Frequently Asked Questions

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General

I’m not sure which plan is right for me.

No problem! Call us at 1-844-939-3681—we’ll tell you more about our digital security plans and help you enroll. Ask about our free Security Risk Assessment—we’ll let you know if any of your accounts have been compromised and what you can do to fix it.


What if I want to upgrade my plan?

Our agents are available at 1-844-939-3681 to discuss plan options that best suit your needs. 


How can I add family members to my plan?

Our Family plan provides coverage for up to 5 members of your family (kids or adults).

For $39/mo, our family plan includes premium identity theft protection, credit monitoring, online security and privacy tools (like VPN, antivirus, and safe browsing) and $1 million in identity theft insurance* for every adult member in your plan.  You’ll also be able to add your kids to monitor their SSN and online accounts to catch early signs of child identity theft. Also, every family member will have access to our 24/7 White Glove Fraud Resolution services to help resolve any identity fraud incident.

View our Family Plans or call us at 1-844-939-3681 to learn more.

If I’m having trouble signing up, how can I get help?

Please call us at 1-844-939-3681—we’re available to help you enroll.

What is White Glove Fraud Resolution?

Our White Glove Fraud Resolution service removes the stress of recovering your identity and assets if you’re a victim of identity theft or financial fraud. A dedicated Aura case manager will work with you to craft a mitigation and remediation plan to help prevent and recuperate existing losses or damages. They'll work with you hand-in-hand to navigate credit bureaus and federal institutions. This takes the guesswork out of resolving the situation on your own and leaves it with a trained expert.

Call us at 1-844-939-3681 to learn more about White Glove Fraud Resolution services included in our plans.

How do I cancel my Aura membership?

You may cancel your membership by calling us at 1-855-712-0021 or canceling from your Account Membership page. After canceling, your membership will stop renewing. However, your protection will continue for the remaining days in your existing term. 

If you purchased an annual membership, you may be eligible for a refund under our 60 day money-back guarantee.² If you have any questions, call us at 1-855-712-0021 to learn more.


How does the 60 day money-back guarantee work?

Your satisfaction with our products and services is our top priority, which is why we’re offering a 60 day money-back guarantee for all of our annual membership plans.²

If you want to cancel and request a refund, call Customer Support at 1-855-712-0021 within 60 days of your enrollment and you’ll get a full refund of your annual membership cost.

Please note, once we cancel your membership, you’ll immediately lose access to all the benefits of your membership plan.


Identity Theft Protection

What is identity theft?

Identity theft is when a fraudster steals your personal data (such as your name, address, phone number, social security number, credit card number, passport number, IDs, driver's license number, etc.) and other forms of your identity to commit crimes in your name. Identity thieves have one common goal: to steal your personally identifiable information (PII) and use it to get a payday.

According to the U.S. Federal Trade Commission (FTC), cases of identity theft and fraud have increased by over 45% in 2020 from 3.24M to 4.72M, garnering U.S. residents over $3.3B in losses.

Call us at 1-844-939-3681 to learn more about identity theft monitoring & credit monitoring features included in our plans.


How does identity theft happen?

While there are many warning signs of identity theft, here are 4 common identity theft techniques:

  • Data Breaches - Modern day scammers can hack a company’s database or obtain stolen information from the Dark Web. Stolen data can include any personal information you've saved on a shopping website, from passwords to credit card details to Social Security numbers. 
  • Viruses & Malware - If you ever visited an unknown website, clicked on a strange link, or connected an unfamiliar USB into your device, these activities may put you at risk of accidentally downloading malware. Hackers can infect your devices with harmful software such as ransomware, and leverage that to steal your data and and even extort you for money. This is why you should always use an antivirus solution to protect yourself against malware. Get even more peace of mind with a secure VPN, so you can browse public Wi-Fi networks without worry of being hacked. 
  • Phishing Attacks - These attacks are commonly delivered by email, text message, and even DMs on social media from people you don't recognize. They’ll pressure you to “confirm your identity” or "prove it's really you" by asking you to enter your username and password. Identity thieves are also targeting children with phishing attacks on social media and online gaming forums. If they gain access to any online accounts, they'll use it to commit fraudulent activity while pretending to be you. In the worst case scenario, they'll phish your online banking information and drain your bank account, making it a nightmare scenario to recover any stolen funds. That's why you should never open spam emails, and never click on any strange links you don't recognize.
  • Physical Theft - If you lose your wallet and a thief finds your driver’s license or Social Security card, they can use that information to commit id theft. Identity thieves may also try to steal your physical mail to obtain financial information such as your bank account number. Beware, as change of address fraud has become a common scam used to redirect your mail to unauthorized destinations. 

