How long does support take to reply?
The contact page publishes a typical response target of two business days. Sending your checkout email and order or report ID speeds up the first reply.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
The contact page publishes a typical response target of two business days. That is a target for the first reply, not a guarantee, and business days exclude weekends and holidays. You can shorten the exchange by sending the email you used at checkout, your order or report ID, and a description of the issue in the first message. Support runs through the published support inbox.
- Two business days is the published target for a reply, not a promised resolution time.
- The first message should carry the checkout email, the order or report ID and the problem, so no round trip is spent collecting them.
- Subject lines matter: 'Privacy request' and 'Accessibility feedback' route to their own review paths.
What the two-business-day target covers
The contact page states a typical response target of two business days across everything it handles: order and report help, data correction requests, privacy and accessibility. It describes when you should expect to hear back, not when a problem will be solved — a correction that has to go back to the source provider, or a refund that depends on a financial institution, can take longer than the first reply.
Support is an email path. The published customer-support contact is the support inbox and the contact page; no telephone number is published, so there is no queue to sit in and nothing to call after hours.
How to get a useful first reply
The contact page asks for the email used at checkout and your order or report ID. Your order reference appears on each purchase card in your dashboard, and the delivery email prints the report reference at the bottom. Add what you saw — the exact message on screen, the VIN ending in its last six characters — and the first reply can address the problem instead of asking for details.
Two subjects are routed deliberately: use 'Privacy request' or 'Accessibility feedback' so the message reaches the right review path. Do not include payment-card details or sensitive identity documents in any message.
Steps
- Write from, or name, the email you used at checkout.
- Include the order or report ID.
- Quote the exact on-screen message or error.
- Use 'Privacy request' or 'Accessibility feedback' as the subject when that is the topic.
- Leave card numbers out.
What this does not cover
- Two business days is a stated target, not a contractual guarantee or a service-level agreement.
- The target describes the reply, not the outcome; the refund policy says financial institutions control final posting times on approved refunds.
- The site publishes an email support path and a contact page; it does not publish a support telephone number or advertise live chat hours.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Is there a phone number for VIN Lookup support?
The published customer-support contact is the support email address and the contact page. No support telephone number is published, so email is the path to use.
Should I email again if my report is still being prepared?
Not immediately. If the delivery page is still showing progress, let it finish. Write in if the page tells you the order needs a manual check, and do not pay a second time.
Do weekends count toward the target?
No. The target is stated in business days, which excludes weekends and public holidays.
Which address should I write from?
The one you used at checkout. Report access is tied to that verified email, so a message from a different address usually needs an extra exchange to match the order.