Frequently Asked Questions
Membership
How can I contact Customer Care? What does OTL*ScoreSense mean? How can I cancel my membership? I cancelled my membership, how can I reactivate it? Is this site secure? I signed up for an account, now what? I never received my Welcome email from ScoreSense. What should I do?
Features
What features are available with my membership? Where can I see my credit reports and scores? What is my Identity Report™?** What is ScoreTracker? What is ScoreCast? How many scores can I simulate with ScoreCast each month? How accurate are the ScoreCast simulations? Where can I get my alerts? What should I do if I receive an alert?
Credit Basics
Why is it important to check my credit reports and scores? Will checking my own credit hurt my credit scores? What information is on my credit reports? How many credit reports do I have? What if I see an error or fraud on my credit reports? How are my credit scores calculated? What is a good credit score? What is credit monitoring?
Membership
How can I contact Customer Care?
You can contact our Customer Care department at 1-800-972-7204. We are available to assist you every day of the week:

Monday through Friday 8AM to 8PM CST
Saturday 8AM to 5PM CST
and Sunday Noon to 6PM CST.
What does OTL*ScoreSense mean?
We use “OTL*ScoreSense” as a billing descriptor for transactions related to our membership service.
How can I cancel my membership?
You can cancel your membership 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 8AM to 8PM CST, Saturday 8AM to 5PM CST, and Sunday Noon to 6PM 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 8AM to 8PM CST, Saturday 8AM to 5PM CST, or Sunday Noon to 6PM 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 reports, 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 email from ScoreSense. What should I do?
Within 24 hours after signing up with ScoreSense, you should receive a Welcome email containing important membership information. If you did not receive this important email, check your Spam folder and make sure to add customercare@scoresense.com to your address book. Also, visit your account page to ensure we have your correct address on file.
Features
What features are available with my membership?
As a ScoreSense member, you will receive alerts when changes in your credit reports are detected, which is a valuable tool in protecting yourself against identity theft and fraud. You also receive full access to your credit scores and reports from the three credit bureaus, access to ScoreCast™ to help you determine how behaviors/decisions can impact your credit scores, and lastly, access to your ScoreTracker™ to see how your scores have changed over time.
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 log in 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 reports instantly for more detailed information.
With a ScoreSense Monitoring membership, you are alerted to changes in your credit report. To update your credit scores, you may purchase your scores and report for a one-time fee or upgrade your account for unlimited access to your credit scores and 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 Equifax®, Experian®, and TransUnion® for the past 12 months, allowing you to easily see your score history. With ScoreSense Monitoring, your credit scores in ScoreTracker reflect the last scores purchased. To update your credit scores, you may purchase your scores and report for a one-time fee or upgrade your account for unlimited access to your credit scores and report.
What is ScoreCast?
ScoreCast lets you see how your credit scores 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 sex offender moves into your neighborhood**, you will receive an alert notification via email. Visit your account page to make sure the email address we have on file for you is correct. Also, make sure to add customercare@scoresense.com 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. With ScoreSense Monitoring, you will be alerted to changes in your credit report. To view your changes, you may purchase your report and scores for a one-time fee or upgrade your account to ScoreSense Plus for unlimited access to your credit report and scores.
Credit Basics
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. Good credit scores 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 of dollars 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, 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 reports provide potential lenders, service providers, employers, and other authorized parties with information about your credit history. A deep understanding of your credit reports can help you to use credit responsibly and 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.
With ScoreSense Monitoring, you will be alerted to changes in your credit report. To view your changes, you may purchase your report and scores for a one-time fee or upgrade your account to ScoreSense Plus for unlimited access to your credit report and 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.
With ScoreSense Monitoring, you will be alerted to changes in your credit report. To view your changes, you may purchase your report and scores for a one-time fee or upgrade your account to ScoreSense Plus for unlimited access to your credit report and scores.
What information is on my credit reports?
Your credit reports contain 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 (Experian, Equifax, and TransUnion). ScoreSense provides access to the information that Equifax, Experian, and TransUnion keep on file for you. You can refresh your credit reports and scores with ScoreSense every month.
With ScoreSense Monitoring, you will be alerted to changes in your credit report. To view your changes, you may purchase your report and scores for a one-time fee or upgrade your account to ScoreSense Plus for unlimited access to your credit report and scores.
What if I see an error or fraud on my credit reports?
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 Equifax, Experian, and TransUnion . 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 Equifax, Experian, and TransUnion. The formula used to calculate your credit scores is primarily based 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:
Great 760-850
Good 680-759
Fair 600-679
Poor 599 and below
What is credit monitoring?
Credit monitoring will continuously check your credit report 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.