Frequently Asked Questions

 

Membership

Ordering And Billing

Credit Laws

Scores

Reports

Alerts

CardSafe

Experian Credit Advisors

ChildSecure

Troubleshooting

Score Planner™

Membership Back to Top

What do I get with my FreeCreditScore.com™ membership?

As a FreeCreditScore.com member, you will enjoy the following benefits:

  • Automatic score updates twice a month
  • Personalized lists of what's helping and hurting your score
  • Experian Credit and Score Monitoring
  • Daily Monitoring of the nation's largest fraud database
  • Monthly credit statements
  • Fraud resolution support
  • Member Rewards savings program
  • $50,000 Product Guarantee*

*Due to New York state law restrictions, the FreeCreditScore.com Product Guarantee cannot be offered to residents of New York.

How do I cancel my membership?

To cancel, please contact Customer Care toll-free at 1-877-300-2506. You may cancel at any time; however, you will not be eligible for a refund for your membership fees.

I signed up for a free trial, why am I being charged?

If you do not cancel your free trial membership within 7 days of the date you place your order, your membership will continue automatically and the monthly fee will be billed to the credit card or other billing source provided by you when you enrolled in credit monitoring, on the first day of each successive membership term.

How much does the  FreeCreditScore.com  membership cost?

The membership cost can usually be found in the IMPORTANT INFORMATION section of the  FreeCreditScore.com  Home Page, as well as in the PAYMENT INFORMATION before you submit your Secure Order. Please note that the initial Membership cost varies based on several factors, such as – promotional offers, discounts applicable at the time of enrollment etc.

If you signed up for a $1 credit report, credit score and 7-day trial offer, you will be charged the monthly membership cost after the 7-day trial. We will send you an email confirmation reflecting your membership price for your initial order and any additional product you opted to purchase. You may cancel at any time. However you will not be eligible for a refund of your membership fees.


Ordering And Billing Back to Top

Will ordering my credit report hurt my score?

No, it won't. When you order your own credit report, be it during your trial membership or at any other time, it's called a "soft inquiry". Soft inquiries do not impact your credit score, and don't appear on your credit report when a lender views it.

A "hard inquiry" is placed on your credit report when a company reviews your credit as part of an application. Having too many hard inquiries could mean that you are overextending yourself and could potentially lower your score.

Is the transaction safe?

Yes, the process of sending and receiving your information is encrypted using Secure Socket Layer (SSL) encryption. This technology helps ensure that your credit card and other sensitive information are protected. Preferred web browsers are Internet Explorer 7.0+, Firefox 2.0+, and Safari 3.0+..

What do you do with my private information?

We take privacy and security very seriously. The information that you provide during the order process is used to verify your identity and remains in our system. Your credit report and score are stored in our system to be viewed by you on the website. Under no circumstances will we use, resell, or provide your credit information to any third-party marketers. If you call one of our Customer Care Representatives, they do not see your credit report unless you give them specific permission to do so. For full details regarding how we protect the information you submit to us, please see our Privacy Policy.

Why is there a charge for $1.00 on my credit card from you when I'm still in my free trial?

That's not actually a charge, and the money is still in your account. That $1.00 is the way the company that processes our billing makes sure you provided a valid credit card when you establish your membership. If you wait a day or two, that charge will no longer appear on your credit card statement.

Do I have to pay sales tax?

That depends on the state in which you reside. Certain orders may be subject to sales tax based on specific laws in your state of residence. Sales tax may be included on membership orders and any additional reports and scores that you purchase, such as a 3-Bureau Credit Report with Scores.

The address you provided during the order process is used to determine whether sales tax applies to your order(s) and if so, at what rate. Since sales tax rates may change over time, you might notice minor fluctuations in the membership fee.

Keeping your address up-to-date in our system will help ensure the sales tax is calculated accurately during each billing cycle.

- Log in and Update Your Payment Method and Billing Address

Can I get my Credit Score and Report by mail?

Unfortunately, we cannot provide credit reports and scores by mail at this time.

I don't have a credit card. Can I still purchase a credit report?

Currently, we only accept credit card payments. Our system is not set up to accept checks or cash at this time. We apologize for any inconvenience.

Can I order someone else's credit report?

No. It's a federal crime to obtain a copy of someone's credit report without their permission, punishable by a fine and/or imprisonment.


Credit Laws Back to Top

What is the Fair Credit Reporting Act?

