> ## Documentation Index
> Fetch the complete documentation index at: https://faq.universalaccountservicing.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Reporting an account that is not yours

> What to do if you do not recognize the account or the seller, or you think someone opened it in your name.

**If you did not open this account, report it as identity theft rather than as a billing question.**
It follows a different process. We investigate it rather than answer it, and it can take up to
**60 calendar days**.

<Warning>
  **Have your documents ready before you start.** You may be asked for a police report or similar
  documentation. Complete the whole form in one go. Nothing you enter is saved until you submit it.
</Warning>

If you know who opened the account, and they are responsible for it, use
[The account belongs to someone else I know](/getting-help/support-requests/account-belongs-to-someone-i-know)
instead.

## Opening the report

<Steps>
  <Step title="Go to Help">
    Sign in to uPortal360 and select **Help**, then **Start Inquiry**.
  </Step>

  <Step title="Choose The Account is Not Mine">
    Under **Identity Theft**, find **The Account is Not Mine** and select **Select**.

    <img src="https://mintcdn.com/uas-consumer/N9xONuKXXns67RGn/images/uportal360/help-inquiry-categories-identity-theft.png?fit=max&auto=format&n=N9xONuKXXns67RGn&q=85&s=12258e842465dc82f0e4d9e3ecb2c0ff" alt="The Identity Theft inquiry options, offering The Account is Not Mine and The Account Belongs to Someone Else I Know" className="w-[200px] h-auto rounded-xl" width="1179" height="2120" data-path="images/uportal360/help-inquiry-categories-identity-theft.png" />
  </Step>

  <Step title="Complete the form and submit">
    Answer both questions, then select **Submit**. The steps after that, from your case
    number to your ticket, are the same for every request type. See the [example on Opening a support request](/getting-help/opening-a-support-request#example-opening-a-request).
  </Step>
</Steps>

## What the form asks, and why

| Question                              | What to put, and why we ask                                                                                                                                                                 |
| ------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| **Please select from the following:** | The option that matches. See below.                                                                                                                                                         |
| **Additional Information**            | When and how you found out about the account, and whether you have reported it to the police or elsewhere. Include a report number if you have one. This is where the investigation starts. |

### Choosing an option

| Option                                  | Choose it when                                                      |
| --------------------------------------- | ------------------------------------------------------------------- |
| **I have no knowledge of the account**  | You have never seen this account before.                            |
| **I have no knowledge of the merchant** | You do not recognize the business the account is with.              |
| **I am a victim of Identity Theft**     | You know, or believe, someone used your details without permission. |
| **Other**                               | None of these fit. Explain in **Additional Information**.           |

## What happens next

We investigate. We may ask you for documents, and you need to respond for the investigation to move
forward. We may also check with the business the account was opened with. They may hold the purchase
date, the location and the identification used. Investigations can take up to **60 calendar days**.

You can follow it under **Support Tickets**. See
[Reading your ticket](/getting-help/opening-a-support-request#reading-your-ticket).

If identity theft has also affected your credit report, see
[Your credit file](/your-information/your-credit-file).

<Card title="All request types" icon="ticket" href="/getting-help/opening-a-support-request">
  Back to support requests.
</Card>