Everything that you do online leaves a digital footprint, and it’s possible for a criminal to access your personal information with only an email.

Call us at 1-844-939-3681 to learn more about identity theft monitoring & credit monitoring features included in our protection plans.

How do identity thieves steal my personal information?

According to a 2020 Data Breach Report, over 36B personal records were exposed in data breaches. These records are typically sold among criminal exchanges or exposed on the Dark Web. For example, hackers can steal your identity with your ID if it gets exposed in a data breach. 

Aura provides extensive dark web monitoring of your registered personal and financial information, such as online accounts, financial accounts, SSN, IDs, home titles, and more to help prevent identity fraud.

Call us at 1-844-939-3681 to learn more about identity theft monitoring features included in our protection plans.

Will identity theft affect my credit score?

Your credit history may show negative remarks after an identity theft event. For example, if you don't pay your credit card bill after a stream of unauthorized charges gets posted to your account, your credit score will take a hit. 

We recommend locking or freezing your credit file if you are the victim of identity theft. Securing your credit with a credit freeze will limit access to your credit report and prevent identity thieves from opening new accounts in your name. 

Rather than manually checking your annual credit report and trying to decode such an overwhelming amount of information, Aura experts can walk you through it, step by step. 

Aura is a trusted credit monitoring service that can help you prevent fraud. We monitor and alert you to any new inquiries on your credit file across all three bureaus (Experian, Equifax, and TransUnion). Aura's mobile app can deliver notifications and updates if we detect suspicious activity.

What does Identity Theft Insurance cover?

All Aura plans includes a $1M identity theft insurance, which provides coverage for eligible losses after a stolen identity event like the examples below:

  • Aggregate Limit of Insurance: $1,000,000 per policy period
  • Lost Wages: $2,000 per week, for 5 weeks maximum
  • Travel Expenses: $1,000 per policy period
  • Elder Care, Spousal Care, and Child Care: $2,000 per policy period
  • Certified Public Accountant Costs: $1,000 per policy period

This means you could receive reimbursement for losses incurred as a result of identity theft.  To learn more, visit our identity theft insurance overview page

What happens if my identity is compromised?

Scammers and identity thieves have gotten more sophisticated, so it can be hard to tell if your identity has been stolen. However, if you believe you are the victim of identity theft, please call us at 1-844-939-3681. Once you become an Aura member, you'll be assigned a dedicated case manager, and an Aura fraud specialist will be there to assist you every step of the way.

Credit & Fraud Protection

What is credit monitoring?

Credit monitoring helps you detect possible financial and identity fraud by monitoring changes to your credit report across the 3 major credit bureaus.

Aura's credit report monitoring will help you stay on top of your credit. Protect your credit score by receiving alerts if suspicious activity is detected.

Proactive alerts to possible identity theft or credit fraud can help limit financial losses and damage to your credit score.

Call us at 1-844-939-3681 to learn more about the credit monitoring features included in our plans.


Which credit bureaus do you monitor?

We monitor and alert you to any new inquiries found on your credit file across all 3 major credit bureaus (Experian, Equifax, and TransUnion).

Reduce hassle and access your three-bureau credit report data in one place with Aura, so you don't need to manually request a TransUnion credit report, Experian credit report, and Equifax credit report separately.

Call us at 1-844-939-3681 to learn more about credit monitoring.

How do you help protect my finances?

At Aura, we’re focused on helping you protect your personal finances. Here are a few ways Aura can help:

  • Credit monitoring: Get near-real time alerts to prevent fraud. Get notified if we detect any inquiries to your credit files across Equifax, Transunion, and Experian. 
  • Credit Lock: Easily lock and unlock your Experian credit file to secure your credit from unwanted inquiries.
  • Credit Scores and Reports: Get a monthly credit score¹ and annual credit reports from the major bureaus so you can keep track of your credit history.
  • Financial Transaction Monitoring: Link your bank accounts and credit card accounts to track spending activity.
  • Bank Account Monitoring: Get alerted if someone tries to add unauthorized account holders or remove your name from an existing bank account.
  • Lost Wallet Remediation: Was your wallet lost or stolen? We’ll help you cancel any debit or credit cards in your wallet, and work with you on a recovery plan to secure your IDs and information.
  • $1 Million Identity Theft Insurance*: Every plan comes with an insurance policy that covers eligible losses and fees due to identity theft.

