CreditCheckTotal® FAQ

CreditCheckTotal Membership

What’s included in my CreditCheckTotalSM membership?
As an CreditCheckTotal member, you enjoy the following benefits:

  • Unlimited access to your Experian® Credit Report as well as one 3 Bureau Reports and 3 FICO scores (every 30 days)
  • Daily Credit Monitoring and Alerts
  • Bi-Monthly Score Monitoring and Alerts
  • Score Simulator
  • $50,000 Product Guarantee*
  • ChildSecure™
  • CardSafe™
*Due to New York state law restrictions, the CreditCheckTotal.com Guarantee cannot be offered to residents of New York.

How much does an CreditCheckTotal membership cost?
Your membership price will be charged to your credit card monthly and can be found in the IMPORTANT INFORMATION section of the CreditCheckTotal Home Page, as well as in the PAYMENT INFORMATION before you submit your secure order. We will send you an email confirmation reflecting your membership price for your initial order and any additional add-on product(s) you opt to purchase. You may cancel at any time; however, you will not be eligible for a refund of your membership fees.

How do I cancel my membership?
To cancel, please contact Customer Care at 1-877-284-7942.

Ordering and Billing

Will ordering my credit report hurt my score?
No. Pulling your own credit report is referred to as a "soft inquiry". Soft inquiries don’t impact your credit and don't appear on your credit report.

A "hard inquiry" appears on your credit report when a company reviews your credit as part of an application. Having too many hard inquiries could suggest that you’re overextending yourself and therefore, could potentially lower your score.

Is this 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.

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

Do I have to pay a sales tax when ordering my credit report?
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. A Sales tax may be included on membership orders and any additional reports and scores that you purchase, such as your 3-Bureau Report and FICO® Scores.

The address you provided during the order process is used to determine whether a sales tax applies to your order(s), and if so, at what rate. Since sales tax rates may change over time, you may 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. You can easily update your address information any time from the Personal Information page. You may also contact our Customer Care Team at 1-877-284-7942 for address changes.

Can I get my credit report by mail?
Unfortunately, we cannot provide credit reports by mail at this time.

I don't have a credit card. Can I still purchase an online credit report?
Currently, we only accept credit card payments. Unfortunately, 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 and is punishable by a fine and/or imprisonment.

Credit Reports

What is a credit report?
A credit report is a snapshot of your experience with credit-related accounts. Aside from some basic personal information, such as your name and address to help identify your report, there are three main types of information on your credit report:

  • Public Records:
    Court-related information, including bankruptcies, state and county court records, tax liens, monetary judgments, and in some states, overdue child-support payments.
  • Credit Inquiries:
    Names of businesses or individuals that have obtained a copy of your credit report, including lenders, landlords and employers.
  • Accounts:
    Payment history on all your Real Estate, Installment, and Revolving Credit Accounts.

Which Credit Bureau's report do you provide?
Your CreditCheckTotal membership provides you with daily access to your Experian Credit Report.

You can also see your Equifax® and TransUnion® Credit Reports and FICO® Scores by viewing a 3-Bureau Report & FICO Scores.

Do I have to pay a sales tax when ordering my credit report?
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. A Sales tax may be included on membership orders and any additional reports and scores that you purchase.

The address you provided during the order process is used to determine whether a sales tax applies to your order(s), and if so, at what rate. Since sales tax rates may change over time, you may 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. You can easily update your address information any time from the Personal Information page. You may also contact our Customer Care Team at 1-877-284-7942 for address changes.

How do I refresh my Credit Report?
As an CreditCheckTotal member, every time you sign in, your Experian Credit Report is automatically updated. No need to do anything. And best of all, this member exclusive feature is available to all CreditCheckTotal members at no additional charge.

How long is my credit report available?
To protect your privacy, we only keep copies of your credit report for 180 days. This is the same for both an Experian Credit Report and a 3-Bureau Credit Report.

