IRBSearch, LLC - Frequently Asked Questions

FAQ

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Here are questions and answers to some common questions handled by our support staff.
If you require further assistance, please contact IRBsearch Customer Service at (800) 447-2112.

Click on Question Below to see Answer

How can I view my billing information?
What do I do if I forget my password?
How do I change my password?
What is the best way to run a search?
Can I run a truncated social security number that I just found on the site?
What do all the different icons indicate?
How accurate is your information?
Why am I not getting the search results that I need?
How do I save reports?
How much do searches cost?
How often do you update your records?
What is "My Account";?
How do I check my monthly usage or monthly billing?
How do I add, suspend, or change information for an additional user on my account?
What does a System Administrator do?
How secure is your website?
How can I get FREE training on the IRBsearch system?
What if I have additional questions?

TECHNICAL QUESTIONS

When I order a report, the screen says, "Processing your request"; but the report never displays or I get a blank screen. What is Wrong?
Why am I not authorized to perform certain searches?
When I click on the report icon, I cannot get past the "Report Menu"; screen. How do I purchase one of these reports?
Why is the Court Search icon shaded out?
Why am I getting the message "Error on Page"; or "Java Script Error?";
Nothing happens when I click on the report icons. Why?

How can I view my Billing Information? Top

You can request a copy of your detailed activity by sending an email to billing@irbsearch.com. You can choose to receive a specific time frame or have your usage automatically emailed to you either: daily or monthly. Please be sure to include your account number (Example: M123456 or LN123456), the dates you need, and the format you would like to receive the reports in (Excel, Adobe, CSV, or XML file).
What do I do if I forget my password? Top

If you forget your password, please see the employee at your company who is the System Administrator. This person can reset your password. If you are a System Administrator and need help resetting a password or login ID, please contact IRBsearch Customer Service by sending an email to customerservice@irbsearch.com or by calling (800) 447-2112.
How do I change my password? Top

From the "Main Menu" select "Change Password." Type in the new password and then retype for verification. Click "Save" to apply the changes.

All passwords must be at least eight characters and a combination of two different types of characters i.e. letters and numbers. Any password used within your last ten will not be eligible. The passwords are not case sensitive.

Note: It is a violation of the IRBsearch, LLC Terms of Service to have more than one user logging in on the same login ID. Please see "How do I add, suspend, or change information on an additional user on my account?" for more information.
What is the best way to run a search? Top

Locating People
Finding people is part art, part science. We provide the science through data and tools to help in your searches. Our proprietary database engines combine data from hundreds of sources providing the most comprehensive collection of information about people in the United States. Effective searches return the information you need and efficiency reduces the cost of these searches.

Using the Help Menu
Once you are logged into the database, you will see a 'Help' button in the top, right corner of the screen. This button appears on the 'Main Menu' as well as on each individual Types of Searches. Clicking on the button in an individual Types of Searches will give you information regarding that particular search. Clicking the button from the 'Main Menu' will allow you to view information for all available searches.

The 'Help' menu for the individual searches covers the following: Quick start tips, ways to run each search, what to do if too few or too many records are found, what the icons and indicators signify, and how to successfully utilize the search's capabilities.

A brief synopsis of each type of search is available on our Searches Page.
Can I run a truncated social security number that I just found on the site? Top

Once you have run a Person Search and have your results you can click on the truncated social security number. This will open a blue search menu. If you click on "Person Search," the database will run a search on the subject's complete social security number. This is equal to typing a social security number in the person search and will yield the same results.
What do all the different icons indicate? Top

After you have entered your search criteria and the system has retrieved your search results you will see the "Icon Legend" at the top the result's list. Click on the "Icon Legend" to view each report type available. You may also slide your mouse across each icon in the body of the search results for a description. Clicking on an icon will not automatically purchase a report. You will have the chance to review the information available.
How accurate is your information? Top

The data used in the IRBsearch system may have errors. Data is sometimes entered poorly, processed incorrectly, and is generally not free from defect. This system should not be relied upon as definitively accurate. Before relying on any data this system supplies, it should be independently verified.
Why am I not getting the search results that I expect? Top

Be sure to check the coverage area of the particular search you are performing by clicking on "Coverage"; found on the Main Menu next to the IRBsearch logo. Each search screen also contains a coverage area icon for that particular search. If you have not attended an IRBsearch training session, this might be the time to do so. IRBsearch training representatives teach the best search practices and show you how to interpret search results.
How do I save reports? Top

Just before purchasing a report, when you are at the "report options" menu, make sure to check "save report for later access." This box is located in the bottom, right-hand corner of the screen. If this box is checked before you click the "purchase report" button, the report will save for seven days on the database.

To automatically save all reports, go to the "My Account" section and CLICK "Preferences." The drop-down menu on this screen lists all of the different types of reports. CLICK on each type of report and check the box that reads "Save report for later access." Be sure to CLICK "Save preferences" for each type of search before moving onto the next search type. Once the boxes are checked for each report type, those reports will save for seven days on the database.

