Frequently Asked QuestionsHere are some questions and answers that are commonly handled by our customer service personnel. If you have a question that is not on this list, please call our customer service department at (877) 723-2689.

1. How can I tell if I am accessing Tracers securely?
2. Which web browsers can I use with Tracers?
3. How can I subscribe to Tracers?
4. How long does it take to approve my application?
5. How will I know when my application has been approved?
6. How can I change my Tracers password?
7. I’ve forgotten my username & password, how do I retrieve it?
8. Can I change my user name?
9. Can I have more than one login?
10. I logged in, how do I log out?
11. How can I change my credit card information?
12. Do you have a monthly membership fee?
13. Is there any sign up fees or monthly minimums?
14. How am I charged for using Tracers?
15. What types of payment does Tracers accept?
16. Can I pay my bill online?
17. Will you send me an invoice that will list my account activity?
18. Why do I have a credit limit?
19. Can you take my credit card information over the phone?
20. My user name and password will not work. What do I do now?
21. How current is Tracers information?
22. My account says that I am not authorized to use this product. How do I get authorization?
23. Why can’t I access credit reports?
24. I want to look at more than one detailed record, will I be charged additional fees?
25. How can I find a cell phone or unlisted number?
26. Do you charge for no records found?
27. Should I save my user name & password on my computer?
28. Why can’t I cancel delayed report searches?
29. How do I order bulk searches?
30. Why can’t I find a record on your site that I know exists?
31. Do you give search credits if I refer people?
32. How can I change my contact information for my account?
33. I need to close my account, how do I do that?
34. I've closed my account and would like to re-open it, how do I do that?
35. Do I have to give Tracers a signed release form to order a credit report?
36. Why can’t I find a record in the SS death index when I know the person I am searching for is deceased?
37. Does Tracers have bank account information?
38. Are credit headers the same as a credit report?
39. Can I search using wildcards?
40. Where does your information come from?
41. What does possible high risk mean?
42. What are the "Certification of Uses," and why do I need to choose them?
43. Why can't I access the Reports menu on the People searches?
1. How can I tell if I am accessing Tracers securely?
  Your web browser should display a small padlock icon in the lower-right corner when your web browser is using encryption. You can also check the address bar at the top of the browser. If the URL starts with https://, your browser is in secure mode. If the URL starts with http://, then you should switch your browser to secure mode by going to the secure web site. To do this now, click here.
2. Which web browsers can I use with Tracers?
  The Tracers web site should be compatible with most major web browsers, including Mozilla Firefox, Internet Explorer, Opera, Safari, and Google Chrome.
3. How can I subscribe to Tracers?
  You can print our subscriber application and fax the required information to us or you can call to speak with a sales representative regarding additional products and pricing.
4. How long does it take to approve my application?
  The length of time to approve an application depends on a number of factors, but is generally 5-7 business days from receipt of the materials. Please bear in mind that if your application is not complete, for example, or if we're waiting for third-party verifications, the approval process may take longer than normal.
5. How will I know when my application has been approved?
  Once your application is approved a customer service representative will contact you to setup a time for a complete demonstration of our system.
6. How can I change my Tracers password?
  To change your password, please send a signed faxed request to our compliance department at (877) 820-8125. After your request has been processed, one of our representatives will call you with your new password. You may choose your own password; however, the selection must stay within our password guidelines.
7. I’ve forgotten my username & password, how do I retrieve it?
  For your protection, we will not provide you with your user name or password without a signed faxed request. Your fax should be on company letterhead and must be signed by the authorized contact/signatory of your account. Please send your request to (877) 820-8125, attention: Compliance.
8. Can I change my user name?
  Unfortunately, no. Your user name will remain the same throughout the life of your account.
9. Can I have more than one login?
  If you would like your employees to have their own unique IDs under your account, we will gladly establish additional user IDs for you. If you are an existing customer, please send your signed faxed request for additional users to our compliance department at (877) 820-8125. If you are establishing an account with us, and would like multiple user IDs for your staff, please include your request with your application materials.
10. I logged in, how do I log out?
  You will automatically be logged out of the system when you close your web browser.
11. How can I change my credit card information?
  Under the "application" or "my account" tab you will find a link named credit card authorization. Please fill this form out completely and fax it to our accounting department at (877) 820-8126.
12. Do you have a monthly membership fee?
  There is a $19.50 monthly membership fee that will be charged to your account.
13. Is there any sign up fees or monthly minimums?
  We do not have a sign up fee or any monthly minimums.