If you need to keep a copy of your credit report for longer than 180 days, you can simply print out the report.

What should I do if there's a mistake on my credit report?
If you see something that is incorrect on your credit report and want it corrected, you have two options available to you. You can either contact the company reporting the incorrect information or you can file a dispute with the applicable credit bureau. More information on filing disputes is available under the Protection
tab.

What should I do if there's something on my credit report that is hurting my FICO® Score?
While we do offer a great deal of credit-related education throughout the website, we are unable to provide any direct advice on how to improve credit or scores.

In 1996, Congress passed the Credit Repair Organizations Act (CROA) that prohibits many organizations from offering "credit advice".

Learn more

Why isn’t the information on my 3-Bureau Report consistent across all three bureaus?
The three national credit bureaus do not share information with each other, so if a creditor only sends information to one or two of the bureaus, or only pulls an inquiry from one bureau, then the information won't appear on all three reports.

The three bureaus also have different formats for the way they collect and store data, so sometimes information for the same account may appear differently from one credit report to another. This is why FICO® Scores are sometimes different from one bureau to the next.

We recommend reviewing your 3-Bureau Report and FICO® Scores quarterly.

Will my spouse's name and information appear on my report?
There is no such thing as a "joint" credit report. Every credit report is specific to the individual. However, if you and your spouse are listed on an account (as co-owners of the account or as authorized users), that account will appear on both of your credit reports.

How do I get my free Annual Credit Report?
Federal law allows you to get one free credit report from each of the three national credit reporting companies (the Experian® Bureau, Equifax®, and TransUnion®) once every 12 months through a central source. The credit reports available for purchase or otherwise offered by Experian Consumer Services differ from the credit reports available from the three national credit reporting companies. To request a free copy of your credit report from one of the nationwide credit reporting companies, as required by federal law, you can go to www.annualcreditreport.com, call 877-322-8228, or download and complete the Annual Credit Report Request Form and mail it to: Annual Credit Report Request Service, P.O. Box 105281, Atlanta, GA 30348-5281.

Experian Consumer Services is an affiliate of the Experian Bureau. Our products and services, which may include a credit report from any of the three national credit reporting companies, are not related to the free credit report provided by each of the national credit reporting companies.

FICO® Scores

What is a FICO® Score?
A FICO® Score is a number based on the positive and negative information in your credit report(s). Paying your bills on time and using your credit responsibly can build a positive history, while paying bills late and being irresponsible with your credit can build a negative history.

CreditCheckTotal uses the standard FICO® Score calculation model to generate scores.

What is the difference between the PLUS® Score and the FICO® Score?
The PLUS Score was developed by Experian Decision Analytics, the credit score-developing business owned by Experian. FICO® scores are developed by the Fair, Isaac Corporation which specializes in developing credit-scoring systems for lenders and other businesses.

Why did my Experian score go down although there was no negative change in my credit standing?
Your Score may have changed because we now use a new credit-scoring model—the FICO® Score powered by Experian. Because it is calculated differently, your Score may now look different. However, because FICO® Scores are used in 90% of credit decisions, you can see how your credit may look to lenders and plan ahead.

How often do you update my FICO® Score(s)?
You receive your first FICO® Score powered by Experian when you sign up for your CreditCheckTotal membership. After that, we'll update your Score twice a month. You do have the option of receiving FICO® Score alerts if, or when your score changes prior to receiving your two monthly updates. Click here to edit your score alert settings.

Your latest score can also be viewed in your Score page, which contains other information pertaining to your Score(s).

How long is my Score available for viewing?
Your Score is available until the next time it’s updated.

Which credit bureau report is my FICO® Score based on?
As part of your membership, CreditCheckTotal uses your Experian Credit Report to calculate your FICO® Score powered by Experian. For an additional one-time fee, you can also see your Equifax and TransUnion Credit Reports and applicable FICO® Scores when you order your 3-Bureau Report & FICO® Scores.

