FREQUENTLY ASKED QUESTIONS

For full details, please see Identity Watch Elite subscription Terms and Conditions.

Subscription Cost

Cancellation and Refund Policy

General Questions

Registered Card(s) / Document(s)

Personal Convenience

Travel and Protection Services

Web Functions

Privacy and Security

Subscription Cost

  • Q. Where can I find my Identity Watch Elite subscription fee?

    The cost of your Identity Watch Elite 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 you enroll in Identity Watch Elite.

  • Q. How are the services for Identity Watch Elite charged?

    All subscription fees will be charged in advance monthly to the payment account with which you registered for Identity Watch Elite. To ensure uninterrupted service, your subscription will automatically renew until you cancel. Your credit card will be charged at the current rate on the renewal date.

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Cancellation and Refund Policy

  • Q. How do I cancel my Identity Watch Elite service?

    Cancellation by You: If you are not completely satisfied with your subscription you may cancel at any time by toll-free telephone to (1-800-263-1020) or fax (905-735-2644).
    Cancellation by Us: Your subscription may be cancelled by us if your account is not in good standing or if the fees are not paid, or if you or your eligible family members are found to be engaging in fraud or otherwise misusing the program benefits. We reserve the right to terminate subscriptions for any reason on 30 days prior written notice.

  • Q: What is the refund policy for Identity Watch Elite?

    If you are not completely satisfied with your subscription you may cancel anytime. If you cancel within thirty (30) days of your enrolment date, Canadian Tire Bank will refund your paid subscription fees in full. If you cancel after the initial thirty (30) days, cancellation will be effective as of the last day of the current billing cycle or thirty (30) days after cancellation notification is received, whichever is earlier. If you cancel you are responsible for any fees or charges incurred as a result of the services offered through an internet provider or any third party service provider.

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General Questions

Registered Card(s) / Document(s)

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Personal Convenience

  • Q. How do I submit a reimbursement request for the computer tune up or sale price guarantee?

    Start by logging onto your Identity Watch Elite account at www.identitywatchelite.ca using your username and password. From there, submit your request for either the Computer Maintenance reimbursement or Sale Price Guarantee reimbursement along with any accompanying documentation (see next question for more details). Alternatively, you can contact us to request a reimbursement form to be mailed to you. Please be sure to complete and return the reimbursement form to Identity Watch Elite along with any accompanying documentation for processing. This reimbursement form can also be found enclosed in the Welcome Package you will receive upon becoming a Subscriber.

  • Q. How do I receive a 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 for each reimbursement. If there are multiple reimbursements, separate cheques will be mailed.

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

    Unfortunately, you are not able to carry over unused reimbursements. Each reimbursement has a maximum annual reimbursement limit that cannot be carried over to the next period. A beginning of the “period” is when you become a member of Identity Watch Elite and the end of this “period” is 12 months from this date.

  • Q. When does my annual reimbursement limit renew?

    As a Subscriber, your annual reimbursement limit is renewed on the 12 month anniversary of your subscription date, as indicated in your Identity Watch Elite Welcome Letter.

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

    We will accept a receipt or invoice that displays the date, details of the cost incurred and the payment method you used at the time of purchase*. For reimbursement eligibility on specific program Terms and Conditions apply.

    * For security purposes, please do not upload any documents with the reimbursement form containing your full payment credit card number.

  • Q. How do I submit my reimbursement request?

    While we recommend you submit your reimbursement request online to allow us to start processing your request as soon as possible, you can call in to the Identity Watch Elite customer service centre to request that a reimbursement form be mailed to you, or you can fill out the reimbursement form that is included in the Welcome Package you will receive upon becoming a Subscriber.

  • Q. How much can I request for reimbursement?

    Each reimbursement type has a maximum annual limit per subscription year. For the Sale Price Guarantee Reimbursement, you are eligible to receive up to $200 dollars, inclusive of taxes for any one event, up to a maximum of $400 per subscription year.

    For a Computer Maintenance Reimbursement, you are eligible to be reimbursed up to $75 dollars, inclusive of taxes per subscription year. Please refer to the Reimbursements web page for your annual reimbursement claim allowance.

  • Q. What is the Travel Voicemail service?

    The Travel Voice Mail service provides a way for you to communicate with friends and family while travelling through a voice mail box that can be accessed toll-free* within Canada. Subscribers receive a voice mail box for a maximum period of 30 days per subscription year with a maximum storage capacity of 30 minutes.

    * Carrier charges or other network access charges may apply. See Terms and Conditions.

  • 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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Travel and Protection Services

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

    If ever you or your eligible family member‘s credit or registered debit card(s) is lost or stolen while travelling, the Identity Watch Elite program offers a service that can wire you up to $1000 in emergency funds and/or provide emergency airline tickets to you or your family member’s home city. You or your family member(s) must be stranded at least one hundred and sixty kilometers (160km) away from your home and have reported a card loss or theft within twenty-four (24) hours of your or your family member’s request for emergency assistance.

    Amounts provided under these services will be charged to the payment account to which the Identity Watch subscription is charged, or to the payment account designated at the time of request. In order to receive emergency funded airline tickets, the amount requested or value of airline tickets cannot exceed the available credit limit on and your subscription and account must be in good standing.

  • Q. What is the Emergency Message Relay service?

    If you or your eligible family members have an emergency and need to get in contact with someone, call us toll free and give us the names of up to 3 people you need to contact anywhere in Canada. We will attempt to contact up to 3 people located in Canada on Your or Your Family members behalf.

  • Q. What is Internet Personal Information Patrol® (iPiP®) and how does it work?

    Internet Personal Information Patrol (iPiP) is an online data monitoring tool that routinely monitors the activity that matches the information you have registered online. If a match of your registered information 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 Identity Watch Elite online account at any time.

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

    Internet Personal Information Patrol is very simple to operate. As a subscriber, simply log in to your Identity Watch Elite online account at www.identitywatchelite.ca and access the iPiP section to set up new searches, or view your existing search results. For your convenience, you have the ability to register your credit and/or debit card account numbers for iPiP searches at the same time you register your card(s). 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 be sent?

    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 will 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 for me to receive an alert?

    Email alerts are sent every day regarding any activity that occurred since the previous day. Alternatively you may log in to your Identity Watch Elite 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 an Identity Watch Elite representative if you have concerns or questions relating to the use of your registered information. If the email alert references activity that you find harmless, you can delete the alert.

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

    Yes. By limiting the exposure of your full credit or debit card number, by only using the first 6 and last 4 digits of your card account number.

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  • Q. How do I activate Rebound® stickers?

    As a Subscriber, simply log in to your Identity Watch Elite online account, at www.identitywatchelite.ca and access the Rebound page and click on the ‘Activate your Rebound Stickers’ box. From there you will be prompted to enter the unique code displayed on your Rebound sticker to activate your protection. Alternatively, you may contact us to have an Identity Watch Elite customer service representative activate your Rebound stickers on your behalf.

  • Q. How do I request additional Rebound® stickers?

    As a Subscriber, simply log in to your Identity Watch Elite online account, access the Rebound page and click on ‘Request additional Rebound stickers’ box. From there you will be able to complete the request to receive additional Rebound stickers. Alternatively, you may contact us to have an Identity Watch Elite customer service representative send them to you.

  • Q. If one of my personal items are returned as a result of the Rebound Asset Return Service, who pays the finder the $50 reward?

    Sigma will pay the finder of your personal item the $50 reward for their trouble, at no cost to you! You or your family are not eligible to receive a reward.

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Web Functions

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Privacy and Security

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