Why does it say 'Use the same email as secure checkout'?
The account you are signed into does not match the email on the purchase, so the order cannot attach. Sign out and sign back in with the checkout address.
Check the review date and linked sources for context. Live availability, prices and record coverage can vary by VIN, source, jurisdiction and time.
The account you are signed into does not match the email address on the purchase, so the order cannot be attached to it. Sign out using the button on that card and sign back in with the exact address you typed at secure checkout. For privacy, the checkout email is never displayed on that card - we will not tell a signed-in stranger which address paid.
- The order links to an account only when the account email matches the payer email.
- Sign out, then sign in with the checkout address - the card gives you a sign-out button.
- Your report access from the paying browser keeps working while you sort this out.
Why the match has to be exact
When your payment settles, the payer email recorded by the payment provider is stored on the order. An account is bound to that order only when the verified account email equals the stored customer email after trimming spaces and lowercasing. Anything else - a different mailbox, a work address instead of a personal one, an alias that routes to the same inbox - is a different address to the system, and the attach request is refused.
The refusal is deliberate and one-directional: it prevents a signed-in visitor from pulling someone else's purchase into their library. That is also why the card refuses to print the checkout address; showing it would leak the payer's email to whoever is signed in.
What to do next
Press sign out on the card, then sign in again with the address you typed at secure checkout; a six-digit code goes to that mailbox and the purchase attaches automatically once the address is verified. If you are unsure which address you used, look for the report-ready email from VIN Lookup in the mailboxes you might have used.
If the email at checkout was mistyped, you cannot correct it yourself. Use the contact page with your order ID and the VIN ending in its last six characters. Meanwhile, the browser you paid in can still open the secure order page and the report.
Steps
- Press sign out on the mismatch card.
- Sign in with the exact address used at secure checkout.
- Enter the six-digit code emailed to that address.
- Contact support with the order ID if the checkout email was mistyped.
What this does not cover
- The checkout email is never shown on that card, by design.
- You cannot change the payer email on a settled order yourself.
- If the order is already attached to another verified account, you will see a different message about that account instead.
Sources reviewed
Open the underlying public source and verify that its scope matches the question you are asking.
Frequently asked questions
Does this mean my purchase is lost?
No. The purchase exists and the browser you paid in still has its secure access. Only the link to this particular account was refused.
Does capitalisation matter?
No. Addresses are compared after trimming spaces and lowercasing, so upper-case letters are fine. A genuinely different mailbox or alias is not.
Can support move an order to a different email?
The policy pages do not state an email-change process. Contact support with your order ID and the last six VIN characters and describe what happened.