We recommend reviewing your 3-Bureau Report & FICO® Scores quarterly.

Why is my FICO® Score different from previous credit scores obtained elsewhere?
It’s virtually impossible for credit score sources to provide identical score information for a few reasons—lenders use their own customized calculations; the three national credit bureaus offer different calculations; and there are multiple "FICO®" Score calculations. In fact, it’s estimated that there are over 1,000 different credit scores currently in use.

Why is my FICO® Score different from each of the three bureaus?
The three national credit bureaus do not share information with one another. This means if a creditor only sends information to one or two of the credit bureaus, or only pulls an inquiry from one bureau, the activity won't appear on all three bureaus. The three bureaus also have different formats for the way they collect and store data, so information for the same account may appear differently from one credit report to another. This is why FICO® Scores are sometimes different from one bureau to the next.

For an additional one-time fee, you can order your 3-Bureau Report & FICO® Scores. We recommend reviewing your 3-Bureau Report & FICO® Scores quarterly.

I didn’t receive a credit score. Why?
We use a new credit-scoring model—the FICO® Score powered by Experian. The FICO Scores are comparable to what lenders see when determining if you qualify for loan financing. However, as a result of our new scoring model, some users may not meet the scoring criteria necessary to generate a FICO® Score.

In order for a new FICO® Score to be calculated:

  • Your credit report must contain at least one account that has been open for 6 months.
  • Your credit report must contain at least one account that has been reported to the credit bureau within the past 6 months.
  • A creditor/lender must not currently have you reported as being deceased.
Unfortunately, if your credit report doesn’t meet these minimum requirements, we won’t be able to generate a FICO® Score for you.

For additional information about your credit score, please contact Customer Care at 1-877-284-7942.

What can I do to get my FICO® Score?
Since your FICO® Score could not be generated at this time, we recommend:

  1. Checking your Credit Report to ensure all the information reported to the bureau(s) is correct.
    >>VIEW MY CREDIT REPORT
  2. Finding out why your FICO® Score is not available and what you can do to get it.
    >> LEARN MORE
  3. Calling Customer Care if you have additional questions.
    >> Call 1-877-284-7942
Meanwhile, we will continue to monitor your credit report and alert you to key changes, including when your FICO® Score powered by Experian is available.

I purchased a 3-Bureau Report & Scores, but I don’t see my scores.
We’re sorry you didn’t receive your scores. If your scores weren’t generated, we may not have had enough credit information from your 3-Bureau Credit Report to generate FICO® Scores.

In order for a new FICO® Score to be calculated:

  • Your credit report must contain at least one account that has been open for 6 months.
  • Your credit report must contain at least one account that has been reported to the credit bureau within the past 6 months.
  • A creditor/lender must not currently have you reported as being deceased.
Unfortunately, if your 3-Bureau Credit Report doesn’t meet these minimum requirements, we won’t be able to generate FICO® Scores for you.

For additional information about your credit score, please contact Customer Care at 1-877-284-7942.

I purchased my Experian Credit Report & FICO® Score, but I didn’t get my score.
We’re sorry you didn’t receive your score. If your score wasn’t generated, we may not have had enough credit information from your Experian Credit Report to generate a FICO® Score.

In order for a new FICO® Score to be calculated:

  • Your credit report must contain at least one account that has been open for 6 months.
  • Your credit report must contain at least one account that has been reported to the credit bureau within the past 6 months.
  • A creditor/lender must not currently have you reported as being deceased.
Unfortunately, if your Experian Credit Report does not meet these minimum requirements, we won’t be able to generate a FICO® Score for you.

For additional information about your credit score, please contact Customer Care at 1-877-284-7942.

How can I improve my FICO® Score(s)?
While we offer a great deal of credit education on our website, we are unable to provide direct advice on how to improve credit or scores.

In 1996, Congress passed the Credit Repair Organizations Act (CROA) that prohibits many organizations from offering "credit advice".

