• Registration Questions
• Dial-up Internet Users
• Mail-in Registrations
• Pricing and Payments
• Coverage Questions
• How Does It Work?
• Other

Registration Questions

1. Do I need web access to register or use Debix?
   Online registration is preferred so that the activation call to your registered phone can be performed right away. However, a mail-in form is available here (pdf file) for those that prefer not to register online. Note that an activation phone call will still be required in order to complete the registration process, but this can be done at a later time after the mail-in form is submitted.
2. What if I have dial-up Internet?
   For consumers with dial-up Internet connectivity, see the section below, 'Dial-Up Internet Users.'
3. Do I need a cell phone to register or use Debix?
   No. You will need to answer the phone you wish to use to complete the registration process, but a home or work phone number is fine.
4. What do I need to use the service?
   The Debix two-factor authentication system requires you to use voice services over a touch-tone phone to approve new account requests. The Debix system places a phone call to your previously registered phone, plays your pre-recorded voice-key to you to verify it is really Debix calling you, allows you to listen to the details of the new account request, and then prompts you to enter your previously established PIN to approve the request.
5. Can my spouse and I register with the same email address?
   Each account must have a unique email address. If one of you does not have an alternate email address please use the mail-in registration form located on our website (pdf file). Be aware that you will have to call in to customer support make changes to your account.
6. What if I never receive my registration e-mail?
   The most common reason for this is that certain email providers will classify this message as spam because it includes a link. Check your junk-mail or spam folders for this email. Also, while messages normally arrive within a few minutes, we have seen it take up to 24 hours for messages to get through. If you still have not received the email and think your message is not coming, log in to your account online and click the link to resend the registration email.

   Another common reason is a typo in the email as it is entered, which means it will not reach the intended recipient. Don't worry - this email does not contain any personal information about you and will not enable someone else to access your account if it falls into someone else's hands. Just call Debix customer support at 1-888-DEBIX-ME (1-888-332-4963) to correct the error.

7. What if the link sent to me does not work?
   Many email readers today disable links as a protection against spam and phishing sites. Try to copy and paste, or re-type the address into your browser rather than trying to click on the link in the mail message itself. Another reason people may have problems with this is that the link so long that it actually wraps to a second line in the email message, cropping it off before the full information is included in the link. As above, please copy/paste or re-type the link into your browser to work around this. The link has a lot of characters in it, so double check for typos.
8. I re-typed the link in my registration e-mail message, but it did not work.
   The most common explanation for this is misinterpreting the number 1 as a lower case L ("l"), or misinterpreting the number 0 for a capital O. The only letters that may appear in the complex sequence of digits at the end of the link are ABCDEFG.
9. What if I had a typo in my information when I registered?
   You can log back in to your profile at any time and change this information. Simply go to the login button and enter your registered email address and password. For dial-up users, you may need to call customer support to have these changes made for you.
10. Can more than one person register using the same phone number?
    Yes. Debix is set up for situations like this, where multiple consumers share a household phone or spouses share a single cell phone, etc. Whenever Debix calls, it announces who it is looking for, and provides an option to hold for that person if it is not the person who answered the phone. Also, Debix allows consumers to dial back into the system at their convenience to review outstanding requests, so if one person has a cell phone and a call comes in for someone else, the call can be ignored (rather than rejected) and the other person can use the phone later to review the request at their convenience.
11. What if I never receive my activation phone call?
    The most common reason for this is a typo in the phone number. Also, many people leave their cell phone off by default. Please remember to turn your cell phone on to receive the call. Lastly, the registration call usually occurs within a few seconds of clicking on the call-now button. Dial-up users should not expect to be able to hang-up in time to receive this call. If you did not receive the call, you may reinitiate it at any time by dialing 877-DEBIXME (1-877-332-4963).

