Frequently Asked Questions

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 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 many other types of identity theft.

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.

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 Privacy Advocate is available to you by calling 1-800-357-6392 Monday through Saturday from 7am to 9pm Central and Sunday from 11am to 5pm Central. The Privacy Advocate can help to determine if you are a victim of identity theft and if not, it can put your mind at ease.

How do I contact a Privacy Advocate if I suspect identity theft?

A professional Privacy Advocate is available by calling 1-800-357-6392 Monday through Saturday from 7am to 9pm Central and Sunday from 11am to 5pm Central.

What services are available only to the primary account holder?

The primary (first named) account holder is eligible for all of the services, including the recovery and expense reimbursement insurance. The additional services that are available only to the Primary Account Holder include the proactive monitoring services that require activation. As a reminder these proactive monitoring services include credit monitoring, annual credit report, monthly credit score, dark web monitoring (profile), dark web monitoring (compromised email) and dark web monitoring (internet surveillance).

What services extend to other account holders and family members?

Both the Fully Managed Identity Theft Recovery and the Identity Theft Expense Reimbursement Insurance extend to all named account holders on the covered account, plus each account holder’s qualified family members, including spouse or domestic partner, dependents under the age of 25, any other IRS dependents and parents living in the household or in elder care. Keep in mind that there are also additional services that are included with the covered account that extend to the primary account holder, which is the first person named on the account.

Does the Identity Theft Expense Reimbursement Insurance pay for funds stolen in an identity theft event?

No, the Identity Theft Insurance reimburses for expenses incurred in recovering from identity theft, but not the losses from the theft itself. However, the Privacy Advocate will assist in documenting fraudulent transactions and obtaining refunds for funds stolen.

How do I file an identity theft expense reimbursement insurance claim?

Your Privacy Advocate will work on your behalf to file your claim. To access the Fully Managed Identity Theft Recovery and Identity Theft Expense Reimbursement Insurance you can call 1-800-357-6392.

When do my benefits begin? When do they end?

Your benefits begin when you open your eligible account, and they end when you close your eligible account. As a primary account holder, you may choose to activate the nxg|PROTECT Monitoring Services at any time.

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, the other services included with your covered account - including Fully Managed Identity Theft Recovery and Identity Theft Expense Reimbursement Insurance - 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 “Member 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 1-800-357-6392. Following creation of your Profile, you will have the opportunity to complete an identity authentication process to fully activate all of your services. Authentication of your identity is required in order for you to view credit alert details and provide access to your annual credit report and monthly credit score.  You can complete identity authentication at any time following the creation of your Profile.

What information will I need to enter in order to activate the Entitlement to nxg|PROTECT Monitoring Services?

You will need to confirm your name and address and provide your Social Security number and date of birth. You will also need to either confirm or provide either an email address or a mobile phone number to receive alerts. Your monitoring will begin based on this small amount of information and will extend to other Profile information and credentials that you choose to add. In order to access your credit services, including activating credit monitoring, you will need to complete identity authentication by answering 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 account creation, verification, and credential enrollment process by telephone to initiate monitoring on your behalf. However, to receive alerts you will need to provide either an email address or you can provide a mobile phone number that can accept SMS text alerts. To enroll through this method, please call 1-800-357-6392 Monday through Saturday from 7am to 9pm Central and Sunday from 11am to 5pm Central.

Can I cancel the nxg|PROTECT Monitoring Services?

Yes - 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 on your dashboard, or call one of our Privacy Advocates at 1-800-357-6392.

I lost my wallet/debit card, what do I do?

If you have registered your credentials for Dark Web Monitoring (Internet Surveillance), you can use the information to quickly notify issuers of lost credentials, or just simply call a Privacy Advocate directly to get personalized help to replace the credential documents that may have been in your wallet. The Privacy 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 special-use Member ID and/or password?

To retrieve your Member ID used for registering for nxg|PROTECT services call 1-800-357-6392.  To recover your 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 the 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. Any U.S. citizen living in the U.S. and owning a Social Security number may take full advantage of the Recovery Services. A non-U.S. citizen living in the U.S. may file a claim for the Recovery Services; however, if you do not have a Social Security number you will not be able to activate the credit services, specifically Credit Report, Credit Score and Credit Monitoring. A U.S. citizen who is visiting outside of the U.S. or living outside of the U.S. may file a claim for 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.

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 "MemberID".  You may allow another trusted family member to register for the proactive monitoring services using the additional Member ID.  

Here’s how it works in three easy steps:

  1. Create a second nxg|PROTECT account using YOUR information.
    Access the website and enter your second Member ID.  Follow the prompts to enter your Social Security number and Date of Birth.  You will also be asked to enter your address, establish a username and password, and enter your email address during this account verification process.  Once this step is complete and your account is active, you will click “Log In” to go directly to your Dashboard.

  2. Next, convert the nxg|PROTECT account to your FAMILY MEMBER.
    On the Dashboard, click on your name in the upper right corner and select “Account Settings”.  There you will edit/change all YOUR personal information shown to the personal information of your family member including their name, address email, phone, Social Security number and date of birth.  Don’t forget to SAVE your changes. The family member may also change the username and password to their own on this page.

  3. Your Family Member will only see their information, and not yours.
    That’s it!  ONCE THE ACCOUNT IS IN THE FAMILY MEMBER’S NAME then the family member should go to the Credit tab and complete the Authentication step to activate their monitoring services and gain access to their credit report and score.

I'm receiving emails from nxg|PROTECT.  Why are they emailing me and why is this Member ID different than my Member ID from my group sponsor?

NXG Strategies has partnered with your sponsoring organization to provide access to multiple proactive monitoring services through nxg|PROTECT.  Many times you will receive important communications about the benefits such as your identity health status and monitoring alerts.  The Member ID referenced on these emails is not the Member ID associated with your sponsoring organization.  It is a unique Member ID provided to you by nxg|PROTECT to activate the services and to be used as a reference number in the event your need to contact a Privacy Advocate.