Frequently Asked Questions

How do I take advantage of the discount if I am an existing member?
As an existing LifeLock member, you must enroll through the benefits program in order to receive the special pricing. You will automatically be upgraded or downgraded to the coverage level elected through the benefits program. If you have dependents on your existing account, be sure to add them to your new benefits membership. Additionally you can add any new dependents and they will become effective on your benefit effective date.

You do not need to cancel your existing membership. As an existing LifeLock member, your account will simply transition to a benefits membership on your benefit effective date. This will occur automatically in most circumstances. You will receive a refund from LifeLock for any remaining balance on your existing membership. The refund will be refunded directly to the credit card on file within 30 days of your benefit effective date.

I forgot my password for the enrollment site. Is this the same as the password for LifeLock.com?
The password used for the enrollment site may be different than what you use to access LifeLock.com. In order to reset your enrollment site password, click on ‘Log In,’ and then ‘Need Help Logging In? Click Here.’ To reset your LifeLock.com Member Portal password, you will need to contact LifeLock Member Services at 800-607-9174.
How can I change my LifeLock service?
After you have enrolled with LifeLock Benefit Solutions, you can simply login to make changes to your membership. Please contact your group administrator to verify if changes can be made any time during the year.
Is my adult dependent eligible for protection?
Under the LifeLock Benefit Solutions membership, your adult dependent is eligible up to age 26. For any dependent 18 to 26, they will receive the same level of protection as the primary member.
I started my enrollment, but the enrollment timed out. How do I finish applying?
Once you complete step one of the enrollment, your enrollment information is saved into the system. You can finish your enrollment by clicking on ‘Log In.’ From here, you will enter your email address and the password you created in step one. Once you are logged in, the enrollment will direct you to pick up where you left off.
How do I add or remove dependents?
After you have enrolled with LifeLock Benefit Solutions, you can simply login to make changes to your membership. Please contact your group administrator to verify if changes can be made any time during the year.
Where can I go to update my personal information, such as name, address, email address and phone number?
After you are enrolled with LifeLock, you can only make changes to your personal information by contacting LifeLock directly. Certain changes can be made by accessing your LifeLock.com member portal, while other changes require you to speak to a LifeLock Member Services representative at 800-607-9174.
What will I receive when my membership becomes active?
For new LifeLock members, you will receive a series of emails from LifeLock on your benefit effective date. Additionally, you will receive welcome emails for each of your dependents. Adult dependents should login to LifeLock.com and update the email address and phone number to their own contact information. Minor dependents will simply be included on the login for the primary member.

In most circumstances, existing LifeLock members will not receive welcome information, and will continue to use the same login information that they had used in the past.

I wish to terminate my LifeLock membership. Who do I contact?

In most instances, you will need to contact your group administrator as this change affects billing. You can also contact Excelsior Enrollment Support at [email protected] to request the termination.