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 FAQ

System Operation

Billing Questions

Monthly Subscription Questions

Hardware and Software Requirements

 

Common Issues:

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System Operation  <top>
FIND MY PASSWORD

How do I find out what my password is?
Click here for password recovery instructions.

After registering, I login and get a thin box with nothing in it. What happened? Why can't I do a search?
The final step of the registration process lets you select the counties you wish to search as well as the billing plan for each county. If you did not save this information, then the thin box appears since no county was select. To fix this, login and click the
add/remove a county link in the upper right hand corner of the page. Select the billing plans for the counties you wish to search. Click the Save Billing Plan button at the bottom. This will force a re-login at which point you will see the counties that you selected for searching.

EDIT MY LIST OF COUNTIES

How can I get access to a county that is not included in my list of counties?

  1. Login to Countyrecords.com.
  2. Click the add/remove a county link in the upper right hand corner of the page which displays the page where the billing plans for all of our counties are listed.
  3. After selecting a billing plan for the counties you wish to search, click the Save Billing Plan  button at the bottom. This will force a re-login at which point you will see the counties that you selected for searching.

When I perform a search, it seems I never find the document I am looking for. What am I doing wrong?
Remember, ALL the criteria you enter must match in order for a document to appear on the search results list. So, if you have entered a name, a date, a document type, and a file number; and the document type does not match, the document will not appear. If you have a book/page or a file number, that is normally all you need to enter to go directly to your document. Name searches alone work well, be sure to enter the names as shown.

Why am I not able to view images?
CountyRecords.com images are standard Group IV TIFF images. Your computer needs to have a viewer that is capable of viewing these images. You can right click on the TIFF image and select Open With then select the TIFF Image Viewer to use. This associates the extension (.TIF for multi-page TIFF images or .001, .002 etc for single-page TIFF images) with the viewer so you computer knows how to open these types of images in the future.

  • Windows 7, Windows 8 and Window 10: the Windows Photo Viewer works well but sometimes has some printing issues you may need to work around. Please refer to our Image Viewing Help Page for more information.
  • Windows XP: the Windows Picture and Fax Viewer is the default viewer and works well.
  • Windows Vista: you can use Windows Photo Gallery.
  • Windows 2000/NT/98: Imaging for Windows is the default TIFF image viewer and works well with Countyrecords.com images. 

Please refer to our Image Viewing Help Page for links to alternative TIFF image viewers that may work better than the built in TIFF Viewer that comes with your version of Windows.

Some programs, upon installation, automatically set themselves up as the default TIFF image viewer, even though they may not be able to view that type of image. These programs include Quicktime for Windows which does not properly display TIFF images. Finally, if you are having trouble viewing images, try the PDF All Pages link to view the document as a Acrobat PDF file. Please refer to our Image Viewing Help Page for more information.

For PDF Viewing, if you are experiencing issues, please review the Adobe Help Page.

Issues with Viewing Large Documents
Images on Countyrecords.com are typically stored as single-page TIFF images. When you view a document, the system must first create a multi-page TIFF image to enable the "All Pages" view link. For large documents of 50 pages or more this takes some time. So if your document is incomplete when viewed, try again and give it a little extra time before clicking the "All Pages" link. Similarly, when you click the "PDF All Pages" link the system must convert the multi-page TIFF to a multi-page PDF which can take some time on large documents. So give it a little extra time before clicking the "Click here to load the converted document" link. The screen will show an estimated time to wait, but the document is usually converted well before the time shown.

Issues with the Microsoft Edge Browser that comes with Windows 10
If you use the Microsoft Edge Browser and see a blank page when you view PDF document, click the
... icon in the upper right and select Open with Internet Explorer. Alternatively, you can use Google Chrome on Windows 10 without issues.

How can I change my credit card information?

  1. Login to Countyrecords.com.
  2. Select the account update (redit card/password) link in the upper right.
  3. Go to the Credit Card Information section and enter your new Credit card information.
  4. Be sure to enter your credit card security Code in the box provided.
  5. Scroll to the bottom and click UPDATE YOUR CREDIT CARD.

