Help and Support

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Before the purchase

While ordering

After the purchase

  • I did not receive the report. Can you help me?

    Sure. But before that, please double check your email inbox and your personal carVertical account. If the report is really missing, go ahead and verify your bank account statement. Has the appropriate amount been charged?

    If not, you should try making the payment once again. If yes, please get in touch with us by sending an email to Contact us.

  • There are no accident records in the report. Weren’t you able to check the car? Or is it accident-free?

    It actually means that we did not find any damage records associated with the VIN you provided. Our extensive database includes more that 70 million damage records from multiple European countries, but your car is not listed there. The fact increases the possibility that this vehicle is truly accident-free.

  • How do I apply for a refund?

    Please get in touch with us by sending an email to Contact us. Do not forget to mention important details: VIN, reasons for refund and the email address associated with your carVertical account. We will get back to you within 2 working days.

  • I provided you with wrong email address. What now?

    No worries. You will be able to access your reports by logging into your personal carVertical account. Use the initial (wrong) email to log in.

    Nevertheless, we recommend you creating a new account for future purchases. Just to make sure you get reports both by email and on your personal carVertical account.

  • How long will the report be available on my account?

    The report will be available for 60 days after the purchase. If you think you might need it later, feel free to print it or save it as a file.

  • What about the remaining credits – what is their validity?

    Credits are valid for 1 year after the purchase. Simply log into your personal carVertical account and redeem your remaining reports.

  • I need an invoice.

    Please get in touch with us by sending an email to Contact us. Do not forget to mention company name, address, registration number, VAT payer’s code (if applicable) and the VIN checked.

    Please note that we issue invoices no later than 5th day of the upcoming month.


  • I forgot the password.

    No worries. Simply use the password reset function at the login screen.

  • I want to delete my account.

    As a member of carVertical community, you get access to advanced products and services, as well as benefit from exclusive deals. So it actually pays off being a part of the movement for more transparent automotive market.

    But if you want to let it go, please drop a line to Contact us. Note “Delete my account” as a subject.

  • How do I unsubscribe from carVertical newsletter?

    Please hit “Unsubscribe” link at the bottom of any carVertical newsletter. Or get in touch with us by sending an email to Contact us. We will help you with the issue.