Frequently Asked Questions
How can I contact Customer Care?
You can contact our Customer Care department at 1-877-336-8022. We are available to assist you every day of the week: Monday through Friday 8 AM to 8 PM CST, Saturday 8 AM to 5 PM CST, and Sunday 12 PM to 6 PM CST.
What does OTL*ScoreSense.com mean?
We use “OTL*ScoreSense.com” as a billing descriptor for transactions related to our membership service.
How can I cancel my membership?
You can cancel your membership at any time by contacting our Customer Care department at 1-800-972-7204. We are available to assist you every day of the week: Monday through Friday 8 AM to 8 PM CST, Saturday 8 AM TO 5 PM CST, and Sunday 12 PM to 6 PM CST. Once you cancel your membership, you will receive no further charges. To reduce the amount of time it will take our representative to process your request, please have the following information handy:
- ScoreSense® Member ID (provided in your Welcome email) or Social Security number
- First and last name
- Physical address used to register your ScoreSense account
I cancelled my membership, how can I reactivate it?
Reactivating a cancelled membership is simple. Just call us at 1-800-972-7204 (Monday through Friday 8 AM – 8 PM CST, Saturday 8 AM – 5 PM CST, or Sunday 12 PM – 6 PM CST).
Is this site secure?
Your security is our top priority. ScoreSense is encrypted using 128-bit SSL (Secure Sockets Layer) technology.
I signed up for an account, now what?
As a ScoreSense® member, you are able to choose options that will allow you to access your credit reports and scores as often as you like, dispute errors on your credit report, view threats we have detected to your identity, see details of the sex offenders living near you and more. Start at the ScoreSense Dashboard where you have easy access to all of the ScoreSense features. Look for the “?” icons and “Learn More” links to help you get the most out of your membership.
I never received my Welcome e-mail from ScoreSense.® What should I do?
Within 24 hours after signing up with ScoreSense, you should receive a Welcome e-mail containing important membership information. If you did not receive this important e-mail, check your Spam folder and make sure to add email@example.com to your address book. Also visit your account page to ensure we have your correct address on file.
What features are available with my membership?
Depending on the level of membership you choose with ScoreSense,® you may have access to credit, identity theft, and family safety features. Please see your welcome email or login to your membership to view this detail.
Where can I see my credit reports and scores?
ScoreSense® makes it easy to access your latest credit reports and scores. Visit the dashboard and immediately see your most recent scores. You can also view your credit report instantly for more detailed information.
What is my Identity Score?**
Your Identity Score is a number between 1 and 999 that tells how at-risk your identity is for fraud. Members can see their score and learn more about what it means by viewing their Identity Score Report.
What is my Identity Report?™**
Your Identity Report is where you can view potential threats to your identity that ScoreSense® has discovered. We scour the internet, payday loan records, criminal and public records, and more to detect fraudulent use of your personal information.
What is ScoreTracker?
Credit scores constantly change with every new piece of information added to your credit reports. ScoreTracker displays your credit scores from TransUnion, Experian, and Equifax for the past twelve months, allowing you to easily see your score history.
What is ScoreCast?
ScoreCast lets you see how your credit score could change if you took certain actions, such as paying off your debt, taking out a new loan, or missing a monthly payment.
How many scores can I simulate with ScoreCast each month?
You can simulate as many scores as you like each month. Note that the simulations have no impact on your actual credit scores and do not hurt your credit in any way. Your simulations will not be saved or stored and we do ask that you choose one credit reporting agency to simulate.
How accurate are the ScoreCast simulations?
ScoreCast is designed to provide a general approximation of future credit scores based on hypothetical scenarios. Your credit scores are not guaranteed to change as indicated, even if you follow the scenarios precisely.
Where can I get my alerts?
When important changes happen to your credit, when we detect new threats to your identity,** or when a new sex offender moves into your neighborhood,** you will receive an alert notification via e-mail. Visit your account page to make sure the e-mail address we have on file for you is correct. Also, make sure to add firstname.lastname@example.org to your address book.
