Order Help & Report Questions
Find assistance with purchases, package selections, invalid VIN error messages, and report delivery issues.
Articles in this topic
Changing my order
If you need to change your order, or if you purchased the wrong report package by mistake, please contact our support team. Because CARFAX does not provide phone support, you should reach out to us through our online support channels. To submit a request: 1. Navigate to our **Contact Us** page. 2. Select **General Support**. 3. Choose **Ordering/Purchasing Reports** from the concern dropdown. 4. Provide details about your order, including the email address used, transaction date, and details about the correct package or VIN you intended to buy. Our customer support team is available online to resolve order changes and ensure you get the report you need.
Personal information on CARFAX Reports
CARFAX Vehicle History Reports are designed to display the history of a vehicle and **do not contain personal identifying information** about current or past owners. CARFAX reports do not include: - Owner names - Owner addresses - Owner phone numbers - License plate registration details linked to individuals All data displayed is focused strictly on the vehicle itself, such as mileage readings, service events, accident reports, and title brands. This ensures consumer privacy while providing valuable vehicle history information.
Invalid VIN message when running report
If you receive an "Invalid VIN" message when trying to run a CARFAX Report, please follow these verification steps: 1. **Verify Length and Characters**: Ensure the VIN has exactly 17 characters. Note that standard VINs do not include the letters **I**, **O**, or **Q** to prevent confusion with numbers 1 and 0. 2. **Confirm Market Compatibility**: CARFAX reports cover vehicles manufactured for the U.S. and Canadian markets (since 1981). Vehicles built for other regions (Europe, Asia, etc.) will not be found in our database. 3. **Check for Typos**: Common character mix-ups include: - Entering **B** instead of **8** - Entering **D** instead of **0** or **O** - Entering **Z** instead of **2** If the VIN is verified, correct, and still not recognized, it may be a brand-new vehicle model year that has not yet been processed by our systems. Please submit a request through our General Contact form for further assistance.