Dial-up Internet Users

1. How can I register?
   If you have a dial-up connection but can use a cell phone at the same time to register, you will be able to register normally. If you have only the one phone line, please complete the online registration then call 877-DEBIXME (1-877-332-4963) to activate. You should be aware that you will have to call customer support to have changes made to your account.
2. I called 1-877-DEBIX-ME to activate, but the system never called me back.
   The first thing to be aware of is the system will only call you on a phone number you have registered with Debix. If you need to add or change a number on your account, you will need to call customer support. Also, make sure that you have a line open to receive this call. The call is placed immediately, so you will need to hang up when the system prompts you to do so.
3. How can I log in?
   Dial-up users without an alternate phone to use cannot currently access their accounts online. Please call Customer Support (1-888-DEBIXME) to review information or have changes made to your account.
4. How can I change my phone number?
   Dial-up users without an alternate phone to use cannot currently log in to their accounts. Please call Customer Support (1-888-DEBIXME) to review information or have changes made to your account.
5. What if I get disconnected during the registration process?
   No problem. You can resume the registration process by clicking the login button in the upper right-hand corner of the website. Once you enter your email address and password, you will be able to pick up where you left off. If you had not yet entered an email address or password, you will need to start your registration from the beginning.
6. What if I am on the computer when a call from a creditor comes in for me?
   No problem. You should receive an e-mail notification that a request is pending. You can dial back in to the Debix system at your convenience at 1-888-DEBIXME and follow the voice prompts to review your outstanding request. Customer support will also give you a reminder call if the request remains unchecked.

Mail-in Registrations

1. What should I expect after I mail-in my registration application?
   After you are registered, you will still need to activate your account before you can receive OnCall Credit Alerts. You can do this by calling 1-877-332-4963 and entering a phone number you registered with Debix. The system will call you back immediately on your registered phone number and prompt you to record your name, a short voice-key, and establish your personal 4-digit PIN.
2. I called 1-877-DEBIX-ME to activate, but the system never called me back like it said it would.
   The first thing to be aware of is Debix will only call you on a phone line registered with us. If you need to add a line to your account, you will need to call customer support.

   Also, make sure that you have a line open to receive this call. The call is usually placed immediately as it is requested, so you will need to hang up when the system prompts you to do so. It can take up to 5 minutes for the system to call you back, but if it takes any longer than that, call us back and try again.

3. Do I have to provide an email address?
   No. This field is optional. Debix will use this email to send you reminders if you have outstanding requests awaiting your approval (such as when you miss a call from Debix) and reminders when your service is about to expire. We do not share this information with any other companies, nor do we require it in order to secure your Identity.
4. Do I have to provide a password?
   This is required only if you plan on accessing your account online. If you do not have internet access, or you do not wish to have your account accessible online, you can leave this field blank.
5. How can I change my profile information?
   If you know your username and password, and can answer your phone while accessing the Internet, you can log on and do this yourself. Otherwise, please call Customer Support at 1-888-DEBIXME for assistance.

Pricing and Payments

1. Does Debix have a discount for spouses and other family members?
   Yes, Debix offers different family plans designed to accommodate any size family. The primary account holder can register other adult dependents as well as any minor dependants living in the same household as part of a single registration for a special family price. Adult dependants will receive the same proactive protection as the primary account holder including a warning call to get their permission before any new accounts can be approved in their name. For security purposes, each adult dependant will be required to complete their own activation as well as administer or make changes to his or her own account.

   Since minors should not have credit files, Debix will continuously monitor the national credit bureaus and public records to ensure each minor's social security is not being used fraudulently. Debix will alert the primary account holder to any suspicious activity.

2. How come a different price shows up on the last page of registering?
   Depending on the partner or reseller that has directed you to Debix you may receive various levels of sponsorship from them ranging from discounts to free subscriptions. If you come in through their links you will see the correct pricing information, but if you have to restart the process and come in through the main Debix site, you will see the normal retail price appear. Please return to the link you were provided by the partner you wish to sign up with in order to take advantage of their sponsorship.
3. How do I take advantage of a One Year Free offer?
   Debix has many partners that provide full sponsorship of the Debix services to their customers due to security breaches or other reasons. Please use the links provided by these partners to take advantage of these offers. In cases where the sponsorship is One Year Free, you will not be prompted for any payment information as this is paid for by the partner.
4. Will a Debix membership automatically renew?
   It depends on the subscription type for which you subscribed. Some renew automatically, others do not. This information should have been available to you at the time you registered, but you can always call Debix Customer Support (1-888-DEBIXME) if you have additional questions.