What should I do if I receive an alert?
The action you should take depends on the type of alert you receive. Next to the details of each alert, you’ll find links that lead to helpful information and tips for further action.
Why is it important to check my credit reports and scores?
You should regularly review your credit reports and scores so that you know what to expect when shopping for the best deals on new loans and lines of credit. A good credit score can save you money by helping you qualify for low-interest mortgages, car loans, and credit cards. Lenders are more likely to offer lower interest rates to those with high credit scores, because they signify a history of good credit behavior. Low interest rates mean you pay less in interest each month on your credit cards, cars, home, and personal loans. These savings can mean you pay hundreds or even thousands less to your creditors each year.
Having good credit saves you money even if you aren’t applying for a new loan. It can help you get that great deal on an apartment, that high-paying job you interviewed for, and lower car insurance and life insurance premiums. It can also keep you in the good graces of your existing creditors, making it less likely that they’ll ratchet up your current interest rate.
The key to determining your eligibility for credit is assessing how you’ve handled past credit obligations. Your credit report provides potential lenders, service providers, employers, and other authorized parties with information about your credit history. A deep understanding of your credit report can help you to use credit responsibly and be able to identify errors that may impact your creditworthiness. Since creditors report your credit activity to the reporting agencies frequently (generally monthly), it is important to review your credit reports and scores often. Keep in mind that there are lots of free credit report tools out there, but none of them offers the ability to track, update, and forecast your credit scores.
Will checking my own credit hurt my credit scores?
No, checking your own credit reports and scores will not hurt your credit. In fact, you should regularly check your credit to be sure it does not contain potentially harmful errors or fraud. Enrolling in a credit monitoring service like ScoreSense makes it easy to review your latest credit reports each month.
What information is on my credit report?
Your credit report contains personal identifying information, account history and current payment status, employment history, public records in your name, and a list of those who have checked your credit (called credit inquiries).
How many credit reports do I have?
Most consumers have three credit reports in their name—one from each credit reporting agency (TransUnion, Equifax, and Experian). ScoreSense provides you access to the information that all three credit reporting agencies keep on file for you. You can refresh your credit reports and scores with ScoreSense every month.
What if I see an error or fraud on my credit report?
Credit reports containing errors can cost you money and time. You should dispute inaccurate information with the credit reporting agencies as soon as you discover it. The ScoreSense® Dispute Center offers a step-by-step guide to help you file disputes with TransUnion, Equifax, and Experian. If you are a member and spot signs of identity theft on your credit reports, you can refer to the ScoreSense Identity Theft Recovery Guide.
How are my credit scores calculated?
Your credit scores are based on the information in your credit reports from TransUnion, Equifax, and Experian. The formula used to calculate your credit scores is based primarily on your payment history, level of debt, and length of credit history. The longer you have proven yourself as a creditworthy consumer, the higher your credit scores are likely to be.
What is a good credit score?
Different lenders have different definitions of a “good” credit score. Generally speaking, credit scores greater than 720 will help you qualify for loans with low interest rates. Scores can range from the 300s to the 800s. The better your score, the more likely you are to qualify for a new auto loan, credit card, or mortgage at a competitive interest rate.
ScoreSense categorizes credit scores in the following manner:
|Poor||599 and below|
What is credit monitoring?
Credit monitoring will continuously check your credit reports for you, and alert you whenever any changes or additions appear. ScoreSense will send you an alert whenever an organization checks your credit, whenever your personal information changes, when a delinquency or other piece of negative information is added, or if a new account is opened in your name. Credit monitoring is the best way to ensure that you know about fraudulent activity before it wrecks your credit. The sooner you learn that your identity has been stolen, the easier it is to get it back.
Identity theft happens when someone else accesses your personally identifiable information—such as a name, date of birth, or Social Security number, and uses it to obtain goods, services, credit, or false credentials. There are dozens, if not hundreds, of ways that criminals can access personal information and use it to commit crimes. Our learning center provides information to help you better understand the different types of identity fraud that exist, and what you can do to protect yourself.