FREQUENTLY ASKED QUESTIONS

Billing

Subscription Cost

Cancellation and Refund Policy

General Questions

Manage Cards / Documents

Personal Convenience

Emergency and Protection

Web Functions

Privacy and Security

Billing and Enrollment

Subscription Cost

  • Q. Where can I find my InfoProtector Plus subscription fee?

    The cost of your InfoProtector Plus subscription can be found in your Welcome Letter. For your protection and convenience, your subscription fees plus applicable taxes will be charged to the account you provided when enrolling in InfoProtector Plus.

    * Applicable taxes are GST(5%), ON HST(13%), NB, NL, NS, PEI HST(15%), QC QST(9.975%). Tax rates are subject to change by the applicable regulatory authority. Sigma Loyalty Group Inc. GST/HST # is 762348522 RT0001, QST # is 1224069720-TQ0001.

  • Q. How are your services billed?

    All services are conveniently billed directly to the payment account to which your InfoProtector Plus subscription is charged.

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Cancellation and Refund Policy

  • Q. How do I cancel the service?

    If you are not completely satisfied with your subscription you may cancel at any time. Your cancellation will be effective as of the last day of the billing cycle or 30 days after the notification is received, whichever is earlier. Please contact us if you wish to cancel your service.

  • Q: What is your refund policy?

    If you are not completely satisfied with your subscription you may cancel anytime and all future charges after the effective date of cancellation will be stopped and no refunds will be issued.

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General Questions

Manage Cards / Documents

  • Q. Do I have to register my cards to benefit from this service?

    No.

  • Q. Who is covered by my subscription?

    All cards belonging to you, your spouse and dependent children under 21, living either at home or away as full-time students, can be registered. They are covered at no extra cost even if their account numbers are different from yours.

  • Q. How do I access Credit Monitoring?

    When you call InfoProtector Plus to report your cards lost or stolen, you are eligible to enroll in a six-month subscription to credit monitoring at no additional cost to you.

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  • Q. What is Online Data Backup, and how does it work?

    Online Data Backup is an easy to use online computer backup software which is designed to regularly monitor your selected files, backing them up whenever they change. The service is also useful to access your files anywhere online, or share files with friends and family.

  • Q. What is the purpose of my username and password for Online Data Backup? Can it be the same one used for InfoProtector Plus ?

    The purpose of a username and password is to register for Online Data Backup. You can use the same username however we suggest you set up a different password for extra security. Please be sure that you are the only person allowed to access your username and password.

  • Q. Will Online Date Backup slow down my computer?

    Online Data Backup was designed to backup your files without slowing down your computer. When you pause or your computer is inactive, it will be checking your system and backing up your files.

  • Q. How do I know if I’m at my limit?

    You can view the amount of storage used by logging into www.onlinedatabackup.ca and clicking on “Status” and then clicking on the "Account Summary" tab. Plus, for your convenience, you will receive e-mail notifications once you’re at 80%, 90% and 100% usage of the free 75GB provided as part of your InfoProtector Plus subscription.

  • Q. How can I minimize storage usage?

    Here are some helpful tips to minimize your storage capacity:

    • Reduce the image size and resolution of the image if you are storing pictures
    • Select only key documents or folders
    • Zip large documents
  • Q. How secure is my backed up data?

    The data backed up through your computer is kept in a data center on servers with the highest military grade 448–bit encryption. You are the only person authorized to access your data, using the username and password you created.

  • Q. Does Online Data Backup have AdWare, Spyware or anything to harm my computer?

    No.

  • Q. What computer operating systems is Online Data Backup supported on?

    Online Data Backup is supported by Windows XP and above as well as Mac OS X Leopard 10.5.7 and above.

  • Q. Can I cancel my Online Data Backup feature?

    To cancel your Online Data Backup feature simply select the deactivate option in the “Online Data Backup” section of the InfoProtector Plus website. Cancelling your Online Data Backup feature does not cancel your InfoProtector Plus subscription, so you will still have access to all the other convenient benefits available in your subscription.

  • Q. How do I remove files from the Online Data Backup servers?

    To remove files from the Online Data Backup server:

    • Log on to www.onlinedatabackup.ca using your User ID and Password
    • Click on 'Status' in the top navigation and click on ‘Systems’. You will be presented with a list of your systems
    • Click on '+’ next to the system you wish to delete data for
    • Click 'My Files'
    • Locate and select the folder(s)/file(s) you wish to delete by clicking on the box beside the name(s)
    • Click on the ‘x’ icon to delete the selected folder(s)/file(s)
    • Click “Yes” in the delete confirmation dialog box that appears
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    Personal Convenience

  • Q. How do I submit a reimbursement request?

    Simply log in to your InfoProtector Plus account and submit your request for reimbursement along with any accompanying documentation. Alternatively, you can contact us to request a reimbursement form be mailed to you. Please be sure to complete and return the reimbursement form to InfoProtector Plus along with any accompanying documentation for processing.

  • Q. How do I receive my reimbursement?

    Once your request for reimbursement has been processed and approved a cheque will be mailed to your address on file. Please allow 15-30 business days for processing.

  • Q. Can I carry over any unused reimbursements amounts to the next period?

    No. Each reimbursement has a maximum annual reimbursement limit that cannot be carried over to the next period

  • Q. When does my annual reimbursement limit re-set?

    Your annual reimbursement limit is re-set on the annual anniversary of your subscription date, as indicated in your InfoProtector Plus Welcome Letter.

  • Q. What is considered valid “Proof of Purchase”?

    We will accept any proof of payment that displays your name, the date, details of the cost incurred and the payment method*. The “proof of payment” as well as eligibility requirements required will vary and will be clearly indicated in the reimbursement page or form.