Coverage Questions

1. Does Debix cover spouses?
   Not as part of a single subscription service, though you are encouraged to enroll your spouse through our family program. Adult dependants will receive the same proactive protection as the primary account holder including a warning call to get their permission before any new accounts can be approved in their name. For security purposes, each adult dependant will be required to complete his or her own activation as well as administer or make changes to his or her own account.
2. Does Debix cover minors?
   Debix is now offering minor protection as part of our family program. The primary account holder may add any children for whom they are the legal guardian. Debix will continuously monitor the national credit bureaus and public records to ensure each minor's social security is not being used fraudulently. Debix will alert the primary account holder to any suspicious activity.
3. Does Debix cover non-US citizens, or accounts outside the US?
   Not at this time. Unfortunately, other countries do not have laws requiring creditors to honor fraud alerts, and those laws in the US are based on Social Security Numbers. Hence, you must have a Social Security Number in order to have your fraud alerts set, and only creditors in the US are required to honor them.
4. What about US citizens living abroad?
   US citizens living abroad (but with residences in the United States) can sign up with Debix, but will be unable to approve or deny new lines of credit without a US phone number.

How Does It Work?

1. How Does It Work?
   You will receive a secure, automated OnCall credit alert call from Debix with information about a recent change to your credit. The name of the bank or creditor and the type of account will be provided. If you recognize the account as legitimate, simply press the "1" key and the Credit Call is completed. If you DO NOT recognize the account and suspect fraud, press the "*" key and you will immediately be connected to a Debix OnCall Investigator. The OnCall Investigator will assess the situation; assist the individual by closing the account and begin an investigation. If you desire, law enforcement will be notified to pursue the criminals responsible.
2. What if I miss a call?
   You can call back into Debix at any time to review any pending alerts. Simply call 1-888-DEBIXME and choose option 1 then follow the voice prompts to review pending alerts.
3. If I get a call about an alert, what do I do?
   If you hear your voice key played back for you at the beginning of the call and are sure it is really Debix, then you must enter your 4-digit PIN to hear the details of the change to your credit information.
4. If I receive a call about a change to my credit information that I do not recognize, what do I do?
   You can press "*" to be immediately connected to an OnCall Investigator. They will assist you in closing the account and beginning an investigation.
5. What if I do not acknowledge the alert as legitimate nor press the "*" to investigate the suspicious change to my credit?
   You can call back into Debix at your convenience to review the alert and decide to approve it or investigate it. Just call 1-888-DEBIXME and press option 1 then follow the voice prompts to review alerts.
6. Does Debix provide insurance or assistance in the event I suffer identity theft with this service?
   Yes. Debix offers Identity Theft Insurance through AIG -- an industry leader among insurance companies, providing expert assistance and financial relief for identity restoration costs, legal defense expenses, and lost wages. More details about coverage can be found here.
7. How will I know if I miss a call from Debix about a new account?
   You should receive a voicemail a new credit account has been posted to your credit file. If you are actively trying to create a new account, such as buying a car or getting a new credit card, you can always call into Debix at 1-888-DEBIXME and choose option 1 to review any alerts in your name by following the voice prompts.

Other

1. What if I already have Credit Monitoring?
   Only Debix OnCall Credit Monitoring features an electronic network that does what ordinary credit monitoring can't. You will receive immediate actionable alerts by phone notifying you of changes to your credit information. Should any changes be suspicious an OnCall Investigator will be there to manage the investigation and recovery process for you.
2. When my Debix subscription expires, how will I renew?
   You account will automatically renew to ensure there is no interruption to your coverage.
3. How can I cancel?
   You may cancel your Debix service at any time. Please call Debix Customer Support at 1-888-DEBIXME to cancel. You may be asked to verify your identity in order to cancel. If applicable, a refund will be issued for payments made for the current contract period and any future contract periods. Refunds will be issued through the original method of payment or by check if the original method of payment is no longer valid. The refund amount shall not exceed the maximum amount paid by you the consumer. Please allow 7-10 business days for refund processing. Debix Inc. reserves the right to cancel a service contract if payment is not received in a timely manner.