The Fair Credit Reporting Act (FCRA) is a federal law defining your legal rights to your credit report. Your rights under this law include:

  • You must be told if information in your Credit Report has been used against you.
  • You have the right to know what is in your Credit Report.
  • You have the right to dispute incomplete or inaccurate information.

For more information, visit the Federal Trade Commission's webpage about the FCRA.

What is the Fair and Accurate Credit Transactions Act?

The Fair and Accurate Credit Transactions Act (FACTA) signed into in 2003 is a revision to the Fair Credit Reporting Act (FCRA) and allows consumers to get one free Credit Report from each of the three national bureaus once a year from annualcreditreport.com. For more information, visit the Federal Trade Commission's webpage about the FCRA.

What is the Credit Repair Organizations Act?

The Credit Repair Organizations Act (CROA) governs the business and advertising practices of companies claiming to offer "credit repair" services. Prior to CROA, some companies took advantage of consumers and profited on advice that actually hurt consumers instead of helping them. Be very careful when dealing with any company that offers to "fix" or "clean" your credit for money. Many of the services these agencies offer are things you can do for yourself at no cost, such as filing disputes with the credit bureaus.

Does freecreditscore.com provide credit advice?

By law, freecreditscore.com cannot provide credit advice. The Credit Repair Organizations Act prevents us from doing so. While we offer a great deal of credit education throughout the website, we are unable to provide direct advice on how to improve a credit score or credit situation. However, through your freecreditscore.com membership, you can purchase sessions from Experian Credit Advisors, Inc., an Experian sister-company.

Do laws limit my responsibility for unauthorized charges?

Under Federal law, your responsibility for unauthorized charges is generally limited to $50 per Credit Card and up to $500 per ATM or Debit card. The amount for which your card issuer holds you liable will depend on how quickly you report your lost or stolen cards to your card issuer. As a freecreditscore.com member, if your card issuer holds you liable for unauthorized charges made after you report your missing cards to us, we will guarantee your reimbursement for those charges. See Terms of CardSafe™ Guarantee for complete details.


Scores Back to Top

How often do you update my credit score?

You get your first credit score when you sign up for your membership. After that, we'll update your credit score twice each month. You have the option of receiving Score Alerts if your credit score changes.

- Log in and Update Your Alert Settings

How long is my credit score available?

All of your Experian Credit Scores are available through Score Tracking.

We only keep the detailed information (such as the factors contributing to your score) until the next time your score is updated.

Which bureau's credit report is my credit score based on?

As part of your membership, freecreditscore.com uses your Experian Credit Score.

For an additional one-time fee you can also see your Equifax and Transunion Credit Reports and Scores by ordering your 3-Bureau Credit Report with Scores.

We recommend reviewing your 3-Bureau Credit Report with Scores about once every three months.

Why is this score different from the one I got somewhere else?

It's a common credit myth that there is only one way to calculate a credit score. Many lenders use their own customized calculations. All three bureaus offer different calculations, and there are multiple "FICO" score calculations. There are estimates that say there are over 1,000 different Credit Scores in use.

The score calculation used on freecreditscore.com is the PLUS Score, which is the standard calculation offered by Experian.

Why is my credit score different from the three different bureaus?

Experian, Equifax, and Transunion are three different businesses with three different software systems, and three different business models. This allows small differences (and occasionally large differences) to occur between credit reports.


Reports Back to Top

Which bureau's credit report do you provide?

As part of your membership, freecreditscore.com provides you with every day access to your Experian Credit Report with Score.

For an additional one-time fee, you can also see your Equifax® and Transunion® Credit Reports and Scores by ordering a 3-Bureau Credit Report with Scores.

How often do you refresh my credit report?

There are very specific laws for your protection that prohibit anyone from accessing your Credit Report without your permission, and that includes us. While we do periodically update your credit score and some summary information automatically, we never refresh your credit report unless you specifically give us permission to.

As a paid member of freecreditscore.com, you are able to request a refresh of your Experian Credit Report with Score at no additional charge whenever you need it.

How long is my credit report available?

We only keep copies of your credit report for 30 days. This is the same for an Experian Credit Report with Score and for a 3-Bureau Credit Report with Scores. If you need to keep a copy of your Credit Report for longer than 30 days, you can print out your report. Generally, lenders and other credit-related companies do not consider reports older than 30 days to still be accurate.

What should I do if there's a mistake on my credit report?

If you see something that is incorrect on your credit report, refer to the Credit Report Dispute Guide.

What should I do if there's something on my credit report that hurts my credit score?

