM?
    We want to make sure you get the best possible experience using ID AssistTM, so if you want to discuss how your plan might work better for you please call us at 1-877-900-1837.

  3. What is D+H Retail Solutions?
    D+H Retail Solutions (the company behind ID AssistTM) is a subsidiary of the diversified global financial software provider, Finastra. Finastra is the combination of D+H and Misys, creating the third-largest financial services technology company in the world in 2017. The company has approximately 10,000 employees and over 9,000 customers across 130 countries, including 48 of the top 50 banks globally in 2017.

About IDENTITY THEFT

  1. What should I do if I’m a victim of identity theft?
    Restoring your identity is generally a complex and time-consuming process. At your request, ID AssistTM investigators will take the lead and guide you through the entire process, representing you, where possible, in communications with outside parties such as credit agencies and creditors. They'll also assist in the collection of the paperwork that needs to be completed, and help answer any questions you may have about the restoration. In short, ID AssistTM investigators will save you time – while providing the peace of mind that comes with knowing this critical process is being handled properly. Our Victim Toolkit, available to you as a ID AssistTM customer, provides more information on the growing problem of identity theft and what you can do to reduce your risk.

  2. How can I tell I’ve been a victim of identity theft?
    ID AssistTM technology is designed to help you stay alert to certain suspicious activity that might indicate identity theft and/or credit fraud. To stay vigilant, you can watch for other indicators, including these:
    • Unexplained charges or activity in your bank accounts.
    • Bills and other mail that arrive late (or never turn up). Identity thieves often submit address changes to divert mail away from their
       victims.
    • Fines, court documents, writs, or warrants for actions you didn’t commit.
    • Credit cards you didn’t apply for arriving in the mail.
    • Credit applications being denied without explanation.
    • Calls or letters from debt collectors or businesses inquiring about merchandise or services you didn’t buy.

    On their own, any of these situations may be the result of an innocent clerical or customer service error – but for your protection, make no assumptions. Always follow up with the business or institution to confirm that nothing suspicious is happening.

  3. What should I do if my card is lost or stolen?
    In the event that a payment card you’ve registered with ID AssistTM is lost or stolen, call us immediately 
    1-877-900-1837 (toll-free in Canada and the US) 
    647-837-5412 (for international collect calls)
    Alternately, you can use the D+H ID AssistTM App and report the incident directly from the “Monitor My Online Identity” section. Our investigators will promptly notify your bank or card issuers right away.

About YOUR CREDIT

  1. What is a credit report?
    A credit report is a document that provides a snapshot of a borrower’s financial history. It includes personal information such as credit details (loans, mortgages, etc.), public records information, and recent inquiries. It is a report that credit grantors often use to decide whether to grant credit.

  2. What is a credit score?
    A credit score (sometimes called a credit rating) is a three-digit number that is drawn from information provided on your credit report. A higher credit score typically implies better credit-worthiness, which can positively influence your eligibility for a loan and possibly reduce your borrowing costs. Your credit score is one of the factors lenders take into consideration when reviewing a credit application.

  3. How is the information in my credit report gathered and who can access it?
    The information on a credit report is gathered by credit reporting agencies. These agencies store and maintain this information for their members, which can include banks, financing companies, auto leasing companies, credit card companies, retailers, etc.

    Credit lenders regularly update individual credit reports by providing information to credit reporting agencies about their customers’ credit and payment activities. This ensures that credit reports remain up to date and as complete as possible. Other sources of information used for your credit report include collection agencies and public records from courthouses across the country. Information will also be added to your file if you make or miss any payments.

  4. What do I do if I find inaccuracies in my credit report?
    If you find any inaccuracies, please contact Equifax Canada, a credit reporting agency that produces credit reports. Equifax will follow up with an investigation, which can take up to 20 business days. Depending on the outcome of the investigation, Equifax may make the corrections required.

    Equifax Canada
    Phone: 1-866-203-6721
    Fax: 1-514-355-8502

    Mail:
    Equifax Canada
    Consumer Relations Department
    Box 190 Jean Talon Station
    Montreal, Quebec H1S 2Z2

  5. How often is my credit information updated?
    Credit scores are updated monthly. Credit reports are produced quarterly.

  6. Would enrolling in ID AssistTM affect my credit?
    No. ID AssistTM is designed to help you monitor your credit history and standing. It will not have a negative impact on your credit score or report.

  7. Why should I be concerned about my credit report or credit score?
    Bad credit doesn’t take long to impact your life in very tangible ways.

    Companies use your credit score and credit report to decide whether to lend you money, which impacts your ability to buy a house or car, obtain a credit card, rent an apartment and much more. If your credit history raises red flags for these companies, you may simply be denied credit. 

    Lenders may also use this information to decide on the interest rates they’ll use for your loan. A poor credit report can possibly cost you thousands of dollars each year. 

    The prevalence of identity theft is a significant issue in our time. An unexpected change to your credit report – such as a credit inquiry triggered by someone trying to open an account in your name – can be the first sign of identity theft. ID AssistTM customers are quickly alerted to certain changes to their credit report, which can help put a stop to illegal activity before it causes damage to their credit history.

  8. Why should I review my credit report from both credit bureaus?
    While Canada’s two primary credit reporting agencies — Equifax® and TransUnion® — record information they receive from your creditors, you won’t know which bureau any single lender uses to determine your creditworthiness. That’s why it’s best to ensure monitor the accuracy of your information at both bureaus.

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