    * For security purposes, we only require the first 6 and the last 4 digits of your account number for validation; please do not upload any documents containing your full payment account number.

  • Q. Do I have to submit my request online?

    While we recommend submitting your reimbursement request online to allow us to start processing your request sooner, you can call in to InfoProtector Plus customer service centre to request a reimbursement form be mailed to you instead.

  • Q. How much can I request for reimbursement?

    Each reimbursement type has a maximum annual limit per subscription year. You may submit as many requests as you would like until the annual maximum is reached in each reimbursement category.

  • Q. What is the Travel Voicemail service?

    The Travel Voicemail service provides a way for you to communicate with friends and family while travelling through a voicemail account that can be accessed toll-free* within Canada and the United States. For additional details or to set up your Travel Voicemail account, please contact us.

    * Carrier charges or other network access charges may apply.

  • Q. What kind of information do I have access to through the Pre-Trip Travel Information service?

    The Pre-Trip Travel Information service is designed to provide you with information such as vaccination or visa requirements, weather forecasts, destination information and more. For additional assistance, please contact us.

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    Emergency and Protection

  • Q. How do I request Emergency Cash or Emergency Airline Tickets?

    If you have reported your cards lost or stolen to InfoProtector Plus , our agent will ask if you require Emergency Travel Cash or Replacement Airline tickets. As long as you are at least 160 KM from home we will arrange for an Emergency Cash wire up to $1,000 or for Emergency Tickets to be made available to you at the nearest airport. Requests must be made within 24 hours of reporting your cards lost or stolen. Amounts provided under these services will be billed to a credit card that you specify 30 days after your initial request. Your account must be in good standing to take advantage of this benefit. Emergency Funds cannot be sent to the following countries: Burma/Myanmar, Cuba, Iran. This list is subject to change as our third-party providers may periodically change the destinations where they are able to transfer funds. Speak with our customer service representative for confirmation.

  • Q. What is the Emergency Message Relay service?

    If you have an emergency and need to get in contact with someone, call us toll free and give us the names of up to three people you need to contact anywhere in Canada. We will make up to three attempts to reach them and pass along your message.

  • Q. What is Internet Personal Information Patrol (iPiP)?

    Internet Personal Information Patrol (iPiP) monitors the Internet’s public domain in search of your registered data twenty-four hours a day. If a match of your registered data is found, you can elect to be notified through an email alert. If you do not elect to receive an email alert, you can still access your search results by logging in to your InfoProtector Plus online account at any time. iPiP helps protect your privacy from prying eyes online, helping to prevent fraudulent or malicious use of your sensitive data online!

  • Q. How do I set up Internet Personal Information Patrol searches?

    Internet Personal Information Patrol is very simple to operate. Simply log in to your InfoProtector Plus online account and access the iPiP section on the Dashboard to set up new searches, or view your existing search results. For your convenience, you have the ability register your card data for iPiP search at the same time you are registering your cards. You may also access the iPiP section directly to add additional card information or items of interest to be searched online.

  • Q. What would cause an Internet Personal Information Patrol alert to go out?

    Email alerts are meant to bring your attention to information you have registered for iPiP to search being found publicly available online. If you opted to receive email alerts, you would receive an email alert if a match is found of any registered information on the Internet’s public domain.

  • Q. How long does it take to receive an alert?

    Email alerts are emailed every business day regarding activities occurring the previous business day. Alternatively you may log in to your InfoProtector Plus online account at any time to view your search results.

  • Q. What do I do if my registered information appears on the internet?

    Email alerts sent to you will have a link to the host site where your registered information has appeared. It is your responsibility to contact the web host/master if you have concerns or questions relating to the use of your registered data. If the e-mail alert references activity that you find harmless, you can delete the alert.

  • Q. Are my Internet Personal Information Patrol searches secure?

    Internet Personal Information Patrol limits the exposure of your full credit card number by searching for credit card information using only the first 6 and last 4 digits of your card account number.

  • Q. How do I activate the Rebound stickers?

    Simply log in to your InfoProtector Plus online account, access the Rebound page and access the ‘Activate Rebound Label’ box. From there you will be prompted to enter the unique ‘Tracking Number’ on your Rebound sticker to activate your protection. Alternatively, you may contact us to have a InfoProtector Plus agent activate your Rebound stickers on your behalf.

  • Q. How do I request additional Rebound stickers?

    Simply log in to your InfoProtector Plus online account, access the Rebound page and access the ‘Request Rebound Labels’ box. From there you will be able to complete the request to receive Rebound protection for even more of your valuable items! Alternatively, you may contact us to request directly from a InfoProtector Plus agent.

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    Web Functions

  • Q. What should I do if I have forgotten my password?

    Please click ‘Forgot Password’ and fill in the form. We will then send you an e-mail containing information on how to reset your password.

  • Q. What should I do if I have forgotten my InfoProtector Plus Username?

    Please contact us.

  • Q. How can I change my profile information?

    In order to change your profile information, follow these steps:

    • Login Here
    • Enter your Username and Password
    • Click on "Profile"
    • Modify the information in your profile by clicking on the "Edit" button
    • Click "Save" to update and save your changes.
  • Q. What do I do if I get a new email address?

    In order to change your email address, follow these steps:

    • Login Here
    • Enter your Username and Password
    • Click on "Profile"
    • Modify the information in your profile by clicking on the “Edit” button
    • Click "Save" to update and save your changes.
    To ensure uninterrupted servicing, be sure to update InfoProtector Plus right away if you change your email address. Without an accurate email address, you will miss out on some of InfoProtector Plus ’s valuable features!
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Privacy and Security

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