What if the VIN on the report is different from the one I entered?
Contact support. A delivered VIN that differs from the confirmed checkout VIN because of our error is listed as eligible for refund review.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
Contact support: a delivered VIN that differs from the confirmed checkout VIN because of our error is named in the refund policy as eligible for review. First compare the two yourself, using the masked VIN on your order page, which shows the last six characters. If the difference came from a character you mistyped before paying, that is not the service error the policy describes, so say what happened and we will look at it.
- The delivered PDF is checked against the VIN recorded on your order before it is sent.
- A service-caused VIN mismatch is one of the four eligible refund-review situations.
- A typo you entered is a different case; the policy asks buyers to confirm the 17-character VIN before checkout.
The document is validated against your VIN before delivery
Fulfillment refuses a provider purchase whose VIN does not equal the VIN expected for the job, and then validates the PDF itself against that expected VIN. If the document metadata names a different VIN, validation fails as a VIN mismatch; if the expected VIN is not found anywhere in the document text, validation fails as VIN not found.
Either failure raises an invalid-PDF error that routes the order to manual review instead of delivering it. That is the control designed to stop the wrong car's report reaching you, which is also why an order can pause rather than deliver instantly.
Check it, then send the right details
Your order page shows the VIN masked to its last six characters, alongside a short order reference. Compare those six characters with the VIN printed in the document. On a single-report order the VIN is submitted at checkout; on a pack, no VIN exists until you assign one after payment on the pack page, so the VIN on your order is the one you typed there.
Send the contact page the checkout email, the order reference, the last six characters of the VIN you meant and the last six of the VIN you received, plus what you saw. Do not send full card details. If the vehicle is not the one you researched, stop and verify the physical VIN plate and the title documents before you buy the car.
Steps
- Open the order page and note the masked VIN and order reference.
- Compare it with the VIN printed on the report.
- Recheck the VIN on the vehicle and on the title.
- Message support with both VIN endings and the order reference.
What this does not cover
- The eligible case in the policy is a mismatch caused by our error; a mistyped VIN is reviewed on its own facts.
- The validation compares the document against the VIN recorded on the order; it cannot tell whether that VIN belongs to the car in front of you.
- The current policy does not state that a delivered report can be reissued for a different VIN.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Why does the order page only show six VIN characters?
The order view masks the VIN on purpose and refuses to render a complete 17-character VIN, showing the last six characters instead. That fragment is also exactly what the refund policy asks you to quote.
Can a pack credit be moved to the right VIN after a mistake?
The current policy does not state that a delivered report or a used credit can be reassigned. A credit held for a lookup that confirms no provider record returns to the pack, but a delivered report is treated as fulfilled.
Why did my order pause instead of delivering?
Automatic delivery pauses for manual verification so we can prevent a duplicate charge or an incorrect report. The order page says the payment is secure and shows the reference to quote to support.