To view a saved report, go to "My Account" in the Main Menu and select "Report Manager." Select the "View Report" icon for the applicable report. There is no charge to pull the report from the "Report Manager."

To save reports indefinitely, click on "File" (in the upper left corner of the browser) then "Save As" and save the document to a location of your choice.
How much do searches cost? Top

The most current IRBsearch Price List is always available on the IRBsearch Home Page. http://www.irbsearch.com/
How often do you update your records? Top

The data provided by IRBsearch is a combination of over 33 billion records from over 8,800 different data sources. Data sources are updated daily, weekly, monthly, and annually, depending on the particular data source.
What is "My Account"? Top

System users can access "My Account" to change passwords and Login IDs, check their activity, view company security, set preferences for reports, and view saved reports. System Administrators for a company have additional access which allows them access to "Manage Users" (where users can be added), and "Manage Company" (where various security and report settings can be set).
How do I check my monthly usage or monthly billing? Top

You can request a copy of your detailed activity by sending an email to billing@irbsearch.com. You can choose to receive a specific time frame or have your usage automatically emailed to you either: daily or monthly. Please be sure to include your account number (Example: M123456 or LN123456), the dates you need, and the format you would like the reports received (Excel, Adobe, CSV, or XML file).
How do I add, suspend, or change information on an additional user on my account? Top

For security reasons, the account administrator is the only contact authorized to add/suspend users on an account. From the main menu, look under "My Account," then click "Manage Users." Simply select the "Add User" option and follow the instructions on the page to add a new user.

By providing the user their own login and password, you as the administrator can choose which options you allow them to access. You can also monitor how many searches a specific user has done for a particular month by accessing the "Activity" or "Billing Info" screens.

In order to suspend or change information for a user, click the user's name then adjust the settings of that particular user. Make sure you save any changes that are made on this page.

Note: Any employee released from your company should be suspended immediately to prevent fraudulent usage. It is a violation of the IRBsearch, LLC Terms of Service to have more than one user logging in on the same login ID.
What does a System Administrator do? Top

All IRBsearch customers have an identified "System Administrator." This is the employee within YOUR COMPANY who has special access to the "My Account" section of the IRBsearch Website.

Responsibilities of the System Administrator are:
- Add and suspend users
- Change user passwords
- Retrieve invoices and statements
- Retrieve billing detail and activity
- Set search functionalities and system preferences
- Set company security restrictions
IMPORTANT — System Administrators are responsible for suspending user access for the company's terminated employees. IRBsearch is not responsible for charges incurred by terminated employees whose access was not suspended at time of termination.
How secure is your website? Top

The IRBsearch website is encrypted using SSL. Additionally, your System Administrator has the ability to restrict access to the Accurint website by IP address. This feature is found under the "Company Security" tab of the "My Account" section.
How can I get FREE training on the IRBsearch system? Top

To get your demo please set aside 15-30 minutes so that a fully trained representative can give you a personalized tour of the website. To make your appointment, please do one of the following:
- Call us at (800) 447-2112, Monday through Friday 9am-11am or 3pm-5pm EST
- You can email training@irbsearch.com and please, make sure to include your contact information as well as a 1-hour time frame within the hours above with a time we can call you.
What if I have additional questions? Top

Please feel free to contact us at (800) 447-2112 between 8:30am-5:30pm EST.

TECHNICAL QUESTIONS

When I order a report, the screen says, "Processing your request" but the report never displays or I get a blank screen. What is Wrong? Top

There are a few possibilities of why your report is not opening properly:
If you have an older version of Microsoft Word ('97 or 2000), your version may not be compatible with our web-based version that opens reports. If this is the case you can open the report in a different report type and copy and paste it into your version of Microsoft Word (or any other word processor).

Or

Your Internet browser settings may be preventing the document from opening. To prevent this from happening you can try the following:
1. Access your Internet Options either through Internet Explorer (Tools> Internet Options) or the Control Panel (Start Menu>Settings>Control Panel> Internet Options)
2. Under the "General" Tab and "Temporary Internet Files" if you are using Internet Explorer 6.0 or "Browsing History" if you are using Internet Explorer 7.0 section CLICK "Settings"
3. For "Check for newer versions of stored pages"; select "Every visit to the page."
4. For "Temporary Internet Files Folder"; change the amount of disk space to use to 50MB. CLICK "OK";
5. Switch tabs at top of Internet options to "Advanced";
6. Scroll down to "Security";
7. Check box that reads: "Empty Temporary Internet file folders when browser is closed";
8. CLICK "Apply"; then "OK";. This will close the window.
9. Close all open Internet browsers.
Why am I not authorized to perform certain searches? Top

The search is most likely unavailable because you selected "Click to Continue Transactions Authorized by Consumer (Application Verification Only)". Since IRBsearch is not FCRA compliant, this selection prevents you from running reports and accessing most of our searches (Please reference Terms and Conditions on the application and agreement). If this is not the reason you are using the system, you can log out and sign back in using a different, valid, permitted use certification to gain access.
When I click on the report icon, I cannot get past the "Report Menu" screen. How do I purchase one of these reports? Top

