While this long-time subscriber—almost 20 years—understands that the recent social security numbers hack has caused incredible pressure among Aura/Identity Guard customer care departments, the lack of responsiveness or available avenues for customers to obtain updated infomation is shocking. The app on both my iPhone and iPad are locked out for no particular reason. Access to the website homepage sends the person to the available plans for new subscribers. Login is nonexistent. Phone calls leave the caller on hold for hours (yes hours) and the call back option leads to no returned call. A subreddit post confirms the problems with Identity Guard are widespread and getting worse. You owe customers a refund and answers.
Developer Response
Hi, we're sorry to hear that and we would love to take a look at the issue. Please reach out to our customer support team at 1-833-552-2123 or email us at app-support@aura.com.This has been the worst experience! Not only did LifeLock (who I no longer even have a membership with) alert me about my information being on the dark web before Identity Guard, I had to call Identity Guard and the representative couldn't even tell on her end that my information has been breached. Did I mention that I have the highest service plan for my family that they offer? It's been so bad that it's almost unbelievable. Days after my notification from LifeLock I finally got an email from Identity Guard. The email basically told me what I needed to do on my own. I have literally called them a dozen times in the past week and multiple times I left my information for a callback, per their auto instructions. Also tried holding and was disconnected after holding for over an hour. It is not horrible service - it's NO SERVICE!!!!!
Developer Response
Hello, We understand this can be frustrating. We are working towards making this better. We had a breach reported to over 9.2 Billion people, this caused an overload of call volumes.
We have updated our systems to ensure this doesn't happen again.I can not change my credit card info or update my credit card info on this application I guess you just like taking my money and give pore services in return I got this app to make things easier and simpler and not wasting time on using the browser, sharing my personal data on the internet with known and unknown third-parties sites and tech savvy hackers too.
Developer Response
Sorry for the trouble you are experiencing with our app. For further assistance, please call us at +18335522123Great app but it has too many changes with features! And sometimes is confusing not to user friendly. Also the antivirus does not explain the Anti lock system how it works.
The info on the website does not translate to the app . They don’t seem to be in sync and the app looks very underdeveloped . It shows you alerts when you click on the alert instead of taking you to the specific alert it shows you the entire 30 days and then you are fishing to find . This app is very generic and doesn’t have a quality field in match to the service they are offering .
Developer Response
Hi, we are always looking to improve the experience for our users, and really appreciate the feedback. If there is anything specific we can look into, please contact us at +18554437748 or email us at app-support@aura.comThere is peace of mind knowing ID Guard has myself and family’s back. It’s so important to have thorough protection like ID Guard provides in this day and age. We originally tried another protection service and was not getting the security we wanted. Found Identity Guard and so happy we did!
Developer Response
We're glad you are enjoying the service. Thanks for your feedback.
I’ve had Identity Guard for years, but not the app. Once I installed the app on my phone I could no longer access my account on my computer. The phone app is very poor and didn’t show the features I could view on my computer. It never was able to show my credit score like my computer did, and eventually I had to cancel. The app ruined my ability to use Identity Guard.
Developer Response
Hi, we are always looking to improve the experience for our users, and really appreciate the feedback. If there is anything specific we can look into, please contact us at +18554437748 or email us at app-support@aura.comI have had identity guard for 10+ years.
Receive immediate notification of any activity, full service seamless monitoring. I have full confidence in this company, customer service when needed is exceptional
Developer Response
Hi, thank you for the great review! We are pleased to be providing you with peace of mind every day.I subscribed to Identity Guard a couple of years ago and canceled because my credit cards offered protection and a credit score from the bureau whom they ran their credit checks through. At that time I felt that Identity Guard was not offering to be of good value.
Now I have a son in college whom needs a protection plan that not only offers all 3 credit bureaus with the scores. The app also teaches in some areas which will serve Jake well. I.G. has revamped their app since the last use. We compared them to other companies (apples to apples if you will) and they offer the most for the best price. I have the family plan and I am very pleased with it so far and I haven’t even used all they have to offer as of yet.
Developer Response
We're glad you are enjoying the app. That's exactly what we are going for.
I have had their service for over 2 years. Anytime there is activity regarding any of my monitored information I received a notification immediately!
Recently went through getting a credit check done for a home loan and received notifications via the App and email within minutes of the check.
Will definitely continue to use their services.
Developer Response
Hi, thank you for the great review! We are pleased to be providing you with peace of mind every day.
Aloha.boy
MSJTJB
not2dum
Olgui64
Mark Blaze
Princess DebV
ID Guard no more
Superb company
Big Bald Guy @ FL
Douglas in Irving