14. How am I charged for using Tracers?
  Your account is charged monthly with two payments options available to you, Credit Card auto debit and Net 15.
15. What types of payment does Tracers accept?
  Credit Card auto debit or Net 15.
16. Can I pay my bill online?
  Yes you can! When logged into the Tracers system, under the section named 'My Account' there is a link named 'Pay Your Invoice Online.'
17. Will my account activity appear on my invoice?
  Account activity is considered sensitive information and will not appear on your invoice. You can login to view your Account Activity online.
18. Why do I have a credit limit?
  Credit limits are set so we can establish a payment history with our customers.
19. Can you take my credit card information over the phone?
  No, we must receive a credit card authorization form.
20. My user name and password will not work. What do I do now?
  Verify your user name and password information to insure that you are using the correct format. If you are still unable to login contact your customer service representative.
21. How current is Tracers information?
  Our information is updated on a regular basis.
22. My account says that I am not authorized to use this product. How do I get authorization?
  In order to get authorization to run credit reports, you will need to complete the Certification of Use for FCRA-Regulated Products, and fax it to our compliance department. If you want access to driving records or other DPPA-regulated products, you will need to complete the Affidavit of Intended Use and fax it to our compliance department. If you are not authorized for other products, it may be best to contact your customer service representative at (877) 723-2689.
23. Why can’t I access credit reports?
  Access to FCRA products requires that you complete the FCRA Certification in addition to the standard application. Please complete the certification and fax it to our compliance department at (877) 820-8125.
24. I want to look at more than one detailed record, will I be charged additional fees?
  You will not be charged any additional fees to review your account details.
25. How can I find a cell phone or unlisted number?
  Under the People Search section you can conduct a Cell Phone by Name or try a Premium People Search by Phone Number.
26. Do you charge for no records found?
  At the top of every search you will find the price, it will also state Price quoted includes 'No Records Found' responses or No Hit, No Fee.
27. Should I save my user name & password on my computer?
  Absolutely not. You should consider and treat your password and user name as "sensitive information" by protecting them in a way that assure that only key personnel have access to and knowledge of this sensitive information. Saving your user ID and password on your computer could - potentially - allow anyone who has access to it to have access to your Tracers account, and the billions of records contained in our databases.
28. Why can’t I cancel delayed report searches?
  When delayed reports are requested that information is automatically submitted to a researcher therefore it can not be canceled.
29. How do I order bulk searches?
  Please contact a sales representative so we may obtain additional information tailored to your specific business needs.
30. Why can’t I find a record on your site that I know exists?
  It could be that we do not offer coverage in the area that the record exists or that we have not yet updated that information.
31. Do you give search credits if I refer people?
  Tracers does not currently have a referral program.
32. How can I change my contact information for my account?
  Generally, if there are only minor changes to your contact information you only need submit a signed faxed request to our compliance department. However, if there are significant changes, we may require that you fill out a new application.
33. I need to close my account, how do I do that?
  To close your account, please send a signed faxed request to our compliance department at (877) 820-8125.
34. I've closed my account and would like to re-open it, how do I do that?
  Depending on the length of time passed since your account was closed, you will either need to send us a signed faxed request or a new, completed application packet. Please call our compliance or credentialing department for more information: (877) 723-2689.
35. Do I have to give Tracers a signed release form to order a credit report?
  Credit reports can only be ordered for Pre-Employment and Tenant Screening purposes. We must have a signed release form from the subject authorizing the release of that information.
36. Why can’t I find a record in the SS death index when I know the person I am searching for is deceased?
  A subject will appear in our death index if the one time death benefit has been paid out.
37. Does Tracers have bank account information?
  No, we do not provide that information.
38. Are credit headers the same as a credit report?
  Credit Headers contain information from the top portion of the credit report. They do not provide any trade line information.
39. Can I search using wildcards?
  No, our system does not recognize wildcards.
40. Where does your information come from?
  Our information comes from a wide variety of sources.
41. What does possible high risk mean?
  Possible High Risk pertains to the subject's address. It may indicate that the address is non-residential, low income housing, a mail drop, a non profit organization, etc.
42. What are the "Certification of Uses," and why do I need to choose them?
  In order to provide you unencumbered access to certain products, we need to know what you'll be using the information for. Please make sure to select only those uses that currently fall within the scope of your business.
43. Why can't I access the Reports menu on the People searches?
  Your web browser's Javascript setting might be disabled. Click here to check your web browser settings.
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