frequently asked questions

We use our proprietary software and human operatives to proactively monitor your identity and alert you of potential fraudulent activity. Through Allstate Identity Protection, you will also have the power to create financial thresholds for debits from your bank accounts, allowing you to receive alerts for potentially suspicious financial transactions outside of your set limits. We monitor your credit reports and credit-related accounts to help determine if someone is using your name fraudulently, and we monitor the dark web to check for your compromised credentials that could lead to unauthorized account access. While we can’t prevent fraud, we can and do alert you at its first known sign, then remediate the fraud and restore your identity.

We know that tracking your own identity is cumbersome and filled with unknowns, so we’re here to help take the burden off your shoulders so you can live your life.

Our powerful 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.

Cyber threats are getting more sophisticated. That’s why Allstate Identity Protection’s Pro+ Cyber plan helps safeguard your identity and personal devices against new threats posed by an increasingly connected life.

Along with comprehensive identity and privacy protection, you’ll now get mobile device and app security scans, mobile safe browsing, phishing and Wi-Fi network protection, and mobile device locator and theft alerts, providing the advanced tools you need for superior cyber protection.

So while our service includes credit monitoring, we detect a far more expansive range of digital fraud. Our identity monitoring looks for misuse not only of credit, but also of high-risk transactions (suspicious non-credit activity such as school loans and medical billing) and compromised credentials on the dark web, including your financial and social media accounts.

Additionally, Allstate Identity Protection monitors the accounts you add, even from multiple financial institutions, in one place instead of relying on each bank’s individual fraud monitoring system. With Allstate Identity Protection, you can place thresholds for financial activity on all of your existing bank accounts, giving you greater insight into

Each month, we’ll email you your Identity Health level and notify you of any active alerts. You’ll also receive notifications as soon as we detect an issue or suspicious activity. If you believe the information is inaccurate, please notify our remediation experts by selecting “Not me” in the portal or calling the phone number on the alert.

If you receive Allstate Identity Protection as a voluntary benefit through your employer, your coverage will begin on your employer’s effective date, which could be immediate. Please contact your benefits provider for your plan’s effective date.

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.

If you’ve been through all the login steps and still cannot log in, please contact Customer Service at 1.800.789.2720.

No, activating Credit Monitoring will not impact your credit score.

If you suspect you are a victim of fraud or identity theft, please contact Customer Service 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 Allstate Identity Protection as a benefit (Pro, Pro+, and Pro+Cyber), 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.

The Allstate Identity Protection benefit is only available to those who have a Social Security number and reside in the U.S. Contact Customer Service or your benefits department to determine if your family members are eligible for coverage. There is no age limit or floor for enrolled family members, so from infants to adult children you support are covered. And now with a Pro+ family plan, coverage also includes participant’s parents, in-laws, and grandparents over the age of 65 — regardless of where they live or whether they receive any financial support from the participant. 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.

Family member coverage extends to your dependent children, or other dependent family members, who do not reside with you but who are supported financially by you. Also included in coverage are parents, in-laws, and grandparents (age 65+) regardless of where they live or whether they receive any financial support from you. 

However, keep in mind that eligibility requirements may vary if you're a member as part of your work benefits. Please contact your human resources department for more information about plan details and potential additional costs.

If you leave your company and reside in the U.S., you can still keep your coverage. Simply contact a member of our Customer Service team. Keep in mind, pricing may vary.

The Allstate Identity Protection benefit is only available to those who have a Social Security number and reside in the U.S. Contact Customer Service or your benefits department to determine if your family members are eligible for coverage. There is no age limit or floor for enrolled family members, so from infants to adult children you support are covered. And now with a Pro+ family plan, coverage also includes participant’s parents, in-laws, and grandparents over the age of 65 — regardless of where they live or whether they receive any financial support from the participant. 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.

If you have any questions after you enroll, please contact our Customer Service team, who are available 24/7, at 1.800.789.2720. You can also email us at customercare@aip.com.