By law, freecreditscore.com cannot provide credit advice. The Credit Repair Organizations Act prevents us from doing so. While we offer a great deal of credit education throughout the website, we are unable to provide direct advice on how to improve a credit score or credit situation. However, through your freecreditscore.com membership, you can purchase sessions with an Experian Credit Advisor.

Why doesn't the information on my 3-Bureau Credit Report with Scores match from bureau to bureau?

Experian, Equifax, and Transunion are three different businesses with three different software systems, and three different business models. This allows small differences (and occasionally large differences) to occur between credit reports.

Read more about The Three Credit Bureaus.


Alerts Back to Top

What are Score Alerts?

Your Experian® Credit Score is monitored twice a month for changes. When you create your membership, you are automatically set up to receive alerts for changes in risk levels and changes of more than ten points. You can adjust these settings and set up additional alerts from in your profile for no additional cost.

- Log in and Update Your Alert Settings

Your score alerts are available in your Alert Center.

What are Identity Alerts?

Identity alerts notify you when your personal information is used for credit cards and other financial activities within our vendor's network. Alerts can indicate when someone:

  • Applies for a credit card or loan in your name
  • Submits a new application for an account or service to be opened in your name
  • Opens a new mobile phone account in your name
  • Validates your identity
  • Changes the contact information for one of your accounts
  • Plus other types of financial activity that may be unauthorized.

You may receive an identity alert, as well as a credit alert for the same activity if it is added to your Experian credit report

When will I start receiving alerts?

It usually takes no more than 48 hours to enroll new members in the different types of alerts we send out. After that, you will receive alerts as they occur.

Make sure that you have added support@freecreditscore.com to your address book so your alerts don't get blocked by your spam or junk mail filter.

What should I do when I get an alert?

That depends on what type of alert it is, and whether or not you recognize the information in the alert. We recommend you view all the alert details and read the extra information available there to help determine your next steps.

Can I change the email address alerts are sent to?

Yes you can.

- Log in and Update Your Email Address

Can I get my alerts as text messages?

Yes you can. You are able to set up, modify, or cancel text message alerts for no additional cost.

- Log in and Update Your Alert Settings

How do I turn off text message alerts?

To cancel text message alerts from your phone, text STOP to the short code you are enrolled in from your mobile device. Be advised, standard messaging and data rates may apply.

To cancel text message alerts from your computer, Log in and Update Your Alert Settings.

The site says I got an alert, but I don't remember receiving it. What happened?

If we show an alert on the website and you didn't receive an email, it's probably because your spam or junk mail filter prevented you from receiving it. Make sure that you have added support@freecreditscore.com to your address book, and that should fix the problem.


CardSafe Back to Top

What is CardSafe?

CardSafe is a card registry product that helps you quickly recover the loss of cards if your wallet or purse is lost or stolen. Using the information already in your credit report, and any additional information you provide, we keep a record of all your cards. If your wallet or purse is ever lost or stolen, instead of calling dozens of companies to cancel cards and order new ones, just call us and we'll take care of everything for you.

How much does CardSafe cost?

CardSafe is an included benefit in your freecreditscore.com membership.

What is the CardSafe Guarantee?

CardSafe offers you guaranteed registration for your Credit, Charge, Debit, and ATM cards. As a member of CardSafe, if your cards are lost or stolen, we will guarantee reimbursement for unauthorized charges made after you've reported your missing cards to us, and for which your card issuer holds you liable. If you have charges that you believe should be covered by the CardSafe Guarantee, contact your caseworker and they will walk you through the claims process.

What should I do if my credit cards are lost or stolen?

If your credit cards are lost or stolen, please contact us immediately at (866) 227-3718 to speak with a Fraud Resolution Representative who will be happy to assist you.

Can I add, edit, or delete cards in my registry?

Yes. You may add, edit, and delete cards at any time through CardSafe.

Why aren't my credit cards listed on my CardSafe page?

We do not display your credit report accounts on CardSafe as they change over time. If your credit cards are lost or stolen, we will pull a fresh credit report with you on the phone to make sure we have the most up to date information.

You should manually add accounts or cards not listed on your credit report, like ATM or Insurance Cards to CardSafe.

Do laws limit my responsibility for unauthorized charges?

Under Federal law, your responsibility for unauthorized charges is generally limited to $50 per Credit Card and up to $500 per ATM or Debit card. The amount for which your card issuer holds you liable will depend on how quickly you report your lost or stolen cards to your card issuer. As a freecreditscore.com member, if your card issuer holds you liable for unauthorized charges made after you report your missing cards to us, we will guarantee your reimbursement for those charges. See Terms of CardSafe™ Guarantee for complete details.