The search is most likely unavailable because you selected "Click to Continue Transactions Authorized by Consumer (Application Verification Only)". Since IRBsearch is not FCRA compliant, this selection prevents you from running reports and accessing most of our searches (Please reference Terms and Conditions on the application and agreement). If this is not the reason you are using the system, you can log out and sign back in using a different, valid, permitted use certification to gain access.
Why is the Court Search icon shaded out? Top

This feature may not be activated on your account. Please call our toll free number and speak to a Customer Service Representative at (800) 447-2112. You may need to submit a Court Search Addendum to have access to this search.
Why am I getting the message "Error on Page" or "Java Script Error?" Top

You may need to empty the folders on your system containing cookies and temporary Internet files.

Instructions for deleting cookies / temp. files:
If using Internet Explorer version 6:
1. Click on your START menu.
2. Choose CONTROL PANEL (it may be under SETTINGS).
3. Click on INTERNET OPTIONS (it may be under NETWORK & INTERNET CONNECTION)
4. Click the DELETE COOKIES button (the prompt will say: Delete all cookies in the Internet Files Folder; then Click YES).
5. Then click the DELETE FILES button (the prompt will say: Delete all files in the Temporary Internet Files. You can also delete all your offline content stored locally. Check the box to "Delete all offline content"; then click YES). Your hourglass may spin for several minutes. This is normal. Once the hourglass stops, click OK to close Internet Options. You may now close your Control Panel.
6. A restart may be necessary.
If using Internet Explorer version 7:
1. Access your Internet Options through the Control Panel (Start Menu>Settings>Control Panel> Internet Options)
2. Under the "General" Tab and "Browsing History" section CLICK "Delete"
3. In the "Temporary Internet Files" section CLICK "Delete files" (the prompt will say: "Are you sure you want to delete all Temporary Internet Explorer files?" CLICK "Yes." This process may take several minutes. This is normal.
4. In the "Cookies" section CLICK "Delete cookies" (the prompt will say: "Are you sure you want to delete all cookies in the Temporary Internet Explorer files?" CLICK "Yes."
5. Close the "Delete Browsing History" window.
6. CLICK "Apply" then "OK."
7. A restart may be necessary.
Nothing happens when I click on the report icons. Why? Top

The reports are pop-up windows. So, in order for them to display on your screen, you must have ALL ad-blockers and/or pop-up blockers disabled. You will also have to empty the folders on your system containing cookies and temporary Internet files. A restart may be necessary.

Instructions for deleting cookies / temp. files:
If using Internet Explorer version 6:
1. Click on your START menu.
2. Choose CONTROL PANEL (it may be under SETTINGS).
3. Click on INTERNET OPTIONS (it may be under NETWORK & INTERNET CONNECTION)
4. Click the DELETE COOKIES button (the prompt will say: Delete all cookies in the Internet Files Folder; Click YES).
5. Then click the DELETE FILES button (the prompt will say: Delete all files in the Temporary Internet Files. You can also delete all your offline content stored locally. Check the box to "Delete all offline content"; Click YES). Your hourglass may spin for several minutes. This is normal. Once the hourglass stops, click OK to close Internet Options. You may now close your Control Panel.
6. A restart may be necessary.
If using Internet Explorer version 7:
1. Access your Internet Options through the Control Panel (Start Menu>Settings>Control Panel> Internet Options)
2. Under the "General" Tab and "Browsing History" section CLICK "Delete"
3. In the "Temporary Internet Files" section CLICK "Delete files" (the prompt will say: "Are you sure you want to delete all Temporary Internet Explorer files?" CLICK "Yes." This process may take several minutes. This is normal.
4. In the "Cookies" section CLICK "Delete cookies" (the prompt will say: "Are you sure you want to delete all cookies in the Temporary Internet Explorer files?" CLICK "Yes."
5. Close the "Delete Browsing History" window.
6. CLICK "Apply" then "OK."
7. A restart may be necessary.
Instructions for disabling pop-up ads / pop-up windows:
1. If you have a pop-up blocker that allows certain web sites, you may add http://www.irbsearch.com/ to that list. Your system will continue blocking pop-ups from all sites other than ours. If your pop-up blocker does not allow sites, it has to be disabled.
2. You MUST be logged out of IRBsearch in order for this change to take effect.
3. If you have a yellow pop-up bar appear above the Web page stating, "Pop-up Blocked," CLICK the bar.
4. CLICK "Always Allow pop-ups from this site" (the prompt will say: "Would you like to allow pop-ups." CLICK "Yes."
5. If you believe you have been charged twice for a specific search, you will need to submit your request for a credit to the accounting department. Include your account number, the day you did the search, and the search criteria. If applicable, the credit will be applied to your current month's billing prior to processing your statement.