We currently support the following internet browsers: Firefox 17+, Chrome 25 +, Safari 5.1+, and Internet Explorer 11. 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.

Your Pro+ Cyber plan comes with personal device security powered by Lookout, a leader in mobile cybersecurity. Features include:

Mobile device and app security scan Mobile device locator and theft alerts VPN with mobile safe browsing and phishing protection Wi-Fi network scan and alerts Family mobile device coverage*

*Only available with a family plan.

Here’s how to activate your Lookout mobile cybersecurity features:

1. Download Lookout on your mobile device using the custom link(s) in your welcome email and letter

2. Create a new Lookout account — your activation code will be automatically applied

3. Install on up to 5 additional devices using the email address of your registered Lookout account

Enrolled in a family plan? Create an additional Lookout account to protect another 5 devices. Please activate on a device where Lookout hasn’t been installed yet. Just use the second custom link included in your welcome email and letter.

If you have problems activating Lookout on your mobile device(s), please contact our customer support team at 1.800.789.2720.

If you have an individual plan, you can protect up to 5 active devices associated with your Lookout account. Please use the custom link in your welcome email and letter to ensure your activation code is automatically applied.

If you have a family plan, you can protect up to 10 active devices. Important: please use the first link in your welcome email and letter to install Lookout on devices 1-5. Then use the second link in your welcome email and letter to create an additional account to install Lookout on devices 6-10.

If you have problems activating Lookout on your mobile device(s), please contact our customer support team at 1.800.789.2720.

Here’s how to add Lookout to another device once you’ve created an account and installed it on your first device.Mobile App for iOS

• Download the free Lookout Mobile Security app from the IOS App Store

• After you have installed Lookout, click on “I have a Lookout account”

• Enter the email address and password of your existing Lookout account

Mobile App for Android

• Download the Lookout Mobile Security app from the Google Play Store

• After you have installed Lookout, log in as an existing user ("Already have an account? Log in here")

• Enter the email address and password of your existing Lookout account

Enrolled in a family plan? Create an additional Lookout account to protect another 5 devices. Please activate on a device where Lookout hasn’t been installed yet. Just use the second custom link included in your welcome email and letter. This ensures your activation code is automatically applied.If you have problems activating Lookout on your mobile device(s), please contact our customer support team at 1.800.789.2720.

Your mobile device protection is powered by Lookout, a leader in cybersecurity, so that you can take advantage of some of the most advanced features on the market.

Mobile cybersecurity features are delivered via a separate app so that each of your family members, including children, can leverage the security features on their devices without having access to the full Allstate Identity Protection account.

You should have received a welcome email and letter with a link to download and activate the Lookout app. If you didn’t, please contact Customer Care at 1.800.789.2720.

We’re committed to your privacy and so is Lookout. Please follow these links for a full and transparent picture of Lookout's privacy philosophy.

Lookout's privacy principles are here: https://www.lookout.com/about/privacy Lookout's privacy policy is here: https://www.lookout.com/legal/privacy-policy

Our family plan provides a portal that enables you and your authorized family members to access and manage the products from one account. By adding family members, you grant account access to all authorized family members to view alerts, reports, scores, and other disclosures made through your account.

However, if you or other family members do not want shared family access, you have the option to invite family members 18 or over to independently and privately manage their own accounts. To send this invitation, log in to your account, click on the icon in the top right corner, select “Family” and follow the on-screen instructions.

Contact our customer care team if you have questions.

Yes, we have Spanish-speaking Customer Service members and Remediation Specialists.

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 tools specifically designed to protect your loved ones while they learn, work, and play online: identity and financial monitoring, social media monitoring, dark web monitoring, student web monitoring, 24/7 support, and expense reimbursement.

Your financial institution’s fraud reimbursement may not be as robust as you think. Banks may reverse a fraudulent charge, but the consequences of identity theft can follow you and your family for years — affecting online accounts, credit, loans, taxes, even government benefits.

Over two thirds of identity fraud victims report their financial institution did not resolve their fraud.