Call us at 1-844-939-3681 to learn more about the financial fraud protection features included in our plans.

When should I lock or freeze my credit?

We recommend locking or freezing your credit files if you are a victim of identity theft. With Aura, you're able to instantly lock your Experian credit with a tap, and our agents are ready to help you navigate freezing your credit files and getting you set up with credit monitoring.

Securing your credit file with a credit lock or freeze can restrict unauthorized access to your credit report and prevent identity thieves from opening new accounts, such as credit cards and loans, in your name. Placing a lock or freeze on your report will not impact your credit score. Remember to unlock or unfreeze your credit information for any credit applications.

The warning signs of identity theft often reveal themselves following incidents like data breaches, phishing scams, social media impostor scams, theft of your social security number, theft of your driver's license, and physical theft of your wallet or smartphone. 

Identity thieves can sell your personal information on the Dark Web, or use it themselves to commit various types of financial fraud. If you're worried about identity theft following one of these incidents, visit our identity theft protection service page to learn more. 

Call us at 1-844-939-3681 to learn more about the credit protection features included in our plans.

Online & Device Security

What is a VPN?

Our Online Security feature comes with a premium VPN solution (virtual private network) that protects your privacy online with military-grade encryption. Hide your IP address and surf the internet with confidence. Use your mobile device (iPhone or Android) to shop, bank, and enjoy your favorite online social media apps and streaming services (such as Netflix, YouTube and more) while keeping hackers at bay. We recommend turning on the VPN when you’re connected to public WiFi networks, like hotel or coffee shop WiFi, in order to keep your online activities private and secure. 

Online Security with VPN is available for Windows, MacOS, iOS, and Android operating systems.

Call us at 1-844-939-3681 to learn more about online security features included in our plans.


What is antivirus software? How does it work?

Our antivirus software helps keep you safe by detecting and blocking malware—such as viruses, ransomware, spyware, trojans and more—which may infect your device and steal your data. It works quietly in the background to scan, isolate, and remove infected files without slowing or decreasing your internet bandwidth. 

Aura is one of best antivirus providers on the market, especially considering how much value our customers get with a comprehensive security suite that includes a secure VPN, safe browsing, identity and credit monitoring. 

Aura's antivirus protection is available for MacOS, Windows and Android operating systems. 

Call us at 1-844-939-3681 to learn more about antivirus features included in our plans.


Why do I need malware protection?

Cybersecurity threats have become more sophisticated in recent years. With new vulnerabilities like log4j, and advanced phishing attacks that appear to look identical to legitimate websites, the need for a security solution like Aura is more crucial than ever before.

Malware is harmful software built by hackers that can damage your operating system and gain unauthorized access to your devices. Hackers can bypass firewalls and exploit your device’s vulnerabilities so they can extract sensitive information to commit identity theft or financial fraud. Types of malware include viruses, ransomware, spyware, trojans, adware, and more.

Call us at 1-844-939-3681 to learn more about antivirus features included in our plans.


Which devices can I install antivirus and WiFi Security VPN?

Antivirus is available for Windows, Mac, and Android.

VPN is available for Windows, Mac, iOS, and Android.


Family Protection

What are the family plan options?

Aura’s Family plan provides coverage for up to 5 members of your family (kids or adults).

For $39/mo, The Aura family plan includes premium identity theft protection, credit monitoring, online security and privacy tools (like VPN, antivirus, and safe browsing) and $1 million in identity theft insurance* for every adult member in your plan.  You’ll also be able to add your kids to monitor their SSN and online accounts to catch early signs of child identity theft. Every family member will have access to our 24/7 White Glove Fraud Resolution services to help resolve any identity fraud incident.

View our Family Plans or call us at 1-844-939-3681 to learn more. 


How many people can I protect with a Family Plan?

You can add up to 5 members to your plan, either adults or children. Only the Family Plan Account Owner can add people to the plan.

