Frequently Asked Questions
Identity Theft Protection FAQs
What is an identity theft incident?
An identity theft incident occurs when an unauthorized person uses your personal information to commit fraud. Your personal information includes your name in combination with your Social Security number, account numbers, date of birth, address, email address and state or federal issued ID such as a driver's license or passport. Types of identity theft may include account fraud, credit/debit card fraud, tax fraud, employment fraud, government documents and benefits fraud, medical fraud, and more.
How do I know if I have been a victim of identity theft?
If you see unfamiliar transactions on your credit card or bank account, you receive statements in the mail from a creditor you don't recognize, or you find notations on your credit file for debts you did not incur, you may be a victim of identity theft. If you suspect that someone might be using your identity information it's always wise to check it out. If it's a false alarm it will give you peace of mind knowing that your identity is secure. As a covered account holder you can take advantage of our team of professional fraud investigators standing by to help. You should also make sure to register to activate the included entitlement to monitoring services to be alerted to suspicious activity.
Who provides the Fully Managed Identity Theft Recovery services?
Fully Managed Identity Theft Recovery services are provided by Merchants Information Solutions, Inc. which screens and hires all of the Recovery Advocates.
Do I need to be able to prove I am a victim of identity theft to be eligible for Recovery services?
No, if you are a covered account holder and you suspect identity theft for any reason, a professional Recovery Advocate is available to you by calling 866-647-6223, Monday through Friday from 7am to 6pm Central Time. The Recovery Advocate can help to determine if you are a victim of identity theft and if you are not, they can put your mind at ease.
How do I contact a Recovery Advocate if I suspect identity theft?
A professional Recovery Advocate is available by calling 866-647-6223 Monday through Friday from 7am to 6pm Central Time.
What services are available only to me, the primary account holder?
You are eligible for all of the services. Fully Managed Recovery is available immediately. The additional services that are available only to you include credit monitoring, monthly credit score, and dark web monitoring that require activation. You may activate your entitlement at any time by using your unique Enrollment ID.
What services extend to other account holders and family members?
Fully Managed Identity Theft Recovery extends to three generations of your family (3G). Family members include you, your spouse or domestic partner, dependents with the same permanent address as you, any other IRS dependents, and parents living in the household or in elder care. Services continue to provide coverage for up to 12 months after death for all family members.
Why do I need to register to activate the Entitlement to nxg|PROTECT Monitoring Services?
These services are not activated ahead of time to protect your privacy. There is no requirement for you to use this entitlement however, we encourage you to register for these monitoring services to best protect your identity. Whether you choose to register for the monitoring services or not, Fully Managed Identity Theft Recovery will still continue to be available to you.
How do I register to activate the the Entitlement to nxg|PROTECT Monitoring Services?
You will receive activation instructions from your Program Sponsor that will provide you with a unique special-use “Enrollment ID” number and further instructions to activate your nxg|PROTECT Monitoring Services online.
How long does the activation process take?
The activation process takes about 5 minutes or less, and if you need any help you can call 866-647-6223. You will be required to complete an identity authentication step to fully activate all of your nxg|PROTECT Monitoring Services and create your nxg|PROTECT account.
What information will I need to enter in order to activate the Entitlement to nxg|PROTECT Monitoring Services?
You will need to enter your name and address and provide your Social Security number and date of birth. You will also need to confirm or provide your email address to receive alerts. Your monitoring will begin when you complete the identity authentication step during registration to create your nxg|PROTECT account. You may be asked to answer questions taken from your credit report data to validate your identity, or you may be prompted to enter a one-time passcode delivered directly to you via voice call or text message. Dark Web monitoring will begin based on other personal information and credentials that you choose to add after the registration process.
Why was I prompted to enter a passcode to authenticate my identity?
If your mobile phone number is on file with TransUnion®️ and you enter your mobile phone number when you create your nxg|PROTECT account, you may be prompted to enter a one-time passcode delivered by voice call or text message, in order to validate your identity. Otherwise, if you do not enter a mobile phone number during registration, or if your mobile phone number is not on file with TransUnion®️, then you will be asked to answer questions taken from your credit report data to validate your identity.
If I can't get online can I still activate my Entitlement to nxg|PROTECT Monitoring Services?
If you are not able to go online to obtain your monitoring entitlement, we are able to take you through the off-line account creation process. However, an email address is still required to establish your nxg|PROTECT account and utilize your monitoring entitlement. To enroll through this method, please call 866-647-6223 Monday through Friday from 7am to 6pm Central Time.
Can I cancel the nxg|PROTECT Monitoring Services?
Yes - since these services are included with your account, contact your Program Sponsor to discuss your options.
I received an alert, what do I do?
If you receive a monitoring alert you can go online and login to your nxg|PROTECT account to see additional details about the alert under the Monitoring and Alerts tab on your homepage, or call one of our Recovery Advocates at 866-647-6223.
I lost my wallet/debit card, what do I do?
If you have registered your credentials for Dark Web Monitoring, you can use the information to quickly notify issuers of lost credentials, or just simply call a Recovery Advocate directly to get personalized help to replace the credential documents that may have been in your wallet. The Recovery Advocate can advise you on steps you can take to protect your identity based on the information that is lost.
What do I do if I forgot my Enrollment ID?
To retrieve your Enrollment ID used for registering for nxg|PROTECT services, contact your Program Sponsor.
What do I do if I forgot my username or password?
To recover your user name or password go to the nxg|PROTECT Monitoring Services login page and follow the Forgot Password process. You can find a hyperlink to the login page on your Program Sponsor’s website.
Do I need to be a U.S. Resident to utilize the nxg|PROTECT Monitoring Services?
If you are not a resident of the United States some services may not be available or may be limited.
If you are a U.S. citizen living in the U.S. and owning a Social Security number you may take full advantage of the Recovery and Monitoring Services. A U.S. citizen who is visiting outside of the U.S. or living outside of the U.S. may utilize the Recovery Services; however, the Recovery Services are performed only with agencies and institutions in the United States, or territories where U.S. law applies.
If you reside in the U.S. but you are not a U.S. citizen, you may utilize the Recovery Services; however, without a Social Security number you will not be able to utilize certain services within nxg|PROTECT, specifically the credit monitoring and credit score features.
When do my benefits begin? When do they end?
Your benefits begin when you open your covered account, and they end when you close your account. As a primary account holder, you may choose to activate the nxg|PROTECT Monitoring Services at any time. Your nxg|PROTECT Monitoring Services begin when you successfully complete identity authentication and activate the services. Your access to the benefits ends when you close your covered account or your Program Sponsor terminates the Group Program, whichever occurs first.
Why did I receive more than one notice of these services?
If you have more than one covered account you should have received more than one entitlement notification, each with a unique special-use "Enrollment ID". You may allow another trusted family member to register for the proactive monitoring services using the additional Enrollment ID.
Here’s how it works in three easy steps:
Why am I receiving emails from nxg|PROTECT?
NXG Strategies has partnered with your Program Sponsor to provide you with access to identity theft recovery monitoring services through nxg|PROTECT. Many times you will receive important communications from nxg|PROTECT about the benefits, including monitoring alerts.
If you have any questions, please call the nxg|PROTECT Recovery Care Center at 866-647-6223.