How do I contact a Fraud Resolution Representative if I am in a foreign country?

If your credit cards are lost or stolen while you are in a foreign country, call (479) 573-7316 to speak with a Fraud Resolution Representative who will be happy to assist you.


Experian Credit Advisors Back to Top

What is Experian Credit Advisors?

Experian Credit Advisors is a credit advice service provided by iQual Corporation. The credit advisors at iQual offer explanation and advice to consumers based on their Experian Credit Reports.


ChildSecure Back to Top

What is ChildSecure?

ChildSecure is an identity monitoring product for your children. After you've enrolled your children in ChildSecure, we will monitor the Experian Credit Database for any records and alert you if someone applies for credit using your children's personal information.

ChildSecure is available for purchase as an additional benefit to your freecreditscore.com membership for a $6.95 monthly fee.

How much does ChildSecure cost?

ChildSecure costs $6.95 for a monthly membership. If you purchase ChildSecure, you will be billed your regular membership fee plus the additional fee for ChildSecure on your next bill date.

If I enroll my child, what will you do with my child's information?

We treat your children's information with the same care and sense of privacy and security that we treat your personal credit information. We do not use it, resell it, or provide your credit information to any third-party marketers. If you call one of our Customer Care Representatives they do not see your child's information unless you give them specific permission to do so.

Please see our Privacy Policy for full details about how we protect the information you submit to us.

If I can obtain this information about my child's files, can't other people also obtain this information?

No. You are able to enroll your child in monitoring online, but in order to see any information that is collected through the monitoring process, we require you to fax documentation that you are the parent or legal guardian to us as proof. Once we have received this information and verified that you are the parent or guardian, you will be able to obtain a paper copy of your child's information in the mail.

Why can't I see my child's information online?

We take you and your children's privacy and security seriously. Because there is no definite way for you to prove that you are the parent or guardian of your child online, we require you to fax documentation to us as proof. Once we have received this information and verified that you are the parent or guardian, you will be able to obtain a paper copy of your child's information in the mail.


Troubleshooting Back to Top

What if I forget my User Name or Password?

We have an online process to retrieve your User Name and reset your Password. We will ask you a few questions based on information you gave us when you established your membership. You will then be able to reset your information. You can call us at (877) 300-2506 if you need additional assistance.

- Sign-In Help

I got an error message saying I would receive a letter in the mail with an access code. What happened?

We take privacy and security very seriously. If you received that message it was because we weren't absolutely certain you are who you say you are. As a way of validating your identity, we send a letter to the address on your credit report with an access code. When you receive the letter, sign-in to the web site and provide that code to access your membership.

If you've moved, don't worry. The person living at your old address would also need to know the User Name and Password you created to sign-in. Your information is still secure. Call us at (877) 300-2506 and we'll try to validate your identity over the phone.

When I signed up with you I got a message saying I wasn't eligible for the free trial. Why not?

The free trial membership is a promotional offer for first-time customers only. If you've been a member before, you are not eligible for a second free trial.

My order didn't go through. What happened?

We're sorry that happened. Most orders process in just a few seconds, but for various reasons some orders are not able to be completed right away. The two main reasons this happens are:

- We are unable to confirm your identity. We take security and privacy very seriously, and need to be certain you are who you say you are before we can present any sensitive information.

- The credit bureau doesn't have a complete report for you. This can happen for younger people still establishing their credit, for people who don't use credit very often, or for people who have spent years out of the country.

If you need further assistance with your order call Customer Care at (877) 300-2506.

Why do some of the pages look like they're not loading all the way, or have missing pieces?

freecreditscore.com is designed to work best with the web browsers Internet Explorer 7.0+, Firefox 2.0+, and Safari 3.0+. Some functionality and features of the website require the use of Flash, Java, Javascript and Adobe Reader. These are all standard pieces of software that most websites require to work properly.


Score Planner™ Back to Top

What is Score Planner?

Score Planner provides you with an estimated credit score while allowing you to learn how changes in your credit information can change your score. You can even view possible scenarios to find out how they will impact your score. Score Planner is free to members and non-members.

Does Score Planner show my actual score?

Score Planner only gives you an estimated score based on the information you provide.

How Does Score Planner Work?

You’ll be asked simple questions about your credit cards, loans you may have and payment history. Once you have answered the questions you will get an estimated score.