After I log in, I get a list of a lot of counties that I never use. How can I limit this list to only those counties that I search?
Click the
add/remove a county link in the upper right. Change those counties that you are not interested in to "not selected" using the drop down boxes provided. Then at the bottom of the screen, click the Save Billing Plan button. When you login again, only those counties with a selected billing plan will be shown.

Are there any hot keys available with CountyRecords.com?
The normal Windows hot keys are applicable. Also, on the Search Critieria screen, ALT-S with select the SEARCH button.

How often are these database updated?
It depends on the county but we receive records for every county at least once a week. You can click on the COUNTY SUMMARY SHEET link or the NEWS link in the top menu to view the dates of each database.

How can I change my password?

  1. Login to Countyrecords.com. 
  2. Select the account update (credit card/password) link in the upper right. 
  3. Enter your new password in the box provided. Note the requirements to the right. As you meet the various requirements, they will turn green to notify you that you have met that requirement.
  4. Retype your new password in the box provided. 
  5. Once all the requirements are met, the UPDATE PASSWORD button will turn green. Click the button to save your new password.

How can I change my e-mail address?

  1. Login to Countyrecords.com. 
  2. Select the account update (credit card/password) link in the upper right. 
  3. Go to the Personal Information section and enter your new e-mail address in the box provided. 
  4. Click the UPDATE PERSONAL INFORMATION button.

I provided an e-mail address at registration, but I am not receiving copies of my invoices. Why?
The most likely cause is that your spam filter is blocking the e-mails that we are sending you. We send e-mails from billing@countyrecords.com and support information from crsupport@countyrecords.com. So these accounts should be allowed through your spam filter. You can send us an email and we will be happy to forward the invoice copy to you.

I clicked the e-mail doc link and it said it sent me the document but there is no attachment on the email I receive. Or I cannot open the attachment. Or I never receive the email. What causes this?
The most likely cause is that your spam filter is blocking the e-mails or email attachments that we are sending you. Attachments are TIFF images which can be opened with the Windows Picture & Fax Viewer, the Windows Photo Viewer, the Microsoft Office Picture Manager or a 3rd party TIFF image viewer. You can also forward the email to us at crsupport@countyrecords.com and let us know you had a problem. We will be happy to forward the document to you as a PDF file if possible.

How do I cancel my account?
Send an e-mail message to
billing@countyrecords.com with the following information for verification purposes: user id, name, address and phone number. Your account and all your information will be removed from our system once any outstanding charges are cleared.

 

Billing Questions  <top>
How can I review my outstanding charges?
After logging in, you will find a
review invoices link in the upper right hand corner of most CountyRecords.com pages. Click that and then select Detail Invoice or Summary Invoice to view the charges that are outstanding.

How can I reproduce a copy of my invoice?

  1. Login to Countyrecords.com.
  2. Click the Review Invoice Dates link.
  3. Recent invoices that are available will be shown. Select the date you wish to print. and click REVIEW SELECTED INVOICE.
  4. You can then select a particular county or all databases and either GENERATE INVOICE REPORT or EXPORT FOR EXCEL.
  5. Select an invoice report format from the options listed.

For more information see Invoice Reporting.

How can I review my historical charges?
After logging in, you will find a
review current bill link in the upper right hand corner of most CountyRecords.com pages. Click that and then enter the month and year to report in the historical invoice box. Then click the View History button.

When does my credit card get charged for outstanding charges?
For standard rate plans where you pay for the searches you perform, billing occurs on the first business day following the 15th of the month as well as on the first business day following the end of month for any outstanding charges.

For subscription plans, billing occurs on or near the day of your first transaction for the month. If there are overage charges, these are billing on the first business day following the end of the month.

Will I receive a record of charges incurred?
Yes. When your credit card is billed, an e-mail is delivered to the e-mail address that you entered when you registered. This includes detail information of your charges. This e-mail is sent from billing@countyrecords.com so please ensure that it will pass through your SPAM filter.