>>Learn More

CardSafe™

What is CardSafe?
CardSafe is a card registry product that helps you quickly recover from the loss of credit or debit cards if your wallet or purse is lost or stolen.

Using the information available in your credit report, and any additional information you provide, CardSafe keeps a registry of all your credit cards. When you inform us that your wallet or purse has been lost or stolen, instead of you calling dozens of companies to cancel cards and order new ones, CardSafe will do it for you.

How much does CardSafe cost?
There is no additional cost for CardSafe; it’s included with your CreditCheckTotal membership.

What should I do if my credit cards are lost or stolen?
If your credit cards are lost or stolen, please contact CardSafe immediately at 1-877-284-7942
to speak with a Fraud Resolution representative who will be happy to assist you.

Can I add, edit or delete cards in my card registry?
Yes. You may add, edit, and delete cards on the Card Details page. If you want to add a new card, complete the blank fields and save your changes. You may edit a card by clicking the edit link next to the card; and delete a card by checking the delete box next to the card and save your changes.

Why aren't my credit cards listed on my Card Details page?
If your credit cards are lost or stolen, we will pull a fresh credit report while on the phone with you to make sure we have the most up-to-date information.

The Card Details page is also your online place to add any ATM or Debit Cards that wouldn't appear on your credit report.

What is the CardSafe Guarantee?
CardSafe offers you guaranteed registration for your credit, charge, Debit, and ATM cards. As a CardSafe member, if your cards are lost or stolen, we will guarantee reimbursement for unauthorized charges made after you've reported your registered lost or stolen cards to CardSafe, 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 Fraud Resolution Representative and they will walk you through the claims process.

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.

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.

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 1-479-573-7316
to speak with a Fraud Resolution Representative who will be happy to assist you.

ChildSecure™

What is ChildSecure™?
ChildSecure is an identity monitoring product for your children. Upon enrolling your children in ChildSecure, we will monitor the Experian Credit Database for any suspicious records and alert you if someone applies for credit accounts using your child’s personal information.

How much does ChildSecure cost?
There is no additional cost for ChildSecure; it’s included with your CreditCheckTotal membership.

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 to us proving that you are the parent or legal guardian of the child. Once we verify that you are the parent or guardian, you will be able to obtain a paper copy of your child's information in the mail.

Membership

How does the "Your Best Action" feature on the FICO® Score Simulator work
Based on your current credit situation,“Your Best Action” shows you the best possible action you can take to see the biggest increase in your FICO® Score.

Troubleshooting

I forgot my Username and Password
Please click here to reset your username and password online. To verify your identity, we will ask you a few questions based on information you provided when you established your membership. After you’ve verified your identity, you will be able to reset your information.

You can call us at 1-877-284-7942, if you need additional assistance.

I tried to order my credit report and FICO® Score, but I got an error message saying I would receive a letter in the mail with an access code. What does this mean?
We take your privacy and security seriously. If you received an error message, it’s 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, simply sign in to the website and provide that code to access your report.

If you no longer live at the address to where we sent the letter, your information is still secure. The person living at your old address would need to know the username and password you created to log into the website.

You can also call us at 1-877-284-7942 and we'll try to validate your identity over the phone.

My order didn't go through. What happened?
We're sorry you were unable to complete the order process. Most orders process in just a few seconds, but for various reasons, some orders aren’t completed right away. There are two possible reasons why your order didn’t process:

- We are unable to confirm your identity. We take your security and privacy seriously, and need to verify your identity 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 credit; people who don't use credit very often; or people who’ve spent years out of the country.

If you need assistance with placing your order, please call our Customer Care Team at 1-877-284-7942.

Free Credit Report

I ordered my free credit report and am no longer able to sign in and view it – I am receiving an invalid credentials message.
We recently enhanced our Experian Credit Report and do not provide access to the older versions. You could reorder your very latest free credit report by clicking here. We apologize for any inconvenience.