How do I access Priority Assistance and customer support as a VRO+ member?
With Priority Assistance, VRO+ members get direct access to an exclusive premium support line and secure live chat through their VRO+ dashboard. Your requests are expedited to our support team and handled personally, so you get the help you need anytime.
To reach Priority Assistance:
- Log in to your VRO+ dashboard
- Click the Priority Assistance tab in the sidebar menu
- Choose your preferred contact method: phone, email, or secure live chat
VRO+ members are placed at the front of the support queue, so you’ll experience shorter wait times compared to standard support channels.
What does Priority Assistance help with?
Priority Assistance is designed to help VRO+ members with a wide range of questions and issues, including:
- Order status updates — check the progress of your vital record request
- Application questions — get guidance on completing your birth certificate, death certificate, marriage certificate, or divorce certificate application
- Billing and subscription issues — update payment methods, review charges, or manage your membership
- Identity protection alerts — understand alerts from your credit monitoring or privacy scans and learn what steps to take
- Insurance claims — file a claim if a vital record was lost, stolen, or damaged
- Account changes — update personal information, email address, or contact details
What are the Priority Assistance hours of operation?
VRO+ Priority Assistance is available Monday through Friday during extended business hours (Eastern Time). Secure live chat through your VRO+ dashboard is the fastest way to reach a support representative.
For urgent identity protection issues — such as suspected identity theft or fraud alerts — VRO+ members also have access to Experian’s 24/7 support resources through the identity protection portal in their dashboard.
How is VRO+ Priority Assistance different from regular VRO support?
While all VRO customers have access to standard customer support, VRO+ members receive several enhanced benefits:
- Faster response times — VRO+ requests are prioritized in the support queue
- Dedicated support line — a separate phone number exclusively for VRO+ members
- Secure live chat — real-time assistance directly from your VRO+ dashboard
- Identity protection guidance — specialized support for credit monitoring alerts, privacy scan results, and identity theft concerns
- Insurance claim processing — help filing claims for lost, stolen, or damaged vital records
Regular VRO support handles vital record order inquiries, while Priority Assistance covers the full range of VRO+ membership benefits.
Can Priority Assistance help me if I suspect identity theft?
Yes. If you receive a suspicious alert from your VRO+ identity monitoring or credit monitoring, our Priority Assistance team can help you understand the alert and guide you on next steps. For confirmed identity theft situations, VRO+ members also have access to dedicated recovery specialists who will work with you to restore your identity, dispute fraudulent accounts, and file necessary reports — all backed by your up to $1 million identity theft insurance coverage.