My credit card has expired. How do I fix that?

  1. Login to Countyrecords.com.
  2. Select the account update (redit card/password) link in the upper right.
  3. Go to the Credit Card Information section and enter your new Credit card information.
  4. Be sure to enter your credit card security Code in the box provided.
  5. Scroll to the bottom and click UPDATE YOUR CREDIT CARD.

Can I change this e-mail address or other account information?
Yes. After logging in, you will find a
Modify Account link in the upper right hand corner of most CountyRecords.com pages. Click that and then click Credit Information. This takes you to a form where you can change your account information including your e-mail address, credit card number, etc.

I started using Countyrecords.com and now want to change from a Standard Plan to a Monthly Subscription. Is this possible?
Yes, we recommend that on the first of the month, before performing any Countyrecords.com searches, you change the account by clicking the
add/remove a county link in the upper right hand corner of the page, which displays the page where the billing plans are selected. Select the appropriate billing plans and click the Save Billing Plan button at the bottom. To prevent, duplicate billings, the system will not allow you to change your billing plan if you have already performed searches for the month. You may call or e-mail us to arrange the switch to a different plan if you wish. Contact the Billing Contact on our Contact Page.

How can I track my searches back to a client or project so I can bill my clients?
At the top of the search criteria screen is a Tracking Number box. If you place a code in there to identify your searches, it will appear on your invoice copies.
Click here for more information

How do I build a runsheet containing several search criteria? Or do I have to print the results of each search?
You can use the
APPEND ANOTHER SEARCH feature to build a runsheet as follows:

  1. Enter the search criteria for your first search and click SEARCH.
  2. If there are some records that do not apply to your final runsheet, you can remove these by checking the box to the left of the document and then clicking the REMOVE button at the very bottom.
  3. Click the APPEND ANOTHER SEARCH button at the bottom of the page.
  4. The system will tell you it has saved your first search and give you a "Click here to perform another search" link. Click that and you will get a blank search criteria page.
  5. Enter the criteria for your 2nd search and click SEARCH.
  6. You may repeat steps 3, 4 and 5 as needed. Once you are ready to print a runsheet, click the GENERATE REPORT button and select from the report choices shown.

 

Monthly Subscription Questions  <top>
What is the billing cycle for a monthly subscription?
Monthly subscriptions are always on a monthly cycle. Even if you register on February 17th, the monthly subscription fee that you pay is for the month of February.

What if I signed up for a subscription at the very end of the month?
Our policy is that if a new user signs up AFTER the 25th of the month, then the subscription will run through the end of the following month. So, if you are a new user subscriber and sign up on February 27th then the subscription period for your first month will run through March 31st. This does not apply to existing subscribers, only first-time subscribers.

What if I do not think I will be using the Countyrecords.com for much in a given month?
If you are a subscriber and feel that you will not use the system very much in the current month then, on the 1st of the month before performing any searches, you should change your billing plan to a standard plan (pay-as-you-go). Then the following month, if your activity will warrant a subscription, then change it back to a subscription. You can change your billing plan by clicking the
add/remove a county link in the upper right hand corner of the page which displays the page where the billing plans are selected. Select the appropriate  billing plans and click the Save Billing Plan button at the bottom.

Do you have a program where subscribers can pay by check or be invoiced?
Yes. If you plan to be a returning subscriber, we can set you up on a program where you pay by check at the beginning of each subscription month. Contact Heda Hahn for more information.

 

Hardware and Software Requirements  <top>
  • High speed Internet connection (DSL or better)
  • TIFF Image Viewer (refer to our Image Viewing Help Page for more information)
  • Recommended browser: Internet Explorer
  • Recommended printer: Laser
  • Minimum monitor: 17 inch at 800x600 resolution
  • Recommended monitor: 17 inch or better at 1024 x 768 resolution
  • For PDF viewing: Acrobat Reader (view Adobe Help Page)


 

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