I did not receive the report email — what should I do?
Do not pay again. The report does not depend on the email: open the order page, or sign in to My Reports with the address you used at checkout.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
Do not pay again. The email is a convenience, not the delivery. The report is available on the order page you were returned to after payment, and in My Reports for an account whose verified email matches the checkout address. Check the masked delivery email shown on the order page — it shows the domain in full, so a wrong domain is visible there even though a mistyped name is not — then check spam and filtered folders. If the report is still not there, contact support with the order reference.
- A missing email never means a missing report; both point at the same order.
- The order page shows the delivery address masked to its first two characters and its domain, so it reveals a wrong domain but not a mistyped name.
- The ready email is queued and retried automatically, not sent once and forgotten.
- If the order needed a manual check or failed, a different message is sent instead of the ready email.
Get the report without the email
The order page you landed on after payment shows View report and Download PDF as soon as the report is ready. It also lists the masked delivery email, the masked VIN, the payment total and a short order reference. Check that masked address first: only the first two characters and the domain are shown, so it catches a wrong domain, while a name mistyped inside the mask will not show up.
If that page is gone, sign in with the same verified email address you entered at checkout: every order, unused credit and ready PDF appears in My Reports. If the order is not visible from where you are, the page says so explicitly, and says that if you already paid nothing is lost and you should not pay again.
| Cause | Sign of it | What to do |
|---|---|---|
| Typo in the checkout email | The masked domain on the order page is wrong — a mistyped name stays hidden | Contact support with the order reference |
| Spam or promotions filtering | Nothing in the inbox | Search for the report reference, check spam |
| The report is not ready yet | The order page still shows progress | Wait; the email is sent when delivery completes |
| Order paused for a manual check | Status says the report is being checked | Watch for the verification message; do not pay again |
What happens on our side
The ready email is not a single best-effort send. It is queued per report and retried with growing delays across several attempts, so a temporary email failure does not quietly consume your delivery.
If the job instead reached a manual check or stopped, a separate incident message is sent: it confirms the payment was received, tells you explicitly not to place or pay for another order, and links to the account-gated dashboard. Support receives a private copy of that message, so the case is already in front of a person.
Steps
- Open the order page or My Reports first.
- Read the masked delivery email and check the domain is right.
- Search spam and promotions for the report reference.
- Sign in with the exact checkout address.
- Contact support with order ID, checkout email and the VIN’s last six characters.
- Never start a second payment.
What this does not cover
- A verified account links only orders whose payer email matches, so a different address will not reveal the purchase.
- Delivery events from the email provider never prove a message was opened or read.
- The refund policy reviews an eligible non-delivery request; it does not state an outcome in advance.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Should I just buy the report again?
No. The order page states that if you already paid, nothing is lost and you should not pay again, and the incident message says the same in writing. A second purchase creates a second order rather than recovering the first.
I paid as a guest without an account. Can I still get the report?
Yes. The checkout browser keeps temporary private access to the order and the report. Where account sign-in is available, signing in with the same email used at checkout links the purchase to My Reports automatically.
What does support need from me?
The refund policy’s request route asks for the checkout email, the order ID, the VIN ending in its last six characters and a description of the issue. Never email full payment-card details.