TitlePin Troubleshooting Guide

Common Issues and Solutions

Payment Issues

#### "My payment was declined"

• Verify card number, expiration date, and CVV
• Ensure sufficient funds/credit available
• Check if your bank is blocking the transaction
• Try a different payment method
• Contact your bank if the issue persists

#### "I was charged but didn't receive my report"

1. Check your email (including spam/junk folder)
2. Log in to your dashboard if you have an account
3. Wait a few minutes - delivery can occasionally delay
4. Contact support with your email and approximate time of purchase

#### "I see a pending charge but transaction failed"

• Pending authorizations typically release within 24-72 hours
• TitlePin uses authorization holds that release if the report cannot be generated
• Contact your bank if the hold persists beyond 7 days

Report Issues

#### "Property not found" This means we don't have coverage for that address. Possible reasons:

• County not yet supported
• Address format not recognized
• Very new construction not yet in records
• Address doesn't match any recorded property

Solution: Try variations of the address or check back later as coverage expands.

#### "Report is missing information" TitlePin reports only include data available in public records. Missing data usually means:

• Information not recorded in public records
• Data in a different recording system not yet integrated
• Property is too new for full records

This is not grounds for a refund - reports reflect available public data.

#### "Information seems incorrect" Public records occasionally contain errors. TitlePin displays data as recorded. For corrections:

• Contact the county recorder/assessor's office
• Consult with a title company for verification
• The data will update once county records are corrected

Account Issues

#### "I can't log in"

1. Verify you're using the correct email
2. Try the "Forgot Password" feature
3. Check for caps lock / keyboard issues
4. Clear browser cache and cookies
5. Try a different browser

#### "I can't find my previous reports"

• Ensure you're logged into the account used for purchase
• Guest purchases are linked to email, not accounts
• Check if you used a different email address

#### "My referral credit didn't apply"

• Credits apply automatically at checkout
• Referral credits are earned when your referee makes their first purchase
• Check your referral dashboard for status

Technical Issues

#### "Page won't load"

1. Refresh the page
2. Clear browser cache
3. Try a different browser
4. Check your internet connection
5. Try again in a few minutes

#### "PDF won't download"

1. Disable popup blockers
2. Try right-click "Save As"
3. Check browser download settings
4. Try a different browser
5. Access from dashboard and re-download

#### "Mobile display issues"

1. Rotate to landscape mode for reports
2. Use pinch-to-zoom
3. Try the "Request Desktop Site" option
4. Download PDF for easier viewing

API Issues

#### "API key not working"

• Verify the key is active in your dashboard
• Check for copy/paste errors (no extra spaces)
• Ensure proper Authorization header format
• Check rate limits haven't been exceeded

#### "Rate limit exceeded"

• Default limit is 100 requests/hour
• Wait for the rate limit window to reset
• Contact support for higher limits

Still Need Help?

If your issue isn't resolved above:

1. Use this chat for immediate assistance
2. Provide specific details about the issue
3. Include any error messages
4. Have your order email/ID ready

For complex issues, our support agent will escalate to the appropriate team.