Children can be added by the Family Plan Account Owner so long as they have parental or legal guardianship over them and live at the same address. Child members on the family plan will only have access to online account monitoring and social security number monitoring features. All adult members get all the listed benefits.

Call us at 1-844-939-3681 to learn more about our Family Plan options.

How do I add adult members of my family? What benefits do they get?

Adult members can be added by inviting them to join your family plan from your Aura “Account Members” page. Invitations will be sent to the email address provided and new members will be asked to enroll with their personal information. 

Adult members will have their own account where they can manage all their identity, financial and device protections independently. Their personal information cannot be viewed by the Family Plan Account Owner or other account members. 

Adult members will have all the same plan benefits as the Account Owner (except the ability to invite other members to the plan). For example, if you signed up for the Ultimate Family Plan, both you and your adult family members can add antivirus protection to 10 devices. 

To recap, here's a list of benefits your adult family members will get with Aura:

  • Three bureau credit monitoring from Experian, Equifax and TransUnion with fraud alerts if someone tries to use your credit to open loans or credit cards in your name.
  • Registered bank account transaction monitoring.
  • Annual credit reports and monthly credit score updates.
  • The ability to instantly lock your Experian credit file and give you peace of mind from unwanted inquiries or credit pulls. 
  • Notifications if your information is exposed on the Dark Web following a major data breach. 
  • Identity monitoring and dark web monitoring for advanced id theft protection and added peace of mind. 
  • SSN monitoring, driver's license number monitoring, passport number monitoring. 
  • $1M identity theft insurance policy. If your money is stolen due to identity theft, you may be eligible for stolen funds reimbursement up to $1 million for specific costs and expenses incurred*.
  • Identity restoration assistance if you are the victim of identity theft - Aura's team of experts are highly experienced in fraud remediation and will guide you to recovery. 
  • The convenience of managing these features directly from the Aura mobile app, available for both iOS and Android.

Call us at 1-844-939-3681 to learn more about our Family Plan options.


How do I add my children? What benefits are included?

Children can only be added by the Family Plan Account Owner so long as they have parental or legal guardianship over them, and live at the same address as the Account Owner.

Children who are added do not have their own username or login or get any account access. Your child's identity monitoring is added to the primary Account Owner’s account and is active so long as the primary Account Owner has an active account with Aura. 

Call us at 1-844-939-3681 to learn more about our Family Plan options.

Additionally, for a list of proactive steps to protect your child from identity theft, check out Aura’s expert guide.

Can added adult members see a child member’s personal information or alerts?

No. Due to privacy concerns, only the Family Plan Account Owner can view a child’s personal information.

Call us at 1-844-939-3681 to learn more about our Family Plan options.

Security

If I sign up for Aura, how do you keep my account information safe?

Your information is secured with 256-AES (Advanced Encryption Standard), the same encryption technology generally used by major banks and the military.


I don’t want to share my sensitive information (e.g., Social Security Number) online while enrolling. What alternative do I have?

No problem! We’re available to help you learn more about our digital security plans and help you enroll. Call us at 1-844-939-3681, and if you’d like, our Aura Specialists can provide you a free Security Risk Assessment to check if any of your accounts have been breached and provide recommendations on what you can do to fix it.


Can you prevent 100% of the risk of identity theft and fraud?

While it can be hard to tell if your identity has been stolen, there are precautionary measures you can take to prevent it from happening. And unfortunately, no identity theft protection service is able to prevent all risk of identity theft and fraud. But with the combination of multiple advanced tools under one service, we are able to closely monitor and alert you to potential credit fraud up to 4X faster than competitors.

 Call us at 1-844-939-3681 to learn more about identity theft and financial fraud monitoring features included in our plans.


What happens if my identity is compromised?

If you recognize any warning signs of identity theft and believe you're a victim of identity theft or fraud, please call us at 844-939-3681. As an Aura member, a dedicated identity theft and fraud specialist will be assigned to assist you every step of the way.

Does your insurance cover losses due to malware or viruses?

No, our insurance only covers eligible losses and damages due to identity theft. See our insurance policy here.


We’ve got your back

Aura Plans Come With:

$1,000,000 ID Theft Insurance*

24/7/365 Customer Support

60 Day Money-back Guarantee

Get Protected With Aura Today

All-in-one digital safety for the whole family is here.