How GuideStone Protects Your Information

Customer Protection Guarantee

At GuideStone®, we value our relationship with you and recognize the confidence you have placed in us. With your help, we are committed to safeguarding your financial accounts through our Customer Protection Guarantee (Guarantee).

As a part of that Guarantee, it is our practice to reimburse you for any losses in your GuideStone account(s) due to unauthorized transactions through no fault of your own.

To achieve the highest levels of security for your account, and as a condition of this Guarantee, we need your compliance in following these best practices:

  • Safeguard your User ID and passphrase by not sharing them.
  • Report suspicious activity, including actual or attempted unauthorized access to your account, by calling 1-888-984-8433.
  • Keep your phone number and email address on file with GuideStone up to date.
  • Do not opt out of security text alerts or electronic communication delivery from GuideStone.
  • Exercise prudent computer practices and vigilant online browsing.
  • Promptly notify us if you become a victim of identity theft.

A complete description of the coverage GuideStone provides under the Guarantee, including steps you may need to take to qualify, is outlined in more detail. Please take a moment to review the Guarantee and ensure you are properly safeguarding your information.

Learn more about the Customer Protection Guarantee  

How does GuideStone keep your personal information and account(s) secure?

On our websites:

Unique user ID and passphrase requirements

When activating MyGuideStone®, members are required to create a unique user ID and passphrase. No GuideStone employee will have access to your passphrase, and we will never ask you for it.

Multi-factor authentication

When accessing our website from a new device or for certain sensitive transactions, we will send you a security code via text or automated call to your phone. This step provides an extra layer of protection if your passphrase has been stolen.


Before sensitive information is transmitted during an internet session, it is encrypted using some of the most sophisticated technology available. Whether it’s coming from our system or yours, transmitted information is decoded as it arrives with a code that only the two systems know. Just look for the “s” in “https”.

Security text alerts

Get instant security alerts on your mobile phone when certain transactions or profile updates are made. You can opt out of these alerts at any time.

Inactivity logoff

You will be automatically logged off if your connection remains inactive for several minutes. It is even safer to log off yourself.

Online account freeze

You can request for GuideStone to block all online access to your accounts and plans. Contact us by phone to establish a freeze.

Secure Email

When logged in, you can send our associates a secure encrypted message about your accounts. 

Within our operations:

Customer verification/ Voice Biometrics

We have policies in place to verify all customers no matter how they do business with GuideStone. If enrolled in voice biometrics, we can verify members by voiceprint over the phone.

Secure firewall

We utilize firewalls — which are barriers to protect our network and systems — to prevent unauthorized access to your data.

System monitoring

We actively monitor our network infrastructure for unusual activity to keep your accounts safe and secure.

Fraud monitoring

We monitor transactions for unusual behavior. If the transaction appears suspicious, we will contact you by phone but will not ask you for your personal information over the phone. If we can’t reach you, we may put the transaction on hold.

Restricted access to your data

Our systems employ permission hierarchies. Only employees who need access to your data as part of their role receive that access. In our office only authorized personnel can enter work areas by using a security badge.

Training and education

All GuideStone employees receive periodic training on our policies and procedures, including those related to security and protecting confidential information. Customer facing employees receive additional training on the latest tactics used by fraudsters to commit identity theft.