We send a login alert when we notice a sign-in to your ClearScore account. If you receive an unrecognised login alert, this article explains how to check whether it was you and what to do if it wasn't. If you think someone has gained access to your accounts (sometimes called an account takeover), the steps below will help you secure them.
If it was you
The location may look unfamiliar, but it could still be you. The location in a login alert is based on your IP address, which isn't always accurate. That means an unrecognised login alert doesn't always mean someone else has been in your account.
Common reasons the location can look wrong include:
-
Using a VPN. A VPN routes your connection through a server in another town, region or country, so the alert may show a location far from where you actually are.
- Your internet provider changing your IP address. Providers sometimes switch the IP address assigned to your connection, which can make it look like you're logging in from somewhere completely different.
If you accessed your account around the time mentioned in the email, the login was most likely legitimate. As long as you recognise the login time and know it was you, there's nothing to worry about.
If you ever see something you don't recognise, contact us straight away and we'll look into it for you.
If it wasn't you
If you don't recognise the login time and think someone else may have access to your email address or other accounts, take these steps to protect yourself from an account takeover.
1. Change your passwords
Start with your email account, then update the passwords for any other services you use. Choose a strong, unique password for each account.
2. Turn on two-factor authentication (2FA)
Most email providers and online services offer 2FA. It adds an extra layer of protection by asking for a second form of verification when you log in.
3. Review your account activity
Check the activity logs in your email and social media accounts. Revoke access for any devices or third-party apps you don't recognise.
4. Monitor device access in ClearScore
If you create a new ClearScore account in the future, you can view and manage logged-in devices in the Manage Devices section. You can end any sessions you don't recognise to log those devices out.
5. Use ClearScore Protect
This free tool can help you check whether your email address or passwords have been exposed in known data breaches. Find out more about ClearScore Protect in our help centre.
6. Consider Cifas Protective Registration
You can add Protective Registration to your credit file for £30. It alerts lenders to take extra precautions if someone tries to apply for credit in your name, and it lasts for 2 years.
7. Stay informed
Take a few minutes to read The Little Book of Big Scams. It's full of practical tips to help you spot and avoid fraud.
Check your credit reports
After an unrecognised login or suspected account takeover, it's a good idea to review your credit reports. You're entitled to a free statutory credit report from each of the UK's credit reference agencies:
We recommend checking all 3. Not all lenders report to every agency, and some only report to 1 or 2, so reviewing each report gives you the most complete picture.
This can help you spot unfamiliar accounts or credit applications (known as "hard searches") that may indicate fraud. If you see anything suspicious, it's best to contact the company listed directly to find out more.
Rejoining ClearScore
Once you're confident your email account is secure, you're welcome to create a new ClearScore account. This lets you monitor your Equifax credit report regularly and stay on top of any changes.